Front Desk and Guest Experience

About the role

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.

What you'll do

• Welcome and receive guests warmly and professionally
• Manage guest check-in and check-out processes
• Handle 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
• Deliver a personalized and memorable guest experience
• Understand guest preferences and provide appropriate recommendations
• Anticipate guest needs and proactively assist
• Handle guest concerns and complaints professionally and ensure appropriate resolution
• Manage guest bookings and appointments accurately

What they're looking for

• 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 (advantageous)
• 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 (advantageous)

Tools & skills