Medical Spa Guest Experience Specialist

Position Title:Guest Experience Specialist

Department: Customer Service

Reports to: Spa Manager

Location: Holly Springs, North Carolina

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 is 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 VIO’s core values and reflect them through their interactions and behaviors. Guest Experience Specialist 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 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 for their tole in the success of the business
• Goal oriented and driven to achieve
• Prior Med Spa Experience
• Work history includes prior Customer Service Training

Major 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 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 booked in a suitable time frame; review all health and Spa policies with guests;
• Respond to email and voice messages in a timely manner;
• 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 expectation;
• 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 of time * 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

Job Type: Full-time

Pay: $15.00 - $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• Raleigh-Durham, NC: Relocate before starting work (Required)

Work Location: In person