The Salon Coordinator / Receptionist is responsible for managing front desk operations, delivering excellent customer service, and supporting daily salon activities. This role plays a key part in enhancing customer experience, improving appointment scheduling efficiency, and increasing client retention.
Key Responsibilities
1. Front Desk & Customer Service
- Greet and attend to customers in a professional and friendly manner
- Manage walk-in clients and appointment flow efficiently
- Handle customer enquiries via phone, WhatsApp, and in-person
- Ensure a smooth and premium customer experience from arrival to departure
2. Appointment & Scheduling Management
- Manage daily appointment bookings and scheduling
- Coordinate with stylists to optimise time slots and minimise downtime
- Confirm appointments and handle rescheduling requests
- Maintain accurate booking records
3. Customer Retention & Follow-Up
- Encourage and assist customers to make their next appointment before leaving
- Monitor and track rebooking rates
- Send follow-up messages (e.g. post-service check-ins, reminders)
- Support customer relationship building and retention initiatives
4. Payment & Administrative Duties
- Handle billing, payments, and issuance of receipts
- Maintain accurate daily sales records
- Assist in inventory tracking and stock coordination (if required)
- Ensure cleanliness and organisation of front desk area
5. Team Coordination
- Communicate effectively with stylists regarding schedules and customer needs
- Support smooth daily salon operations
- Assist in resolving customer issues or feedback professionally
- Able to work on Public Holidays, Friday, Saturday and Sunday
Requirements
- Prior experience in customer service / front desk / retail / salon preferred
- Strong communication and interpersonal skills
- Organised, detail-oriented, and able to multitask
- Positive attitude and customer-focused mindset
- Basic computer skills (booking systems, WhatsApp, POS)
- Awareness of current social media trends (e.g. Instagram, TikTok, Xiaohongshu) and customer preferences in the beauty industry is an advantage
Key Performance Indicators (KPIs)
- Appointment booking accuracy
- Customer satisfaction and feedback
- Rebooking / retention rate
- Response time to enquiries
- Front desk operational efficiency
Incentives
Performance-based incentives may be awarded based on both individual and team performance, particularly in areas such as customer retention, service efficiency, and overall salon performance. Incentives are discretionary and subject to Management review.
