Receptionist

This job is provided by apna.co Role PurposeTo own the customer's first and last impression at the Traya Clinic by ensuring smooth queue and appointment flow, delivering a warm and consistent service experience, maintaining a spotless and well-managed centre, and ensuring accurate, timely data and reporting.

The Centre Receptionist is the face of the clinic and the operational anchor of the front desk.

Key Responsibilities1. Queue & Appointment Management (25%)ResponsibilitiesManage walk-in and appointment flow.

Check in customers and communicate accurate wait times.

Coordinate consultation sequencing with Hair Coaches to minimize idle time and customer waiting.

Manage peak-hour load and escalate delays to the Centre Manager.

Success MeasuresAverage customer wait time.

Percentage of appointments started on time.

Zero walkouts due to waiting.

• Customer Experience & Service (25%)ResponsibilitiesWelcome every customer as per Traya service standards.
  
  

Explain the clinic journey to first-time visitors.

Handle basic queries related to services and follow-ups.

Capture customer feedback at exit.

Resolve or escalate complaints on the same day.

Success MeasuresCustomer Satisfaction (CSAT) score.

Complaint Resolution TAT.

Mystery Audit Score.

• Centre Administration & Upkeep (15%)ResponsibilitiesOpen and close the centre as per checklist.
  
  

Supervise Housekeeping With Hourly Cleanliness Checks Of

Reception

Consultation rooms

Washrooms

Manage consumables, stationery, and pantry inventory.

Coordinate with vendors for maintenance and repairs.

Ensure grooming and uniform standards are maintained at the front desk.

Success MeasuresDaily checklist compliance.

Cleanliness audit score.

Zero stock-outs of consumables.

• Data Management (15%)ResponsibilitiesCapture customer details, appointments, and visit outcomes accurately in the system on the same day.
  
  

Maintain Data Hygiene With

No duplicate records

Complete customer information

Ensure confidentiality of customer data as per company policy.

Success MeasuresData entry accuracy.

Same-day data entry compliance.

• MIS & Reporting (10%)ResponsibilitiesPrepare and share the Daily Centre MIS covering:
  
  

Footfall

Conversions

No-shows

Customer feedback

Share reports by end of day.

Highlight trends and anomalies during weekly reviews with the Centre Manager.

Success MeasuresMIS accuracy.

Timely reporting.

Zero reporting escalations.

• Team Backup & Floor Support (10%)ResponsibilitiesProvide operational and administrative support during staff breaks, leave, or peak business hours.
  
  

Assist Hair Coaches with customer preparation and coordination.

Support the Centre Manager with administrative follow-ups.

Backup support is restricted to non-technical tasks only.

Ensure the front desk is never left unattended during operating hours.

Success MeasuresCentre Manager assessment during monthly review.

Zero service disruption during staff absence.

Role BoundariesThis role does not handle cash or payments. All collections are digital or managed by the Centre Manager.

Backup support is limited to operational and administrative tasks only. The Receptionist will not perform activities requiring Hair Coach training, such as scalp analysis or product recommendations.

The front desk must never remain unmanned during operating hours. Backup responsibilities may only be undertaken when reception coverage is available or during zero-footfall windows.

Candidate ProfileEducationGraduate in any discipline.

Experience1–3 years of experience in front-desk or customer-facing roles.

Experience In Clinics, Salons, Retail, Or Hospitality Is Preferred.

LanguagesFluent in English and the local language of the centre's city.

SystemsComfortable using Microsoft Excel, Google Sheets, and CRM/appointment management systems.

AttributesWell-groomed and presentable as per Traya grooming standards.

Warm, patient, and customer-centric.

Process-oriented, disciplined, and dependable.

Able to remain calm and composed during peak business hours.

Working ConditionsSix-day work week aligned with centre operating hours.

Rotational weekly off.

Adherence to Traya's uniform and grooming standards.

Compliance with Traya's Zero Tolerance Policy for retail centres.