Professional Documents
Culture Documents
Hair & Spa Sop Normal
Hair & Spa Sop Normal
DEPARTMENT HIERARCHY
Director ->
Manager ->
2
Standard Operating Procedure
Date:12-feb-2021
Task Procedure
Service Timings Open on 7 days a week
Recommended business hours are 6 am - 10 pm. Opening hours of the staff will be 15 minutes
before the working hours so that suitable cleaning operation may be undertaken.
Employee wearing a complete uniform and well presented.
Staff to be ready in their uniform while attending the Natures Elite.
Staff is to complete the task on hand, including the service being done for any particular.
Customer, to the satisfaction of the customer, before leaving the work place.
3
Standard Operating Procedure
Date:12-feb-2021
Task Procedure
Appointment booking
Appointment can be booked by: Phone, or online.
The hostess should make the bookings, and provide information of the services rendered at the
spa.
The greeting given to the hostess should be: "Thank you for calling Natures Elite
• “(wait for customer response) then says how I may help you. The greeting is to be at a leisurely
peace and must not be rushed through.
Information on treatments rates, timing available conveniently by receptionist.
Note the name and number of the caller.
Check if the customer has being to the spa before.
Note the services he/she would like to have.
Check time preference.
Was the guest greeted in a warm and friendly maintain an utmost degree of courtesy and
politeness while dealing with guest.
Customer Entry Did the Employee offered a service broacher may if applicable?
When the customer enters the spa every staff Should direct their attention. Which includes the
hostess also, and any other staff sitting in the reception. And enter their name at the guest
attendance register when he/she opts for any services from the Natures Elite.
4
Standard Operating Procedure
Date:12-feb-2021
Task Procedure
Appropriate music.
Relaxation music should be on during the operation timings.
Greeting by Hostess Was there a designated receptionist upon arrival?
Hostess on duty to receive and greet every guest first. If the hostess is busy on phone she must
excuse herself for a second acknowledge the presence of the new customer and tell that she will
attend as soon as the call is over. If there is another staff member in the reception area when the
new customer walks in and the hostess is not at the seat, it is the duty of the staff member to wish
the customer.
Ambience of reception is reflective of the facility. Banners and tent cards to be placed?
Employee speaks clear and understandable English. All staff should speak in English in Guest
areas.
Was the guest offered a facility orientation? Clear Explanation about the services rendered at the
spa.
Greetings must be accompanied with smile. Greeting must be offered at physical proximity to the
customer by walking up to the customer and standing at a comfortable distance.
5
Standard Operating Procedure
Date:12-feb-2021
Hospitality and business building In this business where a customer is in close proximity of the staff for a long stretch of time being
hospitable and friendly will go a long way
In building lasting relationship that will benefit the business in the long run?
Task Procedure
Billing and Cash Handling The nature elite are expected to handle both cash and credit card payment options. It is advisable
not to provide credit to the customers.
All accessories required to receive a credit card payment to be kept handy and updated at all times.
Post billing procedures. The hostess should ideally be the person to raise the bill on receiving the job take from the beauty
parlor and the therapy centre for the service and should mention the amount verbally to the customer
while handing over the bill.
All payment received by thanking the customer and change given by remaining him/her to check the
same.
Staff thanks the guest for the visit and remarks will be pleasure to see you again.
To check with the customer if he/she would like to give next appointment now at the time to
departure from the nature elite.
6
Standard Operating Procedure
Date:12-feb-2021
Task Procedure
Send off the customer with a cheerful "HOPE TO SEE YOU AGAIN SOON".
Complaint Handling Customer complaint to be personally handled by the Manager. And the same to be discussed with
General Manager.
7
Standard Operating Procedure
Date:12-feb-2021
1. Hair care This job description describes the Provide hair treatment advice Client received and greeted in
consultation skills, knowledge and attitude accordance with reception duty
requirements in hair care requirements.
consultation. Its work is to give Client’s hair and scalp requirements
proper and adequate advice on the determined in advising client’s hair
care and treatment of their hair. treatment.
Hair and scalp analysis
The person who is performer in hair requirements.
care consultation shall be able to Hair and scalp maintenance product &
provide hair treatment advice, care services recommended in selected hair
advice and hair products advice. treatment service.
Tools, equipment and materials prepared
The outcome of this competency is to in accordance with client’s treatment
enable client’s hair care consultation advice procedures.
to be a valuable contributing factor in Consultation hair treatment advice to
the maintenance of quality hair, looks clients prepared and recorded in
and condition in compliance with accordance with salon administration
hairdressing standard practice. procedures.
Hair treatment advice activities.
Arranged in accordance with hair care
service consultation procedures.
8
Standard Operating Procedure
Date:12-feb-2021
9
Standard Operating Procedure
Date:12-feb-2021
2. Hair Shampooing. This job description describes the Identify client’s hair shampooing Client received and greeted in accordance
skills, knowledge and attitude needs. with reception duty requirements.
requirements in hair shampooing. Its Client’s treatment objective determined in
work to maintain hair cleanliness, accordance with hair shampooing plan.
condition and relaxation of clients. Client’s profile determined in before hair
shampooing selection.
The person who is performer in hair Shampooing products & procedures
shampooing shall be able to identify determined in relation to hair
client’s hair shampooing needs, shampooing resources.
analyze hair and scalp condition,
prepare shampooing and
conditioning requirements, carry out
hair shampooing, hair conditioning
and hair drying.
Analyze hair and scalp condition. Hair and scalp condition determined in
The outcome of this competency is to selecting method of hair shampooing and
enable hair shampooing to be a types of product.
valuable factor in appearance Hair shampoo/conditioning procedure
grooming in compliance with the confirmed.
hairdressing standard practice. Shampooing/conditioning products
suitability confirmed in accordance to
types of hair.
10
Standard Operating Procedure
Date:12-feb-2021
11
Standard Operating Procedure
Date:12-feb-2021
3. Hair styling This job description describes the Identify client’s need. Client received and greeted in accordance
skills, knowledge and attitude with reception duty requirements.
requirements in hair styling. Its work Clients needs and hair design determined
to produce desired hair style. in accordance with hair natural drying
plan.
The person who is performer in hair Hair natural drying tools, equipment and
styling shall be able to identify materials prepared in accordance with
customer needs, dry hair naturally, hair natural drying roles.
blow dry hair straight and with curl & Hair damage minimized.
wave, braid and carry out hair up Hair care procedure maintained.
style Client’s hair drying prepared following hair
drying procedure.
The outcome of this competency is to Blow dry technique applied.
enable client’s hair styling to be the
finished look in compliance with the
hair dressing standard of practice
12
Standard Operating Procedure
Date:12-feb-2021
Analyze client’s hair & scalp Client’s needs and finger drying
condition. determined in accordance with hair finger
drying plan.
Finger drying tools, equipment and
materials prepared in accordance with
hair finger drying roles.
Clients finger drying prepared following
procedure.
Finger drying technique applied.
Twist hair in spirals.
13
Standard Operating Procedure
Date:12-feb-2021
14
Standard Operating Procedure
Date:12-feb-2021
15
Standard Operating Procedure
Date:12-feb-2021
5. Hair salon This job description describes the Maintain salon inventory. Salon treatment material confirmed.
maintenance skills, knowledge and attitude Salon inventory quantity checked in
requirements in hair salon accordance with salon centre SOP.
maintenance. Its work to maintain Salon inventory conformity reviewed in
hair salon cleanliness, workplace accordance with salon centre SOP.
safety, proper waste disposal and
equipment serviced. Hair services tools and equipment
confirmed in accordance with salon centre
The person who is performer in hair SOP.
salon maintenance shall be able to Maintain hair service equipment. Hair services equipment functionality
maintain salon inventory, maintain checked in accordance with salon centre
hair service equipment, maintain SOP.
salon safety and hygiene and Hair services equipment serviced in
maintain salon housekeeping. determining functionality of devices.
The outcome of this competency is to First aid maintained in accordance
enable application of hair salon with OSHA requirements.
maintenance for successful hair
Fire extinguisher validity confirmed in
dressing operations value in
accordance with OSHA requirements.
compliance with the cosmetology Maintain salon safety and
Equipment safety compliance checked in
industry code of practice hygiene.
accordance with OSHA requirements.
Waste product and materials disposal
procedures followed in accordance with
3R waste managing procedures.
Maintain salon housekeeping.
Workplace cleanliness up kept Tools and
equipment sterilized in accordance with
salon centre safety & hygiene policy.
16
Standard Operating Procedure
Date:12-feb-2021
6. Hair salon product This job description describes the Scrutinize clients’ post-hair Types of post-hair service needs
retailing skills, knowledge and attitude service needs. determined in accordance with client’s
requirements in hair salon product personal service treatment.
retailing. It is to promotes product Retail strategy determined in accordance
retailing and contribute to the overall with client post- hair service needs.
salon business volume. Client’s buying behavior determined in
determining retailing project roles.
The person who is performer in hair
salon product retailing shall be able
to scrutinize clients’ post-hair service
needs, access product materials and
carry out salon product retailing. Access client’s required Product’s user benefit obtained in
products. accordance with client’s post-hair service
The outcome of this competency is to needs required products determined in
provide hair salon product retailing accordance with client’s post-hair service
for appearance grooming value needs.
complying to salon operation
standards. Introduce product features to Hair service after care products
client. recommended in securing hair products
sales.
17
Standard Operating Procedure
Date:12-feb-2021
Facial Treatments
Light the salon Make day and night effect in salon with yellow Define different light effects especially of dark and light background.
effectively and white bulbs as required.
This specifies the skills Illustrate intensity of light in different locations of the salon.
and knowledge Differentiate between hues, from natural, white
required to be and yellow lights.
performer in Describe importance of yellow spot lights and putting suitable light for
distinguishing between certain sections of the salon while imparting different services.
the different shades of Select appropriate light bulb color where
light bulbs such as the service has to be rendered Explain Attractive / innovative ideas to decorate salon with candles /
yellow/white spot scented candles.
lights, their direction, Create attractive ambiance using
intensity and impact on candle/scented candles in salon.
the working
environment of the
salon.
Ventilate the salon Demonstrate importance of cross ventilation as Describe importance of cross ventilation in salon. Define importance
effectively This job required in the salon.
specifies the skills of fresh breathable air.
and knowledge Prepare to design and plan cross ventilation of
required to be the salon per requirement. Identify harmful fumes of hazardous product fumes.
performer in
ensuring a ventilated Identify the harmful fumes of hazardous
Salon. product that causes cancer if ventilation is not
proper.
18
Standard Operating Procedure
Date:12-feb-2021
Manage salon Guide/Advise the dress code /service clothes Describe specific clothing /dress code for the Client and worker.
dress code to the Clients and workers.
This job specifies the
skills and knowledge Define clothing to be given to Client according to the service.
Explain the proper service clothes with the
required to be
Client according to the services to be
performer in
rendered. e.g., hair dying apron, hair cutting
managing the dress
apron, facial gowns, waxing gown etc.
code of salon
employees and
Clients. Present the method of proper storage for Explain storage of washed and clean clothing for Clients.
washed clothing for Clients.
Identify the reactions on skin that may appear Recognize the skin reaction caused by expired products
after the application of an expired product
Read labels that indicate expiry on the product Explain why it is important to check the expiry of products on regular
bases.
Dispose waste Demonstrate the methods of safe disposal of Define methods of waste disposal.
safely waste and used materials from the work place
This job specifies for Clients and workers safety. Describe methods of disposal of hazardous material.
the skills and Identify safe disposal of harm hazardous
knowledge required products. Explain harmful fumes contained in products, and ensure
19
Standard Operating Procedure
Date:12-feb-2021
to be performer in Identify the products with harmful fumes, their maintenance of a safe environment.
safe disposal of use & storage, while maintaining safe Explain precautions of putting masks and gloves on while disposing
waste and harmful environment. of materials.
materials.
Reorganize work
Demonstrate necessary precautions like Define importance of maintenance of separate waste bin for
station after
putting the mask and gloves on while hazardous items.
completion of service. disposing off materials.
Explain the procedure of reorganizing and preparing the workstation
Describe the method to maintain separate after sterilization, for the next Client.
waste bin for hazardous items.
Describe the importance of inventory and record
Describe the importance of clean and clear.
20
Standard Operating Procedure
Date:12-feb-2021
Analyze, identify and scan different types of skin after obtaining the previous history of the client
Identify skin structure Identify the skin function as per industry Define skin anatomy and its functions.
standards.
This job specifies the Describe parts of the cell and its structure.
skills and knowledge Analyze cell structure as per defined
required to be standards. Identify the function of tissues,
performer in Explain importance of different types of tissues and their functions
layers of the skin. within the skin.
understanding the skin
structure and anatomy.
Describe the importance of the layers of the skin: Epidermis and
Recognize the dermis, epidermis and Dermis subcutaneous
subcutaneous.
Explain the glands(sweat glands, sebaceous glands)
Define the terms of skin Protein (epidermis,collagen)
Analyze skin type and Examine the oily/acne skin conditions Identify oily/acne skin, its reasons and suitable product for oily skin.
conditions applying standard procedures
Describe dry/ sensitive skin, its reasons and suitable product.
This job specifies the Examine the dry/sensitive skin conditions
skills and knowledge applying standard procedures
required to be Define combination skin, its reasons and suitable product.
performer in analyzing
skin types and Examine the combination skin condition Illustrate ageing process, its remedies and suitable product.
conditions applying standard procedures
21
Standard Operating Procedure
Date:12-feb-2021
Identify problem Analyze the skin diseases (pigmentation, wrinkle, acne, scar, fungal, Describe reason of pigmentation .wrinkle,
areas of skin freckle, eye circle, ageing etc,) applying standard procedures. acne, scar, fungal, freckle, eye circle, aging),
problematic skins.
This job specifies the
Analyze Irritants and Allergens as per defined standards
skills and knowledge Identify differences between irritant and
required to be
allergens. Allergy may be caused by food or
performer in identifying Identify rosacea applying standard procedures
product and an irritation may occur after use
problematic areas of
of a certain product.
skin.
Describe Reason of rosacea
Conduct deep Demonstrate the procedure of operating a scanning machine and Explain importance of scanning machine
analysis of problem analyze the skin with the naked eye as well as with the help of a and procedure of analyzing the skin with
areas of skin magnifying glass and skin scanner machine. the help of magnifying glass and skin
scanner.
This job specifies the Perform cleansing of the skin before analysis and scanning applying
skills and knowledge standard procedures. Describe the role of cleansing before skin
required to be analysis and scanning.
performer in
scanning the
problematic areas for Identify, applying standard procedures, the skin complexion and refer a
suitable treatment. Explain complexion and melanin level of skin
a deeper analysis
with skin scanner if
needed Recognize, applying standard procedures the melanin level of the skin
due to skin complexion Describe skin lightening procedure to handle
Examine and tan skin.
classify Identify and provide instructions to the Client for maintaining a healthy
complexion skin. Describe importance of balanced diet,
This job specifies the vitamins, minerals, fruits, vegetables, water,
skills and knowledge Explain the harmful factors of sun rays that effect the skin etc. For healthy skin.
required complexion
of skin (light /fair) Describe the effects on the skin of sun rays.
22
Standard Operating Procedure
Date:12-feb-2021
Prepare client for Fill in the consultation form for each client. Explain importance of completion of
basic facial consultation form.
Examine the skin condition and assess type of skin; oily, dry,
This job specifies the combination, sensitive and aged. Describe skin conditions (oily, dry,
skills and knowledge combination, sensitive and aged)
required to be
Monitor infections or allergies and prepare the report. Cover the client
performer in preparing
the Client for basic Identify infections and allergies
appropriately for cleansing.
facial.
Define importance of covering the clients
Remove client’s Jewelry before beginning the treatment and return using (facial band, gowns, aprons & towel).
upon completion
Explain importance of removal of jewelry
before the beginning of the treatment.
Select facial Select and use appropriate product for facial as per the skin type. Identify product for facial selection of
product different sun blocks/ screen
This job specifies the Demonstrate the use of SPF level according to skin condition.
skills and knowledge Explain importance of SPF according to skin
required to be Explain the importance of cleansing the skin (remove the makeup). condition
performer in selecting
the correct or most
suitable product for
facial as per the skin
Perform deep cleansing remove all dirt from skin as well as in side skin Explain types of cleansers.
pores applying standard procedures.
type.
Perform facial
cleansing
Define role of cleansing, hand movement in
cleansing and thickness of cleanser for
clearing the pores
23
Standard Operating Procedure
Date:12-feb-2021
Apply Mask Apply mask using standard procedures Explain the types of mask and their importance.
This job specifies Remove mask using standard procedures State the application of masks on face and remove mask
the skills and properly.
knowledge required
to be performer in
applying mask
Apply sun block Protect treated skin by applying sun block / day Explain the technique of applying the sun block
moisturizer using standard procedures.
This job specifies Describe the importance of sun protection from sun
the skills and Illustrate the importance of daily moisturize / sun block. rays.
knowledge required
to be performer in
applying sun Block Differentiate different SPF according to skin type. Identify different types of SPF product according
to the skin
Use pressure to Recommend the sun block to client according to their
relax the client daily activity. Explain the client about SPF product according
to the activity
This job specifies Relax the client with pressing different pressure points and
the skills and movements
knowledge pressure Explain different movement and pressure points of face
points. and neck.
24
Standard Operating Procedure
Date:12-feb-2021
Perform Treatment Facial manual/ machinery (High frequency, galvanic, Vacuum, Micro Derma Braision etc.)
25
Standard Operating Procedure
Date:12-feb-2021
performer in Demonstrate treatment to penetrate the oily moisturizer Explain procedure for selection of products for dry and
explaining to maintain dry area and flakiness of skin. (T-zone, oily parts of the skin.
combination checks etc.
skin condition
Identify combination skin treatment manually and using State procedure to handle combination skin.
machinery
Treat
pigmentati Identify factors causing pigmentation (sun, pregnancy, Explain the factors causing pigmentation.
on hormones, melanin over production)
conditions State Preventive, protective and corrective
Demonstrate treat meant of pigmentation treatment for pigmentation.
This job specifies (progressive rather than aggressive).
the skills and Explain the Techniques of derma brasion.
knowledge required Demonstrate standard micro derma brasion facial
to be performer in treatment for pigmentation. Examine the results of pigmentation
performing
pigmentation Evaluate results of pigmentation using standard procedures Identify the factors that reduce skin blemishes.
treatment and classifications.
Define the importance of time management during
Identify the factors that reduce skin blemishes. facial
Identify the factors causing acne and types thereof. Explain the Causes and types of acne.
Perform acne Analyze the symptoms of acne and analyze the facials for
treatment acne Identify the symptoms of acne anti-bacterial facials
26
Standard Operating Procedure
Date:12-feb-2021
This job specifies the Select the Suitable products used for acne (oil free Identify the suitable products for oily and acne skin.
skills and knowledge and water based products).
required to be performer Explain the techniques of hygienic methods while
in performing acne Demonstrate the standard steps of applying applying facial on the client.
treatment hygienic methods.
State the remedies for acne
Discuss remedies with client.
Identify and describe types of sun screen Identify different sun blocks with SPF for acne skin
available in market.
27
Standard Operating Procedure
Date:12-feb-2021
Demonstrate treatment for anti-aging skin. Recognize the treatments of anti-aging skin.
(Galvanic micro drama brasion, oxygenating
facial/machine facials)
Illustrate the Use of vitamin infused serum,
Treat aging/wrinkled skin collagen serums / creams and rejuvenating facial
massage techniques.
This job specifies the skills and
knowledge required to be Demonstrate the Use of micro derma brasion for the
performer in performing aging / Identify the Vitamins requirement for wrinkled skin.
removal of wrinkles from aged skin.
wrinkled skin treatment Effectiveness of collagen & rejuvenating facial
massage techniques.
28
Standard Operating Procedure
Date:12-feb-2021
Explain the remedies for the treatment of State the remedies to the client
sunburned skin.
Demonstrate the Use of sun blocks. Explain the use of different sun block available in
salon
Advise the ways of prevention from sun burn to the
client Describe the Precautions of sun burn. To the client
Differentiate between UVA and UVB ultra violet rays Explain the-Reaction of UVA and UVB ultra violet
on skin. light. To the client
Recognize standard signs of sun burn (redness or Define the effects of sunburn.
blisters may occur).
Identify the creams containing the ingredients such as
Recommend the Use of creams containing menthol, camphor and aloevera.
ingredients such as menthol, camphor and alovera
on sunburn.
29
Standard Operating Procedure
Date:12-feb-2021
30