Luxury Guest Experience Concierge – Upscale Salon

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

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.