Wellness Concierge

Guest Relations Concierge

Location: MATTER

Reports to: General Manager

At MATTER, we are building a new category of regenerative health, where medical science meets hospitality. Every detail, from the cadence of conversation to the design of a recovery session, is part of an intentional long-term journey toward managing and optimizing healthspan. We believe that true care begins with how people are welcomed, guided, and supported through their experience.

As Guest Relations Concierge, you are the first and lasting impression of MATTER. This is more than a front of house role. It is a hospitality mission. You will help shape how clients feel about their health journey, seen, supported, and deeply cared for. You are the human bridge between our members and the MATTER experience, guiding them through our space, services, and community with warmth, presence, and exceptional attention to detail.

You will be part of a pioneering team redefining how healthcare is delivered: elevated, intentional, and designed for a new generation of health conscious individuals.

Key Responsibilities

Guest Experience and Service

• Welcome all guests with professionalism and discretion, whether in person or via WhatsApp, phone, text, email, or other digital channels
• Guide new members through onboarding and welcome tours, offering clarity and calm orientation to MATTER's environment, services, and philosophy
• Serve as a central liaison across departments including health coaching, clinical diagnostics, physiotherapy, and recovery services, ensuring seamless internal coordination and guest transitions
• Prepare for and execute each guest visit with precision, ensuring confirmations, preferences, and service notes are clearly communicated and followed through
• Curate thoughtful touchpoints and deliver bespoke moments of care, from preferred amenities to wellness specific personalizations that enhance each visit
• Anticipate guest needs and respond promptly to all inquiries and service requests with grace and care, including appointment scheduling, tailored recommendations, and special arrangements

Operational Support and Communication

• Maintain and regularly update detailed guest profiles and visit history to support continuity of care and a personalized approach to service
• Support appointment management across MATTER's integrated services and practitioners, including reminders, changes, and follow ups
• Monitor and respond to shared communication inboxes with professionalism and consistency
• Assist in the coordination and hosting of private consultations, preview experiences, and health education seminars, ensuring they are delivered seamlessly and with intention
• Support the General Manager in executing day to day standards related to flow, presentation, readiness, and guest satisfaction
• Uphold the concierge desk, lounges, and all guest facing areas to the highest aesthetic and sensory standards of cleanliness, order, and care

Culture and Team Contribution

• Actively contribute to MATTER's founding team culture by modeling empathy, calm, and service mindedness in every interaction
• Offer feedback and insight to improve service flows and client experience touchpoints
• Collaborate with cross functional team members to create a harmonious, integrated, and anticipatory service culture
• Perform any other duties reasonably required to uphold the MATTER experience at its highest level

Who You Are

You are:

• Warm, emotionally intelligent, and committed to creating meaningful service experiences
• Detail oriented and calm under pressure, with strong organizational instincts
• Skilled in communication and hospitality, able to listen closely and respond with presence and professionalism
• Comfortable working with discerning clients and navigating high touch environments
• A self starter who notices what needs doing and takes initiative
• Curious and aligned with wellness, either through lived experience or a desire to learn
• Experienced in hospitality, wellness, luxury retail, or healthcare concierge (preferred but not required)

Why Join MATTER

As part of the founding guest experience team, you will help define the culture, rituals, and standards of MATTER from the ground up. Your presence and care will shape how our clients relate not only to us but to their own health. This is a rare opportunity to help build a brand, a space, and a service model that brings together purpose, performance, and presence.

Benefits include:

• Competitive remuneration and monthly performance incentives
• Access to MATTER's full suite of services including recovery and health programming
• Ongoing professional development and training
• Invitations to private seminars, health talks, and internal expert workshops
• Recogniton for long term contributions including milestone rewards and career growth opportunities

To Apply

Please send your CV and a short note about what draws you to MATTER. All applications will be treated in confidence.