Introduction to the Front Desk

The Front Desk Console is your shop's central command center for managing client flow, from arrival to session completion.

Overview

The Reception Board is a real-time Kanban-style dashboard that displays all client visits throughout the day. Staff at the front desk use it to check in walk-ins and appointments, track who's waiting, monitor session progress, and ensure smooth operations across multiple artists.

Key Features:

• 6-Lane Visual Workflow: Track clients from pending arrival through completion
• Real-time Updates: Board refreshes automatically as artists work and clients arrive
• Multi-Artist View: See all shop activity across your entire team
• Quick Actions: Check in, reassign, start sessions, and complete visits with one click
• Performance Metrics: Monitor wait times, SLA compliance, and daily throughput

Accessing the Reception Board

Step 1: Navigate to Front Desk Console

1. Log in to Apprentice as a shop administrator or front desk staff member
2. From your dashboard, click Shop > Front Desk in the navigation menu
3. You'll arrive at the Reception Board showing today's visits by default

Note: Only users with shop_admin or front_desk roles can access this page. Artists have their own "Artist Today" console.

Step 2: Understanding Your View

The board displays:

• Toolbar at top: Date filter, search, and "Add Walk-in" button
• 6 lanes: Pending, Arrived, In Session, Completed, No Show, Cancelled
• Visit cards: Each card shows client name, artist, time, and action buttons
• Metrics panel: Today's stats including total visits, wait times, and SLA compliance

Understanding the 6-Lane Kanban System

The Reception Board organizes all client visits into 6 distinct lanes representing the visit lifecycle:

Lane 1: Pending

What it shows: Scheduled appointments that haven't arrived yet, plus unconfirmed visits

Client status in this lane:

• Appointments scheduled for today (confirmed or unconfirmed)
• Walk-in visits created by kiosk but awaiting front desk verification

Time display:

• Shows time only for today's visits (e.g., "10:00 AM")
• Shows date + time for other days (e.g., "Dec 18, 10:00 AM")

Available actions:

• Check In (when client arrives)
• Mark as No Show (if client doesn't arrive)
• Reassign to different artist
• Edit visit details

Visual indicators:

• 🟡 Yellow badge: On-time arrival expected
• 🔴 Red badge: Late arrival (past expected time + grace period)
• 🟢 Green badge: Early arrival

Lane 2: Arrived

What it shows: Clients who have checked in and are waiting for their artist

Client status in this lane:

• Checked in via front desk or kiosk
• Waiting in lobby or waiting area
• Artist has been notified of arrival

Wait time calculation:

• Starts from check_in_time
• Displays in minutes (e.g., "Waiting 8 min")
• Turns red if wait exceeds SLA target (default: 10 minutes)

Available actions:

• Start Session (artist begins work)
• Seat Client (assign station number)
• Reassign to different artist
• Mark as No Show (if client leaves)

Visual indicators:

• ⏱️ Wait time badge: Shows minutes since check-in
• 🚨 Red border: Wait time exceeds SLA target
• 👤 Artist name badge: Shows assigned artist

Lane 3: In Session

What it shows: Active tattoo sessions currently in progress

Client status in this lane:

• Artist has started working with client
• Session timer running
• Station/workspace assigned

Session duration:

• Displays elapsed time from session_started_at
• Updates in real-time (e.g., "45 min in progress")

Available actions:

• Complete Session (finish and move to completed)
• Add Notes (update session details)
• Pause/Resume (for break tracking - optional)

Visual indicators:

• ⏲️ Session timer: Elapsed time
• 🪑 Station badge: Workspace number (if assigned)
• 👤 Artist name badge: Performing the work

Lane 4: Completed

What it shows: Finished sessions from today

Client status in this lane:

• Session completed successfully
• Artist has marked work as done
• Payment may still be pending

Session summary:

• Shows total session duration
• Displays completion time
• Links to payment/invoicing (if applicable)

Available actions:

• View Details (full visit record)
• Export Summary (for records)
• Archive (remove from board after review)

Visual indicators:

• ✅ Completion badge: Finished timestamp
• 📋 Duration badge: Total session time
• 👤 Artist name badge: Who performed the work

Lane 5: No Show

What it shows: Clients who didn't arrive for their scheduled appointment

Client status in this lane:

• Marked as no-show by front desk
• Auto-marked if exceeds grace period (configurable)
• Reason for no-show recorded

Tracking information:

• Original scheduled time
• When marked as no-show
• Reason/notes from staff

Available actions:

• Convert to Rescheduled (if client calls)
• View History (past appointment patterns)
• Send Follow-up (automated SMS/email)

Visual indicators:

• ❌ No show badge: Red indicator
• 📅 Scheduled time: Original appointment
• 📝 Notes: Staff comments about the no-show

Lane 6: Cancelled

What it shows: Appointments cancelled before arrival

Client status in this lane:

• Client or staff cancelled appointment
• Cancellation reason recorded
• May have been rescheduled

Tracking information:

• Original scheduled time
• Cancellation timestamp
• Cancellation reason/notes

Available actions:

• View Details (full cancellation record)
• Reschedule (if client requests)
• Archive (remove from today's view)

Visual indicators:

• 🚫 Cancelled badge: Gray indicator
• 📅 Original time: When it was scheduled
• 📝 Reason: Why it was cancelled

Step-by-Step Guide: Daily Operations

Step 1: Morning Setup

What to do when opening the shop:

1. Open the Reception Board at start of business day
2. Review the Pending lane for today's scheduled appointments
3. Verify all artists are checked in and ready (see artist status indicators)
4. Check the metrics panel for expected visit volume
5. Print any needed consent forms or prep documents for scheduled clients

Pro tip: Set the date filter to "Today" (default) to focus on current day operations.

Step 2: Check In Arriving Clients

When a client walks in:

1. Locate their card in the Pending lane (if they have an appointment) or click Add Walk-in (if not)
2. Click the Check In button on their visit card
3. Confirm client details (name, phone, which artist they're here for)
4. The card automatically moves to Arrived lane
5. The assigned artist receives a notification that their client is here

For kiosk check-ins: If your shop uses the self-service kiosk, clients who check in themselves will appear automatically in the Arrived lane. Front desk staff should verify these visits and greet the client.

Step 3: Monitor the Arrived Lane

Keep an eye on waiting clients:

1. Watch wait time badges on cards in the Arrived lane
2. If wait time turns red (exceeds SLA target), notify the artist
3. Reassign to another artist if the assigned artist is delayed
4. Offer refreshments or reading material to waiting clients

SLA monitoring: The default SLA target is 10 minutes from check-in to session start. This is configurable in shop settings.

Step 4: Track In-Session Work

During active sessions:

1. The In Session lane shows who is currently being worked on
2. Session duration updates in real-time
3. Front desk doesn't usually need to take action here (artist-managed)
4. Use this view to estimate when artists will be available for walk-ins

Communication: If a client asks when their artist will be free, check the In Session lane to see current session duration and estimate.

Step 5: Handle Completed Visits

After sessions finish:

1. Cards move to Completed lane automatically when artist finishes
2. Review the card to ensure payment is processed (if using automated payments)
3. Greet the client at checkout and confirm they're all set
4. Archive completed visits at end of day to keep board clean

Step 6: Manage No-Shows and Cancellations

When clients don't arrive:

1. If a client is late (past expected time + grace period), their card shows a late indicator
2. Use Excuse Late action if the client called/texted to explain
3. Use Mark as No Show if client doesn't arrive within grace period
4. Card moves to No Show lane for end-of-day review

For cancellations: If a client cancels before arriving, move their card to Cancelled lane and add reason notes.

Step 7: End-of-Day Review

Before closing:

1. Review all lanes to ensure no clients are stuck in wrong status
2. Archive completed, no-show, and cancelled visits
3. Check metrics panel for daily performance summary
4. Note any patterns (e.g., high wait times with specific artist)
5. Prepare tomorrow's schedule preview

Using Quick Actions

The Reception Board includes several quick action buttons to speed up common tasks:

Add Walk-in Button

Location: Top toolbar, right side

What it does: Opens a form to create a new walk-in visit

Fields:

• Client name (required)
• Phone number (required)
• Email (optional)
• Artist preference (or "Next Available")
• Notes (optional, e.g., "Wants small wrist tattoo")

After submission: A new card appears in Arrived lane immediately, and the assigned artist is notified.

Search Box

Location: Top toolbar, center

What it does: Filters visible cards by client name, phone, or artist

Usage: Type any part of client or artist name to find specific visits quickly

Date Filter

Location: Top toolbar, left side

Options:

• Today (default)
• Tomorrow
• This Week
• Custom Date Range

Usage: Change to "Tomorrow" at end of day to preview next day's schedule

Drag-and-Drop

How it works: Click and hold a visit card, then drag to a different lane

Valid moves:

• Pending → Arrived (check in)
• Arrived → In Session (start session)
• In Session → Completed (finish session)
• Any → No Show or Cancelled

Note: Some transitions may require confirmation or reason (e.g., marking no-show).

Real-Time Updates

The Reception Board updates automatically when changes occur:

Automatic Refresh Triggers

• Another staff member takes an action
• An artist starts/completes a session from their Artist Today console
• A client checks in via kiosk
• A scheduled appointment time passes
• Wait time thresholds are crossed

Visual Indicators of Updates

• Subtle flash animation: Card briefly highlights when updated
• Live timer badges: Wait time and session duration update every minute
• Status badges: Color changes when thresholds are exceeded
• Notification banner: "Board updated with 2 new visits" message appears

Network Status Indicator

Location: Bottom right corner of board

• Green dot: Connected, receiving real-time updates
• Yellow dot: Reconnecting (temporary network issue)
• Red dot: Offline (refresh page or check internet connection)

Performance Metrics Panel

The metrics panel (top right of board) displays today's performance data:

Total Visits

• Count of all visits across all lanes today
• Includes appointments and walk-ins
• Updates in real-time as new clients check in

Average Wait Time

• Average minutes from check-in to session start
• Only includes completed/in-progress visits
• Target: Under your shop's SLA goal (default 10 min)

Late Arrivals

• Count of clients who checked in late
• "Late" defined in shop settings (default: >5 min after expected)
• Excludes excused late arrivals

SLA Compliance

• Percentage of visits meeting wait time target
• Calculation: (On-time starts / Total completed) × 100
• Target: 85% or higher (industry standard)

Current Status Summary

• Waiting: Count in Arrived lane
• In Progress: Count in In Session lane
• Completed Today: Count in Completed lane

Tips

• Use keyboard shortcuts: Press A to add walk-in, F to focus search, R to refresh board
• Color code by urgency: Red borders indicate clients exceeding wait time SLA
• Hover for details: Hover over any visit card to see full details without clicking
• Filter by artist: Click an artist name badge to see only their visits
• Set realistic SLA targets: Don't make wait time targets too aggressive; 10-15 minutes is reasonable
• Train all staff: Everyone at front desk should know how to use the board, not just managers
• Use notes fields: Add context to visits (e.g., "First-time client, needs extra hand-holding")
• Check metrics daily: Review end-of-day metrics to identify operational improvements

Common Issues

• Issue: Board not updating in real-time

Solution: Refresh the page (Cmd+R or Ctrl+R) or check network status indicator in bottom right corner. If problem persists, contact support.

• Issue: Can't find a specific visit

Solution: Use the search box to filter by name, phone, or artist. Check the date filter to ensure you're viewing the correct day. Visit may have been archived or is on a different date.

• Issue: Action button is grayed out

Solution: Some actions are disabled based on current visit status. For example, you can't "Start Session" from Pending lane; client must be in Arrived lane first. Check the current lane and use the appropriate action for that stage.

• Issue: Client says they checked in via kiosk but don't appear on board

Solution: Check the Pending lane first (kiosk check-ins may need front desk verification). Use search box to find by phone number. If still not found, check if kiosk is properly connected (Settings > Kiosk Configuration).

• Issue: Wait time shows incorrect duration

Solution: Wait time is calculated from check_in_time to session_started_at. If the time seems wrong, verify the check-in timestamp on the visit card details. You can manually adjust timestamps in visit details if needed (requires admin permission).

• Issue: Too many visits in Completed lane making board cluttered

Solution: Archive completed visits by clicking the archive icon on each card, or use bulk archive action at end of day (Settings > Board > Auto-archive after X hours).

• Issue: Artist name not showing on visit card

Solution: Visit may be unassigned (client selected "No Preference" or is a walk-in). Use the Reassign action to assign to an artist.

Updated on: 19/01/2026