Operational playbooks

Use these playbooks for common workflows that involve several parts of the Backoffice. For launching a new product, use the launch checklist and the setup guide for that product type.

Run front of house

Add a walk-in booking

Open the session on the booking calendar and add the customer from there. See Add a walk-in or front-of-house booking.

Check in customers

Check customers in from the session, see Check customers in from the session.

Before check-in, check whether the customer needs:

• A completed waiver.
• Help with access instructions.
• A booking code or door code.
• A membership or punch pass applied.
• First-time visitor guidance.

Handle changes

Use the booking itself for customer-specific actions such as cancellation, refund, reschedule, or finding the booking link.

Use the session for session-specific actions such as closing capacity, messaging everyone on the session, or changing a one-off slot.

Manual gift cards

For campaign prizes, goodwill, compensation, or externally sold gift cards, see Manually issuing gift cards.

Seasonal changes and closures

Repeating changes

Use the product schedule for repeating changes, such as seasonal opening hours or a new weekly pattern. See Schedule setup.

After changing the schedule, publish the affected dates and check the customer-facing page.

One-off changes

Use live calendar edits for one-off changes, such as:

• One closed day.
• Maintenance on a single slot.
• A named session on one date.
• A capacity change for one session.
• A special event.

Do not change the whole product template for one exception. See Edit one slot.

Existing bookings

Changing capacity, closing a session, or changing the schedule does not automatically solve existing customer bookings.

If customers are already booked, decide whether to:

• Keep the booking.
• Move the booking.
• Cancel and refund.
• Cancel and issue credit.
• Message the customers.

Routine checks

Daily

• Check today’s calendar.
• Review capacity and first sessions.
• Check alerts.
• Check walk-ins or reservations.
• Confirm staff can access the right products.

Weekly

• Review upcoming sessions.
• Check closed days and special hours.
• Review failed subscription payments.
• Review refund cases.
• Check high-demand sessions and waitlists.

Monthly

• Download reports, see Reporting.
• Reconcile payouts, see Provider reports and payouts.
• Review gift card and punch pass balances.
• Review membership growth and cancellations.
• Check products that need seasonal updates.