Front Desk Massage Boutique - Experience Guide

Job Description

Job Description

If you love self-care and wellness, this is your chance to work at a fast-growing massage boutique. The Experience Guide (or Front Desk Attendant) is responsible for creating a welcoming, seamless, and elevated guest experience while supporting the daily operations of the boutique. This role serves as the first and last point of contact for guests and plays a key role in maintaining The NOW brand experience through exceptional hospitality, organization, communication, and attention to detail.

The Experience Guide supports all front desk and reception functions, including greeting guests, answering phone calls, booking appointments, checking guests in and out, assisting with service and product questions, promoting memberships and retail sales, customizing guest massage experiences, processing payments, and helping ensure the boutique operates smoothly each day.

The NOW Massage Preston Forest, located at the corner of Preston Road and Forest Lane, offers an oasis to disconnect from the outside world and reconnect within through the healing benefits of massage therapy.

The Experience Guide is expected to:

• Arrive on time and prepared for each scheduled shift.
• Provide exceptional guest service to all guests, team members, and internal partners.
• Understand and clearly communicate The NOW mission, services, enhancements, retail offerings, memberships, promotions, policies, and parking information.
• Properly open and close the boutique each day in accordance with Standard Operating Procedures.
• Warmly acknowledge, greet, and thank every guest entering and leaving the boutique.
• Answer phone calls promptly and professionally, using the guest’s first name throughout the conversation whenever possible.
• Accurately book, change, and cancel massage appointments.
• Check guests into the computer system, customize each guest’s massage experience, and process payment for services performed.
• Actively promote services, enhancements, memberships, retail products, special events, promotions, and discounts.
• Maintain a clean, safe, fully stocked, and well-organized boutique environment at all times, including the lobby, transition room, journey room, guest bathroom, break room, employee bathroom, utility areas, and other staff-only spaces.
• Maintain retail displays and restock shelves as needed.
• Support Massage Therapists as needed, including helping reset rooms, organizing sheets, refilling massage gel bottles, and assisting with other operational needs.
• Use computers and boutique systems with skill, accuracy, and professionalism, and only for business purposes.
• Maintain the cash register bank and follow proper cash-handling procedures.
• Maintain eye contact and professional body language when communicating with guests and team members.
• Respond to guest questions, concerns, and requests promptly, accurately, and courteously.
• Use active listening skills, including paraphrasing guest concerns to ensure clear communication and understanding.
• Work independently without constant direct supervision and remain at the assigned post for extended periods of time.
• Maintain a positive attitude and contribute to a respectful, healthy workplace free from bullying, discrimination, harassment, and retaliation.
• Attend, participate in, and support required training sessions and staff meetings.
• Assist in all areas of boutique operations as requested by management.
• Promptly communicate to management any guest, staff, operational, or safety-related issues requiring attention.

The ideal Experience Guide will have:

• Strong attention to detail and the ability to multitask.
• The ability to work efficiently and productively in a fast-paced environment.
• A genuine enthusiasm for hospitality, guest service, and wellness.
• Excellent customer service, communication, listening, and interpersonal skills.
• A friendly, outgoing, and professional personality.
• Basic math and money-handling skills.
• Comfort using computers, scheduling systems, and point-of-sale tools.
• The ability to remain calm, courteous, and solution-oriented when handling guest questions or concerns.
• A team-oriented mindset and willingness to support all areas of boutique operations.
• Reliability, punctuality, and a strong sense of accountability.

All duties and requirements listed above are essential job functions. This job description does not state or imply that these are the only duties to be performed by team members in this position. Experience Guides may be required to perform additional job-related duties as assigned by their supervisor or management.