Guest Experience Coordinator

Primary Responsibilities Guest Experience & Customer Service

• Greet every client and team member in a friendly, professional, and welcoming manner.
• Manage the client check-in and checkout experience.
• Answer incoming phone calls, text messages, emails, and client inquiries professionally and promptly.
• Assist clients with questions regarding services, appointments, pricing, salon policies, promotions, and general information.
• Listen to client concerns and attempt to resolve appropriate issues while knowing when a situation should be escalated to management.
• Maintain a calm and professional demeanor when handling difficult conversations, complaints, scheduling issues, or high-volume periods.
• Help ensure clients feel acknowledged and supported throughout their salon experience. Appointment & Schedule Management
• Schedule, reschedule, and cancel appointments accurately.
• Verify that clients are booked for the correct service, loc count, stylist, and amount of time whenever applicable.
• Review upcoming appointments and identify potential scheduling issues before they affect the client or stylist.
• Communicate appointment changes, delays, special client needs, and relevant information to stylists and management.
• Assist with filling openings and same-day appointment availability when possible.
• Understand and correctly communicate salon booking, deposit, cancellation, late-arrival, and no-show policies. Client Account Management
• Maintain accurate and detailed client profiles.
• Document important client conversations, complaints, accommodations, appointment changes, management decisions, and other relevant information in the client’s account.
• Update client contact and service information when necessary.
• Ensure account notes are detailed and understandable for other team members and management. Checkout, Payments & Retail
• Accurately process client transactions.
• Verify services and applicable charges before completing checkout.
• Assist clients with purchasing Locs of Love retail products.
• Educate clients on current products, services, promotions, and salon programs.
• Recommend appropriate retail products and contribute to salon retail sales goals.
• Maintain an organized and presentable retail area. Salon Operations
• Maintain a clean, organized, and professional front desk, lobby, retail area, and common salon spaces.
• Assist with salon laundry, including washing, drying, folding, and storing towels and linens.
• Assist with cleaning and disinfecting salon tools and equipment when assigned.
• Monitor salon supplies and communicate inventory needs to management.
• Assist management and stylists with reasonable operational needs throughout the day.
• Complete assigned opening and closing responsibilities.
• Help ensure the salon remains prepared and organized throughout the business day. Administrative & Marketing Support
• Perform administrative duties including updating records, organizing information, completing assigned forms, and maintaining accurate documentation.
• Work within Phorest, Shopify, Square, and other salon systems as required.
• Assist with promotions, client outreach, appointment confirmations, and marketing initiatives.
• Participate in appropriate salon social media content when requested.
• Stay informed about salon services, promotions, policies, products, events, and updates.

Qualifications

• Previous customer service, receptionist, hospitality, retail, or administrative experience.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Professional appearance and demeanor.
• Strong attention to detail.
• Basic computer and technology skills.
• Ability to work effectively in a fast-paced environment.
• Dependability and strong time-management skills.
• Ability to receive feedback and implement corrections.
• Ability to work independently while also functioning as part of a team.
• Willingness to learn salon services, terminology, policies, and procedures. Experience with Phorest, Shopify, Square, or salon/spa scheduling software is preferred but not required.

Compensation

$15.00/hour Additional compensation, performance incentives, advancement opportunities, and benefits may be discussed during the interview and hiring process. Required Schedule:

• Every Other Monday: 10:00 AM–4:00 PM
• Tuesday–Thursday: 8:30 AM–2:00 PM
• Friday & Saturday: 8:30 AM–6:00 PM Applicants must be available to work the full scheduled shifts listed above. Reliable attendance and punctuality are essential requirements of this position. What Success Looks Like at Locs of Love A successful Guest Experience Coordinator understands that the front desk sets the tone for the entire salon. We are looking for someone who notices what needs to be done, communicates effectively, keeps accurate records, protects the client experience, supports the salon team, and takes ownership of their responsibilities. Our goal is for every client to feel welcomed, informed, respected, and taken care of from their first interaction with Locs of Love through checkout. Salary $15 - $15 per hour