Ladies Salon - Branch Operation Manager

Job Description

High-end ladies salon in Riyadh.Main Objective:Responsible for day-to-day operational running of branch, ensuring high level of customer satisfaction and adherence to municipality regulations.Deliverables/Results:

• Customer Satisfaction
• Sales Target Achievement
• Policy Compliance

Key Responsibilities:SALES:

• Maximize sales via up-selling, cross-selling & retail sales and coach staff to do the same.
• Administer staff and client scheduling for maximum revenue generation.
• Plan weekly sales in advance & maintain a regular schedule of appointments.
• Under guidance of Area Manager: create plan to reach Monthly Sales Target.
• Monitor Sales and send Weekly Target Update Sheet to Area Manager.

RECEPTION & FINANCE:

• Ensure professional efficient running of Reception; including client check-in/check-out, payments, appointment management and services.
• Supervise phone calls, whatsapp, Rebooking, Missed Calls, No Shows.
• Provide necessary coaching & support to Reception Team.
• Ensure documenting correct client data including ?New Clients? source.
• Ensure accurate sales process, billing, invoices..etc. & Daily Sales Closing.
• Manage Cash Deposits process.
• Manage Petty Cash process.
• Conduct necessary Daily & Weekly Checklists.
• Exhibit advanced knowledge in managing salon software.

CUSTOMER SERVICE:

• Maintain up-to-date knowledge about all salon services, products and beauty trends.
• Build relations with customers, & anticipate their needs are being met in the best way.
• Monitor customer satisfaction with surveys and feedback phone calls.
• Solicit positive customer reviews on Google Business and Social Media.
• Exhibit a professional attitude, diplomacy and an ability to handle difficult situations. Ensure complaints are handled in a professional and gracious way.
• Escalate serious client complaints to Area Manager and keep appropriate email records.

STOCK & PRODUCT MANAGEMENT:

• Conduct monthly Inventory and submit to Finance/Management.
• Prepare Purchase Orders and submit to Area Manager for approval.
• Ensure adequate stock of retail, backbar, tools..etc.
• Manage Stock Transfers Process (receiving & sending to other branches).
• Maintain professional relationship with Suppliers.
• Ensure Staff has necessary knowledge about all products (retail, backbar, treatments).
• Ensure retail displays are maintained in a way to maximize sales.

OPERATIONS:

• Ensure timely and professional opening and closing of salon.
• Ensure the implementation of all internal and municipality guidelines.
• Supervise consultations, services, proper use of products and tools..etc.
• Ensure efficient housekeeping, hospitality and tidiness of all salon areas.
• Ensure all salon equipment and tools are maintained in good working order and arrange for maintenance as required e.g. tools, equipment, lighting, AC, doors/locks, computers/printers..etc
• Under guidance of Area Manager: train new staff.
• Under guidance of Area Manager: coordinate with Suppliers for necessary training.
• Escalate any serious incidents to Area Manager and keep appropriate email records.

STAFFING & EMPLOYEES:

• Keep accurate records of staff attendance and share monthly reports with HR/Finance.
• Manage staff scheduling.
• Contribute to performance reviews of staff.
• Create a positive & respectful environment of teamwork among staff.
• Communicate new updates, policies or reminders to staff as directed by Area manager.
• Provide necessary coaching & support to Operations Team.
• Counsel employees who are not meeting standards on personal grooming, client consultation, customer service, up-selling or service performance.
• Under guidance of Area Manager: coordinate Vacation Requests of staff.
• Escalate any employee discipline matters to the Area Manager and keep appropriate email records of incidents.

MARKETING:

• Work closely with Area Manager to contribute to and implement marketing plans, manage events and partnerships and be proactive in promoting salon?s image and business.
• Manage visits of Influencers & VIP?s and ensure their satisfaction.
• Collaborate with and support Social Media Coordinator as needed.

Keyskills :