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					                                    JOB DESCRIPTION

Job Title:                        Senior Receptionist – The Park Hair, Spa & Beauty
                                  Salons
Directorate:                      Learning and Achievement
Academy:                          Business Development & Adult Responsive
Reporting to:                     Salon Manager - Graduate Hair, Spa & Beauty
Date JD produced                  November 2009
Post Reference number:            SMT 78

The primary purpose of this job role is to;
Be responsible for the efficient management of the reception areas for the Graduate Hair,
Spa and Beauty Salons at Cambridge Regional College. The role will involve the promoting
and advertising of the salon externally and internally to ensure a regular clientele for the
salons.

The post holder will also deputise for the Salon Manager - Graduate Hair, Spa & Beauty in
their absence

The primary duties, tasks and responsibilities of this job role are;

1.    Image & Professional Standards
      1. All Reception areas welcoming, clean and tidy
      2. All Reception staff in designated staff uniform and presenting a professional
         appearance
      3. Ensure salon cleanliness is maintained to salon service levels

2.    Deliver and develop excellent client service standards
      1. Maintain and constantly review client service standards
      2. Ensure all clients at reception receive prompt attention and excellent service
      3. Obtain client satisfaction feedback
      4. Monitor client loyalty and measure repeat business trends
      5. Ensure all commendations and complaints are logged and dealt with in line with
         Salon/ College policy
      6. Monitor telephone call handling at all reception points to ensure standards are
         maintained
      7. Provide guidance to Salon Manager on recommendations for improvements in
         service standards

3.    Cash handling processes and procedures
      1. Be responsible for adherence to all cash handling, banking and financial processes
         and procedures in line with Salon/CRC policy
      2. Maintain petty cash levels

4.    Operational activities
      1. In the absence of the Graduate Salon Manager ensure exemplary work practices
         and good staff discipline
      2. Supervise reception staff and salon junior staff working on reception to maximise
         their productivity and ensure their professionalism.
      3. Assess students during their Customer Service qualification.
      4. Ensure induction and training is recorded for staff on reception duties All relevant
          paperwork to be completed
      5. Monitor, action plan and review progress of staff/students whilst in the Graduate
          reception.
      6. Encourage and motivate all staff to achieve their potential
      7. Maintain a positive, creative work environment for the benefit of clients and staff
      8. Ensure all telephone queries are dealt with in line with salon policy
      9. Ensure all client appointment booking systems operate efficiently in line with salon
          policy
      10. Ensure all internal and external communications are responded to quickly,
          efficiently and politely
      11. Compile and produce weekly analysis reports for Salon Manager on salon income,
          client count, individual staff productivity and service/treatment popularity
      12. Market the salons, both for the external and internal markets to ensure that it has a
          high profile and attracts a large regular clientele

5.    Displays/Exhibitions
      1. Ensure all displays are arranged to maximise retail and treatment sales.
      2. Ensure all displays are current and professional
      3. Work closely with Salon Manager to promote the ‘The Park’ and ‘Graduate Salon’
         image through all media
      4. Support the Salon Manager in the organisation of the various promotional activities
         required to promote the business image and sales

6.    Retail Sales
      1. Maintain up to date product knowledge for all ranges of retail products in Graduate
         Hair, Spa and Beauty salons.
      2. Advise clients on range of retail products available
      3. Achieve retail sales targets set in business plan for Graduate Hair, Spa and Beauty
         salons.
      4. Be responsible for retail product stocktaking, stock rotation, displays and security

7.    Health & Safety
      1. Ensure all clients have a sensitivity test as required in salon policy and
         manufacturer’s product instructions
      2. Ensure all systems for client records comply with current data protection
         requirements
      3. Ensure all client records are completed and maintained in line with salon policy
      4. Ensure client confidentiality at all times

The resource management responsibilities of this role are;

Financial:
    Achieve retail sales income targets set for the Graduate salon
    Contribute to overall income targets set for the Academy
Special conditions or working arrangements applicable to this role are;

This post is defined as being within a regulated environment and therefore the postholder is
required to hold an enhanced CRB disclosure check deemed acceptable to the College and
to be re-checked every 4 years.

The College is committed to safeguarding and promoting the welfare of children and
vulnerable adults and expects all employees and volunteers to share this commitment.

Please note that this job description is current as at the date shown above. In consultation
with you, it is liable to change to reflect changes in the job.


Terms and Conditions                           Details


Salary Scale                                   APT&C Scale 5


Salary: (to be pro rated if part-time)         £19,528 - £21,448 p.a. (pay award pending)


Superannuation Scheme:                         Local Government Pension Scheme


Number of hours to be worked per week          37 hours per week


Full year or term time only contract           Full year


Contract type                                  Permanent


Annual Leave Entitlement                       25 days per annum
                                   EMPLOYEE PROFILE

Post: Senior Receptionist – The Park Hair, Spa & Beauty Salons

ATTRIBUTES       ESSENTIAL ATTRIBUTES                ADDITIONAL KEY              ASSESSMENT
                 CANDIATES MUST HAVE                 ATTRIBUTES                  METHOD
                 ON ENTERING THE ROLE                ALREADY HELD OR TO
                                                     BE DEVELOPED TO             e.g., application
                                                     PERFORM THE ROLE            form, interview,
                                                                                 tests

                 A recognised Hair/Beauty                                        Application form
Qualifications   Customer Service qualification                                  Certificates
                 or equivalent at a level 3

Related          Evidence of a proven track                                      Application form
Experience       record of providing excellent       Training of others in the
                 customer service in a               workplace                   Interview / test
                 professional environment

                 Supervisory or team
                 management experience.

                 Substantial recent, relevant
                 and continuous experience in
                 a customer service industry
                 e.g. Hairdressing, Beauty
                 Hospitality, Medical

                 Competent user of IT systems

Special          This post will include evening                                  Interview
Circumstances    and weekend work.

                 Agreement to undertake                                          Interview
                 further training as required

                 To undertake a relevant
                 apprenticeship programme
                 where eligible.

Knowledge,       Ability to achieve targets set in                               Interview / test
skills and       relation to work role
abilities
                 Can demonstrate a high
                 standard of interpersonal and                                   Interview / test
                 communication skills
                 Able to work with people of all                                 Interview
                 age groups

                 Able to lead and work as part
                 of a team                                                       Interview

                 Able to develop and manage                                      Interview
                 positive working relationships
                  with colleagues


                  Ability to plan and organise   Interview / test
                  and complete tasks

Disposition and   Flexible, responsive, and      Interview
approach          resourceful.

                  Able to motivate individuals   Interview

                  Can demonstrate a positive     Interview
                  approach to change

                  To promote and safeguard the   Interview
                  welfare of children and
                  vulnerable Adults.

                  Commitment to equality &
                  diversity

				
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