Standard Operating Procedures

Opening Procedures

Objective: To ensure the salon is guest-ready, equipment is optimized, and the team is prepared for the first appointment.

Punctuality & Shift Readiness

• Arrival: All employees must arrive at least 15 minutes prior to their first scheduled appointment or shift start time.

Salon Systems & Atmosphere

The first employee(s) on shift are responsible for:

• Power on the front desk computer, secondary display screens, and all iPads
• Activate salon music and ensure TVs play SugaWax promotional videos
• Turn on all wax and sugar heaters to reach optimal working temperature

Facility Inspection & Prep

• Perform walkthrough of lobby and front desk to ensure area is clutter-free
• Inspect assigned treatment rooms for sanitation and stock levels
• Review dashboard for missed calls or messages before first client

Mid-Shift & Routine Maintenance

Objective: To maintain a clean environment throughout the day and prevent a backlog of tasks at closing.

• Inter-Client Sanitization: Perform routine cleaning of rooms between every client
• Maintain cleanliness throughout the day to avoid delays at closing time
• Keep treatment rooms organized and stocked during shifts
• Dispose of used materials promptly and appropriately

End of Shift & Departure

Objective: To define clear expectations for post-client duties, time management, and compensation.

Post-Service Transition

• 25-minute window after final client to:
  1. Thoroughly clean and sanitize treatment room
  2. Complete assigned studio duties (laundry, trash, restocking)
• Depart promptly after completing responsibilities

Early Departure Protocol

• Contact management for authorization to leave early if final client finishes early
• Do not depart without manager approval

Overtime Policy

• Overtime pay requires pre-authorization by a manager
• Tasks exceeding 25-minute post-shift window not paid without approval

Cancellation & Late Arrival Policy

Objective: To maintain schedule integrity and compensate for lost time due to missed appointments.

Cancellation & No-Show Fees

• Standard Cancellation (24+ hours): No Charge
• Late Cancellation (<24 hours): 30% of service total
• No-Show: 50% of service total

Note: Staff cannot waive cancellation fees. Escalate emergency requests to management.

Late Arrival Protocol

• Clients arriving 10-15 minutes late may be asked to reschedule
• Options for late arrivals:
  1. Service shortened to fit remaining time (full price applies)
  2. Service rescheduled to later date
  3. Client may wait for potential opening
• Document arrival time and outcome in client profile notes

Appointment Confirmation

Objective: To minimize no-shows and late cancellations through rigorous confirmation workflow.

Confirmation Workflow

• 48-Hour Automated Reminder: Zenoti sends text 48 & 24 hours prior
• 24-Hour Manual Follow-Up: Call unconfirmed appointments
• High-Risk Appointments: Extra confirmation for appointments exceeding 1.5 hours or first-time guests
• Contact management before officially cancelling any appointment

Staff Responsibilities

• Begin manual confirmation calls at 2:00 PM daily for next day's schedule
• Assist with confirmation calls during downtime between clients
• Monitor long-duration services and high-risk clients

Membership Payments

Objective: To establish clear procedures for membership payment processing and card storage.

Accepted Payment Methods

Visa, MasterCard, Amex debit, and credit cards only.

Before Processing Payment

1. Ask client which type of card they will use: debit or credit
2. Credit Card: Inform client card will be saved for automatic monthly billing
3. Debit Card: Manually enter card information for current payment

After Payment

1. Ensure invoice is closed in the system
2. Verify card is showing under Payment Accounts in client profile
3. If not showing, manually add card information

Attendance & Sick Leave

Objective: To ensure consistent service through proactive communication regarding absences.

Mandatory Notification Method

• Call AND Text both Managers for any absence
• Voicemail alone is not sufficient
• Dual-channel contact required for both managers

Notification Timeline

• Primary Expectation: Notify evening before scheduled shift if possible
• Same-Day Notifications: Avoid except for sudden emergencies
• Early notification allows schedule adjustment and client notification

Emergency Situations

• For sudden morning illness or emergency, notify at earliest possible moment
• Emergency notifications are exceptions, not standard practice

Phone Usage & Professional Presence

Objective: To ensure professionalism and client-focused service by managing personal phone use.

Personal Device Storage

• Store personal mobile phones in staff room only
• Phones prohibited at front desk or common areas visible to clients
• No AirPods, Bluetooth headsets, or personal audio devices during work hours

Downtime & Professional Productivity

• No personal phone usage during gaps between clients
• Use downtime for:
  • Deep cleaning and organizing treatment rooms
  • Confirming next day appointments in Zenoti
  • Restocking supplies and folding laundry
  • Content creation for social media

Hygiene & Professional Presentation

Objective: To maintain a clinical, professional environment through staff grooming standards.

Uniform Standards

• Arrive in freshly laundered and pressed uniform each shift
• Consider purchasing additional uniform for consecutive shifts
• Closed-toe shoes required at all times for safety and sanitation

Personal Hygiene

• Maintain high level of personal hygiene, including deodorant use
• Light, subtle fragrance encouraged but not overwhelming
• Ensure fresh breath, especially after breaks or meals

Professional Image

• Arrive well-groomed with neat hair and clean nails
• Appearance reflects studio's sanitation standards
• Professional aesthetic aligns with SugaWax brand

Cash Handling & Security

Objective: To ensure accurate recording, secure transport, and safe storage of cash transactions.

Cash Transaction Standards

• Record every cash payment immediately on Daily Cash Sheet
• Place cash in envelope labeled with Employee's Name
• Label envelope with Date, Total Amount Received, and Invoice Amount only
• Do not include client names on envelope

Security & Chain of Custody

• Never leave cash unattended at front desk
• Maintain responsibility for cash until deposited into cash box
• Store cash securely in immediate possession or locked personal bag

The $100 Threshold

• Cash amounts over $100 must be dropped into cash box immediately
• Amounts under $100 may be kept until end of shift
• Lost or unsecured cash is employee's financial responsibility