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Guest Experience Specialist

4 months ago

Redmond, United States Schnase MD PLLC Full time
Job DescriptionJob Description

Guest Experience Specialist Job Description 

Who We Are: 

V/O Med Spa is an age-defying, beauty and wellness spa that provides unparalleled and innovative services for both men and women who want to retain that youthful look and feel without engaging in invasive procedures. V/O Med Spa is purpose driven, helping women and men of all ages to “Feel Great and Look Amazing” by meeting their personal beautification and wellness goals. At V/O Med Spa we understand that everyone’s needs are different. Therefore, we create individualized health and beauty plans that are designed to meet their specific needs 

VIO Med Spa offers traditional services that have long been proven to gain the results our guests have come to expect from a boutique medical spa. However, our service offerings do not stop there. VIO Med Spa’s vision is to be the innovative leader in the medical spa industry by providing the latest cutting-edge technologies and therapies offered in the wellness and aesthetics industry. 

We are looking for teammates to join us in building our company, culture, and Member experience who:  

  • Are self motivated, self directed, and detail oriented to ensure we deliver results for Members with a positive attitude 

  • Bring enthusiasm and energy needed to help Members transform their beauty and wellness building their confidence 

  • Desire to actively learn, constantly looking to improve and grow 

  • Put people first, and make decisions with the member’s best interests in mind 

  • Are team oriented, building a culture of empathy and accountability 

  • Are ethical and approach operations and leadership with integrity and honesty 

  • Are creative and tenacious in their ability to build relationships with our Members, team, and community 

About this role 

The Guest Experience Specialist is an in person, full time role who will work closely with the Cosmetic Injectors, and Wellness Practitioners reporting to the Spa Manager. They are 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 V/O’s core values and reflect them through their interactions and behaviors. Guest Experience Specialists 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 V/O Med Spa brand at the highest level. 

What you’ll do 

  • Collaborate closely with the team to deliver an exceptional Guest experience and maintain high Member satisfaction 

  • Acknowledge and greet every guest who enters and leave the spa 

  • Ensure that the check-in, check-out and payment process is handled in accordance with company policy  

  • Possess a thorough knowledge of spa services and products offered and provide callers and guests with detailed descriptions of spa treatments, packages, services, and hours of operation. 

  • Exhibit excellent interpersonal skills and customer service orientation 

  • Learn new services and product lines introduced into the spa and effectively integrate them into the Member experience 

  • Utilize spa computers with skill and proficiency; document guest information in electronic record as directed. 

  • Maintain familiarity with the Point of Sales system 

  • Maintain a timely schedule to assist the treatment team in providing care effectively and efficiently by accurately booking, scheduling, canceling and rooming guests 

  • Answer incoming phone calls and  perform outbound calls for lead followup 

  • Conduct transaction closing with appropriate billing, payment collection and scheduling 

  • Open or close spa according to Standard Operating Procedures 

  • Build a practice to develop and maintain Member retention by creating and participating in a business plan with the Spa Manager to increase injectable and med spa services including use of social media, marketing campaigns and events 

  • Ensure compliance with all relevant laws and regulations, including employment laws and health codes 

  • Keep abreast of trends in the spa and wellness industry, including new treatments, products, and customer preferences 

  • Oversee the maintenance and cleanliness of the spa facility, ensuring it is well-maintained and meets the highest standards.  

  • Ensure that the spa complies with all health and safety regulations, maintaining cleanliness, and providing a safe environment for both clients and staff. 

  • Meet or exceed productivity goals individually and as a group, while serving the Member at the highest level by collaborating with the Spa Manager on weekly/monthly/quarterly goals 

  • Attend staff meeting and trainings as scheduled 

  • Collaborate with the Spa Manager to maintain inventory of supplies and products to avoid shortages 

  • Assist in all areas of spa operation as requested by management 

  • Communicate to management any and all occurrences involving staff or guests in the spa that require attention 

  • Performs other duties and tasks as needed 

What we’re looking for 

  • Minimum of 1 year of experience as a Front Desk personnel or as Customer Service representative with proven sales OR Minimum of 1 year of employment within a Hotel environment or Spa preferred 

  • Detail oriented front desk team member with the ability to multitask 

  • Ability to be efficient and productive in a luxury, fast paced environment 

  • Enthusiasm and possession of excellent customer service skills 

  • Knowledge of current aesthetic treatment practices, products and trends 

  • Previous sales experience preferred 

  • Medical Assistant Certification and experience a plus 

  • Brand enthusiast participating in social media, social events to develop and grow our brand and development of the Med Spa 

  • Openness to grow and learn additional skills in the beauty, health, and wellness space 

  • Demonstrated self starter who is comfortable taking initiative  

  • Ability to be adaptive and flexible, embracing change while remaining highly organized 

  • Impeccable time and self management skills 

  • Analytics and problem-solving skills; Highly collaborative and flexible 

  • Enjoy working with people and possess a friendly and outgoing personality 

  • Technological aptitude with excellent computer and tablet skills 

  • Relationship oriented, exceptional interpersonal skills with a team mindset for success 

  • Ability to lift at least 30 pounds 

  • Ability to stand for extended periods of time 

  • Understands exposure to blood and bodily fluids, utilizing proper PPE 

  • Use of manual dexterity, gross motor skills, bi-manual dexterity and fine motor skills 

  • Ability to work evenings and weekends 

  • Social media management experience a plus, but not required 

Individual compensation packages are based on a few different factors unique to each candidate, including an evaluation of candidate’s skills, experience, and market demands.