Guest Services Team Lead

GUEST SERVICES TEAM LEAD JOB DESCRIPTION

POSITION TITLE

Guest Services Team Lead

SUPERVISOR

Assistant Salon Manager

SUMMARY

Responsible for supporting overall salon success with Salon Management by helping to maximize sales, provide a great experience for the guests, and provide leadership and direction to the Guest Services Team. The Team Lead will assume responsibility for Guest Service operations as the “Manager-on-Duty” in the absence of Salon Management. Additional knowledge and responsibilities include in-depth knowledge of Juut’s products and services. Key accountabilities of this position include those tasks listed below, combined with ensuring positive, uplifting experiences for all, being a resource to guests, artists, and therapists, and upholding Juut’s Daymaker philosophy.

ESSENTIAL DUTIES AND RESPONSIBILITIES

DAYMAKING

• Believe in and follow through on the Company's purpose, mission, values, beliefs, and guiding principles.

• Be a passionate expert: always continue to learn, serve guests consistently, and always maintain integrity.

• Make a genuine connection: always be authentic, respectful, compassionate, and fully present.

• Inspire an encore: always go above and beyond to give each guest an unforgettable experience and maintain enthusiasm and confidence.

JOB REQUIREMENTS

• Excellence in all duties required of all Guest Service Specialists, including but not limited to: guest interactions, retail processes, sales and stocking, appointment scheduling, cash handling, and salon facility care and cleanliness.

• In-depth knowledge of artists at salon location, including services provided, specialties, levels, etc.

• Attend all training, education, and meetings/huddles. Help lead Guest Service meetings and huddles.

• Must remain professional at all times; in demeanor, communication, and dress (including following proper dress code).

• Ability to act as the “Manager-on-Duty” to guests and employees in the absence of the assistant salon manager or salon manager.

• Work with salon management to complete inventory counts, seasonal merchandising, and other inventory projects as requested.

• Assist with training for new Guest Service team members who start at Juut, following the syllabus provided to ensure proper training and set an example of elevated guest care.

• Support administratively by researching booking challenges and cancellation policy outliers, collaborating with the assistant salon manager on next steps when necessary.

• Provide excellent client care in service adjustment/redo situations, working to resolve the client challenge and engaging with salon management when additional support is needed.

QUALIFICATIONS

To perform this role successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform essential functions.

• Leadership: a demonstrated ability to lead people and get results through others.

• Management: the ability to organize and manage multiple priorities.

• A willingness to ask questions and take initiative.

• Outstanding customer service and communication skills.

• Ability to work in a fast-paced environment.

• Computer proficiency, including point-of-sale system and typing skills.

• Ability to work a salon schedule – nights and weekends required.

• Ability to interact in a positive, professional, and productive manner while fostering a team-based environment.

• A commitment to our company values of individuality, authenticity, diversity, and Daymaking.

EDUCATION/TRAINING/EXPERIENCE

• Education: High School diploma or equivalent

• 2-5 years in customer service, preferably at Juut or in the service industry.

PHYSICAL DEMANDS

While performing the duties of this job, the employee will be required to:

• Walk, sit, bend, and squat

• Talk and hear

• Grab, pull, or bend items

• Lift and/or carry up to 55 pounds

• View items at a close and distant range

• Stand for extended periods of time

• Use computers for extended periods of time