Protocols
When do we send emails to guests?
When they book a group or package, send CP email
When do we call late guests?
HairCUT: 5 mins after appt time
Hair color: 15 mins after
Nail: appt time
Facial/massage/spa in general: 10 mins BEFORE appt time
Explain special event protocol.
DRY hair, button up shirt
Explain 4 step check in/out
1. Greeting 2. Assist 3. Retail 4. Service offer
List 245 duties.
-calling late guests
-easy emails
-checking streams
-doing check ins if 221 and 222 busy
When do we collect 100% deposit?
For surprises (3rd parties, even if single service), any online promotions guests have trouble booking, groups of 4+, premium periods.
What are the terms and conditions of the $69/$89/$99 hair special?
For a limited time, experience the exceptional talent of our New Talent Stylists from $79*, a savings of up to 50% from our menu pricing for color service. This is a prepaid and non-refundable service once booked and is valid for initial first-time guests or guests that haven't received salon services from us in the previous 12 months only. Pricing varies based on length and includes any single process using up to 4 oz of color with an additional $20 charge for each additional ounce or partial ounce of color used
What services require a consultation before receiving services?
Microblading, eyelash extensions, hair extensions, balayage, ombre, keratin, fantasy colors.
While we highly prefer an in person consultation, a phone consultation will suffice so do not turn guests away if they can't come in twice.
EXPLAIN GC policy.
-treated like cash
-never expires
-non-replaceable if lost or stolen
What does the FD do during downtime?
-scan books
-do alerts for tomorrow until 12pm
-organize FD, sweep
Name all premium periods.
Christmas/New Years, Valentine's, Mother's Day, Father's Day
What is the difference between customer and apt notes?
Customer notes cannot be deleted. Should include CSI's, emails sent to guest discounts above 10%, returns/exchanges, and ECOF notes/any other pertinent info to the CUSTOMER.
Apt notes are only for info that is relevant to that specific appt (e.g. reviewing CP, early arrival, time pref and sp pref). These CAN be deleted, but you should not delete them anyway
What services must we call for to review contraindications with guest?
Hydrafacials, peels, first time nail guests to inform of natural nails, first time hair removal, first time hair guests to inquire on texture of hair (not everyone does ethnic hair), ionithermie/wave 4
For late guests, we call ____ for nails, ____ for haircut, ____ for hair color and ____ for spa.
at appt time for nails; 5 mins into appt for haircut; 15 mins into appt for hair color; 5 mins BEFORE appt for spa.
I would recommend calling a bit earlier than this during Saturdays or busy days to ensure schedule runs smoothly though.
Who is allowed to move emails?
Only senior call center staff and managers.
Explain what services are applicable to the 24HR/48HR/7 days cancellation policy.
24HRS - single services (e.g. massage OR facial OR hair).
48HR - packages, custom packages, groups (excluding eyebrow thread/wax groups), specialty services, any reservation with a deposit.
7 days - during premium periods, any packages/groups/third parties.
What series promotions are we running right now and when do they expire?
Hydrafacial buy 3 get 1 free
4 blow outs for $100
Ionithermie/wave 4 buy 3 get 1 free (cannot be purchased online, purchased internally)
Facial, massage, and pedi series buy 3 get 1 free
ALL SERIES EXPIRE NOV 30 OF EACH YEAR!
Explain the new CP rule.
One late cancel/no show can be waived, but the 2nd will always be charged unless VIP/extenuating circumstances. Consult a team lead when unsure
Explain when we do NC, liability form and minor release form.
NC - first time guest or hasn't done it in 12 mo's
Liability - models, children without services
Minor release - children w. services
Before sending an email, please include all info to avoid ____
back and forth
What information do you collect when putting a guest's own CC on their file to hold reservations?
Name on card as it appears, card number, expiration and (VERY IMPORTANT) zip code.
How do we process cash deposits?
EGC
What is the order of services in spa?
Massage, thermal-m (if booked), facial, nails, then hair. Try to give breaks if possible, but remember that MAXIMIZING THE BOOKS TAKES PRIORITY OVER BREAKS. Make sure to review itinerary over the phone/check-in.
How often do you send updates?
Every 2 hours
Difference between merge and delete req
Merge = 2013+ and has order history / new file
Delete = 2012 and below, no order history, says "12AM"