WC Best Practices
Everyone must sign in when they enter the center except for swim team and swim coaches. True or False
False.
A member with a grandfathered rate wants to change their membership type. What do you do?
Inform them that any changes will void their grandfathered discount and move them to the current rate.
What time does the pool and basketball court close?
30 minutes before the facility closes.
Who is responsible for the Pay It Forward list?
Everyone!
How many times can a person use a guest pass (free and paid)?
Free - Twice
Paid - Is only available during the summer months
Members can bring paid guests to the basketball court. True or False
False.
How do you verify if someone has had a membership before, and why is it important?
Search Salesforce using the member’s ID name (and any other names if needed). This prevents duplicate accounts, checks past-due balances, and alerts.
Who issues wristbands for the pool and where do you verify swim test status?
Membership Associates hand out pool wrist bands. If a child has past their swim test you can look on their contact information when they scan in.
What is the first thing we do when giving a tour?
Have the guest fill out the digital tour card.
All directions for salesforce; selling and changing a membership, registering for programs, etc. can be found in what 2 places?
Membership Central and the SOP book
If a YMCA employee from another center would like to use our facility, how do we handle that?
Inform them that their home center will need to be updated and have them complete a Membership Change Request form.
Explain the 4 most important things to check when selling a payroll deduction membership.
1.Correct form (City Bartlett vs City of Memphis)
2.Copy of badge
3.Enter organizational affiliation
4.Collect payment for prorated amount
Note: Bartlett City Schools employees get the discount but don’t payroll deduct. You still need a copy of their badge and organizational affiliation entered.
How does someone receive a basketball wrist band?
1. They must be an active Bartlett YMCA member.
2. They must scan in each time they are wanting a wrist band.
Note: If someone on the basketball does not have wrist band they most rescan in to receive one to go back to the court.
If someone asks you for copy of the GX schedule or any flyer how do you respond?
Walk with them to the communication board.
If a member/guest wants to register for private swim lessons how do they do that?
Register under their account. They MUST register and pay before anyone will reach out to schedule swim lessons.
Which employees are allowed behind the WC desk
Staff that is on shift, and WC staff.
If a member wants to add an adult to their account who is not their spouse, what 3 things must be done?
1. The primary member must be present.
2. The adult being added must come in, provide proof they live in the same household.
3. Membership change request must be completed.
*Now Roleplay
Anyone who has a membership is allowed to drop off children in Y Play. True or False?
False. Only an authorized person listed on the child’s household membership may pick them up and drop them off.
What is the current wellness challenge and how does it work?
105 Saves Lives. Bike, walk, run, swim 105 miles to win a 105 Saves Lives duffle bag. Raise $105 for St. Jude to win a 105 Saves Lives t-shirt.
When a circumstance goes beyond policy, who makes the decision and how is it documented?
The MOD makes the call and documents it by putting a note on the account and emailing Jennie and Jennifer.
If the MOD is uncertain they will email the situation to Jennie and Jennifer to make the call.
Please do not ask members to email us directly about the situation this can sometimes cause information to be left out.
What do you do if you see an alert on a contact?
Verify if the alert action has been done and completed. If it has been completed delete the alert.
Who can be on a household membership?
2 Adults and dependents who live in the household
MOD should be regularly checking what 4 high risk areas?
Weight room, Basketball Court, Pool, Upstairs
What 2 things are not allowed behind the WC desk and where should they be kept?
Food should be eaten at a lobby table.
Phones should be kept in the red box at the Membership Directors desk.
What 4 things are done when a Hallpass alert appears on someone's account?
1. Discreetly communicate with the member.
2. Obtain a copy of their driver’s license.
3. Email the ID to Jennie, Jennifer, and Jenny Dunn with the subject line “Hall Pass.”
4. Once cleared, center leadership contacts the member to let them know they may return.
*Now roleplay a Hallpass scenario