SALON TODAY's Meet the Manager series celebrates the managers, team leads, and directors in the industry who work to maintain the vision and goals of salons, spas, and barbershops. In today's profile, we meet Aquino, who has led the team at Apotheca Salon & Barbershop with the utmost integrity since 2021. Owner Steffan Bentley appreciates Aquino for their unwavering support and dedication through tough situations, as well as their close friendship. See all the reasons Bentley describes Aquino as an invaluable partner for Apotheca.

The manager: Aquino, General Manager

Nominated by: Steffan Bentley

Date of Hire: October 2021

SALON TODAY: What about Aquino’s background made you believe they’d be a good manager for your business?

Bentley: “When I opened my salon in 2021, I hadn't planned on having a front desk or manager position - I simply didn't think it was within my budget. However, sometimes the best business decisions come from listening to your community, and that's exactly what happened in this case.

“The timing was serendipitous. Just as I was opening my salon, I kept hearing from multiple trusted industry colleagues about this exceptional person I ‘had to hire.’ Interestingly, while my network was persistently recommending them to me, their colleagues were simultaneously encouraging them to join my team - despite their initial plans to leave the salon industry altogether.

“What truly sets them apart is their unique combination of experiences. Their background includes:

• Extensive salon leadership experience

• Proven success in front desk operations

• Most notably, a degree in philanthropy

“This last element - their educational background in philanthropy - has proved to be invaluable. It provides a perfect counterbalance to my business-focused approach, bringing a grounding and humanistic perspective to our operations. Their ability to blend people-first thinking with business acumen has created a harmony in our salon's culture that I couldn't have engineered on my own.

“Looking back, what initially seemed like a position I couldn't justify has become one of my most important business decisions. Their background didn't just make them a good fit - it made them the perfect fit, bringing together professional expertise and a humanitarian perspective that has helped shape our salon's success and culture.”

SALON TODAY: What personality characteristics do they have that make them a good manager?

Bentley: “Our manager's most impactful characteristic stems from their background in philanthropy - a natural ability to connect with and advocate for others. This trait is particularly valuable when working with our younger staff members, who grew up in an era where digital communication often supersedes face-to-face interaction.

“They excel as a bridge-builder between different perspectives - translating between my business-focused viewpoint and our younger stylists' concerns. This talent for mediation has significantly reduced turnover and strengthened our salon's culture.

“Beyond their exceptional people skills, they bring outstanding organizational abilities to the role. Their attention to detail keeps our operations running smoothly while managing the countless tasks that come with salon management. Their natural ability to connect with clients has elevated our guest experience, making them beloved by our clientele while keeping me on track with business objectives.

“Their unique combination of empathy, organization, and leadership has created an environment where both our team and business can thrive.”

ST: How is Aquino compensated?

Bentley: “Salary plus 10% of our quarterly growth over the previous year.”

ST: What are the three most important tasks they take on at the salon?

Bentley: “Staff relations, guest relations, and salon operations.”

ST: How is Aquino held accountable for the salon’s performance?

Bentley: “In hiring this manager, I discovered someone with unparalleled integrity. Traditional accountability measures have proven almost unnecessary because they consistently exceed expectations and go above and beyond with every request. Their self-driven motivation and commitment to excellence make them an exceptional leader who sets higher standards for themselves than any external measure could impose.”

ST: How often do you meet with them, and what do you go over?

Bentley: “We maintain two key meeting structures: weekly one-on-one sessions where we review employee relations, customer feedback, sales performance, scheduling, and upcoming promotions. Additionally, we conduct monthly goal-setting meetings with our entire staff to review individual stylist performance and set targets for the coming month.”

ST: What type(s) of continuing education do you offer Aquino?

Bentley: “We are investing in a comprehensive development plan that combines formal education with industry-specific training. The manager will be:

• Enrolling in Human Resources coursework at our local community college

• Attending Serious Business conference

• Participating in Qnity's The Fill conference

• Receiving ongoing Aveda business and retail education through my Purefessional certification

“This multi-faceted approach combines academic HR knowledge, salon-specific business education, and Aveda's proven retail and business strategies to further enhance their management capabilities.”

ST: How has Aquino helped you personally and professionally?

Bentley: “Over our 3.5 years working together, we've grown from strangers to coworkers to becoming each other's first text every morning. As fellow yogis, we share our practice before work each day, creating a special bond that allows us to support each other both professionally and personally.

“Their support has been especially vital during our current crisis. Three weeks ago, our salon suffered a flood, followed by losing two-thirds of our staff. Through their unwavering dedication, we've managed to place our remaining stylists in a neighboring salon, maintain client communications, and implement new systems to handle operations. While I focus on managing insurance, banking, and contractors, they've been the backbone of our daily operations, carrying the torch for our salon with compassion and grace. Their partnership has been invaluable - making an impossible situation manageable and maintaining our commitment to kindness in every interaction with guests and staff.”