Guest Care Keyholder

POSITION OVERVIEW

The Guest Care Key Holder is a key leadership role responsible for delivering an exceptional Aveda guest experience while supporting the salon's daily operations and business performance.

Serving as a bridge between the Guest Care team and ownership, the Guest Care Key Holder leads by example, creates accountability, and ensures the salon consistently delivers the Aveda Guest Service Cycle and 5-Star Experience from check-in through check-out.

This position is ideal for an experienced salon or retail professional leader who is highly accountable, organized, confident in leading others, and motivated by achieving service, retail, and guest experience results.

The Guest Care Key Holder is trusted to support the salon in the owner's absence and is responsible for maintaining a guest-ready, team-ready, and business-ready environment throughout the day.

KEY RESPONSIBILITIES

Guest Experience

Deliver and model the complete Aveda 5-Star Guest Experience from check-in through check-out.
Create a warm, personalized, and elevated experience for every guest.
Welcome guests, confirm appointments, offer refreshments, and assist with a smooth transition to their service provider.
Ensure guests are introduced to relevant Aveda rituals, services, and product recommendations.
Support service providers in identifying guest needs, concerns, and opportunities to enhance the guest experience.
Ensure prescribed products are prepared and presented to the guest at checkout.
Encourage guest feedback/respond to Google reviews following the guest experience.
Ensure every guest leaves feeling welcomed, cared for, and confident in their next visit.
Floor Leadership & Accountability
Act as the key point of contact for the Guest Care team during assigned shifts.
Open and/or close the salon according to established operating procedures.
Maintain accountability for front desk execution, salon readiness, and guest flow.
Lead daily Guest Care priorities and communicate important updates to the team.
Help ensure the team consistently follows salon policies, procedures, and Aveda service standards.
Identify issues on the floor and take appropriate action or escalate to management when necessary.
Provide real-time coaching and feedback to Guest Care team members.
Lead by example in professionalism, communication, punctuality, and guest service.
Partner with ownership to address opportunities, challenges, and team accountability.

Business & Results

Support the salon in achieving service, retail, rebooking, and guest retention goals.
Actively promote Aveda products, services, gift cards, and salon promotions.
Support the team in identifying retail opportunities based on each guest's individual needs.
Encourage and track rebooking opportunities to support guest retention and future business.
Support monthly business-driving events and initiatives designed to attract new and existing guests.
Monitor daily results and communicate opportunities or concerns to ownership.
Help create a culture where the Guest Care team understands that their role directly impacts salon revenue and guest loyalty.

Appointment & Salon Operations

Maintain an organized and accurate appointment book and support on-time service flow.
Monitor the salon floor to ensure guests are seen promptly and service providers are supported.
Ensure the salon remains guest-ready at all times, including front desk, retail areas, treatment areas, and common spaces.
Maintain Aveda merchandising and product presentation standards.
Support inventory replenishment and communicate product needs to management.
Follow established cash-handling, opening, closing, and operational procedures.
Assist with resolving guest concerns professionally and escalate issues to ownership when appropriate.

Team Support

Support onboarding and training of new Guest Care team members.
Reinforce Aveda product knowledge, service standards, and Guest Experience expectations.
Assist with daily and weekly team huddles.
Recognize team members for exceptional guest service and business-driving behaviors.
Foster a positive, collaborative, and accountable team environment.
Serve as a resource for Guest Care team members while maintaining appropriate boundaries between the team members and ownership.

WHAT WE'RE LOOKING FOR

Highly accountable and takes ownership without needing constant direction.
Confident making decisions and taking initiative when management is not immediately available.
Experienced in a salon, spa, beauty, hospitality, or retail environment.
Comfortable working toward measurable business goals.
Naturally sales-minded and able to confidently recommend products and services based on guest needs.
A strong communicator who can coach and hold peers accountable in a respectful way.
Organized, detail-oriented, and able to effectively prioritize in a fast-paced environment.
Passionate about creating an elevated, personalized guest experience.
Professional, dependable, and comfortable serving as a role model for the team.
Aligned with the Aveda mission, values, and commitment to beauty, wellness, and responsible business practices.

MINIMUM QUALIFICATIONS

1–2+ years of experience in salon, spa, retail, hospitality, or another customer-facing service environment.
Previous leadership, key holder, supervisor, or team-lead experience preferred.
Demonstrated ability to drive or influence sales and business results.
Strong verbal and written communication skills.
Strong organizational and time-management skills.
Ability to confidently use POS (Salonbiz/DemandForce), Canva, Social media scheduling/posting, appointment-booking, Microsoft Outlook email, and basic computer systems.
Ability to work retail hours, including weekends, holidays, and special events as needed.
Ability to successfully complete required company and Aveda education.

EMPLOYEE BENEFITS

Complimentary hair services (only our cost for color or extensions).
Aveda and Nutrafol products available at our cost.
One week of paid vacation after completing one full year of employment.

THE GUEST CARE KEY HOLDER DIFFERENCE

This is not simply a front desk position.

The Guest Care Key Holder is a working leader who is accountable for what happens on the floor. They are expected to actively engage with guests, support the team, identify opportunities, drive business, and uphold salon standards.

They should be someone the team can look to and say:

“When the Key Holder is here, I know the salon is being taken care of.”

The goal of this role is to create a clear leadership path between Guest Care and ownership while developing someone who can influence the guest experience, team performance, and overall salon results.

Pay: $20.00 - $22.00 per hour

Benefits:

Employee discount
Paid time off

Work Location: In person