Back Office Administrator

Core description: This role will be responsible to deliver the highest standards of customer service ensuring clients experience a seamless journey from booking, through greeting to departure. To act as the first point of call for all client enquiries, pro-actively sell Urban Retreat services including accurate recording of client information and processing of payments and reconciliation of cash.

•         Ensure high levels of service delivery from greeting to departure, initiating customer contact and anticipating needs.

  ·    Ensure customers are fully informed of any requirements for patch tests, consultation and adhere to the booking guidelines.

  ·    Proactively up-sell additional services by demonstrating a high level of knowledge of all salon services and products, including promotions and special events.

  ·       Accurately record all booking information including client notes and contact information.

  ·       Support and drive a ‘sales’ instead of just a ‘booking’ environment.

  ·       Follow company policies and procedures on managing customer challenges.

  ·       Answer phone calls promptly, politely and professionally.

  ·       Maximize return visits and re-bookings at the point of departure.

  ·       To actively support the management in stock-taking as required

  ·       Maintain cleanliness of own work areas and equipment and of the salon and surrounding areas.

  ·       Ensure personal standards and grooming are in line with UR brand standards.

  ·       Demonstrate high standards of punctuality and good time-keeping.

  ·  To attend company and team meetings and departmental / product training as reasonably required

  ·       Keep a record of all cash transactions, customer appointments.

  ·       Able to recommend appropriate products to fulfill customer needs.

  ·       Adapt / quickly learn new services offered by Urban retreat.

• Customer Service qualifications (NVQ or equivalent).

•         An Arabic Speaker is Preferred.

•         3-5 years Front of House or Guest Relations experience in professional salon or spa

•        Excellent communication skills including fluency in written and spoken English.

•         Knowledge of wellness and beauty.

•         Ability to work cohesively with other employees as part of a team.

•       Background in finance and handling financial task is required.