Salon Associate

**Salon Associate | WeWork x L’Oréal Flex Salon**

Our Salon Community Team is an integral part of our business with the mission to enable our members to create their life’s work.

As a Salon Associate, you are integral to achieving excellent member experience at your location. You will report to your building each day and will be responsible for ensuring we meet our members’ needs and maintain our WeWork global hospitality and operational standards. You will ensure we deliver on our targets for an un-compromised member experience through facilitating business opportunities and creating a welcoming environment for members and their guests. In association with your Community Manager you will be a point of escalation and decision-maker for the building.

**In this role, you’ll**:
**Member Engagement & Retention**:

- Endeavor to build relationships with members throughout the salon and understand their business needs, checking in on all members regularly to understand their ongoing experience.
- Anticipate member and guest needs before they arise using relevant information collected about members to enhance and personalize their experience.
- Follow up in person with all members who have submitted negative feedback about our space, poorly rated a support ticket, or submitted a negative survey response.
- Follow the model for issue resolution, utilizing the severity scale to determine the next steps. Ensure the proposed solution fully meets the member’s needs with input from the Community Manager.
- Review all responses within our member feedback platform to understand areas of improvement and implement proactive changes, keeping member experience top of mind.
- Manage the resolution of questions, issues and/or requests that feed through the member ticket support platform with support from cross-functional teams.

**Front Desk Management**:

- Cover the front desk during the building’s set business hours and be an on-site point of contact.
- Greet members and guests with a warm and welcoming demeanor.
- Ensure all visiting guests are in accordance with WeWork’s guest policy by ensuring all guests properly sign-in via Welkio iPad.
- Learn the names of members and guests with the goal of building relationships in order to facilitate the sense of Community WeWork is known for.
- Anticipate member and guest needs before they arise using relevant information collected about members to enhance and personalize their experience.
- Keep the front desk clean and organized.
- Answer any questions from members and guests related to the building including way-finding, policies and procedures, community etiquette, etc.

**Member Onboarding**
- Complete the New Member Orientation process for all new members within the building.
- Curate new member on-boarding materials such as welcome member notes/gifts, FAQ guides, etc to provide on the first day.

**Building Operations and Management**:

- Conduct morning walkthroughs to address any issues, escalating any recurring issues to your manager and/or relevant cross-functional teams.
- Manage the energy in the building ensuring music levels and activations are appropriate to the day, environment and occasion.
- In assistance with the Community Manager, manage urgent requests/issues when required
- Effectively manage building stock and inventory including processing purchases made by members, including but not limited to store rooms and stock merchandising.
- Receive, process, sort, and organize all mail and deliveries in line with WeWork policies and procedures around mail and package.
- Facilitate POS operations between the member company, members and guests

**Events**:

- Where available, provide assistance with onsite events and activations
- Provide feedback on programming types (based on member makeup) and evaluate events based on attendance, satisfaction, and impact
- Ensure building-specific operational requirements are met for each event (elevators, HVAC, etc).

**Safety and Security**:

- Build a professional relationship with, and understand the role of building management - and how/when to include them in building communications
- Review and understand relevant content/procedures relating to WeWork Emergency Action Plans.
- Create incident reports as necessary, respond appropriately and escalate any medical emergency (injury or illness)
- Respond to instructions from Leadership regarding emergency situations, security alerts or updated safety/security processes (e.g. COVID).

**About You**

**We’d love to hear from you if you meet the qualifications below**:

- 1+ years experience in hairdressing, customer facing, retail or similar.
- Prior experience in Salon/Hairdressing operations preferred but not required
- Proficient local language and understanding of local culture required.
- Excellent interpersonal and networking skills.
- Exceptional customer service qualities
- Strong verbal and written communication skills.
- Strong organization skills wit