New Employee Training Flashcards
What do we promise to offer at all times? What are we known for (4 things)?
Professional, personal, friendly and clean service
A member needs something from the Recovery Zone. Can you leave the desk to get it for them?
No! Nnever leave the front desk unattended.
Someone (non-member or guest) would like to use the restroom. Can they?
No! Only members or guests are allowed to go beyond the front desk area!
How should you start every shift? Walk through the steps you take every day.
1) Be in uniform
2) All personal items should be in a locker
3) Clock in
4) Ask staff before you if there is anything you need to know
5) Check in with a manager
6) Review the white board
What are our 3 computers at the front desk primarily used for?
1) POS computer (also member check out)
2) Check in computer / radio
3) Membership computer
What is the difference between “Datatrak” and “ABC”
1) Datatrak = software (used for memberships, guests, sales, employee clock ins, sales, training/services calendars, etc.)
2) ABC = Our billing company. (They process all our billing. Their software is Datatrak)
What are the 2 types of patrons who come into One to One Fitness?
1) Prospects (tours, guests, temporary members)
2) Members (ongoing memberships)
What are the 3 types of prospects?
1) Tours
2) Guests
3) Temporary Members
Members have two numbers associated with their account (how we can identify / find them). What are they?
1) Barcode Number (key tag number) = 8-digits, always starting with “000” or “0000”
2) Agreement Number = 10-digits, always starting with “03412”
Do prospects have an agreement number?
No
Do prospects have a membership card / key tag?
Temporary members 2-weeks or longer have membership cards.
(Daily guests and 1-week temporary members are checked in manually)
How long does it take for us to make a new barcode?
Within 24 business hours
Where are new key tags left for members?
In the top, left drawer at the desk - in alphabetical order by last name
What do you do if it has been more than 24 hours and there is not a card for someone
Leave a note in “the box”
What do you do if someone lost their key tag?
1) They can come in without it for 3 visits
2) They need to purchase a new card for $10
How long does parking validation cover in the garage?
1) 3-hours during the week
2) 4-hours on weekends
Can a member who had a class on campus get parking validation?
No! Members/guests can only get parking validation if they are using the facility.
Someone lost their parking ticket. What do you tell them?
They need to see the person in the garage, or call a shift leader/manager to assist.
(We do not have anything to do with the garage other than providing validation)
How do you check someone in and out if they don’t have their membership card?
Manually type them in using last name, first name. Make sure you pick an active account and triple check the name
How do our lockers work?
Choose a 4-digit code to lock the locker. Use the same 4-digit code to unlock the locker.
What do you do if someone can’t get into their locker?
Page a shift leader or manager to open the lock with the key
Can you give the key to a member to unlock their locker?
NO! Never give the master key to a member or guest.
What do you do if someone has a check in alert?
1) Politely and quietly address the message
2) Leave a note in the box for the office staff - explain what happened when it was addressed
