ELEMENT

PERFORMANCE CRITERIA

1

Maintain and improve hairdressing services and sales delivery.

1.1

Policies and procedures for services and sales delivery are implemented, communicated and reviewed on a regular basis.

1.2

Customer feedback is sought and used to improve the provision of services and sales delivery.

1.3

Resource allocation for quality client service provision is adequate and maintained in line with salon policy.

1.4

Decisions to overcome problems and adjust service provision are made in consultation with the workplace team.

2

Maintain and improve salon turnover and profit margin.

2.1

Product and service pricing is set, based on analysis of the client age demographic, hourly expenses, seat time and target profit margin.

2.2

Team and individual staff member's hairdressing services and retail sales target turnovers are set, monitored and reviewed regularly.

2.3

Feedback is provided to individual staff members on progress towards targets and general sales and service performance.

2.4

Staff members are encouraged to take responsibility for meeting client requirements and increasing their average client bill.

2.5

Staff incentive and reward schemes to increase client re-booking are researched and implemented as appropriate to the salon.

3

Manage contingencies.

3.1

Technical and service-related complaints that have been referred by staff are addressed and resolved according to salon policy.

3.2

Feedback on client satisfaction is sought and used to improve future operations and services.

3.3

Corrective actions are monitored and evaluated for effectiveness and used for future operational planning.

4

Negotiate the supply of product.

4.1

Cost, supply and payment arrangements with product suppliers are negotiated and implemented according to salon policy and communicated with relevant staff.

4.2

Records of suppliers and stock are monitored for accuracy and legibility, and action is taken where necessary.

4.3

Factors affecting the supply of stock are identified and immediate corrective action is taken where actual problems with supply are indicated.

4.4

New suppliers and products are identified and developed to maintain and improve the salon sales and services range.

5

Coordinate staff training and support.

5.1

Staff technical and product training is negotiated with suppliers and educators to support the introduction of new products and services.

5.2

Opportunities to increase the sales, safety and technical or customer service capabilities of members of the staff team are noted and relevant training is arranged.

5.3

Apprentices are allocated a workplace mentor/supervisor to ensure on-the-job and off-the-job training occurs according to a predetermined training plan.

6

Provide a harmonious and productive working environment.

6.1

Sufficient supply of stock is maintained to support services and sales delivery and meet customer requirements.

6.2

Access to and use of professional products are regulated to minimise waste.

6.3

Staff salaries and working conditions are maintained in line with current awards, legislation and salon policies.

6.4

Team members are encouraged to assist one another to achieve optimum service levels according to workplace procedures.

6.5

Tools and equipment are cleaned, stored and maintained according to relevant legislative requirements, and recommended schedules and procedures.

6.6

Faulty equipment is replaced or repaired as soon as practicable and with minimum disruption to the work of the team.

6.7

Complete and accurate records are maintained and made available to authorised personnel.