Front of House & Guest Experience Associates (Retail, Hospitality and Wellness)

We are seeking dynamic, highly adaptable Front of House, Retail & Guest Experience Associates for opportunities across Nairobi’s retail, hospitality, and lifestyle spaces. This multi-sector role spans fashion boutiques, beauty centers, fitness studios, high-end wellness spaces, and boutique hospitality venues.

You will serve as the central point of contact for clients—blending in-person hospitality, active sales, booking administration, and digital community support to deliver high-touch customer experiences.

Key Responsibilities

• Client Hospitality & Reception: Warmly greet walk-ins and appointment guests, manage check-in flows, provide tailored recommendations, and maintain a polished, welcoming environment.
• Sales & Revenue Generation: Drive product sales and service packages, handle membership or booking upsells, and process transactions accurately via POS and mobile payment systems (M-Pesa, card, cash).
• Bookings & Schedule Management: Oversee appointments, reservations, class registrations, and cancellations across digital booking systems, phone inquiries, and walk-in requests.
• Omnichannel Communication: Manage client touchpoints across phone, email, WhatsApp, and social media direct messages, delivering prompt, professional responses.
• Social Media & Community Engagement: Capture quick daily content (photos, stories, reels), highlight promotions, and engage with online audience comments to keep the brand active.
• Inventory & Store Aesthetics: Assist with product displays, visual merchandising, stock audits, restocking sales floors, and ensuring treatment or retail areas remain pristine.
• Client Retention & Administration: Maintain client records, resolve minor concerns gracefully, gather feedback, and assist with general daily operations.

Candidate Requirements

• Experience: 1+ years in customer service, sales, front desk operations, hospitality, or retail (fashion, beauty, fitness, or wellness experience is a plus).
• Communication & Tech Skills: Fluent verbal and written communication with proficiency using scheduling tools, POS software, and social platforms (Instagram, TikTok, WhatsApp Business).
• Polished Professionalism: Exceptional personal grooming, warm interpersonal skills, and a customer-first mindset aligned with boutique and luxury brand standards.
• Flexibility & Adaptability: Ability to transition smoothly between sales floor, front desk, and digital tasks, with availability to work shifts, weekends, or peak operational hours.