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Job Description – Front Office: Reservations & Wellness Concierge Location: Mumbai Department: Front Office / Guest Experience Reports To: Center Manager / Operations Head How to Apply Interested candidates can share their CV via: WhatsApp: Email: Compensation CTC: Up to ₹6 LPA (based on experience and performance) Job Summary We are seeking a dynamic and customer-focused professional for the role of Front Office – Reservations & Wellness Concierge. This role is responsible for delivering an exceptional guest experience by managing reservations, handling enquiries, coordinating guest flow, and driving upselling opportunities. The ideal candidate will have experience with reservation management systems such as Opera, Zenoti, or similar platforms, along with strong communication and customer service skills. Key Responsibilities 1. Reservations & Guest Experience Manage end-to-end booking process including appointments, scheduling, and confirmations Handle billing, invoicing, and payment collection accurately Ensure smooth guest flow and minimize waiting time Deliver personalized guest experience aligned with brand standards Drive upselling of services, packages, and memberships 2. Enquiries & Lead Management Handle all incoming enquiries via calls, walk-ins, WhatsApp, and social media (including Instagram DMs and ad leads) Maintain detailed logs of all enquiries and leads Conduct timely follow-ups to convert leads into confirmed bookings Coordinate with marketing and operations teams for campaign leads 3. Front Office Operations Manage reception area and ensure a welcoming environment for guests Coordinate with therapists/consultants to ensure smooth service delivery Maintain appointment schedules and optimize resource utilization Handle guest concerns and ensure quick resolution 4. System Management Operate and manage reservation systems such as Opera, Zenoti, or similar software Maintain accurate data entry of bookings, guest profiles, and transactions Generate reports related to bookings, revenue, and guest trends 5. Sales & Upselling Promote services, packages, and memberships to enhance revenue Achieve individual and team sales targets Identify opportunities to enhance customer lifetime value Key Requirements Education Graduate in any discipline (Hospitality preferred) Experience 2–6 years of experience in front office, reservations, or guest relations Experience in wellness, hospitality, luxury retail, or clinic/spa setups preferred Hands-on experience with Opera, Zenoti, or any reservation management system Skills & Competencies Excellent communication and interpersonal skills Strong customer service and guest handling ability Sales and upselling orientation Good organizational and multitasking skills Tech-savvy with reservation systems and MS Office Ability to manage high-pressure, fast-paced environments Key Performance Indicators (KPIs) Booking conversion rate Guest satisfaction scores Revenue from upselling and memberships Response and follow-up turnaround time Accuracy in billing and system entries