RECEPTION DUTIES

QUALITIES OF A RECEPTIONIST

All clients need to feel valued. The following interpersonal skills are essential in a receptionist: 

1.Act positively and confidently 

2.Speak clearly 

3.Be friendly and smile 

4.Look at the customer and maintain eye contacts 

5.Good listening skills 

6.Be interested in everything that is going on around the reception area.

7.Give each client, individual attention and respect 
Tips A name badge is a good idea for receptionists who should wear it to indicate their names and positions.

CLIENT CARE.......     If you are engaged on the telephone when a client arrives, look up and acknowledge their presence. This is called positive body language, which makes the client feel welcome.
FIRE DRILL.......  (HEALTH AND SAFETY)   As a receptionist, you should be familiar with the emergency procedures in your organization in case of emergencies such as fire.

OPPORTUNITIES FOR PROMOTING PRODUCTS AND SERVICES.    .........

Within your area of training and responsibility, bring new products, services or promotions to the attention of clients waiting in the reception area.

RECIEVING CLIENTS........   Receptionists should have a smart appearance and be able to communicate effectively and professionally thereby creating the right impression.

The receptionist duties include:

1.maintaining  the reception and retail area;

2.looking after clients on arrival and departure;

3.scheduling appointment ;

4.dealing with enquiries;

5.telling the appropriate therapist that a client or visitor has arrived;

6.assisting with retail sales 

7.operating at the payment points and handling payments

THE RECEPTIONIST SHOULD KNOW

1.The name of each member of staff, their role and their area of responsibility.

2.The salon’s hours of opening and the days and times when each therapist is available.

3.The range of services or products offered by the salon and their cost;

4.Any booking treatment restrictions such a skin testing requirement 

5.Who to refer different types of enquires to;

6.The person in your salon to whom you should refer reception problems;

7.Any current discounts and special offers that the salon is promoting.

8.The benefit of each treatment service and each retail product;

9.The approximate time taken to complete each treatment 

10.How to schedule follow-up treatments;

NON-VERBAL COMMUNICATION....... In conversation you give signals that tell others whether you are listening or not. What do you think the following signals indicate?

1.a smile 

2.head tilted and resting on one hand

3.Eyes looking around you.

4.eyes looking semi – closed 

5.head nodding 

6.fidgeting 

Can you think of further body signals that indicate whether you are interested or not? Well give an information about what to do when such signals are given or received..

GETTING ORGANIZED

All salons use the same tabular system for organizing work although different salons use this system in different ways. The appointment system provides them with the following:

1.a daily detailed action plan 

2.a schedule of individual work allocations

3.a clear overview of business activities 

4.a general indication and expected timescales 

5.A general indication of expected sales.

The appointment system also has direct links with 

1.Resources requirements such as stock and equipments that the stylist will need during the day.

2.Client’s records such as daily sheets and till rolls which the stylist or receptionist will need to get ready till the next transaction with the client.

As you can see, this system is the hub of an efficiently run business. The information it contains must therefore be clear, accurate and up to date. But maintaining the appointment system correctly will not ensure the smooth running of the salon, you will always need to be prepared for the unexpected. Your salon may have specific contingency procedures for coping with the following unplanned situations and circumstances, but generally these simple rules apply.

LATE ARRIVAL OF CLIENTS
Suppose that clients arrive 15 minutes late for their appointment and apologetically explain that they were unavoidably held up (circumstances beyond their control). What should you do? First and foremost, be sympathetic and understanding. Find out if their stylist still has sufficient time to provide the service. If not, find out if anyone else can attend to their needs. Find out how long they may have to wait (if at all). Will the appointment have to be re-booked?

ARRIVAL OF UNSCHEDULE CLIENTS. ....... A client who arrives unexpectedly without a booked appointment should always be accommodated, provided there is an operator available and there is sufficient time to carry out the service or treatment.

OVER/DOUBLE BOOKING.......     This does occur but, it is to be hoped, not too often. Normally this situation arises accidentally when a client or a staff member has made a mistake or through poor communication. Deliberate overbooking is only done by the over optimistic staff member. The result is that other people will need to be drawn in to help; otherwise delays will be unavoidable. 


CHANGE OF BOOKING REQUIREMENTS........   

If it often happens that clients who has booked for a service following consultation changes their mind and require something different, do not worry. This could be good business – a client may come in expecting restyle cut and finish and go out with a change of around this type of situation, for example, staff performance or commissions may be based on numbers of client conversions.
STAFF ABSENCES......... Staff absence will always stretch the salon to its limits but your salon should have contingency plans to obviate the consequence of this situation.

Generally this will involve:

1.Checking client record to see if other staff members have provided the services previously.

2.Checking the availability of appointments with other staff at the same time.

MAINTAIN THE RECEPTION AREA....... The reception – is a client’s first and also final impression of a salon, whether this is on the telephone or in person when they visit, the first impression counts, so ensure the client gets the right impression.

Maintain the reception area

1.Ensure the reception area is clean and tidy at all times.

2.Ensure that you have adequate equipment and materials at all times.

3.Store client record confidentially 

4.Ensure that retail displays are clean, well – stocked and appealing to the eye.

5.Show good client care and hospitality.

THE DESIGN OF THE RECEPTION ARE LOCATION........

The reception is usually situated at the front of a beauty salon or in a store; reception may also be a cosmetic counter. In a salon, the reception should be clean, uncluttered and inviting. The advantage of having then reception at the front is so that the window can be used to attract and capture the attention and interest of potential clients. Clients, who are waiting in the reception, however, may seek privacy so the window should be attractively curtailed and the setting should be situated away form the view of the main window if possible.

There should be sitting area, It may be that small treatments such as manicures including nail art are carried out at reception. This treatment can be seen by others and may attract further clients. Hospitality is important and it shows the salon’s commitment to client care. If a client arrives early or is likely to be delayed, offer a magazine or refreshments such as coffee or water. Magazines should be renewed regularly. It is also a pleasant gesture to have sweets for the client to take.

SMOKINGThe smoking policy is determined by each salon. If smoking is allowed in reception adequate ashtray should be provided. These should be emptied and cleaned after use.

DECORATION............ The reception area should be decorated tastefully in harmonious with the decoration of the salon. Attractive posters promoting proprietary cosmetics ranges and services may be displayed on the walls. Framed certificates of the staff’s professional qualification can be displayed as well as health legislation registration certificates.

EQUIPMENT.........      The reception area should be uncluttered. The main equipment and furnishing required for an efficient reception include the following:1.A reception desk – the size of the desk will depend on the size of the salon; some salon may have several receptionists. The desk should include shelves and drawers; some have in in-built lockable cash or to write a cheque e.t.c. it should also be large enough to house the appointment book or computer (or both).2.A comfortable chair – the receptionists chair should provide adequate back support.3.A computer – computers are becoming more and more popular in the salon as they can perform many functions. They can be used to store data about clients, to keep appointment schedules, to carry out automatic stock control and to record business details such as accounts and marketing information. They can also be programmed to recommend specific treatments on the basis of personal data about the client.4.A calculator – this is used for simple financial calculations, especially if the salon does not have a computer.5.Stationery – this should include price list, gift vouchers, appointment cards and a receipt paid.6.A note pad – this is for taking notes and recording messages.7.An address and telephone book – this should hold all the frequently used telephone numbers.
TIPSCleanliness Have an attractive heavy-duty foot mat at the entrance to reception to protect the main factor covering from becoming market ACTIVITYMagazine What magazine do you think would be appropriate for beauty salon?
Video Video facility at the reception may promote salon services. Many suitable videos are available from beauty manufactures and suppliers. 
Client attraction It is important to give the right amount of attention to all clients according to their specific requirement to ensure client satisfaction. This must always be considered in a busy situation where a client may be kept waiting.
Price lists Some salon price list is embedded in booklets which details the treatments offered and explains their benefits. Electronic mail (e-mail)E-mail is a more popular method of telecommunication today and requires a computer. E-mails can only be received if the other person has a computer with the internet facility and an e-mail address. The following are other electronic devices with which to communicate with clients:
A telephone and an answering machine – the answering machine allows clients to notify you even when the salon is closed from appointments, requests or sporadic changes in schedules such as cancellation of appointment. Yin this later case, one can then re-schedule appointments as quickly as possible. If you are working on your own, the answering machine avoids interruptions during a treatment, in other to preserve patronage.
A faxing machine – this may be available at a reception. This fax is capable of transmitting text and image via a telephone line to another fax machine. This is useful when information needs to be passed on quickly. 
Record cards – these confidential cards record the personal detail of each client as registered at the salon. They should be kept in alphabetical order in a filling cabinet or card – index box and should be ready for collection by the therapist when treating new or existing clients. See the general beauty therapy unit of this book for complete unit and specific examples of record cards. Each card records1. The client s name, address, and telephone number; 2. Any medical details;3. Any contra – indication (such as allergies and contra- indication) 4. Treatment aims and outcomes;5. A basis on which to plan future treatments; 6. Services received, products used and merchandise purchased 
One must ensure that pens, pencils and erasers stay at the desk.  A display cabinet may be used to store proprietary skin-care and cosmetic products and any other merchandise sold by the salon.

HEALTH AND SAFETYEating and drinking The receptionist and other employees should not eat or drink at reception, nor should they smoke.
Ventilation To avoid losing the custom of no-smoking, the salon should ensure that air is fresh and the room adequately ventilated to remove the smell of stale tobacco.

HOW TO DEAL WITH DISATIFIED CLIENTSOccasionally a client may be unsatisfied and wish to complain. The receptionist is usually the first contact with client (either face to face or through telephone contact). She/he may have deal with dissatisfied, angry or awkward customers. Considerable skill is needed if you are to deal constructively with a potentially damaging situation. Never become angry or awkward yourself. Always remain courteous and diplomatic and communicate confidently and politely. 
1.Listen to the client as they describe their problem without making judgment. Do not make excuses for yourself or for colleagues. Do not interrupt.2.Ask questions to check that you have full background details. Summarize the clients concerns to confirm this.3. If, possible agree on a course of action, offering a solution if you can. Check that the client has agreed to the proposed. It may be necessary to consult the salon supervisors before proposing a solution to the client. If you are not sure always check first.4.Log the complaint; the date; the time; the client; name; the nature of the compliant and the course of action agreed.


APPOINTMENTSMAKING APPOINTMENTS FOR SALON SERVICES
1.Acknowledge the client immediately, especially in a busy trading condition, or answer the cell promptly if an appointment is made over the phone.2.Be knowledgeable; answering any enquiry honesty and effectively.3.Refer any enquiry that cannot be dealt with your self to the relevant person promptly.4.Record the name of the client’s treated using the appropriate aberration.Take the clients contact telephone number.Allow sufficient time Confirm all appointment details with the client 5.If in person, provide the client with an appointment card confirming details of the appointment booking.6.Ensure the client is informed of any specific treatment information e.g. the necessity of a skin test prior to certain treatments i.e. permanent tinting.7.All client information must only be accessed by those authorized to do so.
Making correct entries in the appointment book or salon computer is one of the most important duties of the receptionist. As a receptionist you must familiarize yourself with the salon’s appointment system, column headings, treatment times and any abbreviation used. Each therapist will usually have their name at the hand of a column. Entries in columns must not be relocated without the consent of the therapist or supervisor, useless they are absent.

BOOKINGSWhen a client calls to make appointment, record the client’s name and the treatment(s) they want. Allow adequate time to carry out the required services (as indicated in the following chapters). Take the client’s telephone number in case the therapist falls ill or is unable to keep the appointment for some other reason. If the client requests a particular therapist, be sure to enter the client’s name in the correct column. The hours of the day are recorded along the left-hand side of the appointment page, divided into 15mintues intervals. You must know how long each treatment takes so that you can allow sufficient time for the therapist to carry out the treatment in a safe, competent time and professional manner. If you do not allow sufficient time, the therapist will run late, and this will affect all later appointments. On the other hand, if you allow too much time, the therapist’s time will be wasted and the salon’s earning will be less than they could be. Suggested times to be allowed for each services are given in the treatment chapters. Ensure that you regularly check scheduled appointments and plan ahead. Where you notice any potential problem, put a strategy in place to rectify it. This may involve asking others to help you. Confirm the name of the therapist who will be carrying out the treatment, the date and the time. Finally, confirm or estimate the cost of the treatment to client. Treatments are usually recorded in an abbreviated form. All those who use the appointment page must be familiar with the abbreviations. The following table exemplifies the content of the Record Card: 
Treatment Abbreviation Treatment time allowedCleanse and make-upc/m/up45minsEyebrow shaping e/b reshape or trim 15minsEyebrow tintE/t10minsEyebrow perme/p45minsManicure Mani45minsNail art N/art 5 – 10mins per nailPedicure Ped45minsLeg wax: half ½ leg wax30minsThree quarter ¾ leg wax 30 – 40minsFull leg wax Full50minsBikini wax b/wax 15minsUnder wax u/arm wax15minsArm wax f/arm wax30minsEyebrow waxe/b wax15minsEar pierce e/p wax 15minsFacial F60minsFalse lashes f/lash 20mins


Treatment time does include preparation for treatment and consultation. If an appointment book is used, write each entry neatly and accurately. It is preferable to write in pencil: appointments can be amended by erasing and rewriting. Keep the book clean and clear. An appointment book is used; write each entry neatly and accurately. It is preferable to write in pencil: appointments can be amended by erasing and rewriting, keeping the book clean and clear.
Appointment cards – may be offered to the client, to confirm the client’s appointment. The card should record the treatment, the date, the day, and the time. The therapists name may also be recorded. Appointments may be made up to six weeks in advance. Often, clients will book their next appointment in the salon whilst still there. When the client arrives for their treatment, draw a line or check their name to indicate that they have arrived. If a client cancels, indicate this on the appointment page immediately, usually with a large, placed through the bookings. This enables another client to take the appointment. If a client fails to arrive, the abbreviation DNA (did not arrive) is usually written on the booking. The client’s telephone number should then be used to see if a re-booking is required.



DEALING WITH APPOINTMENT PROBLEMSThe receptionist is often required to use their initiative when helping colleagues and clients and also be able to cope with the unexpected. You are to attend to:Clients arriving late for appointments; Double bookings, with two clients requiring treatment at the same time;The arrival of unscheduled clients;Staff absence with their column for appointments.
Effective team work can usually overcome any of these situations. Receptionists should inform their colleague/ supervisor of the problem and a dependence on their experience(s) will guides on what action needs to be taken or ask them to support you in identifying a solution. You must always.Aim to accommodate clients;Not compromise any client in term of quality of servicesKeep the client informed of what action is being taken; State how long any delay to treatment will be and if this is unsuitable, offer an alternative future appointment.
SKIN SENSITIVITY (PATCH) TESTSBefore clients receive certain treatments, it may be necessary to carry out skin test, to test the skin sensitivity. The skin test is often carried out at reception and the receptionist or NVQ/SVQ level 1 therapist will be able to perform the test once they have been trained. Every client should undergo a skin test before a permanent tinting treatment to the eyelashes or eyebrows. Further tests may be necessary, depending on the sensitivity of the client, before treatments such as artificial eyelash treatment, eyelash perming, bleaching or wax depilation. Refer to the relevant chapters to familiarize yourself with the test required. 



TELEPHONE CALLS: COMMUNICATIONCommunication can be Upward, downward and parallel / horizontal. Upward communication occurs between subordinates up to their superiors. Downward communication happens from boss, down to their subordinates while Parallel / horizontal – communication is among people of the same level or status. In building new relationships, first impressions count. Good telephone technique can win clients while a poor technique looses them. Here are some guidelines for good technique:Answer quickly on average, a person may be willing to wait up to nine rings: try to respond to the call within six rings.Introduce yourself to build a rapport.Be prepared, have information and writing materials ready to hand. It should not normally be necessary to leave the caller waiting while you find something.Be welcoming and attentive. Speak clearly, without mumbling and at the right speed. Pronounce your words clearly and vary your tone. Sound interested, and never abrupt. Remember: the caller may be a new client ringing several salons, and their decision whether to visit your salon may depend on your attitude and the way you respond to their call.
Hence are some more ideas about good telephone technique:Smile – this will help you put across a warm, friendly respond to the caller.Alter the pitch of your voice as you speak, to create interest.As you answer, give the standard greetings for the salon. For example: “Good morning, visage beauty salon, Susan speaking. How may I help you?”Listen alternatively to the caller’s questions or request. You will be speaking to a variety of clients: you must respond appropriately and helpfully to each.Evaluate the information given by the caller, and be sure to respond to what they have said or asked.Use the client’s name, if you know it; this personalizes the call.In your mind, summarize the main requests from the call. Ask for further information if you need it.If you have enquiry that you cannot deal with yourself, refer to the relevant person promptly for assistance. Tell the client what you are doing.At the end, repeat the main points of the conversation clearly to check that you and the client have understood each other Close the call pleasantly – for example “Thank you for calling” Mrs Smith. Goodbye. If you receive a business call or a call form a person seeking employment, always take the caller’s name, telephone number. Your supervisors can then deal with call as soon as they are free to do so.
TRANSFERING CALLS If you transfer telephone call to anther extension, explain to the caller what you are doing and thank them for waiting. If the extension to which nine rings, explain to the caller that you will ask the person concerned to ring back as soon as possible. Take the caller’s name and telephone number.
TAKING MASSAGES Messages should be recorded on a memorandum (memo) pad. Who the message is forWho the message was from The date and time the message was received;Accurate details to the message:The telephone number or address of the caller The signature of the person who took the message.
When taking a message, repeat the details you have recorded so that the caller can check that you have got it right. Pass the message to the correct person as soon as possible.


TELEPHONE MESSAGE RECEIVED To Angela                                                     Date:  10: 7: 07From Jenny Heron                                        Time: 9: 30amNumber 273451                                            Taken by: SandraPlease could you ring jenny heron regarding her appointment on Saturday?
Professional life What do I do / about what?Ability to co-ordinate your beauty environment Subordinate is input Preparation - execution - co – ordination Management   - information Inter – personal relationship – meeting s – training – control – help follow –up – reporting – decision making 
Identifying the key task Identifying your strength and weakness Using this parametersWhich task the most important is in terms of proxify Which one is the most lucrative? What aspect of your job reflect your natural abilities What causes your problems or shouldn’t involve you at all?Which task seem irrelevant / obsolete What new method should be put into operation? This will aid you in relocating time and schedule chart.Conclusion – discovering your personal skill enables one to perform better and be fulfilled.

Aim of the analysis -To control ones job and the course of ones professional carrier.-To increase the possibility for professional mobility and the opportunity for promotion in ones present occupation or in another.
Objectives -To discover ones professional identity-To be able to understand oneself and take action -To enhance ones experience -To become aware of ones personal and professional potential -To become more autonomous and responsible 

Billings The aim of the salon is to do business and make profit; generating revenue and earning income. Therapist / stylist and the spa / salon personalities are usually aware of this and this increases motivation on the path of stylists and confidence on the path of clients. There are personal and cooperate bills. The salons include bills that must be paid by the business e.g. rent, electricity, and water rate e.t.c in the salon desk. Duties are after wards, combined with billing collection and the receipt of cash and cheque credit confirmation. Prompt attention to customer in the discharge of this service will be highly and slightly desired. Different desk persons must keep enough change at all times. Additionally such money whether in cash or cheque or other forms must be properly accounted for.
Payment methods by customers are cash, cheque, debit and credit card. Keep proper records of money paid and let change be available always. Cheques can be opened or crossed. Make sure the cheque is properly signed, well dated, well signed. Important things in appointment include take the name of clients, their phone numbers, email and addresses.

SPA / SALON PRACTICESSpa / salon in different countries and different locations adopt billing procedures that best suits their environment. In Nigeria it could any of the following ways: 1.The therapist / stylist after rendering service, writes out the cost of products and services, changed products or only service changes if no products were purchased or used in addition to the one brought by client / required for a particular service rendered. 2.Bills are written out as soon as the client moves from the reception desk to take service. This is usually so when the spa / salon is not involved in product sales.

The client Every hair dressing business has to have clients; they visit the salon due to what it has to offer. Not only good hairdressing, but clean, pleasant, hygienic surrounding and a well manned staff. Good hairdressing is achieved by patient practice and by taking time. The same applies to the skills required for dealing with people. Realizing this is the key to your success. Disagreements and bad manners have no place in a successful and harmonious working salon. The client must never be aware of any staff friction. 
Choosing service In choosing or deciding exactly is to be done, the client can be helped by the receptionist in several ways.1.Discuss what the client wants and expects. Further discussion between the hairdresser and client will determine the actual specialist hairdressing required – this is something receptionists do not usually do.2.Communicate with the client by listening to what they are telling you and understand what is required. You must then interpret what is being requested and pass their information on to a competent hairdresser.3.The hairdresser will then examine the client’s hair to determine its length, condition and any other important factors that may affect the services required.4.The hairdresser will analyze the hair type, facial features and so forth to asses whether the treatment requested is suitable, possible and safe to carryout. If not, further discussion will be needed. The hairdresser may need to take the initiative in guiding the client to a satisfactory decision.5.Make sure that the clients understand and agree to what is finally decided. This avoids any misunderstanding later on.6.Indicate how long the process will take to complete and the cost of the service, make sure the client knows, accepts and agrees with these.7.In conjunction with the hairdresser, decide whether tests (skin test) should be carried out. If so, try to arrange for them to be made before the appointment. This saves time and helps towards a successful result.
Consultation This is the process of analyzing, diagnosing and solving a problem through interaction. 
Analysis – this is the process of gathering facts in view of visible problems with the aim of arriving at the cause of the problem. Your conclusion after weighing your facts is the correct diagnosis. Consultation must be between the client and therapist. An integral part of consultation is the client’s participation. A mirror around the consultation area is very important. Communicate every observation to the client, every conclusion arrived must be told to the client. Therapist must be able to