W

SA WW
M .B
PL E
E AU
P
Assist AG TWith Salon
YP
ReceptionES ADuties
C
20 KA
10 G
ES
.C
NVQ level 1

O
lecturer copy

.U
beauty therapy

2010
K
 Assist 6 Signals that a receptionist
gives off

With

K
7 Dealing with enquiries

.U
Salon 9 Knowledge an assistant

O
receptionist must have
Reception

.C
10 Salon appointment systems
Duties

ES
12 Services & products offered

Contents
10 G
within the salon
20 KA 16 Selling products

1
C
Assistant receptionist qualities 17 Message taking
ES A

L e ve l 1 As s is t w i th sa l o n r ec e pt i on d ut i es

Assist with reception

18 When to seek assistance
G YP

duties

Qualities of a receptionist
The assista nt rec eption-
ist is usually the f irst
person tha t the client
sees when they enter
PA T

the salon, for this rea-

The reception a rea
automa tically crea tes
the image for the
salon. When design-
E AU
son i t is important tha t
you present a good f irst
impression. The re-
ceptionist should alw ays

ing a reception a rea have a nea t appea rance,

the sa lon needs to have good communica-
consider the i mage it tion skills and present
is trying to c rea te for a ppr oa c ha b l e b od y
example: la ngu a ge, theref ore is t du ties include: |Knowing about the
 Friendly crea ting a professional Dealing w ith enquiries ser vices and produ cts
 Fun impression. Hair should face to f ace and by tha t the salon offers
 Spa like be w ell groomed, you phone. Keeping client confi-
 Trendy should ha ve manicured Making appointments dentiality
nails, and your c lothes face to fac e and over
 Relaxation area
should be respec table the phone.
and clean.. Maintaining the recep-
PL E

tion ar ea.
The assista nt rec eption- Taking messages

What is needed for a reception area?

No matter w ha t the i m- Compu ters S ta tionery should in-
age, you will still need to Till clude paper
M .B

have adequa te equip- Chip and pin machine Price lists

ment and supplies in or- for card payments Appointment c ards
der to allow the rec ep- Chairs Gift vouc hers
tion to run smoothly. Magazines Message pad
The r eception desk Display area Record cards
A comfortable suppor- Pens and pencils Petty c ash box
tive chair Eraser
Appointment book Calculator
SA WW

2 Confidentiality
W

3 Different methods of
communication
 1

Level 1 Assist with salon reception duties

K
Assist with reception

.U
duties

O
.C
Qualities of a receptionist

ES
The assistant rec eption-
ist is usually the first
person that the client

10 G
sees when they enter
the salon, for this rea-
20 KA
The reception a rea
automa tically crea tes
son it is i mportant tha t
you present a good first
the image for the impression. T he re-
salon. When design- ceptionist should always
C
ing a reception a rea have a nea t appearance,
the salon needs to have good communica-
ES A

consider the i mage it tion skills and present

a pp ro a c ha b l e b ody
G YP

is trying to c reate for

example: l a ngua ge, theref ore ist duties include: Knowing about the ser-
 Friendly crea ting a professional Dealing with enquiries vices and produc ts tha t
 Fun impression. Hair should face to face and by the salon offers
PA T

 Spa like be well groomed, you phone. Keeping client confi-

 Trendy should have manicured Making appointments dentiali ty
E AU

 Relaxation area nails, and your clothes face to face and over
should be respec table the phone.
and clean.. Maintaining the recep-
tion area.
PL E

The assistant rec eption- Taking messages

M .B

What is needed for a reception area?

No ma tter wha t the im- Computers Sta tionery should
SA WW

age, you will still need to Till include paper

have adequa te equip- Chip and pin machine Price lists
ment and supplies in or- for card payments Appointment cards
der to allow the rec ep- Chairs Gift vouc hers
tion to run smoothly. Magazines Message pad
W

The reception desk Display area Record cards

A comfortable suppor- Pens and pencils Petty cash box
tive chair Eraser
Appointment book Calculator

Clare Hargreaves-Norris Assist with salon reception duties 2010

 2

Confidentiality

Data Protection Act 1998

This legislation is in place to protect client’s privacy and confidentiality.

K
You will be required to keep records of your clients’ treatments; these

.U
could be either computer or paper based. Inform the client that their
records will be stored and will only be accessed by those authorised to do

O
so. The information should be:

.C
Adequate, relevant and not excessive for the purpose

ES
Accurate

10 G
20 KA Kept for no longer than is necessary
C
Secure
ES A
G YP

It is important that you maintain confidentiality with all records to

prevent private details from being disclosed, which would make any
person feel very uncomfortable. If confidentiality is broken, the person
PA T

may wish to take legal action. Consequently, you may lose clients, as they
E AU

do not feel that you are operating professionally.

PL E
M .B

Task
What procedures does the salon have in place to maintain confidentially?
SA WW

 Password for the computer

 Record cards are locked away
 Only therapists/stylist can access clients records
W

 Clients details are not passed on to anyone else

 Old record cards are burnt or shredded

Clare Hargreaves-Norris Assist with salon reception duties 2010

 3

Different Methods Of Communication

Ways of

K
communicating

.U
O
.C
Verbal Non-verbal
Written
(speaking) (body language)

ES
10 G
Verbal
This is the most frequently used method of communication and simply
20 KA
involves speaking. It is important that you speak:
C
Use Project your Slowly,
Knowledeable appropriate voice but clearly and
ES A

language don't shout politely

G YP

Because this method of communication has an instant effect it is

important that you think before you speak!
PA T

You will need good questioning techniques - this is vital to gain the
E AU

information that you require to be able to deal with the enquiry.

 Open questions begin with - How? Where? When? Why? Use open
PL E

questioning techniques wherever possible as this encourages the

client to give much more information.
M .B

 Closed questions begin with Do? Is? If you use these types of
questions, you will only get a yes or no answer, which will lead to a
SA WW

one sided conversation. Sometimes it is easier to use these types

of questions, particularly when reception is busy.
W

When answering questions you should give the person the required
information as in brief where possible. If your answers are not to the
point, the client will become distracted and not take in the information.
If you are asked a question that you do not know the answer to you should
ask for the assistance of a colleague who may be able to help or direct to
the appropriate source of information.

Clare Hargreaves-Norris Assist with salon reception duties 2010

 4

In addition, you will need good listening skills in order for you to
understand what the client is saying. The client will know if you are
listening closely by:
 The answers that you give

K
 Eye contact
 Positive head nods

.U
 Not looking distracted
 Not interrupting or talking over the client

O
.C
Non-verbal (body language)
This is a method of communicating without speaking. You may not be

ES
consciously communicating with someone however; they will still be able to
read your body language.

10 G
Task
Provide examples of good and bad body language.
20 KA
C
 Good body language - good posture, eye contact, smiling, encouraging
head nods, waving.
ES A
G YP

 Bad body language - frowning, crossing your arms, slouching and

rolling your eyes.
PA T

Written
E AU

This method of communication will generally have a longer lasting effect

on people’s memories. The person can digest the information at their own
pace and check any points that they are unclear of. You would generally
PL E

use this method of communication for official business, prices of

M .B

treatments and products, advertising and information leaflets. You could

also display written information on the Internet for example a website
SA WW

for the salon.

Adapting what you say to suit different situations

Depending on the situation that you are dealing with you will need to
W

adapt your response to consider:

 The type of words that you use
 Your tone of voice
 The manner that you use
 How you project your voice
 The speed at which you talk

Clare Hargreaves-Norris Assist with salon reception duties 2010

 5

Task
You will need to adapt what you say to deal with a variety of situations or
day-to-day occurrences. Link the situation with the correct response.

K
1. A regular client a) You may need to talk louder to be

.U
heard and give short responses to
questions to save time. You may

O
need use hand signals to

.C
communicate with others.

ES
2. A younger client b) Adapt your approach and the
language that you would use. You
would use words that relate to that

10 G
age group.
20 KA
3. A client with learning c) You would normally lower your
difficulties voice and be sympathetic.
C

4. A client is discussing a sensitive d) Select your words to prevent

ES A

topic with you confusion. Do not use big words

G YP

and speak clearly. You may need to

point or use hand signals to help.
PA T

5. You are trying to deal with a e) Greet them by name and be

E AU

customer in a busy reception with a friendlier and less formal.

lot of back ground noise
PL E
M .B

List your answers here:

SA WW

1 – e)

2 – b)
W

3 – d)

4 – c)

5 – a)

Clare Hargreaves-Norris Assist with salon reception duties 2010

 6

Task
Explain the signals that each assistant receptionist is giving off.

K
Tiffany

.U
Eager to help
Eye contact

O
Smiling

.C
Paying attention
Looks well groomed and

ES
professional
Positive image for the salon

10 G
20 KA
C

Betty
ES A
G YP

Stressed
Flustered
Confused
PA T

Does not know what to do

E AU

Disorganised
PL E
M .B
SA WW
W

Which assistant receptionist do you think a customer would prefer to

seek assistance from?

Tiffany

Clare Hargreaves-Norris Assist with salon reception duties 2010

 7

Dealing With Enquiries

Whilst working on a reception area you will need to be able to deal with
different enquires which will include:

K
1. Face to face

.U
2. By telephone

O
Face to face
It is important to let people know, by your general manner and tone of

.C
voice, that you are pleased to see them and that you are genuinely anxious
to help. Always begin with a smile and then greet the client/visitor.

ES
Try to open your question with “Good morning how can I help you?” as
opposed to “Do you have an appointment?” which automatically would make

10 G
a client without an appointment feel uncomfortable. Establish the nature
20 KA
of the enquiry first.

If the client has an appointment follow the procedure below:

C
 As early as possible in the conversation, learn the persons name and
ES A

use it. Confirm the visitors title - Lady, Mrs, Miss, Ms, Mr, Sir, etc.
 Check the client’s appointment and mark off in the appointment book.
G YP

 Help the client with their coat.

 Ask the client to take a seat.
PA T

 If the therapist/stylist is not yet ready for the appointment, offer

the client a drink and place some magazines nearby.
E AU

 Retrieve the record card if needed.

 Inform the therapist/stylist of the client’s arrival.
PL E

Other types of enquiries may be dealt with by the assistant receptionist

M .B

or may need referring to other member of staff.

SA WW
W

Clare Hargreaves-Norris Assist with salon reception duties 2010

 8

Telephone enquiries
The telephone is an important means of communication and vital to any
salon. This is the most popular way for a client to book an appointment or
make an enquiry. Because the client cannot see you, it is important that

K
your voice is used to its best effect.

.U
 Ideally, the telephone should be answered within three rings. If this
is unavoidable, apologise for the wait when you answer the telephone.

O
 Your voice should be clear, cheerful and have varied tones.

.C
 Always smile when you answer the telephone as it will come through in
your voice and will also look good to any clients who are waiting for your

ES
attention.
 If you are dealing with a client, excuse yourself and answer the phone,
as a ringing phone is very distracting.

10 G
 Answer the phone in line with salon policy for example:
Good morning / Good afternoon
20 KA
(Salon name)
(Your name) speaking
C
How may I help you?
 Listen carefully to what the caller is saying and identify their needs.
ES A

 When making an appointment over the telephone always repeat the

G YP

details back to the client and let the client know that you are looking
forward to seeing them.
 If you must leave the caller then excuse yourself first.
PA T

 If a delay is unavoidable offer to ring back and then call back as

E AU

quickly as possible.
 If the caller wishes to speak to another member of staff ask who is
calling.
PL E

 If a caller is to be put on hold, say that you are doing so.

M .B

 If an appointment needs cancelling, cancel the appointment from the

book/computer first, then ask the client if they require another
SA WW

appointment and finally thank them for the call.

W

Clare Hargreaves-Norris Assist with salon reception duties 2010

 9

Knowledge An Assistant Receptionist Must Have

Making appoitnments

K
Price lists

.U
Information about services

O
Product information

.C
Special offers and discounts

ES
10 G
20 KA
In addition to clients wishing to make appointments there will be other
information requested by the general public which the assistant
receptionist should be aware of;
C

 Making appointments - is one of the major roles of the assistant

ES A

receptionist and a variety of information is required for this task.

G YP

 Price lists – a price list with large font should be displayed on the wall
or in the window, so that it is clearly visible to the client. Ideally,
PA T

there would also be a smaller printed version for the client to take
E AU

away or for you to be able to send in the post.

 Information on services - incorporated within the price list there is

PL E

usually a small sentence describing each service. The assistant

M .B

receptionist should have a thorough knowledge of all treatments

available and be able to give a brief description of each.
SA WW

 Product information – the assistant receptionist should know what

products are being sold and their price.
W

 Special offers and discounts – the assistant receptionist must have

knowledge so that they can promote any special offers or discounts
currently available. The assistant receptionist should always keep
copies of the offers and discounts to refer to.

Clare Hargreaves-Norris Assist with salon reception duties 2010