Guest Sales Associate / Front desk

As a team,we'recommitted to delivering an excellent experience every time and growing our member base to help more people on their wellness journey. Your role in our mission is converting guests to members,retainingmembers, driving retail sales, and delivering an amazing experience. This includes:

• Providing outstanding customer serviceby greeting clients upon arrival, scheduling services, answering phone calls, addressing questions and concerns, protecting client confidentiality, andmaintaininga safe and therapeutic environment for everyone in our location.
• Promoting the value of total body careby educating clients on new and expanded services, selling the Massage Envy Wellness Program, booking clients for future services, and encouraging homecare retail purchases based on service provider recommendations.
• Driving member retentionthrough outreach via phone and email to current members.
• Upholding the Massage Envy core valuesof optimism, gratitude, excellence,consistencyand empathy.
• Protecting our workplace cultureby recognizing and supporting team goals and building positive relationships with team members.

DUTIES AND RESPONSIBILITIES

Responsibilities

Sales

• Asks questions andengages withcustomers toidentifytheir needs and offer products and services at every interaction.
• Sell wellness package memberships to Massage Envy guests at a close rate of 25% (1 out of 4 guests).
• Understand customers’ needs and fully understand our services (massage, enhancements, facials, stretch) to be able to cross-sell service and properly sell guest treatment plans and products.
• Present and sell at-home-care routines based on service provider recommendations.
• Meets and exceeds daily,monthlyand quarterly goals.

Customer Service

• Effectively communicates with guests in-person, over the phone and via email in an upbeat and professional manner.
• Ability to listen to customers’ needs and feedback while takingappropriate actionto satisfy the customer and escalating as needed.
• Ability to monitorscustomer satisfaction levels andresolvingissues as they arise, referring customers to leadership when needed.

Culture &Administrative

• Work with the team to take on and complete tasks throughout the day.
• Focused onmaintainingthe clinic for a great guest experience.
• Book appointments to achieve maximum scheduling efficiency.
• Maintain client files and proactively communicate client wants and needs to service providers.
• You believe in wellness, love being an ambassador and encourage teamwork to drive an outstanding experience for our team, members, and guests.

IDEAL CANDIDATE

The ideal candidate will be solutions oriented whiletaking action to getthings done. You must be curious and willing to research answers, identify when you need help, speakupandhave the ability toperform inafat paced, ever-changing environment. You are a liaison between our clients and our service providers. You thrive in being a culture ambassador that is welcoming to all. You want to support people and create a fun place to work for yourself and those around you.

MINIMUM QUALIFICATIONS

• Available to work weekends (Saturday,Sundayor both)
• Willing to work a minimum of 20 hours/week.
• Strong communicator who wants to encourage teamwork and fun.
• Open to feedback and learning.
• Thinkslike a leader with an ability to work independently with limited supervision.
• Takespride in being the best to help the team exceed center and individual goals.
• Loves making customers happy.
• A professional appearanceat all times.
• A strong desireto work with others and engage new associates with energy and enthusiasm for our company.
• Computer, phone and point of sale experiencerequired.

This document 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 bean accuratereflection of the current position, 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.