Front Office & Client Experience Officer
Responsibilities:
Front Office & Client Reception:
Welcome and attend to clients and visitors professionally and warmly. Manage front-office operations, including client check-in and check-out. Handle incoming calls, WhatsApp messages, emails, and online inquiries promptly. Maintain a clean, organized, and professional reception environment. Respond to client concerns and inquiries with empathy, discretion, and professionalism.
Client Experience & Concierge Services
Deliver a personalized and high-quality client experience. Anticipate client needs and ensure seamless movement between consultations, treatments, and purchases. Maintain accurate client profiles, preferences, treatment history, and relevant client information. Support VIP and high-value client relationship management. Build positive client relationships that encourage trust, loyalty, and repeat visits.
Appointment & Schedule Management
Manage and coordinate client appointments and provider schedules. Confirm appointments and follow up with clients to reduce cancellations and no-shows. Coordinate with clinical teams to ensure smooth and timely client flow. Handle appointment changes and urgent scheduling requests efficiently. Identify opportunities to improve booking efficiency and schedule utilization.
Lead Management & Client Follow-Up
Respond promptly to new client inquiries and leads. Follow up with prospective clients through calls, WhatsApp, email, and CRM systems. Nurture leads from initial inquiry through consultation and treatment booking. Follow up with existing clients after treatments to ensure satisfaction and encourage repeat visits. Maintain consistent communication regarding appointments, treatment plans, promotions, and events.
Consultation & Sales Support
Support consultation processes and treatment booking. Educate clients on relevant treatments, products, and aftercare recommendations. Recommend appropriate products, treatment packages, and complementary services based on client needs. Support upselling and cross-selling initiatives. Maintain strong knowledge of the company's treatments, products, pricing, and promotions.
CRM & Reporting
Maintain accurate and up-to-date client records. Document consultations, bookings, purchases, follow-ups, and client interactions. Track relevant booking, sales, retention, and client engagement information. Prepare required weekly and monthly reports for management. Maintain strict confidentiality of client and company information.
Brand Representation & Team Collaboration
Consistently represent the company's premium brand standards in appearance, communication, conduct, and service delivery. Collaborate effectively with clinical, marketing, administrative, and management teams. Support front-office training and operational improvement initiatives. Contribute to a professional, organized, and solutions-driven work environment.
Requirements:
A minimum of 3 years' experience in a front-office, customer service, hospitality, client relations, concierge, or similar role. Excellent verbal and written communication skills. Strong interpersonal and relationship-management skills. Excellent organizational and time-management abilities. Strong attention to detail and ability to multitask. Proficiency in Microsoft Office and familiarity with CRM or client-management systems. Professional appearance and excellent personal presentation. Ability to handle clients and sensitive situations with discretion and emotional intelligence. Customer-focused and commercially aware, with an understanding of sales, upselling, and client retention. Experience in aesthetics, beauty, wellness, hospitality, healthcare, or other premium service environments is an advantage.
What We Are Looking For
The ideal candidate is:
Warm, polished, and professional. Highly organized and proactive. Emotionally intelligent and client focused. Confident in communication and relationship building. Comfortable working in a fast-paced, premium service environment. Sales-conscious without being overly transactional. Committed to delivering an exceptional client experience.
Key Performance Areas:
Performance in this role will be evaluated based on: Appointment booking and schedule utilization. Lead response and conversion. Client satisfaction and retention. Quality and timeliness of client follow-ups. CRM accuracy and documentation. Sales, upselling, and cross-selling performance. Front-office operational compliance. Professionalism and adherence to luxury service standards.