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.