Guest Experience & Sales Lead
2 days ago
The Colony
Job DescriptionBenefits: • Bonus based on performance, • Competitive salary, • Flexible schedule, • Opportunity for advancement, • Training & development About the Role You are the first face our guests see and the last voice they hear before they leave. You set the tone for every visit. This role is not about answering phones and checking people in its about creating an experience that makes every guest feel like the most important person in the room. Youll own the entire guest journey from the moment they walk through the door to the moment they rebook. Youll drive revenue through membership sales, retail recommendations, and service upgrades not through pressure, but through genuine connection and knowing what each guest needs. Youll manage our Virtual Assistant to ensure lead follow-ups and outreach are happening on time. And youll keep a pulse on the salons numbers so were always growing. If you love people, love beauty, and get a rush from turning a first-time visitor into a loyal member this is your role. Position Snapshot Location | In-salon The Lash Lounge, Castle Hills, The Colony, TX Schedule | Part-time, approximately 2030 hours/week including some Saturdays Compensation | Hourly + commission on membership and retail sales Reports To | Salon Owner Manages | Virtual Assistant (remote) lead follow-ups, outreach tasks, social media posting Systems | Mindbody (booking & POS), Instagram/Facebook, Google Business What Youll Do Guest Experience Make Every Visit Memorable • Welcome every guest by name with genuine warmth you remember their preferences, their last service, their kids names, • Create a comfortable, premium atmosphere from the moment they walk in: offer a beverage, take their coat, make small talk that feels real, open doors, stand up, • Check in with guests before their service to confirm details and after their service to make sure theyre thrilled with the results, • Handle guest complaints or concerns immediately with empathy and ownership resolve it on the spot, never let a guest leave unhappy, • Ensure smooth transitions between check-in, service, and checkout so the guest never feels rushed or forgottenSales & Revenue Growth Your Direct Impact on the Business, • Sell memberships to new and returning guests by understanding their visit frequency and recommending the right plan consultative, not pushy, • Recommend retail products at checkout based on the guests service and needs aftercare kits, serums, brow products, • Present service upgrades and packages naturally during conversation: Youd love how Hybrid lashes open up your eyes want to try it next time?, • Prebook every guests next appointment before they leave this is the single biggest driver of retention, • Track your own membership, retail, and package sales weekly and own your numbersVirtual Assistant Management Keep the Engine Running, • Assign daily and weekly tasks to the remote Virtual Assistant: lead follow-ups, lapsed member outreach, no-show rebooking, review requests, • Review the VAs follow-up log daily to ensure every lead and lapsed member is being contacted on time, • Provide marketing and promo texts for VA to use, • Give the VA feedback on messaging tone, response quality, and outreach results, • Escalate high-value leads or sensitive client situations from the VA to yourself for personal follow-upBusiness Tracking Know the Numbers, • Track daily revenue and compare against weekly and monthly targets, • Monitor membership count: new sign-ups, renewals, cancellations, and freezes, • Report weekly on retail sales, service upgrades, packages, prebook rates, and membership conversions, • Identify trends and flag concerns early: Were down 8 members this month heres what I think we should do, • Keep the salon owner informed with a brief daily end-of-day summary: revenue, notable guest interactions, any issuesContent Capture Feed the Social Machine, • Capture quick photos and short video clips throughout the day fresh lash sets, brow transformations, salon vibes, stylist spotlights, • Collect guest testimonials and before/after consent for social media use, • Use canva to design social media posts - quick photos, video clips, before/after shots from the salon floor and post 3 times per day, • A genuine love for people you light up when guests walk in and they feel it, • Sales ability that feels like a conversation, not a pitch you can sell memberships and retail without making anyone uncomfortable, • Experience in a client-facing role: salon, spa, hospitality, retail, or similar at least 2 years, • Comfort with technology: Mindbody or similar booking/POS system, basic smartphone content capture, • Strong organizational skills you can manage a VA, track numbers, and keep the front running smoothly all at once, • Professional appearance and energy that reflects a premium beauty brand, • Reliable transportation to the salon in Castle Hills / The Colony area, • Ability to work a flexible part-time schedule including some SaturdaysNice to Have, • Experience in the lash, brow, or beauty industry, • Previous experience managing or coordinating with remote team members, • Bilingual English/Spanish, • A personal passion for beauty and aesthetics you follow lash artists on Instagram and know whats trending