Guest Service Specialist

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Job description

POSITION TITLE: Guest Service Specialist

SUPERVISOR: Assistant Manager

THIS POSITION IS LOCATED IN: PALO ALTO, CALIFORNIA

At Juut Salonspa we believe in the power of Daymaking! As the collection of original Aveda salons employing some of the most highly regarded industry professionals, we have a 35-year history of impacting people, society, and the world at large. We use our vision and talent to generate confidence, invigorate clients, and make the world a happier place.

At Juut Salonspa, you are supported by a team of professionals located in our home office including marketing, education, human resources, and operations to assist in your career growth. We celebrate individuality and care about your livelihood as an artist. JUUT Salonspa is an inclusive environment

Guest Service Job Summary:

The primary responsibility of this position is to provide an elevated customer experience to all JUUT guests. The Guest Service Specialist will also perform front desk duties in accordance with JUUT's performance and service standards.

As a guest service specialist you will start out In-Training, and as key tasks and responsibilities are learned and mastered you will move through Studio, Senior, and Master levels. Key accountabilities of this exemplary customer service position will include those tasks listed below combined with ensuring positive, uplifting experiences for all customers, being a resource to guests, artists, and therapists, and upholding Juut's Daymaker philosophy.

• Greet guests upon arrival with the appropriate welcome utilized for new or returning guests.

• Check-in guests, give salon tour to all new Juut guests and offer add on appointments available following guest's scheduled appointment.

• Escort guest to waiting area, hang up coat if necessary, and offer beverage to all guests and Daymaker book to new guests.

• Perform confirmation calls to guests and offer add-on service during call.

• Check out guests by ringing service ticket, closing out sale of retail products and/or suggesting fitting products, pre-booking next guest appointment, and performing proper goodbye.

• Answer incoming guest calls, book appointments with proper artist or therapist through matchmaking, capture guest data completely and accurately, offer add on appointments and up sell booked appointment.

• Make follow up calls to new guests within 24 hours of their visit to Juut.

• Stock retail shelves as necessary when product is low, or retail product order is delivered.

• Clean retail shelves on regular basis.

• Responsible for all product knowledge, continuous product education, ability to answer product questions as a resource for the guest.

• Monitor and refill beverage station items, keep area clean and stocked.

• Organize magazines throughout salon to be in order and easily accessible to guests.

• Clean bathrooms and restock supplies and containers.

• Salon cleaning as determined by management.

• Knowledge of artists at salon location to include services provided, specialties, level etc.

• Ability to reschedule appointments, when necessary, block artist time in computer system, distribute gratuities.

• Handle cash to include bank deposits.

• Ability to work during opening and closing hours.

• Attend all training, education, and meetings/huddles as required.

• Assist with possible other duties as assigned.

• Must always remain professional in demeanor, communication, and dress (including following proper dress code with professional looking hair and makeup).

Note: Job Descriptions are not exhaustive lists of all skills, responsibilities, or efforts associated with a position. They reflect principal job elements essential for performing the job and evaluating performance. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Juut Salonspa offers a variety of benefits for you & your family!

• Paid Time Off

• Health insurance

• Dental insurance

• Vision insurance

• 401k + % match

• On-going education

• Employee assistance program

• Health savings account

• Flexible spending account

• Life insurance

• Employee discount

Education/Training/Experience:

• Education: High School Diploma or equivalent.

• Some exposure to salon, cosmetics, hospitality, or retail business preferred.

• Customer Service experience preferred but not required

• Training provided

• Career growth opportunities available

Physical Requirements:

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 10 lbs.

• View items at a close or distant range

• Stand for extended periods of time

Working Conditions:

• Retail salon environment

This document does not create an employment contract, implied or otherwise, other than as "at will" relationship.

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