Guest Care Liaison

2 days ago

Kelowna, Canada FORD Salon Full time

**Job Function**
- The Guest Care Relations Liaison _is the first person to provide the beginning of a perfect, consistent experience to our guests when they interact with the Salon on the telephone and in salon. They are also the support the Service Providers rely on for empathic support, encouragement and firm follow through. Collaboration with the Salon Owner on a scheduled weekly basis will ensure consistency in company vision and operations.

**Job Purpose**

To exceed our Guest’s expectations through extraordinary Customer Service, recommend products and services to enhance the Guest _experience_, and _support _the Service Providers to achieve maximum booking efficiency and sales potential. The Guest Care Relations Liaison will also support the Salon Owner/s in ensuring that all operational needs are _consistently _maintained and met on a timely basis. **Accuracy, multi tasking and reliability are key to success in this position. Must demonstrate excellent conflict resolution, mediation skills and OUTSTANDING verbal and written communication.**

**Nature of Work**

Commit to the FORD Salon Values, including **Beauty, Passion, Team Work, Excellence, Community and Sustainability**
- Possess a working knowledge and active interest in the hair and beauty industry
- Strong understanding of technology and proficient in Microsoft Office, and Apple environments.
- Protect the Public’s Health, Safety and Welfare by handling the Responsibilities of the Administrator.
- Demonstrate exceptional leadership skills with empathy and be ‘firm and fair’ with the Team when upholding company policies.
- Track and monitor attainment toward Business Goals as determined by the Salon Owner/s.
- Maintain consistency in handling of cash, responsible for cash outs and deposits.
- Participate in _on-going_ Education to _continuously_ improve knowledge, skills and abilities to make recommendations to salon Guests.
- Present an appropriate FORD Salon IMAGE at all times.
- Provide Product Recommendations and Service Recommendations.

**Job Requirements**
- Must have the capability of balancing daily cash and credit sales
- Fundamental marketing skills
- Knowledgeable with Facebook, Instagram and TikTok
- Comfortable on the computer (ie. Microsoft Word, Excel and Outlook)
- Excellent communication skills
- verbal, written and interpersonal skills
- Organization skills and attention to detail
- Treat all Guest’s and other team members with respect
- Attend salon meetings
- Attend any required classes to forward your position
- The ability to multi-task
- Obsessvively organized

**Responsibilities**:
Financial Duties
- Reconcile daily cash-out POS totals and correct any differences.
- Inventory values (retail and professional) up to date and saved to Dropbox at the end of every month.
- Record & balance petty cash account (must agree with receipts - scanned to Dropbox) MEEVO and scanned out when sold or used.
- Prepare bank deposits
- Make bank deposits weekly
- Run all credit card transactions

**Operational Duties**
- Anticipates & finds solutions to operational needs of the business
- Ensures appropriate schedule coverage
- Tends to the salon in case of an emergency (alarm etc)
- Distributes monthly coaching documents to team prior to the monthly PDMs
- Schedule monthly team meeetings and PDM’s ensuring all team members know of start times etc.
- Completes meeting preparation when needed.
- Prepare bi-weekly payroll runs and verify Employee’s hours worked
- Submit sundry orders to suppliers

**Retail Operations**
- Completes bi-weekly inventory of all retail brands (one brand per week)
- Creates and executes monthly retail displays
- E-mail order into the Distributor after completing inventory
- Ensure that retail products are stocked and faced daily
- Orders retail products in conjunction with outlined budgets and submit to suppliers.
- Ensure all invoices received are input, highlighted (R or P), scanned to Dropbox and filed

**Guest Experience**
- Support & coach using all Front Desk touch points
- Audit Guest Files with all complete contact information, reservation specifics and referral sources.
- Coaches Front Desk team to ensure guest satisfaction is first and foremost.
- Resolves guest challenges in accordance to company policies.
- Oversees and responds to all online reviews to maintain positive feedback is showcased.
- Creates service opportunities using add on services and promotions
- Complete follow up calls on all new guests and guests of new Service Providers (48 hrs)
- Learn the MEEVO computer booking system
- Coach team to consistently use with each guest the Pre-booking system

**Team Support**
- Ensure that all Team Members are meeting service standards
- Communicate, coach and mentor Team Members on a daily basis and collaborate with management on business development stratgeies.
- Schedule and post any upcoming Training Events
- Record any absences/early leaves/tardiness in Team Attendance record

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