To maintain a smooth, respectful, and efficient client experience, estheticians are expected to remain in the treatment room while clients are undressing and redressing.
Before the Appointment
Estheticians should not step out of the room while clients are undressing.
Estheticians can step out only when clients request or when estheticians can observe that clients are uncomfortable with them staying in the room.
Instead, remain in the room to:
Set up your table and supplies
Prepare wax or sugar
Put on gloves and get fully ready to begin
This ensures that clients get on the table quickly and services can begin immediately.
When you bring your client into the room, make sure they feel comfortable with you in the space and know that you’ll be staying in the room while they undress. You can say something like:
“You can set your things on that bench over there. You're going to undress from the waist down. There are cleansing wipes in the corner and a trash can right underneath. I'm just going to be over here setting up my space. When you're ready, just hop up on the table and then we can get started.”
After the Appointment
Estheticians must stay in the room while the client is redressing.
During this time, you are expected to:
Strip and sanitize the table
Clean and reset the treatment area
Restock any used supplies
Fully prepare the room for your next appointment
Once all of that is complete — whether or not the client is finished dressing — you may step out of the room.
If you are stepping out before the client is finished redressing, you may use that moment to check Mangomint for upcoming appointments or watch and respond to Marco Polos related to your shift.
However, personal phone use — including texting, social media, or personal calls — must wait until all client-related responsibilities are finished and your space is fully prepared for the next service.
We expect every esthetician to take personal responsibility for the daily operations of the salon. That means showing up early enough to fully prepare your space, helping keep the shared areas clean and welcoming, and leaving your room client-ready for the next shift. These expectations are part of your role — not optional tasks or something extra.
🕘 Opening Shift Responsibilities
Estheticians scheduled for opening shifts must:
Arrive at least 30 minutes before their first scheduled appointment
Disarm the alarm system
Fill water container
Turn on all lights in the salon (not just your treatment room)
Turn on music (see Music Policy)
Turn on wax pots and verify temperatures
Turn on sugar pots, wax rollers, and warmers in all rooms
Verify register count
Bring in trash bins (if applicable)
Check that the front area and bathroom are fully clean and stocked
Check Salon Checklist for daily tasks
Review the Room Checklist from the previous shift
If any items were missed, follow the Room Checklist Verification Process
🌤️ Midday/Evening Shift Responsibilities
Estheticians arriving later in the day must:
Arrive at least 15 minutes before their scheduled start time
Check wax pots and warmers in your assigned room
Review the Room Checklist for your room
If items were not completed, follow the Room Checklist Verification Process
Check Salon Checklist for daily tasks
Bring out trash bins (if applicable)
Charge speakers
Verify register count & make deposit
🌙 End-of-Shift Responsibilities
Complete and sign off on the Room Checklist posted in your assigned room
Post a video in Marco Polo showing your completed room and reviewing the checklist
Leave the space fully clean, stocked, and ready for the next shift
If anything is missing or improperly reset, the next esthetician may be asked to verify and report it. Consistently incomplete closings may result in warnings or loss of bonus eligibility.
Each esthetician is responsible for two types of checklists during every shift:
🧼 Room Checklist
Located in each individual treatment room
Must be fully completed before leaving
Includes table sanitation, surface wipe-down, product restock, garbage removal, floors, towel bins, and more
Final step is posting a video walkthrough in Marco Polo showing the completed checklist and reset room
🧹 Daily Checklist
Posted in the common areas of each salon
Includes shared responsibilities like:
Bathroom restock and cleaning
Front area tidying and supply counts
Back bar cleanup
✅ Checklist Reminders
Checklists are part of your job, not optional extras
Failure to complete checklists may result in a verbal warning, written warning, or loss of bonus eligibility
Checklists must be filled out fully and accurately — do not initial or check off items you didn’t do
Use the Marco Polo walkthrough video to show and verify completion at end of shift
Client experience is at the heart of what we do — and the way we communicate matters just as much as the quality of the service.
👋 Before the Appointment Even Starts
Client communication doesn’t begin when the service starts — it begins the moment they walk through the door. Our goal is for clients to immediately feel welcomed, seen, and like they belong here.
When a client arrives:
Greet them warmly, with a smile, and by name if possible
Make them feel like they’re an old friend walking in, not a transaction
Ask if they have an appointment, and if they’ve checked in yet
Don’t let clients sit there unattended — especially new clients or anyone looking unsure
If they’re a new client:
Let them know they’re in the right place and they did everything correctly
If they used the door code: “Perfect, you did it just right!”
If they were waiting outside: “We send out a unique code daily so you can let yourself in.”
Let them know they’ll get a text message 15 minutes before their appointment asking them to check in. When they click the link, their esthetician will be notified that they’re here.
Let them know they’re welcome to grab a snack or drink, and that the restroom is just down the hall
If they’re a returning client:
Still greet them with the same energy — a smile and a personal hello go a long way
Don’t assume they know everything. A quick check-in like “You good on snacks and water?” helps maintain warmth and care
Keep an eye out for anyone who looks unfamiliar, confused, or like they might be in the wrong place — don’t let people sit around awkwardly or unnoticed
✨ The Energy We Lead With
A lot of salons have that “mean girl energy” — the kind where clients walk in and feel like outsiders. That is the exact opposite of what Rewaxation is built on.
We want people to feel immediately welcome, wanted, and at ease — like they belong here. That starts with the way you look at them, the tone of your voice, the way you greet them, and the environment you help create.
If you see someone walk in and you’re not sure who they are or what they need — say something. We don’t let people just sit and figure it out on their own.
💬 During the Appointment
Greet each client by name and confirm their service
Ask if they’ve had the service before and check in on skin sensitivity, preferences, etc.
Give a quick rundown of what they can expect
Stay focused and client-centered
Avoid venting, over-sharing, gossiping, or turning the service into a personal therapy session
⚖️ Balance & Expectations
We know some clients want to keep things quiet, and we fully support that. If a client gives short responses, avoids eye contact, or seems like they want silence — respect that and don’t push conversation.
At the same time, it’s important to know that part of your role is being warm and personable. We consistently get more client complaints about estheticians being too quiet or disconnected than we do about someone being too talkative.
If being warm and talkative doesn’t come naturally to you, that’s okay — but we still expect you to push a little outside your comfort zone. Clients should leave feeling like they were cared for, not just serviced.
A friendly tone, eye contact, and a little small talk can go a long way in helping clients feel safe and seen.
🚫 Topics to Avoid
Politics, religion, or anything potentially polarizing
Gossip about other clients or coworkers
Complaints about Rewaxation policies, booking issues, or management
Excessive personal stories, trauma dumping, or emotional unloading
Constantly talking about being tired, burned out, or financially struggling
We understand that personal stories will come up. You’re human. You might connect with a client over a shared experience, or your finances or fatigue may come up organically in a conversation — and that’s okay.
But if you’re constantly telling clients that you’re broke, tired, or overworked, it doesn’t make the salon look good. And more importantly, it’s a drain on the energy of the people we serve.
Clients should feel uplifted, cared for, and supported when they leave. They’re paying for a service — not to feel bad for the person providing it. They shouldn’t leave feeling like you aren’t being compensated fairly or like they were your emotional support for the hour.
The focus of the appointment is them. If you chime in with your own stories occasionally, wonderful. But if a client walks away feeling drained or emotionally responsible for you, that’s not okay.
Maintaining a clean, welcoming environment is part of everyone's job — not just whoever opened or closed the day before.
🛁 Shared Area Responsibilities
The bathroom should be checked regularly throughout the day
Toilet paper, paper towels, trash, and cleanliness must be maintained
The front area should always look client-ready
Wipe surfaces, wipe iPads, restock snacks
The product/break room should be clean and uncluttered
Keep the fridge/snack cabinet clean
Restock products when they arrive
Empty trash or bins if full
Keep products on the shelves organized
🗑️ Trash
Make sure that trash bins are brought into the back before our first client of the day
Empty trash cans every night to prevent pests and smell
📦 Deliveries & Product Restock
If you're on shift when a product delivery arrives, you’re expected to:
Bring it inside/to the back
Check them into Mangomint
Unpack them
Note any issues in Marco Polo
This shared effort keeps the salon clean, stocked, and ready for both clients and coworkers.
Music is a shared part of the salon atmosphere and is everyone’s responsibility to help manage.
🎶 Expectations
Music should always be playing during operating hours
Choose playlists that are chill, upbeat, and match the Rewaxation vibe
Avoid extremely explicit lyrics, sad ballads, or anything overly intense
If one esthetician is consistently controlling music, others are encouraged to contribute or check in
🎧 How to Participate
You can play music through Spotify on the work computer
If the music is bothering you or feels off, say something respectfully
Rotate playlists if needed to give everyone a break
If music isn’t playing, fix it — don’t wait for someone else to do it