Front Desk Associate

Company: Massage Envy - Broadstone Marketplace
Location: Folsom
Posted on: May 31, 2021

Job Description:

JOB DESCRIPTION

TITLE:

Sales/Front Desk Associate

LOCATION:

Folsom Broadstone

REPORT TO:

Jasmine PeoplesSUPERVISES OTHERS:

No

OBJECTIVE/FUNCTION

Communicates with new guests to discover their reason for receiving a massage/facial. Presents the specific benefits of a Massage Envy membership to new guests and diffuses any stalls or objections they may have. Serves as the first impression of Massage Envy by greeting clients, booking appointments, suggesting services, maintaining clinic cleanliness and ensuring each member and guest has an outstanding customer experience.

DUTIES AND RESPONSIBILITIES

* Sales* Build rapport with guest by asking open-ended questions before their session to establish their need for visiting * Present wellness plan to guest and re-establish the resolve for their need after their session * Navigate guest stalls and objections * Role play with other employees to prepare for guest presentation * Stay updated on service and retail products and promotions

* Client Scheduling* Answer phones in a timely manner with a smile on your face * Extreme attention to detail to efficiently book appointments for massage therapists and estheticians * Ask questions of clients to best match them with massage therapist/esthetician * Error-free data entry of guest’s information * Maintain thorough and concise appointment and client notes

* Customer Service/Reception* Stand when a client enters the lobby and greet them by name when possible * Properly orient the guest to the clinic with a tour and pertinent information as you walk them to the tranquility room * Check clients out offering to book future appointments, gift cards, and guest passes * Keeping management apprised of member concerns and following manager’s policies, procedures, and directions * Maintain client files

* Teamwork* Communicate guest’s massage/facial needs to massage therapist/esthetician * Recognize and support team goals and create and maintain positive relationships with team members. * Completes all other daily duties as assigned.

* Clinic Cleanliness* We are a place of wellness and expect the clinic cleaning schedule to be strictly followed.  These tasks include hourly walk-throughs to ensure the restrooms, lobby, and quiet room are clean and organized. * Vacuuming, mopping, cleaning of restrooms, lobby and quiet room daily

IDEAL CANDIDATE

Passionate about achieving sales goals – Our ideal candidate understands the importance of massage therapy and esthetic facial treatments to overall health and wellness and can translate that enthusiasm for the benefits of cumulative massage therapy and esthetic sessions into membership sales by establishing rapport with new guests, asking open-ended questions, and discovering their reason for booking a service.

Empathic and caring - Clients often arrive stressed, tired, and/or in pain – this is Massage Envy’s time to shine. Understanding how the guest is feeling and being empathetic contributes to the guest’s overall experience. Our ideal candidate embodies the mantra of “solve, not sell”.  The sale organically follows the resolution of the original need for their visit.

Willing to go above and beyond to make the member or guest happy – the job is not just answering the phones and booking appointments. Our guests take valuable time away from their everyday life for their appointments at Massage Envy and we must honor and respect that time and give them a “WOW” experience.  Our ideal candidate recognizes and excels in enlivening each client interaction as an opportunity of impression.

Engaging and Inquisitive - The ability to engage with guests and have meaningful conversations is vital to the success of a Sales/Front Desk Associate. Our ideal candidate practices listening skills and has a knack for using this skill to connect, interact, and assess paramount information from our clients.

Calm and Composed - Massage Envy is a busy environment that requires composure and calmness while multi-tasking and meeting the needs of guests, co-workers, and the business at the same time.  Our ideal candidate embodies a tranquil and confident demeanor while addressing simultaneous responsibilities.

Always Smiling - It’s true. The most genuine and warm smile can be heard over the phone can contributes to the warmth of our environment. A great Sales/Front Desk Associate should be smiling 100% of the time.  Our ideal Sales/Front Desk Associates smile and exude their positive demeanor both on the phone and when our clients are directly in front of them.

GENERAL REQUIREMENTS

* Schedule flexibility and availability for nights and weekends. * Places a high value on professionalism and leaves any personal issues/drama outside of the clinic.  * Looks and acts professional at all times. * Meet company sales requirements PHYSICAL & ENVIRONMENTAL REQUIREMENTS

Able to stand and sit for extended periods of time, ability to communicate clearly and effectively in both written and spoken English.  Must be able to see well and able to read fine print.  Must be able to lift boxes weighing up to 10 pounds – maintaining files and documentation. Must be able to work in a subdued-lit, temperature controlled work area.  Must be able to see and work with a computer screen for extended periods of time (approximately 3 – 4 hours) and work in open area with other employees.

MINIMUM QUALIFICATIONS

EDUCATION:  High school graduate or general education degree (GED) required.

EXPERIENCE/KNOWLEDGE:  Must have basic math and cash handling experience and previous customer service experience (preferred). Must be able to prioritize and perform multiple tasks as well as work cohesively with others in a fun and fast-paced environment. Must possess general knowledge of massage and esthetic services and modalities.  Prior sales and customer service experience preferred.

SKILLS: Must have administrative filing, and strong phone and computer skills in addition to good written and oral communication skills.

PERSONALITY/OTHER:  Must be confident of skills; have the willingness to adjust to and conform to varying schedules; use the utmost discretion regarding sensitive company and member/guest information (maintaining client confidentiality); have excellent communication skills; be able to coordinate resources and responsibilities; and be able to get along well with others.  Must be accepting of constructive criticism in a positive manner and using it as a learning too. Smoking is not allowed while wearing clinic uniform shirt.

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change, i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments.

Keywords: Massage Envy - Broadstone Marketplace, Folsom , Front Desk Associate, Other , Folsom, California