Barre Groove Front Desk Expectations PDF

WELCOME TO THE FRONT DESK SQUAD! FRONT DESK EXPECTATIONS: The front desk staff should arrive 1hr to 30 mins PRIOR, depending on their scheduled shift Remain at the front desk before the start of class and at least the first 20 min of class (so you can accommodate late check-ins etc) When your sche...

WELCOME TO THE FRONT DESK SQUAD! FRONT DESK EXPECTATIONS: The front desk staff should arrive 1hr to 30 mins PRIOR, depending on their scheduled shift Remain at the front desk before the start of class and at least the first 20 min of class (so you can accommodate late check-ins etc) When your scheduled on shift, you are NOT allowed to take class unless approved by management Be a welcoming face to our squad as they come in for classes Responsible for monitoring class and helping out with any class related issues / assisting the instructors when needed Be prepared to answer or pass on any client questions that arise to the management BREAKDOWN OF EARNED CLASSES: For every 2 hour shift worked you get 1 FREE class ($30 value) + a bonus class for weekend shifts at the Downtown Studio. 2 hour shift = 1 FREE CLASS 4 hour shift = 2 FREE CLASSES 5 hour shift = 3 FREE CLASSES SHIFT MEANINGS: OPENING: Complete setup for both the desk and studio. You are required to arrive one hour prior to your shift. Ex. Monday-Friday Night @ DTX CROSSOVER: Set-up for both the desk and studio will already be completed. You are doubled up with another Front Desk Staff member for back to back classes. You are required to arrive 30 minutes prior to your shift, Ex. Monday-Friday Night @ DTX WEEKEND: You are shifted on Saturday or Sunday. Both the desk and studio will be set-up when you arrive, from the night before. SHIFT OPTIONS: SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY MORNING: 9AM-10:30AM Shift length: I class @lululemon MORNING: 7AM-8:30AM Shift length: 1 class @lululemon MORNING: 7AM-8:30AM Shift length: 1 class @lululemon MORNING: 7AM-8:30AM Shift length: 1 class @lululemon MORNING: 7AM-8:30AM Shift length: 1 class @lululemon MORNING: 7AM-8:30AM Shift length: 1 class @lululemon MORNING: 8:00AM-12:30PM Shift length: 4 classes @DOWNTOWN MORNING: 8:30AM-1:30PM Shift length: 4 classes @DOWNTOWN MORNING: 7AM-8:30AM Shift length: 1 class @DOWNTOWN MORNING: 7AM-8:30AM Shift length: 1 class @DOWNTOWN MORNING: 7AM-8:30AM Shift length: 1 class @DOWNTOWN MORNING: 7AM-8:30AM Shift length: 1 class @DOWNTOWN MORNING: 7AM-8:30AM Shift length: 1 class @DOWNTOWN MORNING: 9:30AM-12:00PM Shift length: 2 classes @lululemon EVENING: 4PM-6:30PM Shift length: 2 classes @lululemon AFTERNOON: 11:30AM-1:30PM Shift length: 1 class @lululemon EVENING: 3:30PM-8:30PM Shift length: 4 classes @DOWNTOWN AFTERNOON: 11:30AM-1:30PM Shift length: 1 class @lululemon EVENING: 3:30PM-8:30PM Shift length: 4 classes @DOWNTOWN AFTERNOON: 11:30AM-1:30PM Shift length: 1 class @lululemon EVENING: 3:30PM-8:30PM Shift length: 4 classes @DOWNTOWN EVENING: 4:30PM-7:30PM Shift length: 2 classes @lululemon EVENING: 3:30PM-8:30PM Shift length: 4 classes @DOWNTOWN EVENING: 4:30PM-6:30PM Shift length: 1 class @lululemon EVENING: 3:30PM-6:30PM Shift length: 2 classes @DOWNTOWN EVENING: 4:30PM-6:30PM Shift length: 1 classes @lululemon EVENING: 4:30PM-6:30PM Shift length: 2 hours @lululemon DOWNTOWN STUDIO STEP BY STEP STUDIO ADDRESS: 52 PROVINCE ST. STE 307, BOSTON, MA SHIFT: 02108 CODE TO ENTER BUILDING: 55580* LOCKBOX CODE: 0414 STUDIO SIGN: Located behind the studio door. Please put the sidewalk sign in front of the entrance doors so the entrance is easier for clients to find. At the end of each day, return the sign to the studio. The sign can NOT stay out overnight. LIGHTS TO STUDIO: Toggle on three switches located to the right of the studio door. All must be fully turned on in order for the AC/Heat to kick on. HUE APP: set the VIBE! You should be using the HUE app and set it to the pre set PINK On Demand lights. Morning classes & evening classes: adjust your lights as needed. From there you can adjust the intensity. The mood should be dim (especially when it’s bright outside) the lights should always be pink both on the mirrors and overhead. TRAMPOLINE SET-UP: The FIRST trampoline you put out should always be the instructor trampoline. Set up the instructor trampoline so it’s facing the mirrors, in the front row, centered to the room. All other trampolines should be set up around the instructor so the setup is always centered to the room. Your trampoline setup is based on the total attendance. You want to have enough trampolines for everyone registered on the class roaster + the instructor. Trampolines should always be set up in straight lines across the room (rows 1,2,3 as needed) with mirrored windows. Please follow the trampoline setup diagrams on the next slide. ALL TRAMPOLINES must be setup in the mirror (do not setup trampolines to the left outside of mirror) TRAMPOLINE DIAGRAM: 2 ROWS (WINDOWED) ROW 2 (5) ROW 1 (5) KEY: CIRCLE: Instructor Trampoline PURPLE X'S: Ideal New Client Trampolines ORANGE X'S: Late Client Trampolines TRAMPOLINE DIAGRAM: 3 ROWS (STACKED) ROW 3 (5) ROW 2 (6) ROW 1 KEY: CIRCLE: Instructor Trampoline PURPLE X'S: Ideal New Client Trampolines ORANGE X'S: Late Client Trampolines (5) FRONT / MIRROR EQUIPMENT BOUNCE & BARRE BOUNCE & BANDS BOUNCE & SCULPT Place a set of 2lb + 3lb weights on each trampoline. Weights are located on the back ledges of the studio. Place light, medium and heavy looped resistance bands on each trampoline. Bands are located in labeled bins on the equipment shelf. Place a set of 3lb + 5lb weights on each trampoline. Weights are located on the back ledges of the studio. Place a long purple band on each trampoline. They are located in the rectangular silver bin on the equipment shelf. TRAMPOLINE TWERKout No equipment needed INSTRUCTOR TRAMPOLINE HEADSET / MIC PACK: Located on the equipment shelf. BATTERIES: Microphone batteries need to be charged and replaced before the kickoff the first class so there are always CHARGED batteries in the studio pack by the closet. Make sure there are backup batteries setup in the holder before each class. MIC BELT: We have two available for use. Hangs off the eqiupment shelf TEST MIC BEFORE ANY CLENTS ARRIVE If you notice any issues, please alert managemt ASAP! WINDSCREEN CASE: it’s flu season! To minimize germ exposure, we've added individual windscreens for all the instructors. Bring the box with the name of the instructor teaching. STUDIO MAINTENANCE: CLEAN MIRRORS: You can find Windex and paper towels on the lower shelf in the closet. Please use them to clean the mirrors. CLEAN BASEBOARDS: Use Lysol wipes from next to the equipment shelf to wipe down all the baseboards in the studio. SWIFER PERIMETER OF STUDIO: In the closet, there's a Swiffer WetJet that you can use to clean the studio floors. At minimum, the perimeter must be cleaned. CLEAN/ CHANGE WATER STATION: Refill water jugs and cups as needed. Clean & organize the water station. TRASH BAGS: If both trash cans are full, use the trash bags from the lower shelf in the closet to replace them. Place the full bags by the desk for the building maintenance staff to dispose of in the morning. OPEN LOCKERS: All studio lockers MUST be opened prior to clients entering. This is so they can easily spot the available lockers. STUDIO SIGNAGE: 1. Reserved signs 2. NEW client signs: on trampolines & lockers 3. Welcome cards: on lockers 4. VIB: very important bouncer (for loyal members) 5. Milestones 6. Birthdays 7. Bounce Besties STUDIO SIGNAGE: RESERVED SIGNS: the goal is to prevent LATE clients from walking in during class and cutting through the entire room looking for their tramp / distracting the instructor and clients. Place at least 3 reserved signs on the trampolines closest to the entrance before clients enter the studio Signs should remain on the trampoline until 2 min prior to starting class You should come in 2 min prior to class starting and remove the signs You don't want to leave the signs on the trampolines once class starts because I've noticed that as people come in late, they think the trampolines are being held for somebody else. If the front desk doesn’t remove the signs, please make sure you do before starting class IF a regular client wants a reserved spot you can ABSOLUTELY move the sign to another trampoline and give them the spot they want. STUDIO SIGNAGE: NEW CLIENT: trampoline signage + lockers + cards Trampoline signage: we have created custom signs for NEW clients attending class Place a NEW client sign out for each NEW client attending your class New signage should have the NEW clients name + any additional note you want to add Place NEW clients behind the instructor in rows 2 & 3 so you can easily guide new clients through class Our goal is to make all new clients feel welcome & appreciated! Each NEW client has the potential to become a NEW loyal squad member and we want to go above and beyond to make them feel their best. NEW CLIENT CARDS: During class, you will add each NEW client’s name to the personalized card welcoming them to the squad. 10-15 minutes prior to class ending: You will go into the studio and remove the superstar sign and replace it with the note. STUDIO SIGNAGE: VIB: VERY IMPORTANT BOUNCER. Let’s make our regular members feel SPECIAL! Our regular members have become quite fond of their specific spots in class and we want to make sure they have their favorite trampoline each time they come to class RATHER than “pre booking” your trampoline online (I looked into it and it’s complicated) this is the NEXT BEST option Please check all of your “members” profiles prior to the start of class We have added specific trampoline requests on their profile Example: Joanna always likes to be directly behind the instructor in the 3rd row, so every time she’s registered for class, I reserve her trampoline. She always stays for a double, so she leaves her sign on her tramp between classes when we flip the room so she doesn’t lose her spot Please write the clients name on the VIB sign so they know it’s for them STUDIO SIGNAGE: MILESTONES & BIRTHDAYS: let’s celebrate things worth celebrating! Mindbody & Fitgrid has a feature that pulls client milestones We created special signage to acknowledge these special occasions! For milestones we are celebrating when clients have hit the following class numbers: 25, 50, 100, 150, 200, 300+ etc.! Place your milestone and birthday clients RIGHT NEXT TO THE INSTRUCTOR in the front row! STUDIO SIGNAGE: BOUNCE BESTIES: Bounce is always better with friends! Signage is used to ensure that any one coming together, is placed next to each other in class When you come across a "Friend Pass" on your roster, you'll find a note in their profile indicating who they will be coming with. Write out both of their names on the Bounce Bestie Card and place on on each of their trampolines Encourage them to take a photo with the sign and post, tag & share! SET-UP DESK: downtown studio only Place one folding desk outside in the hallway by Sam Lagrassa’s delivery door. It is placed here to allow the traffic to be away from the studio and make sure you don’t miss anyone coming in. Place BG customized logo table cloth onto the table Place the following on the main desk (as if you were sitting behind the desk): Right: Signage organizer with NEW client forms, pens & tape Middle: 2 pink pom pom’s Left: Pricing Sign Place one silver bench next to the main desk Place the other desk on the other side of the bench Place the following on the other desk (as if you were facing the desk) : Right: Pair of red, pink and black Barre Groove leggings with merch sign and 2 mannequin heads on each side Left: Private events sign with 2 cups of cotton candy on each side Place rack of merch on the other side of that desk Place the other silver bench in the divot by the men’s bathroom MINDBODY: HOW TO ACCESS & USE IT APP NEEDED: Mindbody Business https://apps.apple.com/us/app/mindbody-business/id599125654 PULLING UP CLASS: how to click into it, how to read the class format, attendee list, etc. Once you have the “Mindbody” App open, press “Schedule “ and press the correct class time / class format. Once pressed your class roster will be pulled up. Once the class roaster have been pulled up, take note of the following things: AMOUNT OF CLIENTS REGISTERED: On the schedule tab, you’ll see a number out of 29 (which is the MAX capacity of the space) The top number will be the amount of people that have booked for class. That’s how many you’ll want to set up for. GREEN STAR (Located next to their first name): They are a NEW client RED “LIABILITY” LINE (Located under their initials): Need to sign their liability waiver LIABILITY WAIVERS: LIABILITY WAIVERS: Mandatory they get signed PRIOR to class. It will show a red line that says “No Waiver” if they need to sign it. Mostly pertains to NEW clients. HOW TO HAVE CLIENTS SIGN LIABILITY WAIVER: Press the three dots on the right side of their name Then a menu will pop up, and press the LAST one that says “Sign Liability Waiver” The waiver should then pop up so hand it over to the client and they must scroll down + then PRESS “I AGREE” Then they will be asked to sign and once they do that and PRESS “NEXT” GREYED OUT CLIENTS: If you notice a client is “Grayed Out”, it is because they late canceled out of the class on their end so make sure you adjust the number for your set-up CLIENTS ALREADY CHECKED: Clients have the ability to check-in using our Barre Groove app so if they mentioned they’ve already checked in on their end, they are all set! IF THEY COME UP AS NEW BUT AREN’T: If a client comes up as new and you ask if it’s their first time coming to class but they say it isn’t - that’s ok. This happens when a client creates a new profile using a different booking platform, it makes it look like they are NEW but aren’t. Don’t have them fill out a new client form. CLASSPASS + FITSWOOP: We use 2 alternate booking platforms. You will have various clients show up to classes on those passes. They are both integrated into Mindbody so it saves you extra steps! NEW CLIENT GREETING CLIENT: PROCESS: “Hi, welcome to Barre Groove! What’s your first and last name? (look up new client and search for the GREEN STAR) (insert NEW clients first name) is this your first time at the Barre Groove studio? Welcome to Barre Groove! My name is (X), so nice to meet you! I’ll help get you sASSy & situated before class, since it’s your first class, I’m going to have you read and sign your liability form, you only have to sign this once (walk through process) Request that the new client fills out / completes a NEW client form with their updated contact info and how they heard about us! Once filled out: "Great! Let's move on to the studio. You'll find your name on both your locker and your trampoline!" THE ABOVE SCRIPT IS MANDATORY! NEW CLIENT PROCESS: STUDIO TOUR: Do your best to give tours and introductions as often as possible. Please DO NOT walk away from the desk if you have a line of people trying to check-in! Show them where the water station is, bathrooms + where they can put their personal superstar locker is! Walk NEW clients into the studio and introduce them to the instructor Bring them to their designated trampoline. Make sure they are comfortable and situated before returning to the desk. PROCESSING TRANSACTIONS DROP IN CLASS: 1. Open up Mindbody Business and on the bottom of the screen, hit the “RETAIL” tab 2. Press “NEW CLIENT” 3. Then have the client fill out ONLY the information needed in RED 4. Press “CONTINUE” once the information has been entered 5. A pop up will then appear to have them sign their liability waiver 6. Once they’ve done that, you’ll be brought to the main screen with options of various purchases 7. Press “SERVICES” 8. Press “BARRE GROOVE CLASSES” 9. Then pick the class option they’d like and it will be added to their cart 10. Press “CHECK OUT” at the bottom of the screen, then “NEXT” 11. Have the client review the cart 12. Once confirmed, the choice of payment menu will pop up 13. Press “CREDIT/DEBIT” and manually enter the CC info and press “NEXT” 14. Once added press “COMPLETE SALE” RETAIL: 1. Open up Mindbody Business and on the bottom of the screen, hit the “RETAIL” tab 2. Press “EXISTING CLIENT” AND search their name 3. Press “PRODUCTS” 4. Press “APPAREL” or search the item they are looking for 5. Press the correct item and sizing option 6. Press ”CHECK OUT” 7. Press “CHECK OUT” at the bottom of the screen, then “NEXT” 8. Have the client review the cart 9. Once confirmed, the choice of payment menu will pop up 10. Press “CREDIT/DEBIT” and manually enter the CC info and press “NEXT” 11. Once added press “COMPLETE SALE” STUDIO TRANSITIONS: very important When the instructor has finished teaching, they will announce on the microphone that they will be standing outside the door on the way out You will then be given the green light to enter the studio and start flipping the room. IF there is another instructor coming to teach, they will also come in and get situated / help flip the room As soon as everyone from the previous class has exited, the previous instructor will go back into the studio and close the door / lock it Help the front desk staff / next instructor flip the space Once the space is perfectly flipped: lockers are open, signage is out, tramps are setup, equipment is out, music is ON and you confirmed that your class list matches the setup…you can open the door and invite the next class in You will stand by the door and check clients in as they enter then move back to the desk