Guest Services Representative

Job Summary:

 

Receive guest calls to book appointments, explain products and services and sell product, services, gift certificates, promotions and packages, while demonstrating exceptional customer service.  Facilitate the guests? experience from check-in to check-out.  Perform various clerical duties and utilize ongoing training resources to enhance electronic scheduling skills.

 

Job Reports To (Title):  General Manager

 

Essential Duties and Responsibilities:

 

?  Book appointments based on specific service time requirements.

o Check open time slots and/or cancellations regularly and utilize the waitlist in order to accommodate guests? most preferred time and date.

o Communicate volume and schedules to management to arrange appropriate staffing.

o Make confirmation calls to remind guests of their appointment time and provide any necessary details (at least 24 hours in advance).

?  Effectively communicate with potential guests to explain services and promotional programs and assist with appointment needs.

o Understand and promote all services and packages on the menu, with specific direction from management on areas of focus.

o Suggest add on services and actively guide guests to the appropriate time slots in accordance with the Booking guidelines.

o Actively announce current sales promotions (Valentine?s Day, Mother?s Day, and Father?s Day).

?  Facilitate the guests? experience at the spa/salon by providing outstanding guest service.

o Conduct guest check in/out, including conducting monetary transactions and accepting tips for technicians.

o Guide or take guests to their service location and manage the flow of their experience.

o Receive guest complaints and determine course of action, referring to management as needed.

?  Support technician?s by managing schedules, handling backlog when appointments run late, and accommodating guests.

?  Assist in training other staff members as needed.

?  Answer incoming calls using the standard greeting in a timely manner.

o Keep adequate coverage on the phones at all times.

o Understand phone system and related functions.

?  Exemplify Company standards to guests and co-workers.

o  Maintain high professional standards of service, appearance and behavior.

o  Encourage and maintain cooperation and teamwork within the booking area.

o  Participate in monthly department meeting and staff-wide General Manager?s monthly meeting.

?  Perform various clerical duties as needed.

o Maintain and update master client file.

o Keep work area organized at all times and comply with all Company policies.

 

Job Qualifications:

 

?  Previous call center or reservation experience in a fast-paced service environment.

?  Strong customer service skills.

?  Excellent (English speaking) communication skills.

?  Team player with good organizational and interpersonal skills.

?  PC or keyboarding skills.

?  Able to handle multiple duties simultaneously.

?  Available to work varied shifts (evenings and weekends).

 

To perform this job successfully, an individual must be able to perform each essential duty at a satisfactory level.  The requirements listed above are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.