Guest Sales Manager

Position Overview As the Guest Sales Manager at our practice, your primary role is to ensure that guests receive the highest quality of care throughout their surgical journey. This includes overseeing guest education, scheduling procedures, consults, and surgeries, coordinating care, and assisting guests with their surgical preparations. You will also provide invaluable support to physicians and staff by managing administrative tasks related to guest care coordination, while mentoring and guiding Guest Care Coordinators and the Concierge Team to optimize workflow and enhance guest experiences. As the Guest Sales Manager, you will be responsible for mastering all tasks outlined below while supporting a team of Guest Care Coordinators.

TPC Concierge Team Oversight:

Lead and manage the TPC Concierge Team, ensuring all inbound inquiries across clinic locations are handled with consistency, urgency, and a high standard of guest experience. Establish call routing protocols, response time standards, and escalation procedures that align with TPC's brand and service expectations.

Concierge Performance & Training:

Hire, train, and hold the Concierge Team accountable to defined KPIs including response time, call-to-consult conversion rate, and guest satisfaction. Continuously refine scripts, objection-handling frameworks, and handoff protocols between the Concierge Team and clinic-based PCCs to ensure a seamless guest journey from first contact to booked appointment.

Pre-consultations:

Ensure comprehensive pre-consultations are conducted for all scheduled guests. This involves actively listening to guest concerns and objectives, gathering documentation on prior surgeries and health issues, and determining guest eligibility for consultations (following the pre-consultation protocol). Maintain a proactive approach to follow up on pre-consultations, ensuring all guests are prepared three months in advance of their appointments.

Consultations:

Conduct consultations for scheduled guests under the provider's guidance. This includes attentive listening to understand guest goals and providing education and quotes for significant expenses confidently.

Quotes:

Demonstrate a solid understanding of generating estimates and providing quotes during consultations, including revisions and in-office procedures. Ensure the timely conversion of estimates into invoices.

Pre-ops:

Handle pre-operative tasks with the utmost discretion, maintaining guest privacy and dignity. Build and sustain guest trust by confidently confirming procedures and addressing questions. Collect payments and prepare necessary paperwork for the surgical team.

Guest Communication:

Engage effectively with guests to assist with their education and address questions or concerns. Listen attentively to empathize with guests who may have frustrations or feel unheard.

Booking Appointments:

Efficiently book all necessary appointments related to surgeries and collect deposits, delivering exceptional service that sets a standard for positive guest experiences.

Surgery Schedulers:

Complete surgery schedulers for all guests and submit them to the surgical center at least two weeks before the upcoming month. Understand the significance of CPT codes in this process.

PCC Duties:

Responsively manage various tasks, including promptly addressing messages on all systems related to surgery booking, responding to emails, and returning guest calls. Proactively reach out to guests to schedule surgeries, follow up through emails, texts, and phone calls, and adjust schedules as necessary. Adapt to last-minute changes and utilize all systems effectively.

Communication:

Exhibit excellent communication skills by conveying ideas and concerns to the Clinic Manager regarding guests or personal matters. Always prioritize kindness, honesty, and transparency in all interactions.

Mentorship:

Provide mentorship and guidance to Guest Care Coordinators, fostering a collaborative environment that promotes professional growth and development.

Initiative:

Take initiative in the absence of guidance, identifying and addressing tasks that need attention while maximizing productivity during idle periods. Accept responsibility and hold yourself accountable for your duties.

Lead Management & Conversion Oversight:

Own the full pipeline from inquiry to scheduled surgery. Ensure timely follow-up, consistent communication, and high conversion rates from consult to booked case.

PCC Training & Performance Management:

Hire, train, and coach guest care coordinators on consultative selling, objection handling, and relationship-building; track KPIs like guest conversion rate, average quote value by procedure, and coordinator response time.

Data Analysis & Revenue Growth Initiatives:

Monitor sales metrics (conversion rates, no-show rates for consults, procedure mix) and implement process improvements, promotional strategies, and pricing adjustments to drive growth.

Other Duties:

Perform additional responsibilities as assigned.

What Success Looks Like:

High Conversion Performance:

Consistently raises the standard of consult-to-surgery conversion rates, with clear ownership of pipeline outcomes from first contact to scheduled procedure(s).

Consistent, High-Quality Quote Delivery:

Every guest receives a clear, confident, and standardized quote presentation that effectively communicates value, pricing, and financing options.

Strong Team Performance & Accountability:

Guest care coordinators consistently meet or exceed KPIs (conversion rate, average quote value by procedure, and no-show/cancellation rates for consults) with ongoing coaching, development, and low turnover within the department.

Exceptional Guest Experience:

Guests report on a high level of trust, clarity, and satisfaction throughout the decision process, reflected in reviews, referrals, and low hesitation/confusion post-consult.

Data-Drive Operational and Financial Growth:

Demonstrates measurable growth in booked surgical revenue and average case value through effective pricing discussions.

Requirements:

Bachelors degree in Business Administration, Finance, or similar, preferred Minimum of 5 years of experience in a Sales role; minimum 2-3 years of sales management a plus Proven office management and administrative experience. Exceptional time management skills and the ability to multitask effectively. Strong professional demeanor and excellent communication skills. Flexibility to adapt to changing demands. Outstanding customer service skills.

What We Offer:

Competitive compensation & bonus eligibility Comprehensive benefits package with medical, dental, vision, and retirement plan with company match Top-of-the-line spa perks and access to discounts Industry-leading Paid Time Off & paid holidays Opportunities for growth and development alongside a world-class management and clinical team E04JI802s7ag409643l Guest Sales Manager The Plastics Clinic, LLC Draper, UT 84020 Position Overview As the Guest Sales Manager at our practice, your primary role is to ensure that guests receive the highest quality of care throughout their surgical journey. This includes overseeing guest education, scheduling procedures, consults, and surgeries, coordinating care, and assisting guests with their surgical preparations. You will also provide invaluable support to physicians and staff by managing administrative tasks related to guest care coordination, while mentoring and guiding Guest Care Coordinators and the Concierge Team to optimize workflow and enhance guest experiences. As the Guest Sales Manager, you will be responsible for mastering all tasks outlined below while supporting a team of Guest Care Coordinators.

TPC Concierge Team Oversight:

Lead and manage the TPC Concierge Team, ensuring all inbound inquiries across clinic locations are handled with consistency, urgency, and a high standard of guest experience. Establish call routing protocols, response time standards, and escalation procedures that align with TPC's brand and service expectations.

Concierge Performance & Training:

Hire, train, and hold the Concierge Team accountable to defined KPIs including response time, call-to-consult conversion rate, and guest satisfaction. Continuously refine scripts, objection-handling frameworks, and handoff protocols between the Concierge Team and clinic-based PCCs to ensure a seamless guest journey from first contact to booked appointment.

Pre-consultations:

Ensure comprehensive pre-consultations are conducted for all scheduled guests. This involves actively listening to guest concerns and objectives, gathering documentation on prior surgeries and health issues, and determining guest eligibility for consultations (following the pre-consultation protocol). Maintain a proactive approach to follow up on pre-consultations, ensuring all guests are prepared three months in advance of their appointments.

Consultations:

Conduct consultations for scheduled guests under the provider's guidance. This includes attentive listening to understand guest goals and providing education and quotes for significant expenses confidently.

Quotes:

Demonstrate a solid understanding of generating estimates and providing quotes during consultations, including revisions and in-office procedures. Ensure the timely conversion of estimates into invoices.

Pre-ops:

Handle pre-operative tasks with the utmost discretion, maintaining guest privacy and dignity. Build and sustain guest trust by confidently confirming procedures and addressing questions. Collect payments and prepare necessary paperwork for the surgical team.

Guest Communication:

Engage effectively with guests to assist with their education and address questions or concerns. Listen attentively to empathize with guests who may have frustrations or feel unheard.

Booking Appointments:

Efficiently book all necessary appointments related to surgeries and collect deposits, delivering exceptional service that sets a standard for positive guest experiences.

Surgery Schedulers:

Complete surgery schedulers for all guests and submit them to the surgical center at least two weeks before the upcoming month. Understand the significance of CPT codes in this process.

PCC Duties:

Responsively manage various tasks, including promptly addressing messages on all systems related to surgery booking, responding to emails, and returning guest calls. Proactively reach out to guests to schedule surgeries, follow up through emails, texts, and phone calls, and adjust schedules as necessary. Adapt to last-minute changes and utilize all systems effectively.

Communication:

Exhibit excellent communication skills by conveying ideas and concerns to the Clinic Manager regarding guests or personal matters. Always prioritize kindness, honesty, and transparency in all interactions.

Mentorship:

Provide mentorship and guidance to Guest Care Coordinators, fostering a collaborative environment that promotes professional growth and development.

Initiative:

Take initiative in the absence of guidance, identifying and addressing tasks that need attention while maximizing productivity during idle periods. Accept responsibility and hold yourself accountable for your duties.

Lead Management & Conversion Oversight:

Own the full pipeline from inquiry to scheduled surgery. Ensure timely follow-up, consistent communication, and high conversion rates from consult to booked case.

PCC Training & Performance Management:

Hire, train, and coach guest care coordinators on consultative selling, objection handling, and relationship-building; track KPIs like guest conversion rate, average quote value by procedure, and coordinator response time.

Data Analysis & Revenue Growth Initiatives:

Monitor sales metrics (conversion rates, no-show rates for consults, procedure mix) and implement process improvements, promotional strategies, and pricing adjustments to drive growth.

Other Duties:

Perform additional responsibilities as assigned.

What Success Looks Like:

High Conversion Performance:

Consistently raises the standard of consult-to-surgery conversion rates, with clear ownership of pipeline outcomes from first contact to scheduled procedure(s).

Consistent, High-Quality Quote Delivery:

Every guest receives a clear, confident, and standardized quote presentation that effectively communicates value, pricing, and financing options.

Strong Team Performance & Accountability:

Guest care coordinators consistently meet or exceed KPIs (conversion rate, average quote value by procedure, and no-show/cancellation rates for consults) with ongoing coaching, development, and low turnover within the department.

Exceptional Guest Experience:

Guests report on a high level of trust, clarity, and satisfaction throughout the decision process, reflected in reviews, referrals, and low hesitation/confusion post-consult.

Data-Drive Operational and Financial Growth:

Demonstrates measurable growth in booked surgical revenue and average case value through effective pricing discussions.

Requirements:

Bachelors degree in Business Administration, Finance, or similar, preferred Minimum of 5 years of experience in a Sales role; minimum 2-3 years of sales management a plus Proven office management and administrative experience. Exceptional time management skills and the ability to multitask effectively. Strong professional demeanor and excellent communication skills. Flexibility to adapt to changing demands. Outstanding customer service skills.

What We Offer:

Competitive compensation & bonus eligibility Comprehensive benefits package with medical, dental, vision, and retirement plan with company match Top-of-the-line spa perks and access to discounts Industry-leading Paid Time Off & paid holidays Opportunities for growth and development alongside a world-class management and clinical team E04JI802s7ag409643l