Manager Training

Leading the house

The operational backbone, team leadership and systems knowledge you need to lead every shift with clarity, confidence and intention.

Manager Training is five guides, for managers only. Work through them in order, then come back to each one as a reference.

The five guides

Three principles that guide every shift

What is the Manager on Duty?

At PALOMA, the Manager on Duty (MOD) is a leadership role assigned during operating hours. The MOD makes sure every touchpoint of the guest and associate experience reflects our brand standards, values and excellence.

Why the MOD matters

Ground rules

Rule 2. Know where everyone is. You are expected to know the whereabouts and status of every associate during your shift: who is on break, who is with guests, and who may need support.

Rule 4. Accountability for everything. As MOD, you are accountable for everything happening in the building during your segment. That doesn't mean doing everything. It means owning outcomes, mobilising the right people and resolving issues swiftly. Lead with integrity, take initiative, and always close the loop.

MOD shift schedule

The MOD shift structure sets out leadership coverage for every day of the week, so a Manager on Duty is present during the key operating windows.

Master task list: AM (8:30–9:30am)

The MOD Master Task List lives in Sling and sets out the essential responsibilities for each shift. Review it at the start of your shift and check items off as you complete them. Think of it as your real-time roadmap for leading the day.

Master task list: midday (check-ins at 1:00 and 3:00)

The minimum number of guests for a Dome class to run (2 here; 4 in the Dome guide). PALOMA is confirming this. Ask the founders.

Master task list: PM

MOD close-out and hand-off

Pass the torch to the next MOD.

Questions new MODs ask

When do I step in, and when do I step back? Great MODs read the moment. Step in when the energy feels off, a guest needs support, or an associate seems overwhelmed. Step back when things are flowing, but stay observant. Leadership doesn't always mean action; often it means presence. Avoid all department tasks during MOD shifts.

What if someone challenges my direction? Stay grounded and respond with clarity and kindness. If the issue continues, loop in your manager. Remember the power of why.

What if a seasoned associate goes to a peer to solve a problem? Don't take it personally. Ask yourself: is the peer more familiar with the issue? Is there a pattern of bypassing leadership, or is it a one-off? Then gently reinforce your role. Keep your tone warm, not defensive. The goal is not control; it's trust and clarity.

How do I manage the floor if I'm pulled in several directions? Prioritise visibility. Stay in open spaces — front desk, retail, vestibule — and delegate where it fits. You don't need to solve everything alone; make sure the right things get addressed, and follow up afterwards.

What if I don't know the answer to a guest's or associate's question? Own the question, then follow through. As MOD you're not expected to know everything, but you are expected to close loops quickly.

What does "the emotional energy of the space" mean? It's the overall vibe of the building: how people feel, how guests are moving through the space, the tone in the break room, the level of ease or tension. You'll feel it if you're present and paying attention. If it feels off, it probably is.

I'm nervous about giving feedback in the moment. How should I do it? Keep it light and direct. Your tone matters more than your words — lead with kindness, not critique.

What if I feel overwhelmed during my shift? Step into the break room for 2 minutes. Breathe. Reset. Then ask yourself: "What matters most right now?" That question will help you focus and simplify your next move. Don't hesitate to ask another leader for support.

What if there's tension or an emotional situation? Stay calm, grounded and present. Listen more than you speak. If it's appropriate, take the person aside privately: offer support, ask clarifying questions, and involve another leader if needed. If it's a guest issue, follow the rhythm: listen, empathise, resolve, follow up.

What do I do if associates are standing around? Redirect with purpose and clarity, and keep associates engaged in brand-aligned, purposeful tasks.

The rhythm of the day

Your day has a rhythm. The structure below takes you through every phase — from the opening figure-8 walk to the closing handover — so every shift starts and ends with intention.

Morning

When the opening walk starts: the MOD schedule starts the Morning MOD at 8:30 or 9:00. PALOMA is confirming this. Ask the founders.

Midday

Closing

Every week

These recurring tasks happen every week and are the backbone of consistent, well-run operations.

Book scrub, 3 weeks out. Look for several therapists absent on the same day, and floating appointments that need to be re-anchored. Use Sling and Zenoti side by side for the most accurate picture.

Consumable run: every Thursday.

Bank run: weekly. Your manager will walk you through this.

Daily Playbooks, 1 week out. Prepare and share the playbooks for the coming week. Organise the shipping container as part of this prep.

Monday leadership meeting. A weekly meeting with the founders. Agenda: review End of Day summaries and set the monthly retail focus.

Wednesday Dome project day. Wednesday mornings are for Dome projects and planning. Protect this time on your calendar.

Every month

Once a year (spring)

Once a year, in spring, confirm massage schedules and recurring breaks for every therapist are set 52 weeks ahead. This prevents accidental coverage gaps for the whole year, so no therapist falls off the schedule unexpectedly.

Tools and references

These resources support your daily, weekly and monthly work. Keep them bookmarked and share them with your team as appropriate.

PALOMA's return policy

Know the policy before you process anything.

Product refunds

Enter restock quantities carefully: an opened product should never go back into inventory.

Service refunds (partial or full)

Service refunds follow a similar path to product refunds, with the option to adjust the amount for a partial refund.

Product exchanges

Use Zenoti's built-in exchange flow for like-for-like or different-product swaps.

A tip assigned to the wrong person

Use "I want to… Edit Tips" from the invoice dropdown. This avoids reopening the invoice and keeps the original close date.

Collecting a missed tip after close

If a tip was missed entirely after the invoice closed, reopen the invoice. Always record the reason.

Correcting a retail commission (Sold By)

If a retail sale was credited to the wrong employee, you can correct it without reopening the invoice.

A service upgrade missed at checkout

If a service upgrade wasn't captured at checkout, the invoice must be reopened. Use one of the two Add On services created for this:

Troubleshooting the cash drawer

The weekly bank run

The bank run keeps PALOMA's cash records accurate and the register balanced. It happens every week.

Paying for weekly consumable runs, journey and event consumables, and employee appreciation, and handing in the receipts: Your manager will walk you through this.

Why time clocks are reviewed

Reviewing time clocks makes sure the team is paid accurately and labor stays on plan, by checking on-time clock-ins, clock-outs and scheduled breaks. When time clocks are reviewed consistently and corrected promptly, everyone is paid correctly and leadership has a clear picture of labor costs.

Whose time clocks you review

Breaks

Check each time clock entry against the break rule. Look into anything in the DIFFERENCE column and correct it before you approve.

Reviewing time clocks, step by step

Provider schedules: every month

Provider schedules are managed at three rhythms: monthly, weekly and daily. In the first week of each month, scrub Sling for the following month.

Provider schedules: every week

Provider schedules: during the shift

Update Sling straight away for any change that happens during the shift.

Approving a pickup shift

Tracking pickup shifts and call-offs

Track pickup shifts and call-offs by filtering by position and tag in Sling's reporting view.

Coaching retail from the why

Retail is an extension of the guest's wellness journey, not a sales pitch. When the numbers aren't where they need to be, reconnect the team to the why before you adjust the tactics.

Preparing for the weekly team meeting

A great team meeting starts with you, before the team walks in. These five areas make sure every meeting begins grounded, organized and aligned.

Bring your completed notes from each area, follow-up actions from the week before, and any questions or alignment needs for the founders.

The 15% tip conversation

On floor rounds, the MOD checks in with Experience Guides about tip rates. A tip of 15% or lower may signal a service experience issue worth following up. Treat it as a coaching opportunity, not a critique.

Connection points with your team

Small, intentional moments of connection through the shift build trust and keep the team grounded. Use each one with purpose.