Frontdesk (Guest Experience Coordinator)

Responsibilities:

Guest Experience & Front Desk Operations

• Welcome and attend to spa guests with warmth, professionalism, and care.

• Manage appointment bookings, rescheduling, and cancellations via online systems, WhatsApp, calls, and walk-ins.

• Perform client check-in and check-out processes, including accurate payment handling and daily sales recording.

• Oversee opening and closing duties of the spa.

• Promote massage packages and retail products to meet individual and team sales targets.

• Maintain a clean, organized, and inviting reception area.

• Handle guest complaints or concerns professionally and promptly.

• Gather and log guest feedback to enhance the overall spa experience.

Communication & Coordination

• Coordinate daily with spa therapists and management to ensure smooth service flow.

• Create and update therapist rosters and massage sequences.

• Reply to client messages, reviews, and comments on social media platforms.

• Support marketing efforts by sharing promotions and updates with clients.

• Reach out to content creators and media partners for potential collaborations.

• Arrange and coordinate complementary treatments for influencers, celebrities or media.

• Prepare the spa team for content sessions.

  
  

Admin & Inventory Support

• Assist with administrative tasks such as sales reports and client records.

• Monitor and restock spa inventory, liaising with senior therapists to ensure stock levels are maintained.

• Pack and ship parcels when needed.

• Ensure compliance with all internal SOPs.

• Take on additional tasks as directed by the management team.

Requirements:

• Minimum SPM; Diploma in Hospitality, Tourism, or related field is an advantage.

• 1–2 years experience in customer service, front desk, or administrative roles preferred.

• Strong communication skills in Bahasa Malaysia and English.

• Confident with online booking software such as Fresha, WhatsApp Business, and basic social media interactions.

• Comfortable using Google tools such as Sheets, Drive, and Meet.

• Friendly, punctual, reliable, and committed with a high standard of professionalism.

• Strong organizational skills with attention to detail and problem-solving abilities.

• Able to work independently and as part of a team.

• Comfortable appearing in social media video content as part of brand engagement.

Benefits:

• Free lunch once a week

• Free massage monthly

• Discounts on spa services and products.

• Career growth opportunities within the spa.

• 1x off day on your birthday + birthday gift

• Annual leaves