Guest Services Coach

As a Guest Services Coach at Douglas J, your primary responsibilities include leading and motivating the front desk team, overseeing daily operations to ensure a seamless guest experience, recruiting and training staff, and providing regular coaching and performance feedback. You will also collaborate with other teams to enhance appointment booking and manage inventory to keep the retail areas well-stocked. It's about creating an atmosphere where both guests and staff feel supported and engaged.

To qualify for the Guest Services Coach position at Douglas J, you need a high school diploma or equivalent, with post-secondary education being a plus. A minimum of one year of leadership experience is required, particularly in motivating and building teams. Additionally, you should have at least one year of customer service experience, ideally in a retail environment, and possess a charismatic personality to create a welcoming environment for guests.

The Guest Services Coach plays a vital role in enhancing the guest experience at Douglas J by ensuring the front desk operates smoothly, facilitating an engaging and welcoming environment, and leading the team to exceed guest expectations. Your leadership will foster a culture where the staff is motivated to provide personalized service, making each guest's visit memorable and enjoyable, which is the essence of our mission.

The Guest Services Coach at Douglas J works a flexible schedule of 40+ hours per week, including days, evenings, and weekends. This flexibility allows you to engage with guests during peak hours and support your team in creating exceptional experiences while enjoying a healthy work-life balance.

Douglas J offers a comprehensive benefits package to its Guest Services Coach, which includes a competitive salary, a parking stipend, and discounts on a range of products and services. Additionally, you will find opportunities for professional development and career advancement, all within a supportive and collaborative community.

To motivate my team as a Guest Services Coach, I would implement regular team meetings to celebrate successes, provide constructive feedback, and encourage open communication. I would also focus on creating personal relationships with team members to understand their individual motivations and provide tailored support.

I once dealt with a guest who was unhappy with their service. I actively listened to their concerns, empathized with their feelings, and assured them that I would do everything in my power to resolve the issue. By providing a solution and following up with them afterward, I was able to turn their experience around and restore their confidence in our services.

As a Guest Services Coach, I would focus on gathering guest feedback and monitoring team performance metrics. I would analyze this data to identify trends and develop targeted training sessions for the team, which would focus on enhancing service delivery and ensuring that guests feel valued and heard.

I ensure team members are adequately trained by developing a comprehensive onboarding program and scheduling ongoing training sessions. I would also conduct regular performance reviews where we can set individual goals and identify areas for improvement, promoting a culture of continuous learning.

Customer service is crucial in a salon or spa as it directly affects guest satisfaction and retention. Exceptional service creates a memorable experience, builds trust, and encourages guests to return. It’s essential for the team to understand that their interactions can significantly impact the overall perception of our brand.

Managing inventory at the front desk involves keeping accurate records of product levels, ensuring timely reorders, and collaborating with suppliers. I would establish a regular inventory assessment schedule, train staff on how to report discrepancies, and optimize stock levels based on product demand.

To evaluate team performance, I would utilize both qualitative and quantitative metrics, including customer feedback, sales data, and individual performance goals. I would conduct regular one-on-one sessions with team members to discuss these metrics and gather their insights on areas for personal and team improvement.

During peak hours, I would ensure proper staffing by analyzing historical data to predict busy times and adjusting schedules accordingly. I would also maintain open communication with the team and implement a flexible scheduling system that allows for last-minute changes while ensuring adequate coverage.

Essential traits for a successful Guest Services Coach include strong leadership skills, excellent communication abilities, a customer-focused mindset, and being detail-oriented. A charismatic personality that can connect with staff and guests alike is also crucial to creating an engaging environment.

Maintaining a positive workplace culture involves fostering open communication, recognizing and celebrating team achievements, and creating an inclusive environment where everyone feels valued. By actively seeking feedback from team members and promoting a supportive atmosphere, I would help ensure that positivity thrives in the workplace.