New Employee Training

Question 1

What do we promise to offer at all times? What are we known for (4 things)?

Answer 1

Professional, personal, friendly and clean service

Question 2

A member needs something from the Recovery Zone. Can you leave the desk to get it for them?

Answer 2

No! Nnever leave the front desk unattended.

Question 3

Someone (non-member or guest) would like to use the restroom. Can they?

Answer 3

No! Only members or guests are allowed to go beyond the front desk area!

Question 4

How should you start every shift? Walk through the steps you take every day.

Answer 4

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

Question 5

What are our 3 computers at the front desk primarily used for?

Answer 5

1) POS computer (also member check out)
2) Check in computer / radio
3) Membership computer

Question 6

What is the difference between “Datatrak” and “ABC”

Answer 6

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)

Question 7

What are the 2 types of patrons who come into One to One Fitness?

Answer 7

1) Prospects (tours, guests, temporary members)
2) Members (ongoing memberships)

Question 8

What are the 3 types of prospects?

Answer 8

1) Tours
2) Guests
3) Temporary Members

Question 9

Members have two numbers associated with their account (how we can identify / find them). What are they?

Answer 9

1) Barcode Number (key tag number) = 8-digits, always starting with “000” or “0000”
2) Agreement Number = 10-digits, always starting with “03412”

Question 10

Do prospects have an agreement number?

Answer 10

No

Question 11

Do prospects have a membership card / key tag?

Answer 11

Temporary members 2-weeks or longer have membership cards.
(Daily guests and 1-week temporary members are checked in manually)

Question 12

How long does it take for us to make a new barcode?

Answer 12

Within 24 business hours

Question 13

Where are new key tags left for members?

Answer 13

In the top, left drawer at the desk - in alphabetical order by last name

Question 14

What do you do if it has been more than 24 hours and there is not a card for someone

Answer 14

Leave a note in “the box”

Question 15

What do you do if someone lost their key tag?

Answer 15

1) They can come in without it for 3 visits
2) They need to purchase a new card for $10

Question 16

How long does parking validation cover in the garage?

Answer 16

1) 3-hours during the week
2) 4-hours on weekends

Question 17

Can a member who had a class on campus get parking validation?

Answer 17

No! Members/guests can only get parking validation if they are using the facility.

Question 18

Someone lost their parking ticket. What do you tell them?

Answer 18

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)

Question 19

How do you check someone in and out if they don’t have their membership card?

Answer 19

Manually type them in using last name, first name. Make sure you pick an active account and triple check the name

Question 20

How do our lockers work?

Answer 20

Choose a 4-digit code to lock the locker. Use the same 4-digit code to unlock the locker.

Question 21

What do you do if someone can’t get into their locker?

Answer 21

Page a shift leader or manager to open the lock with the key

Question 22

Can you give the key to a member to unlock their locker?

Answer 22

NO! Never give the master key to a member or guest.

Question 23

What do you do if someone has a check in alert?

Answer 23

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