Role & responsibilities

1. Customer Management

1. Single touch point for recent and existing customers

- Welcome call after new registrations, get finer info and enter in CRE Tracker
- Appointment booking help
- Appointment reminder 1 day before appointment
- Meet and greet on day of appointment (hand over to someone else 1 day before if not visiting in your duty hours)
- Facility tour on 1st or 2nd visit
- After second scan or 4th visit, explain packages
- In 5th and 6th month, encourage bookings by explaining benefits of early bookings
- If not booked by 7th month, offer nutrition workshop
- If not booked by 8th month, offer physiotherapy session
- In final month, offer post-natal freebies + reduce hassle by booking

1. If the customer has booked

- Call up next day to fix slots for ANC, baby shower (if applicable), nutrition and all applicable sessions as per package
- Follow up on each individual session after the session like nutrition and physiotherapy
- Friendly call in 9th month to check in and also brief on what to buy”. Can be clubbed with second last consultation.

1. Delivery and discharge

- Meet and greet when customer has checked in
- Call 2 days after discharge – offer care at home

1. Engagement Workshops – group sessions

- ANC
- Baby Shower
- Group nutrition workshop
- Group physiotherapy/yoga session
- MBA workshop

1. Ongoing engagement activities





- 1st birthday card

2. Sales

- Daily Bed Booking Target Achievement for future
- Service to all customer booked for packages
- Specific focus on sales for Feb march & April

3. Team management

1. Managing the group of GRE’s allotted to you

- Responsible for mentoring ,coaching, growth, Up gradation of skills

1. Setting correct processes within the team

- SOP Adherence

1. Doing regular meetings and updates

- Daily Briefing to team & with Lobby Manager

1. Meeting targets set for the team

- Daily target Vs achievement

4. Reporting and Data management

1. Timeliness and completeness of reports
2. Accuracy of data
3. Follow-ups and closures

Reports to be managed:

1. Enquiries tracker
2. New registrations tracker – complete customer lifecycle
3. Monthly event tracker for

- ANC
- Baby Shower
- MBA

1. 1st birthday wish tracker – main tracker to be maintained by PRO and delegated to CRE’s
2. Daily SMS reporting to Lobby Mgr. for Target Vs. Achievement

5. Workshops – group sessions Coordination Process for Walk-in enquiries/calls

1. Welcoming the Guest at Entrance
2. Escorting the guest to Reception help desk

- For New Appointment /Rescheduling/Enquiry

1. Package Explanation
2. Coordination with OP GRE
3. Coordination with Lab/ pharma /Scan
4. Coordination for Billing

📌 Front Office Executive (Mumbai)
🏢 The Kids Clinic
📍 Mumbai