Front Desk Lead

Job Description

Job Description

Front Desk Lead

Benefits & Perks

• Flexible Schedule
• Ongoing Training & Professional Development
• Employee Discounts on Services and Products
• Opportunities for Career Growth

Job Summary

We are seeking a proactive, service-driven Front Desk Lead to oversee the daily front desk operations of our thriving wellness center. This role serves as the face of the practice while ensuring exceptional client experiences, efficient workflows, and consistent operational excellence.

As the Front Desk Lead, you will set the standard for customer service, support and guide front desk team members, assist with scheduling and daily operations, and act as a liaison between the front desk and leadership. The ideal candidate is a natural leader who thrives in a fast-paced environment, takes initiative, and is passionate about delivering outstanding client care.

Key Responsibilities

Client Experience

• Welcome every client with professionalism, warmth, and exceptional hospitality.
• Ensure every client receives a seamless, five-star experience from check-in through checkout.
• Address client questions and resolve concerns promptly, escalating issues to leadership when appropriate.
• Assist clients with intake forms, consent documents, and appointment preparation.

Front Desk Operations

• Oversee the daily flow of front desk operations to ensure efficiency and organization.
• Manage incoming calls, appointment scheduling, confirmations, and rescheduling.
• Process payments, maintain accurate client records, and ensure compliance with company procedures.
• Maintain an organized, clean, and welcoming reception area.
• Monitor daily schedules to maximize provider utilization and minimize scheduling gaps.

Team Leadership

• Lead by example in professionalism, accountability, and customer service.
• Support the onboarding and training of new front desk team members.
• Provide guidance, coaching, and day-to-day support to the front desk staff.
• Help ensure adherence to company policies, procedures, and service standards.
• Communicate operational updates and collaborate with leadership to improve workflows.

Administrative & Operational Support

• Assist with inventory tracking for front desk supplies and retail products.
• Identify opportunities to improve operational efficiency and client satisfaction.
• Support special projects and administrative initiatives as assigned.
• Assist leadership in achieving daily, weekly, and monthly performance goals.

Qualifications

• Minimum of 2–3 years of experience in a front desk, receptionist, or client services role, preferably within a medical, wellness, or hospitality environment.
• Previous experience leading, mentoring, or training team members is strongly preferred.
• Outstanding customer service and interpersonal skills.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to prioritize and multitask in a fast-paced environment.
• Proficiency with scheduling software, electronic health records (EHR), or practice management systems.
• High attention to detail and commitment to operational excellence.
• Dependable, proactive, and solution-oriented mindset.
• Ability to maintain professionalism and confidentiality at all times.

Preferred Skills

• Experience with medical spa or wellness center operations.
• Knowledge of scheduling optimization and client retention best practices.
• Comfortable handling client escalations and conflict resolution.
• Experience with retail sales and membership enrollment is a plus.