INSURANCES
What do we need for a renew active memberhsip?
Renew Active Acode
What do we offer for fixed income families, or adults who want a membership but cant afford it?
Scholarships, Personal Pricing, Promos
Give a tip pr example on how to give a good tour to a new or returning member? Why are Tours important?
It shows what we offer at our faciltiy, it helps them get to know our facility, and makes everyone feel welcomed
What programs do we offer for youth
Swim lessons, sports, martial arts, tumbling, parents night out, youth fitness training, schools out fun club, SDC, events for kids and families
What are some expectations you guys have; to have a strong membership team?
How long is a Molina and United Health Care membership good for youth? How long is a NTC membership good for?
Molina and United Health Care - 2 months a year
NTC- every 3 months, as long as they have the same insurance
What is the Youth Teen Guidelines? Why is it important?
The Youth Teen Guidelines is a code of conducts youth 10 years-18 years old. Hold them accountable for inappropriate behavior
What is the process to start a personal training?
1. Sign up for a get started or a person training consultation.
2. Register for personal training session in Daxko and take payment
3. Schedule them into schedulista
What do we use for sport teams, game schedules and coach contact info?
Player Space
What are some ways to keep a positive work environment?
When should we push the date for a NTC account, and for how long?
When they are active or renewed. Push it for 3 months!
A family comes in, wants to join but can not afford the membership. What options do we have for them? How can we make them feel supported and not singles out?
Financial Aid/ Scholarship is offered first because we need proof of income. Next would be personal Pricing.
What are some ways to help famlies, new members, and non- members who cant speak english to help them feel welcomed and listened to.
Google Translate, Patience, Visuals
What ages are allowed in the wellness area and cardio room.
10-13 are allowed after completing Youth fitness training. 14 up are allowed without
What are some ways to find a sub if you can not make it to your shift?
1. Reach out to other coworkers, text, sling
2. Talk to George let him know
3. If no one is responding reach out again
4. Keep George updtaed
What is the process to set up Renew Active and Silver Sneakers?
1. Look in daxko to see if they are in our database 2. Confirm insurance on the websites, to make sure they are active.3. Renew active we need their A-code if we can't find it they will need to contact to get. 4. Put the A-Code and SS number in their account under health and welness
What is our cancellation policy and hold policy? What is the new process to cancel a memebrship?
Holds and Cancelations must be done by the 25th of the current month. Holds can be set up to 90 days unless approved by the director.
What is the most important rule working at the front desk?
WELCOME EVERYONE! Say HI, Goodmorning, Have a nice a day! We are the first and last person they see when they are at the ymca!
What is the process when someone comes in to turn in a summer day camp / schools out fun club packet?
1. Make sure everything is filled out correctly and completely
2. Put it on Suzi's desk right away
What are some ways to be a good team player while working at the desk?
Taking turns doing towels, communicate on sling, help answer phones, limit leaving the desk during busy times, be proactive and help each other out
What insurances do we accept?
Nebraska Total Care (NTC), United Healthcare (Renew Active, Youth), Silver Sneakers, Molina Youth
ROLE PLAY!
Role play a scenario where someone wants to join but they seem unsure, questionable and we want to try and encourage them to join?
ROLE PLAY!!
Role Play a scene where a member calls the front desk, is very upset about a charge on their account. They are blaming us for taking their money. They are yelling, calling mean names. How can we de escalate them?
ROLE PLAY!!
A parent comes in a very upset because their coach has not communicated anything. They do not have the practice information, and they are unable to log into playerspace.
ROLE PLAY!!