Front Desk Reference

Unlocking the court at 8:45

No longer needed. You do not need to unlock the court at 8:45.

Adding a note after clicking No Show

No longer needed. When you click No Show, the note on the block is added automatically.

Adding notes after a rainout

No longer needed. When you run the rainout, the profile and courtsheet notes are added automatically.

Check in a clinic

1. Open clinic roster → click Check In.

Booking a clinic

Customer needs to cancel a clinic

1. Check the customer's profile to see whether they have already used their one-time exception.
2. Already used it (an exception is on the profile) → click Late Cancel. They do not get a second one.
3. Not used yet (no exception on the profile) → click the trash can → Refund (one time exception) → fill in the reason and your initials → then process the refund if there is one.

1. Click the trash can.

Clinic did not make (at 0 enrollment)

We cancel a clinic with no one enrolled if it is the first class of the day or the first class of the evening shift.

1. The night before at 8 PM, check tomorrow's first class of the day.
2. Check the first class of the evening shift as well.
3. If either is still at 0 enrollment, cancel it: open the clinic block → click Cancel Booking → No Show and Clear.

Add a note to a clinic

1. Click the + button on the clinic block.
2. Select the appropriate standardized note category. If no category fits, select Other.

Clinic rained out partway through (partial credit)

The clinic ran, then play stopped for weather.

Clinic cancelled before it starts (full rainout)

The clinic never ran, so everyone is owed the full class price. Use the rainout extension's full-rainout mode.

1. Open the clinic's roster: clinic block → click More Info.
2. Remove any waitlisted people from the roster.
3. Click the navy raindrop circle (bottom-left). The Rainout Credits panel expands.
4. Click the refresh ↻ button so it re-reads the details from the page, then double-check they are correct before continuing.
5. In the calculator, tick Cancelled before start (full rainout). Off court at greys out, the result line shows the full class price per player, and the announcement rewrites itself to the cancellation wording.
6. Tell it whether the coach turned up — before you run anything. Set the "Coach was on site" option now. It is read the moment the run starts and decides which note gets stamped (pay 15 min vs remove coach), so setting it afterward is too late.
7. Click Use this amount ↓, keep Send announcement ticked, then click Issue credits — same per-player run, announcement, and notes.
8. Do not cancel the clinic. In PBP, handle the coach to match what you set:
   • Coach was on site: they are paid for 15 minutes, so shorten the clinic to 15 minutes.
   • Coach was not there: remove the coach from the clinic.

Check in a semester program

1. Open program roster → click Check In.

Booking a semester program

Add a note to a semester program

1. Click the + button on the program block.
2. Select the appropriate standardized note category. If no category fits, select Other.

No-show in a semester program

1. Wait 15 minutes past start time.
2. Were we notified before class?
   • No — no makeup can be issued. Click No Show. The Not Attending note is added automatically.
   • Yes — a makeup is owed. Do not click No Show. If the player calls the desk, tell them to email manager@rippnertennis.com. Otherwise management takes care of it — nothing for you to do.
3. If you clicked No Show, double-check that the note was actually added before moving on.

Player wants to drop or transfer a semester program

1. Do not process it at the front desk.
2. Tell them to email manager@rippnertennis.com so management can handle the transfer or cancellation.

Based on the program's start date, not the enrollment date:

• Cancel by end of day 14 days before the start date: full account credit.
• Cancel by end of day 7 days before the start date: 50% account credit.
• After the 7-day cutoff: no refunds.

• The Adult Semester Program is for players 16+. If a player under 16 registers, standard cancellation policies apply.
• Low enrollment (only one participant): we offer alternative days or options when available; if none fit, a full account credit is issued.

Full policy: rippnertennis.com/program-policies.

Full rainout on a semester program TBD

1. Text the MOC to run the semester rainout flow. It sends makeup instructions to players via email.

This used to say "refer to the Semester Make Ups flow," but that flow is not written down anywhere in this reference. Needs documenting.

Check in a private lesson

1. Open private lesson block → click Check In.

Booking a private lesson

Add a note to a private lesson

1. Click the + button on the lesson block.
2. Select the appropriate standardized note category. If no category fits, select Other.

No-show on a private lesson TBD

1. Wait 15 minutes past start time while the coach waits.
2. Open lesson block → Cancel Booking → click No Show and Clear.
3. No refund is issued. The coach receives standard no-show pay parameters.

Flow not yet finalized.

Full rainout on a private lesson

1. Open private lesson block → Cancel Booking → click Cancel Without Penalty.
2. This removes the lesson and refunds the client.

Very important

New court reservation policies

Check in a court reservation

1. Open the court reservation → click Check In.

Customer cancels or no-shows a court reservation

1. Go to the customer's profile and add a standardized note: Court. This one is manual — it is a profile note, not the automatic block note you get from No Show.
2. Open the court reservation → click No Show and Clear for that court.

1. Open the court reservation → click Cancel Without Penalty.

Add a service (e.g. ball machine)

1. Confirm the court is on the allowed list above (and within Wilco hours, if Wilco).
2. Check court availability for the ball machine (look for the shopping cart icon on the reservation block).
3. Open the court reservation → click Add Service → select Ball Machine.
4. Charge the player(s).
5. Verify that a small cart icon now appears at the bottom of the reservation block.

Add a note to a court reservation

1. Click the + button on the court reservation block.
2. Select a standardized note category. If no category fits, select Other.

Full rainout on a court reservation TBD

Steps to be finalized.

Leagues TBD

Refer to League MOC Guidelines. Steps to be finalized.

Add or find items

1. Click the shopping cart icon on the left nav bar labeled Merchandise.
2. Filter or search by category: Accessories, Concessions, Labor, Merch, Rackets, or Strings (category pictures assist search).
3. Click Add for all items being purchased.

Charge a customer

1. Once all items are added, verify the item box on the right side of the screen.
2. Click No Player Selected at the top of the item box.
3. Search and select the account by player name, email, or phone number.
4. Select payment method: Card on File (COF), Cash, or Club Credits.

Apply a discount TBD

Needed for in-house racket purchases (express labor down to $23) and hybrid string jobs (50% off both strings).

1. Add the item to the sale as normal.
2. Click Discount on that line item.
3. Set the discount, then confirm.

Confirm whether the discount screen takes a percentage, a replacement price, or both — the racket procedures ask for one of each.

Stringing desk software

• URL: rippner-stringing-desk.gavriella.workers.dev
• Access token: ask a manager. It is deliberately not written down here.

Customer wants a racket restrung TBD

1. Open racket restring...

Steps to be finalized.

Customer wants a hybrid string job

1. On the POS, select the two strings the customer wants.
2. Apply a 50% discount to each of the two strings.
3. In the stringing app, you can swap which string is the main and which is the cross.

The original wording said "on the external" for step 3 — confirm that means the stringing app.

Customer buys a racket from us (in-house)

1. Complete the racket purchase first. Go to POS → select the racket bought and the strings purchased (unless brought by player), and finish that sale before starting anything else.
2. Then run the regular stringing procedure as normal.
3. When you charge for the stringing, add Express Labor on the POS, click Discount, and discount it to $23. This is a separate sale from the racket.
4. Nothing needs to be changed in the stringing app — the ticket goes through as normal.

Customer wants a racket that's out of stock TBD

1. Answer any customer questions or provide product information.
2. If out of stock: collect the player's racket make/model, grip size, string choice, and tension.
3. Create a racket ticket, but do not charge them anything.
4. Notify management and pass along the racket order details.

Steps to be finalized.

Customer wants to view or update their info

Address, age, or password.

1. Search user → General Info.
2. View or update address, age, and password directly on this page.

Update card on file (COF)

1. Search user → Payments → Methods → Add New Card.
2. Enter card info and save.

Find account credits

1. Search user → Payments → Methods.
2. Active credits are displayed here.

Child 16+ wants to join adult classes

A child who is 16 or older and wants to participate in adult classes needs their own account.

How a customer adds a club to their account Customer view

1. Open the PlayByPoint (PBP) app.
2. Select the Discover tab at the bottom of the screen.
3. Search for the club (e.g. "Rippner Tennis South Austin", "Pharr", or "Williamson County").
4. Go back to the Home Screen.
5. Select the club to easily switch between saved locations.

First-time guest wants to try a class

1. Inform them about the first-time free trial class and direct them to the link. They must fill out the Google Form.
2. If they need help, guide them through creating an account (especially on PlayByPoint) and offer brief guidance on which clinic level fits their experience.
3. Tell them to reply to the trial email with the specific clinic they want, at least 24 hours in advance.

Player wants approval for 4.0-4.5 or 4.5+ classes

1. Tell them to email manager@rippnertennis.com and ask to be evaluated so we can add their name to the level approval app.
2. Explain the evaluation process: they take a 4.0 clinic with us and notify the coach to evaluate their level.
3. Alternative: if they have an official USTA or UTR rating to prove their level, tell them to email manager@rippnertennis.com for rating approval.

How to add a note to any block

Court reservation, clinic, semester program, or private lesson.

1. Click the + button on the block.
2. Select the appropriate standardized note category.
3. If a note does not fall under any category, select Other.

No-show note (semester program)

Player no-showed ASP/JSP, we were not notified in advance, and no makeup can be issued.

1. Wait 15 minutes past start time.
2. Click No Show. The Not Attending note is added automatically.
3. Double-check that the no-show note was actually added before moving on.

No-show, spot taken by another player

The class already has a no-show note and someone else takes that spot.

1. Find the existing note on the class: NO SHOW | [name].
2. Append the player who took the spot so the note reads: NO SHOW | [name] | spot taken by [name].

Coach arrival time

Log when the coach arrives for their session.

1. Open the block → click +.
2. Select the Coach arrival standard category.
3. Add the note: COACH | [name] | arrived [time].

Running late

A player will be late to a session.

1. Open the block → click +.
2. Select the Running late standard category.
3. Type the player's name in Player.
4. Set ETA if you know it — it is optional, so leave it blank if you do not.
5. Click Insert. The note is written for you.

Rainout notes Auto

You do not type these. The rainout extension writes them automatically when you issue rainout credits (see Clinics → Rainout on a clinic).

• RAINOUT CREDIT | clinic | day - time | $amount | delivered date

• Partial: RAINED OUT | class | session | $amount credited to N player(s)
• Full (cancelled before start): RAINED OUT | class | cancelled before start | $amount credited to N player(s)

Abbreviations you'll see here

• PBP — PlayByPoint, our club management app.
• COF — Card on File.
• POS — Point of Sale.
• MOC — Manager on Call.
• ASP / JSP — Adult Semester Program / Junior Semester Program.