Salon & spa
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- INTRODUCTION
Salon & Spa Policies and Procedure ManualPage(s)
Introduction 2 Letter from the President 3 Training Program 4 Working Guidelines for Stylists 5-8 New Clients 9-12 Communication Skills 13-14 Pricing Policy 15 Scheduling Appointments 15 Client Satisfaction Policy 16 Client Retention Policy 20 Refunds & Credit 17 Retailing 18-20 Management Policies 21 Staff Training & Education 22 General Policies & Procedures 23-34 Forms & Releases 35 INTRODUCTIONWelcome to ______________, a full service salon that specializes in _____________. We are a team of highly trained and skilled professionals that have a trusting and friendly relationship with our clients, as well as with each other. Our relationship is based on mutual respect and genuine care for our clients and each other. Working together as a team, we can accomplish our shared goal of EXCELLENCE. To achieve excellence, continuous education and training will ensure that our clients receive the best service possible. There is no limit to the level of individual attainment at ________________. From the Assistants to the Manager, we each have the opportunity to grow as far as our imagination and our energies will permit. If you are serious about your commitment to professionalism, willing to spend the extra hours to work for the sake of the team, and really enjoy your work, then our team at ________________ is the place for you.
We want you to come and experience our very special array of services. Remember that we are in the personal service business and your attitude is as important as your skills. Please join our team, and with commitment you will have a rewarding career. OUR TRAINING PROGRAM Our training program is a necessity for all new employees and independent contractors. It must be completed to our satisfaction before you commence working on the floor. We have provided you with these “SUCCESS GUIDELINES” and ongoing training, which will help you in achieving excellence. The following “SUCCESS GUIDELINES” are to help you successfully fulfill your salon duties and carry out our policies. We encourage you to become familiar with the contents of this manual. All employees/independent contractors are subject to a Ninety (90) day probation period. After the 90-day probationary period, management will conduct an evaluation of the employee/independent contractor to determine his or her status with the company. All employees are hired “at will.” All employees/independent contractors are evaluated according to his/her contribution to the Salon’s purpose, productivity, and goals. We realize mutual trust and respect are cultivated in an atmosphere of harmony and enthusiasm. We desire your support on all these policies. Your overall success and career development is our aim. WORKING GUIDELINES FOR STYLISTS Code of Professionalism As a Salon professional you are: * Caring & open minded. * Non-judgmental. * A team player who can put ego aside in order to contribute to the salon as a team. * Balanced in your work and professionalism. * An avid listener. * An excellent communicator. * Willing to learn, grow, and succeed. * Willing to make a contribution. Guidelines to Professionalism
At _______________, we use an OPEN DOOR POLICY, which means that our staff is free to meet with the Manager and or Owners for a personal and or private discussion about any aspect of their work, for example, work conditions, grievances, suggestions or personal matters. We will use our best endeavors to solve your problems or direct you to the appropriate expert
NEW CLIENTS New Clients Policy New clients should receive the royal treatment immediately. Welcome them in a friendly manner to the salon and offer him/her the opportunity to tour the salon. The purpose of the tour is to help the client feel more comfortable and relaxed. New clients are our best means of advertising. New clients are to be completely finished, do the little extra things for the first time clients. Add value. Continue this type of attitude each time the client visits the salon. Procedure
Client Consultation The client consultation is the greatest opportunity for you to determine precisely what your client’s needs are, thereby preventing client dissatisfaction. Take advantage of this time to learn as much as you can about your client’s hair, skin and nail care needs as well as his/her style preferences and general lifestyle. The steps listed below are a guide to conducting a thorough client consultation.
COMMUNICATION SKILLS Communication with Clients Effective communication with clients will greatly reduce stress for staff members. By having a thorough understanding of the client’s needs, mistakes and misunderstanding will be eliminated. The stylist can service the client, knowing that they have a mutual understanding of the client’s desired result. Good communication with the client is one of the most effective tools to build clientele. It promotes a trusted and relaxed atmosphere for a skeptical client. A client who is pleased with the service rendered and who feels comfortable and secure with the salon staff is more likely to promote the salon through word-of-mouth much more readily than a client who is serviced well but in a brash and hurried manner. Dealing with a Problem Client When dealing with a problem client, it is important for you as a Salon Professional to remember that one dissatisfied client can easily damage the salon’s image more easily than it can be improved by the recommendation of ten satisfied clients! Please make every attempt to satisfy your clients’ needs and correct any problem before he/she leaves the salon. If there is a personality clash between you and the client, don’t show disgust or become argumentative, suggest another staff member might be better able to fulfill the client’s needs. It is impossible to please everyone. If the client remains unhappy despite your attempts to satisfy him/her, please ask the Salon Manager, or Owner to assist you in resolving the problem. We do not tolerate any form of abuse and we will not expect you to take any verbal or any abuse from a client. In addition, we do we expect you to put up with any form of harassment, whether it is sexual, verbal, racial, physical or otherwise. We are fully aware that sometimes clients can be very demanding and might lose their composure. Often this stems from some other event outside the salon and therefore beyond our control. With our training and continuous education we will expect you to remain calm and professional at all times. Management will give you its full support. The best method to resolve conflict is to always keep in mind that the client is NOT always right, but the client should always WIN. Also, follow these steps: Listen to their story, identify problems area, recommend solutions, give client choices, decide on the follow-up course of action, and write it down. PRICING POLICY Procedure
You have the authority to quote a higher price based on your client’s request for a particular style. However, be careful and discrete when carrying out or finishing work for another stylist. Be sure to check the price of any work the stylist may have already quoted the client beforehand to ensure consistency of pricing. SCHEDULING APPOINTMENTS
CLIENT RETENTION POLICY Repeat clients are the true result from all our efforts as a salon team. Profit is derived from repeat clients, not one time clients. You must be conscious of your client’s needs at all times. Procedure Make sure that you write down all the important information and chemical formulas on the clients’ record card. REFUNDS AND CREDIT If a client remains dissatisfied with the service provided despite your efforts to please, management will determine whether the client should receive a refund, a credit, or corrective service. Services may not be performed free of charge without permission from Management. Any service performed improperly will be corrected by the stylist at his or her expense (cost of product only). To prevent damage to client’s clothing or jewelry, it is the stylist’s responsibility to see that client removes his/her jewelry and changes into a robe before any chemical service is performed. The stylist will pay for any damage to the client’s jewelry or clothing. RETAILING Retail Philosophy
By keeping the above points in mind and by offering professional recommendations to each of your clients, you can complete the total service relationship desired by the client. Retail Policy It is our policy to retail products through professional recommendations based on client analysis and product knowledge – we do not sell products for the sake of selling. Remember that selling retail to our clients is always based on need, not on a sales quota. If you, as the salon professional, have done your job in servicing and consulting with the client, there is no need for high-pressure sales tactics to complete a sale. It is your responsibility to recommend the proper professional products for each client and to teach him/her how to use the product at home to maintain optimum condition of hair and skin between salon visits. It is your responsibility to prepare yourself to retail by increasing your knowledge of the professional product we carry. Education is the key to building your confidence in retailing so that you feel comfortable in recommending products on a daily basis. Read as much as you can about each product, its features and benefits. The salon will support you in this endeavor by offering new product knowledge classes in conjunction with our regular training classes. Always remember that retail recommendation is an important part of completely servicing your client’s needs. As you learn to service these needs, you also guarantee your professional growth. RETAIL COMMISSION COMPENSATION To add incentive for you to retail professional products we have developed a RETAIL PLAN, which works in the following manner. We will pay you your retail incentive earned every pay period. The incentive increases as you retail more so please read carefully. Weekly average $100 10% commission Weekly average $350 12% commission Weekly average $500 15% commission
shampoo because ______ ” (explain features and benefits). MANAGEMENT POLICIES
STAFF TRAINING & EDUCATION Purpose of Staff Training System The training system assures the future of the salon. It not only prepares new employees for the challenge of working with clients, but also motivates established service technician in becoming more productive employees. The staff training system encourages an atmosphere of teamwork in the salon. If properly executed, it also produces consistently good stylists who thoroughly understand the techniques of their co-workers. Introduction to staff training system All new employees are subject to a ninety-day probationary period. During this time it allows the employee to assess the salon and decide whether he/she would like to enter the training program. The staff training system is designed to ensure that the employee reaches his/her highest potential. It ensures that the salon consistently maintains high standards. After a newly hired staff completes the basic requirements he/she can choose to enter a training program in any one of our specialized areas: Cutting and Styling, Relaxing, Weaving, Coloring, Natural hair care, Braiding, or skin care, make-up and nails. The staff training system also provides a unique opportunity for more experienced employees to develop their technical skills. See educational calendar. The salon, at no cost to you will provide in-salon workshops. GENERAL POLICIES AND PROCEDURES Work Schedule The salon operating hours are as follows: Monday 9-6 Tuesday 9-6 Wednesday 9-6 Thursday 9-7 Friday 9-6 Saturday 7-5 Dress Code The following dress code has been outlined for your convenience. The entire staff is expected to follow these guidelines. DRESS CODE: The entire staff should dress stylishly for work. The staff’s clothing, hairstyle, skin, make-up, and nails should reflect a fashionable image. Change your hairstyle or color at least twice a year, this is to include the nail and skin care department. If you do not buy what you are selling why should the client? Our business is one of fashion in hair, skin and nails. It is only logical that we ourselves project an image which is neat, clean, fashionable, and current in appearance. That includes grooming and apparel. The following guidelines have been set for all departments and service personnel to help us project the correct image.
Take note: You are expected to arrive at work well groomed with a fashionable appearance in your dress, hairstyle and make-up. The reason for our dress code is to aid in creating a fashionable image for our salon. STAFF MEETINGS Staff meetings will be held when needed – approximately- once a month. We will inform you by Memo one week in advance. The Memo will need your signature of acknowledgement for the meeting or other events so as to ensure proper attendance. Please make plans to attend. Our meeting provides an opportunity for all staff members to communicate with each other and with management. Meetings will include discussions of:
All members of our staff are urged to participate in our group discussion. New ideas are always welcome. At least three days prior to the meeting, staff will receive an agenda of the subject matter to be discussed. Please review the material before the meeting. If you would like to contribute to the agenda items (i.e. subjects to be discussed), please give your material to your Manager at least two days before the meeting. Scheduling Policy To service our clients we must do business when they want to do business…not when we want. This being the case, our hours will be quite long and varied. We will make every attempt to make a schedule that will fit your individual needs but once it has been established we expect everyone to adhere to it. Procedure
\ PERSONAL TELEPHONE CALLS Management recognizes that staff will from time to time need to make personal phone calls while at work. However we ask that you keep the following considerations in mind. The receptionist will do everything possible not to interrupt you for phone calls from friends, family, or clients. We will inform clients that we can help them with appointments bookings. If they insist on speaking with you, you will be called to the phone.
SMOKING, EATING AND DRINKING POLICY Smoking Our policy is to be courteous and thoughtful of our clients. Therefore this salon observes a smoke free environment. Smoking is not tolerated by employees or clients. Eating We have reserved an area in the salon for eating. Please ensure that you are aware of this and confine yourself to this area when eating (dispensary & back table). Alcohol and drugs are not permitted. DAILY SALON MANAGEMENT The salon employs a cleaning person once per week to do a thorough cleaning. He/she is responsible for cleaning the floors, carpet, mirrors, windows and bathroom. Despite having a cleaning person there is still some daily clean-up work to be done by each employee/independent contractor. The daily duty checklist for end of day clean up is posted in the employee station. Every member is expected to spend no more than fifteen minutes (15) at the end of each day to complete his or her duties. Please promote teamwork by doing your share. HEALTH & SAFETY Fire extinguishers are located inside the front door of the dispensary. Read the directions carefully so that you know how to use it in case of an emergency. Emergency fire and police telephone numbers are located on the top of each work station. In case of an injury to a client or employee that requires medical attention, notify your manager who will call the emergency medical technicians if necessary. Equipment Heat lamps and curling irons get very hot, BE CAREFUL. Be careful that electrical cords are not becoming frayed or worn out. A short in the cord may cause electrical shock or fire. Be careful with the steam machine; please unplug all of our electrical equipment. EMPLOYEE DISCOUNT You are entitled to a 20% discount on any retail supplies. This includes all hair, skin, and nail care products in the salon. All purchases must be paid for on the same day. Staff members can purchase Gift Certificates at 20% discount. PROCEDURE: FAMILY MEMBERS*
Family members receive a 20% discount off all services in other departments, and a 10% discount off all retail products needed for the family. *Definition of Family members: We consider family to be immediate family members only, including mother, father, spouse, children, and your lawful brothers and sisters. Note: No commission will be paid for these services. Nail services must be arranged with the Nail Technician themselves. Have a ticket made out before beginning service and family members should not interfere with client’s scheduling priority. Family members who receive service during regular hours will pay regular prices. No exceptions. NON-SUFFICIENT FUND POLICY If a client’s check comes back marked “NSF,” we will attempt to collect by contacting the client and or the bank. If we are not successful in recovering the funds, we will make a copy of the check and notify the client during their next visit. They must pay in full or service will be denied. PROFESSIONAL WORK OUTSIDE OF SALON Our salon supports the state laws and we expect concentration and dedication when servicing the salon clients. 1. Please notify us of any part-time employment you are involved in (if an employee only). 2. Employment with another salon will need to be discussed with the Owner. RE-DO POLICY Our salon guarantees its work. When a client is not satisfied with a service we will correct the problem. In regard to chemical services (relaxer and colors) they are only guaranteed if they are using our recommended retail products. When we find a significant number of “re-do’s” for a particular service, you will then be re-trained in this service. The charge for a re-do is the following:
ADVERTISING The salon takes full responsibility for salon advertising and promotional costs. We do this for everyone’s benefit - whether it is a paying client or not. Treat everyone the same. They can very well become a regular client. If you would like to advertise on your own, get approval from the Manager and complete the necessary work. The salon will provide you with labels and will mail it for you. Your cost would be layout, stamps etc. REASONS FOR WHICH AN EMPLOYEE WILL BE DISMISSED.
We use the following warnings and discipline system:
The Salon Manager has authority to terminate an employee or an independent contractor if he/she feels that too many rules and regulations have been broken. However, the employee will not be terminated without first having two warning meetings with management to clarify and discuss the problem(s). At all times management will communicate with you when we feel your performance and job is not up to par. LOSS PREVENTION
GENERAL LEAVE OF ABSENCE The Salon Manager and/Owner must approve all leaves of absence in advance. You must submit your request in writing to the Salon Manager/Coordinator. At the time you submit your written request, you must state the anticipated length of absence including the dates and reason for requesting the leave of absence. A leave of absence is voluntary. The availability of your position will be based upon availability at the time of your return. PERSONAL LEAVE OF ABSENCE Personal leave of absence due to pregnancy, personal or family problems may be granted without pay for limited periods. A leave of absence due to pregnancy shall be granted for four (4) months. The owner must approve a personal leave of absence. NON-DISCRIMINATION POLICY It is our policy not to discriminate against any employee because of race, religion or color, sex, age creed, nation origin, or status with regard to public assistance, marital status, or disability. This policy relates to all phases of employment including, but not limited to recruiting, employment, placement upgrading, demotion, transfers, layoff, recall and termination, rates of pay or other forms of compensation. FORMS & RELEASES EMPLOYEE GUIDELINES AND ACKNOWLEGEMENT OF RECEIPT I acknowledge receipt of a copy of Hair Policy and Procedure Operational Manual, which outlines the benefits, policies and employees responsibilities to our salon. I will familiarize myself and comply with the information contained in the Policy and Procedures Manual. I understand and agree that our salon has the right to unilaterally amend, modify, or withdraw provisions of the Policy and Procedure Manual. I will be notified in writing two weeks before or after any changes are made. Changes in policy will generally be communicated to me by the shop Manager or through official notices. I accept responsibilities for keeping informed of these changes. I also understand that these policies and procedures are not a contract of employment and shall not be deemed as such, and that I am an employee/independent contractor at will. I agree that by accepting employment with this salon I will abide by present and future personnel policies and procedures. ______________________________ Employee’s Name ______________________________ Employee’s Signature ____________________________________________________ Dated day of , 200 . Please sign and return one copy to the Manager. - - Yüklə 433,5 Kb. Dostları ilə paylaş:
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