Customer Relations Officer

We are seeking a dynamic professional for our Balance & Wellness Spa to oversee its front desk operations, facility management, and administrative duties. The ideal candidate will ensure exceptional guest experience while maintaining smooth daily business operations, compliance, and team coordination.Key ResponsibilitiesFront Office & Guest Relations: Serve as the first point of contact, greeting clients with positive energy. Manage multi-channel communications (phone, business WhatsApp) and the appointment scheduler. Educate clients on therapies/services, drive new sales and retention, process payments, and facilitate consent forms. Promptly resolve guest feedback/complaints and handle client insurance queries and documentation.Operations & Facility Management: Ensure facility compliance by managing DHA/DM inspections and reporting. Oversee general maintenance, AMC visits, pest/fire control, and arrange vendor work permits. Supervise housekeeping staff and monitor attendance.IT & Systems Administration: Manage the EMR software, including adding/removing services, updating packages, and managing passwords/PINs. Coordinate with the EMR vendor for new service implementations. Execute daily opening and closing procedures on the scheduler.Finance, Data & Reporting: Maintain accurate data entry and client records. Generate, manage, and distribute daily and monthly reports (sales, finance, IT, and client reports).Inventory & Procurement: Monitor spa supplies, products, and equipment inventory to maintain adequate stock levels. Raise monthly Purchase Orders (POs) and order new supplies as needed.Administrative Support: Manage staff shift rosters and vacation planning. Organize team-building activities, festival celebrations, and special occasions.Marketing Coordination: Collaborate with the marketing team to manage social media accounts, promotional offers, and Google reviews. Track and report on marketing data and client feedback.Work ScheduleThis role requires a 9-hour workday (operating on staggered shifts of 9:00 AM – 6:00 PM, 11:00 AM – 8:00 PM, or 1:00 PM – 10:00 PM).Skills & QualificationsBachelor's Degree in a related field.2-3 Years of Front Desk Experience. Health Sector would be an advantage.Knowledge in Ayurveda is a plus.