Guest Relations Executive

ALIV Regenerative Wellness Pune (location-specific) About the roleFor a clinic serving founders, CEOs, and CXOs, the front desk is not a reception desk - it's the first and most frequent human touchpoint of a premium experience. The clinical work can be world-class, but if the first call, the first WhatsApp reply, or the first walk-in feels like a standard OPD, the brand breaks before the consult begins.We're hiring a Front Desk & Guest Relations Executive who treats every interaction as concierge-grade: warm, polished, discreet, and effortless. You'll own the client's experience from first contact through every visit - booking, welcoming, coordinating, following up, and quietly making sure nothing falls through the cracks.This is a frontline role with real ownership. You are not taking messages. You are holding the relationship. Reporting & teamReports to: Location Lead / OperationsWorks alongside: Physicians, nursing team, marketing (lead handoff), data/operationsStakeholders: Clients and their families, clinical team, founderCore responsibilities1. First impressions & client welcomeBe the face and voice of ALIV - in person, on phone, on WhatsApp, and over emailWelcome clients warmly on arrival; manage a calm, premium, unhurried front-of-house experienceRead the room: know when a client wants conversation and when they want efficiencyMaintain the physical space to a premium standard - ambiance, refreshments, cleanliness, calm2. Scheduling & calendar managementOwn appointment scheduling and the clinic calendar (Google Calendar)Coordinate physician, nurse, and room availability across the day with zero double-bookingManage rescheduling, cancellations, and waitlists smoothlySend timely, well-written reminders and consult-prep instructions3. Inquiry handling & consult conversionBe the first responder to inbound inquiries (calls, WhatsApp, DMs handed off from marketing)Answer general, non-clinical questions about services, process, location, and what to expectConvert qualified inquiries into booked consultations - warmly, never pushilyCapture lead details accurately into the CRM and route clinical questions to the right person4. Client relations & retentionOwn the relationship layer: follow-ups after consults, check-ins during protocols, gentle reactivationAnticipate needs - remember preferences, names, context (especially in dual-customer situations where the person paying isn't always the person being treated)Handle concerns and complaints with composure; escalate the right ones to the right peopleBe the client's trusted, friendly point of contact throughout their journey5. Front desk operationsManage check-in / check-out flowProcess payments and issue receipts/invoices accuratelyMaintain organised, confidential client records and documentationCoordinate consumables, samples, and front-desk inventory with the clinical/ops team6. Coordination & handoffsBe the connective tissue between client, clinical team, and operationsEnsure consent forms are signed and filed before applicable proceduresBrief the clinical team on incoming clients and any context that helps the visit go smoothlyCoordinate across locations when a client is seen in more than one cityRequired qualifications2-4 years in front desk, reception, client relations, or guest experience - ideally in a clinic, hospital, premium hospitality (hotels), luxury retail, or concierge settingExcellent spoken and written English, plus Hindi and/or Marathi (location-dependent)Strong phone and written etiquette - clear, warm, professional, typo-freeComfort with scheduling tools, basic CRM, and Google Workspace / MS OfficeA genuine service orientation - you like making people feel looked afterPreferred qualificationsBackground in premium hospitality, luxury services, or concierge medicine - settings where the experience bar is high and the clientele is discerningPrior experience in a clinic, wellness centre, or healthcare front deskFamiliarity with CRM and booking/payment systemsAdditional languages a plus

Who this role is forMindset more than CV. This matters more than the resume:You understand that a CXO's time is their scarcest asset, and you protect it - fast, accurate, no frictionYou're warm without being familiar, polished without being stiff, and discreet by instinctYou're unflappable. A double-booking, an upset client, a VIP walking in unannounced - you handle it without the client ever seeing you sweatYou're discreet with sensitive information by default. High-profile clients trust you because you never discuss one client with another, everYou take ownership of the small things - the follow-up that didn't happen, the reminder that didn't send, the detail someone forgot. You catch themYou're a team player who makes the doctors' and nurses' jobs easier, not harderYou know the line: you never give medical advice, never interpret results, never promise outcomes - you route every clinical question to the clinical team, warmly and immediately