Job Description

Position Summary

The Wellness Concierge is a ‘front desk’ client-facing role responsible for managing the front of house operations. This role is pivotal in ensuring a seamless and exceptional experience for our members and guests. The Wellness Concierge will handle calendar management, membership management, member communications, and account recovery.

The Wellness Concierge works in tandem with the AQT (Aquatech Team) to facilitate client experiences and bookings, as well as special events.

Key Responsibilities

• Client Interaction:
• Greet and welcome clients as they arrive at the studio.
• Provide detailed information about services, memberships, and promotions.
• Assist clients with booking appointments and managing their schedules.
• Address client inquiries and resolve any issues promptly and professionally.

• Calendar Management:
• Maintain and update the studio’s appointment calendar.
• Coordinate with service providers to ensure availability and manage bookings.
• Send appointment reminders and confirmations to clients.
• Membership Management and Sales:
  
  
• Handle membership sign-ups, renewals, and cancellations.
• Manage member accounts and ensure accurate record-keeping.
• Assist members with understanding their benefits and using their memberships effectively.
• Responsible for up-selling guests to additional services, retail etc.

• Member Communications:
• Send out regular communications to members, including newsletters, updates, and promotional offers.
• Manage the studio’s communication channels, including email, phone, and text messaging.
• Ensure all communications are aligned with the studio’s brand and messaging guidelines.

• Account Recovery:
• Handle account recovery processes, including following up on overdue payments and resolving billing issues.
• Work with the finance team to ensure accurate and timely processing of payments.

• Administrative Support:
• Assist with the preparation of reports and data analysis related to membership and client engagement.
• Maintain a clean and organized front desk area.
• Support the General Manager with various administrative tasks as needed.

Requirements

Qualifications

• Education and Experience:
• High school diploma or equivalent; college degree preferred.
• Previous experience (3+ years) in a client-facing role REQUIRED, preferably in a wellness, hospitality, or customer service environment.
• Skills and Abilities:
• Excellent communication and interpersonal skills.
• Strong organizational and time-management skills.
• Proficiency in using scheduling and CRM software.
• Ability to handle multiple tasks and work in a fast-paced environment.
• Detail-oriented with a focus on providing exceptional customer service.
• Adapt at handling conflict resolution/guest recovery situations.
• Comfortable with sales.
• Personal Attributes:
• Friendly and approachable demeanor.
• Passion for wellness and holistic health.
• Ability to work independently and as part of a team.
• Professional appearance and attitude.
• Comfortable talking to luxury clientele.

Working Conditions

• This position requires working on-site at the IntoMeSea studio.
• Must be available to work flexible hours, including evenings (we are open until 8pm) and weekends as needed. We aim to have a cyclical schedule amongst the WC team.

Compensation & Benefits

• $28-30 per hour DOE, P/T work
• FREE Services and Events
• Optional 401K
• Collaborative and grounded work environment.
• Opportunity for growth and advancement.

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