Front Office Associate at Summit Recruitment and Search

Key Responsibilities:

Client Handling

• Receive and conclude all client visits while ensuring that client experience is met.
• Capture all client details on the phone such as phone number and full names on booking the client.
• Ensure that all clients fill in an indemnity form before being attended to by therapists.
• Organize and book all client appointments using the booking software.
• Ensure that all clients fill in an indemnity form before being attended to by therapists Ensure all bookings are done accurately with no double-booking cases.
• Ensure service billing is done and clients pay either before or after treatments without exception.
• Issue and record all gift vouchers.
• Issue branded receipts to clients and ensure that clients must leave with their receipts.
• Assist in other areas such as getting refreshments for the client, making sure that reception is always tidy and clean.

Communication

• Handle all incoming calls and in a professional and courteous manner.
• Coordinate and communicate all bookings and cancellations in good time to the therapists to allow timely service preparations.
• Communicate weekly offers and new products/services to clients.

Front Office

• Ensure all licenses are available and current.
• Always maintain a clean and organized front desk.
• Communicate to all clients any promotions, product/treatment launches, discounts, or service changes.
• Inform management or the branch manager of any peculiar client/local authority visitations in good time.
• Observe all requirements as per the service level agreement.

Reporting

• Manage product sales and update stock appropriately on the company’s integrated booking system
• Update daily sales reports, including coffee shop sales, in Excel or as may be required to facilitate accountability to management.
• To bring to the immediate attention of management any issues arising from a client including any complaints, suggestions or recommendations made by the clients.
• Escalate inappropriate actions or comments experienced while executing duty
• To receive and document payments accurately through the software and updating the daily report with modes of transaction used (cash, M-pesa, credit card).

Qualifications:

• Degree or Diploma in hospitality, front office, communication, or related field
• You are required to have excellent computer skills- MS Office
• You are always required to be honest and trustworthy and not to get distracted or intimated by third parties
• Experience handling multicultural clientele is required
• Excellent work ethics, professionalism, phone etiquette and communication skills.
• Always look presentable and smartly dressed
• High level of organization, multitasking and timeliness
• Experience working in a busy and fast-paced environment is highly preferred