Manager - Front Office & Guest Experiance

Velora Nature & Wellness; West Bengal; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Accommodation for Outstation

Meals on Duty

Medical Insurance

Five Weekly Offs per Month

Annual Home Travel Assistance

Job summary

Velora Wellness Lounge in Kolkata invites a dynamic Manager Front Office & Guest Experience to lead our guest journey from arrival to departure. You will supervise Front Office, coordinate with Spa, Caf, and Housekeeping, and act as Velora's Brand Ambassador delivering premium hospitality.

We seek a proactive leader with 3-6 years in premium hospitality, strong guest relations, wellness advisory experience, and proficiency with POS and CRM systems.

Qualifications

• Graduate/Diploma in Hospitality Management or related discipline.
• Certification in Customer Experience, Wellness, or Hospitality will be an advantage.

Responsibilities

• Welcome guests with warmth, professionalism, and genuine hospitality.
• Create premium arrival and departure experiences reflecting the Velora brand.
• Build lasting guest relationships through personalized service and attention to detail.
• Handle guest enquiries, feedback, and service recovery promptly and professionally.
• Maintain guest confidentiality and uphold high etiquette standards.
• Conduct basic wellness consultations to understand guest preferences and goals.
• Promote wellness memberships, packages, and retail offerings.
• Manage appointments, reservations, and guest scheduling efficiently.
• Prepare daily reports on guest visits, memberships, and revenues.

Skills

Guest relations

Front Office

Hospitality Management

CRM

Wellness Advisory

Education

Graduate/Diploma in Hospitality Management

Tools

POS systems

Spa software

CRM software

Job description

Job Description: Manager Front Office & Guest Experience

Department: Operation

Reports To: Founder & CEO

Location: Velora Wellness Lounge, Southern E.M. Bypass, Kolkata

Position Summary

The Manager Front Office & Guest Experience is the face and first point of contact of Velora Wellness Lounge, responsible for creating exceptional guest experiences from arrival to departure. This role leads the Front Office function while coordinating seamlessly with the Spa, Wellness Caf, Housekeeping, and other operational teams to ensure every guest enjoys a personalized, effortless, and memorable wellness journey. The incumbent will be stationed at the Wellness Welcome Desk and serve as Velora's Brand Ambassador, delivering outstanding hospitality, building guest relationships, promoting wellness programmes and memberships, and ensuring operational excellence through effective collaboration across all functions.

Key Responsibilities

1. Guest Experience & Front Office

• Welcome every guest with warmth, professionalism, and genuine hospitality.
• Create a premium arrival and departure experience that reflects the Velora brand.
• Build lasting relationships with guests through personalized service and attention to detail.
• Handle guest enquiries, feedback, and service recovery promptly and professionally.
• Maintain guest confidentiality and uphold the highest standards of etiquette.

2. Wellness Advisory

• Conduct basic wellness and lifestyle consultations to understand guest preferences and wellness goals.
• Recommend suitable spa therapies, wellness programmes, memberships, seasonal packages, and caf offerings.
• Educate guests on treatment benefits, wellness journeys, home-care products, and retail offerings.
• Encourage guests to adopt holistic wellness experiences across the lounge.

3. Reservations & Guest Coordination

• Manage appointments, reservations, and guest scheduling efficiently.
• Coordinate therapist allocation and treatment room availability with the Lead Spa Therapist.
• Liaise with the Wellness Caf and Private Lounge teams to ensure a seamless guest experience.
• Manage enquiries through walk-ins, telephone, WhatsApp, email, and digital platforms.

4. Memberships & Revenue Generation

• Promote wellness memberships, gift vouchers, retail products, and signature wellness experiences.
• Conduct guest follow-ups to encourage repeat visits and long-term engagement.
• Support achievement of monthly revenue targets through ethical and personalized recommendations.
• Assist in corporate wellness enquiries and partnership opportunities.

5. Front Office Administration

• Manage billing, POS transactions, and daily cash reconciliation.
• Maintain guest records, health declarations, consent forms, memberships, and CRM data.
• Prepare daily reports on guest visits, memberships, retail sales, and reservations.
• Ensure accurate documentation and data confidentiality.

6. Guest Environment

• Ensure the Wellness Welcome Desk, reception, retail display, waiting lounge, and guest-facing areas are immaculate, organized, and welcoming at all times.
• Monitor ambience, music, fragrance, lighting, and guest comfort in coordination with the operations team.

7. Marketing & Brand Representation

• Support promotional campaigns, wellness events, and community engagement activities.
• Capture guest feedback and identify opportunities to enhance the overall guest experience.
• Represent the Velora brand with professionalism, confidence, and impeccable personal presentation.

8. Cross-Functional Coordination

• Collaborate closely with the Lead Spa Therapist to ensure smooth therapist scheduling and treatment readiness.
• Coordinate with the Head Chef and Caf© team to deliver a seamless wellness dining experience.
• Work with Housekeeping and Facility teams to maintain impeccable cleanliness and ambience throughout the lounge.
• Ensure effective communication between all operational departments to deliver a consistently exceptional guest experience.

9. Operational Excellence

• Ensure the Wellness Welcome Desk, reception, retail display, and waiting lounge remain clean, organized, and guest-ready at all times.
• Monitor adherence to Velora's Standard Operating Procedures (SOPs).
• Support implementation of promotional campaigns, wellness events, and guest engagement initiatives.
• Prepare daily operational, reservation, membership, guest feedback, and revenue reports.
• Perform any additional responsibilities assigned by the Founder & CEO.

Qualifications

• Graduate or Diploma in Hospitality Management, Hotel Management, Spa Management, Wellness, Nutrition, Business Administration, or a related discipline.
• Certification in Customer Experience, Wellness, or Hospitality will be an advantage.

Experience

• 3 - 6 years of experience in a premium spa, luxury hotel, wellness centre, boutique hospitality, lifestyle clinic, or premium front office environment.
• Experience in guest relations, wellness advisory, membership sales, or luxury hospitality is preferred.
• Knowledge of spa software, POS systems, and CRM applications is desirable.

Key Competencies

• Exceptional Guest Service & Hospitality
• Excellent Communication & Interpersonal Skills
• Customer Relationship Management
• Wellness Consultation & Advisory
• Membership & Retail Sales
• Professional Grooming & Executive Presence
• Front Office Operations
• Problem Solving & Service Recovery
• Planning & Coordination
• Attention to DetailDigital & Administrative Proficiency

Personal Attributes

• Has an elegant, polished, and professional appearance.
• Possesses a warm, confident, and welcoming personality.
• Communicates with grace, empathy, and professionalism.
• Is passionate about wellness, hospitality, and creating memorable guest experiences.
• Demonstrates integrity, discretion, and a positive attitude.
• Thrives in a fast-paced, guest-centric environment and leads by example.

Working Hours

12:00 PM 10:00 PM (Roster-based), including weekends and public holidays as per operational requirements.

Compensation & Benefits

• Competitive Salary based on experience and expertise
• Monthly Performance Incentives
• Accommodation for Eligible Outstation Candidates
• Meals on Duty
• Medical Insurance
• Five Weekly Offs per Month
• Annual Home Travel Assistance (Airfare/LTA from the second year)
• Gratuity as per applicable law for eligible Fixed-Term Employees
• Salary credited on or before the 5th of every month
• Continuous Learning, Career Development, and Growth Opportunities

10. Why Join Velora?

Join the founding team of Velora Wellness Lounge and become the face of an emerging premium wellness brand. You will have the opportunity to shape exceptional guest experiences, build lasting relationships, and contribute to a wellness destination where hospitality, lifestyle, and wellbeing come together under one roof.