> ## Documentation Index
> Fetch the complete documentation index at: https://docs.theroyalglow.in/llms.txt
> Use this file to discover all available pages before exploring further.

# Admin & Staff Guide

> For the salon team — the six roles and what each can do, plus daily operations from approving bookings to billing, memberships, leads, schedules, and policies.

# Admin & Staff Guide

<Info>
  **For the salon team.** This guide explains who can do what, then walks through
  the everyday tasks — bookings, payment, membership sessions, customers, the lead
  pipeline, offers, and staff schedules. The internal tool is the **admin
  portal** at `admin.theroyalglow.in` (its own subdomain — pages sit at the root,
  with no `/admin` prefix).
</Info>

This guide is for the people who run Royal Glow — the front desk, stylists and
therapists, managers, and owners. It explains who can do what, then walks
through the everyday tasks: handling bookings, taking payment, recording
membership sessions, looking after customers, working the lead pipeline, running
offers, and managing staff schedules.

## The six roles

Access is organised into six levels. Each level can do everything the one below
it can, plus more. This keeps the front desk focused and sensitive areas (like
pricing and reports) limited to the right people.

```text theme={null}
Customer  <  Staff  <  Receptionist  <  Manager  <  Owner  <  Developer
```

| Role                            | Who they are            | What they focus on                                                                      |
| ------------------------------- | ----------------------- | --------------------------------------------------------------------------------------- |
| **Customer**                    | The end user.           | Booking and managing their own appointments — no admin access at all.                   |
| **Staff** (Stylist / Therapist) | Performs services.      | Their own appointments and their own leave. Nothing else.                               |
| **Receptionist**                | The front desk.         | The daily engine — bookings, billing, memberships, CRM, leads, leave approvals.         |
| **Manager**                     | Operations lead.        | Everything reception does, plus prices, services, offers, reports, staff, and settings. |
| **Owner**                       | The business owner.     | Everything a manager does, plus managing user accounts and branches.                    |
| **Developer**                   | Maintains the software. | Full access, plus integrations and system logs.                                         |

### What each role can access

This matrix is the quick answer to "can this person do that?" A ✅ means yes.

| Capability                               | Staff | Receptionist | Manager | Owner | Developer |
| ---------------------------------------- | :---: | :----------: | :-----: | :---: | :-------: |
| View own bookings & submit own leave     |   ✅   |       ✅      |    ✅    |   ✅   |     ✅     |
| View all bookings                        |   ❌   |       ✅      |    ✅    |   ✅   |     ✅     |
| Approve / reject / assign bookings       |   ❌   |       ✅      |    ✅    |   ✅   |     ✅     |
| Create walk-ins, mark status, checkout   |   ❌   |       ✅      |    ✅    |   ✅   |     ✅     |
| Generate invoices & take payment         |   ❌   |       ✅      |    ✅    |   ✅   |     ✅     |
| Create memberships & record sessions     |   ❌   |       ✅      |    ✅    |   ✅   |     ✅     |
| CRM notes, tags, lead pipeline           |   ❌   |       ✅      |    ✅    |   ✅   |     ✅     |
| Approve / reject leave                   |   ❌   |       ✅      |    ✅    |   ✅   |     ✅     |
| Edit service prices & catalogue          |   ❌   |       ❌      |    ✅    |   ✅   |     ✅     |
| Create / edit offers                     |   ❌   |       ❌      |    ✅    |   ✅   |     ✅     |
| Cancel a membership / edit tier defaults |   ❌   |       ❌      |    ✅    |   ✅   |     ✅     |
| Financial reports & analytics            |   ❌   |       ❌      |    ✅    |   ✅   |     ✅     |
| Edit staff schedules & system settings   |   ❌   |       ❌      |    ✅    |   ✅   |     ✅     |
| Add / remove staff & receptionists       |   ❌   |       ❌      |    ✅    |   ✅   |     ✅     |
| Manage user accounts & roles             |   ❌   |       ❌      |    ❌    |   ✅   |     ✅     |
| Add / edit branches                      |   ❌   |       ❌      |    ❌    |   ✅   |     ✅     |
| Integrations & error logs                |   ❌   |       ❌      |    ❌    |   ❌   |     ✅     |

<Info>
  **Receptionists cannot change prices.** They take payment and apply offers,
  but editing the price list is a Manager-and-above task. This protects pricing
  integrity at the front desk.
</Info>

A note on staff: a Stylist or Therapist sees only their **own** assigned
appointments and the service notes attached to them (for example, "allergic to
ammonia"). They cannot see other staff's bookings, customer phone numbers or
emails, prices, or any CRM data.

## Daily operations

### Approving and assigning bookings

New online bookings arrive as **Pending** and appear live on the dashboard and
the bookings list. To handle one:

<Steps>
  <Step title="Open the booking">
    Open it from the dashboard or the **Bookings** list.
  </Step>

  <Step title="Review the details">
    Review the customer, services, date, and time.
  </Step>

  <Step title="Assign staff">
    Assign a staff member to each service (a dropdown per service).
  </Step>

  <Step title="Approve or reject">
    Click **Approve** to confirm it, or **Reject** and give a reason.
  </Step>
</Steps>

When you approve, the customer is notified and the booking becomes
**Confirmed**. When you reject, the customer sees the reason you typed and can
book again, so write something helpful (for example, "Staff unavailable at 3:30
PM — please try 4:00 PM").

### Walk-ins

When a customer arrives without booking, create a walk-in:

<Steps>
  <Step title="Start a walk-in">
    Click **+ Walk-in**.
  </Step>

  <Step title="Find or create the customer">
    Search for the customer (or create a new one).
  </Step>

  <Step title="Pick services & staff">
    Pick the service type, services, and assign staff.
  </Step>

  <Step title="Set the time and save">
    Set the time (defaults to now) and save.
  </Step>
</Steps>

Walk-ins skip "pending" and are **confirmed immediately**, because the customer
is already in front of you.

<Info>
  A no-show on a walk-in **never** counts against the customer — a walk-in is
  only created when they're physically present, so there's no slot to miss.
</Info>

### Completing a booking → invoice → gems

When the service is finished, the same checkout flow handles payment, the
invoice, and loyalty gems in one go:

<Steps>
  <Step title="Mark In Progress">
    On the confirmed booking, mark it **In Progress** when the customer checks in.
  </Step>

  <Step title="Open checkout">
    When the service is done, click **Mark Completed** to open checkout.
  </Step>

  <Step title="Apply an offer (optional)">
    Optionally apply **one offer** (max one per customer per day).
  </Step>

  <Step title="Choose payment method">
    Choose the payment method: **Cash, UPI, or Card**.
  </Step>

  <Step title="Review the invoice">
    Review the invoice preview (line items, GST split, total).
  </Step>

  <Step title="Complete & generate invoice">
    Click **Complete & Generate Invoice**.
  </Step>
</Steps>

The system then, in a single step:

* Marks the booking **Completed**
* Creates a **GST-compliant invoice** (18% GST, shown as CGST 9% + SGST 9%)
* Generates a branded **PDF** and **emails it** to the customer
* Awards **gems** — 1 gem per ₹100 on the bill (rounded down)
* Updates the customer's visit count, lifetime value, and the day's revenue

<Info>
  **Prices on an invoice are frozen.** Each line item stores the service name
  and price as they were at the time of sale. Changing a price later never
  alters past invoices.
</Info>

### Recording a membership session

When a member comes in for a spa session, you record it against their hours
instead of taking payment:

<Steps>
  <Step title="Open the membership">
    Open it from **Memberships** (or the customer's profile).
  </Step>

  <Step title="Record a session">
    Click **Record Session**.
  </Step>

  <Step title="Select services & duration">
    Select the service(s) performed and confirm the duration.
  </Step>

  <Step title="Save">
    Save the session.
  </Step>
</Steps>

This deducts the time from their balance, creates a **₹0 invoice** as a usage
record, and emails a session confirmation. If the requested time is more than
the hours remaining, the system blocks it and suggests a shorter session or
paying per-service for the extra time. Membership sessions earn **no gems**.

### Managing customers (CRM)

The **Customers** area is the salon's memory of every client.

* **Find anyone** by name, phone, or email; sort by lifetime value, visits, or
  recent activity.
* Each profile shows visit history, invoices, membership, gems, and notes.
* **Notes** let the team record useful context (preferences, allergies,
  conversations). Add a note from the customer's profile.
* **Tags** group customers. Some are applied **automatically** (for example
  `vip` for high spenders, `loyal` for frequent visitors, `dormant` for those
  who haven't visited in a while). Others are **manual** (for example `bridal`,
  `corporate`, `influencer`). Auto tags can't be removed; manual ones can.

### The lead pipeline

Leads are prospects who came from **Meta / Instagram ads** (via the `/book` ad
landing page or a Meta lead form). They're different from bookings — a lead
hasn't reserved a slot yet, they've just expressed interest. The **Leads** area
shows them as a board you move across stages:

```text theme={null}
New → Contacted → Follow-up → Booked → Won / Lost
```

<AccordionGroup>
  <Accordion title="New">
    Just captured. Not yet contacted.
  </Accordion>

  <Accordion title="Contacted">
    You've reached out (call or WhatsApp).
  </Accordion>

  <Accordion title="Follow-up">
    Interested but not booked yet — needs nurturing.
  </Accordion>

  <Accordion title="Booked">
    They've made a booking linked to this lead.
  </Accordion>

  <Accordion title="Won">
    The booking was completed and paid — revenue attributed.
  </Accordion>

  <Accordion title="Lost">
    They didn't convert (record a reason).
  </Accordion>
</AccordionGroup>

Each lead card shows the name, phone (tap to call or open WhatsApp), service
interest, and which campaign brought them in. Leads with no contact for 48 hours
are flagged as **stale** so nothing slips through. When a lead books and
completes a paid visit, it moves to **Won** automatically.

<Info>
  A customer who finds you through Google, the in-salon QR code, or by typing
  the website directly is a normal **booking/customer**, not a lead. The lead
  pipeline is specifically for paid-ad prospects.
</Info>

### Creating offers

Managers and above create promotions in the **Offers** area. There are three
types:

| Type               | Example                             |
| ------------------ | ----------------------------------- |
| **Percentage off** | "20% off all facials this week"     |
| **Flat discount**  | "₹500 off any hair treatment"       |
| **Combo price**    | "Hair + Facial + Manicure = ₹2,999" |

Offers have start and end dates and activate or expire automatically. The rules:
one offer per customer per day, applied by the receptionist at checkout, can't
be combined with gems, and they apply to salon services (not spa memberships).

### Staff schedules and leave

The **Schedule** area shows every staff member's working hours and booked slots
as a grid. Bookings only land on staff who are available, so keeping schedules
accurate matters.

Leave follows a clear **request → review → decision** flow:

<Steps>
  <Step title="Submit">
    A staff member submits a leave request for a future date. It starts as **Pending**.
  </Step>

  <Step title="Review">
    Receptionists and the manager are notified and review it in **Leave**.
  </Step>

  <Step title="Decide">
    They **Approve** (which blocks that staff member's availability for the date) or
    **Reject** with a reason.
  </Step>
</Steps>

| Leave status | Effect on availability                | Who sets it            |
| ------------ | ------------------------------------- | ---------------------- |
| **Pending**  | None — bookings are unaffected        | Staff (self-submit)    |
| **Approved** | Blocks that day for that staff member | Receptionist / Manager |
| **Rejected** | None                                  | Receptionist / Manager |

Leave types are Sick, Casual, Personal, and Other. Staff can withdraw a request
while it's still pending, but an approved leave must be changed by a manager. If
an approved leave clashes with existing confirmed bookings, the system warns the
team to reassign them — it doesn't block the approval.

### The no-show policy

A no-show is a confirmed booking the customer didn't attend and didn't cancel.
The policy is gentle for occasional misses and firmer for repeat offenders:

| No-shows                     | What happens                                                                                  |
| ---------------------------- | --------------------------------------------------------------------------------------------- |
| **1 to 3**                   | A "No-Show Risk" note/tag is added to the customer. No restriction.                           |
| **4 or more within 90 days** | Future bookings need **manager approval** before they're confirmed. The customer is notified. |

**Recovery:** a customer who completes **3 bookings in a row** without a no-show
has the approval requirement and the risk tag removed. Any new no-show resets
that recovery count. As noted above, walk-in no-shows never count toward this
tally.

## A day at the front desk, in order

<Steps>
  <Step title="Check the dashboard">
    Pending bookings, today's appointments, stale leads.
  </Step>

  <Step title="Approve or reject">
    Action pending bookings and assign staff.
  </Step>

  <Step title="Create walk-ins">
    As customers arrive.
  </Step>

  <Step title="Mark In Progress">
    At check-in.
  </Step>

  <Step title="Checkout">
    Completed services — payment, invoice, gems.
  </Step>

  <Step title="Record membership sessions">
    For spa members.
  </Step>

  <Step title="Work the lead pipeline">
    Call and follow up.
  </Step>

  <Step title="Update customer notes and tags">
    As you learn things.
  </Step>

  <Step title="Action leave requests">
    Review and decide.
  </Step>
</Steps>

## Where to go next

<Columns cols={2}>
  <Card title="Business Overview" href="/docs/product/business-overview">
    The big-picture view of the business, its modules, and how it makes money.
  </Card>

  <Card title="Customer Guide" href="/docs/product/customer-guide">
    See exactly what your customers experience when they book online.
  </Card>

  <Card title="Features" href="/docs/features">
    Deeper reference for any module — billing, memberships, CRM, scheduling, and more.
  </Card>
</Columns>


## Related topics

- [Product](/content/docs/product/index.md)
- [Business Overview](/content/docs/product/business-overview.md)
- [Customer Guide](/content/docs/product/customer-guide.md)
- [Staff Scheduling & Leave](/content/docs/features/scheduling-leave.md)
- [Admin — Bookings](/content/docs/api-reference/admin-bookings.md)