What are the responsibilities and job description for the Senior Experience Coordinator position at XpresSpa?
Description
Position Summary
The Senior Experience Coordinator plays a vital role in coordinating the guest flow within the spa. They are the passengers’ first point of contact in our spas and possess a strong knowledge of all treatments and services offered. To deliver the highest level of passenger service they have to know products, communicate the features and benefits, and explain treatments and services effectively. Ideal candidates can think quickly on their feet, deal with multiple tasks and yet always keep the needs of the passenger first and foremost. They will greet and engage our passengers. During the check-in/check-out process, the Sr. Experience Coordinator informs passenger of our Membership program, upsells treatments and educates passenger on retail products. They also support our Service/Treatment Specialists to ensure our passengers are consistently treated to an impeccable passenger service experience, and that the operations run smoothly.
Key Responsibilities*
- Provide best in class passenger service by engaging and greeting passengers, and excellent sales floor leadership skills—own and manage the sales floor with the Store manager: greet all passengers and airport leadership in a professional, friendly, and timely manner.
- Maximizes store sales results through selling, maintaining & covering zones, managing the rotation sheet
- Answer Spa phone and respond to passenger inquiries and concerns.
- Assists the Store Manager in maximizing results in sales, merchandising & operations.
- Must keep their Spa team motivated and working as a unit, making sure each member of staff understands company policies and guidelines.
- Effectively facilitate store communication by organizing communications corner.
- Ensure consistent and timely opening and closing the Spa. (Including but not limited to reconciling the register, transfers, inventory audits and store execution audits, checklists).
- Assist Spa Leadership team in creating an outstanding experience for the passenger, to include passenger service, visual standards, merchandise presentation, restocking of product, signage, lighting, proper schedule coverage and general spa maintenance.
- Protect team members and passengers by providing a safe and clean store environment.
- Keep Spa neat, organized and presentable according to brand standards.
- Additional Spa related duties and projects as assigned.
- Partner with management on operational issues.
- In the absence of the manager, handle store operations.
- Handle badging needs as an authorized signatory.
*Please note: this role does not have any HR or People responsibilities. All employee issues, coaching, counseling remain the responsibility of the manager.
Requirements
Key Requirements
- A minimum of 2 years leadership experience in spa, retail, hospitality, wellness, airport, or beauty industry.
- Strong retail sales ability
- Possess strong organizational qualities and confidence, with sound communication and passenger service skills.
- Proven ability to foster a spirit of teamwork and camaraderie while achieving business goals
- Must be able to lift, push or pull up to 35 pounds; stand and or walk up to 8 hours per day.
- This position is based in an Airport and will require flexibility and availability to work varied shifts, including Holidays, evenings and weekends.
Key Competencies
- Develop self
- Ability to achieve measurable results
- Effectively navigate change
- Create the right environment
