The Lead Sales Associate has a role in continuously improving and enhancing front desk spa operations while increasing the knowledge and cohesiveness of the front desk team. This person will ensure all team members are properly trained and meeting or exceeding sales expectations. They will help maintain a clean, competitive, and fun work environment for all SEAs and to ensure delivery of superior customer service and knowledge of Zenoti (our scheduling system). They will coach front desk team members to exceed customer expectations, ensure team members are friendly, knowledgeable, and professional in all experiences with clients, and are highly efficient when booking services and checking clients out. They will also have certain membership responsibilities such as conducting member welcome calls and processing freezes, bi-monthly memberships and membership cancellations. The Lead will report to the spa manager(s).
- form all Spa Experience Ambassador (SEA) duties well; demonstrate and model excellent membership, gift card, and retail sales skills.
- Service as a liaison between front desk, spa manager and spa owners.
- Build a good team environment using T.E.A.M. expectations: Teamwork, Excellence, Accountability and Metrics.
- Ensure there is little to no drama at the front desk and create a positive work culture. Ensure team members are respectful, focused on work, and positive at all times.
- Train and coach SEAs to be friendly, knowledgeable, and great salespeople.
- Ensure all new employees feel welcome, part of the team, and competent.
- Ensure all team members are closing memberships at 25-33% each day, week, month, and year.
- Making sure daily leaderboard is posted on computer #3 and that all SEAs know their weekly and monthly membership conversion numbers.
- Develop innovative and creative strategies for improving sales and creating a competitive, yet cohesive sales teams using tools, systems, and incentives programs.
- Conduct new member welcome/orientation calls.
- Ensure members feel special and valued every time they come into the spa through customized, client-specific conversations, acknowledging membership anniversaries, and other things about the client that are unique.
- Assist with maintaining customer service reward programs
- Ensure all SEA tasks are being completed each day, front desk processes are being followed, and daily checklists are used.
- Ensure emails are getting handled daily and put in the correct email folders; ensure all customer data from emails are getting entered into Zenoti.
- Ensure effective (good) and efficient (fast) front desk operations: we are checking clients in/out expeditiously and correctly; we are answering the phone within 3 rings; we don’t leave clients on hold more than 1 minute and know all aspects of job. etc.
- Ensure we’re building a wait list and proactively reaching out to customers to ensure appointment book is filled.
- Ensure appointment books are full and accurate, clients are booked correctly (members are not booked as introductory clients, non-members are not booked as introductory clients, etc.).
- Ensure all holidays and annual meetings are blocked off on the appointment book.
- Conduct weekly phone call analysis by listening to phone calls and completing the phone call analysis sheet; share call analysis with each SEA individually.
- Ensure all areas of the spa are always clean, tidy, well-maintained, stocked, and safe to ensure all employees and service providers have the necessary tools and supplies they need in breakroom and staff bathroom (enhancement forms, room check out form, paper towels, hand towels, soap, sanitizer, cups, etc.)
- Ensure all retail areas are cleaned and stocked throughout each shift.
- Assist with weekly inventory as requested.
- Assist with ensuring captain calendar is posted at front counter and in back on whiteboard.
- Assist spa managers with duties as requested.
Qualifications
Qualified candidates will possess the following skills, abilities, and experience:
· A passion for customer service, retail sales, coaching people and building team morale.
· Be a very positive person with a high level of enthusiasm and energy.
· Professional, friendly demeanor that can confidently sell, create trust, establish strong relationships and mentor colleagues.
· Experience mentoring and training others.
· Supervisory or management experience in a retail, spa, or membership sales environment.
· Experience meeting sales quotas.
· Ability to multi-task, work with a high sense of urgency, stay organized, remember numerous details, and learn quickly.
· Ability to stay friendly and calm under pressure and work in a fast-paced environment.
· Must have high level of stamina and ability to stand for long periods of time.
· Ability to problem-solve, prioritize and think creatively on the spot.
· Strong conflict resolution skills, ability to problem solve and come up with win-win solutions.
Benefits
- Advancement opportunities
- Hourly wage plus membership commissions
- Monthly and quarterly bonus opportunities
- Health and dental insurance available for those working more than 30 hours.
- 30% off products and services
- Massage Therapist referral bonuses
- Two free GWPs per month