About This Role
Delivering outstanding customer service is the primary responsibility of a Front Desk Associate, helping clients understand the benefits of regular massage, skin care, and stretch. This role uses strong communication skills to offer memberships, advanced services, enhancements, retail products, and gift cards in a genuine, authentic way that benefits the client and exceeds performance goals. Front Desk Associates thrive in an environment of teamwork and collaboration, fostering a culture focused on customer satisfaction.
Responsibilities
- Understand, believe in, and uphold PCRK Group and Massage Envy’s Mission, Vision and Values
- Answer telephones promptly and schedule appointments appropriately
- Proficiently navigate and utilize the computerized point of sale system
- Understand and communicate information about services and professional specialties to effectively and accurately make "customized" recommendations to best match clients with the appropriate professional service provider for their needs
- Stand to personably greet all clients, by name when possible, and make them feel welcome
- Consult with new clients to learn their treatment needs and communicate those needs and any client concerns to the service professionals
- Listen intently to client feedback on their service and accurately explain options for the client including introducing the Wellness Program & Agreement and aligning that to the wellness plan recommended by the service provider
- Meet or exceed individual and location goals
- Actively maintain a time management plan to ensure continuous productivity
- Identify and suggest ways to improve location performance
- Continually learn about product knowledge of skin care lines to support product recommendations for a client’s successful home regimen
- Assist with other duties, which may include but are not limited to:
- Complete regular cleaning checklists throughout the day and at close of business
- Make outbound calls to members and guests
- Restock supplies
- Accurately operate the POS and client database
Requirements
- Proven experience in a customer-facing retail, healthcare, or membership environment
- Understand and believe in the healing benefits of massage therapy, bodywork, and skin care services
- Excellent verbal, written, interpersonal, and computer skills
- Able to manage multiple priorities, make sound, timely decisions, and be accountable for results
- Relationship management including the ability to collaborate, communicate, and influence
- Able to work flexible days and hours
- Regularly required to talk and hear
- Very active position requiring standing, walking, bending, kneeling, stooping, and crouching all day
