KEY RESPONSIBILITIES 1. Front Desk: • Inform relevant technicians of the client’s arrival with treatment details and timings • Ensure communication is accurate throughout the branch and that all documents and systems reflect the correct situation of the branch • Receive and greet visitors in an efficient, tactful and courteous manner • Maintain adequate cash in drawer. • Assisting in the closing of the Branch and daily sales cash collection and ensuring they are accurately administered and completed. • Understands the customer (both external and internal) / phone and face to face, builds strong collaborative customer relationships and builds customer trust and confidence • Record delays of treatment with accuracy • Have full knowledge of Front Desk SOPs 2. Computer bookings: • Ensure the booking system is managed effectively with scheduling, reconfirmations and follow ups of client appointments changing colours in the phorest system • Check out clients after appointments and ensure that the actual treatment is recorded in the system. • Ensure accurate client details are maintained and updated on a regular basis • Sign the waiting list • Manage lunch blocking of the therapists • Check if skills of therapists are updated • Blocking of therapist leave and identify shortage if any • Money collector: • Maintain the checklists and SOP’s of the reception area • Fully conversant with all pricing structure and promotional details. • Use appropriate money collector language at all time • Have full knowledge of Money Collector SOPs 3. Client/colleague interactions: • Provide a full reception service for staff and clients • Handle customer queries and appointments and ensure response/ reconfirmation is given within the decided timeframe. • Record customer complaints and inform the Branch Manager • Actively promote BBL services and retail. • Ensure the branch ambience is maintained. • Assist Branch Manager with assignments/ task of the staff. • Uses all the required tools of communications when dealing with others (phone and face to face), keeps supervisor informed whenever necessary, participates effectively in meetings, delivers effective presentations. • Listens to client concerns with empathy and offers every possible help within the role assigned and BBL policies and procedures, ensures a follow through of the client issue till its closure • Works well in groups, helps resolve conflicts, facilitates meetings, works well with other departments, is flexible and open-minded, focuses team on strategies and goals and motivate team 4. Branch Manager Support: • Develop and maintain a courteous and professional relationship with clients. • Handle customer complaints and ensure response is given within the decided timeframe. • Guide technicians to acquire a thorough comprehension of client's needs, mistakes and misunderstanding to be eliminated • Ensure communication is accurate throughout the branch and that all documents and systems reflect the correct situation of the branch • Prepare all daily and weekly reports (Skill report, Employee movement, Maintenance & Breakage report) • Assist Branch Manager at staff meetings, or conduct meetings in absence of the Branch Manager • Assist the Branch Manager to maintain stock level and inventory. • Assist in cost control measures • Maintain cleanliness of work station and surrounding work areas and ensure that daily cleaning duties are observed • Ensure uniform code is maintained • Assist in selecting staff for core value staff recognition programs by internal monitoring • Assist in compiling requests of leave from employees • Assist in checking the compliance of requirements from Legal authorities • Assist in the management of Schedules of employees in the branch • Assist in assigning duties to technicians • Assisting in the closing of the Branch and daily sales cash collection and ensuring they are accurately administered and completed. • Assume total responsibility for the smooth running of the Branch in the absence of Branch Manager.
