Guest Care Team Lead

Do you want to make a difference in one of the fastest growing industries – the beauty industry?  At Aveda Salon we have a passion for people, beauty, wellness, fashion, art, and the environment!

DO WHAT YOU LOVE, LOVE WHAT YOU DO!  

Aveda Salon is a cosmetology and esthetics school and is known for the Aveda Experience we offer for our students, guests and team members alike.

• Our culture consists of having Fun, being a Servant Leader, Team work, Accountability, and creating an environment that is Student and Guest focused.
• We believe in treating ourselves, each other, and the planet with care and respect.

The Position: We’re looking for a Front Desk Retail & Guest Services Advisor Team Lead!

Position Purpose: The purpose of this position is to improve the Salon’s guest experiences by managing the day-to-day operations of the Guest Care area, with a primary focus on identifying business opportunities and ensuring overall guest care is above expectations.

Responsibilities: The team member in this position must exhibit certain characteristics and perform specific duties during their daily or weekly routine. These responsibilities include, but are not limited to:

• Uphold the Nurtur Core Values and Behaviors and Aveda Success Factors
• Demonstrate a strong understanding that the salon/spa industry is “high touch” and requires strong interpersonal skills and attention to the needs of others
• Provide ongoing recognition, support, and motivation for all Guest Care team members
• Serve as a role model by communicating and enforcing policies and procedures, safety and security standards, the Code of Conduct, and the dress code
• Help maintain a cohesive, cooperative work environment through team-building and motivation
• Create a sense of urgency, delegate appropriately, and motivate self and other team members to accomplish objectives
• Partner with Guest Care team members to develop action plans to ensure productivity and positive experiences in the Guest Care area is maximized
• Communicate information regarding performance of team members as well as potential disciplinary challenges to the Salon Spa Manager; mediate conflict resolution between team members as-needed
• Function as “Manager on Duty” in the absence of the Salon Spa Manager
• Establish the schedule for the Guest Care team, ensuring that it maintains appropriate staffing levels and is within budget
• Provide constructive feedback through daily coaching and regular evaluations of Guest Care team members
• Keep track of inventory and upcoming ordering needs and partner with the Support Center and outside vendors as-needed
• Work closely with Salon Spa Manager throughout the hiring and onboarding process of new team members
• Handle monetary transactions as-needed and directed by Salon Spa Manager
• Support the Marketing Team as-needed regarding guest outreach initiatives
• Focus continually on hospitality, guest care, and service excellence by welcoming guests and treating them with care and respect
• Check guests in and out for appointments, ensuring that their contact information is correct, appointments are booked correctly with necessary notes, and that the guest is rebooked accordingly
• Effectively utilize and maintain the guest database, ensuring that guest profiles are up-to-date at all times
• Effectively educate guests on policies, products, services, promotions, and launches
• Assist the Support Center by answering inbound calls from guests as-needed
• Work with Guest Care team members to ensure that Company goals and benchmarks are being met—including sales, guest retention, and service bookings
• Ensure that all waste materials are recycled in the proper fashion as dictated by local laws and Company guidelines
• Follow all Company guidelines and policies to properly open and close the retail area
• Maintain all safety, security, and technological standards and identify and communicate potential problems, issues, and challenges to Leadership immediately
• Participate in Aveda and Nurtur events including career fairs, marketing events, Earth Month, Beauty for a Cure, etc.
• Perform all duties as assigned and/or required to meet business needs
• Abide by all other Nurtur policies and procedures as outlined in the Team Member Handbook and Code of Conduct

Minimum Requirements: The team member in this position must exhibit certain educational and experiential requirements, including:

• High school diploma or GED equivalent, Bachelor’s degree a plus
• Minimum of 2 years’ continuous retail or customer service experience in a salon or spa required; experience in supervising and training staff highly preferred
• Exhibit Leadership, time management, organization, self-direction, initiative, resourcefulness, and follow-through with the ability to work at a fast pace and handle multiple tasks and projects at the same time
• Demonstrated aptitude to train new team members
• Excellent interpersonal, communication, and presentation skills
• Demonstrate extreme professionalism in manner, dress, and conduct
• Ability to work a flexible schedule, including evenings and weekends as needed
• Strong commitment to customer service excellence and to the Company’s mission and vision

Travel Requirements: The team member in this position must be able to travel locally to events and for out-of-state training as necessary.

Physical Demands and Work Environment: The team member in this position will be expected to work in an office environment in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Walk, stand up, and/or sit for up to eight (8) hours per day
• Use hands to handle objects and reach with hands and arms
• Walk, sit, stand, balance, stoop, speak, and hear
• See a computer screen and read paper and electronic documents
• Occasionally lift and/or move objects up to 30 pounds
• Tolerate a minimal to moderate noise level typical of a corporate office setting

Equal Opportunity Employer: All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital or family status, sexual orientation, or gender identity.

Perks and Benefits:

• Health Insurance
• 401k Matching 
• Dental/Vision/Life 
• PTO
• Employee Discount - 50%
• Professional Development Budget
• Growth Opportunities

If this is the Culture you believe in, then this is the place for you!!  Apply Today!