*** Important - if you have applied for this role in the year 2024 please REVIEW changes to role and re apply to be considered, requirements have changed!
This role is responsible for seeing that the office team adopts and implements streamlined protocols and processes that have been constructed with the COO and Owner to ensure that every client has an optimal experience. This role is responsible for schedule management, motivating team members with sales goals and contributing to the business' success and reputation management, and managing sales and client care operations.
Primary Duties
Urgency in managing the following tasks:
Managing day to day employee schedules and time clocks
Planning events and team bonding
Weekly check ins with all front desk staff to ensure positive output and morale boost
Leading the team in sales, customer service and positive culture
Setting an example with an overly positive attitude and a zero tolerance policy for negativity or excuses
Fostering a culture of support and achievement through a cheerleader mentality
Answering ALL client communications via text, email and Prospyr within 30 minutes of receiving outside of business hours and 10 minutes within business hours
Sending quotes on demand as providers request within 1 hour
Following timeline for reaching out to clients for various reasons
Booking and managing appt schedule for clients as needed
Fielding phone calls for front desk when they are busy
Assisting check in and check out process
Auditing all invoices and encounters daily, managing and training in the event of mistakes and errors
Managing client related and KPI reports daily so that they are accurate and include all info needed
Being proactive with clients in regards to promotions, connecting in person and making sure you are the most obvious point of contact for anything outside of check in and check out
Managing daily deposits
Managing Daily KPI report
Assisting in performance reviews of front desk staff
Immediate communication with COO and/or HR of any staff issues including behavioral or compliance
Full transparency in communication with COO
Self starting attitude, follows through every duty and task with little supervision
Sets boundaries with staff and clients alike when necessary and always puts the business first
Proactive in addressing issues and making sure the business flows properly
Delegating any and all tasks with full accountability to other staff members if needed
Weekly Summary and Reports with Data to COO due by Thursday 5pm every week
Communication of membership expiration dates for lingering members
Communication with BSA holders as awards points starts to decrease
Tracking Perks usage
Tracking BSA usage
Tracking New Leads and their first appointments
Tracking First Appointment Conversions to Clients
Tracking Series and Package Completion
Client Birthdays
Client Spend
Loyalty Program
Referral Program
KPI report filled in
Summary of staff communications and one on ones
Plan for attaining goals and front desk coaching
Qualifications
Experience with administrative and clerical work proficiency in G-suite
Strong communication skills
Dedication to end result
Strong ability to multitask
Friendly and upbeat demeanor
Exceptional customer service and ability to connect to a diverse group of people
Requirements
3+ years of experience as a Team Leader, Manager or Assistant Manager in Aesthetics, Hospitality or Luxury Retail
3+ years of experience in sale of Luxury Goods, Personal Services or Medspa/Spa Services