TH E B USI N ES S F R O N T O F H O U S E
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traditional front-of-house role, such as a receptionist, is reactive – greeting clients and taking telephone bookings. But with 32% of people wanting to book online and 46% of bookings taking place out of hours (see ‘The right tools’ on page 34 of the last issue of salonfocus), that role is changing. ‘Front of house is the starting point of the client journey and a vital business function,’ says Carole Taylor, founder of salon training provider ClientWave. ‘The role has moved to being more proactive, focusing on filling slots, maximising bookings and monitoring rebooking rates.’
A warm welcome
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Ryan Harris, owner of Harris & Fox in Aberdeen, has a full-time salon coordinator in Becca Walker. ‘As we got busier, we realised we needed someone on reception,’ he says. ‘With Covid-19 it’s been important to have Becca to greet people and limit interactions. ‘She has a business support role and helps with marketing ideas and bringing in new clients. It’s definitely made me
WORDS CHRISTINA SALZANO
After a year of virtual bookings and consultations, and with software becoming more integrated into salons and barbershops, what is the future for front of house?
FROM THE FRONT
SALONFOCUS | SUMMER 2021
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