Client Onboarding Workflow for Hospitality & Tourism

# Client Onboarding Workflow - Hospitality & Tourism

## Purpose
Use every time a new client signs on to ensure nothing falls through the cracks and every client receives a consistent experience.

## When to Use
A step-by-step workflow for onboarding new clients, from signed contract through to first deliverable. Covers documentation, access setup, and kick-off meeting.

## Instructions
1. Review the template below and familiarise yourself with the structure
2. Replace all [bracketed placeholders] with your hospitality & tourism business details
3. Customise the tone and formatting to match your brand
4. Save in your preferred tool (HubSpot or Asana)

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## Client Onboarding Workflow

### Trigger
New client signs contract or pays first invoice.

### Steps

**Step 1: Confirm Engagement** (Owner: Account Manager) - Within 1 hour
Verify the signed contract or paid invoice in HubSpot. Confirm the scope of work, payment terms, and start date. Send a personalised welcome email using the approved template.
- Tool: HubSpot
- Output: Welcome email sent, deal moved to "Won - Onboarding" stage

**Step 2: Create Client Project** (Owner: Operations Coordinator) - Within 4 hours
Set up a new project in Asana using the client onboarding project template. Assign due dates based on the agreed start date and populate with the client's specific deliverables.
- Tool: Asana
- Output: Project board created with all tasks and milestones

**Step 3: Generate Invoice Schedule** (Owner: Finance/Bookkeeper) - Within 24 hours
Create the recurring invoice schedule in Xero based on contract terms. Set up the client contact record if it does not already exist. Attach the signed contract to the client record.
- Tool: Xero
- Output: Invoice schedule configured, first invoice drafted or sent

**Step 4: Set Up Internal Communication** (Owner: Operations Coordinator) - Within 24 hours
Create a dedicated Slack channel named #client-[clientname]. Invite the account manager, project lead, and relevant team members. Pin the project brief and key dates.
- Tool: Slack
- Output: Client Slack channel live with pinned resources

**Step 5: Prepare Client Folder** (Owner: Operations Coordinator) - Within 24 hours
Create the client folder in your shared drive using the standard folder structure (Contracts, Briefs, Deliverables, Correspondence). Upload the signed contract and any briefing documents received.
- Tool: File management system
- Output: Client folder structure ready with initial documents

**Step 6: Collect Client Information** (Owner: Account Manager) - Within 48 hours
Send the client information request form to gather brand guidelines, login credentials for relevant platforms, key contacts, and any assets needed to begin work.
- Tool: HubSpot (form or email)
- Output: Client information form completed and filed

> Decision Point: If all client information is received, proceed to Step 7. If information is outstanding after 48 hours, send a follow-up reminder and escalate to the Account Manager.

**Step 7: Internal Briefing** (Owner: Account Manager) - Within 3 business days
Conduct a 30-minute internal briefing with the project team covering client background, objectives, scope boundaries, key contacts, and communication preferences.
- Tool: Slack (or Zoom for remote teams)
- Output: Team briefed, questions addressed, notes documented

**Step 8: Schedule Kick-off Meeting** (Owner: Account Manager) - Within 3 business days
Schedule the client kick-off meeting. Send a calendar invite with an agenda covering introductions, project timeline walkthrough, communication protocols, and immediate next steps.
- Tool: Calendar + HubSpot
- Output: Kick-off meeting scheduled with agenda shared

**Step 9: Conduct Kick-off Meeting** (Owner: Account Manager + Project Lead) - As scheduled
Run the kick-off meeting following the standard agenda. Confirm expectations, introduce team members, walk through the timeline, and agree on reporting cadence.
- Tool: Zoom/Teams
- Output: Meeting notes distributed, action items logged in Asana

**Step 10: Begin First Deliverable** (Owner: Project Lead) - Within 1 business day of kick-off
Commence work on the first deliverable. Update the Asana project status and post a progress note in the client Slack channel.
- Tool: Asana
- Output: First deliverable in progress, status visible to the team

**Step 11: 7-Day Check-in** (Owner: Account Manager) - 7 days after kick-off
Contact the client for a brief check-in to confirm satisfaction with the onboarding experience, address any concerns, and confirm communication is working well.
- Tool: HubSpot (email or call)
- Output: Check-in completed, any issues logged and addressed

### Completion Criteria
- [ ] Welcome email sent and acknowledged
- [ ] Project board created with all tasks assigned
- [ ] Invoice schedule configured in Xero
- [ ] Internal Slack channel active with pinned resources
- [ ] Client folder structure created and populated
- [ ] Kick-off meeting completed with notes distributed
- [ ] First deliverable commenced
- [ ] 7-day check-in completed

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**Complexity:** intermediate | **Setup time:** 20 minutes | **Tools:** HubSpot, Asana, Slack, Xero

Note: This template has been tailored for hospitality & tourism businesses in Australia. Adjust terminology and compliance references to match your specific context.