Front Desk & Guest Experience Specialist

About the role

The Front Desk & Guest Experience Specialist will be the first point of contact for guests, creating a welcoming atmosphere and ensuring smooth interactions throughout their stay. This full‑time position combines reception duties with proactive guest service and sales support in a hospitality environment.

Key responsibilities

• Greet guests warmly, manage check‑in and check‑out processes efficiently.
• Handle walk‑in enquiries and provide accurate information on services, prices, packages and promotions.
• Respond to incoming calls, WhatsApp and social media messages, ensuring prompt and professional communication.
• Maintain a clean, organized front‑desk area and keep guest records up to date in the approved system.
• Deliver personalized guest experiences, anticipate needs, and resolve concerns or complaints.
• Collect and document guest feedback, sharing insights with management.
• Manage bookings and appointments, coordinate with therapists and service providers, and handle cancellations or rescheduling.
• Monitor daily appointment schedules to optimise service capacity.
• Convert enquiries into bookings, upsell relevant services, packages and memberships.
• Promote current offers, support guest retention and reactivate inactive guests.
• Achieve individual and front‑desk sales targets.

Required profile

• Entry‑level candidate with up to two years of experience in hospitality or customer‑service roles.
• Excellent verbal communication and interpersonal skills.
• Strong attention to detail and ability to manage multiple communication channels.
• Friendly, professional demeanor with a focus on delivering memorable guest experiences.

Required skills