Front of House
Skills
About This Role
Overview
- The Front of House team member will be the face of BRAU, delivering a seamless and elevated client experience within the salon.
- This role is responsible for welcoming clients, managing bookings, and ensuring the smooth day to day running of the salon environment.
- The position focuses on creating a warm, professional, and efficient front of house experience, supporting both clients and the wider team, and maintaining the high standards of service that define the BRAU brand.
- As a Front of House, your responsibilities will include, but are not limited to:
- Welcome customers into Brau and manage their journey as per Brau customer journey.
- Check customers in and out and collect customer payments.
- To perform daily reconciliation of financials.
- Host customers and constantly find ways to surprise and delight them.
- To daily read the appointment schedule and customer profiles and add notes as required.
- To take full responsibility for managing and optimizing the schedule for the studio.
- Managing customer profiles, ensuring they are comprehensive and constantly populating their profiles with customer notes and data.
- Handling customer complaints with empathy and courtesy and rectify accordingly.
- Detail to guests what to expect during their experience and provide them with reading material (menu, styles, images).
- To follow up with guests who are running late for appointments.
- Provide & assist guests to fully complete Consultation forms.
- Describe & give information relating to our services & products using the correct verbiage as per Brau. standards.
- Recommend and educate clients on retail products to best suit their needs.
- To be fully aware of and to where possible take action or expedite all guest comments or concerns.
- Communicate to management any occurrences involving staff or guests that require attention.
- Assist in all areas of operation as requested by management.
- Handle highly confidential, sensitive, and/or critical information, files, records, and reports.
- Support artists in managing their schedule requirements.
- Follow up with customers as required.
- In charge of keeping comprehensive records of all documents and supporting any audits showing correct paperwork and taking note of any issues they raise.
- Working on achieving in-house sales targets
- Upselling treatments in house
- Upselling retail and packages in-house
- Perform client consultations
Requirements
- Previous experience in a front of house, reception, hospitality, or customer service role is essential.
- Excellent verbal communication skills and a polite, professional manner.
- Strong organizational skills with the ability to prioritize tasks and work under pressure in a fast paced environment.
- Proficiency with basic office software (email, calendars, and Microsoft Office or Google Workspace) and comfortable learning bespoke booking or CRM systems.
- Basic numeracy and experience handling cash or point of sale systems is desirable.
- Reliable, punctual, and presentable with a customer first attitude and attention to detail.
- Willingness to work flexible hours, including occasional early mornings, evenings, or weekends depending on operational needs.
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