GUEST RELATIONS OFFICER

Job Scope - Guest Relations Officer

Key Responsibilities

• Welcome clients warmly and provide a professional first impression of the Company.
• Meet clients at the designated MRT station or agreed meeting point and escort them safely to the outlet.
• Contact clients prior to their appointment to confirm arrival time and provide directions where necessary.
• Assist clients with wayfinding and ensure they arrive at the outlet in a timely manner.
• Provide basic information about the Company's services, promotions, and facilities when required.
• Ensure a smooth and pleasant customer experience from arrival until handover to the outlet team.
• Coordinate closely with outlet staff regarding client arrivals, appointments, and any special requests.
• Monitor appointment schedules and promptly communicate any delays or changes to the outlet.
• Assist with customer registration, queue management, and appointment coordination when required.
• Handle customer enquiries professionally and escalate complaints or service issues to the appropriate personnel.
• Support outlet operations during non-peak periods, including administrative or customer service duties as assigned.
• Maintain a neat, professional appearance and uphold the Company's customer service standards at all times.
• Comply with all Company policies, procedures, and workplace safety requirements.
• Perform any other duties and responsibilities assigned by Management from time to time.

Requirements

• Good communication and interpersonal skills.
• Friendly, approachable, and customer-oriented.
• Able to walk between MRT stations and outlets as required.
• Punctual, reliable, and well-groomed.
• Able to work weekends, public holidays, and on a rotating schedule if required.
• Prior experience in customer service, hospitality, retail, or the wellness industry is preferred but not essential.

岗位职责

• 热情欢迎顾客,树立公司专业及友善的第一印象。
• 在指定的地铁站(MRT)或约定地点迎接顾客,并陪同顾客步行前往门店。
• 在顾客预约前主动联系顾客,确认抵达时间,并提供.线指引。
• 协助顾客顺利抵达门店,确保顾客准时赴约。
• 根据需要向顾客介绍公司的服务、疗程、促销活动及门店设施。
• 确保顾客从抵达至交接给门店团队期间,享有顺畅及愉快的服务体验。
• 与门店员工保持良好沟通,协调顾客到店时间、预约安排及特殊需求。
• 留意预约时间,如有延误或变更,及时通知相关门店人员。
• 根据需要协助顾客登记、排队管理及预约协调工作。
• 以专业态度处理顾客咨询,并将投诉或服务问题及时汇报给相关主管。
• 在非繁忙时段协助门店处理顾客服务或行政相关工作。
• 保持整洁专业的仪容仪表,并遵守公司的客户服务标准。
• 遵守公司政策、工作流程及安全规定。
• 完成管理层安排的其他相关工作。

职位要求

• 具备良好的沟通及人际交往能力。
• 性格亲切、有礼貌,具备良好的客户服务意识。
• 能够根据工作需要步行往返地铁站(MRT)与门店之间接送顾客。
• 守时、责任心强,仪容整洁得体。
• 能够配合轮班、周末及公共假期工作(如有需要)。
• 具有客户服务、酒店、零售、美容或养生行业相关经验者优先,无经验者亦欢迎申请。