Experience Sales & Retail Associate
Massage Envy - Orlando, FL

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Position Purpose: Responsible for bringing the vision, mission and values to life by serving from the heart and working with the highest degree of integrity. To support the team by consistently exceeding members and guests expectations and achieving individual, team and clinic goals. Each Massage Envy employee will embrace or Vision: Better Lives, Better Families, Better Communities… a Better World Through Our Hands.

Description of Duties:
- Meet individual sales goals consistently and assist team members in reaching clinic sales goals, including retail and enhanced therapy goals
- Responsible for individual results related to Membership Sales, Retail Sales, Member and Guest Satisfaction
- Ensure that each guest and member receives excellent service and is treated with respect, warmth and care, resulting in a high net promoter score
- Handle member and guests questions with urgency, care, and concern
- Greet members and guests by name and ensure that they are properly checked in and out for their visit
- Answer the phone quickly and efficiently with a friendly tone
- Communicate confidently, timely and effectively with peers and management team
- Organize time to maximize productivity
- Handle guest/members questions and complaints appropriately, with grace
- Accept personal responsibility for own performance
- Receive direction from the manager on duty openly to execute daily operation functions and duties as assigned

Desire to Serve Others:
- Maintain composure, flexibility, common sense and a positive attitude while serving members, guest and fellow team members
- Inspire guests by making a connection and demonstrating products and techniques to create a positive lasting impression of you, Massage Envy and the services and products offered
- Adhere to all clinic procedures and expectations
- Follow Massage Envy’s Service Essentials and ensure that all members, guests and fellow team members are treated within the Vision, Mission and Values during each visit
- Maintain a sense of controlled urgency when dealing with members and guests
- Interact with guests and team in a respectful, courteous and professional manner
- Maintain a cohesive, cooperative environment through team building and motivation
- Show willingness and ability to demonstrate and apply retail products, (following State Regulations), on guests and instruct guests how to apply products themselves
- Present a general positive attitude and high energy when working with team and members/guests
- Display reliability by reporting to work on time and ready for work each scheduled shift
- Respect, value and appreciate the differences in others

Personal Work Characteristics:
- Retain information when shown a task
- Embody and execute the Seven Service Essentials
- Identify areas in which there is room to grow and learn
- Seek the knowledge and expertise of team members and managers
- Model and execute Massage Envy Values

Principal Duties:
- Sell memberships by creating a relationship and understanding of the needs of each uest
- Present the Wellness Program to all guests
- Provide excellent customer service and build lasting guest and member relationships
- Develop a deep knowledge and understanding of the skills of each therapist
- Answer the phone promptly and professionally, and book appointments based on guest/member need and match guests to the best therapist for their needs
- Book appointments effectively and efficiently, and pre-book appointments as outlined in our standard
- Sell retail products, and attend product knowledge trainings
- Assist guests with service, enhancements and retail selections by discussing and/or demonstrating products results and benefits
- Build knowledge of products for consultations with guests, and recommend the best products to suit the guest’s needs
- Perform and assist with price changes, inventory, and stock room organization
- Check members in and out for appointments
- Assist in upholding cleanliness of the facility
- Maintain guest and member files
- Other duties as assigned

Job Requirements:
- Understand and believe in the benefits of skincare and massage therapy
- Show passion for products, customer service and selling
- Value the importance of customer service and be able to communicate effectively with guests and members, clinic management, estheticians, therapists, and other associates
- Able to work flexible days and hours
- Ability to spend up to 100% of work time standing
- Develop a high level of product knowledge
- Ability to sell services, service add-ons, memberships and retail
- Experience working in a retail or spa atmosphere preferred

Massage Envy - 11 months ago - save job - copy to clipboard
About this company
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Massage Envy Limited, LLC is a national franchise of massage clinics dedicated to providing professional and affordable therapeutic massage...