Experience Guide (Front Desk Associate) - Silver Lake

The NOW•Los Angeles, CA

18h•Onsite

About The Position

The NOW is a new concept massage boutique founded on the principle that self-care is a necessity, not a luxury. Designed to serve as an oasis from today’s fast-paced digital society, their goal is to offer high-quality, affordable massage services in an inspired setting. After launching in 2015, The NOW quickly became a wellness destination for globe-trotting influencers and locals alike. With boutiques currently open from coast to coast and several locations on the horizon, The NOW is looking forward to bringing their thoughtfully crafted menu with customizable enhancements, healing products and singular design aesthetic to cities all over the United States. The Experience Guide is responsible for the reception area and overall seamless daily operations of the facility. This includes greeting guests, answering phone calls, assisting guests with questions regarding services and products, booking appointments, promoting membership sales, checking guests into the computer system, customizing massages, and processing payments. This position may involve additional duties as necessary to maintain operational efficiency and security.

Requirements

Must be detail-oriented and have the ability to multi-task.
Ability to be efficient and productive in a fast-paced environment.
Must have enthusiasm and possess excellent customer service skills.
Must possess basic math and money handling skills.
Enjoy working with people and possess a friendly and outgoing personality.
Excellent communication, listening, and computer skills.
Must be a team player.

Responsibilities

Provide top-level guest service for all, including internal guest service.
Know and be able to articulate The NOW mission.
Be on time for your shift.
Properly open and close boutique each day according to Standard Operating Procedures.
Accurately book, change, and cancel massage appointments.
Acknowledge and greet everyone who enters and leaves.
Provide detailed descriptions of services, enhancements, retail products, appointment cancellation/change policies, memberships, and parking information.
Utilize computers with skill and proficiency and only for business purposes.
Maintain cash register bank and safeguard guest financial data.
Answer the phone promptly and use the guest’s first name throughout the phone conversation.
Actively promote services, enhancements, membership, and retail, as well as special events, promotions, and/or discounts available.
Maintain eye contact when addressing external and internal guests.
Handle guests’ questions and concerns professionally and courteously, paraphrasing back what has been articulated ensuring top-level communication.
Provide accurate, appropriate, and immediate responses to all requests by guests, ensuring complete guest satisfaction.
Maintain a clean, safe, fully stocked, and well-organized work area.
Develop the ability to work without constant direct supervision and remain at the assigned post for extended periods of time.
Maintain a positive attitude and contribute toward a healthy workplace that is free of bullying, discrimination, harassment, and retaliation.
Regularly attend, participate in, and support training and staff meetings.
Assist in all areas of operation as requested by management.
Communicate to management any and all occurrences involving staff or guests that require attention.