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.