Front Office Executive

COCOON SPA

Job Description – Front Office Executive / Receptionist

Location: South Delhi

About the Role

We are looking for a professional, well-groomed and customer-focused Front Office Executive / Receptionist to manage the day-to-day front desk operations of our spa.

The person will be the first point of contact for our guests and will be responsible for creating a warm, professional and welcoming experience while efficiently managing appointments, calls, staff attendance and front-office administration.

---

Key Responsibilities

1. Guest Reception & Customer Service

- Welcome every guest warmly and professionally.

- Greet guests with a smile and maintain a positive attitude.

- Understand guest requirements and guide them regarding available therapies and services.

- Explain spa services, timings, prices, packages and memberships clearly.

- Maintain a calm and professional environment at the reception.

- Handle guest queries and complaints politely and escalate serious issues to the Manager.

- Ensure guests are attended to promptly and do not feel unattended.

2. Telephone & WhatsApp Handling

- Attend all incoming calls professionally and promptly.

- Provide accurate information about services, prices, timings and availability.

- Handle appointment enquiries and convert enquiries into bookings.

- Respond to WhatsApp enquiries and messages in a professional manner.

- Follow up with potential guests when required.

- Maintain proper communication with guests before and after appointments.

- Never argue with or speak rudely to a guest.

3. Appointment & Booking Management

- Manage all spa appointments and bookings.

- Maintain the daily appointment schedule accurately.

- Coordinate appointments between guests, therapists and management.

- Confirm appointments with guests when required.

- Handle cancellations, rescheduling and no-shows professionally.

- Avoid double-booking and ensure proper therapist availability.

- Keep the appointment system updated at all times.

- Coordinate online bookings received through booking platforms.

4. Reception & Billing

- Manage the reception desk throughout the shift.

- Prepare bills and collect payments through approved payment methods.

- Maintain accurate cash, UPI/card and other payment records.

- Issue receipts/invoices as required.

- Ensure all services provided are properly entered into the billing system.

- Never provide unauthorized discounts or complimentary services.

- Report any billing discrepancy immediately to the Manager.

5. Staff Attendance & Coordination

- Maintain daily staff attendance records.

- Record staff arrival and departure times accurately.

- Monitor late coming and early leaving as per company policy.

- Maintain weekly-off and leave records.

- Inform the Manager about absenteeism, late coming or staffing shortages.

- Coordinate therapist availability according to appointments.

- Ensure the front desk always knows which therapists are available, busy or on break.

6. Membership Management

- Explain membership plans to interested guests.

- Process membership sales according to company rules.

- Maintain proper membership records.

- Check membership validity and remaining sessions before service.

- Inform management about membership renewals and potential opportunities.

- Never make unauthorized changes to membership terms.

7. Daily Reports & Records

Maintain and update:

- Daily appointment report

- Daily sales/revenue report

- Staff attendance

- Membership sales

- Membership usage

- Cash/UPI/card collection

- Cancellation and no-show records

- Guest feedback and complaints

- Other reports requested by management

8. Reception Area Management

- Keep the reception area clean, organized and presentable.

- Ensure menus, price lists and promotional material are properly displayed.

- Maintain adequate stationery and reception supplies.

- Ensure music, lighting and ambience are appropriate.

- Coordinate with housekeeping whenever cleaning is required.

9. Guest Follow-Up

- Follow up with guests when required after their visit.

- Encourage genuine guest feedback.

- Inform management about important feedback or complaints.

- Assist in maintaining good relationships with regular guests.

- Support guest retention and repeat bookings.

---

Professional Standards

The Front Office Executive must:

- Always remain polite, respectful and professional.

- Maintain a pleasant tone of voice.

- Be well-groomed and wear the prescribed uniform.

- Maintain confidentiality of guest and company information.

- Never discuss guest information with outsiders.

- Never argue with guests or colleagues in front of customers.

- Never use inappropriate language at the reception.

- Avoid unnecessary personal phone use during working hours.

- Never leave the reception unattended without informing the responsible person.

- Maintain professional boundaries with all guests.

---

Important Responsibilities

The Front Office Executive is responsible for ensuring:

Every call is answered.

Every enquiry is properly handled.

Every appointment is recorded correctly.

Every guest is welcomed professionally.

Every payment is recorded accurately.

Every staff attendance entry is maintained properly.

Every complaint is communicated to management.

---

Skills Required

- Good communication skills.

- Pleasant personality and professional appearance.

- Basic computer knowledge.

- Ability to use WhatsApp and booking software.

- Basic billing and payment handling knowledge.

- Good organizational skills.

- Ability to multitask during busy hours.

- Customer-service oriented approach.

- Ability to communicate in Hindi and English.

- Previous experience in spa, salon, hotel, hospitality or front-office operations will be preferred.

---

Working Behaviour

The Front Office Executive represents the Cocoon Spa brand at the reception.

Therefore, the employee is expected to maintain:

Professionalism + Courtesy + Discipline + Hygiene + Accuracy + Confidentiality

at all times.

Reporting To

Spa Manager / Management

Job Type

Full-time

Location

South Delhi

Experience

1–3 years preferred in Spa / Salon / Hotel / Hospitality / Front Office

Performance will be evaluated on:

- Guest experience

- Call handling

- Appointment management

- Enquiry conversion

- Accuracy of billing and records

- Attendance management

- Professional behaviour

- Discipline and punctuality

- Team coordination

- Repeat guest and membership support