ALIV Regenerative Wellness | Pune & Mumbai (location-specific)

About the role

For 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 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 & team

Reports to: Location Lead / Operations
Works alongside: Physicians, nursing team, marketing (lead handoff), data/operations
Stakeholders: Clients and their families, clinical team, founder

Core responsibilities

1. First impressions & client welcome

Be the face and voice of ALIV — in person, on phone, on WhatsApp, and over email
Welcome clients warmly on arrival; manage a calm, premium, unhurried front-of-house experience
Read the room: know when a client wants conversation and when they want efficiency
Maintain the physical space to a premium standard — ambiance, refreshments, cleanliness, calm

2. Scheduling & calendar management

Own appointment scheduling and the clinic calendar (Google Calendar)
Coordinate physician, nurse, and room availability across the day with zero double-booking
Manage rescheduling, cancellations, and waitlists smoothly
Send timely, well-written reminders and consult-prep instructions

3. Inquiry handling & consult conversion

Be 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 expect
Convert qualified inquiries into booked consultations — warmly, never pushily
Capture lead details accurately into the CRM and route clinical questions to the right person

4. Client relations & retention

Own the relationship layer: follow-ups after consults, check-ins during protocols, gentle reactivation
Anticipate 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 people
Be the client's trusted, friendly point of contact throughout their journey

5. Front desk operations

Manage check-in / check-out flow
Process payments and issue receipts/invoices accurately
Maintain organised, confidential client records and documentation
Coordinate consumables, samples, and front-desk inventory with the clinical/ops team

6. Coordination & handoffs

Be the connective tissue between client, clinical team, and operations
Ensure consent forms are signed and filed before applicable procedures
Brief the clinical team on incoming clients and any context that helps the visit go smoothly
Coordinate across locations when a client is seen in more than one city

Required qualifications

2–4 years in front desk, reception, client relations, or guest experience — ideally in a clinic, hospital, premium hospitality (hotels), luxury retail, or concierge setting
Excellent spoken and written English, plus Hindi and/or Marathi (location-dependent)
Strong phone and written etiquette — clear, warm, professional, typo-free
Comfort with scheduling tools, basic CRM, and Google Workspace / MS Office
A genuine service orientation — you like making people feel looked after

Preferred qualifications

Background in premium hospitality, luxury services, or concierge medicine — settings where the experience bar is high and the clientele is discerning
Prior experience in a clinic, wellness centre, or healthcare front desk
Familiarity with CRM and booking/payment systems
Additional languages a plus

Who this role is for

Mindset 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 friction
You're warm without being familiar, polished without being stiff, and discreet by instinct
You're unflappable. A double-booking, an upset client, a VIP walking in unannounced — you handle it without the client ever seeing you sweat
You're discreet with sensitive information by default. High-profile clients trust you because you never discuss one client with another, ever
You 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 them
You're a team player who makes the doctors and nurses jobs easier, not harder
You 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

Guest Relations & Sales Executive