Head Host/hostess

6 months ago

London, United Kingdom Hershesons Full time

**About us**

Rudan Ltd (T/A Hershesons is a small business in BEAUTY_WELLNESS in London, W1T 3LR. We are professional, agile, and our goal is to Give Great Hair.

Our work environment includes:

- Modern office setting
- Food provided

At Hershesons, we defy the status quo and create game-changing spaces for our customers to meet their hair goals. The same can be said for our people. We aim to create the best teams with the best environment to grow talent and stay ahead of the hair curve.

Because we lead the way, not follow, as the Head Host, you lead your team with passion, a keen eye for detail. You will ensure that everyone is equipped with the right skills to make the best first impression and last impression of Hershesons. Giving great hair is what we do, giving great service is what you do. Your focus will be on setting maintaining exceptional standards and delivering outstanding customer service and deputising in the absence of the General Manager. As the Head Host, you will be the face of our business, setting the tone for customer interactions and ensuring a consistently high-quality experience. Your leadership will be pivotal in upholding our reputation for excellence.

**Role & responsibilities**

Vigilantly oversee the front of house, ensuing operations run seamlessly and up to the highest standards.

Understand the power of first impressions; maintain impeccable team presentation at all times.

Communication is key in your role. You excel in delivering clear, graceful, and refined interactions, whether with your team, stylists, head office, or clients, ensuring everyone is well-informed and timely updated.

Championing outstanding service, you are the guardian of service quality at the Front of House.

Embed the ethos of exceptional service within your team, mirroring the salon's commitment to 'Giving Great Hair.'

Focus on delivering an unmatched salon experience, guiding your team to treat each customer as the most important client.

Drive repeat business through impeccable service, the cornerstone of client retention.

Educate your team on our product range to enhance client engagement and product recommendations.

Address unforeseen challenges with swift, professional, and gracious solutions, maintaining customer satisfaction.

Investigate and escalate issues when necessary, ensuring adherence to quality standards.

Lead your team towards achieving targets, maintaining motivation under pressure.

Scrutinise bookings for accuracy and ensure timely confirmations by your team.

Manage and update booking systems, ensuring alignment with operational needs.

Oversee accurate pricing for products and services, both in-system and online.

Ensure precise daily cash management, adhering to established cash handling procedures and banking responsibilities.

Handle refunds competently and responsibly.

Lead and motivate the Host team to deliver unparalleled customer service.

Collaborate with stylists, colourists, and managers to optimise customer satisfaction and operational efficiency.

Manage the training, and onboarding of new team members.

Coordinate team schedules and approve leave requests.

Set and monitor team and individual performance goals.

Conduct performance reviews and development planning.

Implement performance management and disciplinary procedures when necessary.

Deputise in the absence of the General Manager, supporting the efficient running of the store.

Build strong relationships with our service partners and concessions to set the pace with the Host team ensuring they are actively upselling services at each opportunity.

As a manager you are responsible for ensure the working environment is compliant with Health and Safety requirements and fostering a culture of safety awareness and proactive risk management among the team.

Assist the General Manager ins administrative related tasks and reporting as required.

**About you**

**Experienced Leader**: Ideally, you've flourished as a Head Host or in an assistant manager role for at least 3 years. Your background includes extensive experience as a receptionist, and you're still enthusiastic about being hands-on in this area.

**Team Management Pro**: You're not just managing a team; you're adept at navigating the nuances of team dynamics. Your competent leadership ensures a harmonious and efficient work environment.

**Customer Service Champion**: With exacting standards, you're always driving for improvement in customer service, setting a high bar for the team to follow. Commercially focused with a sales focus.

**Confident and Considerate**: Your confidence is matched by your consideration for others, making you a respected and supportive team player.

**Problem Solver with a Positive Outlook**: Your can-do attitude is infectious, and your knack for problem-solving keeps the team on track and motivated.

**Exceptional Communicator**: Your impeccable communication skills are evident in every interaction, whether written or ver

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