What are the responsibilities and job description for the Day Spa Customer Service Representative/Front Desk Receptionist position at The Pearl Day Spa?
Please Note
Though our front desk position is not new, this posting is for a new role and position scope within the front desk team. You will be part of a team helping us launch a new line of mobile spa services, Massage-to-Go. Please know that for the first 3-6 months, hours may vary and require flexibility. This position will offer learning and growing as we figure out what is most helpful to the team in our new endeavor.
Our Company
We’re a local growth-minded day spa that has served the greater Eugene community for over 20 years. In the chaos of modern life, we believe everyone needs someone in their corner for support. Managing our stresses, anxiety, and pain is no longer optional–it is essential. The work we do daily supports our mission of Compassionate Service to Enrich Your Life. We meet clients exactly where they are, without judgment or expectation. Everybody deserves care.
Who You Are:
You derive satisfaction from being of service to others through the facilitating excellent customer service. You have an existing skill set in customer service, but, more importantly, a willingness to grow, learn, and be coached toward further development.
Our Ideal Candidate:
The most important factor for us when hiring is ensuring a great team fit. This means we have a mix of staff members with a spectrum of experience in their respective fields, unified by our desire to be of service to our clients and community.
Your Skillset & Responsibilities
- First and foremost, be awesome! You must have the desire and ability to facilitate transformative experiences for clients on a consistent basis. Whether you are answering the phones or providing services, consistently superior service is key in creating experiences that clients want to return to, again and again.
- You understand that, while this is a healing and helping industry, long-term success means being aware of industry realities such as maintaining strong client retention, meeting goals, monitoring relevant metrics, and balancing day-to-day operations with an eye toward long-term plans.
- A willingness to be an active participant. Whether it’s attending meetings, writing a blog post, or problem-solving something with us, your success and satisfaction will be equally as determined by your level of participation as as our role as an employer. Teams operate as teams, not as individuals.
- You’re inspired by the greater good. You recognize that nothing exists truly independently of anything else. We are a business that exists in a community. We are both supported by and give support to that community.
- You can communicate clearly and directly. Our industry is one of limited 1-1 interactions with other co-workers–this means recognizing the importance of communication. The greater our flow of communication, the greater our overall success.
- You aren’t afraid of the uncomfortable. Discomfort means growth. Whether this manifests as a challenging conversation with a peer or supervisor, finding our edge of discomfort in a supportive environment is the path to success.
- You can admit a failure or mistakes and recover quickly. Mistakes and failures happen constantly. Success should not be measured by the presence of a failure but by how quickly you can recognize what didn’t work and move on to the next step.
- Inspired to perform and achieve. If goals scare you, we won’t be a good match. If feedback scares you, we won’t be a good match.
- Coachable. Often the biggest roadblock to our growth is our own pride. You have the ability to maintain a beginners mindset, accepting constructive critical feedback from clients, peers, and supervisors alike.
Job Summary:
The front desk is the first impression our clients get of the spa. The front desk answers phone calls, texts clients, books appointments, handles client check-in and check-out processes including retail and membership sales, and the flow of the spa, the clients, and the practitioners. The front desk interfaces with all departments in the spa and coordinates communication between them and the client.
Qualifications and Requirements:
- Exhibit our mission, vision, and values in your interactions with both clients and other members of the team. Assessments of your performance will be based on the execution of our values.
- Maintain a professional and warm demeanor to all clients and staff members.
- Open and close the spa in accordance with the front desk training manual.
- Ability to answer phone calls, return emails, return voicemails quickly and professionally. All client emails, phone calls, voicemails, and concerns need to be addressed within 60 minutes or less.
- Able to meet upgrade and sales metrics or other goals set forth by your supervisor.
- Ability to stand/sit for long periods of time, walk up and down stairs, lift and carry up to 30 pounds
- Ability to communicate efficiently and professionally with clients, staff, and managers.
- Schedule management. The front desk handles all bookings and logistics for appointments. It is your responsibility to be able to visualize an ideal flow and maintain schedule availability for 10 practitioners a day. Review and maintain appointment notes, and be aware of the schedule while on shift.
- Book client appointments with regard to special situations and accommodations, asking clarifying questions (insurance, do you currently have gel polish, type of massage, etc.) when necessary to ensure a positive and smooth experience for clients and staff.
- Ensure the spa is stocked with products and goods not directly involved in a professional service. Business cards, tip envelopes, facial tissues, bathroom supplies, spa menus, lounge supplies, etc.
- Coordinate with the manager to ensure any necessary or assigned duties are handled in a timely manner.
- Ensure that client information is up-to-date and all necessary client forms have been filled out before appointment.
- Appropriate and professional use of spa-provided communication tools such as Slack, Messenger.ai, Mindbody, phone and email.
- Maintain a clean and tidy environment at all times. While we have a cleaning crew that regularly does thorough cleaning, the front desk is responsible for keeping all desk, lobby, and lounge areas neat and tidy.
- Adherence to all standard operating procedures, policies, training manuals, and handbooks that may apply to your position.
- Reporting any issues promptly to a supervisor. Whether safety concerns or interpersonal concerns, we must be made aware of issues in a timely manner.
The interview Process:
Considering the above, our interview process involves a few touch points that allow our existing team to get to know you. Our goal is a great team fit. At each point in the interview process we will be sure to inform you of the next steps and who they will be with to ensure you feel both informed and prepared.
- Your interview process will begin with a CEO phone call. This lasts about 30 minutes and you can think of it as a preliminary “getting to know you.” We will discuss your work history, skills, and why you are looking for a position with us. We will also ask you a few story-based questions, so be sure to have your thinking cap on! Depending on our schedule, expect this to occur within 1 week from first being contacted.
- If you do not make it further in the process, we notify all candidates as such.
- If you do move onto a second interview, what that looks like will depend on the position for which you are being hired. In the case of practitioners, this will include some additional Q&A time as well as performing a department-appropriate service on one of our team members. Depending on our schedule, expect this to occur within 1-2 weeks from first being contacted.
- If selected to move forward, a job offer will be extended to you, at which point you will meet with the CEO to discuss in more detail the position, pay, benefits, and expectations.
- Upon accepting a position you will begin the hiring, onboarding, and training process!
Job Types: Full-time, Part-time
Pay: From $15.75 per hour
Expected hours: 24 – 35 per week
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Weekends as needed
Application Question(s):
- Tell me about a specific time you experienced excellent customer service in the last six months? What, specifically, about it made it exceptional and memorable?
Experience:
- Front Desk/Reception: 1 year (Preferred)
License/Certification:
- OLCC Service Permit (Preferred)
Work Location: In person
Salary : $1 - $16