Guest Services Specialist

JOB SUMMARY:
Oversee the day-to-day operations of Guest Service Representatives and Future Booking Agents to achieve overall company goals and objectives. Display exceptional customer service and communication skills to effectively sell services, book appointments and check in/out guests in a professional and timely manner, following established operational procedures. Actively promote spa packages, explain Gift Certificate purchase procedures, and current retail promotions.

ORGANIZATIONAL RELATIONSHIPS:
Job Reports To (Title): General Manager
Job Supervises (Title(s): Guest Service Representative, Future Booking Agent, may supervise Spa Attendants

ESSENTIAL DUTIES AND RESPONSIBILITIES:
?Oversee day-to-day activities of future booking and the front desk to ensure that related operations run smoothly and efficiently.
?Develop and motivate staff, providing feedback on quality of work and taking corrective action when needed. Ensure that associates develop a thorough knowledge of all treatments, services and packages available within the salon.
?Assist in recruiting, hiring and training of GSRs and effectively communicate job responsibilities and performance expectations.
?Maintain highest standards of guest service, personal appearance and professional behavior.
?Enforce customer service standards and monitor activities to ensure associates are following company guidelines and procedures.
?Utilize effective selling skills to promote salon/spa services in accordance with overall salon productivity goals.
?Monitor calls and record daily, weekly, monthly individual and team performance statistics
?Provide input in the preparation of effective performance reviews for various staff members.
?Review and prepare weekly work schedules and requests for time off to ensure adequate coverage.
?Approve guest service schedule changes as needed.
?Maintain cooperation and teamwork within the department, delegate tasks productively and follow up accordingly.
?Perform various administrative functions and complete management reports in an accurate and timely manner.
?Schedule and act as company contact for all group appointments.
?Monitor and post daily sales information and develop strategies to meet or exceed previous booking goals.
?Answer incoming calls using the standard greeting in a timely manner and book appointments based on specific service time requirements.

JOB QUALIFICATIONS:
?Previous supervisory or management experience in a fast-paced call center, reservations or customer service environment.
?Team player with excellent leadership, customer service, communication, and interpersonal skills.
?Strong analytical, problem-solving and conflict resolution skills.
?Passion for excellence.
?Strong PC or keyboarding skills.
?Effective organization skills, able to handle multiple duties simultaneously.
?Flexible and 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.
REQUIREMENTS
See Job Description.