Guest Service Expert

3 weeks ago

Yuba City, United States Headlines Salon & Spa Full time

**Guest Service Expert**

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.

**Guest Care**:

- **Phone skills**: commitment to using our 4-Step Phone Script using branded scripts; unique phone greeting, assisting with action, offering additional services, informing guests of specials and promotions, scheduling appointments, confirmation calls, rescheduling, answering questions regarding services, pricing, level system, handling upset guests, all with professionalism and a smile in your voice.
- **Salon Tour/New Client Welcome**: following through with our planned script for our salon/spa tour, explaining welcome brochure introducing guest to our loyalty program, referral program, hours of operation and new client welcome vouchers.
- **4-Step Check In**:All guests are checked in following our 4-Step Check In; welcoming guests, explaining current specials and promotions, offering additional services & beverage and suggesting guests shop around until their provider is ready for them. Also ensuring guests have required paperwork filled out prior to their appointment.
- **4-Step Check Out**:All guests are checked out following our 4 Step Check Out; experience, close retail recommendations, rebook next service, offer gift card/packages and cash out for correct services/retail.
- Handling Upset Guest - following through with our specific scripts and procedures.

**Sales**:

- Upselling Services Specials and Promotions
- Rebooking
- Continued product training
- Retail
- Gift Cards
- 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 meetings
- 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 use step stool and balance.
- On a frequent basis, requires the ability to stoop, kneel, and crouch.

**Job Types**: Part-time, Full-time

Pay: $16,000.00 - $33,000_.00_ per year

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