• Full Time
  • London
  • 29/10/2121
  • TBC

Clinic at Holland Park

ABOUT US

We are an exciting new luxury 3,000 sq. ft. Lifestyle – Wellness – Aesthetics concept based in Holland Park with a magnificent retail offering, opening November 2021.

 

JOB DESCRIPTION

You are at the forefront of our business and your ability to connect and deliver our gold standard customer service will form the essential starting point of your responsibility.

Your role is to support your peers, team leader and management team in all aspects of the guest and patient delivery processed policies and to ensure the front desk delivers a quality -orientated service.

In addition to delivering quality customer service, the primary function of this role is to drive the overall clinic business through sales acquisition, education, and retention.

Our Guest Liaison team is dedicated to delivering the clinic Gold Standard Customer Service Experience through a set of company mind-set values:

  • Positive Attitude
  • Positive Language
  • Positive Engagement
  • Warm & Welcoming
  • Affirming
  • Adaptable
  • Gracious
  • Knowledgeable
  • Attentive
  • Empathic
  • Solution-Orientated
  • Relationship-Building

 

PRINCIPAL RESPONSIBILITIES

  • Cover the front desk during the building’s set business hours and be an on-site point of contact for patients and guests
  • Build strong relationships to work as a team with community colleagues, doctors and surgeons, management, guests and patients in order to facilitate the sense of community as per clinic ethos
  • Anticipate patient and guest needs before they arise using relevant information collected about patients to enhance and personalise their experience
  • Keep the front desk clean and organised
  • Answer any questions from team members, patients and guests related to the building including way-finding, policies and procedures, etiquette, etc.
  • Provide a friendly and professional welcome to all patients and guests
  • Ensure product, service and treatment knowledge is always up-to-date
  • Maintain cleanliness standards within the clinic, ensuring retail shelves are fully stocked and ensure front desk is cleaned and well organised
  • Participate in weekly, monthly, quarterly stock take when required
  • Ensure data is accurately collected
  • Respond, resolve, and document all patient and guest challenges
  • Respond to patient and guest enquiries in a timely manner
  • Display collaborative and positive behaviour in the work environment
  • Present yourself in the dress code / grooming standards as per clinic guidelines
  • Know and explain clinic policies and procedures

 

YOU WILL BE MEASURED AGAINST (KEY PERFORMANCE INDICATORS):

  • Achievement of personal targets per week / per month
  • Adherence to procedures and policies
  • Positive conduct within the working environment
  • Absenteeism
  • Time-keeping
  • Maintain a gold standard customer service mind-set and values

 

PREREQUISITES – PERSON SPECIFICATION (ESSENTIAL KEY COMPETENCIES):

  • Previous experience within the wellness / beauty sector
  • Demonstrate ability to achieve targets and KPI’s
  • Welcomes changes, is flexible to work shift patterns, evening, weekend and bank holidays and can adapt and deal with various and often last-minute change demands of the business
  • Ability to project a warm and friendly image
  • Knowledge retention
  • Demonstrates trust and respect in dealing with your team
  • The ability to effectively champion, promote and ‘sell’ our services, treatments, products, and campaigns
  • The ability to work as part of a team, support colleagues and promote excellent team spirit
  • A positive individual with a ‘can do’ results driven attitude
  • Ability to lead by example
  • Ability to prioritise work
  • Calm under pressure

To apply for this job email your details to jessica.noonan@hotmail.co.uk.