Guest Service Specialist

Guest Service Specialist

Beaches Tanning Center is looking for an outgoing professional to support the guest service manager in improving the guest service experience and ensuring that guests are satisfied. They will be required to assist store employees via email and phone with guest issues and assist the employees with any help and/or training. This role requires the ability to handle stressful situations, think fast, find answers, and respond quickly to guest issues, all with a polite, empathic, and professional voice and manner. Looking for someone who is enthusiastic, has high energy levels, and is friendly with a genuine desire to provide outstanding service.

Key Responsibilities

• Ensure all company policies and procedures are consistently followed.
• Provide exceptional guest service by handling inquiries, complaints, and account issues via phone and email in a professional and courteous manner.
• Maintain positive relationships with both corporate and store-level employees.
• Coach store staff on guest service best practices and escalate unresolved issues to ensure timely resolution.
• Monitor and document guest complaints, employee performance concerns, and conduct audits as needed.
• Track and report same-month cancellations and improperly signed accounts.
• Support stores with technical troubleshooting related to the guest experience.
• Manage membership services, including account updates, cancellations, freezes, and Beaches Bucks distribution.
• Handle guest satisfaction initiatives including surveys, secret shoppers, and salon summary reports.
• Provide insight to store management and the training department to reduce recurring guest issues.
• Contribute to the monthly manager meeting presentation.
• Respond to chargebacks and assist with follow-up documentation.
• Propose new ideas and improvements to enhance the overall guest experience.
• Help maintain an organized and tidy office environment, including supply management.
• Participate in various company audits and reporting tasks as assigned.

General Skills and Competencies

• Capacity to work under pressure
• Active listening and empathy
• Excellent written and verbal skills
• Ability to prioritize, multi-task, and manage time efficiently
• Excellent attention to detail and accuracy
• Problem solving and critical thinking skills
• Professional appearance and behavior
• Ability to promote and work in team environment
• Guest service oriented
• Ability to work with and resolve complex guest issues in a timely manner
• Adhere to company policies and demonstrate a high level of integrity

Requirements

• High school diploma/ GED required
• Strong computer and software knowledge
• Reliable and honest
• 1-year customer service experience
• Must be able to work at least 30 hours a week with some flexibility, including evenings
• Must be able to work the last day of the month until midnight regardless of holidays
• Bilingual (preferred, but not required)