SGA
Who should check in? When specifically?
Everyone, every visit!
Non-members: visitor sign in sheet
Members: at each visit, every day pass sold or 10-day pass provided, every membership sold
What is the deadline for time off requests to be submited each month?
10th of the month for the following month's schedule. (eg. 6/10 deadline for July requests)
What are the membership types and prices?
Adult-$48, Young Adult (age 20-25)-$38, Household-$78, Youth-$18, Teen-$28, PW Adult-$35, PW Household-$60 (alternate pricing for corporate membership)
What three things must be worn on every shift?
Y uniform shirt, nametag, close-toed shoes.
Where can you find info on our current membership promos? (4 correct answers)
bulletin board update, paylocity community, membership folder, SGA homepage
What critical number must you verify and include when activating an insurance membership?
The Health Plan ID! (this is how we get revenue for their visits. If this number is wrong, or it is tied to the wrong membership type, we don't get paid!)
Where do you submit time off requests?
Paylocity > Schedule > Availability > click "+" and specify all day or specific times
When reviewing membership options with a potential member, what FOUR avenues other than full pay could you explore?
Insurance Membership, Financial Assistance, Corporate membership discounts, PW Branch only memberships
What 3 resources should you check at start of each shift?
pwfront desk email, pwfrontdesk calendar, social activity calendar
Where can you print more cancellation forms, financial assistance applications, etc?
HANK>Membership Department>Membership Forms
After approving Financial Assistance and adding the modifier, what else do you need to add to the account and why?
Add an APPROVAL for the same discount amount. This applies the discount to swim, sports, day camp, etc.
Where do you find *electronic* information related to working membership or facility updates?
Community> Pete White Staff
Messages are found in "Activity" Electronic bulletin board updates found in "Files"
If a member wants to cash pay only, what must you do prior to setting up statement billing?
Explore monthly recurring payment options. Ensure the member has a clear understanding that the membership will continue renewing until it's cancelled, and ensure they know to pay their monthly dues PRIOR to the due date.
What should be done every shift in the course of doing towel laundry?
Clean the dryer vent each load, complete an aquatic quick check at least once per shift.
1) How do you register non-members to participate in AAA Classes or OKCBallet?
2) What is the process for selling VA day passes (veterans accompanying Kristine)?
1) Create profile, add day pass from offerings, enter promo code: AAA or OKCBallet
2) Add day pass, enter promo code: VAOKC.
How can you recognize a colleague/peer for outstanding work?
Paylocity > Community > Recognition
If someone wishes to cancel, what are FOUR strategies to SAVE the membership?
1) Ask WHY? Get curious! Is this something we can fix?
2. Offer Financial Assistance (a MUST if cost is mentioned.
3. Review membership options and benefits they may not be utilizing (PFA, group ex, etc)
4. Offer Pause/Hold (up to 60 days), downgrade, or virtual option.
What two cash-related tasks must be completed each shift?
Count and log the change pouch, closeout and drop cash in safe.
Where can members and staff find the most up to date schedules for group ex and the pool?
Y360! (or on our website)
After enrolling the member in WELLD and adding them in SGA, what must you ALWAYS do?
Copy the Member ID (MID) from SGA to the scantag ID field in WELLD
Whose responsibility is it to find coverage if you need off (for something other than illness) on a day you did not request off? How can you obtain that coverage?
Yours :-) Make your shift available and send a message to the community group.
Detail the membership Cancellation Policy and steps if you are unable to SAVE the membership
1)written cancellation--in person or email Carmen/Mary 2) complete cancellation form, cancel Membership from activities in SGA 3) cancellations 7 days prior to draft date
To 3 priorities at the front desk?
Top policy violations at the front desk?
Priority: greeting members/guests, excellent customer service, selling memberships
Violations: Using bluetooth/electronic devices/phone scrolling, personal phone calls, eating meals at the desk
What makes for a good tour? What resources should be highlighted?
Ask interest and let this guide focus! Show fitness areas, Egym, pool, art studio, community room (mention senior nutrition), billiards, community areas (common room, computers, games).
Y360 and Rewards!