Guest Care Concierge

Do you want to make a difference in one of the fastest growing industries – the beauty industry? At Aveda Institutes we have a passion for people, beauty, wellness, fashion, art, and the environment! DO WHAT YOU LOVE, LOVE WHAT YOU DO! Aveda Institute Des Moines is a Cosmetology and Esthetics school and is known for the Aveda Experience we offer for our students, guests, and team members alike.
Our culture consists of having Fun, being a Servant Leader, Team work, Accountability, and creating an environment that is Student and Guest focused.
We believe in treating ourselves, each other, and the planet with care and respect.
Who We Are: Do What You Love – Love What You Do.
Founded in 2004, Nurtur Aveda Institutes owns and operates 6 Aveda Institutes throughout the country.
We are a community of professionals dedicated to environmental responsibility and developing future leaders in the world of beauty and wellness.
What makes our Culture so Great? We have an amazing mission that drives everything we do Sharing the sourcing stories with guests and students connects them to our brand and our products We hold each other accountable to be the best version of ourselves each day We are family and take care of one another Having fun is a MUST We are socially responsible respecting ourselves, the planet and our community Position Purpose: The purpose of this position is to maintain a high level of service by working with the Student Salon + Spa Manager, Guest Care Team Lead as well as guest service and guest care teams to provide a quality experience to guests who visit the Institute for services, purchase product, tours, etc.
Responsibilities: The team member in this position must exhibit certain characteristics and perform specific duties during their daily or weekly routine.
Continually be focused on hospitality, guest care and service excellence.
This includes but is not limited to: Each guest is to be verbally greeted in a kind and welcoming manner Offer each service guest a beverage.
Treat guests as if it is their first visit to the Institute Perform Sensory Journeys, Stress Relief Ritual, Finishing Touch, Blue Oil Handshake, etc.
as needed Partner with Institute team members to understand details of services (i.
e.
products used, length of service, etc.
) and how to properly schedule appointments accurately to ensure a quality experience for guests Communicate and consistently enforce Institute policies to guests; i.
e.
Skin Patch Test, Children under 12 years of age, and Cancellation policies, etc.
Implement effective selling strategies to up-sell services and notify guests of specials Ensure the guest’s traveler is given to the appropriate point person During times when traffic is slow, provide support to other team members to ensure guest satisfaction is met during their service experience.
This includes, but is not limited to: Pre-booking appointments for guests Consistently obtain all guest information when booking appointments; i.
e.
correct spelling of name, phone number, email address, birth date (month/day), etc.
Benchmark: 60% pre-booking average; 60% guest retention percentage Pro-actively review the service book to identify opportunities to up-sell services Keep team members, guests and students informed updated service times and appointment availability Partner with Salon Spa Manger to ensure guest challenges are addressed in an effective and timely manner Ensure white board reflects open appointments for the day Ensure travelers are printed for the next day of services in the event the system is not functioning Actively participate in training programs for selling skills, product knowledge and customer service Partner with Operations Manager and Assistant Operations Manager to set personal objectives and goals; this includes, but is not limited to: Communicate daily and quarterly specials to guests in order to ensure Institute schedules are 80% booked; the benchmark is for student to have an average of 12 services per week Perform additional duties as assigned and/or required General Operations Assist with special event programs Actively participate in Institute events (ex.
Beauty for the Earth, Earth Jam, Experience Night, Career Fairs, Quarterly Celebrations, etc.
) Encourage participation from team members, guests and students in all Institute events Serve as a role model to students Present and reinforce a professional appearance and maintain Company’s appearance and dress code standard at all times Communicate inventory shortage challenges and incidents to the Student Salon + Spa Manager and Guest Care Team Lead Assist in accurate physical inventory count as required Ensure that all waste materials are recycled in a proper fashion as dictated by local laws and Company guidelines Interface effectively and collaborate with peers and management to successfully meet shifting needs Create a sense of urgency; motivate self and team to accomplish objectives Help maintain a cohesive, cooperative work environment through team building and motivation Actively participant in Institute incentive programs on a regular basis Notify Student Salon + Spa Manager when computer, phone, security system and server challenges arise Support the Institute’s leadership team in the execution of special events for the promotion of new launches Work closely with the Institute’s leadership team to support educational objectives and mission Maintain a high level of professionalism with students, team members and guests Maintain all safety and security standards and identify and communicate potential problem issues/challenges Perform other duties as assigned and/or required Minimum Requirements: The team member in this position must exhibit certain educational and experiential requirements, including: High school diploma or GED equivalent, Bachelor’s degree a plus Minimum of 2 years’ continuous retail or customer service experience in a salon or spa required Exhibit leadership, time management, organization, self-direction, initiative, resourcefulness, and follow-through with the ability to work at a fast pace and handle multiple tasks and projects at the same time Excellent interpersonal, communication, and presentation skills Demonstrate extreme professionalism and confidentiality in manner, dress, and conduct Demonstrate aptitude to train new team members Ability to set and achieve goals, implement decisions, and work under strict deadlines Ability to work a flexible schedule, including evenings and weekends as needed Strong commitment to customer service excellence and to the Company’s mission and vision Travel Requirements: The team member in this position must be able to travel locally to events and for out-of-state training as necessary.
Physical Demands and Work Environment: The team member in this position will be expected to work in an office environment in order to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Walk, stand up, and/or sit for up to eight (8) hours per day Use hands to handle objects and reach with hands and arms Walk, sit, stand, balance, stoop, speak, and hear See a computer screen and read paper and electronic documents Occasionally lift and/or move objects up to 30 pounds Tolerate a minimal to moderate noise level typical of a corporate office setting Perks and Benefits: Health Insurance 401k Matching Dental/Vision/Life PTO Employee Discount Professional Development Budget Growth Opportunities Equal Opportunity Employer: All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital or family status, sexual orientation, or gender identity.
If this is the Culture you believe in, then this is the place for you!! Apply Today!