Guest Relationship Executive (GRE)
Location: Pachouli, Dehradun
Department: Front Office / Guest Experience
Reporting To: Clinic Manager / Centre Head
Employment Type: Full-Time
1. Position Overview
The Guest Relationship Executive (GRE) is responsible for delivering an exceptional guest experience, managing front desk operations, optimizing appointment flow, and supporting revenue generation at Pachouli, Dehradun. The role serves as the first point of contact for all clients and plays a key role in brand representation, customer satisfaction, and business growth.
The GRE ensures smooth coordination between guests and clinical/therapy teams while maintaining high standards of professionalism, hospitality, and operational efficiency.
2. Working Hours & Schedule
- Working Days: 6 days per week
- Weekly Off: 1 rotational weekday off
- Shift Duration: 9 hours per day (including breaks)
- Shift Timing: Rotational shifts between clinic operating hours (as per business requirement)
- Breaks: As per operational schedule (meal and short breaks included within shift planning)
3. Key Responsibilities (KRAs)A. Guest Experience & Service Excellence
- Deliver a premium, warm, and personalized guest experience at all times.
- Greet and assist all clients in a professional and courteous manner.
- Ensure smooth guest flow and minimal waiting time.
- Handle guest concerns with empathy and ensure timely resolution.
- Maintain high Guest Satisfaction Scores (GSS).
B. Appointment & Schedule Management
- Manage appointment booking, confirmations, rescheduling, and cancellations.
- Optimize doctor/therapist schedules for maximum utilization.
- Ensure timely reminders to reduce no-shows.
- Coordinate effectively to maintain smooth patient flow.
C. Revenue & Business Support
- Support achievement of monthly revenue targets through consultation bookings.
- Promote treatment packages, memberships, and service upgrades.
- Support upselling of skincare, slimming, and aesthetic services/products.
- Encourage repeat visits and referrals through relationship building.
D. Front Office Operations
- Handle reception desk operations as per SOPs.
- Manage client registration, documentation, billing, and data entry.
- Ensure accuracy in all transaction records and daily reports.
- Maintain professional reception area standards.
E. Client Relationship Management
- Build strong relationships with clients to improve retention.
- Conduct follow-ups for pending treatments and inactive clients.
- Maintain accurate and confidential client database (CRM).
- Ensure personalized communication for improved engagement.
F. Financial & Cash Handling
- Handle billing, payment collection, and reconciliation accurately.
- Ensure zero discrepancy in cash, card, and digital transactions.
- Maintain proper receipts and supporting documents.
- Assist in daily closing and audit processes.
G. Coordination with Internal Teams
- Coordinate with dermatology, aesthetic, slimming, and therapy teams.
- Ensure smooth communication between clients and service providers.
- Escalate operational issues to management promptly.
- Support seamless end-to-end guest journey.
H. Compliance & Quality Standards
- Follow all SOPs, confidentiality, and clinic policies strictly.
- Maintain hygiene, safety, and premium service standards.
- Support implementation of operational improvements.
- Ensure compliance with internal audit requirements.
I. Administration & Inventory
- Manage reception documentation and filing system.
- Monitor front office inventory (stationery and guest supplies).
- Ensure reception and waiting area reflect brand aesthetics.
- Support cleanliness and ambience maintenance.
J. Professional Development
- Participate in training and performance review programs.
- Continuously improve communication and customer handling skills.
- Uphold Pachouli brand values and professionalism.
- Demonstrate proactive learning and ownership mindset.
4. Key Performance Indicators (KPIs)
- Guest Satisfaction Score (GSS)
- Appointment Conversion Rate
- Consultation Booking Achievement
- Revenue Contribution (Services + Packages + Products)
- Client Retention & Repeat Visit Rate
- No-Show Reduction Rate
- Upselling & Cross-selling Performance
- Billing & Cash Reconciliation Accuracy
- Complaint Resolution TAT
- CRM/Data Accuracy & Compliance Score
5. Skills & Competencies Required
- Excellent communication and interpersonal skills
- Strong customer service orientation
- Basic sales and persuasion ability
- Good computer/CRM handling skills
- Professional grooming and etiquette
- Ability to multitask in a fast-paced environment
- Problem-solving and conflict-handling skills
6. Educational Qualification & Experience
- Graduate in any discipline (preferred)
- 1–3 years experience in hospitality, clinic, spa, salon, or retail front office (preferred)
- Freshers with strong communication skills may also apply
7. Work Environment
- Premium wellness/dermatology/aesthetic clinic environment
- Client-facing, high-interaction role
- Fast-paced and service-oriented setting
- Performance-driven culture with growth opportunities
Job Type: Full-time
Pay: ₹26,000.00 - ₹30,000.00 per month
Benefits:
Ability to commute/relocate:
- Dehra Dun, Uttarakhand: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person
