Unit 213 Fulfil Reception Duties

Unit 213

Fulfil Reception Duties

No matter how big or small, first impressions start here!

Lesson Aims:

• Observe the legal requirements of reception duties

• Identify key communication techniques to ensure client satisfaction

• Consider the information you need to know to ensure a smooth running and efficient salon or barbershop

• Outline secure payment methods

• Consider how to deal with complaints and payment discrepencies

Lesson Intentions:

​At the end of this session, you will be able to:

• Identify legal requirements for carrying out reception duties for salons and barbershops

• Outline likely operations within the salon or barbershop - services offered, prices, diary availability etc

• Demonstrate how best to carry out reception duties

​Talking point...

Why do we need to know this? My barbershop doesn't even have a reception area!

It's true! Not all salons and barbershops have a dedicated receptionist or a reception area however, this doesn't mean that you won't carry out reception duties. It is important that you know how to book clients in to your diary (POS, paper or online app ), check them out with payment providers, deal with the public face to face and on the phone and even potentially stock and sell products.

Self employed stylists that visit client homes will still need to keep a diary and have price lists and services available on one platform or another.

Your reception area may not compare to a large salon or barbershop but you will still use the same principles day to day!

Most importantly, receptionists who practice all these responsibilities to a high standard ensure organisation and efficiency in the salon. This promotes happy clients. Happy clients come back and keep coming back. They tell their friend which equates to more clients, more growth and more success for your barbershop or salon.

Watch this short video that discusses how a good receptionist can make the difference between retaining or losing a client

https://youtu.be/WyQLQzpuzdI

​What are the roles and responsibilities of a receptionist?

​Consider a traditional receptionist role at a hair salon or barbershop.

As a group create a mind map, considering all of the potential roles and responsibilities carried out day to day by a receptionist or reception team. Do you think receptionists have a big work load?

​What are the roles and responsibilities of a receptionist?

​Client care - meeting and greeting!

​Keeping reception clean and tidy

​Maintaining retail stock displays

​Maintaining salon security

​Carrying out skin and hair tests

​Managing discounts and promotions

Taking payments

Dealing with complaints

Managing diaries for stylists

Booking and confirming client appointments

Organising and distributing salon post

​Preparing client record cards and much more!

​First impressions

A receptionist must ensure that the salon is well presented and portrays a professional image. This could include:

• Ensuring the seating area is tidy and clean

• Magazines/look books are in good order and up to date

• Used cups and glasses are removed from view

• Surfaces and floors are free from dust and hair

Your reception area should reflect how you want you client to feel as soon as they walk in the door! You should consider likely wait times for appointments/between services and how you can make your client feel valuable during that wait. Some salons and barbershops have TV's, iPads, computer consoles, complimentary snacks, selfie walls - the world is your oyster in a reception area!

​Retail stock displays

The reception area is a great place for retail displays. It is important to check and maintain stock levels to ensure that displays are full - you should always keep a record of your stock on paper or electronically and carry out regular inventory to keep track of what has been sold and what is remaining.

Engaging displays increase the likelihood of sale! Get creative and display the stock in an eye-catching manner with clear identification of costs so clients don't have to ask - this can make people feel uncomfortable!

Inventory Activity

Observe the inventory below - at the beginning of the month there were 20 of each product on display. This data reflects the stock after four weeks. Which products might need to reviewed or reordered, why?

​Item Name	​Cost	​Sale price	​Quantity In Stock	​Suggested Stock
​Hairbond Texturiser Hair Cream 200ml	​£12.00	​£22.00	​6	​20
​Hairbond Wonder Hair Primer Spray 150ml	£10.00​	​£18.00	​14	​20
​Hairbond Wonder Hair Repair Mask 200ml	​£11.50	​£32.00	​19	​20
​Hairbond Texturiser Salt Spray 150ml	​£9.50	​£18.00	​0	​20

Salon Security

Salon and barbershop security will vary from place to place. It is important to follow your salon policy to ensure staff, clients, stock and the premises are kept safe and secure and to deter breaches in security. This could include:

• storing minimal cash in the till and transferring it to a safe or depositing it in a bank or post office at the end of the day

• keeping the till locked and key removed when the reception desk is not attended

• keeping staff belongings in lockers or staff only areas

• encouraging clients to keep their personal belongings with them at all times

• securing salon doors when working alone, particularly at night

• displaying retail stands behind reception desks or in a lockable cabinet

Salon Security

Question One

If your salon had one product per week stolen from it's retail stand that cost £9.50 + 20% VAT, how much money would be lost to the salon over one year (52 weeks)?

Question Two

According to the Office for National Statistics, what is the average yearly turnover for a Cornish hair salon?

A - £29,207 B - £39,207 C - £49,207

​Communication

• A receptionist must be able to demonstrate effective and positive communication face to face, by phone, email, text and on social media.

• You must be able to attend to enquiries and learn how to balance peoples needs making considerations for who you should attend to first and why.

• In person, you should always greet people promptly and warmly and immediately confirm their appointment - what time and who it is with and the service that they are expecting.

• You can then offer to hang up coats, show them to a seat, offer refreshments and keep the client informed of any potential wait for their appointment.

Communication

It's a busy day in the barbershop - all staff are with clients and all of these people are waiting to talk to you. Who should you speak to first?

​An angry client who is upset because their appointment has been double booked

​Your partner who has brought your lunch in

​The telephone that's ringing

​A new client who has an appointment in 15 minutes

​This client is waiting to pay - he has just had his haircut and needs to leave!

​Communication

​It is important to be able to make adaptations to the way you communicate so you can respond appropriately to different situations and client needs. Some key techniques include:

• Speak clearly

• Avoid technical jargon

• Maintain eye contact and use positive body language

• Keep to the subject matter

• Summarise key, agreed points

Making appointments

​In order to make a client appointment we need to gather some key information including:

• their full name and contact telephone number

• the required service such as, a cut and blow dry

• if they are having a chemical service, whether they have had a suitable skin test and assurance that they are over 16 years of age

• the date and time that they would like to come in

• their preferred stylist

​Always repeat the information back to the client to ensure the details are correct and confirmed

Making appointments - A typical conversation

​Receptionist - Good morning, Koko Salon, how can I help?

Client - Oh hi there, I was hoping to book in for a hair cut and beard trim with Sarah please?

Receptionist - Sure, no problem at all! Did you have a good day and time in mind?

Client - Is there any availability next Thursday at 4pm?

Receptionist - Sarah is actually busy at that time, however, she could fit you in at 4:45pm - would that work for you?

Client - What sort of time would I be there till if I came at that time please?

Receptionist - That appointment should take 45 minutes to an hour, so you could expect to leave around 5:45pm.

Client - Ok, yes that will work thank you.

Receptionist - Great, I'll get that booked in for you. A hair cut and beard trim with Sarah. Can I take your name and telephone number please?

Client - Yes it's James Green and my phone number is 07865 224355

Receptionist - Thanks James, that's 07865 224355, is that correct?

Client - Yes that's right. How much will that service be by the way?

Receptionist - It will be £27.00 altogether and we take cash and card payments - is that ok for you?

Client - Yes, that's ideal thank you.

Receptionist - Brilliant, can I help you with anything else James?

Client - No, that's all thank you.

Receptionist - You're very welcome, we will see you on Thursday the 16th at 4:45pm for your cut and beard trim with Sarah. If you need to make any changes to your appointment or you have any questions before then, please feel free to get in contact.

Regarding the selling and usage of retail and chemical products that must be fit for purpose and of satisfactory quality as well as the provision of services that should be completed to proper standard of workmanship, completed in reasonable time and for reasonable charge.

​The Supply of Goods and Services Act 1982

Your legal responsibilities

​Data Protection Act (GDPR)

Regarding the proper handling of client details and sensitive information that must be kept secure, accurate and up to date.

They should not be shared and should be only used for professional purposes. They should be available to clients at all times and disposed of securely once no longer needed.

​If you breached either legislation, what consequences might you expect?

​Salon and Barbershop Service

Costs, durations and services in salons and barbershops, vary immensely.

Small local establishments may charge a nominal amount for regular clients for services such as a blow dry and sets compared to city salons or bars offering a blow dry for a night out or a formal event. This would likely be a much higher price point that may involve more layers of service - bespoke products, longer service time etc.

​These two barbershop price lists highlight the difference in prices between a small local shop with a low price points and lots of client incentives and a premium shop in London's St. Jame's where a shampoo and finish alone costs £50.00!

​This price list goes on to highlight how prices can vary within a hair salon or barbershop. This is called a Varied Pricing Structure.

Prices can vary up to 50% between the owner or Creative Designer and a Graduate stylist.

Receptionists could be required to calculate a varied bill where a service has been carried out by multiple staff members.

Task One

Calculate the cost of a "Colour Lover" Half Head Foils and Toner, a Cut and Blow with a Senior Designer and a blow dry with a Graduate stylist?

Task Two

Calculate the cost of "Colour Service" Root Touch, a men's Restyle with the Creative Designer and a Olaplex Treatment?

​Appointment Times

It is important to consider service time when scheduling an appointment. Times can vary across staff members and you must make considerations for existing appointments to maximise the efficiency of the stylists working day.

Most salons will now work with an electronic booking system where the receptionist can pre set service times for each employee in 15/30/45/60 minute time slots

For example:

• A consultation would be pre set for 15 minutes

• Short hair blow dry for 30 minutes

• Full head colour for 45 minutes

• Shampoo, cut and beard trim for 60 minutes

​Discounts and Special Offers

Offering discounts and offers can be a great way of rewarding your existing clients for their loyalty.

It can also be a great tool in attracting new clients to your salon or barbers and help entice clients in if their is a particular service that you want to carry out for personal development.

You may have found an image that you want to recreate - offering a discount on a specific creative colour encourages clients in and allows you to stretch your skills with a willing model.

​Discounts and Special Offers

Discounts and offers can be advertised online, on social media, in your salon or barbershop window and printed to give out.

It's important as a receptionist to be aware of all discounts available at any time and which stylist they apply to.

Your manager should be clear about the rules and regulations of each offer to ensure clarity for you and the clientele.

You should also be able and clear on how to work out each discount when checking clients out at the end of the service.

• calculator

• price scanner

• till

• point of sale

• pen and paper

​​Calculating Payments

​Confirm the total to your client and break down the costs if needed. Your client may like to add on retail products at this point. Use a price list that clearly indicates costs and is accurate throughout the salon and any social media.

​​Inform your client

Card payment slips should be kept secure to protect client details confidential. Clients paying by card, using chip and pin should be given privacy when entering their details

​​Secure payments

​

• Cash

• Card

• Gift vouchers

• Promotions

• Introductory offers

​​Types of payment

​Resolving Payment Discrepancies

As the primary point of payment you may experience issues regarding payment methods with your clients. You will have to work within the limits of your own authority to solve these issues where ever possible.

You should always try and solve payment issues simply and discreetly to avoid embarrassment to clients and staff - suspect payments do not mean that your client is guilty of fraud, it might simply mean that the card cannot be authorised by the card company. In worst cases, your client may be a victim of fraud! It is an important to be vigilent and resolve issues to avoid loss of profit and to ensure your till balances at the end of the day.

Issues outside of your authority should be referred to your Salon Manager.

​If a client attempts to pay by cheque you should ask them for ID to ensure that the cheque matches their identification. Many salons and barbershops no longer accept cheques as they cannot be guaranteed. Your salon policy may insist upon an alternative form of payment - this is acceptable.

​​Stolen cheques

​Cards that are not signed, out of date or in very poor condition where, for example, the chip is cracked or broken are not valid for use.

This will usually result in a warning on your mearchant terminal when use is attempted.

​​Invalid cards

​This could be notes that are no longer accepted - old designs that have expired, those with incorrect markings and even foreign currency. Some salons in tourist areas accept euros however generally, salons and barbershops only accept cash in sterling. You should check you salon policy about receiving cash.

​​Invalid currency

​Your merchant terminal may inform you that a card is stolen or counterfeit. You must follow the instructions on screen which usually involves phoning the merchant up for further instruction. They may tell you that you have to retain or destroy the card and in some cases, you must phone the police.

​​Stolen cards

​Carry out practice in your college and placement salon or barbershop

Now it's time to put theory into practice

• Get to know your salon or shop policy

• Investigate the products available and their prices - do they include VAT?

• Practice accepting phone calls and booking clients in - if you are working on paper, remember to only use pencil!

• Practice the payment methods that you accept and how to check a client out on you Point of Sale (POS) system

Lesson Intentions - Review

​Now the session is complete, can you...

• Identify legal requirements for carrying out reception duties for salons and barbershops

• Outline likely operations within the salon or barbershop - services offered, prices, diary availability etc

• Demonstrate how best to carry out reception duties