Joyce Fong
08-22-2008, 04:02 PM
http://www.reddoorspas.com/App_Themes/RedDoor/Images/home_bnr_logo.jpg
JOB SUMMARY:
Oversees the daily operations of Guest Service Representatives (Front Desk and Future Booking) to achieve overall company Vision, Mission and Financial Objectives. Works effectively with Guest Services Leads and Representatives to provide guests with an experience that exceeds their expectations. Leads by example, demonstrating mastery of essential duties and responsibilities required of Guest Service Representatives. Effectively communicates with guests to solve issues in a professional, friendly, timely and mutually satisfactory manner. Embraces and executes Company promotions and initiatives, including gift certificates and series sales. Performs functions such as recruiting/hiring, managing, training, development, and coaching of Guest Service Representatives. Also responsible for administrative duties such as preparing work schedules and completing reports.
ORGANIZATIONAL RELATIONSHPS:
Reports to the General Manager
JOB SUPERVISES (Title(s)):
Guest Service Representative, Future Booking Agent, may supervise Spa Attendants
ESSENTIAL DUTIES AND RESPONSIBILITIES:
�� Communicates with guests and staff by demonstrating professionalism, friendliness, sophistication and confidence.
�� Incorporates the Company Vision and Mission to our Guests in day-to-day tasks: To exceed the guest’s expectations by providing the guest with impeccable guest service, expertise, and the finest quality products.
�� Monitors guest service team activities to ensure team is compliant with The Promise guest service values and Salon Standards.
�� Maintains highest professional standards of service, appearance, and behavior.
�� Oversees daily activities of future booking and the front desk to ensure that related operations run smoothly and efficiently
�� Expedites guest check in/out, ensuring guests needs are consistently met in a courteous and timely fashion, and they are received with a warm welcome and leave with a fond farewell.
�� Receives guest concerns and determines proper course of action, resolving in a professional, timely and mutually satisfactory manner.
�� Monitors and posts daily sales information as it applies to the guest services team, and develops strategies to meet or exceed booking and sales goals.
�� Answers incoming calls using the standard greeting in a timely manner and book appointments based on specific service time requirements.
�� Utilizes effective selling skills to promote spa/salon services and to ensure appropriate utilization of spa and salon staff.
�� Monitors calls and records daily, weekly, monthly individual and team performance statistics.
�� Monitors booking reports to ensure team compliance with booking procedures and guidelines.
�� Regularly reviews bookings, including groups, bridal and VIP to ensure guest’s appointments are booked accurately and efficiently.
�� Communicates volume and schedules to GM and AGM, assisting in the preparation of weekly work schedules including requests for time off to ensure appropriate staffing coverage.
�� Schedules and acts as Company contact for all group appointments.
�� Assists with recruiting and hiring of GSRs. Effectively communicates job responsibilities and performance expectations.
�� Effectively trains GSR’s in compliance with Company standards; ensures that associates develop a thorough knowledge of all treatments, services and packages available within the spa/salon.
�� Develops and motivates staff, providing feedback on quality of work and taking corrective action when needed; provides input in the preparation of effective performance reviews for various staff members.
�� Maintains cooperation and teamwork within the department, delegates tasks productively and follows up accordingly.
�� Plans and leads department meeting and participates in staff-wide General Manager’s meetings
�� Acts as MOD in place of GM and/or AGM, including but not limited to open and closing MOD responsibilities
�� Displays efficient time-management in regard to time allocated to floor presence as well as administrative tasks, (including email communication, scheduling and reporting duties) at the direction of the General Manager.
�� Attends mandatory continuing education and on-going training as required by company protocols.
JOB REQUIREMENTS:
�� Strong customer service skills; position continually requires demonstrated poise, service with a smile, tact and diplomacy
�� Previous supervisory or management experience in a fast-paced call center, reservations or customer service environment
�� Team player with excellent leadership, customer service, communication, and interpersonal skills
�� Strong analytical, problem-solving and conflict resolution skills
�� Passion for excellence
�� Strong PC and keyboarding skills
�� Effective organization skills, able to handle multiple duties simultaneously
�� Flexible and available to work varied shifts (evenings and weekends)
To perform this job successfully, an individual must be able to perform each essential duty at a satisfactory level. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
�� Regularly required to stand or sit for prolonged periods of time
�� Frequently requires repetitive motion of wrists, finger dexterity and visual acuity for computer entry
�� Occasionally required to reach, kneel, bend or stoop
�� May require walking primarily on a level surface for periodic periods throughout the day.
MENTAL DEMANDS:
The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
�� Must have high level of interpersonal and oral communication skills
�� Regularly requires demonstrated poise, tact and diplomacy when interacting with those encountered in the course of work, some of whom may be demanding, dissatisfied or upset
�� Frequently required to analyze and solve problems; observe and interpret people and situations; learn and apply new information and skills
WORKING CONDITIONS:
The work environment characteristics described here are a representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
�� Work is performed primarily in a spa setting
�� Occasionally exposed to chemicals or fumes
If you are interested and qualified for this position, please contact
Jean Lieber
Spa Sales Manager
Red Door Spas
919 N. Michigan Avenue, 4th Floor
Chicago, IL 60611
312-988-1879
jlieber@rdspas.com
JOB SUMMARY:
Oversees the daily operations of Guest Service Representatives (Front Desk and Future Booking) to achieve overall company Vision, Mission and Financial Objectives. Works effectively with Guest Services Leads and Representatives to provide guests with an experience that exceeds their expectations. Leads by example, demonstrating mastery of essential duties and responsibilities required of Guest Service Representatives. Effectively communicates with guests to solve issues in a professional, friendly, timely and mutually satisfactory manner. Embraces and executes Company promotions and initiatives, including gift certificates and series sales. Performs functions such as recruiting/hiring, managing, training, development, and coaching of Guest Service Representatives. Also responsible for administrative duties such as preparing work schedules and completing reports.
ORGANIZATIONAL RELATIONSHPS:
Reports to the General Manager
JOB SUPERVISES (Title(s)):
Guest Service Representative, Future Booking Agent, may supervise Spa Attendants
ESSENTIAL DUTIES AND RESPONSIBILITIES:
�� Communicates with guests and staff by demonstrating professionalism, friendliness, sophistication and confidence.
�� Incorporates the Company Vision and Mission to our Guests in day-to-day tasks: To exceed the guest’s expectations by providing the guest with impeccable guest service, expertise, and the finest quality products.
�� Monitors guest service team activities to ensure team is compliant with The Promise guest service values and Salon Standards.
�� Maintains highest professional standards of service, appearance, and behavior.
�� Oversees daily activities of future booking and the front desk to ensure that related operations run smoothly and efficiently
�� Expedites guest check in/out, ensuring guests needs are consistently met in a courteous and timely fashion, and they are received with a warm welcome and leave with a fond farewell.
�� Receives guest concerns and determines proper course of action, resolving in a professional, timely and mutually satisfactory manner.
�� Monitors and posts daily sales information as it applies to the guest services team, and develops strategies to meet or exceed booking and sales goals.
�� Answers incoming calls using the standard greeting in a timely manner and book appointments based on specific service time requirements.
�� Utilizes effective selling skills to promote spa/salon services and to ensure appropriate utilization of spa and salon staff.
�� Monitors calls and records daily, weekly, monthly individual and team performance statistics.
�� Monitors booking reports to ensure team compliance with booking procedures and guidelines.
�� Regularly reviews bookings, including groups, bridal and VIP to ensure guest’s appointments are booked accurately and efficiently.
�� Communicates volume and schedules to GM and AGM, assisting in the preparation of weekly work schedules including requests for time off to ensure appropriate staffing coverage.
�� Schedules and acts as Company contact for all group appointments.
�� Assists with recruiting and hiring of GSRs. Effectively communicates job responsibilities and performance expectations.
�� Effectively trains GSR’s in compliance with Company standards; ensures that associates develop a thorough knowledge of all treatments, services and packages available within the spa/salon.
�� Develops and motivates staff, providing feedback on quality of work and taking corrective action when needed; provides input in the preparation of effective performance reviews for various staff members.
�� Maintains cooperation and teamwork within the department, delegates tasks productively and follows up accordingly.
�� Plans and leads department meeting and participates in staff-wide General Manager’s meetings
�� Acts as MOD in place of GM and/or AGM, including but not limited to open and closing MOD responsibilities
�� Displays efficient time-management in regard to time allocated to floor presence as well as administrative tasks, (including email communication, scheduling and reporting duties) at the direction of the General Manager.
�� Attends mandatory continuing education and on-going training as required by company protocols.
JOB REQUIREMENTS:
�� Strong customer service skills; position continually requires demonstrated poise, service with a smile, tact and diplomacy
�� Previous supervisory or management experience in a fast-paced call center, reservations or customer service environment
�� Team player with excellent leadership, customer service, communication, and interpersonal skills
�� Strong analytical, problem-solving and conflict resolution skills
�� Passion for excellence
�� Strong PC and keyboarding skills
�� Effective organization skills, able to handle multiple duties simultaneously
�� Flexible and available to work varied shifts (evenings and weekends)
To perform this job successfully, an individual must be able to perform each essential duty at a satisfactory level. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
�� Regularly required to stand or sit for prolonged periods of time
�� Frequently requires repetitive motion of wrists, finger dexterity and visual acuity for computer entry
�� Occasionally required to reach, kneel, bend or stoop
�� May require walking primarily on a level surface for periodic periods throughout the day.
MENTAL DEMANDS:
The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
�� Must have high level of interpersonal and oral communication skills
�� Regularly requires demonstrated poise, tact and diplomacy when interacting with those encountered in the course of work, some of whom may be demanding, dissatisfied or upset
�� Frequently required to analyze and solve problems; observe and interpret people and situations; learn and apply new information and skills
WORKING CONDITIONS:
The work environment characteristics described here are a representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
�� Work is performed primarily in a spa setting
�� Occasionally exposed to chemicals or fumes
If you are interested and qualified for this position, please contact
Jean Lieber
Spa Sales Manager
Red Door Spas
919 N. Michigan Avenue, 4th Floor
Chicago, IL 60611
312-988-1879
jlieber@rdspas.com