POSITION: Studio Host (Full time) Notting Hill
REPORTING TO: Studio Manager
RESPONSIBLE FOR: Planning and scheduling of workout bookings and the first point of contact for the customer**, offering 5* service and maximising every sales opportunity through rebooks and retail sales**
LOCATION: FaceGym Studio
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FaceGym is the first of its kind and a unique facial fitness experience, and is in the confidence-boosting business. Think of us as a complete gym workout for your face. We combine powerful kneading movements with our high-performance skincare, innovative tools and cutting-edge technology to tone and tighten the 40+ forgotten muscles of the face - in our studio, on face-gym.com and our Digital Studio, third-party retailers (Sephora, Selfridges, SAKS, Net-a-Porter to name a few, and many new ones to come), and at home. We are based in central London, working across the UK & USA, with new markets to launch soon!
The FaceGym Family is an inclusive community, with a strong mission to develop people and teams, promote confidence and positivity, and create an environment where all individuals are empowered to be the best version of themselves.
Job Summary
The purpose of this role is to co-ordinate the scheduling and re-bookings of facial Workout appointments, to be the first point of contact for each customer, offering the highest quality in customer service. To have full knowledge of the Workouts and products (FG and 3rd parties) to maximise sales. Studio Hosts will also be key holders for the business and are responsible for opening and closing the Studio.
Key duties and responsibilities:
Responsibilities for this role include, but are not limited to;
- Key holders for the business and responsible for Studio open and closing procedures
- Host daily briefings with the team in Studio Managers absence
- Accurate financial reporting on End of Day reports
- Inventory management, supporting with monitoring stock and conducting monthly stock takes
- Ownership of the customer journey, ensuring each customer's visit is seamless
- Confidently communicate all contraindications to customers at point of booking
- Responsible for communicating the company cancellation and lateness policy to customers to keep a smooth running of business
- Ensuring that every client completes an intake form and that this is checked before every Workout
- Responsible for the rebooking of clients and the upselling of Workouts to maximise the business
- Responsible for meeting individual targets and KPI's (key performance indicators)
- Maintain an exceptional customer experience at every touch point of the customer experience in the Studio
- Ensuring the front desk, and work stations are clean and presentable stocked with the necessary products and tools/equipment required to carry out the full range of workouts and necessary tasks
- Leading by example at all times ensuring that you portray a professional image and conduct yourself in a manner that represents the brand at a high standard
- To confidently manage and overcome customer complaints and challenges in the Studio and over the phone
- Accurately completing and checking all required paperwork and reports for the store and the team
- Being skillful on the Zenoti booking system to ensure revenue opportunities are not being missed, avoiding white space and unbookable slots
- Building and constantly updating knowledge on skincare, products and workouts.
- Communicate effectively and professionally with all the whole team throughout the day to support in the delivery of a 5-star customer experience and making the team aware of any challenges may arise
- Operating efficiently point of sale systems, card machines and tills
SALES
- Responsible for selling the brands' unique offerings, Workouts, boosters and homecare products within the studio and when promoting the brand front of house
- To have a strong focus on maximising retail potential and customer retention
- Having the confidence to overcome selling challenges and ability to create retail theatre to attract and entice customers, incorporating the client journey and brand story whilst engaging with customers
- Constantly look for ways to maximise revenue through re-bookings, retails sales and add-ons. Including the promotion of courses and using initiative to find ways to encourage the client to make a purchase
- Regularly overview the appointment schedules, waiting list, cancellations, and no-shows to ensure revenue opportunities are not being missed
Person Specification:
The ideal candidate will:
- Experience within beauty, retail and spa
- Enjoys exploring opportunities and using own initiative
- Exceptional customer service skills
- A team player with inspirational social skills
- Articulate and confident communicator
- Experience working with an online booking system
- Fully flexible across weekdays, weekends and evenings
Over to the best part, the Perks!
- Generous commission on retail
- Exclusive Discounts: Enjoy personal, friends, and family discounts on our services, bringing the benefits of FACEGYM to your loved ones.
- Product Perks: Get 50% off FACEGYM products to help you look and feel your best.
- Special Celebrations: Celebrate your birthday or any special day with a paid day off, just for you.
- Supportive Resources: Access our free and confidential employee assistance program for personal and professional well-being.