Salon Branch Supervisor

Job Description

KEY RESPONSIBILITIES

1. Front Desk:
   • Inform relevant technicians of the client’s arrival with treatment details and timings.
   • Ensure communication is accurate throughout the branch and that all documents and systems reflect the correct situation of the branch.
   • Receive and greet visitors in an efficient, tactful and courteous manner.
   • Maintain adequate cash in drawer.
   • Assist in the closing of the Branch and daily sales cash collection, ensuring they are accurately administered and completed.
   • Understand customer needs (both external and internal) and build strong collaborative relationships.
   • Record delays of treatment with accuracy.
   • Have full knowledge of Front Desk SOPs.
2. Computer bookings:
   • Ensure the booking system is managed effectively with scheduling, reconfirmations, and follow-ups of client appointments.
   • Check out clients after appointments and ensure that the actual treatment is recorded in the system.
   • Ensure accurate client details are maintained and updated regularly.
   • Manage lunch blocking of the therapists.
   • Check if skills of therapists are updated.
   • Block therapist leave and identify shortages if any.
   • Maintain the checklists and SOPs of the reception area.
   • Be fully conversant with all pricing structures and promotional details.
   • Use appropriate money collector language at all times.
   • Have full knowledge of Money Collector SOPs.
3. Client/Colleague Interactions:
   • Provide a full reception service for staff and clients.
   • Handle customer queries and appointments, ensuring response/reconfirmation is given within the decided timeframe.
   • Record customer complaints and inform the Branch Manager.
   • Actively promote BBL services and retail.
   • Ensure the branch ambience is maintained.
   • Assist Branch Manager with assignments/tasks of the staff.
   • Use all required tools of communication when dealing with others, keeps supervisor informed whenever necessary, participates effectively in meetings, and delivers effective presentations.
   • Listen to client concerns with empathy and offer every possible help within the role assigned and BBL policies and procedures, ensuring follow-through of client issues until closure.
   • Work well in groups, help resolve conflicts, facilitate meetings, and work well with other departments.
   • Maintain a courteous and professional relationship with clients.
   • Guide technicians to understand client needs and eliminate misunderstandings.
   • Prepare all daily and weekly reports (Skill report, Employee movement, Maintenance & Breakage report).
   • Assist Branch Manager at staff meetings or conduct meetings in their absence.
   • Assist the Branch Manager in maintaining stock levels and inventory.
   • Assist in cost control measures.
   • Maintain cleanliness of work station and surrounding areas, ensuring daily cleaning duties are observed.
   • Ensure uniform code is maintained.
   • Assist in selecting staff for core value staff recognition programs by internal monitoring.
   • Assist in compiling requests for leave from employees.
   • Assist in checking compliance of requirements from legal authorities.
   • Assist in managing schedules of employees in the branch.
   • Assist in assigning duties to technicians.
   • Assume total responsibility for the smooth running of the Branch in the absence of the Branch Manager.

Desired Candidate Profile

• Passionate about customer service.
• Able to speak and write English.
• Good communication and people skills, including good listening skills.
• Ability to handle pressure and stress.
• Good work habits and discipline.
• Attention to detail.
• Good team player but can work independently.