Introduction
ZAP Clinic, a rapidly growing health‑ and wellness provider in Manado, is seeking a dynamic Senior Guest Relations Officer to join its front‑line team. This role is pivotal in shaping first‑impressions, delivering exceptional service, and acting as the primary liaison between our clients and the clinic’s diverse portfolio of medical and aesthetic services. The successful candidate will work Monday through Saturday, 09:00‑17:00, and will be expected to embody the professionalism and warmth that ZAP Clinic is known for.
Responsibilities
- Greet and acknowledge every client in accordance with ZAP Clinic’s hospitality standards, ensuring a welcoming atmosphere from the moment of arrival.
- Respond to client inquiries—both in‑person and via telephone—in a friendly, caring, and solution‑focused manner.
- Provide accurate information on clinic services, daily schedules, promotions, and policies, and guide clients to the appropriate department or specialist.
- Maintain up‑to‑date knowledge of all products, services, and current marketing campaigns to effectively cross‑sell and upsell where appropriate.
- Handle client complaints with empathy, investigate issues promptly, and coordinate with relevant teams to achieve satisfactory resolutions.
- Conduct direct marketing activities, such as informing clients about new treatments, loyalty programs, and seasonal offers.
- Ensure personal presentation meets the clinic’s standards of hygiene, dress code, posture, and professional demeanor.
- Develop and nurture positive working relationships with colleagues across departments, fostering a collaborative environment.
- Maintain accurate records of client interactions, feedback, and follow‑up actions using the clinic’s CRM system.
- Be flexible to work on public holidays and adapt to shift schedules when required, supporting the clinic’s extended service hours.
Requirements
- Minimum education: D3/D4 (associate) or a Bachelor’s degree in any field.
- At least 1 year of relevant experience in a Guest Relations or Front Desk role, preferably within a 4‑star hotel or similar hospitality environment.
- Strong command of spoken and written English; conversational fluency is essential for interacting with international clients.
- Demonstrated customer‑oriented mindset with a professional, courteous attitude.
- Excellent communication and interpersonal skills, including the ability to listen actively and convey information clearly.
- Proven ability to handle complaints and stressful situations with composure.
- Willingness to work on public holidays and adapt to flexible shift patterns.
- High standards of personal grooming, discipline, and workplace hygiene.
- Ability to work independently while also thriving in a team‑oriented setting.
Benefits
- Competitive salary package with performance‑based incentives.
- Health insurance coverage for the employee and optional family plans.
- Opportunities for professional development, including training in hospitality excellence and client management.
- Employee discount on ZAP Clinic’s medical and aesthetic services.
- Paid annual leave, sick leave, and additional days off for public holidays worked.
- Supportive work environment that values teamwork, continuous learning, and employee well‑being.
- Potential career progression into senior supervisory or management roles within the clinic’s expanding network.
About Company
ZAP Clinic is a leading provider of integrated health, wellness, and aesthetic services in Indonesia, with a reputation for combining clinical expertise with hospitality excellence. Operating out of a state‑of‑the‑art facility in Manado, the clinic offers a wide range of treatments—from general medical consultations to advanced cosmetic procedures—catering to a discerning clientele that expects both medical professionalism and a hotel‑style experience. Our mission is to deliver holistic care in an environment where every interaction feels personalized, respectful, and memorable. Joining ZAP Clinic means becoming part of a forward‑thinking team that values innovation, compassion, and the continuous pursuit of service excellence.
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