• Complete all Employee Onboarding forms — same forms listed in the SBTOOLS Training section
• Get your Storybook email set up with your name (management will help you configure this)
• Bookmark StorybookTools.com — this is your daily hub
• Download Connecteam on your phone right away — it's how we communicate as a team
• Review the New Hire Booklet linked below

• Answer with warmth — you are the voice of Storybook
• Collect the client's name, phone number, event date, and what they're inquiring about
• If you can answer — do so and log the call in Dialpad
• If unsure — take a full message and pass it to management promptly
• Always end on a positive note — make them feel excited about booking with us

We receive inquiries from multiple platforms. Always respond promptly and professionally.

• Yelp Business — respond to reviews and messages within 24 hours
• GigSalad — another platform where clients find us for events and entertainment
• Use our approved response templates when available — keep the tone warm, direct, and on-brand

• Employees — scheduled via Connecteam shifts. They are part of our core team, paid through Gusto, and have set roles.
• Contractors — offered "gigs" through Connecteam. They are independent performers who accept or decline offers. They invoice us for their time.
• Never offer a contractor work the same way you'd schedule an employee — the process and language are different
• Know who is on our team vs. who we call in for specific events — management can walk you through the current roster

• Review Peek for upcoming bookings and confirm staffing needs early
• Create or assign shifts in Connecteam for employees
• Send gig offers through Connecteam for contractors — give them enough lead time
• Follow up if a gig goes unaccepted — don't assume coverage
• Keep all event details updated in both Peek and Connecteam

• Add new employees and contractors to Connecteam as part of onboarding
• Keep each team member's profile current — role, contact info, and location assignment
• Use the Teams feature to separate Windward and Pearlridge staff when needed
• Monitor who is clocked in and where during event days
• Use Chat to communicate with individuals or groups — keep it professional

• Send gig offers to contractors for specific events — include all event details in the offer
• Follow up if a gig goes unaccepted — don't assume it's covered
• Once accepted, the contractor appears on the schedule — double-check this happened
• Never assume verbal confirmation is enough — it must be accepted in Connecteam

• Use the Rewards feature to recognize team members who go above and beyond
• Birthday shoutouts, milestone celebrations, and team wins can all be posted here
• A recognized team is a motivated team — don't skip this!

• Memberships are set up and charged through Stripe
• Each tier includes specific perks — know what's included in each level
• When a new member signs up, their info must be logged in the Membership Tracking Sheet
• Monitor start/end dates — flag any memberships nearing expiration (7-day buffer)
• Perks must be marked as redeemed in the system each time a member uses one

• When a member comes in to redeem a perk, verify their membership status in Stripe
• Mark the perk as redeemed in the backend — don't rely on memory
• If a member is confused about their perks, walk them through what's included with kindness
• Never argue with a member over a perk — escalate to management if needed

• Send all onboarding forms via Typeform links (Code of Conduct, Photo Release, Placement Form)
• Add the new hire to Gusto for payroll (employees only — contractors are not added to Gusto)
• Add them to Connecteam so they can see schedules, receive job offers, and connect with the team
• Send their first gig offer or shift once setup is confirmed
• Confirm they have access to training pages and know where to go with questions

• Always respond to corporate inquiries the same day — ideally within a few hours
• Use a professional tone — no casual language in written communications
• Corporate events typically require a formal quote or invoice rather than a standard online booking
• Confirm all event details in writing — date, time, location, services, headcount, and payment terms
• Keep a contact record for each corporate client — relationship-building is part of this role
• Hotels and resorts may need custom programming proposals — coordinate with management for those

• Create an invoice with all event details, services rendered, and pricing
• Send via the invoicing system — never via a casual text or verbal confirmation alone
• Follow up if payment is not received within the agreed timeframe
• Keep all invoices on file — management may need to reference them

• Princess & Character Appearances — our most popular offering; costumed characters attend events, interact with guests, and create magical moments
• Superhero Visits — energetic character experiences perfect for school events, corporate family days, and fundraisers
• Character Meet & Greets — structured photo opportunity experiences ideal for large gatherings

• Face Painting — professional artists for any size event; we quote based on headcount and hours
• Balloon Twisting — balloon artists creating custom designs for guests on-site
• Glitter Tattoos — long-lasting, skin-safe sparkle designs loved by all ages
• Glam on the Go / Mobile Makeovers — princess makeovers, hair braiding, and accessories brought to the event

• Bubbles N' Foam Events — giant foam machines, bubble blasters, and interactive splash experiences; perfect for outdoor corporate events and hotel activations
• Mermaid Academy — our signature poolside programming; ideal for resort and hotel partnerships
• Who's Got Games — interactive game show experience for corporate team-building or large family events

• Weird Science Show — live science demonstrations with a performer; great for schools, libraries, and corporate family days
• Photo Booth — branded or themed photo booths with digital or print options
• Custom Packages — many corporate clients combine multiple offerings; always ask what their goals are and build around that

• Our public-facing Google Calendar must stay current — events, promotions, and special programming all go here
• Add new events as soon as they're confirmed
• Remove or update cancelled or rescheduled events immediately
• This is what families and clients reference — keep it accurate

• Review the Weekly Checklist — Thursday tasks by Thursday, Friday tasks by Friday
• The Last Week of Month Checklist is shared — everyone contributes to it
• Check Collective Ongoing Tasks regularly — these are tasks from Casey for the team

• If there is a medical emergency — call 911 immediately, then notify management
• If a client is upset or escalating — stay calm, listen, don't argue. Escalate to management if you cannot resolve it
• If a performer or staff member can't make it to an event — notify management immediately so coverage can be arranged
• If there's a booking error or double-booking — do not promise anything to the client until management is consulted
• Document everything — write down what happened, when, and who was involved

Emergency contacts and numbers are in your SBTOOLS portal under Emergency Info in the header.

At Storybook, we all wear many hats — and that's what makes us magic. ✨

The office role is important, but when the team needs hands on deck, you're part of that team.

There will be times when you may be asked to swing to a Station location to support the team — whether it's a busy event day, a staff shortage, or an unexpected situation. This is a normal part of how we operate. Be ready, be flexible, and show up for the team.

• The best team members are the ones who notice what needs to be done and do it — without being asked every time
• Support your teammates the way you'd want to be supported
• Bring your ideas! Use the Ideas, Thoughts & Concerns form anytime
• Communicate openly — if you're overwhelmed, say so. We figure it out together.
• Show up on time, prepared, and with a positive attitude — it sets the tone for everyone