Guest Relations Representative

POSITION SUMMARY: Responsible for answering and transferring incoming calls, including critical calls related to customer service, appointments, and sales. Maintains and projects a positive company image by receiving and greeting guests and visitors. Assists with administrative duties by maintaining schedules, appointments, records, and reports. Performs other clerical functions as needed. Provides clerical assistance and support to service providers and managers, as needed, and other related duties as required or requested.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Telephone Calls/ Customer Service

• Answers incoming telephone calls promptly and in a courteous manner.

• Makes appointments, assists customers, sells products and services, resolves challenges, and in other ways assists guests.

• Responds to customer inquiries and service requests. Ensures requests are responded to courteously and quickly. Assists in handling complaints and sales inquiries.

• Exercises good judgment in representing the company, taking ownership of a guests concern or request, and following through to resolution.

• Promotes Modern Salon and Spa’s products, services, and locations when interacting with guests and potential guests.

Front Desk/ Greeting (at Locations)

• Greets guests, potential guests, vendors, applicants, and visitors and determines the nature of their visit.

• Determines if visitors have an appointment.

• Acts as greeter to ensure current and potential guests are given the high level of service in which Modern Salon and Spa prides itself.

Communication

• Interfaces in a positive manner with internal customers and external guests in performing critical public relations duties.

• Responds to questions in a professional manner.

• Maintains open communication with internal customers during the performance of duties in order to ensure guests receive the highest level of service and care.

• Attends staff meetings and educational meetings, as scheduled or requested.

• Provides suggestions and ideas to management related to procedures that impact telephone and guest/ visitor traffic and guest satisfaction and retention.

Knowledge

• High school diploma or equivalent, required.

• Some college, preferred.

• Two years experience in salon and spa, retail, communications, public relations, call center and/ or related field.

• Experience in answering multi-line telephones and/ or in customer service position, a plus.

• Has knowledge of commonly used concepts, practices, and procedures within the salon and spa and/ or customer service field.

Skills

• Demonstrated familiarity with computer systems, in general. Acumen for using technology.

• Excellent verbal communication skills.

• Demonstrated attentiveness to details; basic mathematical skills and neat handwriting.

• Good internal and external customer service skills related to interaction with guests, potential guests, managers, co-workers, vendors, and others.

• Demonstrated ease in interacting and problem solving with guests/ the public.

Abilities

• Good use of eloquent language, grammar, and sentence structure in verbal communications, a requirement.

• Ability to work independently with minimal supervision.

• Friendly, courteous, warm and welcoming demeanor.

• Ability to follow instructions and guidelines provided to perform job up to standards set by Modern Salon and Spa.

• Ability to represent the company in a positive way through neat and professional appearance and behavior.

• Ability to perform effectively in a multitasking environment, i.e. be able to complete tasks at hand completely and accurately following interruptions.