Client Advisor, Chestnut Hill

Job Title: Client Advisor
Overview:
As the Client Advisor, you are both the face and the driving force on the spa and retail sales floor, delivering gracious and seamless support to guests and staff. You ensure the front-of-house experience consistently reflects our luxury brand standards, demonstrated through exceptional hospitality, meticulous attention to detail, and precise operational execution. You help keep the spa polished, calm, and welcoming, ensuring guests have a world-class experience from arrival to departure.

In addition to these core responsibilities, you are pivotal in achieving sales objectives by actively promoting and selling retail products, maintaining high merchandising standards, and supporting seasonal brand promotions. Your role includes supporting timely and accurate inventory management You are responsible for supporting essential daily functions that keep the spa running smoothly. This role also collaborates and supports all team members by helping support clients and ensuring a seamless guest experience.

Key Responsibilities:

Sales & Key Holder Duties

• Drive retail performance by consistently meeting or exceeding sales goals, improving key performance indicators (KPIs), and supporting the client experience through effective team selling strategies.
• Perform key holder responsibilities, including overseeing opening and closing procedures, securing the facility, and maintaining business readiness.
• Maintain high standards of visual merchandising, ensuring retail displays are current and aligned with seasonal promotions and brand guidelines.
• Assist with inventory management, helping to monitor inventory levels, inbound/outbound inventory movements, inventory counts, and accurate inventory records

Guest Experience & Front Desk Operations

• Warmly greet all guests and ensure an effortless check-in and check-out process, performed with elegance and discretion.
• Consistently maintain a professional and polished demeanor while answering calls, managing bookings, and handling guest inquiries.
• Anticipate guest needs and personalize their spa journey with thoughtful touches and accurate information.
• Handle appointment changes and scheduling adjustments with efficiency and grace.

Team & Service Coordination

• Liaise between spa therapists, estheticians, and management to ensure a seamless flow of services and schedule accuracy.
• Communicate treatment preferences and special requests clearly to the service team.
• Support service excellence by proactively preparing for each guest’s arrival, such as confirming beverage preferences, ensuring room readiness, or noting VIP status.

Administrative & Operational Support

• Maintain spa software with up-to-date bookings, precise guest records, and thorough service notes.
• Responsible for opening/closing procedures to ensure the spa is secure & prepared for business operations, and maintaining accurate records
• Process payments, apply discounts or packages as necessary, and ensure all transactions are completed smoothly.
• Monitor front desk supplies and retail product inventory, assisting with merchandising and product education as needed.
• Assist in enforcing sanitation, safety, and cleanliness protocols in the reception area and common spaces.

Key Skills & Qualifications:

• High School diploma; additional education—such as a degree or coursework in hospitality, wellness, or business a plus
• Minimum of 2+ years of experience in retail, guest service or related industry; luxury experience a plus and/or wellness & beauty preferred
• Proven track record of high performance & meeting goals
• Proficiency in various software/programs/applications with an ability to learn new software easily; experience with Microsoft Office, point-of-sale (POS) systems, familiarity with spa or salon scheduling software is required (Mindbody, Booker & Zenoti, etc.)
• Excellent communication skills – written & verbal; maintaining a warm, professional & guest-first approach with all customer communications
• High attention to detail & strong organizational skills with an ability to handle multiple projects & demands
• Solution-oriented, with the ability to remain calm in fast-paced and dynamic environments.
• Collaborative, adaptable, and fully committed to upholding the brand experience.

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