Root Whole Body · 3 months ago
Wellness Concierge Lead
Portland, Oregon, United States
Full-time, Part-time
Onsite
Mid, Senior Level
$20/hr - $22/hr
4+ years expRoot Whole Body is a company focused on holistic health care, seeking a Wellness Concierge Lead to enhance the customer experience. The role involves leading and managing the Wellness Concierge team to ensure high standards of service, optimize scheduling, and drive customer satisfaction and retention.
FitnessHealth CareWellness
Responsibilities
Develop Best of Class Wellness Concierge Team members
Responsible for hiring, training, developing and managing performance of Wellness Concierge team
Modeling and training the ‘best of’ customer service for all Wellness Concierge team members – from passion of our mission to knowledge of our services and philosophy to addressing customer requests or issues in a calm, grounded manner
Daily Huddles with WC team - Appointment and Member tracking with weekly Dashboard updates and management
Coordinate and direct the Wellness Concierge team to execute customer outreach effectively
Monitor Wellness Concierge Team performance, bonus targets and coach towards improvement
Drives optimization of Schedule and Capacity - additional appointments, upgrades, making sure each day is scheduled as optimized as possible
Daily Huddles with WC team - review opportunities for the day and confirmation opportunities for the next three days
Appointment and Member tracking with weekly Dashboard updates and management
Coordinate and direct the Wellness Concierge team to execute customer outreach effectively
Build connections and awareness in the neighborhood to promote Root’s services
Collaborate with Community Manager in marketing/promotional activities/events to increase Root’s presence in the local community
Champion opportunities to consistently deliver the Root Whole Body experience – from first impression to customer journey to repeat visits
Oversee site management to meet the highest standards of cleanliness, including reporting and recording facilities needs and upgrades based on customer and staff feedback
Assist with merchandising and maintaining the reception and retail areas
Display masterful knowledge of Root’s services, membership options, classes, and retail products offered to all customers via in person, Messenger AI/phone, and email communication
Follow up with customer concerns and/or requests in a timely manner - guide the Wellness Concierge Team in effective client issues resolution and handle any escalations
Manage records of all customer communications and activity in Mind Body and Messenger AI software
Cross-trained in Spa Attendant duties
Assisting in any clinic related Root duties as needed
Qualification
Required
Minimum 4-7 years experience in front line guest service (spa, hospitality and/or retail preferred)
Minimum 2-4 years in supervisory or management role
Ability to build a team to drive growth, develop customer relationships and build community
Excellent communication, time management, organizational and follow-up skills- ability to train others
Experience building trust and developing customer relationships
Skilled in transforming customer vision into actual results within our services
Preferred
Bachelors degree in hospitality, sales, or communications preferred
Benefits
Bonus Opportunity
Personal Time Off (PTO)
Complimentary Yoga and discounted Root Services
Company
Root Whole Body
Root Whole Body is a health and wellness brand for those seeking a natural medicine approach to their health and well-being.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Pat Johnson
Founder | CEO
Company data provided by crunchbase