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.