Receptionist and Guest Experience Coordinator

Job Responsibility:

trove Introduction

At trove, we are creating a new model of wellbeing. We offer a uniquely convenient way for people to access best-in-class products and services to support their wellbeing, mind, body + soul, in an elevated, sanctuary-like setting.

We aren't just another wellness business. We are a retreat in the city, a place to quiet the noise of the outside world, calm your nervous system, and come back to center. We are obsessed with providing our guests with access to an experience that can't be found anywhere else - total holistic nourishment in a luxurious setting that immediately feels like home.

At trove, you can expect to work with like-minded and like-hearted people, who care deeply about our collective healing. We are committed to providing our team with opportunities to care for your wellbeing, and to learn, grow and thrive together.

As a Wellness Concierge at trove, you are the first touch point for every guest entering our space, and your role is of critical importance to our overall client experience, and to our team.

Expectations + Values

The Wellness Concierge will work closely with trove's General Manager, Assistant General Manager, class facilitators, and clinical practitioners. The main responsibilities include: welcoming guests to trove, check-in and check-out, ensuring a smooth guest experience, answering phones and emails, assisting guests with booking and selection of services, co-ordinating guest flow with practitioners, and retail sales.

This position offers a significant opportunity to learn and grow across various areas of the business, while collaborating with our growing team.

We're looking for a candidate with strong judgment, emotional intelligence, and a growth mindset. The ability to collaborate with stakeholders from diverse backgrounds is essential. The ideal candidate is deeply dedicated to excellence in client service, and is a proactive problem solver who seeks to improve processes and maintain systems. They should have strong organizational skills, be able to plan ahead, and stay calm under pressure. Exceptional communication skills and a positive attitude are also critical to success in this role.

Our core values are the four pillars of our brand and our North Star at trove.

Integrity: We are our word, individually and collectively. Our brand is a reflection of how we live and breathe our values. You can trust the quality and thought behind everything we do and offer.

Excellence: We are committed to providing a best-in-class experience, for both our guests and our team. Excellence is at the forefront of every decision we make, from the practitioners we partner with to the products we curate and create.

Belonging: We are committed to not only building a diverse community, but also ensuring that our spaces are infused with the safety and inclusion that allows for belonging - where everyone can show up fully as their most authentic selves, and thrive.

Community: trove isn't about any one of us. It's about all of us. Our commitment to wellbeing is about uniting us all in our healing, and in doing so, collectively healing the world.

Responsibilities

• Greeting all trove guests with direct eye contact, a smile, and a warm welcome
• Checking guests in and out
• Developing strong proficiency with trove's booking system and other tech
• Answering and responding to trove phone and email
• Assisting clients in defining and booking their wellness journey
• Co-ordinating with practitioners to ensure guests receive a smooth reception and journey through our space
• Developing a thorough understanding of trove's retail offering, and assisting guests with retail purchases
• Recommending credit packages to guests where appropriate
• Ensuring the cleanliness and tidiness of the reception area, and all common areas
• Ensuring proper coverage of reception area when necessary to leave
• Assisting as needed with inventory, product displays and preparing for special events
• Maintaining a positive can-do attitude, and responding to the evolving needs of the business
• Opening and closing the space as required

Skills + Experience

• 2+ years experience in a reception, admin or other client facing role, spa or clinic experience is an asset
• Prior experience in a service-based business with booking software is an asset
• Proficiency in mindbody is an asset
• Excellent reading, writing and oral proficiency in English
• Demonstrates superior knowledge of spa, wellness and holistic modalities
• Strong troubleshooting and problem solving skills
• Takes initiative
• Thrives in a fast-paced and changing environment
• Excellence in the following areas:
• Communication
• Organization
• Client experience + satisfaction

Please Note

This is a full time, in-person role. Flexible availability, including on evenings and weekends, is required.

All Candidates must be in possession of identification proving authorization to work in Canada. This Position does not offer sponsorship of Work Visas. Resumes submitted that cannot fulfill these requirements will not be considered.

Job Type: Full-time

Pay: $18.00-$21.00 per hour

Benefits:

• Company events
• Extended health care
• Store discount

Schedule:

• Evening shift
• Monday to Friday
• Morning shift
• Weekends as needed

Experience:

• customer service: 2 years (required)

Work Location: In person