Salon Manager

Role

Clarity Document: Salon Manager

Role Definition:

The

Salon Manager is responsible for overseeing daily operations, ensuring client

satisfaction, managing staff schedules, inventory control, and maintaining

hygiene standards. This role involves effective coordination with the salon

team, managing client complaints, overseeing sales targets, and ensuring

smooth communication with the head office. The manager will also ensure that

the salon's environment is professional and efficient, while promoting

teamwork and ensuring every client has an excellent experience.

Importance of Role Clarity

Documents:

• Defined Objectives

• Optimized Performance

• Alignment with Business

Strategy

• Ownership and Accountability

• Streamlined Collaboration

• Consistency in Brand

Communication

• Structured Reporting

Mechanism

• Professional Growth

Opportunities

• Performance Review and

Feedback

• Minimized Role Confusion

Key Responsibilities:

1. Salon Operations Management

• Open salon on time and

oversee shifts.

• Manage staff leaves and

weekly offs.

• Ensure the salon is clean,

organized, and follows hygiene standards.

• Monitor staff grooming and

punctuality.

• Conduct deep cleaning ON

EVERY MONDAY.

• Ensure clients are satisfied

with their experience and address any complaints.

2. Staff Management &

Communication

• Prepare weekly duty rosters

and schedule staff in Zenoti.

• Conduct twice-weekly

meetings and share Minutes of Meeting (MOM) in group chats.

• Communicate daily targets

and offers to the team.

• Offer guidance to team

members, including addressing weaknesses and providing coaching where

necessary.

• Ensure proper handover and

introduction of new employees.

• Arrange substitute staff

when needed from other locations.

• Ensure staff follows

training schedules and identify any additional training needs.

3. Client Relationship &

Sales

• Cross-sell and up-sell

services and packages.

• Pitch new offers to clients

and explain promotions to the team.

• Maintain rapport with

clients and ask for references.

• Offer refreshments to

clients and ensure they have a pleasant stay if in the salon for long hours.

• Address client complaints

and ensure they are resolved promptly.

4. Sales & Inventory

Management

• Plan sales strategies by

reviewing daily appointments.

• Perform retail audits every

Monday.

• Request stock and manage

inventory.

• Audit consumables and ensure

consumption entries are updated daily.

• Ensure packages and offers

are executed correctly.

• Manage petty cash and send

related bill copies to accounts.

5. Reporting &

Administrative Tasks

• Revert to emails and send

daily closing messages to group chats.

• Handle cash, card, and GPay

tallies.

• Report cash deposits, stock

received, and other administrative tasks to accounts and inventory teams.

• Send invoices and vouchers

to Head Office (HO).

• Connect with the HO for any

requirements and keep them updated on mail communication.

• Report unresolved staff

issues or unmet requirements to the Head of Department (HOD).

6. Performance Tracking &

Growth

• Follow up with leads and

regularly contact old clients to generate footfall.

• Track month-on-month growth

and report to the HOD.

• Monitor and increase Google

reviews, respond to negative reviews, and report on improvements.

• Maintain records for package

sales, membership sales, and daily billing.

Tasks & Activities:

1. Open salon and oversee

staff shifts.

2. Conduct regular meetings

with the team to communicate goals and updates.

3. Ensure daily hygiene

standards are met.

4. Manage stock, consumables,

and ensure inventory is updated.

5. Handle client complaints

and escalate unresolved issues.

6. Track client satisfaction

and ensure repeat business through excellent service.

7. Communicate with HOD for

reporting on sales, staff, and salon growth.

8.Make sure every client gets

physical copy of the bill.

9. Make sure the data and

source of the all clients are entered correctly in zenoti.

10. To make a culture of

clicking before and after pictures for all services.

11. Mandatory to ask for

feedback to each and every client before billing.

12. To follow turn sheet

equally amongst all team members.

13. To solve if conflicts

arise between team members and make sure to create a healthy environment in

the salon for all.

14.

Coordinate with the videographer and clients for any scheduled shoots at the

salon. Ensure both clients and team members feel comfortable and at ease

during the shoot.

15. Make sure to take google

review from each and every client.

Reporting Structure:

• Daily: Opening and closing

messages, billing reports, email responses, and client experience tracking.

• Weekly: Staff schedules,

stock audits, and sales reports.

• Monthly: Sales targets,

client retention rates, inventory audits, and overall growth report.

Key Metrics (KRAs):

• Salon performance and growth

(month-on-month).

• Client satisfaction and

resolution of complaints.

• Sales of packages and

memberships.

• Effective stock management

and consumables control.

• Staff punctuality, grooming,

and overall performance by building a culture of teamwork.

Development Plan:

• Attend training programs on

leadership and client management.

• Participate in workshops

related to salon management and operations.

• Regular feedback sessions

with the HOD to discuss areas of improvement.

Competence Attributes for

Salon Managers

1. Skills

Communication

Skills: Ability to communicate effectively with staff,

clients, and upper management. Must convey instructions clearly and listen

actively.

Leadership

& Team Management: Capable of motivating and guiding

the team, resolving conflicts, and promoting teamwork.

Problem-Solving

& Critical Thinking: Able to think quickly and

resolve issues related to client service, product availability, and team

performance.

Time

Management: Efficiently manages time to ensure daily

operations run smoothly, meetings are conducted, and goals are met.

Customer

Service: Focus on delivering exceptional client

experience, handling feedback, and building client relationships.

Sales

& Upselling: Strong ability to promote services and

products, helping to boost business performance.

Organizational

Skills: Excellent at organizing team schedules, meetings,

and stock management to maintain the salon's smooth operation.

2. Knowledge

Salon

Operations & Management: Thorough understanding of

daily salon activities, team schedules, and service offerings.

Retail

& Service Sales: Knowledgeable about product lines,

current offers, and sales strategies to promote services and upsell products.

Client

Relationship Management (CRM): Familiar with CRM tools,

client booking systems (like Zenoti), and strategies for client retention.

Health

& Safety: Knowledge of industry hygiene standards and

procedures, ensuring all staff adhere to them.

HR

Processes: Knowledge of staff management, including

rostering, performance reviews, handling complaints, and managing leave.

Technology

Proficiency: Adept at using salon software for bookings,

billing, reporting, and inventory management.

3. Self-Image

Confident Leader: Self-assured in their decision-making and in leading the team

with integrity and professionalism.

Problem Solver: Sees themselves as capable of addressing challenges and issues

promptly and efficiently.

Client-Focused: Prioritizes client satisfaction and works toward providing the

best experience for all clients.

Continuous Learner: Seeks opportunities for personal and professional growth and

is open to learning new skills and techniques.

4. Traits

Empathy:

Understands team members’ and clients' needs and concerns and responds with

compassion.

Adaptability: Flexible in dealing with new situations, challenges, and

changes in client demands or salon policies.

Proactivity:

Takes the initiative to identify and address issues before they escalate.

Punctuality:

Demonstrates reliability by consistently meeting deadlines and keeping

schedules on track.

Attention to Detail: Ensures that client records, billing, and stock are managed

accurately.

Trustworthy:

Can be relied upon to handle cash, client feedback, and staff concerns

responsibly.

5. Motives

Client Satisfaction: Driven by a desire to ensure all clients leave satisfied with

the salon’s services.

Team Success:

Motivated by helping the team grow, succeed, and work harmoniously.

Business Growth: Aims to improve sales and business performance through

excellent service and effective management.

Personal Growth: Eager to advance their skills and career within the salon

industry.