Guest Experience Manager
Toronto, Ontario, Canada
4d ago

The Guest Experience Manager (GEM) role at Myodetox is a full-time clinic administrative and hospitality-focused management role.

Each clinic has one GEM and they are responsible for all Guest Experience functions, management of the Guest Experience Coordinator team and work to grow the business.

GEMs are supervised directly by Clinic Directors (CD) and work full-time, 40 hour weeks in their designated clinic.

As a GEM you are a leader with strong communication, an affinity for collaboration, and a passion for people. You will be responsible primarily for the Front of House functions and developing and mentoring the Guest Experience Team.

You have an inherent desire to inspire your team to deliver an exceptional and customized experience within the clinic and in your community.

A Guest Experience Manager is responsible for the following areas of the business :

Guest Experience and Hospitality :

  • Ensuring all guests are receiving the best quality service from all GE team members
  • Implementing and continuously looking to improve on the hospitality services provided by the clinic
  • Is the coach and mentor to all GE team members and provides feedback and coaching for growth
  • Ensures the cleanliness standard is upheld in the clinic through leading clinic resets
  • Ensures the clinic fixtures and equipment are in good working order
  • Schedule GEC staff within budgetary parameters while ensuring scheduled appointment have appropriate coverage, inclusive of managing vacation / time off requests
  • Monitor therapist schedules daily and modify / communicate GEC schedules when necessary
  • Complete all cash reconciliation and reporting processes
  • Retail products - inventory management, merchandising, shrink and revenue
  • Process all inventory orders within clinic budgetary parameters and send out biweekly clinic expense reports
  • Report retail sales and inventory demands to business operations team
  • Business Planning :

  • Oversee GEC administrative duties to ensure all billing is accurate and completed
  • Ensure all patient scheduling is up to date for unscheduled, initial, cancelled and waitlisted.
  • Develop quarterly clinic business plans with CD and RD, execute deliverable goals.
  • Responsible for responding to all guest inquiries regarding their clinic
  • Coaching and Development :

  • Responsible for all teaching and learning workshops for their teams
  • Oversee all new GEC training through 30, 60 and 90 day check ins.
  • Responsible for the learning and development of their GEC teams
  • Identify hiring needs on the GE team, interview candidates, hire and train
  • Responsible for the overall performance of their GE team inclusive of rewards and performance management
  • Support for the Therapist Team :

  • Working with the GE team to steward their relationships with therapists to optimize their schedules to ensure sufficient lead distribution, appropriate scheduling
  • Working with the GE team to steward their relationships with therapists to optimize their working space and preferences
  • Who You Are :

  • 1-2 years of management experience in the customer service and hospitality industry
  • A leader with an execution mindset who has experience building a high-performance team from the ground up
  • A resourceful, adaptable leader with a growth and development mindset for their team
  • A strong communicator, both personal and administrative
  • A strong business sense, building the business with the organization's vision in mind
  • Hands-on experience working with various administrative softwares
  • Who We Are :

    Myodetox was started in 2015 - a clinic with a team of licensed physiotherapists, chiropractors and registered massage therapists who are trained to look at every problem with a similar approach to ensure a consistent treatment experience.

    Since then, we have helped improve the lives of tens of thousands of patients by solving their pain and injuries. In addition, we have partnered with industry-leading lifestyle and action-sports brands on a variety of community activations by creating programs centered around recovery and injury prevention.

    As the first lifestyle therapy brand, Myodetox has 9+ locations throughout Canada and the US and is leading today's conversation on why taking care of your body is essential to your daily life.

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