Customer Relations Officer - Spa

About the role

A Balance & Wellness Spa is looking for a dynamic Customer Relations Officer to oversee front desk operations, facility management and administrative duties. The role ensures an exceptional guest experience while keeping daily business running smoothly, in line with compliance and team coordination.

Key responsibilities

• Front office and guest relations: act as the first point of contact, manage multi-channel communications (phone, business WhatsApp) and the appointment scheduler, educate clients on therapies and services, drive new sales and retention, process payments and handle consent forms.
• Resolve guest feedback and complaints promptly, and handle client insurance queries and documentation.
• Ensure facility compliance through DHA/DM inspections and reporting, oversee general maintenance, AMC visits, pest and fire control, arrange vendor work permits, supervise housekeeping staff and monitor attendance.
• Manage the EMR software (adding/removing services, updating packages, managing passwords and PINs), coordinate with the EMR vendor on new services, and run daily opening and closing procedures on the scheduler.
• Maintain accurate client records, generate and distribute daily and monthly sales, finance, IT and client reports, and monitor spa inventory and supplies, raising monthly purchase orders.
• Manage staff shift rosters and vacation planning, organize team-building activities and festivals, and work with the marketing team on social media, promotions and Google reviews.

Required profile

• Bachelor's degree in a related field.
• 2-3 years of front desk experience.
• Experience in the health sector is an advantage; knowledge of Ayurveda is a plus.

The role requires a 9-hour day on staggered shifts (9:00 AM - 6:00 PM, 11:00 AM - 8:00 PM or 1:00 PM - 10:00 PM).