Front Desk Receptionist
Location: Pachouli – Model Town
Department: Front Office / Guest Experience
Reporting To: Clinic Manager / Centre Head
Employment Type: Full-Time
Position Overview
The Front Desk Receptionist is responsible for creating an exceptional first impression and delivering a premium guest experience at Pachouli. The role involves managing front office operations, appointment scheduling, billing coordination, client relationship management, and supporting clinic revenue generation through effective communication and service excellence.
The Front Desk Receptionist serves as the first point of contact for all guests and plays a vital role in maintaining Pachouli's brand image, client satisfaction, and operational efficiency.
Working Schedule
- Working Days: 6 Days per Week
- Weekly Off: 1 Rotational Weekday Off
- Shift Duration: 9 Hours (Including Breaks)
- Shift Timing: As per Clinic Operational Requirements
Key Responsibilities (KRAs)
1. Guest Experience & Customer Service
- Welcome and assist all guests in a warm, professional, and courteous manner.
- Ensure a seamless and personalized guest experience.
- Manage guest inquiries, concerns, and feedback effectively.
- Maintain high levels of client satisfaction and retention.
- Ensure premium hospitality standards are consistently delivered.
2. Appointment & Schedule Management
- Manage consultation and treatment appointments.
- Coordinate schedules of doctors, therapists, and consultants.
- Conduct appointment confirmations and reminder calls.
- Minimize no-shows and optimize appointment utilization.
- Ensure smooth patient flow throughout the day.
3. Revenue & Sales Support
- Support achievement of monthly clinic revenue targets.
- Promote consultations, treatment packages, memberships, and retail products.
- Generate repeat bookings through effective client engagement.
- Encourage referrals and client retention initiatives.
- Assist in cross-selling and upselling clinic services.
4. Front Office Operations
- Manage reception activities as per company SOPs.
- Handle client registration, documentation, and record maintenance.
- Maintain accurate client information in CRM systems.
- Ensure reception and waiting areas remain organized and presentable.
- Prepare daily operational reports as required.
5. Billing & Cash Handling
- Generate bills and collect payments accurately.
- Handle cash, card, UPI, and other digital transactions.
- Ensure zero discrepancy in daily cash reconciliation.
- Maintain proper payment records and receipts.
- Support daily closing procedures and audits.
6. Client Relationship Management
- Build long-term relationships with clients.
- Conduct treatment follow-ups and inactive client reactivation calls.
- Maintain confidentiality of client records.
- Ensure timely communication regarding appointments and offers.
7. Team Coordination
- Coordinate effectively with doctors, therapists, counsellors, and clinic staff.
- Facilitate smooth communication between guests and service providers.
- Escalate operational issues to management when required.
- Support seamless clinic operations and guest journey.
8. Compliance & Quality Standards
- Follow all company policies, SOPs, and confidentiality guidelines.
- Maintain hygiene, safety, and service quality standards.
- Support internal audits and compliance requirements.
- Ensure adherence to clinic operational protocols.
9. Administration & Inventory Support
- Maintain front office records and documentation.
- Monitor reception supplies and stationery inventory.
- Ensure reception ambience aligns with Pachouli brand standards.
- Support cleanliness and upkeep of guest-facing areas.
10. Learning & Professional Development
- Participate in training programs and performance reviews.
- Continuously improve communication, sales, and customer service skills.
- Demonstrate professionalism, accountability, and ownership.
Key Performance Indicators (KPIs)
- Guest Satisfaction Score (GSS)
- Appointment Booking & Conversion Rate
- Consultation Achievement
- Revenue Contribution
- Upselling & Cross-Selling Performance
- Client Retention Rate
- Repeat Visit Ratio
- No-Show Reduction Rate
- Billing Accuracy
- Cash Reconciliation Accuracy
- Complaint Resolution Turnaround Time (TAT)
- CRM Data Accuracy & Compliance Score
Skills & Competencies
- Excellent Communication Skills
- Strong Customer Service Orientation
- Sales & Persuasion Ability
- Computer & CRM Proficiency
- Professional Grooming & Etiquette
- Multitasking Capability
- Problem-Solving Skills
- Conflict Resolution & Client Handling
- Team Coordination & Time Management
Educational Qualification & Experience
- Graduate in Any Discipline (Preferred)
- 1–3 Years of Experience in Clinic, Hospitality, Spa, Salon, Wellness, Healthcare, Retail, or Front Office Operations
- Freshers with Excellent Communication and Customer Service Skills may also apply
Work Environment
- Premium Aesthetic, Dermatology & Wellness Clinic
- Client-Facing and Service-Oriented Role
- Fast-Paced and Performance-Driven Environment
- Growth and Learning Opportunities within the Organization.
Pay: ₹22,000.00 - ₹26,000.00 per month
Benefits:
Work Location: In person
