"Welcome, Bernadette — we're thrilled to have you join the WELLegacy family."
About WELLegacy Travel Agency
What Makes Us Unique
WELLegacy specializes in premium-to-luxury travel experiences that go beyond typical vacations. We curate wellness-oriented journeys designed to heal, transform, and build lasting legacies for our clients and their families.
Our approach combines intentional travel planning with holistic wellness principles, creating experiences that resonate across generations. Every itinerary is crafted with care, authenticity, and a deep commitment to transformative travel.
Our Service Philosophy
We believe travel should be more than a getaway—it should be a catalyst for personal growth, family connection, and lasting memories. Our premium services cater to discerning travelers seeking meaningful experiences that align with their wellness goals and values.
From custom itineraries to group wellness journeys, we handle every detail with precision and care, ensuring each trip becomes a cherished part of your legacy.
Curating experiences that heal generations and build legacy through intentional travel. We believe in the transformative power of wellness-focused journeys that create lasting impact for individuals, families, and communities.
Mission
To provide premium travel experiences that integrate wellness, authenticity, and cultural immersion, creating meaningful connections and memories that transcend typical tourism.
Purpose
Every journey we design is an opportunity for transformation, healing, and legacy-building. We're not just planning trips—we're crafting life-changing experiences.
2025 Strategic Goals
1
Increase Client Retention by 10x
Build lasting relationships with our clients through exceptional service, personalized follow-up, and loyalty programs that keep them coming back for their next transformative journey.
2
Expand Service Offerings
Diversify into Corporate Wellness Travel, Group Journeys, and integrate Fullscript business to provide comprehensive wellness solutions for our clients.
3
Streamline Operations for Scale
Optimize our systems and processes to handle 10x more clients with our existing team, ensuring quality remains exceptional as we grow.
Current Status
Active Clients: 3
We're in our startup phase with tremendous growth potential ahead.
Revenue Target
90-Day Goal: $5,000/month
This milestone may evolve as we refine our business model.
Core Values That Guide Us
Client-First Excellence
Every decision we make prioritizes our clients' needs, preferences, and wellbeing. We go above and beyond to exceed expectations and create unforgettable experiences.
Your Role: Build systems that ensure no client detail is overlooked and every interaction reflects our commitment to excellence.
Authentic, Transformative Experiences
We curate genuine, meaningful journeys that create lasting change in our clients' lives. Authenticity and transformation are at the heart of everything we do.
Your Role: Ensure our operational systems support the delivery of personalized, high-touch service that enables transformative experiences.
Operational Integrity & Transparency
We maintain the highest standards of honesty, accuracy, and accountability in all our business operations and client communications.
Your Role: Create transparent workflows, clear documentation, and reliable systems that build trust with clients and team members.
Collaborative Growth
We believe in the power of teamwork, continuous learning, and mutual support. Together, we're building something extraordinary.
Your Role: Foster collaboration through clear communication protocols, shared systems, and processes that bring our team together.
Your Role & Impact
Business Virtual Assistant – Organizational Infrastructure
Responsibilities
Restructuring: Overhaul client intake, project management, invoicing, and admin systems
Workflow Organization: Design cross-platform flow without Tern access
Key Deliverables
Comprehensive process audits and gap analyses
Standard Operating Procedures library
Integrated workflow systems
Templates and automation tools
Training documentation
Success Markers
30 Days: Complete audit + implement quick wins
60 Days: Draft SOPs + system prototypes ready
90 Days: Full implementation + refinement complete
Your work will create the foundation for WELLegacy's scalable growth. The systems you build will enable us to serve more clients with excellence while maintaining the personalized, high-touch service that defines our brand.
Understanding Our Travel Agency Operations
1
Custom Itineraries
Personalized travel planning tailored to individual client wellness goals and preferences
2
Group Trips
Curated group experiences for families, friends, or corporate wellness retreats
3
Wellness Experiences
Transformative journeys focused on healing, rejuvenation, and personal growth
About Tern Platform
What it is: Tern is our central trip management tool and CRM used by travel advisors to manage client bookings, itineraries, and trip details.
Important Note: As a VA, you won't have direct access to Tern. Your role focuses on building complementary systems that work alongside Tern to streamline operations. You can access more information on how Tern functions on their Youtube.
More on Tern:
This video is a complete demo of the Tern CRM platform. You do not need to watch the full video but it's here to help you gain an understanding of the platform.
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Current Operational Pain Points
Understanding where we need improvement is the first step toward building better systems. Here are the key challenges you'll help us solve:
Client Intake Challenges
Manual handoffs between team members create opportunities for information to fall through the cracks. We need a streamlined intake process that captures all client details and preferences from the first interaction.
Project Tracking Inconsistencies
Without standardized tracking methods, it's difficult to maintain visibility into project status, deadlines, and deliverables. This leads to miscommunication and missed opportunities.
Marketing Misalignment
Content planning and execution aren't always synchronized with business priorities, resulting in missed marketing opportunities and inconsistent brand messaging.
Administrative Overwhelm
Email overflow and calendar clutter make it challenging to stay organized and responsive. We need better systems for managing daily administrative tasks efficiently.
Your Toolkit & Access
You'll work with a carefully selected suite of tools designed to maximize efficiency and collaboration. Here's your technology stack:
Google Workspace
Primary Hub: Email, Drive, Calendar, Docs, Sheets
Your main operations center for communication, file storage, scheduling, and document creation. All core business activities flow through Google Workspace.
Our central repository for standard operating procedures, project management, and team knowledge. You'll build and maintain our Notion workspace.
Gamma AI
Design Tool: Presentations & Documentation
Create beautiful, professional presentations and documentation with AI-powered design assistance. Perfect for client-facing materials and internal resources.
Slack
Communication: Team Chat & File Sharing
Real-time team communication, quick questions, file sharing, and daily coordination. Check Slack regularly for updates and requests.
File Storage Structure
Location: Google Drive > Operations > [Your Subfolders]
Access credentials and detailed setup instructions will be provided during your first week. Contact Ryan if you need any additional access or have login questions.
Working Around the Tern Limitation
Coordination Without Direct Access
While you won't have direct access to Tern (our travel advisors' trip management platform), you'll create complementary systems that ensure seamless operations. Here's how we'll bridge the gap:
01
Slack Protocol for Updates
Establish clear communication channels where travel advisors share client and trip updates from Tern. Create templates for consistent information sharing.
02
Notion Tracking Mirror
Build a Notion database that mirrors key Tern data, allowing you to track projects, deadlines, and client information without direct platform access.
03
Google Sheets Templates
Design spreadsheet templates for status tracking, invoicing, and reporting that integrate with information from Tern via manual updates from advisors.
04
Weekly Sync Meetings
Schedule regular check-ins with travel advisors to stay aligned on client needs, project status, and upcoming deadlines.
Information Request List
Client booking status updates
Trip timeline and milestones
Invoice generation needs
Client communication logs
Vendor coordination details
Update Frequency
Daily: Urgent client matters
Weekly: Project status updates
Bi-weekly: Comprehensive reviews
Monthly: Performance metrics
Priority Workflow Area 1
Client Intake, Project Management & Invoicing
Current State
Manual client intake forms
Inconsistent data capture
No standardized PM framework
Ad-hoc invoicing process
Limited visibility into pipeline
Critical Gaps
Missing client information during handoffs
Unclear project ownership and accountability
Invoice delays impacting cash flow
No centralized tracking system
Difficulty forecasting workload
Objective 1: Map Client Journey
Document every step from initial inquiry through booking completion, identifying touchpoints, handoffs, and decision points.
Objective 2: Create PM Framework
Build a project management system in Notion/Sheets that tracks all active projects, deadlines, and deliverables.
Objective 3: Build Invoice Workflow
Design an invoice tracking system that prevents delays, eliminates duplicates, and provides clear payment status visibility.
Objective 4: Write SOPs & Templates
Create comprehensive documentation and reusable templates for intake forms, project briefs, and invoicing procedures.
30-Day Action Plan
Focus: Complete comprehensive process audit and conduct stakeholder interviews with LaTanya, Ryan, and Emmanuel to understand current workflows and pain points.
Priority Workflow Area 2
Marketing Coordination
Current State
Marketing content planning is currently disconnected from business operations, leading to missed opportunities and inconsistent brand messaging across platforms.
There's limited coordination between the social media manager and the rest of the team, resulting in content that doesn't always align with current client projects or business priorities.
The Vision
Create a seamless marketing coordination system where content planning, client stories, and business goals are perfectly aligned.
Enable Emmanuel to create compelling content that showcases our work while maintaining operational efficiency and brand consistency.
Weekly Sync with Social Media Manager
Establish regular coordination meetings with Emmanuel to align content planning with business activities, client milestones, and promotional priorities.
Shared Content Calendar System
Build a centralized content calendar accessible to all team members, showing planned posts, campaigns, and content themes for the month ahead.
Marketing Request Workflow
Design a clear process for submitting marketing requests, including approval paths, asset requirements, and timeline expectations.
Asset Handoff SOP
Create standard procedures for sharing photos, client testimonials, and other marketing assets, including version control and file naming conventions.
Integration Tip
Build a bridge between client projects and marketing content. When clients complete transformative trips, create a streamlined process for capturing their stories and converting them into compelling marketing materials.
Priority Workflow Area 3
Administrative Excellence
Efficient administrative systems are the backbone of smooth operations. Your focus here is creating order from chaos and building sustainable habits that keep the team organized and responsive.
1
Email System Setup
Design a comprehensive email management system including folder structures, label taxonomies, and canned response templates for common inquiries.
Create folder hierarchy for client communications
Build label system for priority and category
Draft templates for frequent responses
Establish inbox zero protocols
2
Calendar Protocols
Implement calendar best practices that maximize productivity and minimize scheduling conflicts.
Color-coding system for meeting types
Time-blocking for focused work
Shared calendar views for team visibility
Buffer time between meetings
3
Notion Task Tracker
Build a Notion database for tracking recurring administrative tasks, ensuring nothing falls through the cracks.
Daily task checklists
Weekly routine reminders
Monthly administrative reviews
Quarterly planning cycles
Quick Wins: Two-Minute Rule Workflow
Implement the two-minute rule: if a task takes less than two minutes, do it immediately rather than adding it to a list. Create a workflow guide for identifying and handling these quick tasks efficiently.
SOP Development Framework
Creating Documentation That Works
Standard Template Elements
Purpose: Why this process exists
Scope: What's included and excluded
Roles: Who's responsible for what
Procedures: Step-by-step instructions
Tools: Required software and resources
Troubleshooting: Common issues and solutions
Review Cycle
Every SOP follows a structured review process to ensure quality and accuracy:
Draft: Initial creation by you
Review: Feedback from stakeholders
Approve: Final sign-off from Ryan/LaTanya
Publish: Add to Notion SOP Library
Storage Location
Notion Path: Operations > SOP Library
All SOPs will be organized in Notion with clear categorization, tagging, and search functionality for easy access by team members.
What information do you wish you had easier access to?
What would make your work more efficient?
Decision Framework
Pause: Need more information or stakeholder input
Proceed: Clear path forward, implement the solution
Escalate: Requires leadership decision or significant resources
Performance Expectations & Evaluation
How We'll Measure Success
25%
Workflow Efficiency
Target time reduction in key processes through automation and optimization
8/10
Stakeholder Satisfaction
Team feedback score on new systems and processes
100%
System Adoption
Team members actively using new systems within 30 days of implementation
$5K
Revenue Goal
Monthly revenue target after first 90 days (subject to adjustment)
Additional KPIs
Documentation Clarity: Peer test pass rate for SOPs
Communication Response Time: Adherence to protocol SLAs
Project Completion: On-time delivery of milestones
System Reliability: Uptime and error rates
Evaluation Cadence
Weekly: Informal feedback and quick adjustments
Monthly: Formal performance review meeting
Quarterly: Comprehensive evaluation and goal setting
90-Day: Major milestone assessment
Remember, we're in startup mode—these metrics will evolve as we learn what works best for our business. Your input on refining these KPIs is valuable and encouraged.
Communication Protocols
Staying Connected & Aligned
Daily Slack Check-ins
Monitor Slack channels throughout your work hours for urgent requests and team updates
Weekly Reports
Submit progress updates every Friday covering accomplishments, challenges, and next week's priorities
Friday Review
Weekly team meeting to review progress, address blockers, and align on priorities
Response Time SLAs
Slack Channel Directory
#general: Team-wide announcements and casual conversation
#operations: Your primary channel for workflow questions and updates
#marketing: Content coordination with Emmanuel
Direct Messages: For sensitive or one-on-one discussions
Reporting Chain: You report directly to Ryan Arthur (Executive Assistant). For strategic decisions or policy questions, Ryan will escalate to LaTanya as needed. Always keep Ryan in the loop on major initiatives.
Schedule introductory calls with Ryan, LaTanya, and Emmanuel
Days 2-3: Discovery & Learning
Conduct stakeholder interviews with each team member
Shadow Ryan for a day to observe current workflows
Review existing documentation and file structures
Identify immediate pain points and quick win opportunities
Begin process mapping for client intake
Days 4-5: Planning & Reporting
Create initial process maps for key workflows
Draft communication protocol document
Identify top 3 quick wins to implement in Week 2
Prepare and submit your Week 1 report
Schedule your Week 2 priorities with Ryan
Week 1 Success Indicators
✓ All tools accessed and functional ✓ Met with all team members ✓ Completed stakeholder interviews ✓ Identified 3+ quick wins ✓ Submitted comprehensive Week 1 report
Resources & Support
Everything You Need to Succeed
Internal Resources
Notion Workspace: SOP library, project tracker, knowledge base
Google Drive: Operations folder with templates and documentation
Slack Channels: Real-time support and team communication
This Presentation: Reference guide for your entire onboarding
Weekly Meetings: Dedicated time for questions and guidance
Key Contacts
Ryan Arthur: Your direct supervisor for day-to-day questions
LaTanya Arthur: Strategic guidance and final approvals
Emmanuel John Legaspi: Marketing coordination and content questions
Tech Support: Ryan for all access and technical issues
Team Expertise Map
LaTanya: Travel industry expertise, client relationships, wellness travel Ryan: Operations, systems, executive support Emmanuel: Social media, content creation, brand voice
How to Request Help
Urgent: Direct Slack message to Ryan Standard: Post in #operations channel Strategic: Bring to Friday review meeting
Culture Note
Collaborative learning is expected and supported. We're building this together—your questions help us all improve. Never hesitate to ask for clarification or support.
Success Factors & Expectations
What Excellence Looks Like
Deliverable Quality Standards
✓ Clear, concise, and actionable documentation
✓ Error-free work with attention to detail
✓ User-friendly systems that team members can easily adopt
✓ Scalable solutions that grow with the business
✓ Professional communication in all formats
✓ Proactive problem-solving and initiative
Work Schedule
Hours: 10-15 hours per week
Days: Monday, Wednesday, and Friday 5 hrs per day max
Flexibility: Some weeks may require more or fewer hours based on project needs
Availability: Responsive during your scheduled work hours
Proactivity
Anticipate needs, identify problems before they escalate, and propose solutions without waiting to be asked.
Clarity
Communicate clearly and concisely. Ask questions when uncertain. Document decisions and rationale.
Iteration
Embrace feedback, continuously improve systems, and adapt to changing business needs.
Key Performance Metrics
SOP Completion: All priority SOPs drafted within 60 days
Efficiency Gains: Measurable time savings in key workflows
Team Feedback: Positive adoption and satisfaction scores
System Reliability: Minimal errors and smooth operations
Long-term Vision: Your ultimate success is creating scalable systems that work independently of Tern, enabling WELLegacy to grow efficiently while maintaining our high-touch, personalized service model.
30-60-90 Day Roadmap
Your Path to Success
Days 1-30: Discovery + Foundations + Quick Wins
Focus: Understanding current state and building relationships
Complete comprehensive audit of all workflows
Conduct stakeholder interviews with entire team
Map existing processes and identify pain points
Implement 3-5 quick wins that provide immediate value
Begin drafting priority SOPs
Establish communication protocols and reporting rhythm
Purpose: Protects confidential business information, client data, and proprietary processes
What it covers: Client information, business strategies, financial data, operational procedures, and any sensitive information you access during your work
Your responsibility: Maintain strict confidentiality of all WELLegacy information during and after your engagement
✓ Sign all legal documents (NDA, Contractor Agreement, etc.)
✓ Set up access to Google Workspace, Notion, Slack, and Gamma
✓ Introduce yourself in Slack #general channel
✓ Schedule introductory meetings with Ryan and LaTanya
2
Week 1-2 Setup Steps
✓ Conduct stakeholder interviews with each team member
✓ Review existing documentation and file structures
✓ Begin process audit for client intake workflow
✓ Submit Week 1 report by Friday
Upon his onboarding completion, schedule an introductory meeting with Emmanuel
3
Ongoing Weekly Rhythm
Mondays:
Review week's priorities and deadlines
Check Slack for weekend updates
Update project tracker in Notion
Daily:
Monitor Slack channels throughout work hours
Respond to urgent requests within 2 hours
Log progress on active projects
Fridays:
Submit weekly progress report
Attend team review meeting
Plan next week's priorities
Monthly:
Comprehensive performance review meeting
Update SOP library with any changes
Review and refine systems based on feedback
4
30-Day Milestones
✓ Complete comprehensive workflow audit
✓ Finish stakeholder interviews
✓ Implement 3-5 quick wins
✓ Draft 2-3 priority SOPs
✓ Establish communication protocols
✓ Create initial project tracking system
Success Indicators
You're on track if you've completed all Week 1-2 setup steps, received positive feedback from stakeholders, identified clear improvement opportunities, and feel confident in your understanding of WELLegacy's operations and culture.
AI Integration & Quality Standards
Smart & Ethical AI Use at WELLegacy
AI as an Amplifier
We embrace AI to enhance efficiency, aiming for it to support approximately 30% of your workload. It's a tool to augment your capabilities, not replace human judgment or creativity.
Approved AI Functions
Utilize AI for tasks like grammar and spell-checking, refining wording for clarity, and expediting research or content drafting. Its application should always be context-aware and benefit the overall workflow.
Maintaining Brand Integrity
AI must never compromise WELLegacy's brand quality or diminish the human touch. Avoid outputs that lack genuine opinion, thorough research, or personalized insights. Your discernment is paramount.
Documentation & Human Oversight
For documentation, AI can draft initial content. However, your role demands meticulous review, editing, and ensuring the final output reflects human-level quality, detail, and accuracy.
By leveraging AI thoughtfully, you'll help us maintain our high standards while gaining significant productivity advantages.
Questions & Next Steps
Welcome to WELLegacy, Bernadette
Your Official Onboarding Meeting
Date: Friday, November 21st, 2025
Attendees: You, LaTanya Arthur, and Ryan Arthur
Purpose: Official welcome, answer questions, clarify expectations, and set you up for success. LaTanya will be available to meet with and ask questions to.
Preparation: Review this presentation and set up a brief plan of action to present to LaTanya.
Your First Assignment
Priority 1: Complete and sign all legal documents
Priority 2: Work through the VA Task Sheet starting with Week 1 setup steps
Priority 3: Submit any additional access requests via Slack #operations channel
Priority 4: Prepare questions for your onboarding meeting
We're Here to Support You
Starting a new role can feel overwhelming, but you're not alone. The entire WELLegacy team is here to support your success. Don't hesitate to ask questions, request clarification, or seek guidance.
Your Impact Matters
The systems you build will shape how WELLegacy scales and serves clients for years to come. Your work is foundational to our growth and success.
Let's Build Something Great
We're excited to have you on the team and can't wait to see the operational excellence you'll bring to WELLegacy. Together, we're building legacy experiences that transform lives.