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Guest Experience Specialist

2 months ago

Burlingame, California, United States the now corporation Full time

About The NOW:
The NOW is a unique massage boutique that believes self-care is essential for everyone. Established to provide a tranquil escape from the hustle and bustle of modern life, The NOW aims to deliver exceptional and affordable massage experiences in a beautifully designed environment. With locations expanding across the country, The NOW is committed to sharing its thoughtfully curated menu of customizable treatments and wellness products with communities nationwide.

Position Overview:
The Guest Experience Specialist plays a vital role in ensuring the smooth operation of the boutique and the satisfaction of all guests. Responsibilities include welcoming guests, managing phone inquiries, assisting with service-related questions, scheduling appointments, promoting membership options, and processing payments.

Key Responsibilities:

  • Deliver outstanding customer service to all guests, both internal and external.
  • Articulate and embody The NOW's mission and values.
  • Punctually start and finish shifts as scheduled.
  • Follow established procedures for opening and closing the boutique.
  • Efficiently manage appointment bookings, modifications, and cancellations.
  • Greet every guest warmly upon arrival and departure.
  • Provide comprehensive information about services, enhancements, retail offerings, and policies.
  • Utilize computer systems effectively for business purposes only.
  • Maintain accurate cash register operations.
  • Answer phone calls promptly, using guests' names to personalize interactions.
  • Actively promote services, enhancements, memberships, and special offers.
  • Maintain eye contact and engage with guests during conversations.
  • Address guest inquiries and concerns with professionalism and courtesy.
  • Ensure guest satisfaction through timely and appropriate responses to requests.
  • Keep the work area clean, safe, stocked, and organized.
  • Work independently while remaining at assigned posts for extended periods.
  • Foster a positive work environment free from discrimination and harassment.
  • Participate in training sessions and staff meetings regularly.
  • Assist in various operational areas as directed by management.
  • Communicate any issues involving staff or guests to management promptly.

Position Requirements:
  • Detail-oriented with strong multitasking abilities.
  • Efficient and productive in a fast-paced setting.
  • Enthusiastic with excellent customer service skills.
  • Basic math and cash handling proficiency.
  • Friendly and outgoing personality with a passion for working with people.
  • Strong communication, listening, and computer skills.
  • Team player mentality.