ABCs of the Front Desk

Most people see a front desk person as a receptionist: the person who answers the phone and collects payments from guests. In reality, at any given moment, they could have to answer multiple phone inquiries, schedule appointments, print tickets, do confirmations, check-in or check-out guests, give directions, explain policies, send out emails, handle sales people, do laundry, make and deliver beverages, take in inventory, restock the retail area, provide robes, give salon tours, help guests with take home choices, find associate help, facilitate the reservation book for stylists, and clean the salon, all while handling all the MONEY that goes through the salon. The front desk are also the people that get the heat from guests and stylists for anything that goes wrong and the last to get credit for things that go correctly.

Reservationist are the front line of defense for the salons, the first impression and the last. The most valuable people in your salon. We moved to calling them concierges. Concierges provide customized service that makes customers feel valued. And we want to take care of our concierges in a way that they feel valued and trained to perform to their true potential within the salon.

The national average for guest retention in 30%.  So for every 10 guests that come in, 3 stay and 7 go somewhere else.  The front desk talks with guests three times more than stylists. At the end of the day—even with a positive stylist experience—your guests and your revenue are being lost or gained at the front desk.

We know that we retain our stylists by investing in their education and training. Why not do the same for the front-line representatives of your salon who need to successfully juggle so many people with so many roles.

In this six-hour workshop, we take your front desk staff from reservationist to concierge so they add more value to the business of your salon. They will be trained to give your guests a consistently quality, on-brand experience every time they call, arrive, and leave.

 

BRING ABC’S OF THE FRONT DESK TO YOU

Time: 10 am to 3 pm on the date you schedule
Location: Your salon

Investment: $500 (plus travel expenses)

Tell us more about your company, and we’ll get in touch with you to create your customized training experience. Let’s connect.