Job Title: Head Host

Job Title: Head Host
Reports to       General Manager
Location(s)       Berners Street 

At Hershesons, we challenge the status quo and create game-changing spaces, driven by a single guiding mission: to give everyone Great Hair.

Just as we aim to give our customers a great experience, we want to empower our team by creating the best possible working environment, so that they grow their talent and together, we stay ahead of the industry curve. As such, we are proud to be one of the UK’s most successful hair brands.

Job Purpose

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

Customer Service

  • 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.
  • Oversee core activities like phone calls, booking management, and email correspondence, ensuring adherence to Hershesons' standards.
  • 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.

Team Management

  • Lead and motivate the Front of House 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.

Health & safety management & fire safety

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

Finance, reporting

  • Give payroll all the information they need when they need it. Everyone needs to be paid right.

About you

  • Ideally, you will have worked as a Head Host (assistant manager) before, ideally for at least 3-years
  • You will have loads of experience as a receptionist and are still willing to do that as part of your day job.
  • You will be a competent team manager, with experience of managing the intricacies of a team.
  • You will have exacting standards of customer service and always be driving for improvement.
  • You will be a confident and considerate team player.
  • You will have a positive, can-do attitude and b e a keen problem solver.
  • Impeccable communication skills, both written and verbal, and you will have a warm and welcoming style.
  • Ability to build strong working relationships with a demanding and varied group of stakeholders.
  • A great team player
  • Process orientated and driven to achieve continuous improvement.
  • Computer literacy commensurate with the role
  • A thorough, diligent, and pragmatic approach to work with exceptional organisation skills
  • You will have the legal right to work in the UK.

    Applications
    To apply please send your CV to linda@hershesons.com