We are looking for a branch supervisor who will report to the branch manager.

PURPOSE OF THE ROLE:
To establish relationship with the clients to high standard of customer service by maintaining the reception area and managing data base effectively.

KEY RESPONSIBILITIES:

Front Desk:

• Inform relevant technicians of the client’s arrival with treatment details and timings
• Ensure communication is accurate throughout the branch and that all documents and systems reflect the correct situation of the branch
• Receive and greet visitors in an efficient, tactful and courteous manner
• Maintain adequate cash in drawer.
• Assisting in the closing of the Branch and daily sales cash collection and ensuring they are accurately administered and completed.
• Understands the customer (both external and internal) / phone and face to face, builds strong collaborative customer relationships and builds customer trust and confidence
• Record delays of treatment with accuracy
• Have full knowledge of Front Desk SOPs

• Ensure the booking system is managed effectively with scheduling, reconfirmations and follow ups of client appointments changing colours in the phorest system
• Check out clients after appointments and ensure that the actual treatment is recorded in the system.

• Sign the waiting list
• Manage lunch blocking of the therapists
• Check if skills of therapists are updated
• Blocking of therapist leave and identify shortage if any
• Money collector:
• Maintain the checklists and SOP’s of the reception area
• Fully conversant with all pricing structure and promotional details.
• Use appropriate money collector language at all time
• Have full knowledge of Money Collector SOPs

• Provide a full reception service for staff and clients

• Develop and maintain a courteous and professional relationship with clients.
• Handle customer complaints and ensure response is given within the decided timeframe.
• Guide technicians to acquire a thorough comprehension of client's needs, mistakes and misunderstanding to be eliminated
• Ensure communication is accurate throughout the branch and that all documents and systems reflect the correct situation of the branch
• Prepare all daily and weekly reports (Skill report, Employee movement, Maintenance & Breakage report)
• Assist Branch Manager at staff meetings, or conduct meetings in absence of the Branch Manager
• Assist the Branch Manager to maintain stock level and inventory.
• Assist in cost control measures
• Maintain cleanliness of work station and surrounding work areas and ensure that daily cleaning duties are observed

• Assist in compiling requests of leave from employees
• Assist in checking the compliance of requirements from Legal authorities
• Assist in the management of Schedules of employees in the branch
• Assist in assigning duties to technicians
• Assisting in the closing of the Branch and daily sales cash collection and ensuring they are accurately administered and completed.
• Assume total responsibility for the smooth running of the Branch in the absence of Branch Manager.

• High school or equivalent
• Vocational training certificate

• Passionate about customer service
• Able to speak and write English
• Good communication and people skills, including good listening skills
• Time management skills
• Ability to handle pressure and stress
• Good Work Habits and discipline
• Attention to Detail
• Good team player but can work independently
• Excellent Personal Grooming
• Computer literate (word & excel)
• Able to operate POS
• Ability to handle pressure and stress
• Multi-tasking
• Good phone skills
• Customer service knowledge
• Solid services & products knowledge

• Min. 3 years’ experience working as a front office leader in a salon, spa or similar business