Guest Relation Executive

Job Title:

Location:

Job Purpose:

To ensure a warm and welcoming environment for all guests, manage front desk operations efficiently, and actively drive spa sales and membership conversions while maintaining a high standard of customer service and professionalism.

Key Responsibilities:

Guest Relations:

• Greet all clients in a friendly, professional, and timely manner.
  
• Understand client needs and preferences to ensure personalized service.
  
• Handle check-in and check-out procedures with accuracy.
  
• Respond to client inquiries, concerns, and feedback, ensuring prompt resolution.
  
• Maintain a clean, welcoming reception area that reflects the spa's brand and values.
  
• Manage appointment scheduling, client confirmations, and follow-ups.
  

Sales and Revenue:

• Promote spa services, therapies, packages, and retail products effectively.
  
• Convert walk-in and enquiry calls into bookings and sales.
  
• Meet or exceed assigned

  monthly sales targets

  (including service up-selling and product sales).
• Cross-sell membership packages and loyalty programs.
  
• Track and report daily sales, leads, and conversion metrics to management.
  

Customer Database & Retention:

• Maintain and update customer records in the spa software/CRM.
  
• Implement follow-up calls/emails/messages to encourage repeat visits and referrals.
  
• Actively contribute to customer retention initiatives, such as loyalty points or referral programs.
  

Operations & Coordination:

• Coordinate with therapists and housekeeping for smooth daily operations.
  
• Ensure therapists are aware of their bookings and client preferences.
  
• Support Spa Manager in inventory tracking and front-desk supplies.
  
• Maintain confidentiality and compliance with health & hygiene standards.
  

Skills & Qualifications:

• Bachelors degree or diploma in hospitality, wellness, or related field.
  
• 1–3 years of experience in guest relations/front office/sales in a spa, salon, or hotel.
  
• Excellent communication and interpersonal skills.
  
• Sales-driven mindset with a track record of meeting revenue targets.
  
• Knowledge of spa services, treatments, and wellness concepts is a plus.
  
• Proficient in using spa software or CRM systems.
  

KPIs / Performance Metrics:

• Guest satisfaction score (Google/JustDial/Customer Feedback)
  
• Monthly sales and conversion rate (walk-ins to bookings)
  
• Package & membership sales
  
• Repeat customer ratio
  
• Upsell rate (per booking)