Experience Guide (Front Desk Associate) | Studio City

The NOW•Los Angeles, CA

74d

About The Position

The Experience Guide is responsible for the reception area and the seamless daily operations of The NOW’s massage boutique. The role includes welcoming guests, answering calls and questions about services and products, booking appointments, supporting membership and retail sales, checking guests into the computer system, customizing their massage experience, and processing payments. It also involves housekeeping, inventory, and other duties as needed to support operational efficiency and security. The NOW is a massage boutique founded on the principle that self-care is a necessity, not a luxury. Its boutiques offer high-quality, affordable massage services, customizable enhancements, healing products, and an inspired setting. The company launched in 2015 and has locations across the United States.

Requirements

Detail-oriented with the ability to multitask.
Able to work efficiently and productively in a fast-paced environment.
Enthusiastic with excellent customer service skills.
Enjoys working with people and has a friendly, outgoing personality.
Excellent communication, listening, and computer skills.
Ability to be a team player.

Responsibilities

Provide top-level service to external and internal guests.
Know and articulate The NOW’s mission.
Arrive on time for scheduled shifts.
Open and close the boutique according to standard operating procedures.
Book, change, and cancel massage appointments accurately by telephone.
Ensure required waivers are signed before appointments.
Acknowledge and greet everyone entering and leaving the boutique.
Explain services, enhancements, appointment change and cancellation policies, memberships, and parking information.
Use computers skillfully and only for business purposes.
Maintain the cash register bank and safeguard guests’ financial data.
Answer calls promptly and use the guest’s first name during phone conversations.
Promote services, enhancements, memberships, retail, special events, promotions, and available discounts.
Maintain eye contact when addressing guests and colleagues.
Handle questions and concerns professionally and courteously, confirming understanding by paraphrasing.
Respond accurately and promptly to guest requests to support guest satisfaction.
Keep work and common areas clean, safe, stocked, and organized, including sanitizing common areas as needed.
Work without constant direct supervision and remain at the assigned post for extended periods.
Contribute to a positive workplace free of bullying, discrimination, harassment, and retaliation.
Attend, participate in, and support training and staff meetings.
Assist in operational areas as requested by management, including administrative and cleaning duties.
Communicate to management occurrences involving staff or guests that require attention.