Front Office Executive

About the Position

Deeshan Wellness Private Limited is seeking a polished and customer-centric Front Office Executive / Receptionist to operate the front desk at Cocoon Spa in South Delhi. This role involves being the initial contact point for all guests, ensuring a welcoming and professional atmosphere while efficiently handling appointment scheduling, communication, billing, and staff attendance management.

Key Duties and Responsibilities

• Warmly welcome and professionally attend to guests, addressing their service needs and explaining spa offerings including therapies, pricing, timings, packages, and memberships.
• Maintain a calm and courteous reception environment; respond to guest inquiries and complaints tactfully, escalating serious matters to management.
• Handle incoming phone and WhatsApp communications promptly, providing accurate information and converting inquiries into confirmed bookings; follow up with potential guests as necessary.
• Manage the spa appointment calendar meticulously, coordinating schedules among guests, therapists, and management; handle changes or cancellations professionally to avoid conflicts.
• Oversee reception billing processes—prepare invoices, accept payments via approved methods, maintain accurate records, and report discrepancies immediately without issuing unauthorized discounts.
• Track daily staff attendance, recording arrival and departure times, monitoring punctuality, leaves, and coordinating therapist availability relevant to appointments.
• Manage membership plans by educating guests, processing sales, maintaining records, checking validity before services, and notifying management about renewals or sales opportunities.
• Maintain comprehensive daily reports including appointments, sales, attendance, memberships, payment collections, cancellations, no-shows, guest feedback, and other management requests.
• Ensure the reception area is clean, organized, and properly equipped with promotional materials and supplies, coordinating with housekeeping as needed.
• Follow up with guests post-visit to encourage feedback, maintain good guest relations, and support guest retention and repeat bookings.

Professional Expectations

• Exhibit politeness, respect, and a professional demeanor at all times.
• Maintain a pleasant tone, professional attire, and confidentiality regarding guest and company information.
• Avoid conflicts with guests or colleagues in view of customers and refrain from inappropriate language or unnecessary personal phone usage during work.
• Never leave the reception unattended without prior notice and maintain professional boundaries.

Required Skills and Experience

• Excellent communication skills with fluency in Hindi and English.
• Professional appearance and pleasant personality.
• Basic computer literacy including the use of WhatsApp and booking software.
• Familiarity with billing and payment procedures.
• Strong organizational and multitasking abilities, particularly during busy periods.
• Customer service orientation with prior experience in spa, salon, hotel, hospitality, or front office roles is preferred.

Working Behaviour and Performance Metrics

• Represent the Cocoon Spa brand with professionalism, courtesy, discipline, hygiene, accuracy, and confidentiality.
• Performance will be assessed on guest satisfaction, call handling, appointment and enquiry management, billing precision, attendance tracking, professional conduct, punctuality, teamwork, and support of repeat guests and memberships.

Job Details

This is a full-time position based in South Delhi reporting to the Spa Manager. Candidates should ideally have 1 to 3 years of relevant experience.