Front of House Manager

Job Type: Full-time, 40 hours, Permanent

Location: 162-170 Wardour Street, London, W1F 8ZX

Opening hours: Mon-Sat availbilty required

Salary: £30k-£35k (Depending on Experience)

Benefits:

+Enhanced pension

+Complimentary services

+Access to cost price goods

+Birthday day off

+Increased annual leave (after requisite service)

+Staff events/parties

+Tickets to industry awards/events

+ Oppurtunity to grow into a Senior Management role with enhanced Salary, benefits and bonuses.

About Williams and Hirst

Williams and Hirst are a pioneer in hairdressing and have developed a reputation as the ultimate destination for all hairdressing services. Founded for independent hairdressing, We are about to open in June an eighteen chair independent co-working space for experienced, handpicked hair experts.

We strongly believe that freelance coworking spaces are the future of the hairdressing industry and that Williams and Hirst are part of the start. Our future plans include investment to open multiple spaces across London and the UK with potential for expansion overseas.

We are now looking for an experienced Front of House Manager to deliver an exceptional service that complements our brand and amazing talent. If you love people, are self-sufficient, an adaptive learner, reliable and committed to making a difference, then read on.

Code of best practice:

Act as an ambassador of a world-class destination and deliver our treatments in accordance with the Standard Operating Procedures to ensure Clients/Guests receive the expected and desirable level of customer service through a sincere approach of professionalism, valuable parting of knowledgeable advice, unsurpassed quality of delivery and genuine attention to customer fulfilment and experience.

Purpose of the Role

The Front of House Manager will support the Salon Owners to oversee the smooth running of the salon, FOH team and Client/Guest areas, ensuring unrivaled and outstanding customer service, seamless operational running, and supporting the needs of our Members and Clients/Guests.

Key Responsibilities

Member Support

As directed by the Salon Owner:

• Great Clients/Guests on behalf of Member
• Offer drinks to Clients/Guests on behalf of Member
• Take payment from Members rental/stock fees
• Send Members daily invoice of rental/stock fees
• Provide Members with controlled access to stock
• Answering telephone calls and emails on behalf of Members for walk-in appointments

Customer Service

• As directed by the Salon Owner:
• Deliver consistent world class service to all Clients/Guests and Members.
• Promote a professional, yet warm and genuine service culture.
• Deliver service with a personal and adaptable style relating to each individual Client/Guest.
• Ensure the customer challenge process is followed without fail in a timely and professional manner with the upmost discretion.
• Update Clients’/Guests’ details and ensure all relevant data and information is stored securely and accurately.
• Use own initiative to deal with Client/Guest requests and continually strive to exceed expectations wherever possible

Operations & Sales

As directed by the Salon Owner:

• Ensure all working environments are maintained to the highest standards.
• Deliver excellent product knowledge to our Clients/Guests, engaging with them at every opportunity to introduce them to our retail ranges.
• Regularly complete department maintenance checks as required.
• Use opportunities to increase sales and Clients/Guests loyalty whenever appropriate.
• Offer repeat bookings, product sales, long standing bookings, and any other opportunities to Clients/Guests to increase sales and service.

Events Coordination

As directed by the Salon Owner:

• Assist with availability enquires and chasing of provisionally held bookings
• Follow up new enquiries, ensuring required information has been sent and received by Clients/Guests as requested
• Assist with the preparation of event invoices and send to Clients/Guests
• Take payment for events space and any added extras (catering, stock etc)

• Follow up with clients to gain information for forthcoming bookings
• Lead on final event preparations for the current/following day
• Ensure that all information is communicated concisely for any catering/stock requirements
• Compile delegate lists ahead of events
• Prepare room/events area and arrange any required extras (catering, stock etc)