Lead Front Desk Associate
This position is the key communication partner between all front desk associates and the management team. The Lead Front Desk Associate is responsible for training the front desk team in operational procedures as well as sales skills.
Responsibilities include (but not limited to):
+ Model exceptional customer service skills for the entire clinic staff to emulate
+ Set the tone and culture for the front desk team
+ Responsible for maintaining a positive work environment by fielding front desk associate challenges and facilitating solution oriented discussions
+ Mentor front desk associates in a respectful and honest manner; effectively communicating and helping to create “habits of success” in all duties including membership sales
+ Facilitate communication between the front desk staff, Estheticians, Massage Therapists and management
+ Inventory of clinic supplies
+ Coordinate, organize and facilitate training with front desk associates as needed including new hires
+ Lead Front Desk Associates will not be responsible for, or have authority in disciplinary issues
+ Attend required meetings and trainings
+ Work to resolve customer service issues as needed
+ Answering phone calls.
+ Setting and checking members and guests in and out for appointments.
+ Greeting members and guests upon arrival.
+ Promoting the Wellness Program.
+ Re-engaging inactive members.
+ Keeping management apprised of member concerns and following manager’s policies, procedures and direction.
+ Accepting constructive criticism in a positive manner and using it as a learning tool.
+ Upholding the Massage Envy brand’s core values of optimism, gratitude, excellence, consistency and empathy.
+ Staying updated on retail products and promotions.
+ Recognizing and supporting team goals and creating and maintaining positive relationships with team members.
Qualified candidates will:
Education, Skills and Training:
+ Ability to identify areas for technical improvement for all Front Desk Associates
+ Ability to train and mentor
+ Ability to close membership sales
+ Effective communication and listening skills
+ Problem solving
+ Interpersonal relationship skills
+ Emotional intelligence
+ Excellent customer service skills
+ Flexibility and adaptability
+ Have a high school diploma or equivalent (GED).
+ Possess basic math and cash handling experience.
+ Have strong phone and computer skills.
+ Be able to prioritize and perform multiple tasks.
+ Work cohesively with others in a fun and fast-paced environment.
+ Possess general knowledge of massage and esthetic services and modalities.
+ Work a minimum of 30 hours a week.
Communications and Personal Interactions
+ Have a strong customer service orientation and be able to communicate effectively with members and guests, prospective clients, vendors, and the franchised location’s management and team.
+ Maintain client confidentiality.
*Massage Envy Franchising, LLC (“MEF”) is a national franchisor of independently owned and operated franchised locations. Each individual franchised location, not MEF or any of its affiliates, is the sole employer for all positions posted by a franchised location, and each individual franchised location is not acting as an agent for MEF or any of its affiliates. Hiring criteria, benefits and compensation are set by each individually owned and operated franchised location and may vary from location to location.
Job ID: 2017-12515
External Company URL: www.massageenvy.com
Work location: Springfield, PA