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The Importance of First Impressions: The Vital Role of Front Desk Staff in Your Beauty Business

front desk tips medspa tips salon tips Mar 16, 2023

Running a successful spa/salon takes more than just offering high-quality services and treatments. A crucial aspect of creating a positive experience for your clients is having a well-trained and efficient front desk team. Your receptionists are the first point of contact for your clients, and they play a critical role in creating a welcoming and personalized experience. In this blog, we will provide you with some tips for making your spa front desk team the best they can be. By investing in your front desk team's success, you'll see the results in happier clients, higher retention rates, and increased revenue.


1. First Impressions Matter


Your front desk team is often the first point of contact for your clients. As such, they play a crucial role in creating a positive first impression. A friendly and welcoming receptionist can set the tone for the entire client experience, while a poorly trained or unfriendly front desk team can turn clients off before they've even experienced your spa's services. When hiring, look for individuals who have excellent communication skills, are friendly, and have a positive attitude.


2. Providing Accurate Information and Addressing Queries


Clients may have questions about the spa's services, pricing, or policies, and the front desk staff should be knowledgeable enough to provide accurate information and address their concerns promptly. They should possess comprehensive knowledge of the services offered, pricing, and promotions to ensure clients make informed decisions. Additionally, they should handle client grievances and complaints professionally and empathetically.


3. Upselling 


The front desk staff should be skilled at upselling spa services and products. By suggesting additional treatments or products that complement the client's needs and preferences, they can increase revenue and enhance the client's experience. This includes taking note of their preferences, offering customized recommendations, and following up with them after their visit. Providing a personalized experience increases the likelihood of clients returning and recommending the spa to others. Well-trained receptionists can also create a sense of urgency or excitement about new services or promotions, encouraging clients to try them out.


4. Training and Development


Investing in the training and development of front desk staff can significantly improve their performance and ultimately lead to building a loyal clientele. The spa management should provide ongoing training on customer service, communication, and sales skills to ensure the front desk staff has the necessary tools to excel in their role.

You should also take advantage of in-person training or workshops where your front line can build sales skills and learn how to provide white-glove customer service.


Front line staff plays a vital role in shaping the client experience in the spa industry. By prioritizing the front desk staff's role in the spa business, spa management can create a positive first impression and provide clients with a memorable and enjoyable experience.

A good front desk team is critical to the success of your spa. They play a significant role in creating a positive client experience, driving revenue, streamlining operations, and managing your spa's reputation. Invest in your front desk team's training and development, and you'll see the results in happier clients, higher retention rates, and increased revenue.

Your frontline staff is the first impression of your business and usually the last person your client has contact with before they leave. These employees have a huge impact on retail sales and increasing your rebooking rate. If your staff is not trained in sales best practices, you are letting money leave out of the door. 


Do you have a front desk staff that is dropping the ball when it comes to sales and don’t feel comfortable initiating rebooking and sales conversations?


Spa Strong® is hosting a 2-day, in-person training your frontline staff NEEDS.


Go to to learn more. 

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