SADASHIVNAGAR ACTION TAKEN REPORT

1. Basic ops protocols compliance (RAR, SAR, HHR, Service protocols, Call protocol , Hospitality)

Audit Audit Methodology / Inputs Result % of Remarks Person Action plan

Service Call audits , OPS DBS daily 75% Daily check with all FD's on service protocol and proper documentation in Pooja ,Kavitha , OM, CM are informed to close the gaps else ,
Protocol compliance , Corporate audit, daily MMS compliance not followed. Ranga, Jesssica 2000/- deduction from outlet target achievement
compliance check Not collecting feedbacks from all clients. incentives.
Negative feedback

RAR Appointment log ( Check in , 60% Roster mapping done Lakshmi , CM to review on waitlist every day for previous day
Confirm ) , Hierarchy on-floor, Call No bookings from Waitlist. Jessica, Pooja to ensure service protocol.
backs Call backs on waitlist allocations & appointment confirmation call is not Everyday 100% call backs & booking confirmations
comprehensive. from waitlist by RAR person
Appoints for skin team are booked back to back to give 5 mins of gad and plan
lunch breaks in advance.
Feedback for next appointment is not asked.
SAR Sheet coding , Timings , SA checks , 70% Not done. Kavita, Sunitha, SAR daily 2 mentoring by OM to monitor the
Video audit 12% client check-in not done. No improvement. Pooja, Supriya, compliance of protocols. Second shift allocations to
22% client services are add after start time. No improvement. Sujatha be monitored by CM on daily basis
Job cards not coming back from therapists for billing.
SAR sheet : Free SA to be
Back to Reception, Pre appointment call coordination between SAR & RAR FD.
HHR Sheet coding , Timings , SA checks , 50% Cleanliness - Not dusted for a week. Sunitha, Stella, HHR daily 2 mentoring by OM to monitor the
Video audit for not checking all these basic protocols. Numa, Sujatha compliance of protocols. Second shift allocations to
Not taken care after 6pm. be monitored by CM on daily basis.
HK checks not performed at all - Aesthetics are not maintained as per
standards in service areas and rest rooms.
Sterilized PC/MC kits are not there at all.
Rituals thali not cleaned on time.
Sanitizer was not used by stylist and also not available for the use of client.
Stylist engagement - should convenience client to buy the product by
analysing their need.
Call protocol ACE Dashboard - Skin & Salon 40% 1. Introduction. Jesecia, Weekly call protocol role-play's. Corporate training
retention calls / Implement all 2. Preferred SA & Alternative slot Lakshmi, Pooja, with Swati Kumar.
3. Contact details request
conversions to bookings Stella, Sunitha
4. Ask for appointment
5. service line understanding
6. Alternative service & Alternative slot availability.
7.Contact details request
8. Upsell / Crossell of buddy services.
9. Fundamentals explanations
10. See off.
11. Offers, membership and T&C
12. Hold protocol
Hospitality Video audits for previous day's / 90% No refreshment offered or asked to the client. Stella , Kavita, Need consistent OM connect with Clients to know
Current day / Mystery shopper Sharon concerns on their needs been taken care well on
random basis to validate the hospitality.

2. Cross functional connect (MON - THU FAD)

4. Culture

5. Revenue target Vs. Achieved