Covery Client Specialist

JOB SUMMARY

The Covery is an integral part of The Houstonian Hotel, Club & Spa. The Covery offers wellness and longevity services to Houstonian members and hotel guests, and The Covery Client Specialist assists in effectively delivering these services to clientele

The primary function of The Covery Client Specialist (CS) is to interact with clients to address their needs, answer questions, and resolve concerns. The CS is responsible for providing support to existing and prospective clients through various channels, including telephone, email, chat, text, social media and in-person. The CCS directs all efforts toward client satisfaction, achieving Company standards and maximizing profit for the Company while delivering a memorable service experience and superior value to the client.

ESSENTIAL FUNCTIONS

RESPONSIBILITIES & DUTIES

• Reliable, regular attendance and punctuality for work shifts.
• Adhere to all Houstonian policies and procedures.
• Professional verbal and written communication in English, in-person, by telephone, and via email, text, chat and social media platforms.
• Able to access, input, and retrieve information from a computer.
• Able to promote and upsell additional products and services according to the needs of each client.
• Provide friendly, personalized service to clients throughout their visit. Specific tasks will frequently include answering client questions, explaining The Covery offerings, and providing tours of the wellness space.
• Perform all guest activities in cordial, efficient and professional manner, always maintaining a commitment to guest satisfaction.
• Work collaboratively within The Covery and with other departments of The Houstonian Hotel, Club & Spa.
• Adhere to a professional relationship with clients of Covery. Discussion of internal matters of any sort with clients is not permitted.
• Comply with all Covery policies and practices including privacy and confidentiality, cleaning and sanitation, safety, and other procedures at instructed by management.
• Record keeping and detailing notes in the client profiles to document client preferences, concerns, service issues or other information that will be beneficial to support providers on future visits.
• Able to manage multiple priorities while upholding all service standards.
• Have expert-level knowledge of all Covery services, prices, apparatus, and facilities. Be familiar with the rest of The Houstonian Campus offerings, particularly those of The Club & Spa.
• Inform managers of any issues or concerns that are brought to your attention by a guest.
• Assist and support other team members / departments as needed.
• Perform administrative duties including filing, ordering and restocking supplies, assisting with marketing promotions, and other duties as directed by management.
• Participant in applicable training sessions, learning new techniques to be used in the performance of the job.
• Attend staff meetings.
• Consistently clock in and out for shifts and breaks.
• Report any maintenance problems to Engineering and to Covery management.
• Works in a safe and hygienic manner at all times.
• Any other tasks as required by management.

SKILLS & QUALIFICATIONS

• CPR/AED Certified
• At least one year working in an upscale or luxury service or retail environment.
• Computer proficiency including Microsoft Office Suite including Outlook, Word, and Excel and the ability to learn appointment booking and lead generation software.
• Ability to communicate and collaborate within The Houstonian's culture of diversity, inclusion and respect. This manager will treat others with dignity and respect and exhibit conduct that reflects inclusion all times
• Hands on, team-oriented work ethic
• High ethics and integrity
• Able to provide luxury-level service to members and guests at all times

WORK ENVIRONMENT:

To perform the duties of this position successfully, an employee is required to execute the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Employees in this position will be required to work in a fast-paced medical/clinical where there is typically a low to moderate noise level.

PHYSICAL REQUIREMENTS:

Physical requirements of this position include having the ability to: sit for extended periods of time, stand and walk, see and read a computer screen and printed matter with or without vision aids, enter data into computer, operate standard office equipment, operate a variety of medical equipment, use a telephone, hear and understand at normal levels and on the telephone, speak so that others may understand at normal levels and on the telephone, stoop, reach overhead, grasp, push, pull, move or lift up to 30 lbs. on an occasional basis.

The Houstonian Hotel, Club & Spa is an Equal Opportunity Employer. We are committed to creating an inclusive and diverse workplace where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law. We encourage individuals of all backgrounds to apply. To access the 'EEO is The Law' information poster please visit

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.