The Estée Lauder Companies Inc.
Aveda Salon & Spa Guest Experience Manager - Covent Garden, London 40 Hours
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Description
Qualifications
Role Summary
The Guest Experience Manager leads the Front of House team, ensuring a premium guest journey from arrival to departure. This role is responsible for operational oversight, retail performance, and maintaining the highest standards of brand presentation and professionalism. Working closely with the Salon Manager and service providers, the Guest Experience Manager maximises guest satisfaction, retail results, and operational efficiency.
Key Responsibilities
Guest Experience Management
Oversee all Front of House activities to ensure a seamless and welcoming guest experience. Monitor guest feedback and behaviours to identify opportunities for service improvement. Handle guest concerns or escalations promptly, using service recovery techniques where necessary. Ensure all touchpoints reflect the brand’s standards of professionalism and excellence.
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Retail Operations & Commercial Performance
Manage the retail operation, balancing service provider-led and Front of House-driven sales. Provide coaching and guidance to the Front of House team to optimise retail performance. Maintain inventory, forecast demand, and ensure accurate stock levels and presentation. Support the implementation of merchandising strategies, product launches, and seasonal campaigns.
Operational Management
Oversee scheduling, rotas and appointment flow. Implement and refine operational procedures to improve efficiency and reduce errors. Identify potential operational risks and ensure proactive solutions are applied. Maintain a smooth and organised environment that supports the entire salon team.
Team Leadership & Development
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Coach, mentor, and support Front of House staff to deliver exceptional service and retail performance. Conduct regular performance check-ins and support long-term development planning. Promote a professional, accountable, and collaborative team culture.
Adaptability & Problem-Solving
Respond effectively to operational challenges, guest needs, and unexpected issues. Maintain composure under pressure and model solution-oriented behaviour for the team. Ensure operational and commercial goals are met while protecting the guest experience.
Key Attributes
Strong leadership and coaching skills Highly organised with excellent operational and administrative abilities Commercially aware with a focus on retail and service integration Exceptional communicator with ability to manage diverse guest and team needs
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