Salon Experience Associate

Job Description

Job Description

Steel Blade Men's Salon is Albuquerque's premium, appointment only men's grooming destination over 1,000 five-star reviews and a reputation built on precision, consistency, and an elevated client experience from the first hello. We're not a walk-in barbershop; we're a standard our clients count on.

The Role

We're hiring a Client Experience Associate to cover the shift opposite Saturnino our Director of guest experience. You'll be the first voice and face clients encounter for that shift, responsible for making every interaction feel personal, warm, and unmistakably premium never rushed, never robotic.

This role reports to Saturnino our director and follows the same standards and playbooks he uses, so consistency holds no matter which shift a client reaches.

What You'll Do

• Greet and check in clients in person, setting the tone for a premium, unhurried experience.
• Manage the chat inbox and phone calls during your shift confirmations, rescheduling, and follow-ups with a warm, human tone (not scripted or robotic).
• Handle same day no-shows and late arrivals per house protocol, including outreach calls.
• Offer relevant add-ons and upsells at booking based on stylist availability or client history (e.g. beard trim, scalp detox, nose wax) low-pressure, personalized, never pushy. Extensive product knowledge (which we will train you on).
• Check that clients are booked with their matched stylist (via our Mya quiz) rather than defaulting to whoever's available.
• Keep Phorest notes accurate and up to date on every client interaction.
• Communicate policies (reservation fee, appointment only, cancellation window) clearly and kindly, without sounding like a script.
• Help keep stylists on schedule throughout the day when appointments are running long so timing stays on track.
• Keep the salon clean, tidy, and clutter free throughout your shift not just at open/close.
• Handle laundry duties, including folding towels and capes.

What We're Looking For

• Genuine hospitality instinct you notice what a guest needs before they ask.
• Comfortable with light product recommendations /upselling in a way that feels like a suggestion from a friend, not a pitch.
• Strong verbal and written communication warm, clear, unhurried, even when it's busy.
• Organized and detail oriented nothing falls through the cracks on your shift.
• Comfortable with booking software (Phorest experience a plus, not required).
• Reliable and punctual (we do not do late) you're the face of the shift, so consistency matters.
• Willing to pitch in on hands on tasks (tidying, laundry, keeping timing on track) this isn't a desk-only role.