Spa Sales and Guest Service Associate

Hand & Stone Massage and Facial Spa; Peoria (AZ); On-site; USD 19,286 - 27,552; Full time

Benefits offered by this job

Free uniforms

Health insurance

Paid time off

Training & development

401(k) matching

Bonus based on performance

Company parties

Dental insurance

Employee discounts

Flexible schedule

Job summary

Hand & Stone Massage and Facial Spa in Peoria, AZ is seeking a Lead Sales Associate to enhance front desk operations and drive sales while mentoring the front desk team. The role involves coaching SEAs, managing membership processes, and ensuring a warm, efficient guest experience.

You will train team members, monitor membership activity, and uphold high standards of customer service and professional conduct. Reports to spa management and offers growth within a busy spa environment.

Qualifications

• Experience mentoring and training others.
• Supervisory or management experience in a retail, spa, or membership sales environment.
• Ability to multi-task, stay organized, and work in a fast-paced setting.
• Strong customer service and sales skills with a positive attitude.

Responsibilities

• Perform SEA duties; demonstrate and model membership, gift card, and retail sales skills.
• Answer phones, schedule appointments, and check out clients.
• Sell memberships and close memberships at quotas.
• Train and coach SEAs to deliver 5-star customer service.
• Ensure front desk processes, daily checklists, and data entry in Zenoti are followed.

Skills

Customer service

Retail sales

Coaching

Mentoring

Leadership

Multi-tasking

Organization

Conflict resolution

Tools

Zenoti

Job description

Benefits

• Free uniforms
• Health insurance
• Paid time off
• Training & development
• 401(k) matching
• Bonus based on performance
• Company parties
• Dental insurance
• Employee discounts
• Flexible schedule

The Lead Sales Associate has a role in continuously improving and enhancing front desk spa operations and sales 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 coach front desk team members to exceed customer and sales 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).

Core Job Duties

• Perform all Spa Experience Ambassador (SEA) duties well; demonstrate and model excellent membership, gift card, and retail sales skills.
• Answer phones, schedule appointments, and check out clients.
• Sell memberships.
• Train and coach SEAs to be friendly, knowledgeable, great salespeople and deliver 5-star customer service.
• Ensure all team members are closing memberships at established quotas.
• Make sure all employees know their sales numbers.
• 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.
• Essure all systems and processes are being used and followed correctly.
• 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.).
• Assist spa managers with duties as requested.

Qualifications

• 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