• You are the first and last line of quality at your location — own it
• You lead by example — your attitude, energy, and standards become the team's standards
• You coordinate between the office, the BTS team, and station staff
• You handle client-facing situations with professionalism and warmth
• You keep management informed — surprises are never good in this business
• You are responsible for the health of your location: cleanliness, supplies, team morale, and client satisfaction

These locations are your babies. ✨

You are responsible for how they look, feel, and operate every single day. Pride in your space creates pride in the team — and clients feel it the moment they walk in.

• Your location should be guest-ready at all times — not just before a party
• Enforce cleanliness standards with your team — lead by doing, not just by telling
• Surfaces, mirrors, displays, and waiting areas should be wiped down daily
• Costumes and props should be stored neatly and checked for damage regularly
• If something looks off, fix it or assign it — don't walk past it

• Hold the team accountable kindly but firmly — the standard doesn't lower because it's busy
• Use the Daily Tasks form to keep everyone on track
• Do walkthroughs at the start and end of every shift
• Report any maintenance issues or equipment problems to management promptly

• Know your team members — their strengths, their schedules, their goals
• Check in regularly — not just when something goes wrong
• Celebrate wins publicly; address issues privately
• Be consistent — the team should always know what to expect from you
• Recognize effort and growth — it goes a long way

• Greet every client warmly — by name when possible
• Anticipate needs before they're asked — that's the magic touch
• If a client is unhappy, listen fully before responding. Empathy first, solutions second
• Never argue with a client — find a way to make it right within your authority
• If a situation requires a refund or significant resolution, loop in management

• After weekend parties and events, follow up with clients to check in on their experience
• Keep it warm and genuine — not scripted. A quick call makes a lasting impression
• If they had a great time — ask for a Yelp or Google review
• If something went wrong — address it immediately and escalate to management
• Log follow-up notes so the office is informed

• Answer with energy and warmth — you represent the brand
• Collect the client's name, phone, event date, and what they're inquiring about
• Know the services well enough to give confident, helpful answers
• If you can't answer something — take a full message and follow up same day
• Log every call in Dialpad with notes

• Every booking goes into Peek immediately — no exceptions
• Verify all event details: date, time, location, headcount, package, and any special notes
• After booking in Peek, add to Connecteam so staff can be assigned
• Confirm the booking with the client via phone or email
• If a booking involves special requests or unusual circumstances, flag to the office

• Review the booking in Peek before every party — know the package, headcount, and any special notes
• Prep the party space at least 30 minutes before the booking starts
• Assign roles to staff clearly — everyone should know their job before the clients arrive
• Run the party on schedule — clients are counting on the timeline
• Be present and visible during the party — your energy sets the tone
• Close out the space and do a full reset after every party

• The lead runs the party floor — interacts with guests, keeps energy high, manages flow
• Support staff handle food, activities, setup, and teardown as assigned
• As manager, you supervise, troubleshoot, and step in wherever needed
• No staff member should ever be unsure of their role — brief the team before every party

• Review the booking in Peek — confirm character, date, time, location, and any special requests
• Pull and inspect the costume(s) well in advance — no last-minute surprises
• Pack all supplies: face paint, glitter tattoos, balloon kit, props — whatever the package includes
• Confirm performer availability and brief them on the event details
• Build in travel time — always arrive early
• Have the client's phone number on hand in case of any issues

• Introduce yourself and the performer to the client on arrival
• Set up quickly and efficiently — minimize disruption to the event
• Stay on your timeline — start and end on schedule
• Collect any remaining balance or get a signature if required
• Leave the space better than you found it

• Schedules are managed through Connecteam — shifts for employees, gig offers for contractors
• Review Peek for upcoming bookings and staff accordingly — never leave a booking uncovered
• Send gig offers to contractors with enough lead time — follow up if unaccepted
• Keep both Peek and Connecteam updated — they must match
• Coordinate with the office on any complex staffing needs

• Inspect costumes before and after every use — catch issues early
• Steam or spot-clean as needed — never let a costume go out wrinkled or stained
• Store costumes properly — hung, covered, and organized by character
• Tag and set aside any costumes that need repair — don't send them out
• Log any damage in the repair list on SBTOOLS

• Wigs should be brushed, styled, and stored on wig heads after every use
• Check for tangling, shedding, or damage before each event
• Small repairs (loose seams, missing snaps, minor wig fixes) should be handled in-house when possible
• Anything beyond a small fix goes to management for assessment
• Track which wigs are in use vs. in storage using the Wig Styling List on SBTOOLS

• Keep the costume inventory sheets updated — what we have, where it is, and its condition
• Do a full inventory count regularly and flag anything missing or damaged
• Coordinate with the other location on shared inventory needs

• Staff fill out the Supply Needs List in SBTOOLS when items are running low
• Review it regularly — don't wait until something runs out to check
• Prioritize urgent items and communicate needs to management or the office for ordering
• Verify items when they arrive and update the form accordingly

• When one location has surplus and another is low, coordinate a transfer
• Always document what was moved, how much, and when
• Communicate with the other location's manager before and after any transfer
• Don't borrow from a location without confirming they won't need it first

• Strike 1 — Verbal warning. Document the conversation: date, issue, and what was discussed
• Strike 2 — Written write-up. Use the Write Up Form and save to the Write Up Folder
• Strike 3 — Termination. A dismissal letter is issued and management is fully involved
• Some offenses are immediate termination — no three strikes. Examples: theft, client abuse, no-call no-show without communication
• Never issue a strike without documenting it. Memory is not documentation
• Always notify management when a strike is issued

• All onboarding forms must be completed via Typeform before training begins
• Employee added to Gusto for payroll (employees only, not contractors)
• Added to Connecteam — they need to be able to see schedules and communicate
• Photo release, Code of Conduct, and Performer Placement forms all on file

• Walk them through the location — every area, every supply, every procedure
• Have them shadow experienced staff before running anything solo
• Cover: client greeting, makeover services, party flow, cleanup, and daily tasks
• Use the Training Supplies Checkout sheet to track what training materials were given
• They must complete the online training quiz before working on the floor independently

Quarterly reviews are how we invest in our team. They create accountability, open honest conversations, and give staff a path to grow with Storybook.

• Complete a review for every active team member once per quarter
• Use the Quarterly Employee Review form — fill it out honestly and thoroughly
• Have the conversation privately — make it a dialogue, not a lecture
• Acknowledge wins first, then address areas for growth
• Set clear expectations for the next quarter — give them something to work toward
• Submit the completed form to management after each review

• Daily Tasks — completed by the team every shift; review as manager to ensure nothing is missed
• Weekly Checklist — Thursday tasks by Thursday, Friday tasks by Friday. Hold the team accountable
• Last Week of Month Checklist — shared across both locations; everyone contributes
• Collective Ongoing Tasks — tasks assigned by Casey for the team; check this regularly

• Respond to corporate inquiries the same day — ideally within a few hours
• Use professional language in all written and verbal communication
• Get all event details in writing — date, time, location, services, headcount, payment terms
• Coordinate with the office for invoicing — corporate events don't use the standard online booking
• Build the relationship — repeat corporate clients are gold

• Confirm the event concept, date, location, and expected headcount with management early
• Build a run-of-show document — what happens, when, and who's responsible
• Assign staff roles well in advance — no surprises on event day
• Create a supply list and confirm everything is sourced and on-hand before the day
• Add the event to the Public Events Calendar so clients can find it
• Promote it! Coordinate with management on social media and email announcements

• Arrive early — the space should be fully set up before the first guest arrives
• Brief the full team on the run-of-show before doors open
• Stay on schedule — but be flexible when magic moments happen
• Capture content if possible — photos and video for social media
• Do a debrief after — what worked, what didn't, what to do better next time