1. The Official Guide to Hairdressing and Barbering Level 2 NVQ, 9781408071106, © Cengage Learning 2013 Salon reception duties Chapter 4 Reception

2. The Official Guide to Hairdressing and Barbering Level 2 NVQ, 9781408071106, © Cengage Learning 2013 Salon reception duties By the end of this unit you will have the knowledge and skills to fulfil salon reception duties.

3. The Official Guide to Hairdressing and Barbering Level 2 NVQ, 9781408071106, © Cengage Learning 2013 Salon reception duties (cont.) Reception is the most important area of the salon. Reception and the receptionist create the first impression that visitors get when they make contact with the salon. Refer to textbook Chapter 4, page 2 Complete Activity 1 Role of a receptionist

4. The Official Guide to Hairdressing and Barbering Level 2 NVQ, 9781408071106, © Cengage Learning 2013 4 Salon reception duties (cont.) The duties of a receptionist include: Making the client welcome and dealing with enquiries Answering the telephone Making appointments Handling money (cash and non-cash) Balancing the till Stock control Cleaning and tidying

5. The Official Guide to Hairdressing and Barbering Level 2 NVQ, 9781408071106, © Cengage Learning 2013 5 Keywords Appointment system: The efficient way of organising the salon work. Confidentiality: The professional way of handling client information. Client care: Maintaining goodwill whilst developing a regular, repeated business. Valid and invalid payment: The differences between the honest and dishonest attempts for payment. Salon reception duties (cont.)

6. The Official Guide to Hairdressing and Barbering Level 2 NVQ, 9781408071106, © Cengage Learning 2013 Salon reception duties (cont.) First impressions The first impression the client gets when they arrive at reception will influence the remainder of their visit. The reception is the ‘hub’ of the salon – if it does not function well then the salon will not be efficient. Always make sure all the tasks you are required to carry out are done well. Always put the client first. Always meet the salon’s and the clients’ expectations. Refer to textbook Chapter 4, page 3

7. The Official Guide to Hairdressing and Barbering Level 2 NVQ, 9781408071106, © Cengage Learning 2013 Be able to carry out reception duties Communicate and behave in a professional manner 1 Spot Acknowledge the client’s presence immediately. 3 Show Ensure that your body language gives positive, open and clear non- verbal messages. 4 Speak Be polite, using suitable language an d tone. Offer help. Apologise for any delays. 5 Solve Respond quickly and appropriately to the client’s needs. 2 Smile Give a welcoming smile and make eye contact. Stop what you are doing whenever possible. This helps to give a positive and friendly impression. This includes gestures, facial expressions and posture. Your salon may require a particular greeting. Follow procedures for making/ changin g appointments, gowning up, etc. Complete Activity 2 Communication

8. The Official Guide to Hairdressing and Barbering Level 2 NVQ, 9781408071106, © Cengage Learning 2013 Be able to carry out reception duties (cont.) Dealing with telephone calls Take the call Listen carefully Listen for key details. If the caller has a lot to say, make comments to show that you are listening. Make notes. Use an appropriate greeting and give the name of the salon. Offer help. Tips Smile so that your voice sounds cheerful. Speak clearly. Check details Ask for more information. Ask the caller to spell their name. Repeat any information back. Ask the caller to repeat anything that is not clear. Offer alternatives if necessary. Confirm details Close the conversation Thank the caller by name. Use an appropriate closing phrase. Explain anything the caller needs to know. Summarise the key details. Check that the caller has understood. Complete Activity 2 Communication Refer to textbook Chapter 4, page 8

9. The Official Guide to Hairdressing and Barbering Level 2 NVQ, 9781408071106, © Cengage Learning 2013 Be able to carry out reception duties (cont.) Situations the receptionist has to deal with. Identify the nature of the enquiry. As well as greeting and dealing with the client on arrival and on leaving, the receptionist will have to deal with the following: Late arrivals Unscheduled arrivals and ‘walk ins’ Double bookings Changes to booked services Staff absences Remember confidentiality

10. The Official Guide to Hairdressing and Barbering Level 2 NVQ, 9781408071106, © Cengage Learning 2013 Be able to carry out reception duties (cont.) EKU G8.1 EKU G8.2 EKU G8.3 EKU G8.4 Maintaining a hygienic and tidy reception area Keeping everything at reception clean, tidy and well organised will make it easier to carry out your work and impress the clients. The desk should always be tidy with everything in its place. Retail products always well displayed and properly stocked. Waiting chairs, magazines tidy and clean. Message pads, etc. available. Appointment system ready for use. Your personal appearance up to standard. Complete Activity 3 Salon services and Scenarios

11. The Official Guide to Hairdressing and Barbering Level 2 NVQ, 9781408071106, © Cengage Learning 2013 11 Salon reception duties Revisit lesson content Carry out Activity 4 Gapped handout Introduce next session Complete Activity 4 Salon reception duties and Interactive quiz