Guidelines For Skillsets and Reviews of Staff

MANEreviews Business Education Program                                               

Module: Staff Development

Segment: Job Descriptions and Staff Evaluation

How to use this documents

MANEreviews provides these guidelines for salon owners to ensure ‘baseline’ skill sets are met by each candidate or employee. For recruitment purposes, this information may be used to brief HR personnel or a Recruitment agency in terms of position requirements. Additional information will be required for development of employment contracts.

Where gaps are perceived in a candidate’s skills and competency, further training may also be required and is beyond the scope of MANEreviews.

Salon is responsible for monitoring development of practical Cosmetology experience.

Salon is not responsible for any theory portions of the Cosmetology curriculum.

Job Descriptions

Salon Manager

Receptionist

Stylist & Colourist

Assistants/Apprentices

Esthetician

Media Manager

Salon Manager

Role

The Salon Manager is the decision maker for all operational, marketing and experiential activities for the salon. This role has ownership of all salon strategies and activities and is driven to create value for the owner, salon, stylists, and clients. The Manager is driven to simplify, differentiate and innovate as necessary to provide an exceptional customer experience.

Responsibilities

All aspects of day to day operations of the salon:

• Customer service: ensuring every customer has an exceptional experience
• Salon appearance: ensuring the space is always clean and professional looking
• Ensuring all customer files are kept secure and updated on a regular basis
• Fostering vendor and community relationships (BIA, etc.)
• Scheduling
• Lead / Attend all staff meetings
• Developing staff skills and proficiencies
• Conducting staff reviews:
  • Identify short / long term goals for each staff member,
  • Create Performance Improvement Plans (PIP) including action plans and timelines
  • Establish parameters for time management for colorists / stylists
• Fostering accountability in all staff
• Inventory control and ordering of all salon products
• Ensuring the staff room is always kept clean / organized

  Requirements

• Strong interpersonal skills
• Conduct Reviews and prepare PIP for each staff member
• Collaboration with ownership
• Professional demeanor (dress the part)
• Conflict Resolution skills
• Time Management skills
• Strong Organizational skills
• Software proficiency: Microsoft Office, email, Excel and Word, POS (Milano, Demand Force)

  Qualifications

• __ years experience managing/operating a service business
• Post-secondary education: Business Administration or equivalent

   

  Receptionist

  Role

  The Receptionist is a key individual in the delivery of exceptional customer experiences. They are the first and last person that a customer engages and, as such, set the welcoming tone for every visit and reinforce positive expectations to prompt future visits. The receptionist is the liaison between customer and stylist/colorist.

   

  Responsibilities

• Key-holder (open/close responsibilities)
• Answer phone, retrieve messages / follow up calls
• Greet clients, handle coats/gowns (per salon protocol)
• Bank deposits (per salon protocol)
• Print as required:
  • Daily schedule for each stylist/colorist
  • Reports (e.g., Performance, Sales, Inventory)
• Inventory management (per salon protocol)
• Retail merchandising maintenance (per salon protocol)

  Requirements

• Strong interpersonal skills: pleasant and engaging with clients and staff
• Professional appearance and demeanor
• Strong active listening and paraphrasing skills
• Strong Organizational skills
• Time Management skills
• Software proficiency: Microsoft Office, email, Excel and Word, POS (e.g., Milano, Demand Force)
• Attend all meetings Product Knowledge training
• Act as “Fire wall” for staff and management: the receptionist must screen visitors or callers seeking a member of staff or management

  Qualifications

• ___ previous experience

Stylist  

Role

The Stylist is the primary individual responsible for the execution of the hair styling services and delivery of an exceptional customer experience. They are the person that a customer engages with for the longest duration of the visit and, as such, must reinforce the welcoming tone and expectations for future visits.

Responsibilities

• Mens, Ladies, Children hair-cuts, styling
• Blow-drying
• Up-do’s
• Hair extensions

  Requirements

• Strong interpersonal skills
• Proficient in all skillsets related to their position
• Have all required trade tools
• Conduct consultations with each service
• Team player, collaborative
• Professional appearance and demeanor
• Attend all skills- and product knowledge trainings mandated by employer
• Prescribe appropriate products to support the service
• Attend quarterly reviews with Manager to identify performance targets / objectives

  Qualifications

• Registered and licensed by appropriate regulatory body(local, regional, state, province)
• Hair Extensions Certification (optional)

   

  Colorist

  Role

  The Colorist is the primary individual responsible for the execution of the hair colouring services and delivery of an exceptional customer experience. They are the person that a customer engages with for the longest duration of the visit and, as such, must reinforce the welcoming tone and expectations for future visits.

   

  Responsibilities

• Color services
  • Highlights, Lo-lights
  • Ombre
  • Balayage
  • Colour correction
  • Fashion colour treatments
  • Foiling

Requirements

• Strong interpersonal skills
• Proficient in all skill sets related to their position
• Have all required trade tools
• Maintain colour department in a clean / organized manner
• Conduct consultations with each service
• Keep detailed notes for each client
• Attend quarterly reviews with Manager to identify performance targets / objectives
• Team Player, collaborative
• Professional appearance and demeanour
• Attend all skills- and product knowledge trainings mandated by employer
• Prescribe appropriate products to support the service
• Attend quarterly reviews with Manager to identify performance targets / objectives

  Qualifications

• Registered and licensed by appropriate regulatory body (local, regional, state, province)
• Color Certification from recognized colour program
• Hair Extensions Certification (optional)

   

  Media Manager:

  See Janice’s

   

   

  Esthetician

  Role

  The Esthetician is the primary individual responsible for the execution of the esthetic services and delivery of an exceptional customer experience. They are the person that a esthetics customer engages with for the longest duration of the visit and, as such, must reinforce the welcoming tone and expectations for future visits.

   

  Responsibilities

• Facials, manicures, pedicures
• Microderm Abrasion
• Waxing
• Make-up application

  Requirements

• Strong interpersonal skills
• Awareness and knowledge of all skill sets related to their position
• Have all required trade tools
• Attend quarterly reviews with Manager to identify performance targets / objectives
• Team Player, collaborative
• Professional appearance and demeanour
• Attend all skills- and product knowledge trainings mandated by employer
• Prescribe appropriate products

  Qualifications: 

• Diploma from recognized School of Esthetics
• Registered and licensed by appropriate regulatory body

   

  Assistant / Apprentice

  Responsibilities

• Overall housekeeping
  • Sweeping
  • Laundering towels and gowns
  • Stocking retail
  • Greet clients (coats, beverage)
  • Wash hair
  • Deliver to stylist/colourist
• Assisting stylists/colourists as necessary

  Requirements

• Strong interpersonal skills
• Aware of and knowledgeable of all skill sets related to their position
• Have all required trade tools
• Attend quarterly reviews with Manager to identify performance targets / objectives
• Team Player, collaborative
• Professional appearance and demeanour
• Observe and develop consultation skills
• Attend all skills- and product knowledge trainings mandated by employer
• Prescribe appropriate products

Qualifications

• Enrolled with or Registered by appropriate Cosmetology school or regulatory body(local, regional, state, province)

Additional Considerations re Staff Development:

How to identify a suitable candidate

Choosing the right candidate can be a daunting process so here’s a short list of what you should be looking for during interviews/screening:

1. Attitude is critical. Never hire a candidate out of desperation; it will likely end in disaster.
2. Stability / consistency are important. How long were they in their previous role? What was their reason for leaving?
3. Identify their long- and short-term goals. These are good indicators of their commitment.
4. Demeanour is also critical. They must present themselves professionally. How will they fit into your culture?
5. Have the candidate come into the salon for one of your busiest days.(Yes, you must pay them) Advise your staff beforehand and ask for their feedback.

Mentor/Mentee

Establishing a Mentorship program is a great way to build a strong, sustainable culture in your salon.

• Allows you to leverage all the skill sets resident in your salon
• Fosters strong positive relations between the participating individuals
• Creates opportunity for recruitment, especially for Assistants/Apprentices
• Potential additional revenue: Mentee can complete ‘full fee’ service tasks while learning. Mentor supervision is critical.

Glossary

Accountable - delegates and ensures the task gets done

Responsible - fulfills task as directed

Staff Review Questionnaire

Date____________________

Name_________________________________________________

In preparation for our work together, please consider the following questions. Please print clearly and legibly. Your responses are essential to the effectiveness of our work together. Be as honest and complete as possible.

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On a scale of 1 - 5, rate your knowledge and confidence for the following activities:

(Circle one: 1 = none; 5 = expert}                         Knowledge                Confidence

1.      Effective consultations                                   1  2  3  4  5                1  2  3  4  5

2.      Active listening                                               1  2  3  4  5                1  2  3  4  5

3.      Documenting critical information                    1  2  3  4  5                1  2  3  4  5

4.      Recommending / Prescribing product            1  2  3  4  5                1  2  3  4  5

5.      Asking for Referrals                                        1  2  3  4  5                1  2  3  4  5

6.      Pre-booking                                                    1  2  3  4  5                1  2  3  4  5

If there is one thing you could improve upon personally to make you feel more confident in your career, what would that be? Why?

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Are you interested in increasing your current annual income? If so, by how much and why?

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Do you consider yourself coachable? Explain.

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Can you commit to coaching and a personal action strategy to achieve the confidence and income level you want? Explain your answer.

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