We are seeking a Front Desk Officer for our client in the health and wellness industry. The ideal candidate will be the first point of contact for clients, ensuring a pleasant, professional, and memorable experience from the moment they walk in or reach out. This role plays a vital part in enhancing customer satisfaction, resolving inquiries, and converting walk-ins and leads into confirmed service bookings.

KEY RESPONSIBILITIES 

• Build and maintain a customer database that captures customers from all branches – their names, phone numbers, and birthdays are very important. . 
• Resolve customer complaints quickly and efficiently. Reduce customer complaints by a minimum of 30% within the next 3 months. 
• Achieve 95% valuable and positive feedback on customer experience. Communicate issues to those concerned and ensure to complete the cycle of satisfying customer on their feedback or complaints. 
• Confirm group bookings and arrange personalized services for VIP customers and event attendees. 
• Deal efficiently and politely with all telephone, email, web, social, and ‘in-person’ enquiries. 
• Ensure that all bookings are recorded following established procedures with full and clear information and that they are inputted accurately and promptly into the system. 
• Keep customers updated on the latest products in order to increase sales, cold-calling clients in our database. 
• Expanding the customer base by up-selling and cross-selling services, when appropriate. 
• Achieve 50% referrals via mail, physical or social media. 
• Keep the front desk clean, tidy, and supplied with the necessary staples
• Perform all check-in and check-out tasks 
• Submit weekly and monthly reports to the CM on all customer issues. Also, state recommendations. 
• Create a daily floor sheet/ booking calendar detailing service booking and assign it to appropriate partners
• Have an in-depth knowledge and understanding of the operation of the business including all strategic partners service menus ensuring the ability to provide a thorough response to customer inquiries.  
• Adhere strictly to SOPs as related to your role and observe other company policies.

QUALIFICATIONS/ EXPERIENCE/ KNOWLEDG

• At least a Bachelor’s degree.
• Minimum of 3 years of hands-on experience in a Front Office role.
• Should be IT savvy and comfortable using Slack, Google Sheets, Microsoft Office, and other software to generate daily reporting on inventory, sales, customer insights, etc.
•  Must be willing to initiate tasks and perform duties without direction.
• Must have friendly and professional phone and email etiquette.
•  Must be extremely organized and have strong attention to detail.
• Must have the ability to execute quickly and effectively
• Must have a positive, can-do and joyful attitude with the ability to prioritize and multi-task within a fast-paced environment.
• Must be able to interact well with the public, can learn quickly and be a self-starter.
• Must be able to work with a wide range of personalities.