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.