Modification History
Not applicable.
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to maintain and improve the delivery of treatment services and associated sales in a personal services environment. It describes the function of managing optimum staff treatment performance, product sales, and managing product and equipment development.
Application of the Unit
This unit applies to personal services businesses, such as beauty salons, hairdressing salons, nail salons and spas.
Personal services managers may also be small business owners, and are required to apply initiative and judgement across a broad range of management functions.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Nil
Employability Skills Information
This unit contains employability skills
Elements and Performance Criteria Pre-Content
Elements and Performance Criteria
Element |
Performance Criteria |
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
1 Maintain and improve treatment services and sales delivery. |
1.1 Communicate, implement and regularly review policies and procedures for treatment services and sales delivery. 1.2 Seek and use customer feedback to improve the provision of treatment services and sales delivery. 1.3 Plan and implement an adequate resource allocation for treatment service provision in line with salon policy. 1.4 Consult with and involve the workplace team in taking decisions to overcome problems and adjust treatment service provision. |
2 Maintain and improve salon turnover and profit margin. |
2.1 Set product and service pricing based on analysis of client age demographic, hourly expenses, seat or treatment area time and target profit margin . 2.2 Set, monitor and regularly review team and individual staff member’s services and retail sales target turnovers . 2.3 Provide feedback to individual staff members on progress towards targets and general sales and treatment service performance. 2.4 Encourage staff members to take responsibility for meeting client requirements and increasing their average client bill. 2.5 Research and implement staff incentive and reward schemes to increase client re-booking as appropriate to the salon. |
3 Manage contingencies. |
3.1 Address and resolve treatment and service-related complaints that have been referred by staff according to salon policy. 3.2 Seek and use feedback on client satisfaction to improve future operations and services. 3.3 Monitor and evaluate corrective actions for effectiveness and use for future operational planning. |
4 Coordinate staff training and support. |
4.1 Negotiate staff product and treatment training with suppliers and educators to support the introduction of new equipment, products and services. 4.2 Recognise opportunities to increase the sales, safety and treatment service capabilities of members of the staff team and arrange relevant training. 4.3 Allocate a workplace mentor or supervisor to staff undertaking training to ensure on-the-job and off-the-job training and practice occur according to a predetermined training plan. |
5 Provide a harmonious and productive working environment. |
5.1 Maintain sufficient supply of stock to support services and sales delivery and meet customer requirements. 5.2 Regulate access to and use of professional products that minimise waste and support organisation’s environmental sustainability targets. 5.3 Maintain staff salaries and working conditions in line with current awards, legislation and salon policies. 5.4 Encourage team members to assist each another in achieving optimum service levels according to workplace procedures. 5.5 Establish, promote and maintain workplace programs for cleaning, storing and maintaining tools and equipment according to relevant legislative requirements and manufacturer specifications. 5.6 Replace or repair faulty equipment as soon as practicable and with minimum disruption to the work of the team. 5.7 Maintain complete and accurate records and provide access to authorised personnel. |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit. |
Required skills |
The following skills must be assessed as part of this unit:
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Required knowledge |
The following knowledge must be assessed as part of this unit:
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Evidence Guide
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure:
Assessment must ensure access to:
For further guidance on the use of an appropriate simulated environment, refer to the Assessment Guidelines in this Training Package. |
Methods of assessment |
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
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Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
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Range Statement
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. |
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Resource allocation may include: |
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Client age demographic may include: |
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Hourly expenses must include: |
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Seat or treatment area time and target profit margin must include: |
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Target turnover may be measured: |
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Feedback may include: |
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Treatment and service -related complaints may include: |
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Sales may include: |
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Safety may include: |
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Workplace mentor or supervisor may include: |
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Complete and accurate records may include: |
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Unit Sector(s)
Cross-Sector
Competency Field
Personal Services Management