Client Experience Leader - Hawthorn - Tricoci Salon | Spa

At Tricoci Salon & Spa, we believe in the power of beauty, self-care, and a sense of belonging. We're a leading name in the beauty industry, offering an experiential space where our clients and team members can discover their best selves.

As a Client Experience Leader, you will be the first point of contact for our clients and play a crucial role in creating a warm, welcoming, and seamless experience from the moment they walk through our doors. You will also be responsible for leading the shifts as a key holder and supporting the Client Experience Specialist team, ensuring that our high standards of service are consistently met. Your exceptional interpersonal skills, attention to detail, and passion for delivering top-notch service ensure our clients feel cared for throughout their entire visit, and also inspires the team to excel in their roles.

Here are some highlights of what you will be doing in this role:

• Offer Personalized Care: Greet clients with warmth and professionalism, offer refreshments, guide them to specific service areas, and curate an overall experience aligned with their preferences and needs. Diffuse escalations and support the CESs throughout the shift.

• Encourage Future Visits: Schedule clients for their next appointment at checkout, ensuring they continue to enjoy the benefits of our services.

• Achieve Key Performance Indicator (KPI) Targets: Success will be gauged through the achievement of objectives including rebooking rates, retail conversion, gift cards, etc.

• Champion the Brand: Embrace and embody the values and culture of Tricoci Salon & Spa, becoming a living ambassador of our brand.

• Seek Valuable Feedback: Gather insights from departing clients on their experience, showing our commitment to continuous improvement.

• Uphold Brand Standards: Ensure waiting areas, reception areas, and other spaces are maintained according to company brand standards.

• Facilitate Seamless Communication: Maintain an open line of communication with fellow team members and management, accurately logging messages into our system and ensuring timely communication between team members.

• Share Your Expertise: Educate clients on our services, retail products, and promotions, assisting clients in their selections and elevating their experience.

• Resolve Inquiries and Concerns: Skillfully address questions, fulfill requests, and resolve concerns, demonstrating your expertise and dedication to the client experience.

• Execute Transactional Procedures: Handle cash and credit transactions accurately and efficiently, ensuring strict adherence to established credit card/cash management protocols.

• Lead Team Member Training: Conduct comprehensive training program for new and exisiting team members, ensuring they are equipped with the necessary skills and knowledge to perform their roles effectively.

• Team Scheduling: Create staff schedules (with GM approval) to ensure optimal coverage, accommodating peak times, and maintaining budgets hours.

Qualifications:

• Minimum 2 years’ experience in a customer-facing role, preferably in a spa/salon, hospitality, or retail environment. Reservation experience a plus!

• Strong shift leadership to effectively support the team and navigate the client journey.

• Train new and existing team members.

• Proficiency with team scheduling process and procedures.

• Provide mobile customer experience (via headset and tablet) with strong communication and organizational skills.

• Ability to anticipate the needs of our clients, consistently going above and beyond to exceed their expectations.

• Thrive in a fast-paced environment, maintaining composure and attention to detail even during peak hours.

• Strong communication and interpersonal skills with an emphasis on active listening.

• Proficient in using computer systems and point-of-sale software.

• Passion for the beauty and wellness industry, with a genuine desire to create exceptional experiences for clients.

• Professional appearance and demeanor, representing the Tricoci brand with pride.

• Ability to work a variety of schedules including evenings and/or weekends.