Guest Experience Expert
Location: Trophy Club & Flower Mound, TX
Schedule: 30–35 hours per week
Pay: $18+ per hour
Position Overview
The Guest Experience & Sales Lead is a key leadership role responsible for delivering exceptional guest experiences while driving salon growth through retail sales, rebooking, referrals, and promotional initiatives. This is not a traditional front desk position. We are looking for a highly motivated professional who thrives on creating memorable guest experiences, building relationships, achieving sales goals, and elevating every aspect of the salon experience.
Success in this role requires a balance of hospitality, leadership, and sales. The Guest Experience & Sales Lead is expected to educate every guest on current promotions, encourage rebooking and retail purchases, hold team members accountable to salon standards, and continually seek opportunities to elevate the guest experience and overall success of the salon.
The Guest Experience & Sales Lead serves as a leader within the salon and is responsible for holding team members accountable to salon standards, systems, scripts, and guest experience expectations. This role requires someone who takes initiative, remains productive throughout the day, and is constantly looking for opportunities to improve operations, support the team, and enhance the guest experience.
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Key Responsibilities
Leadership & Accountability
- Lead the Guest Experience Team through coaching, accountability, and consistent execution of salon systems.
- Hold team members accountable to salon standards, guest experience expectations, scripts, and daily responsibilities.
- Lead by example through professionalism, initiative, and a positive attitude.
- Provide ongoing coaching and feedback to ensure consistency in service standards and sales performance.
- Assist with onboarding and training new team members.
- Build and maintain positive relationships with team members while fostering a culture of excellence.
Sales & Business Growth
- Educate every guest on current promotions, retail recommendations, referral opportunities, and future booking options.
- Drive retail sales, rebooking percentages, referrals, and guest retention goals.
- Consistently meet and exceed salon sales expectations.
- Support promotional campaigns and ensure all team members actively promote salon initiatives.
- Monitor sales performance and identify opportunities for growth.
- Help create and maintain retail displays and merchandising that support sales goals.
- Stay informed on salon products, services, and promotions to confidently educate guests.
Guest Experience
- Deliver an exceptional guest experience from check-in through check-out.
- Create memorable guest interactions that build loyalty, referrals, and long-term relationships.
- Resolve guest concerns professionally and confidently while protecting the salon’s reputation.
- Ensure every guest feels welcomed, valued, and cared for.
- Oversee new guest experiences, salon tours, and welcome processes.
- Maintain the luxury salon experience and ensure every guest interaction reflects our brand standards.
Operations & Salon Standards
- Maintain a clean, organized, and guest-ready salon environment at all times.
- Manage inventory, merchandising, product displays, ordering, labeling, and restocking.
- Execute opening and closing procedures and serve as a keyholder when scheduled.
- Maintain salon presentation standards throughout the reception area, retail space, guest areas, and break room.
- Continuously look for ways to improve efficiency, guest satisfaction, and overall salon performance.
- Remain productive throughout the day by identifying opportunities to support the team and elevate the guest experience.
- Assist with special events, promotions, and salon initiatives as needed.
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Schedule & Location
- 30–35 hours per week
- Hybrid position between our Trophy Club and Flower Mound locations
- Must be available for opening and closing shifts as needed
- Saturday availability required
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Qualifications
- Previous salon experience preferred
- Previous sales and/or customer service experience required
- Excellent customer service and communication skills
- Proven ability to build relationships and create memorable guest experiences
- Comfortable discussing promotions, retail products, referrals, and future appointments with every guest
- Strong leadership skills with the ability to coach and hold team members accountable
- Self-motivated and proactive with a strong sense of ownership
- Organized, detail-oriented, and solutions-focused
- Someone who naturally stays busy and is always looking for ways to improve the salon experience
- Passion for hospitality, sales, and creating exceptional guest experiences
- Ability to work independently while contributing positively to a team environment
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Working Conditions
- Must be able to stand and walk for extended periods throughout the workday
- Ability to lift up to 50 pounds
- Frequent bending, reaching, kneeling, crouching, and occasional ladder use
- Comfortable working around salon products, chemicals, and fragrances
- Fast-paced environment requiring multitasking and continuous guest interaction
- Ability to move throughout the salon and support multiple areas as needed
- Must be comfortable using salon software, phones, and digital communication platforms
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Benefits
- Competitive pay with opportunities for performance-based incentives
- Continued education and professional development opportunities
- Employee discounts on products and services
- Opportunity for growth within a thriving salon company
- Positive team culture focused on excellence, hospitality, and personal development
Job Types: Full-time, Part-time
Pay: From $18.00 per hour
Expected hours: 30.0 – 35.0 per week
Benefits:
- Employee discount
- Flexible schedule
- Paid time off
Ability to Commute:
- Roanoke, TX 76262 (Required)
Ability to Relocate:
- Roanoke, TX 76262: Relocate before starting work (Required)
Work Location: In person
