Guest Care Concierge

Do What You Love, Love What You Do

Our mission at Aveda is to care for the world we live in, from the products we make to the ways in which we give back to society. At Aveda, we strive to set an example for environmental leadership and responsibility, not just in the world of beauty, but around the world. ~ Horst Rechelbacher

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.

• 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.
  
  

The Position: We’re looking for a Guest Care Concierge

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
• 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/challenge
• 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 visionTravel Requirements:
  
  

Physical Demands And Work Environment

• The team member in this position will be expected to work remotely. A computer, printer, and phone will be provided to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions
• Ability to stand 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.
  
  

Perks And Benefits

• Medical/Dental/Vision/Life
• 401(k)/match
• PTO (paid time off)
• EAP (employee assistance program)
• Short-term disability
• Employee discount on products and services
• Growth Opportunities
  
  

Travel Requirements: Must be able to travel locally to events and for out-of-state training as necessary.

Equal Opportunity Employer: Nurtur Salon and Spa, LLC (including its affiliated organizations) is an Equal Opportunity Employer. All employees and applicants are covered by federal and state laws designed to safeguard employees and job applicants from discrimination on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information, military service, or other non-meritbased factors. Consistent with these obligations, Nurtur Salon and Spa also provides reasonable accommodations to employees and applicants with disabilities and for sincerely held religious beliefs, observances, and practices.

If you've ever thought about sharing your skills and experience with others, here's your opportunity. Apply today!