Front Office & Client Experience Officer

About the role

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.

What you'll do

• 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
• 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

What they're looking for

• 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

Tools & skills