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BUSINESS
7 SKILLS AND QUALITIES OF A GREAT RECEPTIONIST By Kai Schnitzler, The Zing Project
Every successful salon, spa or clinic knows that as the face of the salon, the receptionist or salon coordinator holds the key to a booming business. This can be dangerous if you’re working with the wrong person. A friendly smile and a warm personality at the front desk will work to the benefit by making clients feel comfortable and welcome. A salon receptionist is responsible for making quick decisions, solving problems and keeping the day running smoothly -- all while multitasking in front of clients and coworkers. How much skill does this role really require? Quite a bit, it turns out. Receptionists must be skilled at much more than answering the phone and greeting clients in order to be effective. The typical duties of a receptionist can vary at a beauty salon, day spa, or hair salon, but generally they handle the following: • Answering the phone, booking and confirming appointments for clients • Performing transactions for client services • Greeting clients and accepting deliveries with a friendly smile and walking them to the station, beauty room or waiting area • Keeping the salon front clean, professional looking and inviting • Selling retail to clients leaving • Serving clients refreshments and beverages • Data entry, research and updating social media Considering this range of important duties, you want someone who can make an immediate impact. The right qualities from the start can save you from unnecessary stress and problems. Let’s look at the 7 skills and qualities you’re looking for in a receptionist.
1. POSITIVE ATTITUDE
A salon receptionist should enjoy being around people. Whether over the phone or in person, the receptionist’s attitude comes through loud and clear. It’s been said that callers can tell when a person is smiling over the phone, and they can surely tell when she is not. A receptionist’s positive attitude tells potential and current clients that the business is interested in them and their needs.
2. PROFESSIONALISM
As the first person that your clients encounter, the receptionist needs to make a great first impression. She will need to become familiar with the services that the salon, spa or clinic offers in order to answer various questions that clients will have. Individuals with an interest in the beauty industry with good administrative skills make excellent salon receptionists. A neat appearance is also important because of the nature of the business. The receptionist needs 72
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to have impeccable manners and the ability to keep a positive attitude in the face of challenges.
3. MULTITASKING
Receptionists have multiple responsibilities, which they must often juggle simultaneously. These could include handling incoming calls, scheduling appointments for all stylists or beauty therapists while running a busy reception area. Handling money and being able to operate a cash register is required and even folding towels might be part of a salon receptionist’s duties.
4. HANDLING PRODUCTS
Hair and beauty products are sold near the front desk. A receptionist’s duties include keeping merchandise clean and orderly, dusting shelves and replenishing products. The receptionist also fields product inquiries and makes product suggestions based on a client’s needs. Therefore some training in product knowledge is necessary. In addition, the receptionist might do regular product orders, change pricing and keep meticulous sale records.
5. COMMUNICATION
People call a hair or beauty salon for a variety of reasons -- to book appointments, ask questions about products and team members, reschedule appointments, and to find out about pricing and services. The receptionist answers these questions efficiently, and in a respectful and helpful manner. It is also crucial that a receptionist is notified when an employee is on vacation or sick, so that she can book appointments accordingly. Naturally, a receptionist should have excellent verbal communication skills as well as active listening and great customer service skills. A talented receptionist can connect callers and visitors with the right team members, as well as handle basic customer service problems and requests. Taking the time to listen is essential to the receptionist’s role. Good receptionists listen closely as clients are talking so they can be efficient in solving their problems or answering their questions.
It’s best for receptionists to speak in a soft tone to put clients at ease. These are vital keys to providing good customer service.
6. ORGANISATIONAL ABILITIES
An organized receptionist makes everyone’s job easier. She knows where to find the documents and phone numbers that are needed. She must also be able to work independently, keep herself on track and accomplish her tasks without direct supervision. Great receptionists show a lot of enthusiasm for your business. Depending on the salon’s size, the receptionist is responsible for light cleaning. She dusts product shelves daily, keeps magazines organized and waters plants. In addition to these tasks, the receptionist empties bins, replenishes snacks and restocks drinks. Other duties include sorting the mail, maintaining client records, and typing correspondence.
7. TECHNOLOGY SKILLS
Technology is constantly changing, and receptionists must be able to operate a variety of equipment and systems, and computer skills are a must. Any receptionist should be comfortable using a phone, copier and printer. And the more experience they have, the better. Familiarity with social media is an asset. Consider doing a one-week trial with your new receptionist before hiring full-time to protect your company from hiring someone who isn’t a good fit. Hiring a receptionist that knows how to complete these tasks efficiently will make your salon, spa or clinic run smoothly from the start. Look for these important receptionist qualities when hiring, and you’ll ensure you don’t end up with someone who isn’t up to the task! 5 years of experience in the Hair and Beauty industry has seen Kai own 3 salons back in Germany and a salon in Sydney. Kai Schnitzler is a Business Coach for the hair, beauty, salon and spa space at The ZING Project. For more wisdom email me at kai@ zingcoach.com.au