Guest Services Coordinator

Atelier Salon; Wellesley (MA); On-site; USD 32,000 - 48,000; Full time

Job summary

ATELIER is a luxury salon in Wellesley, MA seeking a polished Guest Services Coordinator to lead the front-of-house experience. You will manage the front desk, appointment flow, phone and digital communications, checkout, and retail support, ensuring every guest feels welcomed and cared for during peak salon hours.

This role demands hospitality-minded, detail-oriented professionals with strong organizational skills who can thrive in a fast-paced setting.

Qualifications

• Previous experience in luxury hospitality or front-of-house roles.
• Strong verbal and written communication skills.
• Polished, warm, and attentive presence.
• Ability to work in a fast-paced environment while staying calm.
• Reliability and excellent attendance.

Responsibilities

• Greet guests warmly and manage front desk.
• Handle check-in/check-out, bookings, payments, and guest records.
• Answer phones, texts, emails, and inquiries promptly.
• Assist guests with scheduling and provider selection.
• Maintain a clean, organized front desk and retail area.
• Support service providers with scheduling and arrivals.
• Represent ATELIER with professionalism in all communications.

Skills

Luxury hospitality

Front desk management

Guest relations

Communication skills

Multitasking

Attention to detail

Job description

Guest Services Coordinator / Front of House

Location: ATELIER — Wellesley, Massachusetts
Position Type: Part-time or Full-time, depending on availability and experience
Schedule Requirement: Evenings and weekends are mandatory. This role is guest-facing during peak salon hours and requires reliable availability during those times.

ATELIER is a luxury salon committed to exceptional hair services, elevated hospitality, and a thoughtful guest experience from the first inquiry through checkout. We are seeking a polished, organized, and hospitality-driven Guest Services Coordinator to lead our front-of-house experience.

This is not a basic reception role. The Guest Services Coordinator is the first and last impression of ATELIER—responsible for creating a warm, seamless, attentive environment while supporting our guests, service providers, and daily salon operations.

The Role

The Guest Services Coordinator ensures every guest feels welcomed, cared for, and confidently guided throughout their visit. You will manage the front desk, appointment flow, phone and digital communication, checkout, retail support, cleanliness, and behind-the-scenes details that allow the salon to operate at a high standard.

The ideal candidate is naturally gracious, detail-oriented, calm under pressure, highly reliable, and able to anticipate needs before they become problems. You understand that luxury is found in consistency: remembering preferences, communicating clearly, maintaining an immaculate environment, and making every interaction feel personal.

Key Responsibilities

• Greet every guest warmly and professionally, creating an elevated and welcoming arrival experience.

• Manage check-in, check-out, appointment confirmations, rebooking, payments, gift cards, and guest records with accuracy.

• Answer phones, respond to text messages, emails, and online inquiries promptly, clearly, and in alignment with ATELIER’s brand voice.

• Assist guests with scheduling services, selecting the appropriate provider, understanding service timing, and preparing for appointments.

• Maintain a clear understanding of salon services, pricing, policies, provider specialties, promotions, retail offerings, and current salon initiatives.

• Support service providers by monitoring appointment flow, communicating guest arrivals, helping manage timing, and resolving scheduling concerns professionally.

• Facilitate a polished guest experience throughout the visit, including beverage service, coat and personal-item assistance, comfort checks, and thoughtful follow-through.

• Maintain an immaculate front desk, retail area, beverage station, waiting area, restroom, and other guest-facing spaces.

• Assist with retail recommendations and sales by confidently discussing products, promotions, and at-home hair-care routines within the scope of your training.

• Monitor salon inventory needs, front-desk supplies, refreshments, printed materials, and retail presentation; communicate replenishment needs promptly.

• Uphold all salon policies, including cancellation, late-arrival, no-show, payment, and rebooking policies with confidence and kindness.

• Assist with opening and closing procedures, daily cash-out or payment reconciliation, appointment preparation, and end-of-day organization.

• Resolve guest questions and concerns with discretion, empathy, sound judgment, and a solutions-focused approach.

• Support special events, seasonal initiatives, educational events, social-media moments, and other salon projects as needed.

• Maintain guest confidentiality and handle personal, appointment, and payment information responsibly.

What We’re Looking For

• Previous experience in luxury hospitality, salon/spa reception, concierge services, retail, restaurants, hotels, or a similar guest-facing environment is strongly preferred.

• A genuine interest in beauty, hair, wellness, luxury service, and creating memorable client experiences.

• Excellent verbal and written communication skills.

• Professional, warm, polished, and naturally attentive presence.

• Strong organization, time-management, multitasking, and problem-solving skills.

• Comfort working in a fast-paced environment while remaining calm, composed, and gracious.

• High attention to detail—especially with scheduling, payments, guest information, salon presentation, and follow-up.

• Confidence using scheduling software, point-of-sale systems, email, texting platforms, and basic computer applications.

• Ability to learn quickly, take initiative, follow systems, and consistently execute standards.

• A collaborative, team-first attitude and willingness to jump in wherever needed.

• Dependable transportation and excellent attendance.

• Ability to stand for extended periods and occasionally lift or move salon supplies and retail products.

Required Availability

Because this role supports the salon during our busiest and most important guest-service periods, the following availability is required:

• Evening availability is mandatory

• Weekend availability is mandatory

• Ability to work peak appointment times, including closing shifts

• Flexibility for occasional holidays, special events, team meetings, and high-volume periods

• A consistent, dependable schedule is essential

Applicants who are unavailable for evenings and weekends will not be considered for this position.

Success in This Role

A successful Guest Services Coordinator at ATELIER is someone who:

• Makes every guest feel recognized—not processed.

• Notices the details: a delayed appointment, an empty beverage station, a guest who needs direction, or a provider who needs support.

• Protects the salon’s atmosphere through polished communication, discretion, cleanliness, and consistency.

• Handles busy moments with urgency without making guests feel rushed.

• Represents ATELIER with professionalism in person, on the phone, and in all written communication.

• Understands that the front desk is the operational heartbeat of the salon and takes pride in keeping it organized, calm, and exceptional.

Compensation and Growth

Compensation will be based on experience, availability, and qualifications. ATELIER offers the opportunity to work in a professional, elevated, team-oriented salon environment with training in luxury guest experience, salon operations, product knowledge, and front-of-house systems.