Guest Relations Officer

About the job

WHO WE ARE

Image Regenerative Clinic is a prestigious private clinic based in Milan (Italy), internationally recognized as a leading center for high-profile regenerative medicine. As we prepare to open our new location in December in St. Moritz (Switzerland), we are seeking a professional to join our Concierge/Front Desk team in a key role for ensuring an exceptional patient experience.

ROLE DESCRIPTION

The selected candidate will be the first point of contact for our patients and guests, providing a warm, impeccable and personalized welcome. The role involves both front office and back office responsibilities, within a dynamic, discreet, and meticulously refined environment.

KEY RESPONSIBILITIES

• Provide a seamless and discreet registration process for all the patients and clients
• Handle phone calls and email correspondence with patients regarding inquiries, appointment bookings, and follow-ups
• Coordinate and confirm appointments, follow-ups, and treatment plans
• Handle last-minute changes and urgent requests with discretion and efficiency
• Respond promptly and knowledgeably to questions about services, availability, products, and protocols
• Provide a high standard of written and verbal communication in all patient interactions
• Keep strict patient confidentiality and handle sensitive medical information (in line with GDPR and local data privacy laws)
• Maintain patient records in the clinic management system
• Manage intake forms, consent documents, and treatment history
• Coordinate with the medical and aesthetic teams to ensure smooth workflow
• Assist patient with skincare, and aesthetic product purchases recommended by the medical or aesthetic team
• Process payments for treatments and products accurately and discreetly using the patient’s POS system
• Maintain a tidy and visually appealing retail display area, restocking items as needed
• Track patient preferences and purchase history to support personalized product suggestions and follow-ups
• Preparation of periodic reports and basic administrative tasks
• Upholding the highest standards of service that reflect the clinic’s luxury identity

REQUIREMENTS

• Previous experience in high-end private clinics or luxury hospitality environments
• Excellent personal presentation and a natural aptitude for welcoming guests
• Intuitive approach to guest service
• Strong organizational skills and attention to details
• Discretion, integrity, and operational flexibility
• Excellent command of English and German; knowledge of Italian or additional languages is a plus
• Proficiency with digital tools and management software
  

WHAT WE OFFER

• Be part of the opening team of a brand-new luxury center of regenerative medicine opening in December 2025 in St. Moritz. Shape the patient experience and grow with us from day one.
• Work in a calm, beautifully designed environment that reflects the elegance and exclusivity of our brand.
• Receive in-depth training in luxury guest relations, medical spa protocols, and premium skincare products. Grow alongside an expert team at the forefront of aesthetic and regenerative medicine.
• Experience a collaborative environment where team harmony, professionalism, and attention to detail come together to create exceptional guest experience.