Now Hiring: Guest Experience Specialist Job in Strongsville, OH | VIO Med Spa

Guest Experience Specialist – Strongsville

VIO Med Spa Strongsville

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Job Description Application

Position Title: Guest Experience Specialist

Subordinate Positions: none

Position Summary (Purpose): The Guest Experience Specialist is responsible for ensuring that the guest has an exceptional experience from the moment they call on the phone or walk through the door. They are responsible for ensuring all guests are scheduled accurately and receive their services in a timely and professional manner. The Guest Experience Specialist must embody VIO’s core values and reflect them through their interactions and behaviors. Guest Experience Specialist must continually work to meet guest expectations by responding to guest questions and inquiries, managing the guest intake process, ensuring a clean and organized work space, providing excellent communication and administrative services, supporting the sales process, and representing the VIO Med Spa brand at the highest level.

Major Functions (Primary Duties and Responsibilities):

  • Greet guests and answer phone calls;
  • Gather accurate guest information and ensure the completion of all necessary forms and paperwork;
  • Schedule guest services; assist in filling openings in schedule, as well as rescheduling guest cancellations;
  • Maintain a clean and tidy work environment and, lobby area;
  • Record and bill treatments accurately and on time, ensuring required discounts, rewards points, and special offers are applied accordingly;
  • Address guest concerns in a timely and professional manner
  • Confirm guest appointments and procedures, making sure the scheduled treatments are accurate and booked in a suitable time frame; review all health and Spa policies with guests;
  • Respond to email and voice messages in a timely manner;
  • Provide accurate spa services and treatment information to guests;
  • Use initiative when dealing with guests who have contraindications to find suitable alternatives;
  • Perform general administrative duties, ensuring required information is accurately recorded, maintained and communicated;
  • Maintain retail environment by organizing and replenishing products;
  • Ensure required opening and closing procedures are performed to satisfaction and all daily checklists are completed and recorded appropriately;
  • Demonstrate high levels of guest service and satisfaction by going the extra mile and exceeding expectation;
  • Drive sales and achieve sales targets for promotions, services, and treatment launches;
  • Assist the Spa Manager as directed and carry out reasonable tasks allocated;
  • Administer various spa services as directed and allowed by spa policy and governing regulations;
  • Accurately maintain and update guest records while the guest is present; recording date and time of agreed proposal and documenting results from the previous session as well as noting the planned forthcoming treatment(s) per federal, state, local and spa regulations and policies;
  • Communicate clearly and concisely all relevant information regarding guest in documentation, and notify the overseeing physician as necessary: report accidents and safety concerns;
  • Undertake and participate in relevant audits with spa staff to ensure inventory levels are maintained and recorded to ensure that the appropriate and efficient use of supplies and products are being administrated;
  • Effectively and accurately manage the storage and ordering of cosmetic and non-cosmetic supplies: conduct weekly inventory counts as requested and report to Spa Manager;
  • Organize and assist with the organization of special events;
  • Maintain and develop professional knowledge and skills through regular and ongoing education and training in spa specific procedures, practices, products and services;
  • Work as part of an esthetic non-surgical cosmetic team that provides the highest level of guest care and service;
  • Respond to and resolve guest complaints and concerns effectively and in a timely manner;
  • Practice and maintain a positive and constructive professional attitude and behavior toward the completion of job responsibilities, team relationships, organizational goals and objectives and, organizational initiatives and sales objectives:
  • Clean, sanitize, organize and maintain equipment and spa environment, ensuring a safe, sanitary and healthy environment; launder, fold and store linens; report maintenance needs/concerns;
  • Attend all meetings, seminars and trainings as directed;
  • Support the vision and uphold the core values and mission of the company;
  • All other duties as directed and assigned.

Essential Behavioral Characteristics:

  • Ethical
  • Positive attitude
  • Enthusiastic
  • Team orientation
  • Self-motivated
  • Self-directed
  • Empathetic
  • Creative
  • Tenacious
  • Integrity
  • Honesty
  • Trustworthy
  • Outgoing
  • Detail oriented
  • Problem solver
  • Responsible
  • Relationship oriented

Essential Skills:

  • Organized
  • Responsive
  • Adaptive, flexible and able to multi task
  • Continuous improvement mentality
  • Effective communication
  • Time management/self-management

Qualifications:

  • Possess a thorough knowledge of spa services
  • Have excellent interpersonal skills and customer service orientation
  • Possess excellent cleanliness and sanitation skills
  • Comfortable consulting patients regarding cosmetic and non-cosmetic treatment options, techniques and treatment plans

Physical/Mental Requirements:

  • Standing for extended periods of time
  • Ability to lift at least 30lbs
  • Exposure to blood and bodily fluids
  • Continual use of manual dexterity, gross motor skills, bi-manual dexterity and fine motor skills

Work Environment:

  • Spa environment
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