Saint Serene | Hawthorn, Melbourne

Please attach a professional photo on your résumé and read the carefully before applying. Saint Serene is looking for an exceptional Client Experience & Front of House Coordinator to become a key part of our growing team.

This is not a traditional receptionist position.

If you are looking for a quiet role where you sit behind a front desk, answer the occasional phone call and wait for the day to pass, this will not be the right setting for you.

Saint Serene is fast-paced, highly detailed and constantly moving.

We are looking for someone who thrives under pressure, notices what needs to be done before being asked, takes enormous pride in the client experience and wants to grow with a business long-term.

YOUR ROLE

You will be responsible for helping the clinic run seamlessly from the moment the doors open until the final client leaves.

Your responsibilities will include

- Greeting and welcoming every client into Saint Serene
- Providing an exceptional, personalised front-of-house experience
- Preparing client beverages to our hospitality standard
- Completing beverage and service training
- Preparing treatment rooms before appointments
- Resetting, cleaning and presenting rooms perfectly between clients
- Supporting clinicians with anything required throughout the day
- Maintaining the presentation and cleanliness of the clinic
- Completing opening and closing procedures
- General cleaning and operational duties
- Managing multiple staff members’ schedules and client books
- Working across Phorest, Calendly and other booking systems
- Ensuring appointments entered through Calendly are immediately transferred and correctly recorded in Phorest
- Monitoring incoming enquiries and new bookings
- Sending personalised appointment-confirmation videos to new clients
- Following up clients via SMS
- Managing appointment confirmations and communication at key intervals including 48 hours, 24 hours and 2 hours prior to appointments
- Following up cancellations, rescheduling requests and booking changes
- Maintaining accurate client information and appointment records
- Assisting with daily social media
- Posting Instagram Stories
- Filming treatment, model and behind-the-scenes content
- Editing short-form content using CapCut
- Assisting with other reasonable duties required to support clinicians and clinic operations

As Saint Serene expands, you will be expected to confidently manage the schedules, clients and requirements of multiple clinicians simultaneously.

THIS ROLE MOVES FAST

There will be times when the phone is ringing, a client has arrived, another client requires a beverage, a treatment room needs to be reset, an online booking has just come through and a clinician needs assistance all at once. You need to be someone who can remain calm, warm and highly organised while moving quickly.

You should naturally think





What needs to happen next?

Rather than waiting to be told.

Attention to detail is extremely important.

We expect the same level of care to be given to a confirmation text, the placement of a client beverage, the presentation of a treatment room and the way a client is greeted.

WHO WE ARE LOOKING FOR

You will thrive at Saint Serene if you are:

- Highly organised
- Extremely proactive
- Warm and personable
- Polished and professional
- Excellent at communicating
- Confident speaking with clients
- Comfortable working in a fast-paced environment
- Able to manage several priorities simultaneously
- Technologically confident
- Comfortable learning multiple software platforms
- Social-media savvy
- Familiar with CapCut or willing to learn quickly
- Detail obsessed
- Reliable and punctual
- Coachable
- Open to receiving feedback
- Confident giving constructive feedback
- Accountable for your responsibilities
- Honest
- Trustworthy
- Someone who operates with integrity even when nobody is watching

Experience in luxury hospitality, medical aesthetics, skin clinics, premium retail, concierge, administration or high-end customer service will be highly regarded.

OUR CULTURE

Saint Serene operates with a spirit of excellence. We don’t believe excellence happens accidentally. It comes from training, communication, accountability and continuously improving the standard.

We believe in principles over unnecessary bureaucracy.

You will have clear responsibilities, clear expectations and measurable goals so you understand exactly what success looks like.

New team members will be given structured 30-, 60- and 90-day expectations rather than being left to figure the role out themselves.

We will also teach you the smaller, often unspoken standards that make the Saint Serene experience different, how we communicate, how we present ourselves, how we care for clients and how we support one another.

TRAINING & DEVELOPMENT

Saint Serene operates six days per week, Monday to Friday, 11:00am–6:00pm Saturdays 11am - 5pm,with staff rostered according to business requirements. Team members rostered for clinic opening will commence prior to doors opening at 9:30am

This time isn’t simply about preparing the clinic.

It is dedicated to

- Preparing the environment for the day
- Team connection
- Training
- Skill development
- Role-playing
- Sales education
- Training
- Client experience training
- Reviewing standards and expectations




- Preparing the team to deliver an exceptional day

We want our team continually learning rather than becoming comfortable doing things simply because that’s how they’ve always been done.

FEEDBACK GOES BOTH WAYS

Being coachable is essential. You will receive regular feedback because we want you to become exceptional at what you do.

But feedback at Saint Serene is not one-directional.

We expect you to tell us when something could work better, when you require more training, when you need additional support or when you believe we could improve something within the business.

There will be regular check-ins and fortnightly performance and development meetings where we review:

- Your performance
- Progress against expectations
- Areas requiring further training
- Your professional development
- What support you need from us
- Feedback for leadership
- Your goals within Saint Serene

We also care deeply about creating a workplace where our team feels supported. Life does not always remain outside the clinic doors. If one of our team members is going through a difficult period, we want communication and support rather than silence.

We expect a lot from our people, and in return we believe they deserve leadership that invests in them.

ACCOUNTABILITY

Everyone at Saint Serene has responsibilities they own. We believe in recognising people who demonstrate both skill and the right attitude.

Someone who has the right attitude but needs further development will be coached.

Someone who performs exceptionally and consistently demonstrates our values will be recognised, rewarded and given opportunities to progress.

Integrity, attitude, accountability and how you contribute to the culture of the team matter just as much as technical ability.

LONG-TERM CAREER OPPORTUNITY

We are specifically looking for someone who wants long-term employment and career progression, not simply another short-term receptionist position. Saint Serene is expanding, and as the business grows there will be opportunities for our strongest team members to move into more senior roles.

Potential pathways may include

- Senior Front of House
- Client Experience Management
- Clinic Operations
- Team Leadership
- Client Consultation
- Sales roles

For team members interested in progressing into sales, there will also be opportunities to move into positions with uncapped commission for the sale of skincare, treatment programs and treatment packages. We would prefer to promote exceptional people from within the business wherever possible.

EMPLOYMENT STRUCTURE

The position will initially commence on a casual basis, with performance, cultural fit and long-term suitability assessed during the first six months. For the right team member, there will be opportunities to progress into an ongoing part-time or full-time position as the role and business expand.

📌 Receptionist/ All Rounder (Hawthorn)
🏢 Saint Serene
📍 Hawthorn