The Guest Care Lead is responsible for supporting the Guest Care Director and Guest Care Manager in the day-to-day support of the Guest Care Team and operations of the salon and spa. This person instills the Standard of Excellence Steps of the Guest Experience (also known as Act I and III) throughout the day-to-day operation of the salon and spa. They ensure a seamless, luxury experience for each guest. The Guest Care Lead holder is guest, product sales, and celebration obsessed.
Key Responsibilities and Duties:
- Lead by example by following and supporting all of J.Con Salon and Spa's policies and procedures.
- Provide world class service & provide coverage at the front desk.
- Maintaining an image and appearance that aligns with J.Con Salon and Spa's standards as we are the first and last impression of our guests.
- Collaborate with Guest Care Director and Guest Care Manager to ensure the front desk team is focused and engaged with our daily retail sales goals.
- Responsible for opening and closing the building. Ensure that the salon is clean and secure upon departure.
- Responsible for filling out Open and Closing Checklists daily.
- Provide guidance to all Guest Care Advisors when dealing with challenging situations or dissatisfied guests.
- Responsible for coaching Guest Care Advisors to improvement through encouragement and positivity.
- Assist Guest Care Advisors with any challenges that may arise with returns or at the registers.
- Ensure tickets get printed and delivered to stations for any day of booking.
- Ensure Guest Care Advisors are adding the correct notes to client profiles as needed.
- Ensure Guest Care Advisors are using the proper procedure regarding under 24 hour cancellations or no shows.
- Ensure end of day registers balance and are 100% accurate.
- Responsible to make change daily for the register.
- Communicate to Guest Care Director and Guest Care Manager when change order is needed.
- Ensure Guest Care Advisors know how to process extension purchases and complete the required form.
- Ensure Guest Care Advisors understand and are booking according to Senior Floor Performance booking.
- Ensure Guest Care Advisor understands Rising Talent booking protocols.
Guest obsessed
Results driven
Strategic planning
Exude positivity and kindness
Ability to maintain confidentiality and exercise extreme discretion
Ability to handle and prioritize multiple tasks and meet all deadlines
Demonstrated effectiveness in written and verbal communication
Proficiency in Microsoft Office applications
Experience with creating a culture of engagement, collaboration, and teamwork