Salon Reception Supervisor
6 months ago
**PURPOSE OF THE ROLE**
To support the branch manage to manage all Branch services, products, treatment menu, and facilities. Provide positive leadership to all service professionals within the department.
Full understanding of Branch Operation standards and implement policies and procedures to generate sales revenues.
**KEY RESPONSIBILITIES**:
1. Financial:
- Provide neat, legible payroll records in a timely manner
- Increase revenue base and maximize revenue in both service and retail sales, based on targets given
- Comprehend budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.
- Manage supplies and equipment inventories within budget.
- Effectively drive treatment delivery to meet, and where possible exceed, targets
- Revise and approve all professional items a retail products related LPOs to ensure the optimum stock level in the branches (2 weeks stock).
- Improve stock variance to 0%
- Follow established operational procedures for stock related activities.
- Control adequate storage, in and out movement, and security procedures for the stock items.
- Check expiry dates of retail and professional products regularly
- Ensure that no merchandise is received, delivered or returned unless proper documents are presented.
- Perform monthly stock taking with the Inventory coordinator.
- Ensure that delivery note are issued for branch deliveries
- Follow up incomplete deliveries to the branches
- Ensure daily sales, cash collection is accurate and complete
2. Operations:
- Fully understand of Branch operations standards and implement policies and procedures to generate sales revenues.
- Up-sell services/treatments and products for the branch to guests.
- Attend all required meeting and training sessions.
- Access all functions of computer software system in accordance within company specifications. Maintain working knowledge of computer software system
- Maintain high standards within the branch and oversee the staff to ensure smooth running of operations
- Proactive when dealing with guest expectations and complaints, acting within limit of authority
- Ensure effective management of booking system
- Maintain and manage database, records and logs of the branch as per the company standards.
- Maintain stock level and inventory
- Administer opening & closing of the Branch
- Selects, trains, evaluates, guides, supervises and periodically reviews the performance of the Support team.
- Meet on daily basis with the Support team to discuss department performance, guest feedback and division related news or/and concern or to conduct a training session.
- Set targets for Support desk upselling, specifying the treatments, communicate it by the Operations manager, ensure achievements and implement remedial actions when required.
- Conduct a daily briefing for the staff.
- Maintain cleanliness of work station and surrounding work areas and ensure that daily cleaning duties are observed
- Selects, trains, evaluates, guides, supervises and periodically reviews the performance of the team, branch cleanliness.
- Review on daily basis the guests comments and guest feedback is acknowledges with remedial action within 24hours from the reception of the complaint
- Generate monthly reports
- Coordinate and/or manage the company information systems
- Coordinate and/or manage the maintenance activities
- Upload in the system the staff schedule by 25th of each month
3. Human Resources:
- Disciplinary procedures and documentation are completed according to the company standards
- Use and accept criticism constructively
- Optimize staff utilization by reducing staff absenteeism, sick leave, and resignations
- Solicits employee feedback, utilizing an "open door" policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
- Brings issues to the attention of the Branch Manager and Human Resources as necessary
- Observe service behaviours of employees and providing feedback to individuals.
- Ensures employees understand expectations and parameters
- Provide coaching and counselling to staff members as needed with the guidance of the Branch Manager & Human Resources
- Oversee health & safety in the Branch at all times
4. Customer Service:
- Ensure through your work the comfort and satisfaction of customer
- Provide positive leadership to all service professionals within the department.
- Display a courteous, polite, unpretentious, and helpful manner at all times.
- Always aim to improve clients’ confidence and maintain a strong corporate image
- Sets a positive example for guest relations
- Interact with guests to obtain feedback on product quality and service levels
- Handle guest problems and complaints
- Empower employees to provide excellent customer service
- Emphasize guest satisfaction during all meetings and focus on continuous improvement
- Strives to improve service performance
- Ensure high standard of cu
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