NATURES ELITE

Standard Operating Procedure Hair & Spa

 Standard Operating Procedure
Date:12-feb-2021

DEPARTMENT HIERARCHY

Director -&gt

Manager -&gt

Asst Manager -&gt

Barbers Receptionist Beauticians

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 Standard Operating Procedure
Date:12-feb-2021

Task Procedure
Service Timings  Open on 7 days a week
 Recommended business hours are 6 am - 10 pm. Opening hours of the staff will be 15 minutes
before the working hours so that suitable cleaning operation may be undertaken.
 Employee wearing a complete uniform and well presented.
 Staff to be ready in their uniform while attending the Natures Elite.
 Staff is to complete the task on hand, including the service being done for any particular.
 Customer, to the satisfaction of the customer, before leaving the work place.

Person Responsible  Reception desk neat and clean in appearance spotless.

 Keep the work area neat and clean spotless.
 The principal - coordinator, the person responsible for day to day operations of the health spa
is the Manager.
 The hostess or the receptionist will function as the coordinator during the Manager's absence, and
account for all the functioning of the spa on his return. (One other person to be identified other
than the hostess in her absence.)
 Did the employee as certain the guest’s room number and use his / her name thereafter.

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 Standard Operating Procedure
Date:12-feb-2021

Task Procedure
Appointment booking
 Appointment can be booked by: Phone, or online.
 The hostess should make the bookings, and provide information of the services rendered at the
spa.
 The greeting given to the hostess should be: "Thank you for calling Natures Elite
• “(wait for customer response) then says how I may help you. The greeting is to be at a leisurely
peace and must not be rushed through.
 Information on treatments rates, timing available conveniently by receptionist.
 Note the name and number of the caller.
 Check if the customer has being to the spa before.
 Note the services he/she would like to have.
 Check time preference.
 Was the guest greeted in a warm and friendly maintain an utmost degree of courtesy and
politeness while dealing with guest.
Customer Entry  Did the Employee offered a service broacher may if applicable?
When the customer enters the spa every staff Should direct their attention. Which includes the hostess
also, and any other staff sitting in the reception. And enter their name at the guest attendance
register when he/she opts for any services from the Natures Elite.

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 Standard Operating Procedure
Date:12-feb-2021

Task Procedure
 Appropriate music.
 Relaxation music should be on during the operation timings.
Greeting by Hostess  Was there a designated receptionist upon arrival?
Hostess on duty to receive and greet every guest first. If the hostess is busy on phone she must
excuse herself for a second acknowledge the presence of the new customer and tell that she will
attend as soon as the call is over. If there is another staff member in the reception area when the new
customer walks in and the hostess is not at the seat, it is the duty of the staff member to wish the
customer.
 Ambience of reception is reflective of the facility. Banners and tent cards to be placed?
 Employee speaks clear and understandable English. All staff should speak in English in Guest
areas.
 Was the guest offered a facility orientation? Clear Explanation about the services rendered at the
spa.
 Greetings must be accompanied with smile. Greeting must be offered at physical proximity to the
customer by walking up to the customer and standing at a comfortable distance.

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Hospitality and business building
While waiting
During Service
Task
Billing and Cash Handling
Post billing procedures.
Standard Operating Procedure
Date:12-feb-2021
 In this business where a customer is in close proximity of the staff for a long stretch of time being
hospitable and friendly will go a long way
 In building lasting relationship that will benefit the business in the long run?
 Offer him/her a seat
 Offer him/her magazines to read. Try and attract the customer's attention to any new or latest
promotions or offer that is prevailing.
 Make polite conversation with the customer.
 Did the employees indulge in excessive or personal that?
 The staff to try to talk to the customer only if he/ she seem willing to do so conversion should be
related to service. Avoid discussing non service related topics. Personal conversation gossip should
not be pursued by the staff.
 Any reports made by the customer against any staff of gossiping/maligning other staff will be viewed
very seriously.
Procedure
 The nature elite are expected to handle both cash and credit card payment options. It is advisable
not to provide credit to the customers.
 All accessories required to receive a credit card payment to be kept handy and updated at all times.
 The hostess should ideally be the person to raise the bill on receiving the job take from the beauty
parlor and the therapy centre for the service and should mention the amount verbally to the customer
while handing over the bill.
 All payment received by thanking the customer and change given by remaining him/her to check the
same.
 Staff thanks the guest for the visit and remarks will be pleasure to see you again.
 To check with the customer if he/she would like to give next appointment now at the time to
departure from the nature elite.
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 Standard Operating Procedure
Date:12-feb-2021

Task Procedure

 Send off the customer with a cheerful "HOPE TO SEE YOU AGAIN SOON".

Complaint Handling  Customer complaint to be personally handled by the Manager. And the same to be discussed with
General Manager.

Types of complaints.  Service complaint.

 Customer complains about quality of service or materials or operator.
 Extent of complaint could be ranging from mild to serious. Serious complaint could be one where
customer is visibly upset to a very great extent and or any tangible sign is visible on his/her such as
cut, inflammation, swelling etc.
 Cleanliness complaint.
 If any customer complains about the cleanliness/ hygiene of our nature elite /staff/equipment it is a
matter of great concern to us. It falls in the category of serious complaint irrespective of the
 Customer views it seriously or not other complaint.
How to handle complaints.  Our philosophy of complaint is that "THE CUSTOMER IS ALWAYS RIGHT" even he/ she is wrong.
The staff to be aware of this philosophy at all times and must never take stances that are different
from this.
 In general the club manager speaks to the customer to a private place and makes arrangements to
record down the complaints verbally provided. This show the customers that we are serious about
what he/she has to say and also it becomes an indisputable record of the incident.

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 Standard Operating Procedure
Date:12-feb-2021

Task Procedure

Complaints explanation.  Manager to allow the customer to finish explaining his/her complaint before commenting.
 Full understanding the complaint to be achieve, ask questions, copiously to get more information
from the customer.
 Than try to explain the spa's point of view politely.
 To gently try to pacify the customer and apologize for the shortcomings.
 Must never argue or refute the claims of the customer, instead should be understanding and
sympathetic.
 In situations that warrant it, club manager should at his discretion offer a makeup service to pacify
the customer. Such situation could be one where unless compensated the customer is likely to
discontinue his/her patronage.
 Interface must end with the customer feeling satisfied that his/her complaint has been heart and
satisfactory action has being taken at our end.
 In the event that the customer is not satisfied at the end of interaction, then somebody senior to the
organization will personally contact and will purchase, including the promotional items.

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 Standard Operating Procedure
Job Title Job Description
1. Hair care This job description describes the
consultation skills, knowledge and attitude
requirements in hair care
consultation. Its work is to give
proper and adequate advice on the
care and treatment of their hair.
The person who is performer in hair
care consultation shall be able to
provide hair treatment advice, care
advice and hair products advice.
The outcome of this competency is to
enable client’s hair care consultation
to be a valuable contributing factor in
the maintenance of quality hair, looks
and condition in compliance with
hairdressing standard practice.
Date:12-feb-2021
Job Work Activities
1. Provide hair treatment advice
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Performance Criteria
 Client received and greeted in accordance
with reception duty requirements.
 Client’s hair and scalp requirements
determined in advising client’s hair
treatment.
 Hair and scalp analysis
requirements.
 Hair and scalp maintenance product &
services recommended in selected hair
treatment service.
 Tools, equipment and materials prepared
in accordance with client’s treatment
advice procedures.
 Consultation hair treatment advice to
clients prepared and recorded in
accordance with salon administration
procedures.
 Hair treatment advice activities.
 Arranged in accordance with hair care
service consultation procedures.
 Standard Operating Procedure
Date:12-feb-2021

Job Title Job Description Job Work Activities Performance Criteria

2. Provide home care advice.  Client received and greeted in accordance

with reception duty requirements.
 Client’s requirements and hair & scalp
condition.
 Determined in planning client’s home hair
care.
 Home care product
recommended in accordance
with client’s home hair care
maintenance plan.

3. Provide hair products advice.  Client received and greeted in accordance

with reception duty requirements.
 Hair products usage explained in
accordance with manufacturing
specification.
 Hair products application method
explained in accordance with
product’s features.
 Hair quality growth advice provided in
accordance with client’s healthy hair
care procedures.

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 Standard Operating Procedure
Job Title Job Description
2. Hair Shampooing. This job description describes the
skills, knowledge and attitude
requirements in hair shampooing.Its
work to maintain hair cleanliness,
condition and relaxation of clients.
The person who is performer in hair
shampooing shall be able to identify
client’s hair shampooing needs,
analyze hair and scalp condition,
prepare shampooing and
conditioning requirements, carry out
hair shampooing, hair conditioning
and hair drying.
The outcome of this competency is to
enable hair shampooing to be a
valuable factor in appearance
grooming in compliance with the
hairdressing standard practice.
Date:12-feb-2021
Job Work Activities Performance Criteria
 Identify client’s hair shampooing  Client received and greeted in accordance
needs. with reception duty requirements.
 Client’s treatment objective determined in
accordance with hair shampooing plan.
 Client’s profile determined in before hair
shampooing selection.
 Shampooing products & procedures
determined in relation to hair
shampooing resources.
 Analyze hair and scalp condition.  Hair and scalp condition determined in
selecting method of hair shampooing and
types of product.
 Hair shampoo/conditioning procedure
confirmed.
 Shampooing/conditioning products
suitability confirmed in accordance to
types of hair.
 Shampooing and conditioning product
 Prepare hair shampooing and selected.
conditioning requirement.
 Shampooing tools and equipment
arranged in accordance with hair
shampooing procedures.
 Client’s treatment place set- ready in
accordance with Client’s treatment
comfort conditions.
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 Standard Operating Procedure
Date:12-feb-2021
Job Title Job Description Job Work Activities
 Carry out hair shampooing
 Carry out hair conditioning
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Performance Criteria
 Client’s protective clothing arranged in
accordance with client’s hair shampooing
treatment safety and hygiene conditions.
 Client’s hair wetting executed.
 Client’s hair brushed.
 Type of shampoo applied in accordance
with client’s hair & scalp conditions.
 Suitable amount shampoo applied to
prevent client’s hair damages.
 Lather created in accordance with hair
shampooing technique.
 Hair massage technique applied.
 Hair rinsed in accordance with hair rinse
movement technique.
 Type of conditioning applied in
accordance with client’s hair type’s
Suitable amount of conditioners applied.
 Hair rinsed in accordance with correct
rinsing technique.
 Standard Operating Procedure
Job Title Job Description
3. Hair styling This job description describes the
skills, knowledge and attitude
requirements in hair styling. Its work
to produce desired hair style.
The person who is performer in hair
styling shall be able to identify
customer needs, dry hair naturally,
blow dry hair straight and with curl &
wave, braid and carry out hair up
style
The outcome of this competency is to
enable client’s hair styling to be the
finished look in compliance with the
hair dressing standard of practice
Date:12-feb-2021
Job Work Activities Performance Criteria
 Hair wrapped with towel to dry up
client’s hair.
 Carry out hair drying.  Hair combed to remove tangling in
accordance with hair shampooing
finishing procedures.
 Client wet hair towel-dried in accordance
with hair towel- dry technique.
 Hair styled in accordance with client’s
requirements.
 Identify client’s need.  Client received and greeted in accordance
with reception duty requirements.
 Clients needs and hair design determined
in accordance with hair natural drying
plan.
 Hair natural drying tools, equipment and
materials prepared in accordance with
hair natural drying roles.
 Hair damage minimized.
 Hair care procedure maintained.
 Client’s hair drying prepared following hair
drying procedure.
 Blow dry technique applied.
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Standard Operating Procedure
Date:12-feb-2021
 Analyze client’s hair & scalp
condition.
 Prepare client’s hair styling
tools, equipment and materials.
 Carry hair curl and wave
styling.
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 Client’s needs and finger drying
determined in accordance with hair finger
drying plan.
 Finger drying tools, equipment and
materials prepared in accordance with
hair finger drying roles.
 Clients finger drying prepared following
procedure.
 Finger drying technique applied.
 Twist hair in spirals.
 Client’s needs and straight hair blow
drying.
 Determined in accordance with straight
blow drying plan.
 Straight hair blow drying tools, equipment
and materials prepared in accordance with
straight blow drying roles.
 Client’s straight blow drying prepared
following procedure.
 Straight hair blow drying technique
applied.
 Client’s needs and hair curl and wave
styling selected in accordance with client’s
needs.
 Tools, equipment and materials
prepared in determining client’s hair
curl & styling resources &
preparation procedures.
 Standard Operating Procedure
Date:12-feb-2021

Job Title Job Description Job Work Performance Criteria

Activities
 Client’s hair curl & wave styling prepared
following the procedure such as hair curl
and wave styling technique applied.

 Clients needs and braiding style selected

in accordance with client’s plan.
 Tools, equipment and materials
prepared in determining client’s hair
5. Carry out braiding braiding resources preparation.
 Client’s hair braiding prepared following the
procedure.
 Client’s hair braiding technique
applied.
 Clients needs and hair up style
determined in accordance with client’s
hair service plan.

 Tools, equipment and materials prepared in

6. Carry out hair up style determining hair up styling resources
preparation.
 Clients prepared following the style
required.
 Client’s hair up style technique applied.

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 Standard Operating Procedure
Date:12-feb-2021

Job Title Job Description Job Work Performance Criteria

4. Hair & Scalp This job description describes the skills,
treatment knowledge and attitude requirements in hair
& scalp treatment. Its work promotes
maximum health & beauty of hair and scalp.
The person who is performer in hair & scalp
treatment shall be able to analyze client’s hair
& scalp condition, identify treatment
procedures, prepare tools, equipment and
materials, carry out hair and scalp treatment
The outcome of this competency is to enable
hair & scalp treatment to be a valuable
contributing factor in appearance grooming in
compliance with the hairdressing standard of
practice
Activities
 Hair & scalp treatment Product applied in
 Carry out hair accordance with treatment well-being
& scalp condition.
treatment  Hair & Scalp performance result
confirmed in accordance with client’s
treatment service value.
 Hair & scalp treatment product rinsed off
in accordance with treatment technique.
 Hair towel dried in accordance with
service requirements
Hair blow dried and styled in accordance
with treatment requirements

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 Standard Operating Procedure
Job Title Job Description
5. Hair salon This job description describes the
maintenance skills, knowledge and attitude
requirements in hair salon
maintenance. Its work to maintain
hair salon cleanliness, workplace
safety, proper waste disposal and
equipment serviced.
The person who is performer in hair
salon maintenance shall be able to
maintain salon inventory, maintain
hair service equipment, maintain
salon safety and hygiene and
maintain salon housekeeping.
The outcome of this competency is to
enable application of hair salon
maintenance for successful hair
dressing operations value in
compliance with the cosmetology
industry code of practice
Date:12-feb-2021
Job Work Activities
 Maintain salon inventory.
 Maintain hair service equipment. 
 Maintain salon safety and
hygiene.
 Maintain salon housekeeping.
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Performance Criteria
 Salon treatment material confirmed.
 Salon inventory quantity checked in
accordance with salon centre SOP.
 Salon inventory conformity reviewed in
accordance with salon centre SOP.
 Hair services tools and equipment
confirmed in accordance with salon centre
SOP.
Hair services equipment functionality
checked in accordance with salon centre
SOP.
 Hair services equipment serviced in
determining functionality of devices.
 First aid maintained in accordance
with OSHA requirements.
 Fire extinguisher validity confirmed in
accordance with OSHA requirements.
 Equipment safety compliance checked in
accordance with OSHA requirements.
 Waste product and materials disposal
procedures followed in accordance with
3R waste managing procedures.
 Workplace cleanliness up kept Tools and
equipment sterilized in accordance with
salon centre safety & hygiene policy.
 Standard Operating Procedure
Job Title Job Description
6. Hair salon product This job description describes the
retailing skills, knowledge and attitude
requirements in hair salon product
retailing. It is to promotes product
retailing and contribute to the overall
salon business volume.
The person who is performer in hair
salon product retailing shall be able
to scrutinize clients’ post-hair service
needs, access product materials and
carry out salon product retailing.
The outcome of this competency is to
provide hair salon product retailing
for appearance grooming value
complying to salon operation
standards.
Date:12-feb-2021
Job Work Activities
 Scrutinize clients’ post-hair
service needs.
 Access client’s required
products.
 Introduce product features to
client.
 Close product sale.
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Performance Criteria
 Types of post-hair service needs
determined in accordance with client’s
personal service treatment.
 Retail strategy determined in accordance
with client post- hair service needs.
 Client’s buying behavior determined in
determining retailing project roles.
 Product’s user benefit obtained in
accordance with client’s post-hair service
needs required products determined in
accordance with client’s post-hair service
needs.
 Hair service after care products
recommended in securing hair products
sales.
 Product application explained.
 Client product sales confirmation
acquired.
 Retailing sale performed in accordance
with selling technique.
 Standard Operating Procedure
Date:12-feb-2021

Facial Treatments

Manage the Salon; Perform Disinfection/Sanitization and Safety in Salon

Job Title Performance Criteria Job Work Activities

Light the salon  Make day and night effect in salon with yellow  Define different light effects especially of dark and light background.
effectively and white bulbs as required.
This specifies the skills  Illustrate intensity of light in different locations of the salon.
and knowledge  Differentiate between hues, from natural, white
required to be and yellow lights.
performer in  Describe importance of yellow spot lights and putting suitable light for
distinguishing between certain sections of the salon while imparting different services.
the different shades of  Select appropriate light bulb color where
light bulbs such as the service has to be rendered  Explain Attractive / innovative ideas to decorate salon with candles /
yellow/white spot scented candles.
lights, their direction,  Create attractive ambiance using
intensity and impact on candle/scented candles in salon.
the working
environment of the
salon.
Ventilate the salon  Demonstrate importance of cross ventilation as  Describe importance of cross ventilation in salon. Define importance
effectively This job required in the salon.
specifies the skills of fresh breathable air.
and knowledge  Prepare to design and plan cross ventilation of
required to be the salon per requirement.  Identify harmful fumes of hazardous product fumes.
performer in
ensuring a ventilated  Identify the harmful fumes of hazardous
Salon. product that causes cancer if ventilation is not
proper.

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 Standard Operating Procedure
Date:12-feb-2021

Job Title Performance Criteria Job Work Activities

Manage salon  Guide/Advise the dress code /service clothes  Describe specific clothing /dress code for the Client and worker.
dress code to the Clients and workers.
This job specifies the
 Define clothing to be given to Client according to the service.
skills and knowledge
 Explain the proper service clothes with the
required to be
Client according to the services to be  Explain storage of washed and clean clothing for Clients.
performer in rendered. e.g., hair dying apron, hair cutting
managing the dress
apron, facial gowns, waxing gown etc.
code of salon
employees and
Clients.  Present the method of proper storage for
washed clothing for Clients.

Ensure safe use of  Identify the reactions on skin that may appear  Recognize the skin reaction caused by expired products
product after the application of an expired product
This job specifies the  Describe remedies for reaction
skills and knowledge  Apply defined remedy in case of a reaction
required to be caused by the application of an expired product 
performer in checking Explain why it is important to check the expiry of products on regular
the expiry date of bases.
product and its  Read labels that indicate expiry on the product
importance

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 Standard Operating Procedure
Date:12-feb-2021

Dispose waste  Demonstrate the methods of safe disposal of  Define methods of waste disposal.
safely waste and used materials from the work place
This job specifies for Clients and workers safety.  Describe methods of disposal of hazardous material.
the skills and
knowledge required  Identify safe disposal of harmful  Explain harmful fumes contained in products, and ensure
to be performer in hazardous products. maintenance of a safe environment.
safe disposal of
waste and harmful  Explain precautions of putting masks and gloves on while disposing
materials.  Identify the products with harmful fumes, their off materials.
Reorganize work use & storage, while maintaining safe
station after environment.  Define importance of maintenance of separate waste bin for
completion of service. hazardous items.
 Demonstrate necessary precautions like
putting the mask and gloves on while  Explain the procedure of reorganizing and preparing the workstation
disposing off materials. after sterilization, for the next Client.

 Describe the method to maintain separate  Describe the importance of inventory and record
waste bin for hazardous items.

 Describe the importance of clean and clear

 Work station on completion of service and  Keeping for service clothes laundering.
reorganize work station after proper
sterilization and sanitization for the next
Client.

 Demonstrate the procedure of handing over

used linen, gowns, head bands, aprons for
washing and maintaining the record of
laundry in
 Writing.

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 Standard Operating Procedure
Date:12-feb-2021

Analyze, identify and scan different types of skin after obtaining the previous history of the client

Job Title Performance Criteria Job Work Activities

Identify skin structure  Identify the skin function as per industry standards.  Define skin anatomy and its functions.
This job specifies the  Analyze cell structure as per defined standards.  Describe parts of the cell and its structure.
skills and knowledge Identify the function of tissues, layers of the skin.
required to be
performer in  Explain importance of different types of tissues and their
understanding the skin functions within the skin.
structure and anatomy.  Recognize the dermis, epidermis and
subcutaneous.  Describe the importance of the layers of the skin:
Epidermis and Dermis subcutaneous

 Explain the glands(sweat glands, sebaceous glands)

 Define the terms of skin Protein (epidermis
 ,collagen)
Analyze skin type and  Examine the oily/acne skin conditions applying  Identify oily/acne skin, its reasons and suitable product for oily
conditions standard procedures skin

This job specifies the  Examine the dry/sensitive skin conditions applying  Describe dry/ sensitive skin, its reasons and suitable product
skills and knowledge
standard procedures
required to be
performer in analyzing  Define combination skin, its reasons and suitable
skin types and  Examine the combination skin condition applying product
conditions standard procedures
 Illustrate ageing process, its remedies and suitable product.
 Examine mature skin conditions applying standard
procedures

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Job Title
Identify problem areas of skin
This job specifies the skills and knowledge
required to be performer in identifying
problematic areas of skin.
Conduct deep analysis of problem
areas of skin
This job specifies the skills and knowledge
required to be performer in scanning the
problematic areas for a deeper analysis
with skin scanner if needed
Standard Operating Procedure
Date:12-feb-2021
Performance Criteria Job Work Activities
 Analyze the skin diseases (pigmentation, wrinkle,  Describe reason of pigmentation .wrinkle,
acne, scar, fungal, freckle, eye circle, ageing etc,) acne, scar, fungal, freckle, eye circle, aging),
applying standard procedures. problematic skins.
 Analyze Irritants and Allergens as per defined  Identify differences between irritant and
standards allergens. Allergy may be caused by food or
product and an irritation may occur after use
 Identify rosacea applying standard procedures of a certain product.
 Describe Reason of rosacea
 Demonstrate the procedure of operating a  Explain importance of scanning machine
scanning machine and analyze the skin with the and procedure of analyzing the skin with
naked eye as well as with the help of a the help of magnifying glass and skin
magnifying glass and skin scanner machine. scanner.
 Perform cleansing of the skin before analysis and  Describe the role of cleansing before skin
scanning applying standard procedures. analysis and scanning.
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Job Title
Examine and classify complexion
This job specifies the skills and knowledge
required to be performer in Examine
complexion of skin (light /fair, normal, dark
/tan.
Explain requirements for healthy
skin
This job specifies the skills and
knowledge required to be performer in
understanding the requirement of a
healthy skin
Standard Operating Procedure
Date:12-feb-2021
Performance Criteria
 Identify, applying standard procedures, the skin
complexion and refer a suitable treatment.
 Recognize, applying standard procedures the
melanin level of the skin due to skin complexion
 Identify and provide instructions to the Client for
maintaining a healthy skin.
 Explain the harmful factors of sun rays that
effect the skin
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Job Work Activities
 Explain complexion and melanin level of
skin
 Describe skin lightening procedure to
handle tan skin
 Describe importance of balanced diet,
vitamins, minerals, fruits, vegetables, water,
etc. For healthy skin.
 Describe the effects on the skin of harmful
sun rays and smoke/dust
 Standard Operating Procedure
Date:12-feb-2021

Perform Basic Facial

Job Title Performance Criteria Job Work Activities

Prepare client for  Fill in the consultation form for each client.  Explain importance of completion of consultation form.
basic facial
 Examine the skin condition and assess type of skin; oily, dry,  Describe skin conditions (oily, dry, combination, sensitive
This job specifies combination, sensitive and aged. and aged)
the skills and
knowledge required
 Monitor infections or allergies and prepare the report. Cover  Identify infections and allergies
to be performer in
preparing the Client
the client appropriately for cleansing.  Define importance of covering the clients using (facial
for basic facial.
band, gowns, aprons & towel).
 Remove client’s Jewelry before beginning the treatment and
return upon completion  Explain importance of removal of jewelry before the
beginning of the treatment.

Select facial  Select and use appropriate product for facial as per the  Identify product for facial selection of different sun blocks/
product skin type. screen

This job specifies  Demonstrate the use of SPF level according to skin  Explain importance of SPF according to skin condition
the skills and
condition.
knowledge required
to be performer in
selecting the correct
or most suitable
product for facial as
per the skin type.
Perform facial  Explain the importance of cleansing the skin (remove the  Explain types of cleansers
cleansing makeup)

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 Standard Operating Procedure
Date:12-feb-2021

Job Title Performance Criteria Job Work Activities

  Define role of cleansing, hand movement in cleansing

This job specifies and thickness of cleanser for clearing the pores
 Perform deep cleansing remove all dirt from skin as well as
the skills and
in side skin pores applying standard procedures
knowledge required
to be performer in
performing
cleansing

Perform skin  Apply skin polishing / bleaching agent (herbal and chemical) as per standard specification and time line.
polishing
 Apply small portion of bleach / skin polish as tester to check reaction.
This job specifies
the skills and
knowledge required
to be performer in  Identify types of bleaches (powder and cream)available in market
performing skin
polish  Perform mixing of bleach in proper ratio advised by manufacturer
 Evaluate and note outcome of bleaching.

 Soothe the skin with the help of water magic hammer (icing soothing lotion/crème).

 Demonstrate the techniques of soothing the skin.

 Identify different soothing lotions according to problem.

 Explain the importance of magic hammer to sooth the skin

 Describe the techniques of soothing the skin

26
 Standard Operating Procedure
Date:12-feb-2021

Perform  Perform steaming on face as per industry  Explain the Procedure of steaming
steaming standards

This job specifies the  Analyze the correct/standard distance of  Identify the correct technique and reaction of steaming
skills and knowledge steaming
required to perform
steaming of the face.
 Monitor steaming time on different types of skin.  Explain the Importance of timing for steaming

 Operate ozone steamer as per manufacturer  Describe the procedure handling ozone steamer.
guidelines.

Perform black  Demonstrate the techniques of extracting white  Describe the techniques of removing white and black heads
head extraction • /black heads manually or by vacuum with machine / Manual (vacuum)

This job specifies the  Operate the vacuum machine and suck the white Black  Identify the reaction of black / white heads extraction by
skills and knowledge heads in right order. nose pin
required to be
performer in  Identify the reason of production of black & white heads  Explain the procedure to operate vacuum machine.
performing black/white on skin.
head extraction either  Analyze the reasons of production of black and white heads
manually or by
vacuum

 Explain the importance of toner after steaming.

 Apply toner with the help of cotton.
Perform skin
toning  Describe the correct method of toning.
 Demonstrate the correct method of toning.
This job specifies the
skills and knowledge
required to be
performer in
performing skin toning
29
 Standard Operating Procedure
Date:12-feb-2021

Job Title Performance Criteria Job Work Activities

Apply Mask  Apply mask using standard procedures  Explain the types of mask and their importance.
This job  Remove mask using standard procedures  State the application of masks on face and remove mask
specifies the properly.
skills and
knowledge
required to be
performer in
applying mask
Apply sun  Protect treated skin by applying sun block / day  Explain the technique of applying the sun block
block moisturizer using standard procedures.
 Describe the importance of sun protection from sun rays.
This job  Illustrate the importance of daily moisturize / sun block.
specifies the
skills and  Identify different types of SPF product according to
knowledge  Differentiate different SPF according to skin type. the skin
required to be
performer in  Recommend the sun block to client according to their daily  Explain the client about SPF product according to
applying sun activity. the activity
Block
Use pressure  Relax the client with pressing different pressure points 
to relax the and movements  Explain different movement and pressure points of face
client and neck
This job
specifies the
skills and
knowledge
pressure
points.

32

Perform Treatment Facial manual/ machinery (High frequency, galvanic, Vacuum, Micro Derma Braision etc.)
Job Title
Treat sensitive skin
This job specifies the skills and
knowledge required to be
performer in explaining
sensitive skin conditions
Standard Operating Procedure
Date:12-feb-2021
Performance Criteria Job Work Activities
 
 Fill the consultation form.  Define importance of completion of
consultation form.
 Examine the sensitive skin condition using
standard procedures.  Explain factors causing skin sensitiveness.
 Select suitable product for sensitive skin.  Describe the products for sensitive skin
 Examine the sensitive skin condition using  Identify products used for sensitive skin
standard procedures. remedies.
 Demonstrate from poster factors causing skin  Describe the problems of sensitive skin
problems like laser treatment or natural disposition,
weather cosmetics allergy & lack of moisturizer.
 Sate procedures and techniques of treating
 Apply the standard procedures and techniques sensitive skin by manually or using machinery
used for sensitive skin by manually or using
machinery  Describe the oily moisturizer. Important for
sensitive skin
 Identify oily moisturizer for sensitive skin
33

Job Title
performer in explaining
combination skin condition
Treat pigmentation
conditions
This job specifies the skills and
knowledge required to be
performer in performing
pigmentation treatment
Perform acne treatment
This job specifies the skills and
knowledge required to be
Standard Operating Procedure
Date:12-feb-2021
Performance Criteria Job Work Activities
 Demonstrate treatment to penetrate the oily  Explain procedure for selection of products for dry
moisturizer to maintain dry area and flakiness of and oily parts of the skin.
skin. (T-zone, checks etc.
 Identify combination skin treatment manually and  State procedure to handle combination skin.
using machinery
 Identify factors causing pigmentation (sun,  Explain the factors causing pigmentation.
pregnancy, hormones, melanin over production)
 State Preventive, protective and corrective
 Demonstrate treat meant of pigmentation treatment for pigmentation.
(progressive rather than aggressive).
 Explain the Techniques of derma brasion.
 Demonstrate standard micro derma brasion
facial treatment for pigmentation.  Examine the results of pigmentation
 Evaluate results of pigmentation using standard  Identify the factors that reduce skin blemishes.
procedures and classifications.
 Define the importance of time management
 Identify the factors that reduce skin blemishes. during facial
 Calculate the duration and time of treatment
using manufacturer’s specifications.  Identify moisturizers for different types of skin.
 Describe the Use of moisturizer with SPF. (Day-
night)
 Identify the factors causing acne and types  Explain the Causes and types of acne.
thereof.
 Analyze the symptoms of acne and analyze the  Identify the symptoms of acne anti-bacterial
facials for acne facials
34
 Standard Operating Procedure
Date:12-feb-2021

Job Title Performance

Performance
Criteria
Criteria Job Work
Job Work Activities
Activities Job Work ActivitiesJob Wor

 Describe the technique to manage the moisture level (pH) to

 Recognize the moisture level
(pH) to stop sebaceous glands
to produce access oil
 Demonstrate the procedure of
operating vacuum machine to
suck the acne
stop specious gland to produce access oil.
 Explain the procedure of operating vacuum machine to suck
the acne in right orders.
 Describe the Instructions of using of high frequency
machinery on acne skin.

 Illustrate the use of high frequency

performer in performing acne
treatment
machine on acne skin  Identify the suitable products for oily and acne skin.
 Select the Suitable products used  Explain the techniques of hygienic methods while applying
for acne (oil free and water based facial on the client.
products).
 State the remedies for acne
 Demonstrate the standard steps
of applying hygienic methods.

 Discuss remedies with client.  Identify different sun blocks with SPF for acne skin available in
market.
 Identify and describe types of sun
screen

35
 Standard Operating Procedure
Date:12-feb-2021

 Analyze reasons for occurrence of  Describe the process of aging

wrinkles.
 Recognize the treatments of anti-aging skin. (Galvanic
micro drama brasion, oxygenating facial/machine facials)
 Demonstrate treatment for anti-aging
skin.
Treat aging/wrinkled skin  Identify the Vitamins requirement for wrinkled skin.
Effectiveness of collagen & rejuvenating facial massage
 Illustrate the Use of vitamin infused
This job specifies the skills and serum, collagen serums / creams techniques.
knowledge required to be performer and rejuvenating facial massage
in performing aging / wrinkled skin techniques.
treatment  Explain the method of operating micro derma brasion.
 Demonstrate the Use of micro derma
brasion for the removal of wrinkles from
aged skin.
 Explain the procedure of glycolic facial.
 Demonstrate glycolic acid facial
treatment for anti-aging (use of direct
galvanic electrical current to introduce
water soluble substances through the
skin surface in an effort to improve
ingredient, absorption and moisture  Identify the products used for anti-aging facial.
retention).

 Illustrate the suitable products for

anti-aging facial available in market
according to salon policy

37
 Standard Operating Procedure
Date:12-feb-2021

Job Title Performance Criteria Job Work Activities

Treat sun burned skin

This job specifies the skills and
knowledge required to be performer
in explaining Sun Burned skin
 Recognize sun burned tanned skin.
 Analyze factors causing sun burned.
 Perform techniques for the
treatment of sun burned skin.
 Apply the suitable products available in
salon.
 Explain the remedies for the
treatment of sunburned skin.
 Demonstrate the Use of sun blocks.
 Advise the ways of prevention from
sun burn to the client
 Differentiate between UVA and UVB
ultra violet rays on skin.
 State the reasons of sun burned skin
 Analyze the factors causing sun burn.
Explain the outline of techniques and procedures.
 Identify the range of sunburn products available in market
according to salon policy...
 State the remedies to the client
 Explain the use of different sun block available in salon
 Describe the Precautions of sun burn. To the client
 Explain the-Reaction of UVA and UVB ultra violet light. To
the client
 Define the effects of sunburn.

 Recognize standard signs of sun  Identify the creams containing the ingredients such as menthol,
burn (redness or blisters may occur). camphor and aloevera.

 Recommend the Use of creams

containing ingredients such as
menthol, camphor and alovera on
sunburn.

40
 Standard Operating Procedure
Date:12-feb-2021

Job Title Performance

Performance
Criteria
Criteria Job Activities
Job Work Work Activities Job Work Activities
Job Work

Provide post- treatment advice

 Explain post-treatment  Explain Post Treatment and their remedies.
This job specifies the skills and knowledge adverse effects to the clients
required to be performer in providing post and their remedies.  Explain home cares measures. To the client
treatment consultation
 Provide home care advice to the
client.  Describe health and safety measures. To the client

 Demonstrate health and safety

measures to the Client.
 Define the Importance of first aid box
 Illustrates the Use of first aid box.

41

Selection, Procurement of thread and wax and the competency to perform skin Epilation
Job Title
Procure epilation products
This job specifies the skills and
knowledge required to be performer in
identifying the suitable product for
application from the market.
Standard Operating Procedure
Date:12-feb-2021
Performance Criteria Job Work Activities
 Identify the different types of wax (hot & cold) available in market.  Describe different types of wax
available in market.
 Identify the different type of threads used for the epilation
 Describe proper thread for
 Describe the method of Procuring the suitable products for epilation.
epilation available in market
 Describe products available in
 Differentiate between hot & cold wax. the market for epilation.
 Check the quality of wax.  Identify suitable hot & cold wax.
 Describe the important
 Factors for procuring wax and
thread for epilation.
42
Standard Operating Procedure
Date:12-feb-2021

43