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Guest Relations Representative

Modern Salon & Spa Charlotte, NC
  • Posted: over a month ago
  • Full-Time
  • Benefits: Vision, Medical, 401k, Dental

TITLE: GUEST RELATIONS REPRESENTATIVE

MISSION STATEMENT OF MODERN SALON & SPA: We define excellence by providing unparalleled customer service in an environment filled with a caring and dedicated team.

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.

  • Transfers calls to proper party using telecommunications system, when appropriate.

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

  • Initiates telephone calls to guests with information requested and researched or as requested.

  • Operates a switchboard to receive and route incoming calls and to place outgoing calls.

  • 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.

Support

  • Supports other staff in carrying out daily customer service and operations functions.

  • Contacts guests on behalf of staff or management to request additional information or missing data, as requested.

  • Ensures products are stocked and available at or near counter. (at Locations)

  • Ensures work area is maintained by keeping work area and/ or salon and spa neat and clean.

Shipping and Receiving (at Locations)

  • Assists staff and management in shipping and receiving packages, included overnight deliveries.

  • Ensures packages are removed to appropriate area in a timely manner.

  • Directs vendors or delivery personnel to proper receiving area for large deliveries.

  • Sorts and distributes incoming mail via inter-office mailboxes.

  • Notifies management of urgent matters related to received information.

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.

Information Technology

  • Utilizes internal software systems to schedule appointments, ring up sales, etc.

  • Ensures current knowledge of systems is maintained.

  • Assists Location Manager and/ or Director of Administrative Services with researching and problem-solving technology needs.

Other

  • Performs other duties as required or requested.

  • Contributes to the positive team efforts of the Call Center, the Location and/ or the company.

  • Maintains confidentiality of sensitive individual, guest, and organization data without exception.

QUALIFICATIONS

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.

ESSENTIAL PHYSICAL REQUIREMENTS

Call Center:

Standing/ Walking – low level

Sitting – high level

Lifting – up to 15 lbs.

Visual Concentration – high level

Hearing Concentration – high level

Locations:

Standing/ Walking – high level

Sitting – low level

Lifting – up to 15 lbs.

Visual Concentration – high level

Hearing Concentration – high level

WORKING CONDITIONS

Environment – normal Call Center or retail/ salon and spa environment

Modern Salon & Spa

Above all else, Modern Salon & Spa was created as a place of well-being. By catering to the mind, body and soul, we have created a retreat from the everyday haven of pure relaxation. Modern Salon & Spa invites you to experience every aspect of our unique environment and the services we offer. Whether it is your first time with us, or you are an old friend, we welcome you to Modern Salon & Spa a retreat that brings beauty, relaxation and well-being into perfect balance.

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