HAIRLOOM – Receptionist Job Scope
1. Front Desk & Client Experience
Primary Role:
To be the first and last impression of Hairloom.
Responsibilities:
Greet every client warmly upon arrival.
Confirm appointment details (stylist, service, timing).
Offer beverage and ensure client comfort.
Manage waiting time communication professionally.
Handle walk-in enquiries with clarity and confidence.
Ensure smooth client check-in and check-out flow.
2. Appointment Management
Manage booking system (phone, WhatsApp, online platforms).
Confirm next-day appointments.
Handle rescheduling and cancellations politely.
Allocate correct service duration per stylist.
Monitor peak periods and activate Plan B communication when needed.
Ensure no double bookings unless approved.
3. Payment & Package Handling
Process payments (NETS, PayNow, cash, credit card).
Issue invoices and receipts accurately.
Update package balances clearly and correctly.
Explain surcharges (CNY, weekend, late hours if applicable).
Promote top-up packages when appropriate (without pressure).
Ensure daily cash settlement matches system records.
4. Communication & Coordination
Liaise between stylist and client regarding:
Service timing
Price clarification
Waiting time updates
Use walkie-talkie communication properly.
Update team if client is late or special requests are made.
Maintain professional tone in all written messages.
5. Retail & Upselling Support
Recommend suitable haircare products (based on stylist advice).
Explain product benefits confidently.
Monitor retail stock display cleanliness.
Inform management when stock is low.
6. Salon Environment & Discipline
At Hairloom, care is practiced with structure and discipline.
Keep reception counter clean and organized.
Ensure price list and promotions are updated.
Maintain tidy waiting area.
Ensure music volume and ambience align with brand.
Follow opening and closing checklist strictly.
7. Administrative Duties
Prepare daily sales report.
Record stylist performance if required.
File invoices properly.
Assist in stock counting.
Support management with documentation when required.
Character & Attitude Requirements
Calm under pressure.
Clear communicator.
Observant and proactive.
Responsible with money handling.
Presentable and professional.
Understands that reception is not “just front desk” — it is brand control.
Performance Indicators (KPI Example)
Zero billing error.
Low appointment conflict rate.
Positive customer feedback.
Accurate package updates.
Smooth peak-hour coordination.
