Guest Services Team Lead

GUEST SERVICES TEAM LEAD JOB DESCRIPTION POSITION TITLE SUPERVISOR 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.

• 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.

• 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.

• 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:
  
  High School diploma or equivalent
• 2-5 years in customer service, preferably at Juut or in the service industry.

• 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