Major Work Activity H - Performs salon operations
Table of contents
Task H-18 Performs front desk responsibilities
Task descriptor
Hairstylists must have the skills and knowledge to carry out the daily operations of the salon.
H-18.01 Performs communication duties
| NL | NS | PE | NB | QC | ON | MB | SK | AB | BC | NT | YT | NU |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| yes | yes | yes | yes | yes | yes | yes | yes | yes | yes | NV | NV | NV |
| Reference Code | Performance Criteria | Evidence of Attainment |
|---|---|---|
| H-18.01.01P | answer communication in a professional manner | communication is answered in a professional manner according to salon policies and procedures |
| H-18.01.02P | determine nature of communication | nature of communication is determined |
| H-18.01.03P | respond to communicator’s requests | communicator’s requests are responded to according to salon policies and procedures |
| H-18.01.04P | relay messages | messages are relayed in a clear and timely manner according to salon policies and procedures |
| H-18.01.05P | follow-up communication | follow-ups on communications are completed |
| H-18.01.06P | close communication in a professional manner | communication is closed in a professional manner according to salon policies and procedures |
Range of variables
- communications include: telephone, text messages, online messaging, verbal
| Reference Code | Learning Outcomes | Learning Objectives |
|---|---|---|
| H-18.01.01L | demonstrate knowledge of performing communication duties | explain the importance of communicating in a professional manner with clients |
| explain the importance of good listening skills and digital literacy | ||
| explain professional communication etiquette | ||
| explain the importance of relaying messages in a clear and timely manner | ||
| explain the importance of returning clients’ communication in a timely manner |
Range of variables
- communications include: telephone, text messages, online messaging, verbal
H-18.02 Schedules appointments
| NL | NS | PE | NB | QC | ON | MB | SK | AB | BC | NT | YT | NU |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| yes | yes | yes | yes | yes | yes | yes | yes | yes | yes | NV | NV | NV |
| Reference Code | Performance Criteria | Evidence of Attainment |
|---|---|---|
| H-18.02.01P | collect information on services requested | information on services requested is collected to allow for accurate booking |
| H-18.02.02P | determine time required for appointment | time required for appointment is determined according to service and stylist |
| H-18.02.03P | provide information to client | information is provided to client |
| H-18.02.04P | record client’s information in appointment booking system | client’s information is recorded in appointment booking system according to salon policies and procedures |
| H-18.02.05P | confirm appointment | appointment information provided to client is confirmed |
Range of variables
- information includes: additional salon services, promotions, prices, date, time, length of appointment
| Reference Code | Learning Outcomes | Learning Objectives |
|---|---|---|
| H-18.02.01L | demonstrate knowledge of the procedures for scheduling appointments | describe the importance of using effective verbal and non-verbal communication with clients |
| describe types of appointment booking systems and describe their characteristics and applications | ||
| describe the procedure used to identify and provide service requested |
H-18.03 Interacts with clients
| NL | NS | PE | NB | QC | ON | MB | SK | AB | BC | NT | YT | NU |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| yes | yes | yes | yes | yes | yes | yes | yes | yes | yes | NV | NV | NV |
| Reference Code | Performance Criteria | Evidence of Attainment |
|---|---|---|
| H-18.03.01P | greet client | client is greeted according to salon policies and procedures |
| H-18.03.02P | demonstrate effective interpersonal and communication skills | effective interpersonal and communication skills are demonstrated |
| H-18.03.03P | perform reflective listening | client comments and enquiries are dealt with to achieve client satisfaction |
| H-18.03.04P | address client concerns | client concerns are addressed according to salon policies and procedures |
Range of variables
- reflective listening includes: listening and responding to client comments and enquiries
| Reference Code | Learning Outcomes | Learning Objectives |
|---|---|---|
| H-18.03.01L | demonstrate knowledge of interacting with clients | describe the importance of using effective verbal and non-verbal communication with clients |
| describe the importance of using effective interpersonal skills with clients | ||
| describe basic conflict resolution techniques to resolve client concerns |
H-18.04 Completes financial transactions
| NL | NS | PE | NB | QC | ON | MB | SK | AB | BC | NT | YT | NU |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| yes | yes | yes | yes | yes | yes | yes | yes | yes | yes | NV | NV | NV |
| Reference Code | Performance Criteria | Evidence of Attainment |
|---|---|---|
| H-18.04.01P | perform calculations for costs | calculations for costs are performed |
| H-18.04.02P | determine method of payment | method of payment is determined |
| H-18.04.03P | operate point-of-sale equipment | point-of-sale equipment is operated |
| H-18.04.04P | perform transactions | transactions are performed |
Range of variables
- costs include: services, retail, taxes, discounts, miscellaneous fees
- methods of payment include: gift cards, online payments, cash, credit, debit
- point-of-sale equipment includes: cash register, debit machine, computer, online payments
| Reference Code | Learning Outcomes | Learning Objectives |
|---|---|---|
| H-18.04.01L | demonstrate knowledge of the procedures for completing financial transactions | calculate costs of services performed |
| explain basic principles of math to perform financial transactions | ||
| identify types of point-of-sale equipment and describe their characteristics and applications | ||
| explain types of methods of payment |
Range of variables
- costs include: services, retail, taxes, discounts, miscellaneous fees
- basic principles of math include: percentages, fractions, additions, subtractions
- point-of-sale equipment includes: cash register, debit machine, computer, online payments
- methods of payment include: gift cards, online payments, cash, credit, debit
H-18.05 Maintains inventory
| NL | NS | PE | NB | QC | ON | MB | SK | AB | BC | NT | YT | NU |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| yes | yes | yes | yes | yes | yes | yes | yes | yes | yes | NV | NV | NV |
| Reference Code | Performance Criteria | Evidence of Attainment |
|---|---|---|
| H-18.05.01P | count inventory | inventory is counted physically or electronically to determine stock level |
| H-18.05.02P | maintain stock levels | stock levels are maintained to determine shortfall or surplus and make required adjustments |
| H-18.05.03P | create product order | product order is created according to salon policies and procedures to update stock levels |
| H-18.05.04P | check stock against invoice | stock is checked against invoice to verify accuracy of shipment |
| H-18.05.05P | manage retail sales | retail sales are managed according to salon policies and procedures |
| Reference Code | Learning Outcomes | Learning Objectives |
|---|---|---|
| H-18.05.01L | demonstrate knowledge of procedures used for maintaining inventory | describe underlying principles of maintaining inventory |
| describe procedures used to maintain and control inventory | ||
| explain the importance of inventory systems | ||
| describe procedures used to place and create product orders |
Range of variables
- procedures used to place and create product orders include: call-in, sales representatives, online
H-18.06 Prices retail products
| NL | NS | PE | NB | QC | ON | MB | SK | AB | BC | NT | YT | NU |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| yes | yes | yes | yes | yes | yes | yes | yes | yes | yes | NV | NV | NV |
| Reference Code | Performance Criteria | Evidence of Attainment |
|---|---|---|
| H-18.06.01P | calculate markups and markdowns | markups and markdowns are calculated according to manufacturers’ suggested retail price and, salon policies and procedures |
| H-18.06.02P | operate pricing equipment | pricing equipment is operated |
Range of variables
- pricing equipment includes: price gun, scanners, manual pricing
| Reference Code | Learning Outcomes | Learning Objectives |
|---|---|---|
| H-18.06.01L | demonstrate knowledge of procedures for pricing retail products | describe procedures used to calculate markups and markdowns |
|
describe procedures used to operate pricing equipment |
Range of variables
- pricing equipment includes: price gun, scanners, manual pricing
H-18.07 Maintains retail displays
| NL | NS | PE | NB | QC | ON | MB | SK | AB | BC | NT | YT | NU |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| yes | yes | yes | yes | yes | yes | yes | yes | yes | yes | NV | NV | NV |
| Reference Code | Performance Criteria | Evidence of Attainment |
|---|---|---|
| H-18.07.01P | clean retail products and displays | retail products and displays are cleaned according to salon policies and procedures |
| H-18.07.02P | display retail products | retail products are displayed according to salon policies and procedures |
| Reference Code | Learning Outcomes | Learning Objectives |
|---|---|---|
| H-18.07.01L | demonstrate knowledge of procedures for maintaining retail displays | identify marketing principles in relation to the displaying of retail products |
| describe the importance of displaying retail products |
Task H-19 Establishes business fundamentals
Task descriptor
Hairstylists must have knowledge of business fundamentals including knowledge of the different aspects of developing a business plan. Hairstylists must also understand the importance of demonstrating integrity and showing professionalism. They must also have the knowledge and skills to market, promote, attract and retain clients. Hairstylists sell products and services that meet client expectations.
H-19.01 Develops business plan
| NL | NS | PE | NB | QC | ON | MB | SK | AB | BC | NT | YT | NU |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| yes | yes | yes | yes | yes | yes | yes | yes | yes | no | NV | NV | NV |
| Reference Code | Performance Criteria | Evidence of Attainment |
|---|---|---|
| H-19.01.01P | research types of business ownership models |
types of business ownership models are identified |
| H-19.01.02P | conduct market research | market research is conducted |
| H-19.01.03P | develop business identity and brand | business identity and brand is developed |
| H-19.01.04P | determine jurisdictional regulations | jurisdictional regulations are identified |
| H-19.01.05P | conduct financial assessment | financial assessment is conducted |
| H-19.01.06P | comply with government business regulations | government business regulations are verified and complied with |
| H-19.01.07P | design floor plan | floor plan is designed |
| H-19.01.08P | determine insurance needs | insurance needs are determined |
| H-19.01.09P | determine staffing requirements | staffing requirements are determined |
| H-19.01.10P | determine equipment and supplies needed | equipment and supplies needed are identified |
| H-19.01.11P | develop salon policies and procedures | salon policies and procedures are developed |
Range of variables
- business ownership models include: sole proprietorship, partnership, corporation, franchise, booth or chair rental
- business identity and brand includes: decor, signage, website, business cards, branding, business logo, marketing plan
- floor plan includes: utilities, equipment, accessibility requirements
- insurance needs include: building, liability, theft, personal
- equipment includes: chair, shampoo sinks, tools (see Appendix B), digital equipment
| Reference Code | Learning Outcomes | Learning Objectives |
|---|---|---|
| H-19.01.01L | demonstrate knowledge of types of business ownership models |
explain the types of business ownership models |
| H-19.01.02L | demonstrate knowledge of market research demographics | identify target market and location |
| H-19.01.03L | demonstrate knowledge of business identity and brand | describe importance of business identity and brand |
| describe methods to develop a business identity and brand | ||
| H-19.01.04L | demonstrate knowledge of jurisdictional regulations | explain the importance of jurisdictional regulations |
| describe steps to comply with jurisdictional regulations | ||
| H-19.01.05L | demonstrate knowledge of financial planning | describe the importance of financial planning |
| describe the procedures used to conduct a financial plan | ||
| explain methods used to secure financing | ||
| H-19.01.06L | demonstrate knowledge of business accounting | identify different types of business regulations |
| explain different types of payroll deductions | ||
| identify how to set up payroll deductions and tax accounts | ||
|
describe the importance of obtaining professional services |
||
| H-19.01.07L |
demonstrate knowledge of floor plan design |
explain concepts of floor plan design to comply with jurisdictional regulations and to maximize use of space |
| H-19.01.08L | demonstrate knowledge of insurance needs | identify insurance needs and requirements |
| identify different types of insurance | ||
| H-19.01.09L | demonstrate knowledge of staffing requirements | describe staffing needs |
| identify pay structure | ||
| H-19.01.10L |
demonstrate knowledge of equipment and supplies needs |
describe equipment and supplies needed for start-up of salon |
| H-19.01.11L | demonstrate knowledge of salon policies and procedures | explain the importance of having salon policies and procedures in place |
| describe key components contained in a policies and procedures manual |
Range of variables
- business ownership models include: sole proprietorship, partnership, corporation, franchise, booth or chair rental
- target market and location include: population, competition, average income, demographics business identity and brand includes: decor, signage, website, business cards, branding, business logo, marketing plan
- financial planning includes: budgets, revenue projections, goal setting, salaries
- professional services include: accounting, legal
- floor plan includes: utilities, equipment, accessibility requirements
- insurance needs include: building, liability, theft, personal
- equipment includes: chair, shampoo sinks, tools (see Appendix B), digital equipment
H-19.02 Presents professionalism
| NL | NS | PE | NB | QC | ON | MB | SK | AB | BC | NT | YT | NU |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| yes | yes | yes | yes | yes | yes | yes | yes | yes | yes | NV | NV | NV |
| Reference Code | Performance Criteria | Evidence of Attainment |
|---|---|---|
| H-19.02.01P | maintain professional image on social platforms related to industry | image on all social platforms related to industry is maintained according to salon policies and procedures |
| H-19.02.02P | demonstrate professional workplace behaviours | professional workplace behaviours are demonstrated |
| H-19.02.03P | stay current with new trends and techniques | new trends and techniques are explored through continuous education |
| H-19.02.04P | attend trade shows and educational events | trade shows and educational events are attended |
| H-19.02.05P | identify networking opportunities | networking opportunities are identified |
Range of variables
- social platforms include: face-to-face, social media
- professional workplace behaviours include: accountability, reliability, punctuality, confidentiality, honesty
- educational events include: seminars, workshops, conferences, business planning workshops, in-salon training
| Reference Code | Learning Outcomes | Learning Objectives |
|---|---|---|
| H-19.02.01L | demonstrate knowledge of techniques used to present professionalism | describe the importance of self-esteem, self-image and its projection |
| define professional image | ||
| H-19.02.02L | demonstrate knowledge of techniques used to maintain current knowledge and competence | identify means of staying current with new trends and their adaptations |
| identify means of networking | ||
| define professional development and the importance of attending trade shows and educational events | ||
| identify opportunities to remain current, knowledgeable and competent in the profession |
Range of variables
- educational events include: seminars, workshops, conferences, business planning workshops, in-salon training
H-19.03 Markets products and services
| NL | NS | PE | NB | QC | ON | MB | SK | AB | BC | NT | YT | NU |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| yes | yes | yes | yes | yes | yes | yes | yes | yes | yes | NV | NV | NV |
| Reference Code | Performance Criteria | Evidence of Attainment |
|---|---|---|
| H-19.03.01P | set retail and service sales goals | retail and service sales goals are set to achieve professional success |
| H-19.03.02P | create visual focal point | visual focal point is created by using signage, samples and posters to encourage sales |
| H-19.03.03P | explain features and benefits of professional products to clients | features and benefits of professional products are explained to clients |
| H-19.03.04P | recommend and market products to clients for home use | products are recommended and marketed to clients for home use |
| H-19.03.05P | market add-on services | add-on services are marketed |
| H-19.03.06P | evaluate personal service and retail sales | personal service and retail sales are evaluated to monitor and improve productivity |
| H-19.03.07P | market and promote services and retail products | services and retail products are marketed and promoted using social media to build clientele according to salon policies and procedures |
| H-19.03.08P | participate in events | events are attended to promote services |
| H-19.03.09P | pre-book services | services are pre-booked according to client needs and, salon policies and procedures for client retention |
Range of variables
- add-on services include: hair treatments, colour services, speciality services
| Reference Code | Learning Outcomes | Learning Objectives |
|---|---|---|
| H-19.03.01L | demonstrate knowledge of products and services | explain the importance of advising clients about products and services |
| identify types of products and services and describe their characteristics and applications | ||
| H-19.03.02L | demonstrate knowledge of techniques used to promote sales | describe the techniques used to promote sales |
| identify marketing and sales principles | ||
| H-19.03.03L | demonstrate knowledge of social media for the purpose of marketing | explain the importance of social media for the purpose of marketing products and services |
| identify techniques used to advertise and promote products and services on social media |
Range of variables
- techniques used to promote sales include: online sales, in-salon promotions, pre-booking, client follow- up, referrals, stylist recommendations