What are the responsibilities and job description for the Guest Service Representative position at Bella Santé Spas?
Job Description
Bella Sante is looking for energetic, focused individuals to join our Guest Services Team. Our Guest Service Representatives are the first line of support responsible for providing accurate and thorough information via telephone to current and prospective guests. Each Guest Service Rep is expected to answer caller questions regarding products, services, policies and appointments. Each Guest Service Representative is expected to take responsibility for every interaction with guests by delivering outstanding service as a means to build loyalty, improve retention, and satisfy our guest’s needs.
Would you like to be part of the team? Here’s what we need:
Bella Sante is looking for energetic, focused individuals to join our Guest Services Team. Our Guest Service Representatives are the first line of support responsible for providing accurate and thorough information via telephone to current and prospective guests. Each Guest Service Rep is expected to answer caller questions regarding products, services, policies and appointments. Each Guest Service Representative is expected to take responsibility for every interaction with guests by delivering outstanding service as a means to build loyalty, improve retention, and satisfy our guest’s needs.
Would you like to be part of the team? Here’s what we need:
- Serve as Bella Sante’s first line of response to all external calls. Book and/or change guest appointments, answer questions on products and services, and promote/upgrade clients on services and special promotions
- Resolve customer issues, confirm identity of caller and details of future appointment(s) to ensure requests are correct
- Responds to a high volume of incoming calls and guest inquiries from current and prospective clientele in a courteous and professional manner‚ sees those calls through to completion (call length can vary widely from less than a minute to 5 minutes)
- Enters confidential personal and financial information into software system with a high rate of accuracy. Complies with federal and local laws in ensuring guest privacy
- Resolves customer inquiries and problems through effective interaction with both internal staff and Guest Service Center leadership
- Make out-bound calls to confirm and/or reschedule appointments when necessary
- Remind caller of cancellation/no-show policy
- Strong computer skills necessary; appointment booking software knowledge preferred but not required
- Ability to quickly analyze needs and at ease with verbal discussions and answering questions
- Superior customer service skills; ability to stay composed and calm
- Employs strong interpersonal skills in order to handle difficult calls courteously and professionally
- Enjoy consistency and thrive on routine, focused on delivering quality service
- Comfortable working in a detail-driven environment
- Ability to document calls in accordance with departmental policies
- Works with peers to solve problems and promotes teamwork
- Embrace Bella Sante’s philosophy, CARE standards, and mission
- Meets or exceeds department’s quality and productivity goals
- Flexible with day and evening shifts and some weekends
