Description

Front Desk Guest Service Associate – Evenings & Weekends

Purpose

The Front Desk Guest Service Associate creates an exceptional guest experience by providing warm, professional service from the moment each guest contacts or enters the salon until their visit is complete. This role coordinates guest and stylist schedules, supports salon operations, promotes retail and service offerings, and ensures every interaction reflects our commitment to outstanding customer care.

Essential Responsibilities

Guest Experience

• Welcome every guest warmly, both in person and over the phone.
• Create a positive, friendly, and professional first and last impression.
• Anticipate guest needs and provide prompt, personalized service throughout their visit.
• Identify arriving guests and notify their service provider in a timely manner.

Appointment Scheduling

• Schedule, confirm, and adjust appointments accurately and efficiently.
• Coordinate guest and stylist schedules to maximize productivity and guest satisfaction.
• Communicate appointment details clearly and professionally.

Point of Sale & Guest Records

• Process all guest transactions accurately and efficiently.
• Maintain accurate guest records and appointment information in SpaBiz.
• Update service and retail tickets, adjust charges as needed, and collect payments according to company procedures.

Retail & Sales

• Promote salon services, Aveda retail products, and gift cards through genuine guest recommendations.
• Develop knowledge of Aveda products to confidently educate guests and support retail sales goals.
• Assist with merchandising, stocking, and maintaining attractive retail displays.

Operations

• Operate SpaBiz accurately and efficiently to support guest service and daily operations.
• Maintain a clean, organized, and welcoming front desk, retail area, and guest spaces.
• Ensure supplies and merchandise are stocked and presented according to company standards.

Communication & Teamwork

• Document and communicate guest concerns using Challenge Forms and notify management as appropriate.
• Collaborate with salon team members to ensure seamless guest experiences.
• Perform additional duties and projects as assigned to support salon operations.

Qualifications

• Excellent customer service and communication skills.
• Professional, positive, and friendly attitude.
• Strong organizational and multitasking abilities.
• Basic computer skills with the ability to learn SpaBiz software.
• Ability to work efficiently in a fast-paced environment.
• Willingness to learn Aveda products and recommend services and retail items confidently.
• Availability to work evenings, weekends, and holidays as scheduled.

Requirements

Job Requirements & Qualifications

Education & Experience

• High school diploma or equivalent required.
• Previous customer service, hospitality, retail, or salon/spa experience preferred.
• Previous cash handling and point-of-sale experience is an asset.

Knowledge, Skills & Abilities

• Exceptional customer service and interpersonal skills.
• Professional appearance and positive attitude.
• Excellent verbal communication and telephone etiquette.
• Strong organizational and time management skills with the ability to multitask.
• Ability to remain calm and courteous in a fast-paced environment.
• Basic computer proficiency and the ability to learn SpaBiz software.
• Ability to recommend salon services, Aveda products, and gift cards confidently.
• Strong attention to detail and accuracy in scheduling, guest records, and financial transactions.
• Dependable, punctual, and able to work independently as well as part of a team.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift and carry up to 25 pounds.
• Ability to bend, reach, stoop, and perform light cleaning and stocking duties.
• Ability to use a computer, telephone, and point-of-sale equipment for extended periods.

Work Schedule

• Availability to work evenings, weekends, holidays, and other shifts as needed.
• Flexibility to assist with additional hours during peak business periods.
• Reliable transportation and consistent attendance are required.

Core Competencies

• Guest-focused service
• Communication
• Teamwork and collaboration
• Professionalism
• Adaptability
• Sales and product knowledge
• Problem-solving
• Attention to detail
• Accountability
• Initiative