HAIRLOOM - Receptionist Job Scope

1. Front Desk & Client Experience

Primary Role:
To be the first and last impression of Hairloom.

Responsibilities:

• Greet every client warmly upon arrival.

• Confirm appointment details (stylist, service, timing).

• Offer beverage and ensure client comfort.

• Manage waiting time communication professionally.

• Handle walk-in enquiries with clarity and confidence.

• Ensure smooth client check-in and check-out flow.

2. Appointment Management

• Manage booking system (phone, WhatsApp, online platforms).

• Confirm next-day appointments.

• Handle rescheduling and cancellations politely.

• Allocate correct service duration per stylist.

• Monitor peak periods and activate Plan B communication when needed.

• Ensure no double bookings unless approved.

3. Payment & Package Handling

• Process payments (NETS, PayNow, cash, credit card).

• Issue invoices and receipts accurately.

• Update package balances clearly and correctly.

• Explain surcharges (CNY, weekend, late hours if applicable).

• Promote top-up packages when appropriate (without pressure).

• Ensure daily cash settlement matches system records.

4. Communication & Coordination

• Liaise between stylist and client regarding:

  • Service timing

  • Price clarification

  • Waiting time updates

• Use walkie-talkie communication properly.

• Update team if client is late or special requests are made.

• Maintain professional tone in all written messages.

5. Retail & Upselling Support

• Recommend suitable haircare products (based on stylist advice).

• Explain product benefits confidently.

• Monitor retail stock display cleanliness.

• Inform management when stock is low.

6. Salon Environment & Discipline

At Hairloom, care is practiced with structure and discipline.

• Keep reception counter clean and organized.

• Ensure price list and promotions are updated.

• Maintain tidy waiting area.

• Ensure music volume and ambience align with brand.

• Follow opening and closing checklist strictly.

7. Administrative Duties

• Prepare daily sales report.

• Record stylist performance if required.

• File invoices properly.

• Assist in stock counting.

• Support management with documentation when required.

Character & Attitude Requirements

• Calm under pressure.

• Clear communicator.

• Observant and proactive.

• Responsible with money handling.

• Presentable and professional.

• Understands that reception is not just front desk - it is brand control.

Performance Indicators (KPI Example)

• Zero billing error.

• Low appointment conflict rate.

• Positive customer feedback.

• Accurate package updates.

• Smooth peak-hour coordination.