Full-Time Spa Receptionist / Floor Leader - Robson Street

Lush Fresh Handmade Cosmetics; Vancouver; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading cosmetics company in Vancouver is seeking a Full Time Spa Receptionist / Floor Leader. This role involves enhancing customer experiences and supporting operations. The ideal candidate should have supervisory experience, strong customer service skills, and a passion for skincare. You will contribute to a motivated team atmosphere while ensuring operational excellence.

Qualifications

• Minimum 1 year of customer service and supervisory experience.
• Outstanding customer service, clerical, and organizational skills.
• Ability to learn, prepare, and administer Lush’s treatment catalog.

Responsibilities

• Deliver a world-class customer experience to every client.
• Manage spa bookings and ensure accurate scheduling.
• Support with inventory ordering and maintain compliance.

Skills

Customer service

Supervisory experience

Communication skills

Multi-tasking

Flexibility

Knowledge in skincare

Tools

Zenoti booking system

Job description

Overview

Position: Full Time Spa Receptionist / Floor Leader

Weekly: 30-39 hours

Description: Spa Receptionist / Floor Leader role blending customer experience with leadership; you champion Lush’s Leadership Practices in interactions with customers, 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. You contribute to best-in-class client experiences when booking or arriving for spa treatments, with a focus on product / brand knowledge, positive team relationships, and operational excellence.

As a Floor Leader, you support the Store Management Team across all areas of the business, including driving sales, opening / closing, analyzing sales results, and leading training sessions. You work with fellow leaders to ensure the store operates smoothly, delivering an exceptional customer experience, a motivated staff, and operational excellence.

Your day-to-day is on the shop floor, leading and inspiring a team of sales associates to achieve and surpass goals. By fostering a culture of passion and positivity, you help create a productive and enjoyable work environment, resulting in happy customers and employees.

Lush values people who adapt and evolve to the needs of our business, analyze opportunities, and translate strategy into behaviors that 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 and well-served.
• 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 ensuring treatment room stock levels and cleanliness meet the highest standards.
• Regularly monitor and respond to online reviews (e.g., Trip Advisor, Google).
• Utilize StoreForce dashboard results and feedback to exceed sales goals. Own results and actively grow the store’s overall sales contribution.

Team Involvement :

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

Operational Excellence :

• Manage Spa waitlist and optimize spa usage targets.
• Use Zenoti booking system to manage spa therapist schedules.
• Replenish and clean all customer-facing Spa areas between treatments; assist with linen replenishment and cabinet cleanliness.
• Support with inventory ordering for Spa closet, party supplies, event orders, and product freshness checks.
• Maintain compliance with company standards on the shop floor and in the Spa, ensuring product integrity, respectful workplace, and health and safety.
• Handle cash operations including transactions, opening / closing, reconciling drawers, preparing deposits, and bank drop as required.
• Support inventory best practices and product rotation; assist with inventory tasks as needed.
• Maintain a clean and attractive work environment; follow merchandising and Visual Merchandising guidelines to drive sales and enhance the customer experience.
• Be punctual, reliable, and present; participate in teamwork and stay up-to-date with company news.

Qualifications

Required :

• Minimum 1 year of 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
• Strong customer service and networking skills with ability to create meaningful customer experiences
• Proven manual dexterity

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

Location & Compensation

Location: Robson Street

Salary: $22 CAD