Front Desk Officer

Job Title: Front Desk Officer

Department: Branch Operations

Reports To: Salon Manager

Job Summary:

The Front Desk Officer is the operational anchor of the salon’s client interface and service flow. The role manages end-to-end reception operations, delivers high-touch customer service, ensures accurate appointment and payment handling, and drives daily readiness of the salon environment.

The role acts as Officer-in-Charge (OIC) during the absence of the Salon Manager, ensuring smooth daily operations, monitoring sales, validating cash handling, coordinating staff attendance, and escalating incidents or client concerns to management.

This position safeguards brand standards, operational accuracy, and service consistency across all client-facing touchpoints.

Roles and Responsibilities:

1. Front Desk Operations Leadership

• Lead daily reception operations and ensure the front desk is organized, accurate, and client-ready.
• Oversee appointment booking, call handling, client check-ins, and coordination with stylists and technicians.
• Ensure proper Zenoti encoding for appointments, sales, client details, and confirmations.

2. Officer-in-Charge Support

• Oversee daily salon operations and service flow when the Salon Manager is not present.
• Monitor attendance, schedule concerns, client issues, and daily sales.
• Escalate urgent concerns to Management as needed.

3. Client Experience and Service Coordination

• Provide a warm, polished, and professional reception experience from arrival to checkout.
• Assist with client concerns, service recovery, rebooking, and proper logging of feedback.
• Support smooth coordination between clients, stylists, technicians, and salon staff.

4. Appointment and Call Management

• Answer calls professionally and provide accurate information on services, pricing, availability, and booking options.
• Encode appointments completely and accurately in Zenoti.
• Send appointment confirmations and promptly communicate changes or cancellations to the team.

5. Cashiering and Financial Accuracy

• Handle cashiering duties, payment validation, official receipts, and daily sales reconciliation.
• Maintain the change fund and ensure proper accountability of payments, receipts
• Ensure discounts, complimentary services, and adjustments have proper approval.

6. Daily Salon Readiness, Cleanliness, and Hygiene

• Ensure the front desk, product displays, client areas, and supplies are clean and presentation-ready.
• Support opening preparations such as music, AC settings, materials, kits, and hygiene requirements.
• Escalate facility, cleanliness, or supply concerns when needed.

7. Communication, Reporting, and Coordination

• Provide timely updates to the Salon Manager regarding client feedback, staff concerns, and operational gaps.
• Maintain updated logs for sales, appointment issues, client concerns, and incidents.
• Coordinate with the team to support smooth service flow, promotions, and operational instructions.