Spa Handbook

8/12/2019 Spa Handbook

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Welcome to "name" salon/spa!

We are very pleased that you have joined our team.

This employee handbook outlines our salon/spa policies, rules and regulations,

educational guidelines, and everyday salon/spa procedures so that you canbetter understand what is expected o you on the job.

n our salon/spa, we derive success rom teamwork. ndividual and unit growthare stimulated by the idea that many contributory minds working together canaccomplish much more than an individual working alone.

uccess comes through education. #s techni$ues change, as products improve,as new services are introduced, we will be prepared through education tosatisy the new demands o our clients, thus ensuring our successul position in

the uture.

uccess comes through change. We welcome it. %hange is stimulating.timulated people achieve more, and achievers are successul.

&ur philosophy is geared toward uture growth and security through teamwork,education, ulillment and change, we are assured that we will continue tothrive as individuals and as a business.

'rom time to time, there will be roadblocks (this is part o the growing

process). *owever, as long as you persevere, keep an open mind and have apositive mental attitude, you will succeed!

Professionalism

Code of Professionalism

#s a salon proessional, you are a caring, open+minded individual. ou are welleducated in your ield and have the ability to utili-e all o your knowledge to

beneit your clients.

#s a salon proessional, you are able to put your own ego aside in order tobetter contribute to the alon Team.

#s a salon proessional, you have developed your listening talents and are ableto communicate with your clients and teammates without intimidating them.
http://www.spasalon.com/emp__handbook.shtml#Professionalismhttp://www.spasalon.com/emp__handbook.shtml#Professionalism


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roessionalism is an intangible concept. t is a balanced combination oeducation, honesty, talent and common sense.

ulling it all together in the salon/spa is not an easy task, but throughcooperation, teamwork, and a ew guidelines, we can be successul.

Guidelines to Professionalism

. 0istening to your client + the most diicult skill to learn, but the mostvaluable once mastered.

1. ervice to the best o your ability all o your client2s needs. 3ever denyhim/her the proper amount o service time.

4. # consultation with every client prior to shampooing is the most proessional

way to establish good communication and avoid employee errors. #lways$uote prices or a new service on either a new or a regular client. ell theservice irst, then the price will not be paramount.

5. Teamwork and cooperation between service providers will make everyone2sday go better. *elp your teammates whenever possible, no matter what theirlevel within the salon/spa. 6ach individual member o the team serves anintegral part in the success o the salon/spa.

7. #void gossip between clients and/or co+workers.

8. upport the expertise o your teammates.

9. ersonal conversation between working employees will make a client eelsuperluous (unwanted).

:. ;se proper grammar at all times.

Communication

Communication within the spa/salon

Through eective communication, a group o individuals with a common goalwill come together to orm a strong team and work as one unit to the beneit oall.

%ommunication decreases misunderstandings between team members andincreases cooperation on a day+to+day basis within the salon/spa.


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%ommunication aids in educational growth through inormation exchangedduring workshops and sta meetings, as well as one+to+one discussions

between employees about daily work with clients.

Communication with Clients

6ective communication with a client will greatly reduce stress or the serviceprovider. When you ac$uire a thorough comprehension o client2s needs,mistakes and misunderstandings are eliminated. The service provider can

proceed with servicing the client, knowing that he/she and the client have amutual understanding o the desired results.

The most important part o eectivecommunication is maintaining eye contact. 0ook into the other person2s eyeswhile speaking or listening... t shows that your are interested and paying

attention.

1. 0T633 To avoid misunderstandings, give the other person a chance toput their point across without interruptions. eople tend to stop communicatingwhen they don2t have a chance to inish thoughts they originally wanted toshare with you.


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4. 06#?3 =ake comments and ask $uestions that encourage the otherperson to continue communicating in the direction you want.

5.

#. %losed Cuestions + De$uire very brie answers (yes, no, name, number etc.)and usually begin with> ?o you, who, when, where, how many, how oten, etc.#sk closed $uestions when you want to receive minimum, speciic inormation.%losed $uestions enable a $uestioner to lead the conversation.

6xample> "?o you live in the country or in the cityE"

A. &pen Cuestions> De$uire lengthy, descriptive answers and oten begin with>*ow, why, and what. #sk open $uestions when you want to receive maximum,detailed inormation. &pen $uestions enable the speaker to lead theconversation.

6xample> "*ow did you choose your proessionE"

Client/Service Provider Communication

6ective communication between client and service provider is essential toensure client satisaction. 6ven the most talented service provider mayencounter dissatisied clients due to misunderstandings that resulted rom a lacko or ineective communication.

#s a proessional, you can increase your understanding o client needs andgreatly reduce the risk o client dissatisaction by ollowing the steps below>

. ?etermine client needs or "The ?iscovery teps"

The irst step toward client satisaction is understanding your client2sexpectations. #lways encourage your client to express his or her wants andneeds. This is also a good opportunity to gather inormation about the client2slie+style.

1. 0isten


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#ttention 3eeds> Will tell stylist what they want and how they want it.

Dealing with the Problem Client

When dealing with a problem client, it is important or you as a proessional, to

remember that the salon/spa2s image can be damaged more by one dissatisiedclient than it can be improved by ten satisied clients! lease make everyattempt to satisy your client2s needs and correct any problem beore they leavethe salon/spa.

there is a personality clash between you and your client, try the "kill themwith kindness" approach. When you love your enemies, they will ind it hard toight back.

you still have problems satisying your client, you may suggest that another

service provider might be better able to ulill the client2s needs. 3o serviceprovider can be a specialist in every type o service. erhaps a teammate woulddo a better job with a certain type o service.

the client remains unhappy, despite your attempts to satisy them, please askthe alon/pa =anager to assist you in resolving the problem.

Scheduling Appointments

We have $ualiied personnel to take care o scheduling appointments, but in the

event you are re$uired to make an appointment, please remember that theimpression you make when scheduling an appointment can determine whetheror not the client will want to visit our salon/spa. 3ew appointments areessential to keep our business thriving! 3ever let the client eel that you are too

busy to be bothered with scheduling an appointment. nstead, make the clienteel that we are pleased to have their business. #lways conduct yoursel in a

pleasant and proessional way.

Scheduling Appointments over the Phone

. Demember that the client cannot see you. This makes it even more importantthat you sound pleasant. mile with your voice!

1. #nswer the phone proessionally + "


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5.


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preerences and general lie+style. The steps listed below are a guide toconducting a thorough client consultation.

. Dead the client2s ile beore a consultation whenever possible.1. "*ow oten do you like to have your hair cutE. #sk aboutchemical services. What they had in the past and i they were happy with the

results.G. %onirm desired style and proceed with cut or chemical services.H. ?uring inishing, teach your client how to maintain the new style. ncludestyling techni$ues and proper products to be used at home.. To close the sale, take the client to the retail area and place the products inthe client2s hands. #gain tell the client why you recommend these products ortheir needs. Demember, we are problem solvers, not just salespeople.

Pricing

&ur salon pricing policy is structured "# 0a %arte2. The system recordsseparate pricing or each service provider2s level in the salon, and separate

pricing o services or each department o the salon.

ricing is determined or each service according to the cost o the supplies usedand the time involved to complete the services.

#ll prices are readily available in the reception area o our salon.


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3o service provider may charge less then the listed price without managementapproval.

#ny employee may do amily members in the salon as long as it is on your timeor in a slow period o the week. lease check with the management to okay

times. # amily member can be Ibumped2 i a client wishes to come in at thesame time.

# chemical product charge will be applied to all amily members or theirservices. The charge must cover the price o the product or a perm, color,hilite, nail, tips, acials, etc. (must be paid beore the end o the day). #ll otherwork is on the house. a amily member wants a service not provided by you,they may pay the service provider2s commission only, this is the same as thetrade policy.

Trades are a great way to ac$uire things at a discount. We are open to youtrading, but i you negotiate with a person to trade services, your percentage othat service must be paid to the salon. 'or example> you trade a hair cut thatwould normally cost J4H, at a 7HK service agreement, you would pay to thesalon J7 (commission will not be paid or trade services). you have any$uestions, please ask management.

efunds and Credits

a client remains dissatisied with the service provided despite your eorts to

please them, management will determine whether the client should receive areund, a credit, or corrective service. ervices may not be perormed ree ocharge without permission rom management.

To prevent damage to client2s clothing or jewelry, it is the service provider2sresponsibility to see that the client removes jewelry and change in to a robe

beore any chemical service is perormed.

etail Philosoph!

#s a salon/spa proessional, it is important to note the ollowing relationshipsthat exist between today2s salon/spa clients and proessional retailing.

. Today clients not only expect, but demand total service within the salon/spa.1. Aecause many clients visit the salon/spa only once every ive to sevenweeks, home maintenance programs are more important than ever beore.4. #s their awareness o products and ingredients increases, clients want to


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know more about proessional products and what ormula is best or theirparticular needs.5. 6ach client is entitled to $uality products and your proessionalrecommendation to help maintain his or her hair and skin at home.7. #s technology improves and new products become available, you as thesalon/spa proessional must be open to change and continually update yourknowledge o salon retail product lines.

Ay keeping the ollowing points in mind, you can complete the total servicerelationship desired by your clients, and ulill their expectations o the salon

proessional in the new century.

etail Polic!

t is our policy to retail products through proessional recommendation based

on client analyses and product knowledge + not to sell products or the sake oselling. Demember that selling retail to our clients is always based on need, noton sales $uotas. you, as the salon/spa proessional, have done your job inservicing and consulting with the client, there is no need or high pressure salestactics to complete a sale.

t is your responsibility to recommend the proper products or each client andto teach him or her how to use the products at home to maintain optimumcondition o hair, skin, etc. between salon/spa visits.

t is also your responsibility to prepare yoursel to retail products by increasingyour knowledge o the proessional products we carry. 6ducation is the key to

building your conidence in retailing so that you eel comortable inrecommending products on a daily basis. Dead as much as you can about each

product, its eatures and its beneits. The salon/spa will support you in thisendeavor by oering new product knowledge classes in conjunction with ourregular training classes.

#lways remember that retail recommendation is an important part ocompletely servicing our clients2 needs. #s you learn to service these needs,

you also guarantee your proessional growth.

ou should attend our product knowledge classes and become amiliar with allour high $uality proessional products. #ter the service provider recommends

products or a client and records recommendations in the client ile, you willollow through by closing the sale i necessary.


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etailing Can Be "un#

you remember that retailing is simply an extension o totally servicing yourclient, and you believe in the proessional products we use in the salon/spa, youwill discover that retailing can be a rewarding experience! To help you learn to

retail successully, please note the ollowing important points.

. %lient> "2dnever pay that much or a bottle o shampoo".ervice provider> "The price per bottle may be higher than you are used to

paying, but because it is highly concentrated, you will actually be getting moreor you money."G. =aintain a positive attitude. ?on2t accept rejection as something personallydirected toward you. Try again!

H. %lose the sale. ou must always remember to ask or the sale. Timing isimportant, do not continue to sell the product ater the client has indicatedreadiness to buy.

$ob Description

Desponsibilities o the employer> The salon/spa.


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#s your employer, it is the salon/spa2s responsibility to provide a pleasant,eicient environment wherein each employee may work in an atmosphere o

proessionalism.

The salon/spa will provide education in all service areas as well as in

communication, retailing and product knowledge. The salon/spa will providean ade$uate supply o proessional products or retail and salon/spa use.

To ensure continued success o the business, the salon/spa will provideadvertising media and our direct mail newsletters and postcards, when deemednecessary by salon/spa management.

t is the responsibility o the salon/spa to stimulate the growth o its employeesthrough one+to+one perormance reviews and group discussions at stameetings.

t is the responsibility o the salon/spa to bring positive change to the businessand to be a catalyst to set uture directions o the salon/spa.

The salon/spa will abide by and uphold your salon/spa handbook and allpolicies.

%he &anager

#s the salon/spa manager, it is your responsibility to promote proessionalism

within the salon/spa and to maintain open lines o communication betweenmanagement and employees.

t is also your responsibility as the manager to keep the salon/spa operatingwith maximum organi-ation and eiciency.

Guidelines and esponsibilities'

. *andle personnel problems as they arise in the salon/spa (in accordance withthe code o proessionalism and the guidelines to proessionalism in themanual.1. *andle client problems and complaints as proessionally as possible or reerto management committee or discussion.4. 6valuate employees at semi+annual perormance reviews.5. #id in training o new employees.7. #id in all in+salon promotions and advertising as scheduled.8. nventory and cost all supplies monthly.9. =aintain ade$uate amount o service supplies.


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:. nterview prospective employees and consult with management committeeabout hiring.G. #ttend management meetings.H. *elp all service providers to build clientele.. %omplete daily, weekly and monthly reports.1. %omplete end+o+day bookkeeping in absence o coordinator.4. upport the policies and procedures manual.

Coordinator/eceptionist

#s the salon/spa coordinator, you are probably the most indispensable person inthe salon/spa. ou have the irst and last contact with each client, and yourimpression is a lasting one.

ou know the particular strengths and weaknesses o each service provider in

the salon/spa and you schedule appointments accordingly. ou are trained tohandle the client as i the client were the most important person around. ouare also in a prime position to receive client eedback.

#s traic control manager, you are responsible or advising service providerso their time schedules and helping clients in any way.

Service Duties'

. chedule appointments

1. rint service provider2s worksheets each night or the next day.4. 6nter client service inormation into computer at the end o each day.5. %all clients to conirm appointments.7. ?irect non+busy personnel in cleaning or stocking duties when needed.8. %all clients i a service provider is running late in their schedule by 4Hminutes.9. *ave new clients ill out general client ile and put address in computer.:. =aintain traic control in the salon/spa.

ou should attend our product knowledge classes and become amiliar with all

our high $uality proessional products. #ter the service provider recommendsproducts or a client and records recommendations in the client ile, you willollow through by closing the sale i necessary.

etail Duties'

. tart retail sales i opportunity arises.1. %lose retail sales according to service provider2s recommendations.


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4. %omplete daily and weekly inventory reports.5. Beep retail area clean and stocked at all times.7. 0earn product knowledge or all products.

Bookkeeping Duties'

. %omplete close out procedures according to the computer.1. Transmit charge cards at the end o shit.4. =aintain ade$uate cash in drawer.5. *elp manager keep supplies in stock.7. #ssist manager at sta meetings, or conduct meetings when manager is onvacation.

General esponsibilities'

. upport this salon/spa handbook.

Artistic Designer (evel

#s an artistic designer you are given the opportunity to grow in new directions.ou will become a teacher and director in your department and be the irst tolearn and experiment with new ideas.

t is your responsibility to help the other service providers grow. #s a specialistin your area, you will be expected to maintain the salon/spa2s high standards o$uality service.

Guidelines and esponsibilities

. upport teamwork within the salon/spa.1. Teach workshops or service providers.4. =aintain the proessional image o the salon/spa.5. ?irect promotions or the salon/spa, such as programs or ashion shows andwomen2s clubs.7. ervice clients to the best o your ability.8. #id service providers as needed in daily work.

9. Test and research new products.:. 0earn and teach new product knowledge.G. upport this salon/spa handbook.

Senior &aster Designer (evel


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Welcome to the position o senior master designer. #long with your new title,you will receive a new set o reedoms and a new set o responsibilities. Theollowing list should explain your position more clearly.


. ervice clients to the very best o your ability.1. #id in training o assistants and service providers in your area ospeciali-ation.4. =aintain the proessional image o the salon/spa and serve as an example orassistants and service providers.5. #id in promotions or salon/spa, such as programs or ashion shows,women2s clubs, etc.7. romote proessional retail in salon/spa.8. upport teamwork within the salon + ?on2t orget what it was like to be an

assistant or master designer.9. %omplete client iles and return to receptionist when inished with clientservice.:. =aintain a clean work area and cheerully help with end+o+day duties in thesalon/spa.G. *elp other service providers whenever possible + advocate teamwork.H. #ttend advanced training classes as scheduled by management.. upport this salon/spa handbook.

&aster Designer (evel

our position as a master designer gives you the opportunity to start servicingclients on a ull time basis. ou will be scheduled with plenty o time to consultwith your client and complete the service desired. *elp is always available iyou are in need.


. =aintain the proessional image o the salon/spa. #. ervicing clients to the best o your ability.

A. Delect current ashion trends in your hairstyle, makeup, and clothing. %. upport teamwork in the salon/spa.

1. #ttend training classes as scheduled.4. =aintain clean working area and aid in end+o+the day cleaning.5. rovide your own e$uipment + shears, dryer, irons, etc.7. Work hours according to schedule.


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8. articipate in promotional programs to build clientele.9. romote proessional retail in the salon/spa.:. #ssist #rtistic ?esigners and enior =aster ?esigners as needed.G. upport this salon/spa handbook.

Assistant %raining

?uring the irst six weeks, each new employee will receive on+the+job trainingin various areas within the salon/spa. The ollowing is a check list to be used tomake sure that we cover everything with you.

Service Duties

#lthough many o these items will be covered at scheduled classes, it isnecessary to also learn the ollowing on a daily basis>

. hampooing1. %olor application4. Aasic product knowledge5. #pplication o permanent wave solution7. Dinsing and blotting permanent waves8. 3eutrali-ing and rinsing permanent waves9. =ixing o color (not ormulating):. roper use o conditioners

Cleaning Duties

The ollowing cleaning duties are to be perormed daily>

. roper maintenance o salon e$uipment1. %leaning and sterili-ing o tools4. 0aundry5. =aking coee and cleaning coee maker7. ?aily clean+up duties

Compensation and Benefits

)* Assistant

*ourly wages are paid every two weeks or the irst ninety days oprobationary employment. #t the end o the probationary period, a perormancereview will be held and a change o status will be evaluated.


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+* Service Providers

These position are on an hourly/commission basis. # retail commission o Hpercent is part o the compensation policy.

,* eceptionist

This position is based on hourly wage.

-* &anager

This position will be either hourly wage or salary.

&a.or &edical Coverage

)* Coverage

#ll ull time employees

De$uirement> # minimum o 4H hours worked per month.

pouses, dependents and amily members are not included (employee) mayhave the premium dierence deducted rom their paycheck or this coverage).

art time employees are not covered until they meet ull time re$uirements.

)* ligibilit!

#ll ull time employees who have completed 4 months continuous employmentrom date o hire.

,* Start of Insurance

%overage starts on the st day o the ourth month provided three completecalendar months o continuous employment have occurred. three completemonths have not been completed by the st day o the ourth month, thencoverage will start on the st day o the ollowing month.

-* Pa!ment

our salon pays HHK o the premium due each month or all ull timeemployees (salon does not pay or premium o amily members or dependents,see L).

Sick Da! Polic!


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our salon does not pay sick days at this time.

0acation

our salon will pay or one week2s vacation (ive working days) ater one year

o continuous employment. #dd one day or each additional year o continuousemployment.

@acation days are accrued rom the date o hire or a iscal calendar year.

@acation pay is calculated on a daily average basis or the total days worked inthe preceding calendar year ending on ?ecember 4st.

@acation days may not be accrued rom year+to+year and must be used beorethe end o each iscal year once an employee becomes eligible. @acation days

not taken by the end o the prescribed use time will be oreited. ay will not besubstituted in lieu o vacation days not taken.

@acations may not be taken during the busiest months o the year, (3ovember,?ecember). %hoice o vacation time will be on a irst come irst serve basis.The vacation schedule is in the sta room. =anagement must have at least 57days notice to schedule vacation times.

1olida!s

our salon will observe the ollowing holidays by closing or the timespeciied. The holidays will be unpaid at this time.

3ew ear2s ?ay%hristmas ?ay%hristmas 6ve (/1 day)Muly 5thThanksgiving ?ay=emorial ?ay0abor ?ay

6ducation

In2salon

n+salon workshops are provided by the salon/spa at no cost to you.articipation in these workshops will sometimes be mandatory. ?ates and timeswill be given to you well in advance o class times.


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mplo!ee Discount

ou are entitled to a 4HK discount on any retail supplies purchased in thesalon/spa. ?iscounts will not be given on items which are already discounted,(commission will not be paid on employee discount sales).

you order any special tools or products, the order must be in your own nameand be %.&.?. The check must be let with the salon coordinator prior to the

product2s arrival. #ny tools or products purchased under this salon2s name willbe levied a HK handling charge. (This covers the cost o shipping and taxesnormally paid by the salon).

'amily discounts and trades are discussed in the Ipricing2 section o thishandbook.

Salon/Spa Social vents

The salon/spa will host a %hristmas arty each year. The time and place will beannounced well in advance o the event. 6ach member o the team will beencouraged to bring a guest.

General Policies and Procedures

3ork Schedule

The salon hours are as ollows>

=onday %losedTuesday G>HH + 9>HHWednesday G>HH + G>HHThursday G>HH + G>HH'riday G>HH + 9>HHaturday G>HH + 5>HHunday %losed

6ach employee should take a /1 hour lunch break. We understand that

sometimes it is not possible because o added service etc., but please try.

lease clock in and out on the computer and your hours will be recorded.

3ork Attendance


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. Whenever you are unable to report to work, please contact us.1. lease schedule doctors appointments on your o days.4. t is a courtesy to call management i you are going to be late or work.lease don2t be tardy, clients do not like to wait. t is a good policy to be in thesalon/spa H minutes prior to your irst appointment.5. lease tell the manager or coordinator i you are leaving the salon/spa, evenor a $uick run to the ice cream store.

Staff &eetings

ta meetings are held every other 'riday morning rom G>HH to H>HH a.m. #llsta is re$uired to attend. ou are on the time clock or these meetings, soremember to clock in.

&ur meetings provide an opportunity or all sta members to communicate

with each other and with management. =eetings include discussions o>

N 3ew product knowledgeN n+salon classesN 'uture advertising promotionsN ersonal or client problems in relation to sta moralN #ny revisions in the handbook or policiesN lans or advanced education and trade shows

#ll members o the team are urged to participate in group discussions. 3ew

ideas are always welcome!

4our Appearance

ince we strive or proessionalism in all areas o our working environment, itis important that we also portray that image in our own appearance.

. lease do not wear tank tops or thongs1. our hair should be well maintained and ashionable4. our clothing should relect current ashion trends. in doubt, check with a

team member.5. ou are expected to wear makeup as beneits your look.7. lease have hair and makeup done beore you clock in.

Personal %elephone Calls

lease limit your personal calls to extremely important and emergency callsonly.


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lease do not leave a client to take a phone call, someone in the salon/spa willtake a message or you. t is vital to make the client eel like they are the mostimportant person in the world to you!

moking is not permitted anywhere in the salon/spa. There are no exceptions.

1ealth and Safet!

0earn where the ire extinguisher is located. you do not know how to operateit, please ask management to review its usage.

6mergency number is G.

n case o injury to a sta member or a client, notiy the manager at once.

#ll curling irons and heat e$uipment should be turned o at the end o eachday.

#nimals are not allowed in the salon/spa.

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