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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 emphasizes the importance of self-care as an essential part of life. Established to provide a serene escape from the hustle and bustle of modern life, The NOW aims to deliver exceptional, affordable massage services in a beautifully designed environment. With locations across the country and more on the way, The NOW is dedicated to sharing its thoughtfully curated menu of customizable treatments and wellness products with communities nationwide.

Position Overview:
The Experience Guide plays a crucial role in managing the reception area and ensuring the smooth daily operations of the facility. Responsibilities include welcoming guests, handling phone inquiries, assisting with service and product questions, scheduling appointments, promoting membership options, checking guests into the system, personalizing massage experiences, and processing payments for services rendered.

Key Responsibilities:

  • Deliver exceptional guest service to all visitors, including internal staff.
  • Articulate and embody The NOW's mission effectively.
  • Punctually attend scheduled shifts.
  • Follow standard operating procedures for opening and closing the boutique.
  • Accurately manage appointment bookings, modifications, and cancellations.
  • Greet and acknowledge every guest upon entry and exit.
  • Provide comprehensive information about services, enhancements, retail offerings, and policies.
  • Utilize computer systems proficiently for business purposes only.
  • Maintain the cash register and ensure accurate financial transactions.
  • Answer phone calls promptly, using guests' names to personalize interactions.
  • Actively promote services, enhancements, memberships, and special offers.
  • Maintain eye contact and engage positively with guests.
  • Address guest inquiries and concerns with professionalism and courtesy.
  • Ensure a clean, safe, and organized work environment.
  • Work independently and remain at designated posts for extended periods.
  • Foster a positive workplace culture free from discrimination and harassment.
  • Participate in training sessions and staff meetings regularly.
  • Assist management in various operational tasks as needed.
  • Communicate any significant occurrences involving staff or guests to management.

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.