Front Desk Guest Service Expert

:

: GUEST SERVICE EXPERT

REPORTS TO: SALON MANAGER

GENERAL SUMMARY: This position is responsible for providing a great first and last impression in customer care, offering salon guests additional service opportunities, as well as assisting guests in understanding our products, specials, and company programs, while following all company policies and procedures.

DUTIES AND RESPONSIBILITIES: (including, but not limited to)

Guest Care / Customer Service

Phone Skills - the commitment to using our branded scripts: unique phone greeting, making appointments, confirmation calls, rescheduling, answering questions regarding services, pricing, level system, handling upset guests, all with professionalism and using our customized scripts when applicable.

Salon tour / New Client Welcome Gift - following through with our planned script for our salon tour, new client welcome gift, and introducing guest to our loyalty program, referral program, etc.

Greeting Guest - all guests are checked in, and then told about current specials and promotions. Offer coffee, take coat, etc.

Closing - following through with salons recommended scripts and procedures for offering retail/homecare options, scheduling next visit, offering more service choices to upgrade the guest experience.

Handling Upset Guest - following through with our specific scripts and procedures.

Sales:

Upselling Services, Specials and Promotions, Rebooking, Continued product training, Retail Gift Cards, and Referrals.

Tracking / Goals / Rewards:

Each Guest Service Expert is responsible for focus and effort in hitting their monthly goals by being consistent with scripting and offerings. When goals are met, rewards are given monthly.

Each Guest Service Expert is responsible for tracking on a DAILY, WEEKLY, MONTHLY BASIS.

Cleanliness and Organization:

Reception / Seating Area - maintaining clean and clutter free area at all times.

Front Desk - maintaining clean and clutter free area. No drinks or food ever behind the desk. Office Area - this area is off limits unless with manager or salon owner

Guest Restrooms - checked 4 x a day, clean, refill soap, towels, etc.

Break Room - Clean up after yourself when on break, lunch, etc. Refrigerated items need to be taken home at end of day.

Job Specifications:

Brand Code/Dress Code - the ability to maintain and present a fashionable, professional image following our brand code requirements of dress, hair, etc.

Continued Education - learning new products, services and creating scripts to professionally offer these items, as well as customer service workshops. The ability to work independently, as well as work as a team.

The ability being self-motivated and find productive activities during slower periods of business.

The ability to build and maintain positive, healthy interpersonal relationships with other team members.

Special Position Requirements:

Monthly team meetings

Occasional workshops off-site

One-on-one meetings / review tracking/goals

Working Conditions:

On a regular basis, requires the ability to walk, ability to stand for 8 - 10 hours, reach with hand and arms, ability to lift and/or move 50lbs, tolerate salon chemicals and fragrances.

On an occasional basis, requires the ability to climb a ladder and balance.

On a frequent basis, requires the ability to stoop, kneel, and crouch.

Job Type: Full-time

Pay: From $14.00 per hour

Expected hours: 35 per week

Benefits:

• Employee discount

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Ability to commute/relocate:

• Lincoln, RI 02865: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 2 years (Required)

Shift availability:

• Day Shift (Required)

Work Location: In person