Elements and Performance Criteria
- Maintain and improve treatment services and sales delivery.
- Communicate, implement and regularly review policies and procedures for treatment services and sales delivery.
- Seek and use customer feedback to improve the provision of treatment services and sales delivery.
- Plan and implement an adequate resource allocation for treatment service provision in line with salon policy.
- Consult with and involve the workplace team in taking decisions to overcome problems and adjust treatment service provision.
- Maintain and improve salon turnover and profit margin.
- Set product and service pricing based on analysis of client age demographic, hourly expenses, seat or treatment area time and target profit margin.
- Set, monitor and regularly review team and individual staff member’s services and retail sales target turnovers.
- Provide feedback to individual staff members on progress towards targets and general sales and treatment service performance.
- Encourage staff members to take responsibility for meeting client requirements and increasing their average client bill.
- Research and implement staff incentive and reward schemes to increase client re-booking as appropriate to the salon.
- Manage contingencies.
- Address and resolve treatment and service-related complaints that have been referred by staff according to salon policy.
- Seek and use feedback on client satisfaction to improve future operations and services.
- Monitor and evaluate corrective actions for effectiveness and use for future operational planning.
- Coordinate staff training and support.
- Negotiate staff product and treatment training with suppliers and educators to support the introduction of new equipment, products and services.
- Recognise opportunities to increase the sales, safety and treatment service capabilities of members of the staff team and arrange relevant training.
- Allocate a workplace mentor or supervisor to staff undertaking training to ensure on-the-job and off-the-job training and practice occur according to a predetermined training plan.
- Provide a harmonious and productive working environment.
- Maintain sufficient supply of stock to support services and sales delivery and meet customer requirements.
- Regulate access to and use of professional products that minimise waste and support organisation’s environmental sustainability targets.
- Maintain staff salaries and working conditions in line with current awards, legislation and salon policies.
- Encourage team members to assist each another in achieving optimum service levels according to workplace procedures.
- Establish, promote and maintain workplace programs for cleaning, storing and maintaining tools and equipment according to relevant legislative requirements and manufacturer specifications.
- Replace or repair faulty equipment as soon as practicable and with minimum disruption to the work of the team.
- Maintain complete and accurate records and provide access to authorised personnel.