Full-Time Spa Receptionist/Floor Leader - Robson Street

Spa Receptionist/Floor Leader Job Description

In this hybrid Spa Receptionist/Floor Leader role you bring Lush’s Leadership Practices into all elements of your business interactions with customers, fellow staff, and operations: Be Real, Be Curious, Lead Fearlessly, Adapt and Evolve, Grow Talent, and Live with Purpose. You are an expert in product and brand knowledge and provide exceptional customer experiences, both on the shop floor and throughout our Spa. 

As part of the Spa team, you provide an excellent client experience by ensuring each client experiences best in class customer service when booking or arriving for their spa treatment. This requires a strong commitment to strong product and brand knowledge, positive team relationships, and participation in overall shop and spa operational excellence.

As a Floor Leader, you'll play a vital role in supporting the Store Management Team across all areas of the business. This includes everything from driving sales and opening/closing the store to analyzing sales results and leading training sessions. Together with your fellow leaders, you'll work to ensure that every aspect of the store is firing on all cylinders, creating an exceptional customer experience, a happy and motivated staff, and operational excellence that would make even the most detail-oriented among us proud.

Your day-to-day will be spent on the shop floor, where you'll lead and inspire a team of sales associates to achieve and surpass their goals. By fostering a culture of passion and positivity, you'll help create a work environment that's both productive and fun, resulting in happy customers and happy employees. The Floor Leader role is all about making the world a better place one soap at a time!

Lush values people that can adapt and evolve to the needs of our business, analyze and interpret opportunities and translate strategy into behaviors which drive sales and improve profit. 

Responsibilities: 

Customer Experience & Sales: 

• Consistently deliver a world-class customer experience to every customer who walks through our doors. Connect with customers and identify their needs by  listening attentively and asking open-ended questions. 
• Collaborate with your team on plans to exceed daily sales goals and ensure a unique customer experience that makes every client feel welcome, meets their needs and makes their day. 
• Manage spa bookings, ensuring accurate scheduling and efficient customer flow.
• Answer Spa phone or emails to assist clients with booking and managing new appointments. Cultivate strong relationships with customers, encouraging repeat bookings and fostering loyalty
• Run all Book-a-Bath treatments while also ensuring treatment room stock levels and cleanliness are kept to the highest standards
• Support special events bookings including PR activations, influencer bookings etc. 
• Regularly monitor and respond to online reviews i.e. Trip Advisor, Google reviews.
• Utilize StoreForce dashboard results and seek feedback to exceed sales goals. Own results and actively work to grow your contribution to the store’s overall sales. 

 Team Involvement: 

• Utilize Lush resources to develop effective sales techniques and product knowledge to improve your performance, support the growth of your team, and increase sales. Take ownership of your development, assess your performance, and actively seek feedback, resources, and opportunities to improve and elevate your skills, knowledge, and abilities. 
• Encourage open communication and actively listen to team members’ perspectives related to diversity, equity, inclusion, and belonging (DEIB). Foster a sense of belonging by promoting teamwork, encouraging collaboration, and recognizing and valuing each employee's unique contributions.

Operational Excellence: 

• Manage Spa waitlist and ensure spa usage optimization targets are achieved. 
• Utilize spa booking system (Zenoti) to effectively manage spa therapist schedules
• Replenish and clean all customer facing Spa areas between treatments. Support with treatment room linen replenishment & Spa cabinet cleanliness
• Support Spa therapists and Store Manager in Spa closet inventory ordering, Party supplies, PR event orders and product/supply freshness checks
• Keep the Spa compliant and ensure you are practicing company standards on the shop floor and in the Spa along with ensuring product integrity, respectful workplace, and health and safety. 
• Manage cash handling, including customer transactions, opening/closing the register, reconciling cash drawers, preparing nightly deposits, and securing the store at the end of each day. As required at your store location, take deposits to the bank.
• Supporting inventory best practices and abiding by fresh standards and rotation rules and support management as needed with inventory tasks. 
• Take pride in a clean and beautiful work environment and follow the merchandising and design standards to provide a consistent customer experience and drive sales. Utilize Visual Merchandising guidelines to make real-time adjustments to product displays based on sales to  improve the customer experience.
• Be punctual, reliable, and present at work.  Actively participate in teamwork, prioritize your wellbeing by taking breaks when necessary, and keep up-to-date with company news and updates.

Qualifications: 

Required: 

• Minimum 1 year Customer service and Supervisory experience
• Outstanding customer service, clerical and organizational skills
• Ability to learn, prepare and administer Lush’s Book-a-Bath treatment catalog
• Proven ability to multi-task and be an outstanding brand ambassador 
• Excellent communication and networking skills - phone, email & in-person 
• Flexibility to adapt to changing situations and priorities in a fast-paced environment 
• Knowledge and interest in skincare, natural beauty and ethical business 
• Ability to work flexible hours to meet business needs including holidays, evenings and weekends 
• Outstanding customer service and networking skillset with ability to create meaningful customer experiences
• Proven manual dexterity ability
• Proven customer/client consultation experience

Preferred: 

• Experience analyzing sales metrics
• Experience with consultation-based customer service models 
• Previous experience as receptionist, spa clerk/administrator or similar 
• Fluency in Mandarin, Spanish, French or other languages
• Experience supporting promotional/special events within the community

Find our Personal Privacy Policy details here.

Lush Cosmetics North America respectfully recognizes that our business operates on Indigenous territory across Turtle Island. As a business headquartered in Canada, our largest facilities are located on the unceded territories of the Musqueam, Squamish and Tsleil-Waututh, as well as here on the lands of the Mississaugas of the Credit, Anishnabeg, Chippewa, Haudenosaunee and Wendat, and now home to many diverse First Nations, Inuit and Métis peoples.

Our commitment to reconciliation and decolonization is guided by the Truth and Reconciliation Commission of Canada: Calls to Action #92. We recognize that our facilities, along with our settler and newcomer staff are guests on this land and as we act to repair past harm, we do it together in ally ship with Indigenous People everywhere, including staff, customers and with leadership from organizations and communities we work with.