Front Desk Handbook

Page 1

Desk Handbook

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Useful MINDBODY Links & Guides: ● Staff Handbook - Quick reference guide for Staff Members ● How to clock in and out ● Desk Staff Handbook ● How to enroll a client into class using the sign-in sheet ● Scheduling Appointments ● How to book an appointment ● Adding Clients ● Retail Point of Sale Mindbody Handbook Quick reference guide New Desk Staff Member Learning Path: Utilize this Learning Path in combination with the Front Desk Handbook to help new staff members gain an understanding how to perform day to day tasks within the MINDBODY site. https://mindbody.exceedlms.com/student/collection/399148/path/352355

Contents

Getting Started

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Classes and

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Front Desk Handbook
Locating the Mindbody Support Center
How to add a new staff member ● Usernames and Passwords
Entering in time clock tasks ● Associating a pay rate to time clock tasks
How to clock in
How to enter in your appointment availability
How to add a client ● How to lookup a client ● How to lookup all clients ● Client detail screens Appointments
How to book an appointment ● Managing Appointment Requests
How to modify or reschedule an Appointment
How to cancel an appointment ● How to confirm an appointment
How to mark a client as arrived for their appointment
How to check out an appointment
Enrollments/Courses
How to sign a client into class ● Collecting payment for classes ● How to cancel a class reservation ● How to sign a client into an enrollment/course ● Managing waitlists Retail Point of Sale ● How to use the retail screen ● Entering discounts ● Entering Promo Codes ● How to refund or return a sale ● Resolving unpaid visits Your Schedule ● Checking your schedule ● How to use the Mindbody business app O2 Fit Nation

Locating

Mindbody

Front Desk Handbook Getting Started
the
Support Center The Mindbody Support Center is a resource that has the answers to thousands of your Mindbody Software questions There are many places in your software to locate the Help Suite ● When logged in, click on the Help button in the upper right of the screen. ● You can also click on the many icons throughout the software that will provide you with Help Suite information. How to add a new staff member 1. Click on the Home tab. 2. Select the Staff subtab. 3 Press the +Add Staff button 4. Enter the basic staff member information. 5 Click on the Add button to create your staff member O2 Fit Nation
Front Desk Handbook Usernames and Passwords 1 Click on the Home tab 2. Select the Staff subtab. 3 Choose the name of the staff member you wish to give a username 4. Locate the Staff login and Permission group box in the upper left. 5. Provide a Username and Password and select a Permission group. 6 Save your changes ● How to log in to Mindbody as a staff member? Entering in time clock tasks O2 Fit Nation
Front Desk Handbook 1. Click on the Home tab. 2. Select Manager Tools. 3 Press the Settings button 4. Choose Time Clock Tasks under Staff Settings. 5. Add a new Time Clock Task, such as Staff Meeting, Front Desk or Admin Work. 6 Click on Add New Task once you have entered the task name Associating a pay rate to time clock tasks 1. Click on the Home tab. 2 Select the Staff subtab 3. Click on a staff member name. 4 Select Class/Hourly/Commission Pay Rates at the top of the staff member's profile 5. Scroll to the bottom of the page and locate the Hourly Pay Ratessection. 6. Enter in the hourly amount this specific staff member will earn for each task. 7 Save your changes O2 Fit Nation

How to Clock In and Out

How to enter in your

availability

Front Desk Handbook
1. Using your staff member username, log into Mindbody. 2 In the upper right corner, click on the clock icon 3. Choose your location if applicable. 4 Select the specific Time Clock Task that you're clocking in for 5. Enter in notes if you wish by clicking + Add notes. 6. When you're ready to clock out, you'll once again click on the clock icon. 7 Then select Clock Out ● Users with the enabled permission can clock other people in and out. ● Here is a movie about the Time Clock feature.
appointment
1. Click on the Home tab. 2. Select the Staff subtab. 3. Click on your name. 4. At the top of your profile, click on Appointment Availability. 5. Press the +Add New Schedule button in the upper right. 6. Enter in your availability 7. Click on Add. O2 Fit Nation

How to add a client

1.

Front Desk Handbook
Click in the Search box in the upper left of your screen. 2. Select +Add New Client 3. Enter the basic client information or select the Advanced Add New Client Form. 4. Click on Create. O2 Fit Nation
Front Desk Handbook How to lookup a client 1. Click on the Search for or jump to a client box in the upper-left corner. 2. Start typing in the client's name 3. Look for the client in the search results and select her name O2 Fit Nation

How to lookup all clients (Advanced Client Lookup)

1. Click on the Search for or jump to a client box in the upper left.

2. Select Advanced Client Lookup

3. To generate a list of all clients, click on the Search button.

4. This will pull up the first 1000 clients you have in your software alphabetically

5. To find a selected group of clients, utilize the Filters in the upper left of the Lookup Client page and then click Search.

● This will display the first 1000 clients. Should you wish to see all of your clients, please use the Mailing Lists report.

Front Desk Handbook
Client detail screens O2 Fit Nation

Client

1. Click on the Search for or jump to a client box.

2. Enter the client's name and search.

3. Once the client's name is generated, click on the correct result.

4. If your Mindbody site defaults to the Client Home page in General Setup & Options, you will see this screen next.

5. If you land on the Client Info screen, you can go to the Home page by clicking on theClient Home submenu.

6. From the Client Home page you can access or view the following:

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● Booking option buttons for Classes, Appointments and/or Enrollments, depending on what your business offers

● A colored membership icon (If you hover over the colored icon, it will tell you which membership the client possesses and the valid dates of the membership.)

● A money icon that will symbolize if the client has a positive (green dollar) or negative (red dollar) account balance

● Client Info screen

1. Lookup the client.

2. From the client Home page, click on Info.

3. You also have the option to make the client info screen the default landing page for clients.

4. In the upper right, you can Collapse All, Expand All and Save your preferred view.

5. From the Info screen, you can view and edit the following:

Front Desk Handbook
Home page:
Contact Logs
Last Visit
Next Scheduled Class/Event/Appointment
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Front Desk Handbook ● Client name ● Client ID number ● Phone Number ● Address ● Email Address and Login information ● Important Stuff- Gender, Birthday, and Liability Release information ● Billing Information ● Photos ● Relationships ● Referred By ● Member Status ● History- Profile Creation Date, created by whom, and Contact Logs ● Emergency Contact Information ● Notes ● Alerts ● Sales Rep(s) ● Client Types ● Client Index ● Account Details Screen 1. Lookup the client. 2. From the Home page, click on Account Details. If you are on the client's profile, you can click on Account Details from the submenu at the top. 3. From the Account Details screen you will be able to view the following: ● Current pricing options that the client has paid for and his active dates ● Unpaid Visits ● Sessions or Visits Remaining ● Memberships ● Contracts ● Account Credits or Debits ● Purchases 1. Lookup the client. 2. From the Home page, click on Purchases. If you are on the client's profile, click on Purchases from the submenu at the top. 3. From the Purchases screen, you will be able to see the following information: ● Client Purchase History ● Sale Date ● Sale ID ● Description of item purchased ● Payment Method used ● Color ● Size ● Price ● Quantity ● Discounts Applied ● Tax ● Total Paid ● Payment Reference # ● A link to Return/Void the transaction ● Visits O2 Fit Nation

1. Look up the client.

2. Click on Visits from the client Home page or the Visits submenu option from the client info screen.

3. From the Visits screen, you will see the following information:

● Visit date

● Visit time

● Name of the appointment/class/event the client attended

● Service provider

● The visit status

● Which pricing option paid for the service

● Who made the reservation

Appointments

How to book an appointment

1. Click on the Appointments tab.

2. Click on the schedule in the column of the service provider at the time you need to book.

3. Using the Appointment sidebar, enter in the client's name.

4. Enter in the service for the client, or use the Rebook a Past Visit option.

5. Select any other information you may need in the sidebar, such as a requested service provider or room/resource.

6. Click on the Book button to book the appointment as unpaid, or click on Book & Buyto book the appointment and be taken to the retail screen or apply payment for a client with a current pricing option.

● To learn how to book multiple or recurring appointments, click here.

Front Desk Handbook
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Managing Appointment Requests

1. Click on the Appointments tab.

2. Locate the envelope icon in the lower left of the Appointment sidebar.

3. Click either Show appointment requests, to display them onto the schedule, or View all requests, to see the Manage Appointment Requests screen.

4. You can approve or deny the request directly on the schedule or the Manage Appointment Requests screen.

Front Desk Handbook
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How to modify or reschedule an Appointment

on the Appointments tab.

the specific appointment you need to modify or reschedule.

have the ability to use the calendar icon in the upper left of the appointment schedule if the appointment is on a different date.

on the specific appointment you need to adjust.

with options will be displayed next to the appointment.

what you wish to do next: Modify or Reschedule

select

, you will be taken to the Modify Appointment screen. Make the desired changes.

, the appointment box will be moved to the left. You'll need to click on the appointment box and drag it to the desired location.

Front Desk Handbook
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How to cancel an appointment

1. Click on the Appointments tab.

2. Locate the appointment you wish to cancel.

3. Click on the appointment.

4. Select Early Cancel or Late Cancel, depending on the task you wish to complete. Early Cancel will cancel the client's appointment without penalty; Late Cancel will require a form of applied payment to complete.

Front Desk Handbook
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How to confirm an appointment

1. Click on the Appointments tab.

2. Locate the client appointment.

3. Select Mark Confirmed from the pop-up.

4. If you wish to send a client a confirmation email (if enabled), you can click on Modify

5. From the Modify screen, select the Send Email Confirmation button at the top.

How to mark a client as arrived for their appointment

1. Click on the Appointments tab.

2. Locate the client appointment.

3. Click on the appointment and select Mark Arrived from the popup.

Front Desk Handbook
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How to check out an appointment

● If the client has pre-paid for the service

1. Click on the Appointments tab.

2. Locate the client appointment.

3. Click on the appointment and select Check Out from the pop-up.

4. This will apply the payment and check out the appointment.

● If the client owes for the service

1. Click on the Appointments tab.

2. Locate the client appointment.

3. Click on the appointment and select Check Out from the pop-up.

4. This action will take you to the retail screen.

5. Select the pricing option for the client's service.

6. Enter in a Tip or Gratuity if applicable.

7. Click on Add Item.

8. Select a payment method.

9. Click on Save No Receipt or Save Print Receipt to complete the sale.

● To learn more about appointments, click here

● To learn how a client can pay for another client, click here

Classes and Enrollments/Courses

How to sign a client into class

1. Click on the Classes tab.

2. Locate the day, time and class name that you would like to enter a client into.

3. Click on the Sign In (number signed in/capacity) link.

4. Enter the client's name into the search bar.

5. Click on the client's name from the search results.

6. This will enroll the client in the class.

Front Desk Handbook
O2 Fit Nation

7.

on your Class & Enrollment Options, your client may be automatically signed in, or you

have to check the box in the Signed In the column to mark the client as signed in.

you want to sign your client up for a recurring reservation, click here for more information.

Collecting payment for classes

the Class Sign-In Sheet, it will display in red if a client is signed up as unpaid.

the right of the client's reservation, click on the Buy button.

You'll be taken to the Retail screen.

The screen will prompt you to reconcile the unpaid visit by selecting a pricing option for the client.

Add the item.

Process the sale.

● You can also run the Unpaid Visits Report to locate clients who have signed up for classes as unpaid.

Click on the Reports tab.

Select the Client's left-side tab.

the Unpaid Visits Report.

the time range that you wish to search by

any other filters you wish.

Generate the report.

reconcile for the visit(s), click on the client name from the report.

be taken to the Retail screen.

the Service Category of the pricing option you'd like to purchase the product.

Choose the pricing option for the client.

Front Desk Handbook
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11. Add the item.

12. Process the sale.

How to cancel a class reservation

When canceling a class reservation, depending on your Cancellation Windows in the Class & Enrollment Options, you will see two options:

● Early Cancel

1. Click on the Classes tab.

2. Click on the Sign In the link for the class you wish to cancel a client from.

3. Press the red "X" to the left of the client's name.

4. This will early cancel the client's reservation without any penalty. If the client had made a purchase for this visit prior, the pricing option will remain in the client's account details for future use and be valid for its set duration.

● Late Cancel

1. Click on the Classes tab.

2. Press the Sign In the link for the class you wish to late cancel a client from.

3. Check the box in the Late Cancel column

4. This will cancel the client's reservation with a penalty. If the client had not previously paid, he will show as owing/unpaid and you will need to collect payment (or a fee if your business has a policy like this in place). If the client had prepaid or had a pricing option with multiple sessions (like a 5 pack or 5-class card) the session will be deducted and no longer be available for use.

Front Desk Handbook
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How to sign a client into an enrollment/course

1. Click on the Enrollments tab.

2. Locate the enrollment that you wish to sign the client into.

3. Click on the Enroll a Client button.

4. Enter the client's name into the Search bar

5. Once you have selected the client, determine her reservation dates (if you have open enrollment selected) or register from that date forward.

6. Click on Enroll if the client has a valid pricing option or if you wish to go to the Retail screen; click on Enroll as Unpaid if you want the client to pay at a later time.

Managing waitlists

1. Click on the Sign In link next to the to class you wish to view.

2. If a client has been placed on the waitlist, her name will show at the bottom of the WAITLIST section.

3. If an enrolled client early cancels from the class, the waitlisted client will be added to the sign-in sheet automatically by the software.

4. You can also add this client to class manually by clicking on the Add to a class button or you can allow the software to do it automatically. There are specific parameters in which the software will add a client to the class:

● The Waitlist Lock Window must not have passed.

● The Cancellation Window must not have passed.

Learn about waitlists here.

Front Desk Handbook
Retail Point of Sale O2 Fit Nation

How to use the retail screen

1. Click on the Retail tab.

2. Enter the client's name into the search bar. (If you are selling a service, you will need to enter a client name. If you are just selling a product or gift card, you may select Walk-In Sale.)

3. Once the client is selected, her name will appear in the upper left of the Ticket

4. On the right side, select the item you wish to sell to the client.

5. Click on the Add Item button to move the item to the Ticket side.

6. Select the Payment Method that the client is using.

7. Process the sale by clicking on Save Print Receipt or Save No Receipt.

● If you wish to save this as an Open Ticket instead of processing the sale, please read about Open Ticket Management here.

● If you would like to learn how one client can pay for another client, please click here

● To learn how to sell and redeem gift cards, click here

● If clients would like to share pricing options (passes/class cards/punch cards), please click here.

Entering discounts

1. Click on the Retail tab.

2. Enter the client name into the search bar.

3. On the right side of the screen, select the item for the client.

4. Once selected, a Discount option will be present. (If you are not able to see this option, you do not have the staff permission to give discounts.)

5. Use the drop-down to choose either Percent or Amount

6. Enter in the discount you wish to apply.

7. Press the Add Item button.

Front Desk Handbook
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8. Select the payment method the client is using.

9. Process the sale.

Entering Promo Codes

1. Click on the Retail tab.

2. Enter in the client name.

3. Select the item the client wishes to purchase.

4. Press the Add Item button to bring the item to the Ticket side.

5. On the Ticket side, you'll see a Promotion Code box with an apply button (if you have promo codes setup in your software).

6. Enter the promo code into the box and click the Apply button.

7. Note that the designated amount will be removed from the price.

8. Select the payment method.

9. Process the sale.

Front Desk Handbook
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How to refund or return a sale

1. Lookup the client you need to process a void, refund or return for.

2. Go to the client's Purchases screen.

3. Click on the Sale ID to the left of the transaction you wish to alter.

4. Locate the item purchased that you wish to return.

5. Click on the [Return this item] link to the right of the Item Cost.

6. Enter in a "Reason for the return."

7. Click on Choose Refund Method

8. Select the Refund method that you want the credit to go to.

9. Confirm the Refund amount is correct. (If you want to use multiple refund methods, check the Use additional refund method? box and enter in the partial amount. You can then select a secondary Refund method.)

10. Press Save No Receipt or Save Print Receipt to complete the return.

Front Desk Handbook
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Resolving unpaid visits

From the Class Schedule:

1. Click on the Sign In the link for the class you wish to work with.

2. View the client roster and note which clients have Unpaid classes by their names.

3. Click on the Buy button on the right side of the roster.

4. Reconcile the unpaid visits.

5. Process the client's transaction.

From the Retail Point of Sale screen:

1. Enter the client's name in the search bar

2. Select the client.

3. Under services, select the service category that the client owes for

4. Select an item and Reconcile the unpaid visits.

5. Process the client's transaction.

The Unpaid Visits Report:

1. Click on the Reports tab.

2. Select Clients from the left-side tab.

3. Choose the Unpaid Visits report.

4. Enter the filters for the report you wish to enable.

5. Generate the report.

6. Click on the client name directly from the report results.

7. You'll be taken to the Retail screen.

8. Reconcile the unpaid visits.

9. Process the client's transaction.

Front Desk Handbook
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Your Schedule

Checking your schedule

There are multiple ways to check your schedule in Mindbody.

● Click on the Appointments tab and view the schedule by the service provider.

● View the Schedule Widget on your Dashboard. (Home=>Dashboard=>Schedule)

● Run the Schedule at a Glance Report.

● Sync your Mindbody schedule with Google Calendar to view your schedule through Google. This is one way to communicate between Mindbody and your Google Calendar. Mindbody can only send information to Google; it cannot import information from Google Calendar.

How to use the Mindbody business app

● Click here to learn how on your mobile device.

Front Desk Handbook
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