Receptionist

Role PurposeTo own the customer's first and last impression at the Traya Clinic by ensuring smooth queue and appointment flow, delivering a warm and consistent service experience, maintaining a spotless and well-managed centre, and ensuring accurate, timely data and reporting.

The Centre Receptionist is the face of the clinic and the operational anchor of the front desk.

• Key Responsibilities1. Queue & Appointment Management (25%)ResponsibilitiesManage walk-in and appointment flow.
• Check in customers and communicate accurate wait times.
• Coordinate consultation sequencing with Hair Coaches to minimize idle time and customer waiting.
• Manage peak-hour load and escalate delays to the Centre Manager.
• Success MeasuresAverage customer wait time.
• Percentage of appointments started on time.
• Zero walkouts due to waiting.
• 2. Customer Experience & Service (25%)ResponsibilitiesWelcome every customer as per Traya service standards.
• Explain the clinic journey to first-time visitors.
• Handle basic queries related to services and follow-ups.
• Capture customer feedback at exit.
• Resolve or escalate complaints on the same day.
• Success MeasuresCustomer Satisfaction (CSAT) score.
• Complaint Resolution TAT.
• Mystery Audit Score.
• 3. Centre Administration & Upkeep (15%)ResponsibilitiesOpen and close the centre as per checklist.
• Supervise housekeeping with hourly cleanliness checks of:
• Reception
• Consultation rooms
• Washrooms
• Manage consumables, stationery, and pantry inventory.
• Coordinate with vendors for maintenance and repairs.
• Ensure grooming and uniform standards are maintained at the front desk.
• Success MeasuresDaily checklist compliance.
• Cleanliness audit score.
• Zero stock-outs of consumables.
• 4. Data Management (15%)ResponsibilitiesCapture customer details, appointments, and visit outcomes accurately in the system on the same day.
• Maintain data hygiene with:
• No duplicate records
• Complete customer information
• Ensure confidentiality of customer data as per company policy.
• Success MeasuresData entry accuracy.
• Same-day data entry compliance.
• 5. MIS & Reporting (10%)ResponsibilitiesPrepare and share the Daily Centre MIS covering:
• Footfall
• Conversions
• No-shows
• Customer feedback
• Share reports by end of day.
• Highlight trends and anomalies during weekly reviews with the Centre Manager.
• Success MeasuresMIS accuracy.
• Timely reporting.
• Zero reporting escalations.
• 6. Team Backup & Floor Support (10%)ResponsibilitiesProvide operational and administrative support during staff breaks, leave, or peak business hours.
• Assist Hair Coaches with customer preparation and coordination.
• Support the Centre Manager with administrative follow-ups.
• Backup support is restricted to non-technical tasks only.
• Ensure the front desk is never left unattended during operating hours.
• Success MeasuresCentre Manager assessment during monthly review.
• Zero service disruption during staff absence.
• Role BoundariesThis role does not handle cash or payments. All collections are digital or managed by the Centre Manager.
• Backup support is limited to operational and administrative tasks only. The Receptionist will not perform activities requiring Hair Coach training, such as scalp analysis or product recommendations.
• The front desk must never remain unmanned during operating hours. Backup responsibilities may only be undertaken when reception coverage is available or during zero-footfall windows.
• Candidate ProfileEducationGraduate in any discipline.
• Experience1–3 years of experience in front-desk or customer-facing roles.
• Experience in clinics, salons, retail, or hospitality is preferred.
• LanguagesFluent in English and the local language of the centre's city.
• SystemsComfortable using Microsoft Excel, Google Sheets, and CRM/appointment management systems.
• AttributesWell-groomed and presentable as per Traya grooming standards.
• Warm, patient, and customer-centric.
• Process-oriented, disciplined, and dependable.
• Able to remain calm and composed during peak business hours.
• Working ConditionsSix-day work week aligned with centre operating hours.
• Rotational weekly off.
• Adherence to Traya's uniform and grooming standards.
• Compliance with Traya's Zero Tolerance Policy for retail centres.