Guest Relations & Front Desk Supervisor

The Role

We're looking for a polished, commercially-minded professional to be the face and engine of our front-of-house operation. This is not a traditional receptionist role — you will own the guest journey, drive revenue through clienteling (not selling), and lead the front desk team to deliver a five-star experience every time.

You'll sit at the intersection of hospitality, sales, and operations — the first person our guests meet, and the person ultimately accountable for how smoothly the floor runs.

What You'll Do

Guest Relations & Reception

Deliver a warm, luxury-hotel-level welcome to every guest, in person, by phone, and via WhatsApp/DM

Manage bookings, rescheduling, and guest records with precision across salon and clinic

Anticipate guest needs and resolve concerns on the spot, with grace and discretion

Own the guest experience from arrival to departure, including wait-time management and seamless handoffs to practitioners

Sales & Clienteling

Convert enquiries into bookings and walk-ins into loyal, high-retention clients

Lead rebooking conversations as natural continuations of care, never as a hard sellIdentify upsell and cross-sell opportunities across salon and clinic services, grounded in outcomes, not procedures

Support retail and package sales in line with Maison Mani's non-discount, outcome- led positioning

Track and hit personal and team revenue/retention targets

Supervisory & Operations

Lead, coach, and roster the front desk team; set the standard for guest interaction quality

Run daily floor operations: scheduling flow, cash/payment handling, inventory of front-of-house consumables

Conduct light performance check-ins and report team metrics to the founder

Uphold brand standards across appearance, tone, and service delivery

Flag operational issues, guest feedback trends, and opportunities to leadership

What You Bring

3+ years in a luxury hospitality, salon/spa, or aesthetic clinic front-of-house or guest relations role, with at least 1 year in a supervisory capacity

Proven sales or clienteling track record — comfortable owning targets without ever feeling "salesy"

Exceptional presentation, communication, and interpersonal skills; fluent English

(Arabic or Russian a plus)

Calm under pressure, highly organized, and detail-obsessed

Confident with booking systems, POS, and CRM/WhatsApp-based client management

• A genuine understanding of — and pride in — luxury service standards

Work Location: In person