Customer Interaction & Front Desk Management
- Greet all customers with a smile upon entering Natureland outlet.
- Ensure all customers sign in using the tablet providing their NRIC number and full name before the start of any service.
- Answering phone calls for reservation in a polite and professional manner.
- Monitor and respond promptly to reservations, queries, and complaints received via email and whatsapp.
- Confirm service type and duration with customers, communicate politely without disturbing them.
- Build and maintain good customer relationships to enhance satisfaction and loyalty.
Staff, Scheduling & Operations Oversight
- Arrange and manage therapists and receptionists work schedule to ensure optimal coverage and productivity.
- Oversee and update the outlet daily schedule board, including therapists assignments and room usage.
- Assign therapist appropriately to customers and ensure full understanding of retail products and service types.
- Handle staff related issues professionally and lead the team with fairness and authority.
- Share information with therapists and receptionists promptly after each monthly management meeting.
- Ensure daily outlet operation runs smoothly, resolving disruptions proactively.
Inventory & Facility Management
- Check stock levels regularly, reorder supplies when running low.
- Ensure supplies and stock usage are accurately recorded and accounted for.
Complain Handling and Service Recovery
- Handle customer complains on-premises in a professional and calm manner.
- Take ownership of customer issues, follow up, and resolve in a timely manner.
Financial Handling
- Ensure cash sales, petty cash, and system tallies are accurate and reconciled daily.
Customer Service Excellence and Reporting
- Improve customer service experience, create engaged customers, and drive organic growth.
- Develop and implement service procedures, standards, and policies aligned with Natureland values.
- Set a clear service mission and align team strategies to achieve it.
- Maintain accurate records of service actions and conversations.
- Analyse service performance, compile outlet reports, and monitor KPIs.
Compliance and Resource Management
- Apply industries best practices to continuously improve outlet operations.
- Control outlet resources and utilise assets effectively to meet targets.
- Adhere to the approved budget, controlling expenses responsibly.
- Maintain an orderly workflow based on operational priorities and staff strengths.
