Overview:

The Front Desk Manager will supervise the front desk staff, manage all front-end duties, and provide excellent customer service to our guests. As the first face our clients see when they enter our location, you must be friendly, informative, welcoming, and be able to handle questions, complaints, and scheduling.

Supervisory Responsibilities:

• Serve as a role model and leader to the front desk team; showing exemplary customer service and promotion of the Wellness Program.
• Identifying areas opportunity in performance and recommend tools and sales training to optimize performance of front desk sales team.

Duties/Responsibilities:

• Provides leadership to the front desk team.
• Motivates and encourages team to ensure monthly sales goals are met.
• Reviews and analyzes sales and operational records and reports; uses data to project sales, determine profitability and targets, and identify potential new markets.
• Provides excellent customer service by greeting guest upon arrival, scheduling services, answering phone calls, addressing client questions and concerns, protecting client confidentiality, and maintaining a safe and therapeutic environment for everyone.
• Promote total body care by educating clients on new and expanding services, selling the Massage Envy Wellness Program, booking clients for future services, and encouraging home-care retail purchases based on service provider recommendations.
• Assist Member Outreach Coordinator with member retention through outreach via phone, letter, and email.
• Resolves customer complaints, staffing problems, and other issues that may interfere with efficient sales operations.
• Upholds all Massage Envy core values.
• Protects workplace culture by recognizing and supporting team goals, while building positive relationships with team members.
• Performs other duties as assigned.