Guest Experience Specialist

Position Title: Medical Spa Guest Experience Specialist

Department: Customer Service

Reports to: Spa Manager

Coordinate Positions: Guest Experience Specialists work closely with the Spa Manager, Nurse, Nurse Practitioner, Physician's Assistant, Esthetician, etc.

Summary (Purpose): The Guest Experience Specialist ensures guests have an exceptional experience when they call or walk through the door. They are responsible for providing all guests are scheduled accurately and receiving their services promptly and professionally. The Guest Experience Specialist must embody VIO's core values and reflect them through interactions and behaviors. Guest Experience Specialists must continually meet guest expectations by responding to guest questions and inquiries, managing the guest intake process, ensuring a clean and organized workspace, providing excellent communication and administrative services, supporting the sales process, and representing the VIO Med Spa brand at the highest level.

Qualifications

• Professional in appearance
• Excellent interpersonal and social intelligence
• Personable and possess the confidence necessary to engage the sales process
• Friendly, caring, and compassionate
• Passion for aesthetics and possess the desire to learn more about the industry
• A desire to continually improve
• Career-minded
• Team-oriented and willing to do what it takes to help the team succeed
• Entrepreneurial-minded, taking ownership of their role in the success of the business
• Goal-oriented and driven to achieve
• Prior Med Spa Experience
• Work history includes last Customer Service Training

Significant Functions (Primary Duties and Responsibilities):

• Reflect VIO's core values in every interaction;
• Greet guests and answer phone calls;
• Pamper and serve the guest;
• Gather accurate guest information and ensure the completion of all necessary forms and paperwork;
• Schedule guest services; assist in filling openings in the 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;
• Confirm guest appointments and procedures, making sure the scheduled treatments are accurate and book in a suitable time frame; review all health and Spa policies with guests;
• Respond to email and voice messages promptly;
• 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 expectations;
• Drive sales and achieve sales targets for promotions, services, and treatment launches;
• Assist the Spa Manager as directed and carry out reasonable tasks allocated;

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 * 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