Client Success Executive/Hostess at Fanisi HR Solutions

• Our client, a luxurious spa based in Nairobi, is looking for an energetic and service-oriented Client Success Executive/Hostess to join their team. The ideal candidate will be responsible for ensuring an exceptional client experience from the moment clients arrive at the spa through to their departure. You will be the key liaison between clients, therapists, and the team, ensuring seamless service delivery and client satisfaction.

Key Duties and Responsibilities:

• Be the first point of contact, ensuring clients feel comfortable and valued.
• Guide clients to their waiting areas, offer refreshments, and accompany them to their scheduled service stations.
• Handle inquiries  and manage client bookings and confirmations via phone, WhatsApp, and social media.
• Build strong relationships to encourage client retention, promote services, and convert inquiries into bookings.
• Oversee scheduling, rescheduling, and cancellations, ensuring a smooth client flow.
• Share information about new services, promotions, and aftercare products.
• Work closely with therapists, front desk, and housekeeping to ensure service excellence.
• Contribute to marketing efforts by promoting services and products on social media.

Required Specifications:

• 1-2 years of experience in customer service, hospitality, or call centers, preferably in a spa setting.
• Excellent verbal and written communication skills.
• Friendly, approachable, and able to manage client inquiries professionally.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Strong organizational skills and the ability to multitask.
• Proficiency in computer applications, including spa systems and social media platforms.