Front Of House

The Front of House team member will be the face of BRAU, delivering a seamless and elevated client experience within the salon. This role is responsible for welcoming clients, managing bookings, and ensuring the smooth day to day running of the salon environment.

The position focuses on creating a warm, professional, and efficient front of house experience, supporting both clients and the wider team, and maintaining the high standards of service that define the BRAU brand.

As a Front of House, your responsibilities will include, but are not limited to:

• Welcome customers into Brau and manage their journey as per Brau customer journey.
• Check customers in and out and collect customer payments.
• To perform daily reconciliation of financials.
• Host customers and constantly find ways to surprise and delight them.
• To daily read the appointment schedule and customer profiles and add notes as required.
• To take full responsibility for managing and optimizing the schedule for the studio.
• Managing customer profiles, ensuring they are comprehensive and constantly populating their profiles with customer notes and data.
• Handling customer complaints with empathy and courtesy and rectify accordingly.
• Detail to guests what to expect during their experience and provide them with reading material (menu, styles, images).
• To follow up with guests who are running late for appointments.
• Provide & assist guests to fully complete Consultation forms.
• Describe & give information relating to our services & products using the correct verbiage as per Brau. standards.
• Recommend and educate clients on retail products to best suit their needs.
• To be fully aware of and to where possible take action or expedite all guest comments or concerns.
• Communicate to management any occurrences involving staff or guests that require attention.
• Assist in all areas of operation as requested by management.
• Handle highly confidential, sensitive, and/or critical information, files, records, and reports.
• Support artists in managing their schedule requirements.
• Follow up with customers as required.
• In charge of keeping comprehensive records of all documents and supporting any audits showing correct paperwork and taking note of any issues they raise.
• Working on achieving in-house sales targets
• Upselling treatments in house
• Upselling retail and packages in-house
• Perform client consultations
  
  

• Previous experience in a front of house, reception, hospitality, or customer service role is essential.
• Excellent verbal communication skills and a polite, professional manner.
• Strong organizational skills with the ability to prioritize tasks and work under pressure in a fast paced environment.
• Proficiency with basic office software (email, calendars, and Microsoft Office or Google Workspace) and comfortable learning bespoke booking or CRM systems.
• Basic numeracy and experience handling cash or point of sale systems is desirable.
• Reliable, punctual, and presentable with a customer first attitude and attention to detail.
• Willingness to work flexible hours, including occasional early mornings, evenings, or weekends depending on operational needs.