UPS/Leads System
Simply explain our UPS system
What day of the month does our billing date fall on? Can this be adjusted?
The 23rd of every month. No, this cannot be adjusted.
How long is the membership obligation period? What kind of memberships have a different obligation period?
12 months. Only corporate memberships have different obligation dates.
How many breaks are allotted per a 5 hour shift?
2 10 minute breaks and a lunch!
What is the process of checking in one of our members?
The phone rings and the person asks to speak to a membership advisor, what is the first question you ask?
Ask, "Are you a member?"
What happens if a member freezes inside of their obligation period?
Their obligation period gets extended for the time frame of their freeze.
A member requests to cancel their membership at the front desk. Walk us through next steps.
Ask the member "why" and "when." Check to see if they're still in their obligation period. Submit feedback with the following.
How many breaks are allotted per less than a 5 hour shift?
1 10 minute break.
What types of memberships are offered at Union St? What are the costs?
Select - $277
All Access - $300
Destination Access - $337
A member requests to freeze their membership from January 28th to February 15th. Walk us through next steps.
A membership freeze can only be put it in, in 1 month increments. Example - January 28th to February 28th. Let them know about the $50 freeze fee and submit the feedback as follows.
What 2 exceptions do we make when a member is requesting to cancel in their obligation period?
Relocation and or medical, WITH documentation.
What happens if you do not take your lunch and you're working longer than 5 hours?
A meal time violation. This is a written warning.
Are you allowed to eat at the front desk?
NO MEALS. Only snacks.
A person walks into the club and asks for a tour and pricing. Walk us through next steps.
Let the person know a membership advisor can assist and ask if they're in interested in meeting with one. Ask them if they have spoke to anyone about signing up yet. Check them in as necessary with IDENTIFICATION. Follow the UPS.
If a member has an overdue balance, when should you be stopping them to pay the overdue balance?
After the 1st of the month.
Can you cancel your membership due to job loss if you're in your obligation period? If not, what are next steps?
No, not anymore. They can freeze their membership or submit feedback.
If you're able to, see the situation yourself. Ask if they need you to call 911. Let management know. Grab incident report and have the member fill it out. If they cannot fill it out, fill it out for them. Leave this on management's desk.
You forget your nametag and or your "Greet" shirt. What do you do?
A person calls the club and asks if we have a sauna. Walk is through next steps.
You route them to a membership advisor via "On-Phone."
Explain the FULL freeze policy.
A member can freeze for up to 3 months consecutively once per year. A member can freeze for up to 6 months due to medical reasons with documentation. A member can freeze for up to 9 months due to pregnancy, without documentation.
If a member requests to cancel today, on January 21st. When is their cancellation date? If they request to cancel on January 24th, what is their cancellation date? Why?
February 1st. March 1st. Our 30-day notice policy.
What happens if you accumulate 5 meal time violations in a 3 month period?
Termination.
It is 1pm-3pm. There are barely any check-ins coming through. What should you be doing during this downtime?
Wipe down the front door glass, removing clutter from the front desk. Organizing. Wiping down the counter tops.