Receptionist / Front Office Executive

The Front Office Manager is responsible for ensuring smooth and efficient front desk operations, delivering exceptional guest experiences, and maintaining the premium service standards of Toni & Guy.

Key Responsibilities:

• Perform receptionist duties including greeting clients, managing appointments, and handling front desk operations with professionalism and warmth.
• Maintain an inviting, organized, and luxurious front desk and waiting area that reflects the Toni & Guy brand aesthetic.
• Ensure daily salon operations run seamlessly in coordination with stylists, assistants, and management.
• Manage client bookings efficiently using salon software; confirm, reschedule, and follow up on appointments.
• Handle client inquiries in person, over the phone, and via digital channels (WhatsApp, social media, or email) promptly and professionally.
• Maintain accurate client records, preferences, and service history to enhance customer experience.
• Upsell and promote Toni & Guy services, treatments, and retail products based on client needs and current offers.
• Coordinate with the stylist team to manage client flow and reduce waiting times.
• Collect payments, manage billing accuracy, and maintain daily cash and POS records.
• Handle customer complaints gracefully, ensuring timely resolution and client satisfaction.
• Monitor front office staff behavior, grooming, and communication to ensure they align with brand standards.
• Observe overall service quality, provide feedback, and support staff in maintaining Toni & Guy’s premium service culture.
• Ensure adherence to hygiene and cleanliness standards in all reception and client-facing areas.
• Liaise with the management team for staff scheduling, daily reporting, and inventory needs at the front desk.
• Maintain client loyalty by implementing follow-up calls, birthday greetings, and service reminders.
• Track daily client feedback and share insights with management to improve overall salon experience.
• Support marketing initiatives such as membership programs, referrals, seasonal campaigns, and event coordination.
• Train and supervise receptionists or front desk assistants to ensure consistency in customer handling and service standards.