Simulated workplace
Department
Reception and Client Services
Greets and prepares clients, manages the appointment book across all sites, handles payments, gift vouchers and deposits, and resolves complaints on the spot. Front of house is the first and last impression at every Luxe site.
Responsibilities
What the team is accountable for
- Greet, gown and prepare clients for services
- Manage bookings, confirmations and waitlists
- Process payments and balance the till
- Capture consultation and privacy consent at intake
- Log and resolve client complaints
Performance measures
How we know it is working
4.1%
No-show rate
under 5 dollars per day
Till variance
92%
Complaints resolved within 48 hours
People
Who works here
SM
Sofia Marchetti
Client Services Coordinator
Sofia has run reception across the three sites for six years and owns the appointment book, deposits and the complaints log.
TM
Tahlia Morgan
Salon Assistant and Apprentice
Tahlia started as a salon assistant in 2025, covers reception and the basin area, and is completing her hairdressing apprenticeship.
Systems
Where the work is recorded
Scenarios
Assessment tasks in this department
Documents