Modification History
Not applicable.
Unit Descriptor
Unit Descriptor |
This unit describes the skills and knowledge required to develop and integrate a range of operational management strategies to resource, monitor, maintain and improve the delivery of hairdressing services and associated sales. |
Application of the Unit
Application of the Unit |
This unit involves integrating a full range of operational management strategies and tasks to maintain and improve hairdressing services and sales delivery in a hairdressing salon. It involves developing strategies, communicating them to the salon team and creating a productive work environment that offers the optimum range of hairdressing products and services, as well as level of customer service, available to clients. Knowledge of the sources of product supply; relevant hairdressing awards, legislation and statutory requirements; and pricing and stock-control procedures is also required. In the context of an assessment-only and/or a training delivery and assessment pathway, units of competency that relate to this unit are identified in the evidence guide of this unit. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
Employability skills |
This unit contains employability skills. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the level of performance required to demonstrate achievement of the element. The variables for the bold italicised text are outlined in the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
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1 |
Maintain and improve hairdressing services and sales delivery. |
1.1 |
Policies and procedures for services and sales delivery are implemented, communicated and reviewed on a regular basis. |
1.2 |
Customer feedback is sought and used to improve the provision of services and sales delivery. |
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1.3 |
Resource allocation for quality client service provision is adequate and maintained in line with salon policy. |
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1.4 |
Decisions to overcome problems and adjust service provision are made in consultation with the workplace team. |
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2 |
Maintain and improve salon turnover and profit margin. |
2.1 |
Product and service pricing is set, based on analysis of the client age demographic , hourly expenses , seat time and target profit margin . |
2.2 |
Team and individual staff member's hairdressing services and retail sales target turnovers are set, monitored and reviewed regularly. |
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2.3 |
Feedback is provided to individual staff members on progress towards targets and general sales and service performance. |
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2.4 |
Staff members are encouraged to take responsibility for meeting client requirements and increasing their average client bill. |
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2.5 |
Staff incentive and reward schemes to increase client re-booking are researched and implemented as appropriate to the salon. |
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3 |
Manage contingencies. |
3.1 |
Technical and service -related complaints that have been referred by staff are addressed and resolved according to salon policy. |
3.2 |
Feedback on client satisfaction is sought and used to improve future operations and services. |
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3.3 |
Corrective actions are monitored and evaluated for effectiveness and used for future operational planning. |
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4 |
Negotiate the supply of product. |
4.1 |
Cost, supply and payment arrangements with product suppliers are negotiated and implemented according to salon policy and communicated with relevant staff. |
4.2 |
Records of suppliers and stock are monitored for accuracy and legibility, and action is taken where necessary. |
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4.3 |
Factors affecting the supply of stock are identified and immediate corrective action is taken where actual problems with supply are indicated. |
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4.4 |
New suppliers and products are identified and developed to maintain and improve the salon sales and services range. |
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5 |
Coordinate staff training and support. |
5.1 |
Staff technical and product training is negotiated with suppliers and educators to support the introduction of new products and services. |
5.2 |
Opportunities to increase the sales, safety and technical or customer service capabilities of members of the staff team are noted and relevant training is arranged. |
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5.3 |
Apprentices are allocated a workplace mentor /supervisor to ensure on-the-job and off-the-job training occurs according to a predetermined training plan. |
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6 |
Provide a harmonious and productive working environment. |
6.1 |
Sufficient supply of stock is maintained to support services and sales delivery and meet customer requirements. |
6.2 |
Access to and use of professional products are regulated to minimise waste. |
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6.3 |
Staff salaries and working conditions are maintained in line with current awards, legislation and salon policies. |
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6.4 |
Team members are encouraged to assist one another to achieve optimum service levels according to workplace procedures. |
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6.5 |
Tools and equipment are cleaned, stored and maintained according to relevant legislative requirements, and recommended schedules and procedures. |
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6.6 |
Faulty equipment is replaced or repaired as soon as practicable and with minimum disruption to the work of the team. |
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6.7 |
Complete and accurate records are maintained and made available to authorised personnel. |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
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This describes the essential skills and knowledge and their level, required for this unit. |
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Skills may include : |
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Knowledge may include : |
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Evidence Guide
EVIDENCE GUIDE |
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The evidence guide describes the underpinning knowledge and skills that must be demonstrated to prove competence. It is essential for assessment and must be read in conjunction with the performance criteria, the range statement and the assessment guidelines of the relevant Training Package. |
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Overview of assessment |
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A person who demonstrates competency in this unit of competency will be able to integrate a full range of operational management strategies and tasks to maintain and improve hairdressing services and sales delivery in a hairdressing salon. They will develop strategies, communicate them to the salon team and create a productive work environment that offers a range of hairdressing products and services, along with a high level of customer service to clients. Demonstrated knowledge of sources of product supply, relevant hairdressing awards, relevant legislation and statutory requirements, and service and product pricing and stock control procedures is also required. |
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Specific evidence requirements |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
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Context of assessment |
For valid and reliable assessment of this unit, competency should be consistently demonstrated over a period of time and observed by the assessor and/or the technical expert working in partnership with the assessor. The technical expert may include the hairdresser and/or an experienced person at the workplace. Competency should be demonstrated in the workplace or a simulated workplace environment in a range of situations that may include client interruptions and involvement in other related activities normally expected in the workplace. For further guidance on the use of an appropriate simulated environment, refer to the Assessment Guidelines in this Training Package. |
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Specific resources for assessment |
Competency for this unit should be assessed through access to:
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Relationship to other units |
This unit requires an assessment outcome that includes evidence of the ability to develop and integrate a full range of operational management strategies and tasks to maintain and improve hairdressing services and sales delivery in a hairdressing salon. Prerequisite units :
Co-requisite units :
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Method of assessment |
The following assessment methods are suggested.
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Evidence required for demonstration of consistent performance |
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance. It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both. Evidence should be gathered as part of the learning process. |
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Assessing employability skills |
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts. Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification. |
Range Statement
RANGE STATEMENT |
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The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that will affect performance. The following variables 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. Bold italicised text from the performance criteria is detailed here. |
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Resource allocation may include: |
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Client age demographic must include: |
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Hourly expenses must include: |
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Seat 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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Technical and service -related complaints may include: |
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Workplace mentor /supervisor may include: |
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Complete and accurate records may include: |
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Unit Sector(s)
Not applicable.
Competency field
Competency Field |
Hairdressing |