Front Desk and Guest Experience

Responsibilities:

Front Desk & Guest Reception:

Welcome and receive guests warmly and professionally. Create a premium first impression that reflects the brand. Manage guest check-in and check-out processes efficiently. Attend to walk-in guests and provide accurate information about available services. Manage incoming calls, WhatsApp enquiries, social media enquiries, and other guest communication channels. Provide guests with accurate information regarding services, prices, packages, promotions, availability, and booking requirements. Maintain a clean, organized, and welcoming front desk environment. Ensure guests are attended to promptly and professionally.

Guest Experience:

Deliver a personalized and memorable guest experience throughout the customer journey. Understand guest preferences and provide appropriate recommendations. Anticipate guest needs and proactively assist. Build positive relationships with guests and create a welcoming atmosphere. Handle guest concerns and complaints professionally and ensure appropriate resolution. Follow up with guests after their visits where required. Collect and document guest feedback and communicate relevant insights to management. Identify opportunities to improve the overall guest experience.

Bookings & Appointment Management:

Manage guest bookings and appointments accurately. Coordinate appointments with therapists and other service providers. Confirm upcoming appointments and communicate relevant information to guests. Manage cancellations, rescheduling, and no-shows appropriately. Monitor the daily appointment schedule and support efficient utilization of available service capacity. Ensure all bookings and guest information are accurately recorded in the approved system.

Sales & Revenue Generation:

Convert enquiries and walk-in interactions into bookings. Follow up with prospective guests who have expressed interest but have not completed a booking. Recommend suitable services, packages, memberships, and products based on guest needs. Identify appropriate upselling and cross-selling opportunities. Encourage guests to explore complementary services where relevant. Promote the business's current offers, packages, memberships, and campaigns. Support guest retention and repeat bookings. Reactivate previous or inactive guests through structured follow-up. Achieve agreed individual and front desk sales targets.

Guest Relationship Management:

Maintain accurate guest records and interaction history. Develop strong relationships with regular and high-value guests. Recognize returning guests and provide a personalized experience. Support guest loyalty and retention initiatives. Encourage referrals and repeat visits. Maintain appropriate follow-up with guests after their appointments. Escalate VIP guest requirements or sensitive issues to management when necessary.

Cash & Front Desk Administration:

Receive and process guest payments in accordance with approved procedures. Issue receipts and maintain accurate payment records. Reconcile front desk transactions as required. Maintain accurate records of bookings, payments, cancellations, and outstanding balances. Ensure all front desk documentation and records are properly maintained. Follow all approved cash-handling and financial-control procedures.

Reporting & Performance:

Prepare or contribute to daily and periodic front desk reports. Track and report key performance indicators. Provide feedback to management on recurring guest needs, concerns, and opportunities.

Requirements:

Bachelor's degree or relevant qualification in Hospitality, Business Administration, Marketing, Communications, Customer Experience, or a related field. 2–3 years of experience in front desk, guest relations, customer service, hospitality, sales, retail, wellness, beauty, or a related customer-facing role. Experience working with bookings, customer enquiries, or a CRM/booking system will be an advantage. Strong verbal and written communication skills. Good computer literacy and proficiency in Microsoft Office/Google Workspace. Previous experience in a premium hospitality, wellness, beauty, or lifestyle environment is an advantage.