Guest Relations Manager

The Guest Relations manager oversees a team of 4 to 6 individuals to ensure the team is the best representation of the Aveda brand and of Level Salon. The individual in this role is responsible for ensuring that the entire team consistently performs the four (4) main responsibilities of the Guest Relations team, to prescribed processes and standards, with the goal of achieving specific service and performance metrics.

The 4 main responsibilities of the Guest Relations team at Level SalonSpa are:

  1. Manage inbound and outbound phone, email and text communications with salon guests
  2. Educate shoppers in the retail area about the salon and the benefits of Aveda
  3. Manage salon guest flow to ensure all guests enjoy a satisfying and welcoming experience
  4. Collect payment for products and services rendered

Additional responsibilities for this role include:

  • Create schedules and manage requests for time off
  • Organize and maintain retail area to align with Aveda seasons
  • Engage customers and actively work with them in both the retail and services areas of the salon
  • Proactively identify, respond to and resolve customer issues in a quick and efficient manner
  • Update and maintain social media sites with salon events and other topics of interests to the public
  • Provide support for promotional events targeted at achieving key performance metrics
  • Maximize team and individual performance through consistent coaching and feedback
  • Personally perform the 4 main responsibilities of the Guest Relations team as needed
  • Recruit, hire and train new Guest Relations team members when needed
  • Ensure accuracy of all POS procedures and conducts training of POS System as needed
  • Work with Stylists and Colorists as needed to help them achieve their professional, in-salon goals
  • Provide various reports to salon management on certain activities and on key performance metrics

QUALIFICATIONS A candidate for this position must possess these four personality traits;

  • Organized for consistent follow-through on processes,
  • Positive attitude that is infectious,
  • Attention to detail that leads to consistency in excellent service and
  • Personal accountability so as to not blame others when things don’t go right.

Additionally, the ideal candidate would meet the following requirements relating to knowledge, experience, skills and/or ability:

  • 1+ Year(s) of luxury retail management experience
  • 2+ Years of experience in the salon industry, preferably within the Aveda network
  • Outstanding desire to provide excellent customer service
  • Great communication skills including speaking clearly, succinctly, and accurately while using a pleasant tone
  • Ability to manage time and competing priorities in a fast-paced retail environment
  • Intermediate computer skills with knowledge of Microsoft Office and social media sites
  • Ability to work nights and weekends
  • Results driven to achieve key performance metrics


  • Base hourly salary is commensurate with experience Monthly bonuses for key performance metrics
  • Perks such as complimentary hair services and discounts on Aveda products
  • Paid vacation
  • Major medical insurance

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