Job Description

Title: Guest Services Specialist
Report to: Studio Manager
Location: Position will be located in Rochester, MN, Tonawanda, NY or DeWitt, NY

Work Environment: Chapter Medical Aesthetic Clinic is a fast-paced, innovative, and high-performing company. Our goal is to spark joy for everyone-our guests, each other, and the communities we live, work, and play in. We are a team built of extraordinary individuals who are passionate about helping others achieve their goals. This includes supporting your unique ambitions and career path and wrapping an abundance of resources around you. We are looking for a team player who is highly motivated, energetic, and hungry for growth who we can cheer on to limitless growth and opportunities.

Position Summary: The Guest Service Specialist is a crucial member of the Chapter team. This position is responsible for: Delighting guests with exceptional customer service; answering the phone with a smile and completing all reservations with 100% accuracy; ensuring efficient guest flow through the Clinic; having up-to-date knowledge about Chapter products and services; educating guests about Chapter products, services, and policies. This position is pivotal in achieving guest satisfaction, retention, and word-of-mouth referrals, and will have a significant impact on the ongoing success of Chapter.
Core Competencies

Building Effective Teams – Creates strong morale and spirit in his/her team; fosters open dialogue; creates a feeling of belonging in the team.

Customer Focus – is dedicated to meeting the expectations and requirements of internal and external customers.

Drive for Results – can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Ethics and Values – adheres to an appropriate and effective set of core values and beliefs during both good and bad times; acts in line with those values

Managing Vision and Purpose – is optimistic; can inspire and motivate vision and sense of core purpose.

Operations Competencies

Coaching and Developing Others – Providing feedback, instruction, and development guidance to help others excel in their current or future job responsibilities, planning and supporting the development of individual skills and abilities

Decision Making – identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probably consequences.

High-Impact Communication – Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others’ thoughts and concerns.

Leadership Disposition – Attends to the needs and feelings of others to develop effective working relationships; takes a structured approach to managing self and others; exhibits leadership qualities that elicit the trust of others; rapidly learns and applies new job-related information; demonstrates a continuous learning orientation.

Work Standards – Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed. 
Essential Responsibilities
  • Deliver a Chapter memorable welcome for all guests entering the studio
  • Answer the phones and complete guests requests with friendliness, accuracy, and enthusiasm
  • Master service and retail product knowledge to be a trusted resource for guests
  • Deliver a memorable checkout experience for guests
  • Assist with local marketing events as needed
  • Participate in CRM activities
  • Deliver on Chapter’s purpose of sparking joy by creating a WOW in all interactions
  • Upsell new areas/services to guests to accomplish team and individual sales goals
  • Promote membership conversion by effectively communicating benefits, encouraging new sales, and participating in retention tactics
  • Support Chapter culture standards
  • Maintain an exceptional facility appearance

  • Education Level: High school diploma or equivalent required
  • Job Related/Industry Experience: A minimum of one year customer service experience; sales and or administration experience is preferred
  • Superior interpersonal and customer service skills
  • Knowledge of modern office procedures and methods including telephone communications, computer systems, and record-keeping
Thank you for completing Chapter's Career History Form. Please understand that a before a final job offer you will probably be asked to arrange personal reference calls with supervisors and others you have worked with. Also, note that your application will not be submitted until you click the "Submit" button at the end of this form. We look forward to reviewing your application. 

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* 1. Personal Information:

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* 2. High School Information

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* 3. College Information

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* 4. Graduate School Information

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* 5. Job History - Present/Most Recent 

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* 6. Job History - 2nd Most Recent

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* 7. Final Questions

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* 8. Are you open or willing to relocate?

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* 9. Preferred location

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* 10. Upload your resume

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* 11. Upload your cover letter (Optional)

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* 12. Additional links (Optional)

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* 13. Anything else you would like us to know about you?