Guest Relations Executive-SHIC Facial Co.
Role Purpose
To deliver a warm, skilled, and seamless experience for every customer from first contact
through post-visit follow-up, while supporting appointment scheduling, billing coordination, and
workflow at SHIC Facial Co.
Key Responsibilities
Guest Experience & Front Desk
Greet customers on arrival, verify appointments.
Handle walk-ins, rescheduling, and cancellations as per the policy.
Maintain a calm, welcoming front-desk environment aligned with the brand and service
standards.
Appointment & Schedule Management
Schedule, confirm, and reconfirm appointments via phone, WhatsApp, email, and in-person.
Coordinate with the Manager and therapists to optimize slot utilization and minimize wait
times.
Send pre-appointment instructions (e.g., pre-care) and post-visit follow-ups.
Calling Leads
Communication & Coordination
Act as the primary point of contact for customer queries about treatments, pricing, packages,
and offers.
Liaise with the Manager and therapists to ensure smooth customer flow and accurate
information.
Escalate customer concerns or complaints promptly to the Manager and ensure timely
resolution.




Billing & Documentation Support
Generate estimates, invoices, and receipts in coordination with the Manager.
Maintain accurate customer records in the studio management software/CRM (demographics,
consent forms, treatment history as permitted).
Ensure data privacy and confidentiality of customer information.
Sales & Retention Support
Explain treatment packages, memberships, and ongoing offers accurately (without
overpromising).
Support conversion of inquiries into bookings through effective communication and follow-
up.
Encourage reviews, referrals, and repeat visits as per protocols.
Operations & Compliance
Maintain front-desk logs, daily MIS, and appointment reports.
Ensure adherence to infection control, hygiene, and safety norms in the customer-facing areas.
Follow all policies on consent, documentation, and code of conduct.
Required Qualifications
Graduate in any discipline (Hospitality, Healthcare Management, or skin clinic-related field
preferred).
13 years of experience in front office/guest relations, preferably in wellness and hospitality
industry.

📌 Guest Relations Executive/Asst. Clinic Manager (Mumbai)
🏢 Shic Wellness
📍 Mumbai