What are the responsibilities and job description for the Guest Experience Associate position at Exhale Spa?
Job Details
Guest Experience Associate
Exhale, a leading wellbeing brand, revolutionized the spa fitness industry in 2003 with a unique business model that addresses both mind and body through spa fitness. Dedicated to transformation, mindfulness, and healing, exhale has 8 locations in the U.S. Caribbean offering dozens of proprietary boutique fitness class programs and award-winning healing spa therapies.
We are seeking a Guest Experience Associate to become a part of our exceptional team!
Come find your home away from home with Exhale and excel in your career!
Position Summary
The Guest Experience Associate (GEA) must embrace the exhale sales culture by modeling our Exhale Experience method: Know Your Guest, Maximize Today, and Ensure the Guest Returns. The GEA must be aware of sales goals while maintaining a soulful, comfortable, and guest-centered approach as the enlightened friend. The GEA is the initial contact with all guests of exhale and is responsible for guiding them through their exhale experience.
Position Requirements
- Know your guest: Greet all incoming guests and answer phone calls in a timely manner per guest service training guidelines; ensure a consistent guest service experience by adhering to exhales soulful service hallmarks.
- Maximize today: Contribute to membership and class series sales by maintaining knowledge of membership/series benefits and pricing.
- Ensure the guest returns through utilization of daily and monthly promotional strategies.
- Drive daily sales by suggesting additional, mind body classes, and wellbeing boutique products at every opportunity: On the phone, at check in, at check out.
- Follow standard operating procedures regarding check in of class guests, including verifying payment type, offering of applicable promotions, and notifying guests of pending expirations (i.e. class series).
- Maintain high level of boutique product knowledge by attending product training sessions, as well as assisting teammates with recommended sales, ticketing new items, merchandising and stocking boutique
- Schedule class appointments using the spa booking software, monitor class wait lists, adhere to booking procedures, and follow standard operational procedures as noted in the communications book.
- Respond to guest questions and concerns in a timely, professional manner.
- Maintain a neat and orderly workspace.
- Play an active and hands on role in support the overall units Cleaning and Sanitation procedures.
- Maintain changing room appearance and cleanliness; ensure that amenities are consistently stocked
- Assist Fitness Teachers with studio turn over and set up.
- Adhere to all corporate, departmental and spa operational policies and procedures.
- Adhere to company guidelines and core values.
- Attend associate meetings and applicable workshops.
- Demonstrate positive attitude and actions through a display of courtesy, service, cooperation, hospitality, empathy, sensitivity and professionalism to guests and team members.
- Other duties as assigned
Education and/or Skills Required
- Must possess hospitality experience in spa, hotel, retail, and/or fitness club.
- Must be enthusiastic, motivated, and a team player.
- Ability to deliver a high-quality customer service experience
- Must display good organizational, written, and verbal skills.
- Experience with multi-line phone system, windows-based products and exceptional computer proficiency
Physical Requirements
This position is very active and requires standing, walking, bending, and stooping all day. The employee must frequently exert up to 25 pounds of force to lift, carry, push, pull or otherwise move objects.
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