# A good welcome is a system.

## A clear arrival

Responsible: Experience host. Accountable: Service lead.

Customer: Find the welcome point.

Frontstage: Greet the guest and confirm the booked session.

Backstage: Read the reviewed booking note.

Support: Prepare a visible arrival sign.

Acceptance: Guest confirms the session and meeting point.

Failure: A booking is missing.

Escalation: Service lead checks the record; do not promise a seat.

## Prepare the room

Responsible: Operations coordinator. Accountable: Service lead.

Customer: See a ready workspace.

Frontstage: Explain where personal belongings can stay.

Backstage: Check materials and accessible workstation requests.

Support: Run the room readiness checklist.

Acceptance: Room checklist is signed before activity starts.

Failure: A requested material is unavailable.

Escalation: Operations proposes a reviewed substitute to the service lead.

## Make the next step clear

Responsible: Craft trainer. Accountable: Service lead.

Customer: Understand the session and how to ask for help.

Frontstage: Give a short welcome and explain the break point.

Backstage: Review the session plan and recovery route.

Support: Keep the approved session guide nearby.

Acceptance: Guest can name the first activity and help contact.

Failure: The guest needs a different pace.

Escalation: Trainer agrees an appropriate adjustment with the service lead.

## Make with confidence

Responsible: Craft trainer. Accountable: Service lead.

Customer: Complete the guided practice.

Frontstage: Demonstrate one action, then invite the guest to try.

Backstage: Monitor the material inventory and help queue.

Support: Use the reviewed instruction cards.

Acceptance: Guest completes the stated practice step.

Failure: The activity cannot continue safely.

Escalation: Pause the activity and ask the service lead to review.

## Leave with a useful next move

Responsible: Experience host. Accountable: Service lead.

Customer: Take the work and know the follow-up option.

Frontstage: Review the result and thank the guest.

Backstage: Reconcile materials and prepare the next session.

Support: Provide the approved care sheet.

Acceptance: Guest receives the agreed takeaway and help route.

Failure: The result is not ready.

Escalation: Service lead agrees a clear follow-up without inventing a promise.