Guest Experience & Sales Lead

Castle Hills•The Colony, TX

26d•Onsite

About The Position

You are the first face our guests see and the last voice they hear before they leave. You set the tone for every visit. This role is not about answering phones and checking people in — it’s about creating an experience that makes every guest feel like the most important person in the room. You’ll own the entire guest journey from the moment they walk through the door to the moment they rebook. You’ll drive revenue through membership sales, retail recommendations, and service upgrades — not through pressure, but through genuine connection and knowing what each guest needs. You’ll manage our Virtual Assistant to ensure lead follow-ups and outreach are happening on time. And you’ll keep a pulse on the salon’s numbers so we’re always growing. If you love people, love beauty, and get a rush from turning a first-time visitor into a loyal member — this is your role.

Requirements

Must Have
A genuine love for people — you light up when guests walk in and they feel it
Sales ability that feels like a conversation, not a pitch — you can sell memberships and retail without making anyone uncomfortable
Experience in a client-facing role: salon, spa, hospitality, retail, or similar — at least 2 years
Comfort with technology: Mindbody or similar booking/POS system, basic smartphone content capture
Strong organizational skills — you can manage a VA, track numbers, and keep the front running smoothly all at once
Professional appearance and energy that reflects a premium beauty brand
Reliable transportation to the salon in Castle Hills / The Colony area
Ability to work a flexible part-time schedule including some Saturdays

Nice To Haves

Nice to Have
Experience in the lash, brow, or beauty industry
Previous experience managing or coordinating with remote team members
Bilingual English/Spanish
A personal passion for beauty and aesthetics — you follow lash artists on Instagram and know what’s trending

Responsibilities

Guest Experience — Make Every Visit Memorable
Welcome every guest by name with genuine warmth — you remember their preferences, their last service, their kids’ names
Create a comfortable, premium atmosphere from the moment they walk in: offer a beverage, take their coat, make small talk that feels real, open doors, stand up
Check in with guests before their service to confirm details and after their service to make sure they’re thrilled with the results
Handle guest complaints or concerns immediately with empathy and ownership — resolve it on the spot, never let a guest leave unhappy
Ensure smooth transitions between check-in, service, and checkout so the guest never feels rushed or forgotten
Sales & Revenue Growth — Your Direct Impact on the Business
Sell memberships to new and returning guests by understanding their visit frequency and recommending the right plan — consultative, not pushy
Recommend retail products at checkout based on the guest’s service and needs — aftercare kits, serums, brow products
Present service upgrades and packages naturally during conversation: “You’d love how Hybrid lashes open up your eyes — want to try it next time?”
Prebook every guest’s next appointment before they leave — this is the single biggest driver of retention
Track your own membership, retail, and package sales weekly and own your numbers
Virtual Assistant Management — Keep the Engine Running
Assign daily and weekly tasks to the remote Virtual Assistant: lead follow-ups, lapsed member outreach, no-show rebooking, review requests
Review the VA’s follow-up log daily to ensure every lead and lapsed member is being contacted on time
Provide marketing and promo texts for VA to use
Give the VA feedback on messaging tone, response quality, and outreach results
Escalate high-value leads or sensitive client situations from the VA to yourself for personal follow-up
Business Tracking — Know the Numbers
Track daily revenue and compare against weekly and monthly targets
Monitor membership count: new sign-ups, renewals, cancellations, and freezes
Report weekly on retail sales, service upgrades, packages, prebook rates, and membership conversions
Identify trends and flag concerns early: “We’re down 8 members this month — here’s what I think we should do”
Keep the salon owner informed with a brief daily end-of-day summary: revenue, notable guest interactions, any issues
Content Capture — Feed the Social Machine
Capture quick photos and short video clips throughout the day — fresh lash sets, brow transformations, salon vibes, stylist spotlights
Collect guest testimonials and before/after consent for social media use
Use canva to design social media posts - quick photos, video clips, before/after shots from the salon floor and post 3 times per day
Ideate content themes and campaign ideas based on what you’re seeing on the floor: trending services, seasonal looks, guest stories