SALON Front Desk Sales and Guest Experience Coordinator
4 days ago
Baldwinsville
Job Description That Hair Place is hiring a SALON Front Desk Sales and Guest Experience Coordinator to join our growing, education-driven salon. This is a performance-based front desk role focused on the full guest journey—booking, arrival, checkout, and follow-up—with measurable standards in retail, rebooking, and guest retention. This is not a traditional receptionist position. As the SALON Front Desk Sales and Guest Experience Coordinator, you’ll support the business from the front desk while delivering warm, elevated hospitality to every guest. What You’ll DoGuest Experience & Retention • Greet every guest with warmth and offer a beverage upon arrival, • Ensure consent forms are completed and guest information is kept up to date, • Confirm appointments 48 hours in advance and manage unconfirmed bookings, • Follow up with new guests after their visit by text or phone call, • Encourage guest referrals and 5-star online reviews, • Manage rebooking protocol, waitlists, and special service requests, • Handle guest communication across phone, email, and social media messages Booking, Rebooking & Front Desk Sales Performance • Upsell services during booking, check-in, and checkout, • Recommend retail products and educate guests on proper home care, • Ensure every guest prebooks their next appointment before leaving, • Meet or exceed sales goals in retail, rebooking, and service upgrades, • Identify opportunities to improve front desk systems, efficiency, and flow, • Thrive in a structured environment with scripts, systems, and measurable goals Systems & Processes • Open and close the salon, manage the till, and balance the drawer, • Maintain and complete daily/weekly task lists in Google and Todoist, • Keep the client management system and guest records accurate and up to date, • Monitor and manage waitlists, offering upgrades or promotions as appropriate, • Maintain a clean, stocked, and organized front desk and retail area, • Follow all check-in/check-out protocols and ensure surveys and consent forms are sent Professionalism & Collaboration • Communicate clearly with stylists about guest needs and service notes, • Stay educated on all services, promotions, and retail offerings, • Follow scripts and best practices to support conversions and retention, • Maintain a polished, professional appearance in line with salon standards, • Contribute to team meetings, trainings, and Front Desk Sales and Guest Experience Coordinator success metrics, • Be comfortable receiving coaching and performance feedback to improve results What We’re Looking For • Comfortable working toward weekly sales, retail, and rebooking targets, • Thrives in structured systems, scripts, and accountability, • 2+ years of experience in front desk, salon/spa, hospitality, or sales roles preferred, • Confident recommending services and retail with a goal-driven mindset, • Friendly, polished communicator who can adapt to different guest personalities, • Highly organized and reliable with strong attention to detail, • Quick-thinking, self-motivated, and calm under pressure, • Tech-savvy with experience in booking systems preferred, • Warm, professional, and team-oriented, • Must be consistently available evenings and Saturdays Success Metrics • Rebooking rate, • Retail sales per guest, • Upsell/add-on percentage, • Guest retention and satisfaction, • Number of 5-star reviews and referrals Compensation & Growth • $16–$20 per hour to start, plus commission and performance bonuses, • Leadership and management growth paths available Application Question(s): • Tell us about a time you took great care of someone in a guest-facing role and it led to a strong result—like they rebooked, bought the right product, came back again, left a review, or referred someone. What did you say or do that made the difference?, • Give us one example of a recommendation you made that truly helped someone—maybe a product, an add-on, or booking their next visit. How did you bring it up in a way that felt natural (not pushy), and how did they respond?, • Front desk can get busy fast—phones ringing, guests arriving, stylists needing support, and a lot happening at once. When it’s like that, what helps you stay organized and keep your tone calm and professional? Share a real moment and how you handled it.Company DescriptionFor 30 years, That Hair Place has been built on education, integrity, and connection. We are a team-driven salon committed to consistent results, ongoing training, and caring for every guest who walks through our doors. We take pride in thoughtful consultations, personalized services, and creating an experience people can trust — visit after visit.For 30 years, That Hair Place has been built on education, integrity, and connection.\r\n\r\nWe are a team-driven salon committed to consistent results, ongoing training, and caring for every guest who walks through our doors. We take pride in thoughtful consultations, personalized services, and creating an experience people can trust — visit after visit.