Manager of Guest Services
By Megan Karp, HR Marketing Coordinator
WHILE THERE’S A LOT OF HUSTLE AND BUSTLE IN THE SALON AND SPA SPACE,
there’s a ton of action that occurs behind the scenes as well.
Shannon, Manager of Guests Services, is often the first person that people speak with before entering Neroli Salon & Spa for a service.
At Neroli, we never want our guest’s experience to be compromised by a ringing phone at the front desk. For this reason, all phone calls are directed to the fourteen personalities inside our call service center. Shannon is the woman who manages these fourteen personalities.
Shannon is the woman who understands our service providers’ specialties on a deeper level, and can guide our guests to the right team member based on their specific needs. Shannon is the woman who orders the ink, paper, and staples for the office, and Shannon is the woman who makes vegetarians happy on our chili potluck days.
Shannon is a boss, but not in that bossy-pants kind of way. She’s a soft-spoken sweetheart with a dry sense of humor. She’s a woman that leads by example.
Everyone, meet Shannon.
What encouraged you to apply to the company almost 20 years ago?
At 19 years old, I was completely unaware of the spa industry. However, after I saw the job post, I did a little research and I realized instantly that this was the place for me. I can’t imagine working in any other industry now.
What gets you out of bed in the morning?
I love mornings. I get up early, workout, visit with my daughters as they get ready for school, and head out to start my day.
Above: Shannon and her two daughters, Ava and Emma.
What is your fondest memory of working at the company?
My fondest memory would have to be the first time I attended our Art of Wellbeing Wellness Retreat. Many team members got together for several days of health and wellness education. We learned how to take better care of ourselves on different levels, so that we can be more fulfilled and, in turn, provide a more meaningful level of service to our guests. The retreat concluded with an Inipi or purification ceremony, which I had never experienced.
The entire retreat changed my life in many ways. I never take for granted how special it is to work with a company that takes care of its team to this level.
Within your 20 years at Neroli, what has evolved or changed in the company?
Continuing education is one of our core beliefs, and with that, we continue to grow and excel in our service offerings. As we evolve our service menu, we always seek out the highest quality and most natural way to achieve results our guests are looking for. Take our advanced skincare services, for example. We added microchanneling and microdermabrasion skincare services, but only once we found products and equipment that we felt were the best in the industry and also align with our holistic roots.
Above: Shannon is a pro with our scheduling software.
In your mind, what creates an extraordinary guest experience?
An extraordinary experience should be memorable, something you reflect back on warmly and make an emotional connection to. We all work hard to make sure our guests feel this at every visit, whether it’s a visit for an eyebrow wax or a full spa day.
What question/request comes up most frequently over the phone?
We receive a lot of questions regarding the different types of massages we offer. My absolute favorite massage is our Stress-Fix massage. It incorporates the most beautiful stress reducing aroma as well as a bit of foot reflexology. It definitely puts me in relaxed state.
What keeps you youthful? Honestly, so shocked to learn you have two teen daughters.
Aw, thanks! Aveda skincare is magic in a bottle; I love it and use it day and night. Teenagers certainly keep you young as well. As a family, we love going out to restaurants, festivals, concerts, hiking etc. They keep me active, which I think plays a part in staying youthful.
Above: Shannon and her two daughters are almost triplets.
Have you ever considered obtaining a licence in beauty and wellness?
Yes! At one point I had planned on enrolling in our massage therapy program at The Institute of Beauty and Wellness. However, I am so passionate about what I already do every day. I love coming to work. I decided not to change what’s working.
It’s your last dinner. What’s being served?
That would be a huge taco party!
Your ideal day. Describe it.
Relaxing on our patio with a cup of coffee to start the day then heading out for a nice long hike and probably rewarding myself with a great dinner out after!
Above: Shannon and her husband taking a hike.
One Aveda product you swear by.
Be Curly style prep helps keep my curls separated and looking healthy. I didn’t understand the importance of prep products until I gave it a try. What a difference!
Do you have a favorite quote?
“Realize deeply that the present moment is all you ever have.” – Eckhart Tolle