Front Desk Lead/Manager

Responsibilities:

Reception & Guest Management:

• Welcome guests warmly with a professional and friendly demeanor 
• Ensure check-in and check-out flows are smooth, timely, and organized 
• Maintain a clean, calm, and aesthetically pleasing front desk and waiting area 
• Manage waiting times and client flow professionally  

Booking & Scheduling:

• Oversee appointment bookings via salon software, WhatsApp, and phone calls as well as walk-ins
• Confirm appointments, send reminders, and adjust schedules when necessary. 
• Ensure salon calendar efficiency and that ALL the open slots in the calendar are booked.
• Provide clients with information on services, prices, promotions, and available stylists.
• Ensure daily schedule accuracy and minimize gaps or double bookings. 
• Coordinate stylist schedules in line with capacity, skill sets and workload. 

Payment & Cash Management:

• Process payments through POS, transfers, or cash. 
• Issue receipts and record all transactions accurately. 
• Ensure daily balancing of cash, POS receipts, and transfer confirmations.
• Ensure all pending invoices are cleared within 3 working days.  

Front Desk Operations:

• Maintain an organized booking system and updated client database. 
• Coordinate with stylists and technicians to ensure smooth workflow. 
• Support sales of products and upsell services where applicable. 
• Handle customer complaints or direct them to management. 

Administrative Duties:

• Maintain records of bookings, cancellations, and no-shows. 
• Track payment discrepancies and report issues promptly. 
• Ensure the front desk area is clean, professional, and welcoming. 
• Prepare daily report and send to HR at the close of work.  

Communication & Customer Support:

• Respond to client questions promptly and professionally across all platforms. 
• Provide accurate information about services, treatments, products, and policies.
• Escalate complex concerns or feedback to management appropriately. 
• Maintain consistent communication tone aligned with the brand voice. 

Team & Operational Support:

• Work closely with stylists, assistants, and management to maintain efficiency. 
• Communicate client preferences, history, and special requests to stylists. 
• Support stock check-ins for front desk retail and manage product display. 
• Assist in onboarding and training new front desk or reception support staff. 

Client Records & System Management:

• Maintain organized, confidential client profiles and service histories. 
• Track aftercare instructions, progress, and follow-up touch points. 
• Support feedback collection, loyalty tracking, and retention programs. 

Reporting:

• Submit weekly reports covering bookings, cancellations, payment trends, and client feedback trends.
• Recommend improvements to streamline customer experience and reception efficiency.

Requirements:

• Minimum 1–3 years of experience in a front desk, customer service,  hospitality, or salon reception role. 
• Experience with scheduling systems or booking platforms. 
• Strong verbal and written communication skills.
• Professional appearance, punctuality, and reliability. 
• Ability to multitask in a fast-paced environment with emotional intelligence. 

Preferred Attributes:

• Interest in healthy hair, wellness, beauty, or luxury customer service.
• Warm, confident presence and calm under pressure. 
• Highly organized, detail-oriented, and proactive. 
• Able to enforce policy professionally without compromising empathy.

Remuneration: NGN 150,000 - 200,000