Checklist template

Front desk and booking operations for salon chains

A ready-to-use checklist with 118 items in 6 sections, covering Greeting, Booking, Walk-in management, Wait area, Checkout, Rebooking. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 118 Items
  • 102 Yes / No checks
  • 6 Scored ratings
  • 132 Points

Use this template How audits work

1. Greeting 21 items

  1. The front desk was staffed at the posted opening time Yes / No 1 pt
  2. The front desk was not left unattended during the visit Yes / No 1 pt
  3. A client entering was greeted within 30 seconds with eye contact Yes / No 1 pt
  4. The client was checked in on the system on arrival so the stylist was notified Yes / No 1 pt
  5. The receptionist confirmed the service booked and the stylist's name at check-in Yes / No 1 pt
  6. A new client completed a profile with phone number and email Yes / No 1 pt
  7. A new client was asked for consent to reminders and marketing messages Yes / No 1 pt
  8. A new client was shown where the restroom and the shampoo area are Yes / No 1 pt
  9. The client's coat was taken or a gown offered Yes / No 1 pt
  10. A beverage was offered Yes / No 1 pt
  11. A client whose stylist was running late was told the expected delay Yes / No 1 pt
  12. The stylist came to the front to collect the client Yes / No 1 pt
  13. The phone was answered within three rings with the salon name and the receptionist's name Yes / No 1 pt
  14. A client at the desk was acknowledged while the receptionist was on the phone Yes / No 1 pt
  15. Voicemail and online messages left overnight were answered within the first hour of opening Yes / No 1 pt
  16. The receptionist could explain the price difference between stylist levels Yes / No 1 pt
  17. The receptionist wears the company dress code Yes / No 1 pt
  18. The receptionist wears a name badge Yes / No 1 pt
  19. The desk is free of food, drinks and personal phones Yes / No 1 pt
  20. Employees assigned to the front desk at the time of the visit Number
  21. Greeting and check-in observed Rating
    • Prompt, by name and complete 5 pts
    • Prompt but steps missed 3 pts
    • Clients left waiting unacknowledged 1 pt

2. Booking 24 items

  1. For a phone booking, the receptionist asked about hair length and thickness before choosing the time slot Yes / No 1 pt
  2. For a color booking, the receptionist asked when and how the hair was last colored Yes / No 1 pt
  3. Service times in today's book match the company timing guide for each stylist level Yes / No 1 pt
  4. A new color client was booked with the consultation or skin test lead time required by company policy Yes / No 1 pt
  5. Bookings made during another client's processing time follow the double-booking rules of the timing guide Yes / No 1 pt
  6. Each of 10 appointments checked shows the client's name, mobile number and email Yes / No 1 pt
  7. A price range was quoted when the appointment was made Yes / No 1 pt
  8. The cancellation policy was stated when the appointment was made Yes / No 1 pt
  9. A card on file or deposit was taken for the long services company policy names Yes / No 1 pt
  10. The system shows confirmation messages sent for tomorrow's appointments Yes / No 1 pt
  11. Clients who did not confirm were called the day before Yes / No 1 pt
  12. The services and prices on the online booking page match the salon menu Yes / No 1 pt
  13. Stylists' days off and vacations are blocked in the book for the next 4 weeks Yes / No 1 pt
  14. Stylists' meal breaks are blocked in today's book Yes / No 1 pt
  15. Today's book shows no stylist with two clients in the chair at the same time Yes / No 1 pt
  16. A wait list is kept for fully booked days Yes / No 1 pt
  17. Wait-listed clients were called when a cancellation freed a slot Yes / No 1 pt
  18. Cancellations are recorded with their reason Yes / No 1 pt
  19. The late cancellation fee was applied according to company policy Yes / No 1 pt
  20. When the requested stylist was unavailable, a stylist of the same level was offered Yes / No 1 pt
  21. Stylists do not move their own appointments without telling the front desk Yes / No 1 pt
  22. No-shows last week Number
  23. Share of available stylist hours booked for today (%) Number
  24. Accuracy of the appointment book Rating
    • No conflicts and complete client details 5 pts
    • Minor timing errors or missing details 3 pts
    • Conflicts or overbooking today 1 pt

3. Walk-in management 17 items

  1. Walk-ins are welcomed on the door or window sign where company policy accepts them Yes / No 1 pt
  2. A walk-in was offered the next free slot today Yes / No 1 pt
  3. Walk-ins are assigned to stylists by the company's rotation rule Yes / No 1 pt
  4. The rotation list is up to date for the current shift Yes / No 1 pt
  5. The walk-in's name was entered in the system on arrival, not on paper Yes / No 1 pt
  6. The walk-in was told the price before being seated Yes / No 1 pt
  7. The actual wait of a walk-in was within 10 minutes of the wait quoted Yes / No 1 pt
  8. A text message when the chair is ready was offered to a walk-in facing a wait Yes / No 1 pt
  9. When no slot was free, the walk-in was offered another day or a nearby salon of the chain Yes / No 1 pt
  10. Walk-ins who leave without service are recorded as turn-aways Yes / No 1 pt
  11. The receptionist could name the stylist who is next free Yes / No 1 pt
  12. No walk-in was seated ahead of a booked client who arrived on time Yes / No 1 pt
  13. Short services (fringe trim, blow-dry) are fitted into gaps in the book Yes / No 1 pt
  14. A walk-in asking for a service that needs a consultation or skin test was told why it cannot be done today Yes / No 1 pt
  15. Walk-ins served yesterday Number
  16. Walk-ins turned away yesterday Number
  17. Handling of walk-ins Rating
    • Seated quickly by the rotation, turn-aways recorded 5 pts
    • Served but rotation or records not followed 3 pts
    • Walk-ins ignored or turned away without an offer 1 pt

4. Wait area 19 items

  1. Every waiting client had a seat Yes / No 1 pt
  2. Seats are free of hair and stains Yes / No 1 pt
  3. Seat upholstery is intact Yes / No 1 pt
  4. The reception floor is free of hair clippings Yes / No 1 pt
  5. The beverage station is stocked with clean cups Yes / No 1 pt
  6. Magazines or lookbooks in the wait area are less than 3 months old Yes / No 1 pt
  7. The service menu with prices is available in the wait area Yes / No 1 pt
  8. Wi-Fi details are displayed for clients Yes / No 1 pt
  9. Clean gowns are stocked in the coat closet Yes / No 1 pt
  10. Retail shelves at reception are dusted and priced Yes / No 1 pt
  11. Promotional displays in the wait area are those of the current month Yes / No 1 pt
  12. Music is at a level that allows conversation at the desk Yes / No 1 pt
  13. The entrance mat lies flat and the front door closes fully Yes / No 1 pt
  14. The restroom check log is initialed for each hour so far today Yes / No 1 pt
  15. Business permits are displayed at reception as required by local regulation Yes / No 1 pt
  16. A client waiting more than 10 minutes past the appointment time was updated by the receptionist Yes / No 1 pt
  17. Clients waiting at the time of the visit Number
  18. Longest wait past the appointment time observed (minutes) Number
  19. Condition of the wait area Rating
    • Clean, stocked and welcoming 5 pts
    • Tidy with items missing 3 pts
    • Untidy or hair on seats and floor 1 pt

5. Checkout 19 items

  1. The stylist walked the client to the desk Yes / No 1 pt
  2. The stylist told the receptionist the services performed Yes / No 1 pt
  3. The stylist told the receptionist which products were recommended Yes / No 1 pt
  4. The receptionist listed the services to the client before charging Yes / No 1 pt
  5. The total matched the price quoted, or the extras were explained Yes / No 1 pt
  6. The receptionist asked whether the client is happy with the result Yes / No 1 pt
  7. The retail products recommended were brought to the desk and offered Yes / No 1 pt
  8. The loyalty or referral program was explained to a client not yet enrolled Yes / No 1 pt
  9. The receipt was offered in print or by email Yes / No 1 pt
  10. Checkout took 3 minutes or less from the client reaching the desk Yes / No 1 pt
  11. A second terminal was opened when two or more clients were waiting to pay Yes / No 1 pt
  12. The card terminal faces the client Yes / No 1 pt
  13. The card terminal accepts contactless payment Yes / No 1 pt
  14. The client's contact details were confirmed or updated Yes / No 1 pt
  15. A new client's answer to how the salon was found is recorded in the profile Yes / No 1 pt
  16. A complaint raised at checkout was passed to the manager before the client left Yes / No 1 pt
  17. The redo policy was explained correctly when asked Yes / No 1 pt
  18. The client was thanked by name Yes / No 1 pt
  19. Checkout experience observed Rating
    • Smooth, itemized and personal 5 pts
    • Correct but rushed or impersonal 3 pts
    • Errors or long wait to pay 1 pt

6. Rebooking 18 items

  1. The stylist's recommended return interval was passed to the front desk for the client observed Yes / No 1 pt
  2. The receptionist proposed a specific date and time for the next visit Yes / No 1 pt
  3. The next appointment was booked before the client left Yes / No 1 pt
  4. An appointment card or confirmation message was issued for the next visit Yes / No 1 pt
  5. A client who declined to rebook was offered a reminder message at the recommended interval Yes / No 1 pt
  6. Standing appointments are offered to clients who visit on a regular cycle Yes / No 1 pt
  7. Pre-booking for the holiday period is promoted from the date set by the company Yes / No 1 pt
  8. The rebooking rate of each stylist is reported weekly Yes / No 1 pt
  9. Rebooking rates are posted in the staff area Yes / No 1 pt
  10. The receptionist could state the salon's rebooking target Yes / No 1 pt
  11. Clients who have not visited in 12 weeks are contacted from the lapsed client list each month Yes / No 1 pt
  12. The share of new clients returning for a second visit is tracked Yes / No 1 pt
  13. No-show clients are contacted the same day to rebook Yes / No 1 pt
  14. Clients of a stylist who has left were reassigned and contacted Yes / No 1 pt
  15. Share of clients who rebooked before leaving last week (%) Number
  16. Name of the front desk lead Short text
  17. Overall front desk and booking operations Rating
    • Clients greeted, book accurate and rebooking offered 5 pts
    • Gaps in one of these areas 3 pts
    • Gaps in several of these areas 1 pt
  18. Corrective actions required Comments

About this template

This checklist is part of the Bindy template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In Bindy you can add photos, assign corrective actions, require sign-off and compare results across sites.

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