Luxury Customer and Sales Representative

Townhouse; Beverly Hills (CA); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

15 Days Paid Time Off

Commission - $5 for walk-ins

Product Sales - 10% of product sales

Training & Development

Employee Discount - 75% off treatments

Referral Bonuses - up to $500

Birthday Pamper Party

Social Budget

Starting hourly rate of $18

Job summary

You will respond via Freshdesk, email, and WhatsApp, managing inquiries and reservations while promoting products and upgrades. This role emphasizes guest relationships, rebooking momentum, and a seamless, upscale guest journey.

Qualifications

• Previous experience in a customer-facing hospitality, luxury retail, concierge or reception role.
• Strong communication and interpersonal skills with a passion for delivering exceptional customer service.
• Confident using booking systems, email and customer communication platforms.
• Ability to multitask, stay organised and remain calm in a fast-paced environment.
• A proactive, solutions-focused mindset and the ability to take ownership of guest concerns.
• Flexible availability, including evenings, weekends and peak trading periods.

Responsibilities

• Be the welcoming face of Townhouse, ensuring every guest receives a warm, personalised greeting and exceptional first impression.
• Support first-time guests with self-service kiosk check-in, salon orientation and colour selection using our digital colour library.
• Monitor the guest journey from arrival to departure, ensuring customers feel recognised, looked after and informed throughout their visit.
• Use Freshdesk and approved access to email, WhatsApp and other customer communication channels to respond accurately and promptly.
• Handle incoming telephone bookings, customer enquiries, rescheduling and cancellation requests for both Los Angeles salons.
• Proactively resolve guest concerns and feedback, escalating where appropriate and aiming to address issues before the customer leaves the salon.
• Offer every departing guest their next appointment and actively encourage rebooking to support salon targets.
• Convert walk-in enquiries into appointments by confidently discussing treatments, availability and the Townhouse experience.
• Promote beverages, retail products and suitable booking upgrades to enhance the customer experience and drive revenue.
• Work closely with Nail Artists, Shift Leaders and Salon Manager to ensure smooth daily operations and exceptional hospitality standards.

Skills

Customer service

Hospitality

Communication

Multitasking

Tools

Freshdesk

Email

WhatsApp

Job description

Want to be part of the UK's No.1 voted Nail Salon?

Townhouse is the leading global luxury nail salon brand, known for revolutionising the nail care experience with premium treatments in beautiful spaces. Founded by Juanita Huber-Millet, we are dedicated to reinventing the salon experience through bespoke treatments and exceptional attention to detail. Featured in Made in Chelsea, Vogue, Tatler, SheerLuxe and Glamour, we now have 40+ salons across the UK and US. We're the most talked about name in modern nail care, committed to exceptional experiences for our clients and our teams.

We're excited to introduce a brand-new Luxury Customer and Sales Representative role at our Beverly Hills salon. As the first person in this position, you'll be the face of the salon and the first person our guests see when they arrive, setting the tone for their entire Townhouse experience.

More than a traditional reception role, you'll play a key role in delivering the exceptional hospitality Townhouse is known for, building guest relationships, driving rebookings and converting new clients while ensuring every visit feels seamless, personal and luxurious.

Our fantastic benefits include:

• Starting hourly rate of $18 an hour
• Commission - $5 for all walk-in appointments booked.
• Product Sales - 10% of all product sales made (i.e. not linked to treatments)
• 15 Days Paid Time Off - Relax and recharge with up to 15 days of paid time off.
• Training & Development - Comprehensive onboarding, ongoing development opportunities and career progression within a rapidly growing luxury brand.
• Employee Discount - 75% off treatments for you and your close family.
• Referral Bonuses - Earn up to $500 for every successful hire you introduce to Townhouse.
• Birthday Pamper Party - During your birthday month, bring a friend for a free signature manicure/pedicure and a glass of bubbles.
• Social Budget - Every month your manager receives a budget to spend celebrating and rewarding the team.

Responsibilities:

• Be the welcoming face of Townhouse, ensuring every guest receives a warm, personalised greeting and exceptional first impression.
• Support first-time guests with self-service kiosk check-in, salon orientation and colour selection using our digital colour library.
• Monitor the guest journey from arrival to departure, ensuring customers feel recognised, looked after and informed throughout their visit.
• Use Freshdesk and approved access to email, WhatsApp and other customer communication channels to respond accurately and promptly.
• Handle incoming telephone bookings, customer enquiries, rescheduling and cancellation requests for both Los Angeles salons.
• Proactively resolve guest concerns and feedback, escalating where appropriate and aiming to address issues before the customer leaves the salon.
• Offer every departing guest their next appointment and actively encourage rebooking to support salon targets.
• Convert walk-in enquiries into appointments by confidently discussing treatments, availability and the Townhouse experience.
• Promote beverages, retail products and suitable booking upgrades to enhance the customer experience and drive revenue.
• Work closely with Nail Artists, Shift Leaders and Salon Manager to ensure smooth daily operations and exceptional hospitality standards.

Requirements and qualifications:

• Previous experience in a customer-facing hospitality, luxury retail, concierge or reception role.
• Strong communication and interpersonal skills with a passion for delivering exceptional customer service.
• Confident using booking systems, email and customer communication platforms.
• Ability to multitask, stay organised and remain calm in a fast-paced environment.
• A proactive, solutions-focused mindset and the ability to take ownership of guest concerns.
• Flexible availability, including evenings, weekends and peak trading periods.

We're proud to be an inclusive employer. We welcome applications from all backgrounds and are committed to creating a diverse, supportive and empowering workplace.