Front Office / Customer Relationship Officer (CRO)
Key Responsibilities
1. Guest Handling & Reception
Welcome guests with a warm and professional attitude.
Provide complete spa menu guidance and explain available therapies, packages, and offers.
Manage walk-ins and guide guests through check-in and check-out procedures.
Maintain a clean, calm and premium reception ambiance.
2. Appointment & Schedule Management
Manage bookings via phone, WhatsApp, website & walk-ins.
Allocate masseuses based on availability and operational guidelines.
Ensure appointment timelines are managed efficiently.
Coordinate with therapists for smooth service flow.
3. Customer Relationship Management
Build rapport with customers to encourage repeat visits.
Inform customers about special offers, tele-caller benefits, or membership plans.
Handle customer questions professionally (e.g., therapist queries, service procedures, etc.).
Ensure customer satisfaction and collect feedback after sessions.
4. Telecalling & Follow-Up
Call old customers to invite them for repeat visits and explain special revisit rates.
Follow up on pending appointments or rescheduling.
Maintain call logs and conversion reports.
5. Billing & Payments
Handle billing through POS / software.
Ensure accuracy in package price, taxes, discounts, and telecaller offers.
Maintain daily cash, UPI, and card payment reports.
6. Coordination & Operations
Liaise with housekeeping for room readiness.
Coordinate with therapists to avoid wait times.
Support the manager in maintaining service standards.
7. Compliance & Professional Standards
Follow Mazaya's professional and family-friendly guidelines.
Ensure rules are followed:
-- No sharing of therapist photos
-- No choosing therapists
-- Maintain privacy and safety of customers
Maintain confidentiality of customer data.
Required Skills
Excellent communication skills (English & Tamil essential).
Polite, customer-friendly attitude.
Ability to multitask in a fast-paced environment.
Basic computer & WhatsApp proficiency.
Strong teamwork and problem-solving skills.
Experience
1-3 years in Spa, Hospitality, Hotel, Salon, or Customer Service preferred.
Freshers with excellent communication & attitude can apply.
Working Hours
Shift-based (9 hours) including weekends and holidays.
Weekly off as per rota.