Sample Handbook for Salons and Spas

It is important to note that the following contents are presented as a matter of information and a guideline for you to implement in your salon or spa. You may elect to change or modify any of the suggestions to fit the individual needs of your salon or spa. We hope that this handbook guideline can be of benefit to you and your employees.

Our Salon/Spa Philosophy
Professionalism
Guidelines to Professionalism
Communication
Communication with Clients
General Communication Skills
Client/Service Provider Communication
Communicating with Different Client Personalities
Dealing with the Problem Client
Scheduling Appointments
Scheduling Appointments over the Phone
Information Needed in Appointment Book
Client Consultation
Pricing
Refunds and Credits
Retail Philosophy
Retail Policy
Retailing can be Fun!
Job Description
The Manager

Artistic Designer Level

Guidelines and Responsibilities

Senior Master Designer Level

Guidelines and Responsibilities

Master Designer Level

Guidelines and Responsibilities

Assistant Training

Service Duties
Cleaning Duties

Compensation and Benefits

1. Assistant
2. Service Providers
3. Receptionist
4. Manager

Major Medical Coverage

1. Coverage
2. Eligibility
3. Start of Insurance
4. Payment

Sick Day Policy
Vacation
Holidays
Education
Employee Discount
Salon/Spa Social Events
General Policies and Procedures

Work Schedule

Work Attendance
Staff Meetings
Your Appearance
Personal Telephone Calls
Health and Safety

Our Salon/Spa Philosophy

Welcome to "name" salon/spa!

We are very pleased that you have joined our team.

This employee handbook outlines our salon/spa policies, rules and regulations, educational guidelines, and everyday salon/spa procedures so that you can better understand what is expected of you on the job.

In our salon/spa, we derive success from teamwork. Individual and unit growth are stimulated by the idea that many contributory minds working together can accomplish much more than an individual working alone.

Success comes through education. As techniques change, as products improve, as new services are introduced, we will be prepared through education to satisfy the new demands of our clients, thus ensuring our successful position in the future.

Success comes through change. We welcome it. Change is stimulating. Stimulated people achieve more, and achievers are successful.

Our philosophy is geared toward future growth and security through teamwork, education, fulfillment and change, we are assured that we will continue to thrive as individuals and as a business.

From time to time, there will be roadblocks (this is part of the growing process). However, as long as you persevere, keep an open mind and have a positive mental attitude, you will succeed!

Professionalism

Code of Professionalism

As a salon professional, you are a caring, open-minded individual. You are well educated in your field and have the ability to utilize all of your knowledge to benefit your clients.

As a salon professional, you are able to put your own ego aside in order to better contribute to the Salon Team.

As a salon professional, you have developed your listening talents and are able to communicate with your clients and teammates without intimidating them.

Professionalism is an intangible concept. It is a balanced combination of education, honesty, talent and common sense.

Pulling it all together in the salon/spa is not an easy task, but through cooperation, teamwork, and a few guidelines, we can be successful.

Guidelines to Professionalism

1. Listening to your client - the most difficult skill to learn, but the most valuable once mastered.

2. Service to the best of your ability all of your client’s needs. Never deny him/her the proper amount of service time.

3. A consultation with every client prior to shampooing is the most professional way to establish good communication and avoid employee errors. Always quote prices for a new service on either a new or a regular client. Sell the service first, then the price will not be paramount.

4. Teamwork and cooperation between service providers will make everyone’s day go better. Help your teammates whenever possible, no matter what their level within the salon/spa. Each individual member of the team serves an integral part in the success of the salon/spa.

5. Avoid gossip between clients and/or co-workers.

6. Support the expertise of your teammates.

7. Personal conversation between working employees will make a client feel superfluous (unwanted).

8. Use proper grammar at all times.

Communication

Communication within the spa/salon

Through effective communication, a group of individuals with a common goal will come together to form a strong team and work as one unit to the benefit of all.

Communication decreases misunderstandings between team members and increases cooperation on a day-to-day basis within the salon/spa.

Communication aids in educational growth through information exchanged during workshops and staff meetings, as well as one-to-one discussions between employees about daily work with clients.

Communication with Clients

 Effective communication with a client will greatly reduce stress for the service provider. When you acquire a thorough comprehension of client’s needs, mistakes and misunderstandings are eliminated. The service provider can proceed with servicing the client, knowing that he/she and the client have a mutual understanding of the desired results.

Good communication with a client is one of the most effective tools to building a clientele. It promotes a trusted and relaxed atmosphere for a skeptical or unsure client. A client who is pleased with the service rendered and who feels comfortable and secure with the salon/spa staff will promote the salon/spa through word-of-the-mouth much more readily than a client who is serviced well, but in a brash and hurried manner.

Communication skills are easily learned but sometimes difficult to put into practice. They will be constantly stressed throughout our training programs - sometimes more so than the service skills themselves, because without communication skills, even the most talented service provider will be ineffective and not survive in this industry.

General Communication Skills

Communication skills determine how well you interact with people in general - including your clients and co-workers. You can develop more effective communication skills by practicing the techniques of maintaining eye contact, listening, leading, giving feedback, and proper questioning.

1. MAINTAINING EYE CONTACT: The most important part of effective communication is maintaining eye contact. Look into the other person’s eyes while speaking or listening... It shows that your are interested and paying attention.

2. LISTENING: To avoid misunderstandings, give the other person a chance to put their point across without interruptions. People tend to stop communicating when they don’t have a chance to finish thoughts they originally wanted to share with you.

3. LEADING: Make comments and ask questions that encourage the other person to continue communicating in the direction you want.

4. GIVE FEEDBACK: Help the other person understand your position throughout the conversation by responding to statements made. Feedback enables the other person to clarify any misunderstandings and encourages him/her to continue communicating.

5. QUESTIONS:

A. Closed Questions - Require very brief answers (yes, no, name, number etc.) and usually begin with: Do you, who, when, where, how many, how often, etc. Ask closed questions when you want to receive minimum, specific information. Closed questions enable a questioner to lead the conversation.

Example: "Do you live in the country or in the city?"

B. Open Questions: Require lengthy, descriptive answers and often begin with: How, why, and what. Ask open questions when you want to receive maximum, detailed information. Open questions enable the speaker to lead the conversation.

Example: "How did you choose your profession?"

Client/Service Provider Communication

Effective communication between client and service provider is essential to ensure client satisfaction. Even the most talented service provider may encounter dissatisfied clients due to misunderstandings that resulted from a lack of or ineffective communication.

As a professional, you can increase your understanding of client needs and greatly reduce the risk of client dissatisfaction by following the steps below:

1. Determine client needs or "The Discovery Steps"

The first step toward client satisfaction is understanding your client’s expectations. Always encourage your client to express his or her wants and needs. This is also a good opportunity to gather information about the client’s life-style.

2. Listen

Give your full attention to what your client is saying. Careful listening is important to avoid misunderstandings.

3. Questions

Ask closed questions to receive specific information about your client’s needs and pinpoint any problem areas.

4. Repeat Needs

                Confirm your client’s needs or problems by repeating them.

5. Fulfill Needs

Provide the service and/or professional retail recommendation that will fulfill your client’s needs.

Communicating with Different Client Personalities

Different clients need different kinds of guidance and attention.

Although each client should be treated as an individual, it takes a long time to develop an understanding of each client’s needs. Until you get to know a client well, the following guide may help you to recognize his/her basic personality type so that you can provide the kind of attention he/she may need.

Personality Type: Happy-Go-Lucky, very positive

Attention Needs: Tends to be daring, attitude, self-confident, Looks for challenges.

Personality Type: Very negative or insecure. General appearance is very important.

Attention Needs: Tends to stick with one style for a long time. Will change in a trust situation.

Personality Type: Timid or introvert. Needs a lot of inspiration.

Attention Needs: Appearance important. Needs motivation.

Personality Type: Determined and self-confident. Usually very successful, may be a most loyal client.

Attention Needs: Will tell stylist what they want and how they want it.

Dealing with the Problem Client

When dealing with a problem client, it is important for you as a professional, to remember that the salon/spa’s image can be damaged more by one dissatisfied client than it can be improved by ten satisfied clients! Please make every attempt to satisfy your client’s needs and correct any problem before they leave the salon/spa.

If there is a personality clash between you and your client, try the "kill them with kindness" approach. When you love your enemies, they will find it hard to fight back.

If you still have problems satisfying your client, you may suggest that another service provider might be better able to fulfill the client’s needs. No service provider can be a specialist in every type of service. Perhaps a teammate would do a better job with a certain type of service.

If the client remains unhappy, despite your attempts to satisfy them, please ask the Salon/Spa Manager to assist you in resolving the problem.

Scheduling Appointments

We have qualified personnel to take care of scheduling appointments, but in the event you are required to make an appointment, please remember that the impression you make when scheduling an appointment can determine whether or not the client will want to visit our salon/spa. New appointments are essential to keep our business thriving! Never let the client feel that you are too busy to be bothered with scheduling an appointment. Instead, make the client feel that we are pleased to have their business. Always conduct yourself in a pleasant and professional way.

Scheduling Appointments over the Phone

1. Remember that the client cannot see you. This makes it even more important that you sound pleasant. Smile with your voice!

2. Answer the phone professionally - "Good Morning, etc....name of salon, your name, and may I help you".

3. Ask client’s name first, (may I ask who’s calling) then address the caller by their name as you schedule an appointment.

4. Get all pertinent information by asking closed questions. Do not attempt to conduct a consultation over the phone.

5. Always repeat scheduled appointment time, day, date and service provider's name.

6. Allow client to hang up first.

7. User proper grammar at all times.

Do say things like                             Do not say

"Would you hold for a minute"             "Hang on"

"Yes"                                                   "Yeah"

"May I help you?"                                 "Can I help you"

Information needed in Appointment Book

1. Client’s complete name
2. Day time phone number
3. Service scheduled
4. Request, Transfer, New Client, Walk-In

Each service provider has basic scheduling times for each service. These times are automatically booked by the computer when you select the service provider's name. When a new client is being booked, allow 15 minutes extra for a consultation. This time is very important for the service provider to have proper communication with the new client.

In the event a prospective client calls in to "price shop", try not to tell them the price right away. Instead ask them how they heard about our salon. An open question will start them talking about their needs. Once you know their problem, you can direct them to the best service provider for a free consultation. Price shoppers are an opportunity to "sell" our salon. They cannot see the value of our salon until they are here. Usually, once you have the person through the door and in the chair, they are yours!

Client Consultation

The client consultation is the greatest opportunity for you to determine precisely what your client needs. Take advantage of this time to learn as much as you can about your client’s hair, skin, and nail needs, as well as their style, preferences and general life-style. The steps listed below are a guide to conducting a thorough client consultation.

1. Read the client’s file before a consultation whenever possible.
2. Greet and seat client in styling chair for a consultation. Don’t forget a firm handshake and eye contact.
3. Look at general body shape and height of client. Notice how the client has combed their hair. Generally, it is combed in a direction that is most comfortable for the client.
4. Ask questions, such as: "Is there a particular style that you had in mind?" (Pictures are often helpful) "What is your daily styling routine?" and "How much time do you spend on your hair, etc. each day?"
5. Brush hair away from the face. Notice facial shape and growth patterns. Listen to client’s likes and dislikes about their present style. Make sure you and the client are speaking the same language. What is short hair to your client might be medium length to you, etc.
6. Brush hair into desired shape to see if client is happy with the style. Do not make final decision on new style until after shampooing!
7. Shampoo and condition hair. Explain to the client the products used and the reason for using them on his/her hair. While shampooing, check for condition, thickness, texture, head shape and chemicals used on hair.
8. While combing the hair look for growth patterns, notice movement. Ask questions, such as: "How often do you like to have your hair cut?. Ask about chemical services. What they had in the past and if they were happy with the results.
9. Confirm desired style and proceed with cut or chemical services.
10. During finishing, teach your client how to maintain the new style. Include styling techniques and proper products to be used at home.
11. To close the sale, take the client to the retail area and place the products in the client’s hands. Again tell the client why you recommend these products for their needs. Remember, we are problem solvers, not just salespeople.

Pricing

Our salon pricing policy is structured "A La Carte’. The is allows for separate pricing for each service provider’s level in the salon, and separate pricing of services for each department of the salon.

Pricing is determined for each service according to the cost of the supplies used and the time involved to complete the services.

All prices are readily available in the reception area of our salon.

No service provider may charge less then the listed price without management approval.

Any employee may do family members in the salon as long as it is on your time or in a slow period of the week. Please check with the management to okay times. A family member can be ‘bumped’ if a client wishes to come in at the same time.

A chemical product charge will be applied to all family members for their services. The charge must cover the price of the product for a perm, color, hilite, nail, tips, facials, etc. (must be paid before the end of the day). All other work is on the house. If a family member wants a service not provided by you, they may pay the service provider’s commission only, this is the same as the trade policy.

Trades are a great way to acquire things at a discount. We are open to you trading, but if you negotiate with a person to trade services, your percentage of that service must be paid to the salon. For example: you trade a hair cut that would normally cost $30, at a 50% service agreement, you would pay to the salon $15 (commission will not be paid for trade services). If you have any questions, please ask management.

Refunds and Credits

If a client remains dissatisfied with the service provided despite your efforts to please them, management will determine whether the client should receive a refund, a credit, or corrective service. Services may not be performed free of charge without permission from management.

To prevent damage to client’s clothing or jewelry, it is the service provider’s responsibility to see that the client removes jewelry and change in to a robe before any chemical service is performed.

Retail Philosophy

As a salon/spa professional, it is important to note the following relationships that exist between today’s salon/spa clients and professional retailing.

1. Today clients not only expect, but demand total service within the salon/spa.
2. Because many clients visit the salon/spa only once every five to seven weeks, home maintenance programs are more important than ever before.
3. As their awareness of products and ingredients increases, clients want to know more about professional products and what formula is best for their particular needs.
4. Each client is entitled to quality products and your professional recommendation to help maintain his or her hair and skin at home.
5. As technology improves and new products become available, you as the salon/spa professional must be open to change and continually update your knowledge of salon retail product lines.

By keeping the following points in mind, you can complete the total service relationship desired by your clients, and fulfill their expectations of the salon professional in the new century.

Retail Policy

It is our policy to retail products through professional recommendation based on client analyses and product knowledge - not to sell products for the sake of selling. Remember that selling retail to our clients is always based on need, not on sales quotas. If you, as the salon/spa professional, have done your job in servicing and consulting with the client, there is no need for high pressure sales tactics to complete a sale.

It is your responsibility to recommend the proper products for each client and to teach him or her how to use the products at home to maintain optimum condition of hair, skin, etc. between salon/spa visits.

It is also your responsibility to prepare yourself to retail products by increasing your knowledge of the professional products we carry. Education is the key to building your confidence in retailing so that you feel comfortable in recommending products on a daily basis. Read as much as you can about each product, its features and its benefits. The salon/spa will support you in this endeavor by offering new product knowledge classes in conjunction with our regular training classes.

Always remember that retail recommendation is an important part of completely servicing our clients’ needs. As you learn to service these needs, you also guarantee your professional growth.

You should attend our product knowledge classes and become familiar with all our high quality professional products. After the service provider recommends products for a client and records recommendations in the client file, you will follow through by closing the sale if necessary.

Retailing Can Be Fun!

If you remember that retailing is simply an extension of totally servicing your client, and you believe in the professional products we use in the salon/spa, you will discover that retailing can be a rewarding experience! To help you learn to retail successfully, please note the following important points.

1. Get your client’s complete attention. A retail sale cannot begin unless your client is seriously listening to you.
2. Maintain eye contact. Eye contact is the best way to hold your client’s attention. But don’t over do it! Staring or standing too close to your client will make them feel uneasy.
3. Listen. You can learn a lot about your client’s retail needs if you really listen to what they say during your consultation and service time.
4. Know your product. Product knowledge is essential for proper recommendation. Remember that today’s client knows more about products than ever before.
5. Be professional. Conduct yourself as a pro! Thorough knowledge of the salon/spa’s retail lines will help you do this with ease.
6. Give your client a reason to buy. Explain the product’s features and benefits, such as: "Since you use a blow dryer and curling iron, this conditioner would be great for your hair because it protects against damage from thermal styling aids."
7. Allow your client to examine the product. After you have thoroughly explained the features and benefits, let your client feel, smell and hold the product.
8. Answer questions and uncertainties. Remove all doubt before you close the retail sale by responding positively to negative comments, such as: Client: "I’d never pay that much for a bottle of shampoo".
Service provider: "The price per bottle may be higher than you are used to paying, but because it is highly concentrated, you will actually be getting more for you money."
9. Maintain a positive attitude. Don’t accept rejection as something personally directed toward you. Try again!
10. Close the sale. You must always remember to ask for the sale. Timing is important, do not continue to sell the product after the client has indicated readiness to buy.

Job Description

Responsibilities of the employer: The salon/spa.

As your employer, it is the salon/spa’s responsibility to provide a pleasant, efficient environment wherein each employee may work in an atmosphere of professionalism.

The salon/spa will provide education in all service areas as well as in communication, retailing and product knowledge. The salon/spa will provide an adequate supply of professional products for retail and salon/spa use.

To ensure continued success of the business, the salon/spa will provide advertising media and our direct mail newsletters and postcards, when deemed necessary by salon/spa management.

It is the responsibility of the salon/spa to stimulate the growth of its employees through one-to-one performance reviews and group discussions at staff meetings.

It is the responsibility of the salon/spa to bring positive change to the business and to be a catalyst to set future directions of the salon/spa.

The salon/spa will abide by and uphold your salon/spa handbook and all policies.

The Manager

As the salon/spa manager, it is your responsibility to promote professionalism within the salon/spa and to maintain open lines of communication between management and employees.

It is also your responsibility as the manager to keep the salon/spa operating with maximum organization and efficiency.

Guidelines and Responsibilities:

1. Handle personnel problems as they arise in the salon/spa (in accordance with the code of professionalism and the guidelines to professionalism in the manual.
2. Handle client problems and complaints as professionally as possible or refer to management committee for discussion.
3. Evaluate employees at semi-annual performance reviews.
4. Aid in training of new employees.
5. Aid in all in-salon promotions and advertising as scheduled.
6. Inventory and cost all supplies monthly.
7. Maintain adequate amount of service supplies.
8. Interview prospective employees and consult with management committee about hiring.
9. Attend management meetings.
10. Help all service providers to build clientele.
11. Complete daily, weekly and monthly reports.
12. Complete end-of-day bookkeeping in absence of coordinator.
13. Support the policies and procedures manual.

Coordinator/Receptionist

As the salon/spa coordinator, you are probably the most indispensable person in the salon/spa. You have the first and last contact with each client, and your impression is a lasting one.

You know the particular strengths and weaknesses of each service provider in the salon/spa and you schedule appointments accordingly. You are trained to handle the client as if the client were the most important person around. You are also in a prime position to receive client feedback.

As traffic control manager, you are responsible for advising service providers of their time schedules and helping clients in any way.

Service Duties:

1. Schedule appointments
2. Print service provider’s worksheets each night for the next day.
3. Enter client service information into computer at the end of each day.
4. Call clients to confirm appointments.
5. Direct non-busy personnel in cleaning or stocking duties when needed.
6. Call clients if a service provider is running late in their schedule by 30 minutes.
7. Have new clients fill out general client file and put address in computer.
8. Maintain traffic control in the salon/spa.

You should attend our product knowledge classes and become familiar with all our high quality professional products. After the service provider recommends products for a client and records recommendations in the client file, you will follow through by closing the sale if necessary.

Retail Duties:

1. Start retail sales if opportunity arises.
2. Close retail sales according to service provider’s recommendations.
3. Complete daily and weekly inventory reports.
4. Keep retail area clean and stocked at all times.
5. Learn product knowledge for all products.

Bookkeeping Duties:

1. Complete close out procedures according to the computer.
2. Transmit charge cards at the end of shift.
3. Maintain adequate cash in drawer.
4. Help manager keep supplies in stock.
5. Assist manager at staff meetings, or conduct meetings when manager is on vacation.

General Responsibilities:

1. Support this salon/spa handbook.

Artistic Designer Level

As an artistic designer you are given the opportunity to grow in new directions. You will become a teacher and director in your department and be the first to learn and experiment with new ideas.

It is your responsibility to help the other service providers grow. As a specialist in your area, you will be expected to maintain the salon/spa’s high standards of quality service.

Guidelines and Responsibilities

1. Support teamwork within the salon/spa.
2. Teach workshops for service providers.
3. Maintain the professional image of the salon/spa.
4. Direct promotions for the salon/spa, such as programs for fashion shows and women’s clubs.
5. Service clients to the best of your ability.
6. Aid service providers as needed in daily work.
7. Test and research new products.
8. Learn and teach new product knowledge.
9. Support this salon/spa handbook.

Senior Master Designer Level

Welcome to the position of senior master designer. Along with your new title, you will receive a new set of freedoms and a new set of responsibilities. The following list should explain your position more clearly.

Guidelines and Responsibilities

1. Service clients to the very best of your ability.
2. Aid in training of assistants and service providers in your area of specialization.
3. Maintain the professional image of the salon/spa and serve as an example for assistants and service providers.
4. Aid in promotions for salon/spa, such as programs for fashion shows, women’s clubs, etc.
5. Promote professional retail in salon/spa.
6. Support teamwork within the salon - Don’t forget what it was like to be an assistant or master designer.
7. Complete client files and return to receptionist when finished with client service.
8. Maintain a clean work area and cheerfully help with end-of-day duties in the salon/spa.
9. Help other service providers whenever possible - advocate teamwork.
10. Attend advanced training classes as scheduled by management.
11. Support this salon/spa handbook.

Master Designer Level

Your position as a master designer gives you the opportunity to start servicing clients on a full time basis. You will be scheduled with plenty of time to consult with your client and complete the service desired. Help is always available if you are in need.

Guidelines and Responsibilities

1. Maintain the professional image of the salon/spa.
    A. Servicing clients to the best of your ability.
    B. Reflect current fashion trends in your hairstyle, makeup, and clothing.
    C. Support teamwork in the salon/spa.

2. Attend training classes as scheduled.
3. Maintain clean working area and aid in end-of-the day cleaning.
4. Provide your own equipment - shears, dryer, irons, etc.
5. Work hours according to schedule.
6. Participate in promotional programs to build clientele.
7. Promote professional retail in the salon/spa.
8. Assist Artistic Designers and Senior Master Designers as needed.
9. Support this salon/spa handbook.

Assistant Training

During the first six weeks, each new employee will receive on-the-job training in various areas within the salon/spa. The following is a check list to be used to make sure that we cover everything with you.

Service Duties

Although many of these items will be covered at scheduled classes, it is necessary to also learn the following on a daily basis:

1. Shampooing
2. Color application
3. Basic product knowledge
4. Application of permanent wave solution
5. Rinsing and blotting permanent waves
6. Neutralizing and rinsing permanent waves
7. Mixing of color (not formulating)
8. Proper use of conditioners

Cleaning Duties

The following cleaning duties are to be performed daily:

1. Proper maintenance of salon equipment
2. Cleaning and sterilizing of tools
3. Laundry
4. Making coffee and cleaning coffee maker
5. Daily clean-up duties

Compensation and Benefits

1. Assistant

Hourly wages are paid every two weeks for the first ninety days of probationary employment. At the end of the probationary period, a performance review will be held and a change of status will be evaluated.

2. Service Providers

These position are on an hourly/commission basis. A retail commission of 10 percent is part of the compensation policy.

3. Receptionist

This position is based on hourly wage.

4. Manager

This position will be either hourly wage or salary.

Major Medical Coverage

1. Coverage

All full time employees 

Requirement: A minimum of 130 hours worked per month.

Spouses, dependents and family members are not included (employee) may have the premium difference deducted from their paycheck for this coverage).

Part time employees are not covered until they meet full time requirements.

1. Eligibility

All full time employees who have completed 3 months continuous employment from date of hire.

3. Start of Insurance

Coverage starts on the 1st day of the fourth month provided three complete calendar months of continuous employment have occurred. If three complete months have not been completed by the 1st day of the fourth month, then coverage will start on the 1st day of the following month.

4. Payment

Your salon pays 100% of the premium due each month for all full time employees (salon does not pay for premium of family members or dependents, see #1).

Sick Day Policy

Your salon does not pay sick days at this time.

Vacation

Your salon will pay for one week’s vacation (five working days) after one year of continuous employment. Add one day for each additional year of continuous employment.

Vacation days are accrued from the date of hire for a fiscal calendar year.

Vacation pay is calculated on a daily average basis for the total days worked in the preceding calendar year ending on December 31st.

Vacation days may not be accrued from year-to-year and must be used before the end of each fiscal year once an employee becomes eligible. Vacation days not taken by the end of the prescribed use time will be forfeited. Pay will not be substituted in lieu of vacation days not taken.

Vacations may not be taken during the busiest months of the year, (November, December). Choice of vacation time will be on a first come first serve basis. The vacation schedule is in the staff room. Management must have at least 45 days notice to schedule vacation times.

Holidays

    Your salon will observe the following holidays by closing for the time specified. The holidays will be unpaid at this time.

New Year’s Day
Christmas Day
Christmas Eve (1/2 day)
July 4th
Thanksgiving Day
Memorial Day
Labor Day

Education

In-salon

In-salon workshops are provided by the salon/spa at no cost to you. Participation in these workshops will sometimes be mandatory. Dates and times will be given to you well in advance of class times.

Employee Discount

You are entitled to a 30% discount on any retail supplies purchased in the salon/spa. Discounts will not be given on items which are already discounted, (commission will not be paid on employee discount sales).

If you order any special tools or products, the order must be in your own name and be C.O.D. The check must be left with the salon coordinator prior to the product’s arrival. Any tools or products purchased under this salon’s name will be levied a 10% handling charge. (This covers the cost of shipping and taxes normally paid by the salon).

Family discounts and trades are discussed in the ‘pricing’ section of this handbook.

Salon/Spa Social Events

The salon/spa will host a Christmas Party each year. The time and place will be announced well in advance of the event. Each member of the team will be encouraged to bring a guest.

General Policies and Procedures

Work Schedule

The salon hours are as follows:

Monday Closed
Tuesday 9:00 - 7:00
Wednesday 9:00 - 9:00
Thursday 9:00 - 9:00
Friday 9:00 - 7:00
Saturday 9:00 - 4:00
Sunday Closed

Each employee should take a 1/2 hour lunch break. We understand that sometimes it is not possible because of added service etc., but please try.

Please clock in and out on the computer and your hours will be recorded.

Work Attendance

1. Whenever you are unable to report to work, please contact us.
2. Please schedule doctors appointments on your off days.
3. It is a courtesy to call management if you are going to be late for work. Please don’t be tardy, clients do not like to wait. It is a good policy to be in the salon/spa 10 minutes prior to your first appointment.
4. Please tell the manager or coordinator if you are leaving the salon/spa, even for a quick run to the ice cream store.

Staff Meetings

Staff meetings are held every other Friday morning from 9:00 to 10:00 a.m. All staff is required to attend. You are on the time clock for these meetings, so remember to clock in.

Our meetings provide an opportunity for all staff members to communicate with each other and with management. Meetings include discussions of:

• New product knowledge
• In-salon classes
• Future advertising promotions
• Personal or client problems in relation to staff moral
• Any revisions in the handbook or policies
• Plans for advanced education and trade shows

All members of the team are urged to participate in group discussions. New ideas are always welcome!

Your Appearance

Since we strive for professionalism in all areas of our working environment, it is important that we also portray that image in our own appearance.

1. Please do not wear tank tops or thongs
2. Your hair should be well maintained and fashionable
3. Your clothing should reflect current fashion trends. If in doubt, check with a team member.
4. You are expected to wear makeup as benefits your look.
5. Please have hair and makeup done before you clock in.

Personal Telephone Calls

Please limit your personal calls to extremely important and emergency calls only.

Please do not leave a client to take a phone call, someone in the salon/spa will take a message for you. It is vital to make the client feel like they are the most important person in the world to you!

Smoking is not permitted anywhere in the salon/spa. There are no exceptions.

Health and Safety

Learn where the fire extinguisher is located. If you do not know how to operate it, please ask management to review its usage.

Emergency number is 911.

In case of injury to a staff member or a client, notify the manager at once.

All curling irons and heat equipment should be turned off at the end of each day.

Animals are not allowed in the salon/spa. Guide dogs are an exception.

We welcome you to your salon/spa team and we look forward to a long and profitable association.

Download Handbook (Microsoft Word Format)