Staff Handbook

Staff Handbook

This handbook covers the operating standards every IZI administrator should know before their first independent shift. It’s a starting point — adapt it with your club’s specific rules.

Opening the shift

1. Arrive before your shift starts. Count the cash in the drawer before touching anything.
2. If the count doesn’t match the opening balance in the Z-report from the previous shift — flag it to whoever holds approval authority at your club before you open. Don’t open the shift with an unexplained discrepancy.
3. Open the shift in CRM: Shifts → Open shift. Enter the opening balance as counted.
4. Check the Hall view — confirm all PCs are online and no holds are left from the previous shift.

Serving clients

• Identify every client before starting a session. Phone number or IZI account.
• Never start a session without a tariff selected. “Free time” doesn’t exist — every session has a tariff.
• If a client is paying cash — enter the exact amount in CRM before accepting the money.
• If a client requests a discount — apply only if you have authorization. See discount policy below.

Discount policy

IZI has one built-in staff role — Administrator — plus custom roles the owner creates (for example a “Cashier” or “Senior Admin” role with a specific permission set). Discount authorization levels are set by whoever manages your club’s custom roles.

• Discounts up to [X]% — Administrator discretion (per your club’s policy).
• Discounts above [X]% — require approval from a staff member whose custom role includes discount-override permission, or from the club Owner directly.
• Never apply a discount retroactively after a session has started without that approval.
• All discounts are logged in CRM and reviewed in weekly reports.

Cash handling

• Never remove cash from the drawer without recording it as an expense in CRM.
• Count the drawer at handover — both outgoing and incoming admins sign off.
• Discrepancies over [threshold] must be reported to whoever holds escalation authority at your club before the shift closes.
• Do not lend cash from the drawer to anyone, including staff.

Hall incidents

PC offline: check network connection first. If not resolved in 5 minutes — place on hold and notify the person responsible for technical issues at your club. Do not leave a player at a non-functional machine for more than 2–3 minutes without offering a resolution (switch seat, pause session).

Session stuck: use the Force end session option in the Hall view. Document in the incident log.

Client dispute: stay calm, do not argue. Offer to pause or review the situation with a staff member who has authority to resolve disputes. Never manually adjust a client’s balance without that approval.

Closing the shift

1. Ensure no active sessions will be unexpectedly affected.
2. Count the cash in the drawer.
3. In CRM: Shifts → Close shift. Enter the cash amount counted.
4. The Z-report generates automatically. Review it: sessions count, revenue, discrepancy.
5. If discrepancy is above tolerance — note the reason before leaving.

Escalation contacts

Situation	Who to contact
Cash discrepancy above threshold	Club Owner or staff with escalation authority
Hardware failure	Technical contact
Client threatening or aggressive	Security / Club Owner
IZI CRM not responding	IZI support

See also

• Onboarding a new admin
• Training checklist
• Open shift
• Close shift