Cloud 9 Managers

Remote Front Desk Onboarding

3 min read

Onboarding Timeline

  • Meet & Greet with Manager
  • Sign Hiring Forms

Read Training Materials (10 hours total, completed within 2 days)

  • 1hr onboarding with Admin for interaction?
  • Having even 1 hr call with them before they continue self-studying will make them feel welcome and motivate them
  • Take Knowledge Quiz

Add to Quo & MyTime

  • Listen to call recordings on Quo

Onboarding Q&A with Angela (1.5 hour)

Agenda

  • Review Quiz
  • Review Key Policies and Procedures
  • Review How to Use Quo
  • Review How to Use MyTime
  • Address Questions or Clarification Needs

Shadow a Remote Team Member (5 days)

  • Observe real-time communication, scheduling, and client interactions
  • Begin Working Independently (start within 1 week of onboarding)
  • Manager Reviews Calls and Provides Feedback (within 1 week)

Communication Templates

Welcome

  • Hi {Name},
  • Welcome to the Cloud 9 Team! We’re so excited to have you join us! 🐧💛

Please begin by carefully reviewing our training documents {here} to start your onboarding. As you go through them, make a list of any questions or topics you’d like to discuss. Once you’ve finished, I’ll schedule a video call with you to go over our policies and any questions you may have.

The training is estimated to take about 10 hours of study time (roughly 2 days). Once complete, you’ll begin side-by-side training with {name} one of our remote team members, through the next week. You’ll then be ready to start working independently the following week.

  • You will be receiving hiring paperwork soon. In the meantime, if you have any questions, please don’t hesitate to reach out!

Copy Reference Template Into Location Team Workflowy

👩‍💻 Virtual Front Desk Reference Template

📍 Location Information

💰 Pricing refer to each location’s site for current pricing.

💬 Scripts

  • “Thank you for calling Cloud 9 Foot Spa {Location}, this is {name} speaking. How may I help you?”
  • “A 45% deposit is required to complete your booking, I am ready for the card number when you are ready.”
  • “I see that you have a card ending in 2022 on file, is this okay to use?”
  • “Would you like to save this card on file for future use?”

📞 Call Flow

  • Required to Book
    • Full Name
    • Phone Number
    • Email Address
  • Always Ask
    • Preferred Date & Time
    • Therapist Gender: Male, Female, or No Preference
    • Preferred Therapist
    • If card on file is okay to use/if they would like to save the card on file
  • Always Inform
    • A 45% deposit is required to reserve the appointment.
    • Cancellation policy: 6 business hours in advance.
    • Please bring cash for tips.

💡 Tips

  • Try to keep the call under 5 minutes.
  • It’s faster to search clients phone vs their name.
  • If the schedule looks busy, check availability before collecting client information to save time.
  • Always confirm the full booking details back to the client before ending the call.
Search