Software & Tools — Zenoti 101

Your 30-day schedule is visible in Sling. You can:

• View your scheduled shifts for the next month
• Pick up open shifts posted by management
• Trade shifts with another associate (requires manager notification)
• See real-time updates to the schedule

Pro Tip: Check your schedule regularly — shifts can change, and open shifts for extra hours are posted frequently.

You must clock in and out for EVERY shift and EVERY break. This is critical for accurate payroll and time tracking.

• Clock in when you arrive, before your first appointment
• Clock out for break (Sling will auto-adjust if you forget — unless you add a note)
• Clock back in after break
• Clock out when your shift ends

If you miss a clock in/out:

• Add a note on your scheduled shift in Sling the same day
• Notify your manager immediately
• Include the time you should have clocked in/out and reason

Missing clock entries without a note will require manager follow-up and may affect your paycheck.

Planned Time Off: Submit requests via Sling at least 4 weeks in advance. Include your reason and the dates you need off.

• Requests are reviewed by management
• You'll receive confirmation within 48 hours
• Check Module 6 for blackout dates when time off is rarely approved

Unplanned Call-Offs: If you need to call out, you must notify ALL management via text at least 4 hours before your shift starts.

• Don't rely on messaging through Sling alone
• Direct text to your manager is required
• Repeated late call-offs may affect scheduling

Think of Sling's message board as your team chatroom. It's where we stay connected, share announcements, and collaborate.

• Company Announcements: Important updates about events, policies, or closures
• Department-Specific Content: Therapists, guides, and specialists have their own channels
• 1-on-1 Chats: Private messages with managers and teammates
• Celebration Posts: Birthdays, work anniversaries, and team wins

Turn on notifications so you don't miss important messages. Check Sling daily, especially before your shift starts.

Before diving into Zenoti, set yourself up for success:

• Download the Zenoti app on your phone for quick access during your shift
• Log in with your PALOMA credentials (provided by management)
• Familiarize yourself with the main dashboard — this is your home base
• Watch the Zenoti training videos provided by your manager

Videos to Watch: Get Started: Front Desk Operations, Zenoti Basic: Daily Operations, Get Started: Group Appointments, and Get Started: Invoice & Cash Management are all available through Zenoti's learning center.

The appointment book shows all scheduled services. Here's how to read it:

• Appointment Type & Color: Each service type has a distinct color (massage, facial, sauna, etc.). Icons show service specialty.
• Green Bars: Indicate a loyal guest — high priority to protect during call-offs. These repeat clients are the backbone of our business.
• Pink Bars: Indicate certain guest status markers (gift card balance, membership, etc.)
• Icons: Show group appointments, specialty add-ons, or enhancements

How to View a Job Card: Right-click the appointment → Print → Cancel out of printing → You can now view the job card on screen. The job card shows all guest preferences, notes, and service details.

A guest's profile contains valuable information about their history and preferences:

• Appointment History: All past and future appointments with PALOMA
• Product Purchase History: Retail purchases to inform upselling and gifting
• Appointment Notes: Therapist notes from prior services (preferences, pressure, modalities)
• Profile Pop-Up Notes: Red flags, allergies, or important requests visible at a glance
• Transition Services: Flag if a guest is receiving multiple treatments back-to-back (may need robe/bag provided)

Group Appointments: Look for the group icon — these require coordination and may have special notes about setup or group preferences.

The check-in and check-out process ensures all formalities are complete and payment is processed:

• Check-In Process: Confirm guest has completed intake forms, answer any questions, verify spelling of name and phone number
• Once Forms Complete: Click "Check In" in Zenoti when guest is ready to go to treatment room
• Check-Out Process: After service, process payment (cash, card, gift card, or package)
• Collect Tips & Gratuities: Ask about tip preference (add to card or separate), and log cash tips
• Confirm Rebook: Ask if guest would like to book their next appointment before they leave

Never rush this process — it's the final touchpoint and directly impacts guest satisfaction and retention.

Intake forms are required for certain services and protect both guest and therapist:

• Which Services Need Forms: Massage, facials, body treatments, infrared sauna, lymphatic services — check the appointment in Zenoti
• How to Identify: Look for the form icon on the appointment
• Communicating with Guests: Greet guests and say, "We have a quick online form for you to complete before your service. It helps our therapist understand your needs and any health considerations."
• Incomplete Forms: If a form isn't complete, ask the guest to finish it before check-in. Gently say, "We just need you to answer a couple more questions to make sure our therapist can give you the best service."

If a guest shares any concerns or complaints, document them in Zenoti immediately:

• How to Log: Go to guest profile → Add note with date and specifics of issue
• What to Document: Guest's exact words, your response, and any resolution offered
• Examples: Therapist was late, pressure was too deep, room was cold, guest dissatisfied with results
• Management Follow-Up: Management reviews these notes and follows up with guests and staff

Script: "Thank you for letting me know. Your feedback helps us improve. I'm going to note this and make sure our manager follows up with you."

Discounts and fee waivers have clear boundaries. Only managers can approve discounts on invoices.

What Experience Guides CAN Do (In Bounds):

• Note guest feedback in appointment (so therapist can address next time)
• Offer mindful moment gifts (small crystals from the kit)
• Offer beverages (kombucha, champagne, CBD gummies)
• Offer a free infrared sauna session
• Prorate first lymphatic package visit if guest returns and purchases package

What You CANNOT Do (Out of Bounds):

• Waive late cancellation or no-show fees
• Discount services on invoice
• Give retail products as compensation
• Move an appointment without manager approval

If Guest Pushes Back on Late Cancellation Fee:

"I do not have the authorization to waive this fee. This policy is in place to support our Therapists for their missed time and wages. I am happy to pass your information to my Manager, and they can follow up with you about reversing the charge."