Guest Engagement Specialist

[salon]718 is a successful salon business with seven locations and a desire to expand its team. We are seeking a professional Guest engagement specialist who is creative, driven, and passionate about delivering an amazing guest experience to join our Team. 

Position Summary

The Guest Engagement Specialist is essential to enhancing the client experience while directly influencing key performance metrics vital for our salon's growth. This role combines exceptional client support with strategic initiatives aimed at increasing client rebooking rates, average ticket value, and retail sales. This position has a strong sales component, and you will be rewarded with a 10% commission on retail sales.

Key Responsibilities:

1. Client Engagement:

• Welcome clients warmly, creating a positive first impression.
• Proactively engage with clients to assess their needs and preferences.
• Upsell guests on services they can receive on the day of their appointment upon check-in.
• Facilitate effective communication between clients and stylists to ensure a seamless experience.

2. Rebooking Strategy:

• Implement and monitor rebooking initiatives, aiming for a 75% rebooking rate.
• Educate clients about the benefits of regular visits and personalized care.
• Utilize appointment management tools to optimize scheduling and follow-up.

3. Sales Performance:

• Collaborate with stylists to upsell services and retail products, targeting a 20% increase in retail sales.
• Track and analyze sales metrics, providing feedback and strategies for improvement.
• Create promotional materials and incentives to boost retail sales.
• Earn a 10% commission on all retail sales generated through client interactions.

Retail Commission Structure:

• For the first three months, retail commission will start on dollar one.
• After a review of retail and rebooking performance, the following benchmarks must be met to maintain this commission structure:
  • Salon Retail at 10% and Rebooking at 75% → Dollar-one commission will be maintained, and a $100 bonus will be available.
  • Salon Rebooking at 90% → The bonus increases to $200.
• To be eligible, you must work a minimum of 25 hours per week.

4. Salon Maintenance:

• Maintain the cleanliness and organization of the salon to ensure a welcoming environment.
• Assist with inventory management, including restocking products and tracking supplies.

5. Client Feedback & Reviews:

• Encourage and facilitate client feedback through surveys and review platforms.
• Develop strategies to enhance online presence and reputation, focusing on positive reviews.
• Address any client concerns promptly to maintain high satisfaction levels.

6. Team Collaboration:

• Support stylists with daily operational tasks to ensure smooth salon functioning.
• Conduct regular training sessions on customer service excellence and sales techniques.
• Collaborate with management on performance metrics and improvement plans.

Qualifications:

• Excellent interpersonal and communication skills.
• Strong organizational abilities and attention to detail.
• Experience in a customer service or sales role is preferred.
• Passion for the beauty industry and commitment to delivering exceptional client experiences.

Compensation:

• This position will start at minimum wage, with the opportunity to earn additional incentives based on team performance metrics.
• 10% commission on retail sales.
• Eligibility for a $100–$200 rebooking bonus based on performance metrics.

We are excited about this new direction and the opportunities it presents for both our team and our clients. 

Please do not call the salon to inquire. If your resume is chosen, you will be contacted by a manager.