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Barista & Bartender — Golden Hour

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Director of Experience & Operations

Brookfield, WI | Full-Time

White Brick Salon is a luxury hair, skin, and body experience in Brookfield, Wisconsin — home to 13+ providers and the newly opened Golden Hour, our café and gathering space designed to extend the client experience beyond the chair. We're growing, and we're building the leadership team to match.

The DEO is one half of our two-person leadership team. You'll partner with our Administrative Director as an equal — you own the guest side, they own the team and admin side, and together you form the operational and experiential backbone of the business. Both roles report directly to the owner. Neither directs the other. You work in clearly defined lanes, consult one another when those lanes cross, and together present a unified front that keeps the business running at the standard White Brick is known for.

This is a floor-presence leadership role. You are not behind a desk — you are in the room, with guests, with the team, setting the tone.

WHAT YOU OWN

Guest Experience & Brand Standard Every client who walks in should leave wowed — not just by their service, but by their entire experience. That standard is owned by you.

  • Set the tone for every guest visit from arrival to checkout. Every single one.

  • Ensure every guest feels welcomed, cared for, and guided throughout their visit. No guest is invisible, ignored, or left without acknowledgment.

  • Create and uphold the White Brick elevated experience standard across every touchpoint. Train the desk team to it. Hold everyone accountable to it.

  • Own all client-facing paperwork: new client contracts, waivers, credit cards on file. No gaps, no exceptions.

  • Reply to all reviews professionally, warmly, and on brand. Negative reviews are handled with care and urgency.

  • Actively cross-promote across the salon, body and skin lounge, and Golden Hour at every appropriate touchpoint.

Client Communication & Retention You are the primary voice of the business to every client who reaches out. Response time and warmth are non-negotiable.

  • Own all client communication: calls, DMs, booking questions, follow-ups, concerns, and social platforms.

  • Response time standards: all calls returned same business day, all DMs and texts within 2 hours during business hours, all booking requests confirmed within 24 hours.

  • Own the new client welcome call process — every new client receives a personal welcome call within 48 hours of their first visit.

  • Own the reactivation strategy for inactive clients. Any client with no visit and no future appointment in 120 days receives a personal outreach, not an automated message.

  • Create and maintain scripts for every client scenario so every desk team member has clear language and no situation feels improvised.

  • Follow up with every guest post-consultation who did not book. No consultation closes without a follow-up plan.

Desk Team Leadership

  • Conduct monthly 1-on-1s with desk team members focused on guest experience, communication standards, and professional development.

  • Train all new desk team members on guest experience standards, Meevo booking flow, and service knowledge before they interact with guests independently.

  • Hold the desk team accountable to standards consistently and constructively. Address issues directly, calmly, and from a place of care.

  • Protect the culture, energy, and brand standard of the floor at all times.

Meevo Mastery & Scheduling

  • Fully trained in Meevo with continual education on updates and best practices.

  • Strategically place appointments to maximize each provider's schedule. No inquiry goes untouched. No client is turned away without every effort made to accommodate.

  • Proactively forecast the book for errors, gaps, and opportunities. Catch conflicts before they become client-facing problems.

  • Own recurring reporting: rebooking rates, retail attach, client retention, missed opportunities, cancellation trends. Provide Lo with a clear summary of what was found, what was addressed, and what remains outstanding.

Product & Service Knowledge You cannot book what you don't know and cannot sell what you cannot explain.

  • Confident and knowledgeable across all salon retail, color lines, IBE extensions, spray tan services, Head Spa offerings, the full Golden Hour menu, and all skin and body services.

  • Able to speak to any offering with confidence, answer guest questions accurately, and recommend with intention.

WHO YOU ARE

These are not preferences. They are the standard for this role.

  • Naturally calm under pressure — the kind of calm that settles a room

  • Warm, service-oriented, and genuinely invested in how guests feel when they leave

  • Responsive and reliable — you follow through without being asked twice

  • Comfortable having direct conversations from a place of neutrality and care, not conflict

  • Organized in a real way: systems stick, things don't slip, follow-through is a given

  • Trusted unconditionally — and have earned that

  • Aligned with a luxury hospitality brand standard at all times

  • Invested in excellence, even when no one is watching

COMPENSATION & DETAILS

  • Full-time, on-floor leadership role in Brookfield, WI

  • Compensation commensurate with experience

  • Not a remote or hybrid position — presence is core to this role

To apply, send your resume and a brief note on why this role is the right fit to whitebrickowner@gmail.com with subject line DEO APPLICATION. We're honored by your interest and are excited to meet you!