Guest Experience & Operations Manager

Hi! We are looking for a dynamic individual who has lengthy leadership experience to support our team and day-to-day operations. We’ve been in business for over 7 years and have a great reputation and a fantastic team.

This role is our top priority and has 3 key responsibilities:

Fully running the front desk
Customer acquisition and retention
Hiring and coaching to team KPIs

Are you a fit for this role?

You have 5 or more years of experience with management and developing people.
You can provide at least 2 references from former employers where your role was managing operations and leading people.
You can provide at least 3 references from people you’ve led in the last 2 years.
You have extensive knowledge and experience in customer acquisition and retention.
You thrive with following through, communicating, and figuring things out with little to no direction.
You’re innovative and creative but can execute and get others to buy into the task or project at hand.

What will you do in this role?

You will own 3 core areas:

1. Running the front desk

You will be in charge of guest communications in person and virtually. You will pre-book guest appointments while they’re in the salon, educate and sell retail, increase utilization, support our service providers, and train any new hires on the desk. You’ll increase our average spend on services and retail and lead our team to do the same.

What does success look like? You increase our Prebooking to 85% and our Guest Average Retail dollar to $23. When you hire a new member for the front desk, they can produce the same numbers as you within 3 months and they are a positive, productive addition to our culture.

2. Customer Acquisition and Retention

You’ll lead all strategic efforts to increase our utilization and retention. You’ll do the extensive research (if you’re not already knowledgeable on acquiring customers), come up with the action plan and execute to bring in more new guests each month and retain the guests we have. What does success look like? You increase our New Guest retention to 40% within 6 months and our utilization to 80%. You personally recruit 30+ new guests to the salon each month and retain 40% of them.

3. Hiring and coaching to team KPIs

You’ll be responsible for hiring front desk and service providers which involves speaking on stage at schools and intense follow through to nurture relationships with potential new hires. Outside of this, you will fully onboard front desk members and be a part of onboarding service providers. You’ll coach all team members on day-to-day operations to ensure they’re being done in excellence.

What success looks like: You’re able to recruit 2 or more excellent hires every quarter and help train and develop them in a way where trust is the cornerstone of the relationship. You’re so strong at leadership and relationship building our culture is the best it’s ever been and team members stay with us long-term because of the environment and standard you not only set but abide by yourself.

Who will you work with?

You will work closely with Josie the owner/founder of LaBara who leads our team and executes all training and onboarding.

About LaBara Salon

Established in 2019, our salon is nestled in the vibrant Andrews Square area of Buckhead. Our current team consists of 7 talented members, and we are planning for significant expansion throughout the next 24 months. As a luxury destination, we specialize in bespoke extensions, seamless color, and transformational cuts, all while maintaining a stellar reputation for meticulous detail and guest care. Beyond delivering beautiful results, we have cultivated a culture rooted in excellence. Every decision we make is aimed at providing an elevated guest journey while nurturing a team environment that is positive, accountable, and deeply supportive. We prioritize professionalism, clear communication, and continuous education in everything we do.

The individuals on our team truly thrive on serving guests, overcoming challenges, and collaborating effectively. We are committed to heavy investment in personal development because we know that consistent coaching is what turns great people into exceptional professionals.

Our growth is intentional, and we are seeking team members who desire more than just a job; we want people ready to build a lasting career with a company that champions initiative, leadership, and long-term advancement.

Requirements

Extensive knowledge and experience in customer acquisition and retention.
Provide at least 3 references from people you’ve led in the last 2 years.
Provide at least 2 references from former employers where your role was managing operations and leading people.
Thrive with following through, communicating, and figuring things out with little, to no direction.
Innovative and creative but can execute and get others to buy into the task or project at hand.
3 or more years of experience with management and developing people.
A likable, enthusiastic personality
Detail oriented
Impeccable customer service skills
Incredibly resourceful and proactive

Application Questions

~Provide Resume
~Please select YES to agree that you won't use Chat GPT or any use of AI to create your responses. We can immediately tell when this is done and all candidates will be disqualified that don't use their own minds to respond to the questions:)
~Paste your Instagram URL
~What education have you invested in over the last 2 years to grow your leadership and management skills?
~Do you have experience working in a salon? Share details
~Tell us about a time in the last year when a team member wasn't performing or behaving up to standard and you coached them through it so their performance, attitude, and actions turned around and stayed that way. Be as detailed as possible. What did you do? How long did it take? Did you need to circle back several times? How was the relationship impacted?
~Tell us about a time in the last year when you put together a new system or procedure (that the team had to execute) and how you were able to get everyone on board and excited. What was the system? How did you explain how to do it in excellence? How did you follow through afterward to ensure it was being done? How did the team receive it?
~What are your top 2 SOFT skill sets? Provide context. (Managing several things at once with impeccable follow-through. Seeing something not working, fixing it from A-Z, and getting others to follow suit. Looks for the gold in every situation and has strong enough influence to get others to see it as well)
~What are your top 2 HARD skill sets? Provide context. (You can sell anything once you've learned about it and believe in it, you can easily acquire new customers, you're extremely good with technology and can quickly learn new platforms)
~What is your current compensation? Please be specific.
~What is your desired compensation?
~Why are you a good fit for this role?

Pay: From $18.00 per hour

Experience:

Guest services: 3 years (Preferred)

Ability to Commute:

Atlanta, GA 30305 (Required)

Work Location: In person