Element

Performance Criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1 Maintain and improve treatment services and sales delivery.

1.1 Communicate, implement and regularly review policies and procedures for treatment services and sales delivery.

1.2 Seek and use customer feedback to improve the provision of treatment services and sales delivery.

1.3 Plan and implement an adequate resource allocation for treatment service provision in line with salon policy.

1.4 Consult with and involve the workplace team in taking decisions to overcome problems and adjust treatment service provision.

2 Maintain and improve salon turnover and profit margin.

2.1 Set product and service pricing based on analysis of client age demographic, hourly expenses, seat or treatment area time and target profit margin.

2.2 Set, monitor and regularly review team and individual staff member’s services and retail sales target turnovers.

2.3 Provide feedback to individual staff members on progress towards targets and general sales and treatment service performance.

2.4 Encourage staff members to take responsibility for meeting client requirements and increasing their average client bill.

2.5 Research and implement staff incentive and reward schemes to increase client re-booking as appropriate to the salon.

3 Manage contingencies.

3.1 Address and resolve treatment and service-related complaints that have been referred by staff according to salon policy.

3.2 Seek and use feedback on client satisfaction to improve future operations and services.

3.3 Monitor and evaluate corrective actions for effectiveness and use for future operational planning.

4 Coordinate staff training and support.

4.1 Negotiate staff product and treatment training with suppliers and educators to support the introduction of new equipment, products and services.

4.2 Recognise opportunities to increase the sales, safety and treatment service capabilities of members of the staff team and arrange relevant training.

4.3 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.

5 Provide a harmonious and productive working environment.

5.1 Maintain sufficient supply of stock to support services and sales delivery and meet customer requirements.

5.2 Regulate access to and use of professional products that minimise waste and support organisation’s environmental sustainability targets.

5.3 Maintain staff salaries and working conditions in line with current awards, legislation and salon policies.

5.4 Encourage team members to assist each another in achieving optimum service levels according to workplace procedures.

5.5 Establish, promote and maintain workplace programs for cleaning, storing and maintaining tools and equipment according to relevant legislative requirements and manufacturer specifications.

5.6 Replace or repair faulty equipment as soon as practicable and with minimum disruption to the work of the team.

5.7 Maintain complete and accurate records and provide access to authorised personnel.