Front Desk / Guest Experience Coordinator

Job Description

Role Overview

The Front Desk is the first and last point of contact at EARTH Nail Spa, serving as the face of the brand. This role is responsible for orchestrating the daily flow of the salon, managing the "Books" (scheduling), and ensuring every client receives an elevated, organized experience. The Front Desk team ensures that the salon remains pristine and that operational standards are upheld to support the service providers.

Core Responsibilities

Guest Experience Communication

• Greet every client professionally and maintain positive, brand-aligned communication.
• Manage the "Books" with precision, ensuring efficient service flow and maximizing the daily schedule.
• Handle phone inquiries, text confirmations, and emails with promptness and clarity.
• Address client concerns at check-in or check-out calmly and professionally, involving management when service recovery is required.

Operational Discipline Sanitation

• Execute daily cleaning checklists to maintain hospital-grade sanitation and brand presentation in the lobby and shared spaces.
• Monitor and maintain the cleanliness of the restroom and refreshment areas throughout the shift.
• Support the Store Manager with inventory tracking and notifying leadership of low supply levels.
• Assist Technicians by ensuring the "backbar" and supply areas remain organized.

Team Collaboration

• Act as a bridge of communication between the client and the service provider to ensure services are not rushed.
• Participate in opening and closing duties to ensure the salon is fully reset for the next day.
• Attend required training sessions to stay updated on brand standards and system (Zenoti) updates.
• Support a collaborative, non-competitive team environment through proactive assistance.

Performance Expectations

The Front Desk is evaluated on:

• Customer Service Excellence: Consistency in providing a warm, professional greeting and a seamless check-out experience for every guest.
• Scheduling Operational Flow: The ability to minimize gaps, optimize the service schedule, and proactively assess and address issues before they occur.
• Cleanliness: Strict adherence to the daily cleaning checklist and sanitation standards.
• Professionalism: Reliability, punctuality, and the ability to represent the EARTH brand integrity.

At EARTH Nail Spa, the Front Desk does not just "check people in"—you protect the reputation of the brand by ensuring the salon operates with discipline, cleanliness, and hospitality.