Front Desk Lead

Reception & Guest Management:

• Welcome guests warmly with a professional and friendly demeanor
  
• Ensure check-in and check-out flows are smooth timely and organized
  
• Maintain a clean calm and aesthetically pleasing front desk and waiting area
  
• Manage waiting times and client flow professionally
  

Booking & Scheduling:

• Oversee appointment bookings via salon software WhatsApp and phone calls as well as walk-ins
  
• Confirm appointments send reminders and adjust schedules when necessary.
  
• Ensure salon calendar efficiency and that ALL the open slots in the calendar are booked.
  
• Provide clients with information on services prices promotions and available stylists.
  
• Ensure daily schedule accuracy and minimize gaps or double bookings.
  
• Coordinate stylist schedules in line with capacity skill sets and workload.
  

Payment & Cash Management:

• Process payments through POS transfers or cash.
  
• Issue receipts and record all transactions accurately.
  
• Ensure daily balancing of cash POS receipts and transfer confirmations.
  
• Ensure all pending invoices are cleared within 3 working days.
  

Front Desk Operations:

• Maintain an organized booking system and updated client database.
  
• Coordinate with stylists and technicians to ensure smooth workflow.
  
• Support sales of products and upsell services where applicable.
  
• Handle customer complaints or direct them to management.
  

Administrative Duties:

• Maintain records of bookings cancellations and no-shows.
  
• Track payment discrepancies and report issues promptly.
  
• Ensure the front desk area is clean professional and welcoming.
  
• Prepare daily report and send to HR at the close of work.
  

Communication & Customer Support:

• Respond to client questions promptly and professionally across all platforms.
  
• Provide accurate information about services treatments products and policies.
  
• Escalate complex concerns or feedback to management appropriately.
  
• Maintain consistent communication tone aligned with the brand voice.
  

Team & Operational Support:

• Work closely with stylists assistants and management to maintain efficiency.
  
• Communicate client preferences history and special requests to stylists.
  
• Support stock check-ins for front desk retail and manage product display.
  
• Assist in onboarding and training new front desk or reception support staff.
  

Client Records & System Management:

• Maintain organized confidential client profiles and service histories.
  
• Track aftercare instructions progress and follow-up touch points.
  
• Support feedback collection loyalty tracking and retention programs.
  

Reporting:

• Submit weekly reports covering bookings cancellations payment trends and client feedback trends.
  
• Recommend improvements to streamline customer experience and reception efficiency.
  

Requirements:

• Minimum 13 years of experience in a front desk customer service hospitality or salon reception role.
  
• Experience with scheduling systems or booking platforms.
  
• Strong verbal and written communication skills.
  
• Professional appearance punctuality and reliability.
  
• Ability to multitask in a fast-paced environment with emotional intelligence.
  

Preferred Attributes:

• Interest in healthy hair wellness beauty or luxury customer service.
  
• Warm confident presence and calm under pressure.
  
• Highly organized detail-oriented and proactive.
  
• Able to enforce policy professionally without compromising empathy.