Clinic Reception Manager Woulfe Skin Specialists Dublin at Beauty & Skin Clinic

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Job Description

Clinic Reception Manager

This is a hands on reception lead position. To lead a high-performing reception function that delivers exceptional client care, protects clinic standards and compliance, and drives business development through diary optimisation, conversion, retention, and retail performance. You will be accountable for front-of-house standards, reception team performance, and diary integrity. You will operate with calm authority, communicate with confidence, and ensure every client interaction reflects a premium, professional, and trustworthy clinic experience.

Key outcomes
•A consistent, five-star client journey across every touchpoint: calls, messages, arrival, check-in, waiting experience, check-out, and follow-up.
•A well-led reception team with clear expectations, coaching cadence, and strong accountability.
•A fully optimised diary with strong utilisation, reduced gaps, effective waitlist conversion, and low no-show/late-cancel levels.
•Strong enquiry-to-booking conversion, and consistent rebooking to protect treatment outcomes and retention.
•Retail, voucher, and package performance delivered through education-led, trust-based client communication.
•Operational accuracy and governance: deposits, payments, confirmations, client records, and escalations handled correctly and consistently.

Other Salary Information

Quarterly performance bonus structure.

Primary Duties

Key responsibilities

 

1) Client care excellence

•Lead front-of-house standards and ensure a calm, welcoming, discreet, premium client experience.

•Implement and maintain client journey standards and service rituals across arrival, consultation flow, and departure.

•Manage client concerns professionally and proactively, delivering effective service recovery and escalation where required.

•Maintain reception presentation, ambience, cleanliness, and brand standards at all times.

 

2) Reception team leadership

•Recruit, onboard, train, and coach reception team members to agreed standards and scripts.

•Set clear expectations and ensure consistent follow-through on behaviours, performance, and professionalism.

•Run daily huddles and structured weekly check-ins, including feedback, coaching, and priority alignment.

•Own rota planning and coverage to protect peak-time performance, punctuality, and operational flow.

 

3) Diary management and business development

•Own diary strategy: utilisation, capacity planning, waitlist activation, cancellation management, and rebooking systems.

•Maximise conversion from enquiries to bookings with confident, consultative communication.

•Maintain deposit and confirmation processes to protect clinic time, revenue, and fairness to clients and staff.

•Collaborate with therapists and management to align scheduling with treatment plans, client needs, and business priorities.

 

4) Commercial performance and retail leadership

•Support clinic growth through education-led recommendation pathways that protect trust and client outcomes.

•Drive retail performance through standards: product visibility, confident checkout prompts, and clear internal processes.

•Coordinate voucher and package sales, and support seasonal campaigns and promotions with management.

•Ensure the team accurately explains offers, timelines, and policies in a consistent, professional manner.

 

5) Operations, compliance, and governance

•Ensure accurate client records, notes, and system discipline (including GDPR-aligned confidentiality).

•Maintain SOP compliance: deposits, refunds, cancellations, pricing integrity, and financial accuracy.

•Manage and maintain standards. 

•Maintain a clean handover process between reception and therapists to protect the client experience and clinical standards.

Decision-making authority

•Day-to-day management of reception standards, scripts, and team performance.

•Diary movement and scheduling decisions within clinic policy to protect utilisation and client outcomes.

•Service recovery actions within agreed parameters, with escalation to management when required.

•Implementation of reception improvements and process upgrades aligned to clinic standards.

 

Skills and competencies

•Leader: sets the tone, protects standards, coaches performance, and builds trust through consistency.

•Experienced: confident managing a busy diary, reception workflows, payments, and client communications.

•Great communicator: warm, polished, calm under pressure, and able to handle sensitive issues professionally.

•Accountable and dependable: follows through, owns outcomes, and maintains accuracy, fairness, and confidentiality.

•Commercially aware: understands conversion, retention, utilisation, and retail drivers in a premium service business.

•Systems-led: organised, detail-focused, process-driven, and comfortable working with targets and reporting.

 

 

 

 

Requirements

Experience and requirements

•5 years + experience in a leadership role within a clinic, hospitality, premium retail, or comparable client-first environment.

•Experience with booking/CRM systems (Phorest or similar) preferred.

•Strong competence in managing client data, money handling, and high-volume communication.

•Complaint resolution time and client satisfaction trend

•Team coaching cadence and performance improvement measures

Working relationships

•Partners with therapists/clinicians to ensure smooth client flow, consistent messaging, and strong rebooking.

•Works with management on targets, reporting, campaigns, and continuous improvement.

•Coordinates with suppliers/operations support as required for stock visibility and front-of-house readiness.

Benefits

Quarterly performance bonus structure. 

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