Unit Aim
The aim of this unit is to provide Learners with the knowledge, understanding and skills to attend to clients, maintain the reception area, make appointments and take payments for salon services.
Unit Content
1 Know the purpose of reception services
- Receptionist’s role in representing an organisation:
- ~Receptionist’s role
- ~Personal attributes
- ~Receptionist’s duties
- Organisation’s structure and lines of communication:
- ~Communication structure
- ~Lines of communication
- ~Internal communication channels
- Standards of presentation
- Health, safety and security implications of visitors to a salon
- Dealing with challenging clients:
- ~Challenging behaviour
- ~Deal with challenging clients via telephone or in person
2 Know how to attend to clients and maintain the reception area
- Procedures for greeting and welcoming clients
- Check client appointments and confirm details
- Importance of promptly informing the relevant staff a client has arrived
- Importance of referring enquiries
- Importance of keeping information confidential
- Importance of keeping the reception area clean and tidy
- Importance of maintaining agreed levels of reception stationery and product displays
3 Be able to attend to clients and maintain the reception area
- Enquiries
4 Know how to make appointments for salon services
- Appointment procedures
- Importance of making correct appointments
- Systems available for making appointments
- Limits of authority
5 Be able to make appointments for salon services
- Make appointments
- Recording appointment details accurately and clearly
6 Know how to calculate and take payments
- Materials
- Opening and closing procedures:
- ~Opening procedure
- ~Closing procedure
- ~Importance of procedures
- Payment procedure:
- ~Entering information
- ~Cash
- ~Credit and debit cards
- ~Direct phone payments
- Security
- Legal requirements
- Potential issues when processing payments
- Reporting issues
- Delays during the payment process
7 Be able to handle payments from clients
- Method of payment
