Front Desk Manager

Overview

Job Title: Front Desk Manager

 

Qualifications:

– Experience: 6 months – 5 years

– Specific Skills: Customer service skills, technical proficiency, organizational skills, problem-solving skills, full professional proficiency in English and Hindi.

– Ideal Personal Characteristics: Friendly, welcoming, confident, assertive, detail-oriented, and well-groomed.

 

Position Overview:

The Front Desk Manager at our barbershop plays a pivotal role in ensuring smooth operations and exceptional customer service. This individual will be responsible for managing all front desk activities, handling customer inquiries, complaints, and escalations, scheduling appointments, etc. The Front Desk Manager is expected to maintain a welcoming atmosphere and uphold the international standards of our establishment.

 

Key Responsibilities:

1. Customer Service:

– Greet clients in a friendly and professional manner.

– Assist clients with inquiries, appointments, and service recommendations.

– Ensure customer satisfaction by addressing concerns and resolving issues promptly.

2. Appointment Management:

– Schedule appointments using our booking system.

– Coordinate with barbers to manage appointment flow and ensure optimal service delivery.

– Follow up with clients to confirm appointments and provide reminders.

3. Front Desk Operations:

– Manage online/cash transactions, including handling payments and issuing receipts.

– Maintain cleanliness and orderliness at the front desk area.

– Manage and order inventory of retail products and process sales transactions.

4. Administrative Duties:

– Maintain records of client information, appointments, and transactions.

– Generate reports on appointment bookings, sales, and customer feedback.

– Assist in implementing marketing initiatives to promote services and attract new clients.

 

Key Performance Areas (KPAs):

1. Customer Satisfaction:

– Measure client feedback and satisfaction through surveys or direct feedback.

– Monitor online reviews and ratings to assess customer experiences.

2. Appointment Efficiency:

– Evaluate appointment scheduling and management to minimize wait times and optimize barber utilization.

– Monitor appointment cancellations and no-shows to identify trends and implement strategies for improvement.

3. Front Desk Operations:

– Assess front desk efficiency by monitoring transaction times, accuracy of bookings, and cleanliness of the reception area.

– Ensure compliance with cash handling procedures and inventory management protocols.

4. Staff Performance:

– Track staff productivity and customer interaction quality.

– Conduct regular performance evaluations and provide ongoing training and development opportunities.

 

Key Performance Indicators (KPIs):

1. Appointment Attendance Rate: Percentage of scheduled appointments that are honored by clients.

2. Average Wait Time: Average time clients wait before being served upon arrival.

3. Customer Retention Rate: Percentage of returning clients over a specific period.

4. Retail Sales Revenue: Revenue generated from the sale of retail products at the front desk.

5. Client Satisfaction Score: Average score based on client feedback surveys or ratings.

6. Accuracy of Transactions: Percentage of transactions processed accurately without errors.

7. Staff Utilization Rate: Percentage of time front desk staff are actively engaged in serving clients or managing operations.

 

The Front Desk Manager will play a crucial role in ensuring a positive experience for clients and efficient operations within the barbershop. By effectively managing front desk activities and supervising staff when needed, they contribute to the overall success and reputation of the establishment.