Check-In
What is the first thing a member must do when entering the club?
Check in at the Front Desk
What are our MAs names
Alistair, Dani, Elnaz, Zach
How do you call GF subs?
Where do you store your bags during your shift?
Employee locker
What is the first thing you do when you get to work?
Clock In
A guest approaches the desk with a 3 day pass. They came with a member, but do not have any forms of identification. How do you respond?
Do you have any other way to confirm your identity? We will process the pass for you, but will need to enter you into the system now and take a picture for our database.
What is Needs Coverage?
Upgrades/downgrades, membership questions (not freeze/cancelation)
A member calls requesting to purchase training sessions over the phone. How are you able to facilitate this request?
Sessions are now available for purchase through our secure website at equinox.com or on the Equinox app. Do you have have a trainer in mind or would you like to speak with someone to gain more information?
Where do we store ipads/laptop overnight?
Bottom section of the safe
What is the Front Desk Dress Code?
Professional at all times!
- Equinox Greet shirt
- Clean pants ( khakis, black pants, black leggings)
- Standard, approved Equinox name tag worn at all times
- Only solid black or layering pieces (sweatshirt, fleece)
- Equinox logoed sweatshirt acceptable
It is the day after billing, a member checks in and you notice they have an overdue balance. How do you respond?
Hi Joseph, did you by any chance receive a new credit card or close an account recently?
A prospective member enters the facility at 6:30AM before a manager or advisor is in. They would like pricing information and a tour. How should you handle this request?
I apologize, there are no advisors in this early. If you don't mind leaving your contact information someone will reach out to you as soon as they get in.
Where did Wendel go to college?
Oregon State
Where are the Emergency Procedure Guides located?
Next to clock-in machine and next to Wendel's desk.
What gets transferred to a manager?
Freeze or cancellation
A member checks in and you see they have an overdue balance. The member responds: "This is ridiculous; I know the credit card has not changed. I do not understand why it's not working - it has to be something on your end." How do you respond?
Thank you for being patient. I do not have an answer for you at this moment, but please go ahead and workout. While you exercise I will work with my manager to see if we can figure out the issue and get this resolved.
A prospect enters and says "Look, I'm in a hurry and I just need the rates. Can you do me a favor and just tell me what they are? I really don't have the time to speak with a sales person." How do you respond?
We offer many different packages. Our Advisors understand all the options and can help you determine which options will work best for you and explain any promotions you may be eligible for. While you fill out this waiver I will have someone assist you and explain to them that you are in a hurry.
What is the name of our Spa manager and when is the spa open?
Jennifer & Tuesday/Saturday
Someone comes up to you and says their wallet has been stolen. What are your next steps?
Open a case in LPIR
What is not acceptable FD attire?
Shorts, Ripped pants, Crop tops, Hats
What do you do if a trespasser gets past you?
Alert a Manager!
What are the employee blackout hours?
Monday - Thursday: 6:30am-9am, 5pm-8pm
Saturday: 8am-11am
What is your login info for LPMS?
Username : ID number
Password: First name with first letter capitalized
What are the steps taken during an active shooter situation?
Run, Hide, Fight
Someone comes up to you and says "bike 22 is broken". What do you do?
Open Connect app and log it under "Fix It"