MEMBERSHIP
LOCKERS
Emergency/Policies
CUSTOMER SERVICE
MISCELLANEOUS
100
What are the Derrick Club's Transfer Fees?
1. $7,000 + $100 for the Derrick Club share 2. $17,800 + $100 for the Golf share.
100
What are the monthly costs of the 18+ lockers, and the monthly cost of the all age locker, and what is the monthly cost of the family lockers?
1. Men's/Women's/ 18+ 1/2 lockers = $12.75 2. Women's 1/3 lockers = $9.75 3. All age 1/2 lockers = $8.75 4. Family 1/2 lockers = $8.75 5. Family 1/4 lockers = $7.50
100
Why is it important to complete your WHMIS Where is the Health & Safety info?
For your own safety > know your site specific Gray Binder in Mail room (first top shelve)
100
Give me an example of how you would answer the phone?
"Good Morning" Derrick Club, Renee speaking, how may I help you? Thank you for calling the Derrick Club, Danielle speaking, how may I help you? Derrick Club, Chloe speaking,how may I assist you?
100
What are the top 3 responsibilities of your job?
1. Member Services - greeting and helping with their needs 2. Knowledge in all areas of the club 3. Communication - employees, members, boss, managers...
200
What are the Optional Payment Plans?
1. Payment in full 2. 3 equal payments 3. 5 equal payments
200
What are the cylinder procedures?
1. Complete the cylinder change request form 2. Confirm the member and the locker (checking their ID) 3. Confirm the cost with the member 4. Let them know that the removal of the cylinder usually up to 48 hours
200
Four key elements of Incident Reports Name all the incident reports
Who, What, When & Where As much info as possible include picture when applicable. Theft or Property Damage - 2 sided Minor Accident Major Accident
200
What would the perfect outfit look like when you are working?
Semi Formal - including slacks, skirts/dresses.... finger tip length, blouses/dress top (nothing too revealing) Do Not Wear! 1. Hoodies 2. Clothing with logos 3. Hats 4. Jean wear of any kind 5. T-shirts 6. NOTHING REVEALING
200
What member boundaries do we have to consider as an employee?
1. No dating members 2. Being friendly and social-able but stick to surface level questions - nothing too personal or deep (keep it professional) 3. NO GOSSIP with members or staff 4. What happens at the front desk... stays at the front desk!
300
How much is the monthly improvement fee and what is it used for?
$50 monthly to the shareholder and it is used for past, present, and future Derrick Club improvements
300
What is our procedure to have a lock removed?
1. Have the member fill out the yellow sheet located in the locker binder - section 14 2. Staff confirm on Jonas that it is the right member, and the right locker 3. If the member needs it removed right away - contact maintenance or a male fitness staff 4. Once completed put the yellow sheet in the locker binder - located in the mail room
300
False Alarm Procedures and Resetting System
False: 1. Key # 24, go to fire alarm between main doors 2. Push the flashing ACKNOWLEDGE button then the SILENCE button. You may need to press the SILENCE button several times before it shuts OFF. 3.Call Telsco - passcode # in p/c box 4. Tell them it's a false alarm 5. Using the page button call all departments to make announcement. Resetting: 1. After system has shut down the TROUBLE ACKNOWLEDGE button will flash and beep. 2. IF the alarm has been pulled, the display will show in which ZONE alarm was pulled. 3. MUST Reset RED pull station using the long key with #24. 4. Press TROUBLE ACKNOWLEDGE button. wait for system to reset to normal 5. Press the BLACK reset button (lower mid section of the panel to rest panel).
300
You are sitting at the front desk and you have a line up of members waiting to be helped..... When members continue to walk through the front door, how do you manage with greeting them all?
This is extremely hard to do but our job is greeting members and their guests, so we try really hard! If you cannot say something at least look over at everyone that enters the club; smile, give them all eye contact, a wave of your hand, or nod of your head. If there are a line up of members.... tell others you'll be right with them (do not ignore them) thank them for waiting patiently. If possible ask Fitness to come lend a helping hand.
300
What is Telsco and how do you deal with them?
Telsco is the Derrick Club's alarm company in charge of the fire alarm. If we receive a call because an alarm has gone off, (before we know).... we need to: 1. radio maintenance regarding the situation 2. Telsco will want our pass code number and your name 3. Make sure the alarm situation has been resolved - and let Telsco know
400
What are the 4 levels of Membership Status'?
1. Social 2. Athletic 3. Golf 4. Golf/Athletic
400
What are the different locker request procedures?
18+ 1. Fill out the locker request form 2. Give members options of upper(odd), lower(even) and size of lockers (1/3 are all over the map) 3. Pick a locker from the Vacant Locker Listing sheet and cross it off the list 4. Get the keys from the mail room, open the package, and confirm that there are 2 keys with member 5. Complete the request form (everyone signing it), and put it in Renee's mail box ALL AGE/FAMILY 1. Fill out the locker request form 2. Give members options of upper(odd), lower(even) and size of lockers (1/4 are all over the map) 3. Pick a locker from the Vacant Locker Listing sheet and cross it off the list 4. All the lockers have Derrick Club combo locks, they have the option to purchase that one ($8.95) or bring in one of their own 5. Ask them if they want us to keep their lock combination on file 6. If they choose to bring in their own - make sure we have our Derrick Club combo lock removed 7. Complete the request form (everyone signing it), and put it in Renee's mail box
400
Staff Muster Point If shelter is needed?
Bus Stop directly outside the gates SW corner 119St & 34 Ave. Golf grounds shop > reception has key if gate/building is locked
400
If you have been asked a question that you don't know the answer to - what do you do?
1. Ask for their name, phone number and account number 2. If you clearly understand what they are looking for then look for the information on the computer, in the binders, ask other staff, or from other managers. 3. Contact the member and give them the information and ask them if you can help in any other way
400
How do you put together a potential membership package?
1. Black Derrick Club folder 2. Lindsey's business card 3. Membership application form 4. Cost sheet 5. Different membership level sheet 6. Recreation guide 7. Potential member pamphlet 8. Postcard
500
Explain in great detail the differences between all of the 4 Membership status'
1. Social - F&B area, 12 times in a recreational area 2. Athletic - F&B area, access to all recreational facilities 3. Golf - F&B area, access to Golf areas, 12 times in a recreational area 4. Golf/Athletic - F&B area, access to Golf areas, access to all recreational facilities
500
What are the different locker cancellation procedures?
18+ 1. Fill out a locker cancellation form 2. They need to return both keys for the locker - if they do not have both keys they have 2 options: 1. Pay $30 for a cylinder change 2. Go to Western Lock & Key and have another one cut (give them their business card) 3. Make sure the cancellation sheet is complete, signed, and both keys are attached (in an envelope) to the sheet with the locker number on it 4. Put the cancellation sheet in Renee's mailbox ALL AGE/FAMILY 1. Fill out a locker cancellation form (making sure that their lock and belongings have been removed) 2. Make sure the cancellation sheet is complete and signed 3. Put the cancellation sheet in Renee's mailbox
500
Top five (5) things to remember in an emergency
1. Stay calm & help prevent panic 2. Notify Emergency Coordinator 3. Call 911, see if there is an Doctor in the building (staff that are CPR/First Aid qualified) 4. Communication: verbal, phone, radio (continuous, secure & 5. Know the location of all exits, first aid kits, AED's, fire alarms, fire extinguishers & oxygen
500
List 26 different things you should know and understand?
Gametime, program registration, cancellations, curling, court bookings, membership information, lockers, who is the manager/supervisors in each department, board members, jonas, affiliate clubs, how to navigate and use the website, telsco alarms, alarm monitor (Lenel), how to change the advertising monitors, knowledge of all departments or where to find it, 5X guest fees, incident reports, emergency procedures, where to park, directing members and guests on how to get to different parts of the club, guest fees and chits, what you are allowed as an employee, knowing the different wristbands, accepting payments, written communication.
500
List 35 areas of the Derrick Club?
Activity room, aquatics, art room, badminton courts, board room, Banff room, childcare, curling lounge, curling rink, Waterton room, Cypress room, Kananaskis room, Jasper room, Sun Cafe, Spike bar, Founder's room, Patio, Spa, snack shack, pro shop, golf course, multipurpose gym, strength and conditioning room, fitness gym, small gym, program room, 18+ change rooms, all age change rooms, family change rooms, island room, ABC room, administration office, washrooms, grounds/maintenance buildings, delivery areas (banquet kitchens/receiving room)
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