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Assistant Manager Salon

4 months ago

AlAyn, United Arab Emirates Gloss Up Beauty Lounge Full time

**POSITION: Assistant** Manager

**REPORTING RELATIONSHIPS**

Position reports to: Operations Manager

Positions supervised: 25 to 35 employees

**ROLE SUMMARY**

Responsible for operating the salon and its profitability in accordance with the company policies and procedures and ensuring that client count numbers are maintained and reviewed whilst the best service and quality in the industry are being provided.

**ACCOUNTABILITIES**

BRANCH OPERATIONS
- Manage all areas of salon operations.
- Manage opening and closing of salon.
- Complete all required reports in an accurate and timely manner.
- Manage salon P&L and ensures that expenses are effectively controlled.
- 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. Monitor via client feedback forms.
- Handle clients’ questions and concerns professionally and courteously.
- Set and monitor proper consultation procedures.
- Ensures that client data is recorded and maintained effectively.
- Demonstrate awareness of competitors that are operating and will be opening in the area.
- Ensure you have a running shift schedule for all staff and that they are aware of their work schedule.
- Ensure you have the right number of staff to ensure days off as per policy.
- Propose marketing activities to grow the client count and salon profitability.
- Ensure that staff update and maintain client record history for every service for the following reasons:

- Technical
- Client complaints
- Client preferences
- In the absence of a receptionist, to 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 the products, services, promotions and/or discounts available in meeting maximum sales goals.
- Communicate to the Operations Manager all occurrences involving staff or clients that require attention.
- Carry out team briefings on a daily basis with all staff and ensure that they are on the path to achieving their sales targets.
- Implement measures to help poor performers improve.
- Coach, motivate and take disciplinary action to ensure smooth running of the salon.
- 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 the 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.

INTERNAL AUDIT
- Ensure companies 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.

SUPPLY & DEMAND
- Reconcile delivery as per