Job Description

ROLE SUMMARY

Responsible for operating the salon and its profitability in accordance with the company's policies and procedures. Ensuring that client count numbers are maintained and reviewed whilst the best service and quality in the industry are being provided. Responsible to lead the receptionists/call centre agents to ensure our clients experience a seamless booking, arrival and departure experience, whilst ensuring in depth knowledge of all services and products.

ACCOUNTABILITIES

•BRANCH OPERATIONS •

- Manage all areas of salon operations.

- Responsible to conduct relevant training for all staff - this includes but is not limited to retail, service, SOP, revenue, targets, consultation role play

- Ensure training is followed up on and has a positive impact

- Conduct quarterly performance reviews for team members, reporting to management the relevant findings and improvements needed to be made

- Lead the reception/call center team by being the champion of the ultimate client journey and all other key SOPs relating to reception area.

- Lead the reception team to the highest level of performance by constantly coaching them to upgrade and sell retail products and memberships.

- Go through appointments for the next day and identify new and repeat clients.

- Identify empty columns and report to management to ensure social media exposure or marketing to fill up the day

- Manage opening and closing of salon.

- Complete all required reports in an accurate and timely manner.

- Manage bookings effectively to create highest productivity and maximize down time and quiet times.

- Follow and reinforce proper sales techniques for sale of retail products.

- Ensure all staff are fully trained and regularly retrained in all service procedures and retail products.

- Ensure a first-class standard of service is delivered and maintained to promote a positive client experience.

- Promptly and effectively resolve client concerns and complaints. All complaints should be reported to Operations Manager as well

- Handle clients' questions and concerns professionally and courteously.

- Ensures that client data is recorded and maintained effectively in Phorest

- Demonstrate awareness of competitors that are operating and will be opening in the area.

- Propose marketing activities to grow the client count and salon profitability.

- Take full responsibility for all the work in connection with receipts, bookings, records and money.

- Have complete knowledge and understanding of all services and products while educating clients in these areas.

- Actively promote products, services, promotions and/or discounts available in meeting maximum retail sales goals.

- Communicate to the Manager all occurrences involving staff or clients in the salon that require attention.

- Provide accurate, appropriate and immediate responses to all requests by clients ensuring complete client satisfaction.

- Maintain a positive attitude and contribute toward a quality work environment.

- Ensure that personal grooming and appearance standards are maintained at all times.

- Maintain confidentiality and the highest degree of professional ethics at all times.

- Ensure you read the Standard Operations Manual, have a thorough understanding of and adhere to salon rules and regulations.

- Perform any other related duties as determined necessary by Management.

•CUSTOMER RELATIONSHIP MANAGEMENT (CRM) •

- Build long-term relationships with key clients.

- Address client concerns and complaints.

- Contact all new leads within two working hours from the time they contacted us.

- Engage with clients at the salon to know how the service is going, to understand their feelings and worries to achieve the goal of selling more services, recommend us in group of friends, social media, etc.

- Follow up call with all new clients within 1-2 days after first visit.

- Follow up call with non-returning clients to understand why they didn't come back and to convince them to come back.

- Implementation of a system where we do not forget to contact clients and leads.

- Deal with client complaints within 24 hours from the time we have received the complaint.

- Provide solutions to clients with special circumstances.

- Management of client databases and trade contacts.

- Planning, scheduling and implementation of external communications mailings including events, offers and promotions.

•STOCK MANAGEMENT •

- Monitor inventory levels to ensure adequate supplies are available to meet salon needs.

- Make sure relevant stock orders are within budget

- Manage product consumption and create solutions where necessary

•INTERNAL AUDIT •

- Ensure company assets and cash are protected at all times.

- Ensure that all faulty damaged items are written off properly.

- Ensure that consumables are effectively managed and written off properly.

•MAINTENANCE •

- Ensure housekeeping standards are maintained at the highest level using the Salon Daily Checklist.

- Arrange for the repair of any damages in salon, using the appointed Maintenance Company.

- Make sure that the salon is clean, presentable and all lights are working.

- Check for any damage in the salon that could hurt clients and colleagues.

- Replace or have any damaged equipment repaired.

•HUMAN RESOURCES •

- Ensure that the grooming and appearance standards of all staff are maintained at all times.

- Maintain the company standard through use of motivation or disciplinary procedure if required and approved by management

- Ensure all new recruits are developed and supported.

- Support staff in day-to-day HR issues, through an 'open door' policy.

- Always clock in and clock out and ensure team members are doing the same.

•PERSONAL CHARACTERISTICS •

- Achievement oriented

- Team building and leadership skills

- Energetic and enthusiastic

- Great communication skills

- Customer service oriented

- High standards of operation

- Stress tolerant

- Presentable

•PERFORMANCE MEASUREMENTS •

- Salon revenues

- Employee turnover

- Effectiveness of training

- Client feedback/satisfaction

•QUALIFICATIONS/REQUIREMENTS •

Minimum 12 years of schooling. A degree/diploma is a plus.

Minimum 3-4 years' experience in a hotel, salon or spa, in a reception or customer services role.

Minimum 1 year experience in supervising others in a customer service environment.

Minimum 2 years' experience in handling POS.

•COMPETENCY REQUIREMENTS •

Developing others

Drive for results

Client focused

Problem solving

Priority setting & time management

Job Type: Full-time

Application Deadline: 17/11/2024