ROYAL AI – MASTER EMPLOYEE KNOWLEDGE BASE

Date: May 20, 2026

 

Royal Fitness Employee Handbook 5-2026-2

 

EMPLOYEE HANDBOOK

 4/28/2026

Welcome to the Royal Family!

At Royal Fitness, we take pride in delivering a legacy of community, wellness, and exceptional service. Since 1979, we’ve been more than a gym — we’ve been a family and a fixture of our community. Every smile, every helping hand, and every extra effort shapes the experience our members have each day.

This handbook is your guide to upholding the high standards that make Royal Fitness special — a place where members feel supported, celebrated, and inspired.

Our success is built on teamwork, accountability, and heart. Whether you’re greeting a member, teaching a class, or keeping the facility spotless, every role matters. When we each take ownership, treat members like guests, and support one another, we create something extraordinary.

Together, we make Royal Fitness a place where people feel welcomed, motivated, and proud to belong. Let’s keep that spirit alive — with enthusiasm, professionalism, and pride in everything we do.

~ Marc Rubino

Approved Email Signature: 

 

1. Employment Relationship

At-Will Employment

Employment at Royal Fitness is at-will. This means that either the employee or Royal Fitness may terminate employment at any time, with or without cause and with or without notice, subject to applicable law.

Nothing in this handbook creates a contract of employment, express or implied.

Royal Fitness reserves the right to modify, interpret, suspend, or discontinue any policy or procedure at any time.

 

2. Core Values

Community First
We’re more than a gym. We’re a neighborhood institution. Treat members and each other like family.

Excellence Every Day
Clean spaces, friendly faces, and professional service — every time.

WOW Moments
Look for opportunities to go above and beyond. Make someone’s day.

Always Do the Right Thing

 

3. General Expectations

Smile and greet every member who walks in.

Use names when possible.

Keep the gym floor, locker rooms, café, bathrooms, studios, turf, recovery areas, and all shared spaces spotless.

Offer help before being asked.

Be punctual and ready to work in uniform.

You are expected to acknowledge every member as they leave.  A friendly farewell, such as “Have a great day” or “Have a great night” is required.  This final moment leaves a lasting impression and reinforces the Royal Fitness experience.

We are in the customer service business 100% of the time. Every interaction — from a hello at the front desk to helping clean a piece of equipment — represents who we are.

Take notes from Disney’s Be Our Guest: anticipate member needs, make eye contact, smile, and take ownership of every moment of the guest experience.

Never say “that’s not my job.” We are one team, and our success depends on everyone stepping up. If something needs to be done, take initiative — don’t pass it on.

We do not gossip about members, teammates, or leadership. Concerns should be brought directly to management.

 

4. Cleanliness & Facility Standards

Cleanliness is non-negotiable at Royal Fitness. A clean facility reflects our professionalism, protects member health, and reinforces our premium brand.

Every employee is responsible for maintaining the highest level of cleanliness at all times.

Hourly Facility Checks

Locker rooms and ALL bathrooms must be checked and maintained every hour.

This includes:

Men’s locker room

Women’s locker room

Pool Bathrooms

Reformer Bathroom

Each hourly check must ensure:

Floors are clean and dry

Trash is emptied as needed

Toilets and sinks are clean and stocked

Paper products and soap are replenished

Mirrors are clean and streak-free

Odors are addressed immediately

If an issue cannot be resolved immediately, management must be notified.

“See It, Clean It” Policy

If you see something out of place — clean it.

Do not walk past it. Do not assume someone else will handle it.

This includes spills, disorganized equipment, trash, dirty mirrors, café messes, or equipment left out.

Equipment must be reset after use. Studios must be left ready for the next class. Turf, Recovery, Reformer, and Training areas must be maintained to premium standards at all times.

Failure to uphold cleanliness standards may result in corrective action.

 

5. Customer Service Standards

First and Last 5 Rule

The first and last 5 minutes of a member’s visit should be exceptional. This starts and ends with the Service Desk.

Address all member concerns politely. If unsure, escalate to a manager.

Never say “I don’t know.” Instead say, “Let me find out for you.”

We are solutions-oriented at all times.

 

Royal Fitness Club Member Account & Membership Interaction Policy

Effective Date: Immediately

At Royal Fitness Club, protecting the member experience is a top priority. All account and membership-related conversations must be handled professionally, privately, and without disrupting a member’s workout.

1. Non-Negotiable Rule

Under no circumstances may a team member:

Interrupt a member during a workout

Call out, page, or pull a member off the gym floor

Deny a member the ability to continue their workout due to any account or membership issue

2. Applies To All Membership & Account Matters

This policy applies to all member-related issues, including but not limited to:

Past due balances

Expired or inactive memberships

Billing questions or discrepancies

Membership status or access concerns

3. Approved Process

Step 1: Front Desk Opportunity

If the member is at or near the front desk, politely say:
“When you’re done today, can you please stop by the front desk? We just need to quickly review your account.”

Step 2: If You Miss Them

Do not search for or approach the member on the floor

Send a message through Messenger:
“Hi [Name], when you have a moment after your workout, please stop by the front desk so we can quickly review your account. Thank you!”

Step 3: No Follow-Up During Workout

Do not escalate in person if the member does not stop by

Allow the member to complete their workout uninterrupted

4. Escalation

If a member does not respond after their visit:

Note the account and escalate to management

Management will handle follow-up directly

5. Tone & Professionalism

All communication must be:

Private

Respectful

Non-confrontational

Focused on resolving the issue—not enforcing it publicly

6. Accountability

Failure to follow this policy will result in disciplinary action:

First violation: Written warning

Second violation: Removal from front desk responsibilities or further action

 

Core Principle

No account or membership issue is worth compromising a member’s experience.

 

Service Standard

“We don’t fix problems at the expense of the experience—we fix them in a way that protects it.”

“We want to turn every interaction—even when someone owes us money—into an opportunity to make a great and lasting impression.” — Marc Rubino

“People may forget what you said, but they will never forget how you made them feel.” — Maya Angelou

“Do what you do so well that they will want to see it again and bring their friends.” — Walt Disney

 

6. Team Conduct

Support teammates. Never say “that’s not my job.”

Communicate clearly with each other and managers.

Personal phone use is not permitted during shifts unless on a designated break or in the event of an emergency.

Dishonesty, including lying, misleading statements, or omission of relevant information, is not tolerated and may result in disciplinary action up to and including termination.

 

7. Emergencies & Safety

Follow Royal Fitness emergency procedures.

Report all injuries, spills, or safety issues immediately.

All incidents must be documented using an incident report before the end of your shift.

Employees must be aware of AED locations and emergency exits.

Failure to report safety concerns may result in corrective action.

 

8. Attendance, Callouts & Time Off Reporting

Royal Fitness is a member-facing, schedule-driven business. Reliability and accountability are essential to our success and to supporting your teammates. The following attendance standards apply to all employees, instructors, and contractors.

Planned Time Off

●      All planned time off must be requested in advance following Royal Fitness scheduling procedures.

●      Time off is not approved until confirmed by management.

●      Requests should be submitted as early as possible to allow time for coverage planning.

 

Callouts (Unplanned Absences)

A callout is any absence due to illness, emergency, or unexpected circumstance.

When calling out, you must:

Notify management as early as possible, ideally before your shift begins.

Post the callout in the designated Royal Fitness Slack channel, clearly stating:

○      Your name

○      Your scheduled shift (date and time)

○      That coverage is needed

Immediately begin seeking coverage for your shift.

Private messages, late notifications, or asking another employee to pass along the message do not meet this requirement.

 

Coverage Responsibility

●      Employees are responsible for finding their own coverage whenever reasonably possible.

●      Coverage requests must be posted publicly in Slack so all eligible teammates can see and respond.

●      Once coverage is secured, the employee must update the Slack thread and notify management.

●      Coverage is not approved until management confirms it.

Failure to make a reasonable effort to secure coverage may be treated as an unexcused absence.

 

Excessive or Pattern Callouts

Royal Fitness reserves the right to review attendance patterns, including but not limited to:

●      Frequent same-day callouts

●      Repeated callouts on weekends, holidays, or peak shifts

●      Callouts that regularly disrupt operations or place strain on teammates

These patterns may result in corrective action, including:

●      Coaching or formal warnings

●      A Performance Improvement Plan (PIP)

●      Reduction in scheduled hours

●      Termination of employment

 

Honesty & Accountability

Honesty and transparency are required at all times. Dishonesty related to attendance — including false or misleading explanations, failure to post a callout in Slack, or failure to actively pursue coverage — is considered a serious violation of company policy.

 

No-Call / No-Show

Failure to notify management and post a callout in Slack prior to a scheduled shift is considered a No-Call / No-Show and may result in immediate disciplinary action, up to and including termination.

 

9. Timekeeping & Wage Compliance

Employees must accurately record all hours worked.

Working off the clock is strictly prohibited.

Falsifying time records, clocking in for another employee, or altering time entries may result in immediate termination.

Overtime will be paid in accordance with federal and state law.  All overtime must be approved by management each week. 

 

10. Dress Code

Wear Royal Fitness-issued tops and black pants or shorts.

Keep attire clean and professional.

No sandals or open-toed shoes.

Maintain a polished, member-ready appearance at all times.

 

11. Technology & Data Security

Royal Fitness uses systems including Mindbody, Slack, POS systems, and facility access controls.

Employees must:

Never share login credentials

Never access member data for personal use

Never download member information onto personal devices

Immediately report suspected data breaches

Member data is confidential and protected.

 

12. Confidentiality

Employees may not disclose:

Member contact information

Payroll information

Internal pricing

Operational strategies

Slack conversations

Business documents

Confidentiality obligations continue after employment ends.

 

13. Social Media Policy

Employees may not:

Post photos of members without written consent

Share internal issues publicly

Represent Royal Fitness publicly without authorization

Speak negatively about Royal Fitness online

Online conduct that damages the brand may result in disciplinary action up to and including termination.

 

14. Conflict of Interest & Outside Employment

Employees must disclose outside employment that may compete with Royal Fitness or create scheduling conflicts.

Royal Fitness members are clients of Royal Fitness — not individual employees.

Employees may not provide free services, waive fees, or offer unauthorized discounts without written management approval.

 

15. Non-Solicitation & Outside Business Policy

Royal Fitness exists to serve our members with integrity, professionalism, and trust. To protect our community, brand, and business relationships, the following policy applies to all employees, contractors, trainers, instructors, and staff, regardless of role or employment classification.

No Outside Selling or Solicitation

Employees may not market, promote, sell, or solicit any goods or services to Royal Fitness members outside of Royal Fitness offerings, including but not limited to:

Personal businesses or side hustles

Fitness, training, nutrition, supplement, wellness, or coaching services not expressly approved by Royal Fitness

Marketing services, social media services, real estate, insurance, financial services, or any other commercial offering

Products sold directly, indirectly, online, or via referrals

This includes solicitation:

In person

Through conversations on the gym floor

Via text, email, social media, or direct messages

Using contact information obtained through Royal Fitness

Employees may not provide free services, waive fees, extend unauthorized discounts, or otherwise alter pricing without written management approval.

Use of Royal Fitness Relationships

Royal Fitness members, leads, and clients are clients of Royal Fitness — not individual employees. Employees may not use their role, access, or relationships formed through Royal Fitness to benefit another business or personal venture.

Exceptions

Any exception must be:

Pre-approved in writing by ownership or senior management

Clearly defined as a Royal Fitness–sanctioned partnership or offering

Verbal approvals do not qualify.

Violations

Violation of this policy is considered a serious breach of trust and professionalism and may result in:

Immediate disciplinary action

Termination of employment

Loss of contractor or instructor privileges

Royal Fitness reserves the right to take action regardless of whether compensation was exchanged.

Our Standard

We are building a premium, trust-based wellness brand. Members must feel confident that every interaction is in their best interest and aligned with Royal Fitness — not influenced by outside agendas.

 

16. Employee Discounts & Pricing Policy

Royal Fitness offers limited employee pricing as a courtesy. The following rules apply to all employees, instructors, and contractors:

Café Items:

Coffee: 50% off

Smoothies: 50% off
All other café items are full price.

Apparel:

All Royal Fitness apparel may be purchased at cost only.

Employee pricing is for personal use only and may not be extended to members, guests, friends, or family.

Only management may authorize credits, refunds, or complimentary services.

Abuse of discount privileges may result in loss of discount and/or disciplinary action.

Royal Fitness reserves the right to modify or revoke employee pricing at any time.

 

17. Fitness for Duty & Substance Use Policy

Employees must report to work fit for duty.

Working under the influence of alcohol, illegal drugs, or impairing substances is prohibited.

Reasonable suspicion testing may be required.

Violation may result in suspension or termination.

Prescription medications that impair performance must be disclosed confidentially.

 

18. Harassment, Discrimination & Workplace Conduct

Royal Fitness is committed to maintaining a safe, respectful, and professional workplace for all employees and members.

Harassment or discrimination of any kind is strictly prohibited.

This includes harassment or discrimination based on race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable federal, state, or local law.

Harassment may include verbal, physical, visual, or written conduct that creates an intimidating, hostile, or offensive work environment.

Examples include but are not limited to:

Offensive jokes or slurs

Derogatory comments

Stereotyping

Insults or ridicule

Unwelcome physical conduct

Inappropriate messages (including Slack, text, or social media)

Even if framed as a joke or casual remark, discriminatory language is not acceptable.

Royal Fitness maintains a zero-tolerance policy for harassment and discrimination.

Retaliation against any employee who raises a concern in good faith is strictly prohibited.

Additional details regarding Equal Employment Opportunity, reporting procedures, and investigation protocols are outlined in Section 19 below.

 

19. Equal Employment Opportunity & Anti-Discrimination Policy

Royal Fitness provides equal employment opportunities to all employees and applicants. Employment decisions are made based on merit, qualifications, performance, and business needs — not on protected characteristics.

We are committed to:

Fair treatment

Equal opportunity

Objective decision-making

A respectful and inclusive environment

 

Professional Workplace Communication

Employees are expected to communicate professionally at all times.

Statements that escalate tension, create division, or introduce allegations without following proper reporting procedures are not appropriate for open workplace discussion.

If an employee believes they were treated unfairly or discriminated against, the proper course of action is to report the concern through the formal process outlined below.

Concerns should not be debated publicly on the gym floor, in group chats, or among other employees.

Royal Fitness is committed to fairness. All concerns will be handled seriously and confidentially.

 

Reporting Procedure

Any employee who believes they have experienced or witnessed discrimination, harassment, unfair treatment, or workplace misconduct must report the concern immediately.

Reports may be made to:

Ownership

A Manager

Through the formal Employee Complaint Form

All complaints will be:

Taken seriously

Reviewed promptly

Investigated fairly

Handled as confidentially as possible

 

Employee Complaint Form (To Document Any Issues)

Royal Fitness provides a formal way for employees to report any concerns, issues, or problems directly to management.

This ensures all concerns are handled fairly, professionally, and through the correct process in accordance with our policies.

Employees are encouraged to use this form whenever they believe:

They have been treated unfairly

They have experienced harassment or discrimination

A workplace policy has been violated

There is misconduct that needs formal review

🔗 Employee Complaint Form:
 

Submission of this form initiates a documented internal review process.

 

Investigation Process

Upon receiving a complaint, Royal Fitness will:

Review the submitted information

Interview relevant parties

Examine documentation or communications

Make a determination based on facts

Corrective action will be taken when appropriate and may include:

Coaching

Written warning

Suspension

Termination

The severity of the conduct will determine the response.

 

Anti-Retaliation

Retaliation against any employee who:

Reports a concern in good faith

Participates in an investigation

Cooperates in a workplace review

Is strictly prohibited.

Retaliation includes:

Schedule reduction

Hostile treatment

Exclusion

Negative employment action tied to the complaint

Any retaliation will result in disciplinary action up to and including termination.

 

False or Bad-Faith Claims

Royal Fitness recognizes that false accusations can be harmful.

Knowingly making a false claim of discrimination or misconduct in bad faith may result in disciplinary action.

This does not apply to complaints made in good faith that cannot be substantiated.

 

Our Standard

Royal Fitness is building a premium, trust-based organization.

We expect professionalism, fairness, and integrity from every member of our team.

Concerns must be handled through the proper process — not through speculation, assumptions, or public accusations.

 

20. Performance Improvement & Accountability

Royal Fitness uses a Performance Improvement Plan (PIP) process to address conduct or performance issues.

Failure to improve may result in termination.

Royal Fitness reserves the right to accelerate discipline depending on severity.

 

21. The 80/20 Rule for Member Satisfaction

We strive to serve every member well. However, decisions are made based on the long-term health of the entire community.

Focus on the greatest positive impact across the largest group.

Member feedback is always valued.

 

22. Problem-Solving Culture

At Royal Fitness, we believe in solutions, not silence.

Bring problems forward. Bring suggested solutions.

Communicate early, clearly, and constructively.

Together, we make Royal better every day.

 

23. Final Notes

We succeed when our members feel seen, supported, and celebrated.

Be proud of the role you play in continuing the legacy of Royal Fitness.

We succeed when our members feel seen, supported, and celebrated. Be proud of the role you play in their wellness journey — and in continuing the legacy of Royal Fitness.

 

Inspirational Quotes to Live By at Royal Fitness

At Royal Fitness, we believe in the power of positivity, pride, and purpose. These quotes reflect the spirit we bring to work every day and the energy we share with every member:

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

— Maya Angelou

“Excellence is not a skill, it is an attitude.”
— Ralph Marston

“The way you do anything is the way you do everything.”
— Tom Waits

“Success is in the details. Sweat the small stuff.”
— Unknown

“Service to others is the rent you pay for your room here on earth.”
— Muhammad Ali

“Treat your customers like guests, and your employees like people.”
— Horst Schulze, Ritz-Carlton founder

Let’s make every visit unforgettable — with heart, energy, and pride in what we do.

Employee Acknowledgment and Agreement

I acknowledge that I have received and read the Royal Fitness Employee Handbook.

I understand:

My employment is at-will.

This handbook does not create a contract of employment.

Policies may change at the company’s discretion.

I am responsible for compliance with all policies outlined herein.

Employee Name: ___________________________

Signature: _______________________________

Date: _______________________________

 

 

Royal Fitness Staff Training Program - from handbook

 

Royal Fitness Staff Training Program

This training program is designed to onboard new employees and reinforce excellent service through monthly refreshers.

Week 1 – Orientation & Culture

Welcome to Royal: Mission, history, and your role in the legacy

Review Handbook: Core Values, Dress Code, Phone Policy, Cleanliness

Shadowing: New hires shadow a veteran staff member during peak and off-peak hours

Week 2 – Customer Experience Basics

Greeting Drill: Eye contact, name usage, smile, tone

First & Last 5 Exercise: Practice 5-minute welcome/closing interactions

“WOW” Scenarios: Roleplay surprise & delight moments (e.g., helping with equipment, finding lost items)

Week 3 – Facility Ownership

Locker Room Checklist Training

“See It, Clean It” Response Drill

Proper use of cleaning supplies and hourly cleaning log

Week 4 – The Royal Birthday Experience

Mindbody birthday report training

What to say at check-in

Smoothie bar coordination

Birthday Wall or social media shoutouts

Monthly Micro-Trainings (15 Minutes)

Upselling techniques

Handling complaints

Gym floor awareness

Sharing recent WOW moments as a team

 

Royal “WOW” Daily Checklist

A consistent, repeatable guide for front desk and floor staff

 

 

Royal Fitness – Team Expectations Cheat Sheet

Royal Fitness – Team Expectations Cheat Sheet

Our Mission

Since 1979, Royal Fitness has been more than a gym — we’re a family.
Every smile, every helping hand, and every act of ownership shapes the member experience.
Together, we create a community built on energy, pride, and care.

Core Expectations

1. We Are in the Customer Service Business – 100% of the Time

Smile, greet every member, and use their name when possible.

Take notes from Be Our Guest — anticipate needs, take ownership, and create “WOW” moments.

Every interaction matters. Every shift is a chance to make someone’s day.

2. Teamwork & Initiative

Never say, “That’s not my job.”

If something needs to be done, do it. Help each other and take pride in the results.

We win as a team — communicate clearly and support one another.

3. Cleanliness & Presentation

“See it, clean it.” Keep all areas spotless — locker rooms, café, and gym floor.

Maintain uniform standards: Royal Fitness shirt, black shorts or pants, and closed-toe shoes.

Represent the brand with professionalism and pride.

4. Phones & Professionalism

No personal phone use during shifts — only for Royal Fitness purposes (Slack, schedules, rosters).

Be fully present with members and your team.

5. Attendance & Reliability

Be on time, ready, and in uniform.

Communicate callouts early via Slack and find your own coverage when possible.

6. Group Instructors

Pre-Class: Thermostat to 68°F, fans on.

Post-Class: Reset to 75°F, fans and lights off.

Use Slack to coordinate subs.

Free childcare only while teaching.

Our Culture

Treat members like guests and each other like family.

Look for opportunities to create “WOW” moments every day.

Be proactive — not reactive.

Take pride in the details; excellence lives in them.

Remember

The way you do anything is the way you do everything.

Together, we make Royal Fitness a place people are proud to belong.                    10/2025

 

Royal Fitness Greeting Policy

FRONT DESK GREETING & EXIT ETIQUETTE POLICY

Royal Fitness Front Desk Expectations

At Royal Fitness, the front desk sets the tone for the entire member experience. Every single person who walks through our doors should feel welcomed, acknowledged, and appreciated.

Greeting and acknowledging members and guests is NOT optional — it is a requirement of every front desk employee.

 

ENTRY GREETING EXPECTATIONS

Every member, guest, or visitor entering the building must be acknowledged immediately.

Examples include:

“Good morning!”

“Hey, how are you?”

“Good afternoon!”

“Welcome in!”

“Have a great workout!”

Even if you are busy, every reasonable effort must be made to verbally acknowledge each person entering the club.

Ignoring members as they walk in is unacceptable.

 

EXIT GREETING EXPECTATIONS

Every member, guest, or visitor leaving the building should also be acknowledged on their way out whenever possible.

Examples include:

“Have a great day!”

“Have a good night!”

“See you tomorrow!”

“Thanks for coming in!”

Members should leave feeling appreciated and recognized.

 

CONVERSATIONS BETWEEN STAFF

If you are in the middle of a conversation with another employee and a member walks in or out:

The conversation pauses immediately

The guest/member gets acknowledged first

Staff conversations should NEVER take priority over member interaction

Members should never feel ignored because staff are talking amongst themselves.

 

OVERALL EXPECTATION

Front desk staff are expected to make every reasonable effort to greet and acknowledge every single person entering and exiting the facility.

This is one of the simplest, but most important parts of creating a welcoming, professional, and high-level member experience at Royal Fitness.

Failure to consistently make a reasonable effort to greet members and guests is considered failure to perform a core front desk responsibility. Employees who cannot consistently meet this expectation will not continue working at the Royal Fitness front desk.

Greeting members is part of the job — not an optional extra.

 

 

Royal Fitness Phone Etiquette

ROYAL FITNESS PHONE ETIQUETTE POLICY

Front Desk Phone Expectations

At Royal Fitness, answering the phone professionally and promptly is a core responsibility of every front desk employee. Phone calls are often a member or potential member’s first interaction with our business, and every call should reflect professionalism, urgency, and hospitality.

 

ANSWERING THE PHONE

Every incoming phone call must be answered immediately whenever possible.

If you are currently helping someone or occupied with another task, the available front desk staff member is expected to answer the phone.

Ignoring ringing phones or allowing calls to repeatedly ring without answer is unacceptable.

 

REQUIRED PHONE GREETING

Every phone call must be answered using the following talk track:

“Royal Fitness, this is [Your Name], how can I help you?”

This greeting is NON-NEGOTIABLE.

You must:

State that this is Royal Fitness

State your name

Offer assistance

 

PHONE PROFESSIONALISM EXPECTATIONS

When speaking with a caller:

Your focus is on the customer and customer only

Avoid side conversations with coworkers

Do not speak to other staff while actively helping a caller, if you need to do this to help solve an issue, put the call on hold

Maintain a professional, calm, and helpful tone at all times

The caller should feel like they have your full attention.

 

WHEN YOU ARE UNSURE OF AN ANSWER

If you do not know the answer to a question:

NEVER guess

NEVER provide uncertain or potentially incorrect information

Instead:

Ask the caller:
“Would you mind if I place you on a brief hold while I check that for you?”

Put the caller on hold

Find the correct answer

Return to the call by saying:
“Thank you for holding.”

This maintains professionalism and prevents misinformation.

 

HOLD PROCEDURES

If every front desk employee is currently occupied with in-person guests:

Answer the phone quickly

Say:
“Royal Fitness, this is [Your Name], please hold.”

Place the caller on hold until someone becomes available

Members and guests physically at the front desk take priority over phone calls.

However, every effort should still be made to return to the caller promptly.

 

RESOLVING MEMBER QUESTIONS

Every reasonable effort should be made to fully resolve the caller’s question or concern during the phone call before the conversation ends.

If, after placing the caller on hold and attempting to find a solution, you still cannot resolve the issue:

Direct the member to:
membersupport@royalfit.com

This should only happen after every attempt has been made to assist the caller.

 

OVERALL EXPECTATION

Phone etiquette is a major part of the Royal Fitness member experience.

Staff are expected to:

Answer calls promptly

Speak professionally

Provide accurate information

Maintain focus on the caller

Make every effort to resolve issues during the call

Failure to consistently follow these phone procedures may result in corrective action, as answering and handling phones properly is a core responsibility of the front desk position.

 

Royal Fitness Club Member Account & Membership Interaction Policy

 

Royal Fitness Club Member Account & Membership Interaction Policy

Effective Date: Immediately

At Royal Fitness Club, protecting the member experience is a top priority. All account and membership-related conversations must be handled professionally, privately, and without disrupting a member’s workout.

1. Non-Negotiable Rule

Under no circumstances may a team member:

Interrupt a member during a workout

Call out, page, or pull a member off the gym floor

Deny a member the ability to continue their workout due to any account or membership issue

2. Applies To All Membership & Account Matters

This policy applies to all member-related issues, including but not limited to:

Past due balances

Expired or inactive memberships

Billing questions or discrepancies

Membership status or access concerns

3. Approved Process

Step 1: Front Desk Opportunity

If the member is at or near the front desk, politely say:
“When you’re done today, can you please stop by the front desk? We just need to quickly review your account.”

Step 2: If You Miss Them

Do not search for or approach the member on the floor

Send a message through Messenger:
“Hi [Name], when you have a moment after your workout, please stop by the front desk so we can quickly review your account. Thank you!”

Step 3: No Follow-Up During Workout

Do not escalate in person if the member does not stop by

Allow the member to complete their workout uninterrupted

4. Escalation

If a member does not respond after their visit:

Note the account and escalate to management

Management will handle follow-up directly

5. Tone & Professionalism

All communication must be:

Private

Respectful

Non-confrontational

Focused on resolving the issue—not enforcing it publicly

6. Accountability

Failure to follow this policy will result in disciplinary action:

First violation: Written warning

Second violation: Removal from front desk responsibilities or further action

 

Core Principle

No account or membership issue is worth compromising a member’s experience.

 

Service Standard

“We don’t fix problems at the expense of the experience—we fix them in a way that protects it.”

“We want to turn every interaction—even when someone owes us money—into an opportunity to make a great and lasting impression.” — Marc Rubino

“People may forget what you said, but they will never forget how you made them feel.” — Maya Angelou

“Do what you do so well that they will want to see it again and bring their friends.” — Walt Disney

 

Royal Fitness Class Cancellation and Utilization Policy

Class Schedule & Utilization Policy

To ensure the best experience for our members and the most effective use of our facilities, Royal Fitness regularly reviews class attendance and utilization across all group fitness offerings.

Classes are expected to maintain consistent attendance of at least 75% of available capacity in order to remain on the schedule. Classes that do not meet this utilization benchmark on a consistent basis may be modified, relocated, or removed from the schedule at management’s discretion.

This policy is particularly important for peak demand time slots, where space and instructor availability are limited. Classes scheduled during peak hours must demonstrate strong and consistent participation to justify continued placement during those times.

Royal Fitness reserves the right to:

Adjust class times or formats
 

Replace classes with higher-demand offerings
 

Reassign instructors or studios
 

Remove classes that do not meet utilization standards
 

Our goal is to maintain a dynamic, high-quality schedule that reflects member demand and maximizes access to our most popular programs.

All schedule decisions are made at the sole discretion of Royal Fitness management and may be implemented at any time as part of our ongoing efforts to improve the member experience.

 

 

Reformer Pilates No Show and Late Cancellation Rules and SOP

ROYAL REFORMER PILATES

NO-SHOW & LATE CANCEL BILLING RULES

(Front Desk + Management Worksheet)

 

1️⃣ LATE CANCELLATIONS

A late cancellation is any cancellation made within 8 hours of class start time.
 

Late Cancel Fee:
 

$10 fee for ALL members
 

The class is marked as a Late Cancel in Mindbody.
 

 

2️⃣ NO-SHOWS

A no-show is when a client does not attend class and does not cancel.
 

Penalties by Membership Type:
 

Unlimited Memberships: $20 no-show fee
 

Drop-In / Class Pack / 4x Monthly:
 

Class is forfeited (unless waitlist exception applies)
 

 

3️⃣ WAITLIST EXCEPTION — NO-SHOWS

No-show penalties DO NOT apply if:
 

The client was added to the class from the waitlist within 12 hours of class start time
 

This applies to ALL membership types
 

⚠️ Mindbody will still auto-deduct the session — manual correction is required (see Section 5).
 

 

4️⃣ WAITLIST EXCEPTION — LATE CANCELS

Late cancel fees DO NOT apply if:
 

The client was added from the waitlist within 18 hours of class start time
 

No $10 late cancel fee should be charged in this case.
 

 

5️⃣ MINDODY AUTO-DEDUCTION — REQUIRED MANUAL FIX (LATE CANCELS)

Mindbody automatically deducts a session for:
 

Late cancels
 

No-shows
 

For members NOT on unlimited memberships:
 

You must add the class back into their account for every late cancel
 

How to Fix:
 

Increase the number of sessions in the client’s package
 

Example:
 

If it shows 0/1 available → change to 1/2 available
 

 

6️⃣ MINDODY AUTO-DEDUCTION — REQUIRED MANUAL FIX (WAITLIST NO-SHOWS)

If Mindbody marks a no-show for:
 

Drop-In
 

Class Pack
 

4x Monthly
 

AND the client was added from the waitlist within 12 hours:
 

Add the class back to their account
 

This must be done even if no fee is being charged
 

Follow the same adjustment method as Section 5.
 

 

✅ QUICK CHECK BEFORE CHARGING

Before applying any fee or penalty, ALWAYS confirm:

Was the client added from the waitlist?
 

How many hours before class were they added?
 

Is this an unlimited or session-based membership?
 

Did Mindbody auto-deduct a class that needs to be restored?

 

 

How to Sell a Tour

ROYAL FITNESS – TOUR SALES SOP

 

Step 1: Welcome the Guest

Greet every guest immediately with energy and professionalism

Example: “Hey! Welcome to Royal Fitness—have you been here before?”

Make them feel acknowledged and comfortable right away

 

Step 2: Check Guest History + Gather Info

Search for the guest in Mindbody

If they exist → pull up their profile, confirm they have signed the liability waiver

If they do not exist → create a new profile

Collect and/or confirm:

Full Name

Email Address

Phone Number

Sign the liability waiver

Ensure every guest is in the system and has a signed liability waiver before proceeding

 

ONLY SELL TOUR IF NO TRIAL OR MEMBERSHIP IS PURCHASED THAT MOMENT

Step 3: “Sell” the Tour in Mindbody

This step is required for tracking all walk-ins and tours.

Process:

Go to Point of Sale

Search and select the guest

Click Services

Select Memberships

Choose Tour

Click Add Item

Set Payment Method → Comp / Guest

Click Save

Select No Receipt

Check the guest in

Important:
Every tour MUST be rung through the system—no exceptions

 

Step 4: Pricing & Membership Questions (IMPORTANT)

If a guest asks about pricing, memberships, or perks:

If you are 100% confident:

Clearly explain the options and guide the conversation

If you are unsure AT ALL:

Do NOT guess

Do NOT make assumptions

Instead:

Hand them the rate sheet, OR

Direct them to the website:  or  

Key Rule:
➡️ Accuracy over speed — never risk giving incorrect information

 

Step 5: Complete Contact Log

Add a contact log in Mindbody after the tour is completed

Include:

That they came in for a tour

Any interests (classes, pilates, childcare, etc.)

Any objections or notes

Assign Contact Log To:
➡️ Will Pollack

 

 

How to sell a contract at Desk

                

Royal Fitness

New Membership Sales Procedure (Front Desk SOP)

This procedure outlines the correct process for creating a new member, completing contracts, and finalizing a membership sale.

 

Step 1: Review Membership Options

If a client wants to review membership options or see what is included in each membership:

Direct them to royalfit.com/sales
 

This page outlines all membership tiers and included amenities.
 

The link is bookmarked in Safari on all front desk tablets for quick access.
 

Use this page to help explain the differences between memberships before beginning the signup process.

 

Step 2: Locate or Create the Client Profile

Determine whether the client already has an account.

If the client has NEVER been in before:

Use the Search Bar
 

Click Add New Client
 

If the client has been in before:

Search their name
 

Open their existing profile
 

 

Step 3: Collect Client Information

Enter or confirm the following required information in the client's profile:

 • Full Name
• Email Address
• Phone Number
• Date of Birth
• Referral Type
• Home Address
• Emergency Contact
• Billing Information

Important:
Make sure all Subscription Preference checkboxes are selected.

 

Step 4: Assign Scan Tag & Photo

Once the client profile is completed:

Assign the client a Scan Tag
 

Take the client’s profile photo

 

Step 5: Contract Signing (WaiverForever)

All contracts are now signed through WaiverForever.

WaiverForever covers both:

 • The Liability Waiver
• The Membership Contract

Important Contract Notes

 • All WaiverForever contracts are listed at full price
• Clients may pay less than the listed price if a discount is applied
• This disclaimer is included at the bottom of every contract

 

Step 6: Client signs the WaiverForever Contract

Open the Google Document containing all WaiverForever contract links on the tablet
 

This document is bookmarked in Safari on all tablets
 

Select the contract the client is purchasing
 

Turn the tablet toward the client
 

Have the client complete and sign all required fields
 

Important

The client must use the same email address associated with their Mindbody account.
This ensures the signed contract is automatically attached to their profile.

 

Step 7: Sell the Contract in Mindbody

After the contract is signed:

Return to the computer
 

Go to POS
 

Search and open the client’s account
 

Click Contracts/Packages
 

Select the contract they are purchasing
 

Complete the following:

 • Enter the client’s name in the Contract Notes
• Apply any applicable discounts
• Select the client’s payment method (usually the one you just collected)

Then:

Process the sale like a normal transaction
 

Click Save
 

Print the receipt
 

Note:
No additional signatures are required in Mindbody once WaiverForever is completed.

 

Step 8: Complete the Contact Log

After the sale is finished:

Go to Contact Logs
 

Click Joined
 

Select the appropriate second dropdown option
 

If unsure, choose Walk-In.

 

Required Notes in the Contact Log

Include the following details:

1. All Discounts
Explain any and all discounts applied and the reason for them.

Example:
"John Smith received 10% off because his wife, Sarah Smith, is an active member."

2. Important Client Notes
Include any information that may be helpful later, such as:

• What membership they purchased
• What services they expressed interest in
• Any previous conversations with staff members
• Any special circumstances or requests

Use as much detail as possible.

Once the notes are complete, click add contract log and the sale is complete.

Assign contact log to Will Pollack

 

 

How to Sell a Renew Active (OnePass) Contract

Renew Active Membership Sales SOP

Step 1: Verify Insurance Eligibility

Have the client confirm eligibility through our link by inputting their benefit ID in this link:
 

If they do not know their benefit ID

Click “Don’t know Benefit ID”

Client enters their personal information

If eligible, their Benefit ID will be generated

IMPORTANT:

If they do NOT receive a Benefit ID → they cannot enroll

Staff must NOT attempt to retrieve this for them

This is personal health insurance information and must come directly from the client

 

If they do not have a valid benefit ID stop here. They do not qualify for a renew active membership and must purchase a standard option.

 

Step 2: Create / Update Client Profile

Enter all required information in Mindbody:

Full Name

Email Address

Phone Number

Date of Birth

Referral Type

Home Address

Emergency Contact

Billing Information

 

Step 3: Complete Account Setup

Assign scan tag

Take client photo

 

Step 4: Sell Base Membership

Sell “Renew Active Membership” in Contract POS

Price: $0

 

Step 5: Offer Gold Upgrade (IMPORTANT)

Explain clearly:

“Renew Active covers our Silver-level access. If you’d like access to all group classes, that would be our Gold upgrade for $30/month.”

If client agrees → Sell Contract Below AS WELL:
“Renew Active - Gold Class Add-On ($30/month)”

 

Step 6: Log the Signup

Create a Contact Log

Assign to Will Pollack

Note: “New Renew Active signup”

 

Key Talking Points for Staff

Renew Active = Silver access only

Classes (Gold access) = $30/month upgrade

Client must obtain their own Benefit ID

Always present the upgrade — don’t assume they don’t want classes

 

How to Sell a 7-Day Trial

7-Day Trial Membership Sales SOP

Step 1: Verify Trial Eligibility

Before setting anything up, confirm the client qualifies:

Eligible if:

Has NOT been a member in the last 3 years
OR

Has NOT visited since 9/19/2025 (new ownership)
AND

Lives within 15 miles of the gym

NOT eligible if:

Lives outside 15 miles

Has been a recent member or trial user

 

Step 2: Create / Update Client Profile

Search for the client in Mindbody first.

Whether they are new or existing, enter, update, or confirm all info:

Full Name

Email Address

Phone Number

Date of Birth

Referral Type

Home Address

Emergency Contact

Billing Information

 

Step 3: Complete Account Setup

Assign scan tag

Take client photo

 

Step 4: Sell Trial Membership

In Mindbody POS:

Point of Sale → Services → “Trial 7-Days”

 

Step 5: Enhance the Trial Experience 

Always say something like:

“You also get your first Reformer Pilates class and one premium class included—want me to get you booked into those now?”

Help them book their first Reformer class

Help them book one premium class

(This dramatically increases conversion)

 

Step 6: Log the Trial

Create a Contact Log

Assign to Will

Note: “New 7-day trial signup”

 

Key Reminders for Staff

Always check eligibility first (15-mile rule + prior history)

Always collect full info + billing (even for trials)

Always push booking first classes immediately

Goal = convert trial → member before day 7

 

 

How to Handle Negative Account Balances

Negative Balance / Declined Payment Policy & SOP

Objective

Handle negative balances in a professional, discreet, and non-confrontational manner while ensuring timely resolution.

 

Front Desk SOP

Step 1: Identify

When a member scans in, check for:

Negative account balance

Declined or past-due payment

 

Step 2: Soft Intercept (If Near Front Desk)

If the member is still within earshot or near the desk, ask them to step over privately

Say:

“Hey [Name], do you mind stopping by the front desk for a quick second before you head in?”

Key Rules:

Keep it discreet and professional

Do NOT mention balances or payments publicly. Wait until you are speaking 1 on 1 at the front desk to talk about money or balances.

Do not interrupt their workout 

 

Step 3: If You Miss Them

Do NOT chase members around the gym

Send a message via Messenger AI immediately

 

Step 4: Post-Workout Expectation

Most members will stop by after their workout

If they do:

Address the balance professionally

Offer a simple resolution (update card, process payment, etc.)

 

Step 5: If They Do NOT Stop By or the balance is not cleared

Do not follow up again in person that day

Escalate to Will or Chris V for follow-up

 

Tone Guidelines

Always low-pressure, respectful, and discreet

Never embarrass a member

Never discuss billing issues publicly

No chasing, no confrontation

 

TEXT MESSAGE TEMPLATES (Messenger AI)

Primary Text (Standard) - while still in gym

Hey [Name]! Royal Fitness here! When you’re wrapping up your workout today, can you please stop by the front desk? We just need to quickly review something on your account. Thanks!

 

If Sending After They Leave

Hey [Name]! Royal Fitness here! Looks like we missed you today—when you’re in next, please stop by the front desk so we can quickly review your account. Should only take a minute. Thanks!

 

Full Guest and Trial Policy - Front Desk

GUEST & TRIAL POLICY – FRONT DESK SOP

PURPOSE

To ensure all guests and trials are handled consistently, fairly, and in accordance with Royal Fitness membership privileges.

 

IMPORTANT POLICY OVERVIEW

EVERYONE’S FIRST VISIT IS FREE

Every person is eligible for:

1 FREE visit every 3 years

This may be used as:

FREE GUEST PASS FOR EACH PERSON ONCE EVERY 3 YEARS - WHETHER IT IS THERE FIRST TIME IN OR THEY HAVE NOT BEEN IN, IN 3+ YEARs, VISIT IS FREE

After that free visit:

Normal guest fees apply

Normal guest privilege rules apply

Platinum guest limits apply

Must do a trial or membership to continue outside of this

 

STEP 1: IDENTIFY THE VISITOR TYPE

Ask:

“Are you a member or a guest?”

If a guest: “Which member are you visiting with?”

 

STEP 2: CHECK MEMBERSHIP GUEST PRIVILEGES

Platinum Members ONLY

Platinum members may bring:

1 guest per day

The same guest may visit:

Maximum of 3 times per calendar year

Platinum Guest Access Includes:

Weight floor

Gold & Premium classes (If space is available)

Pool (if available)

Platinum Guest Restrictions:

❌ No Reformer Pilates
❌ No Recovery Room

👉 If Platinum guest limits are exceeded, continue to Step 3

 

Silver, Gold, & Student Members

❌ No standard guest privileges

Guest must either:

Qualify for a free trial/free visit, OR

Purchase a $20 Day Pass

 

STEP 3: CHECK FREE TRIAL ELIGIBILITY

Always check eligibility before charging a Day Pass.

A guest qualifies for a FREE 7-Day Trial if ALL apply:

Has NOT been a member, guest, or used a free trial within the last 3 years

Lives within 15 miles of the gym

Trial Details

7 consecutive days (today + next 6 days)

Includes:

Weight floor

Locker rooms

Gold & Premium classes

Pool (if available)

Does NOT Include:

❌ Reformer Pilates
❌ Recovery Room

👉 If eligible: sign them up for the 7-Day Free Trial

 

STEP 4: WHEN TO CHARGE A $20 DAY PASS

Charge the $20 Day Pass if:

The person has already used their free visit and trial within the last 3 years, OR

They live over 15 miles away from the gym

$20 Day Pass Includes:

Weight floor

Locker rooms

Gold & Premium classes

Pool (if available)

Does NOT Include:

❌ Reformer Pilates
❌ Recovery Room

 

STEP 5: NON-LOCAL VISITORS (OVER 15 MILES)

❌ Not eligible for a 7-Day Free Trial

Trial/free visit allowed only with management approval.

Otherwise:

Charge the $20 Day Pass

 

STEP 6: ENFORCEMENT RULES

Verify history and eligibility every time

Do not make exceptions without management approval

When unsure, escalate to management

Be consistent, polite, and confident

 

STAFF SCRIPT (USE AS NEEDED)

“Our policy is that everyone receives one free visit every 3 years. If they qualify as a local resident and have not visited Royal Fitness in the last 3 years, they may receive a complimentary 7-day trial. After that free visit/trial has been used, normal guest policies apply, including Platinum guest privileges or a $20 day pass.”

 

Royal Fitness Swim School Sign Up SOP and Text

Swim Lesson Contract Process (Effective Immediately)

Effective immediately, ALL new and returning swim lesson clients must have a signed WaiverForever swim contract on file before participating in lessons.

There must be:

One signed contract per child

A matching Mindbody sale attached to that child/member profile

 

In-Person Swim Lesson Sales

If the swim lesson is purchased in person:

Sell the swim lesson through Mindbody like normal

Immediately have the parent/guardian sign the WaiverForever contract on the iPad in person before leaving

Verify the contract is completed successfully

Once both the sale and signed contract are completed, check off the completed waiver forever in the swim membership channel to signal and fully completed process.

 

Online Self-Signups

If the client purchases online themselves:

The signup will appear in the “online-signups” Slack channel

React to the message with a 🏊 emoji

Forward the signup message into the “swim-memberships” Slack channel

In the “swim-memberships” channel:

React to the forwarded message with a ⚠️ emoji

This means a signed contract is still missing

Go into Mindbody immediately and place a CAUTION note on the child’s profile stating:
“Swim contract missing – do not remove caution until signed WaiverForever contract is received.”

The caution MUST remain on the child’s account until a signed contract is received.

All newly signed swim contracts from WaiverForever will automatically be posted into the “swim-memberships” Slack channel for visibility and tracking.

Once the signed WaiverForever contract matches the swim sale:

Mark BOTH matching Slack messages with a ✅ green checkmark

Remove the ⚠️ reaction

Remove the CAUTION note from Mindbody

 

Swim Lessons Sold Through Email/Text/Phone Conversations

If a client is purchasing after speaking with a staff member first (email, text, phone call, etc.):

Send the WaiverForever contract FIRST

Wait until the contract is fully signed

ONLY AFTER the signed contract is received should the swim lesson be sold through Mindbody

Do NOT process the sale first in these situations.

Once completed:

Post or forward the signed contract into the “swim-memberships” channel

Mark completed items with ✅ once matched

 

Important Notes

Every child must have their own signed contract

Returning swim clients also need a signed contract if they do not already have one on file

No caution note should ever be removed until the signed WaiverForever contract is confirmed

The “swim-memberships” channel should always clearly show:

Pending swim signups

Missing contracts

Completed matches

This process is being put in place to ensure organization, liability compliance, and accurate tracking for all swim lesson participants.

 

FINAL SAFEGUARD AND SOP IS ENSURING A SIGNED CONTRACT/WAIVER FOREVER ON FILE DATE OF CHILD’S FIRST LESSON - ALL PARENTS COME TO DESK ON DATE OF FIRST LESSON SO THIS IS BEST AND EASIEST TIME TO GET A SIGNATURE IF WE DID NOT ALREADY RECEIEVE IT

 

TEXT TO SEND BELOW WHEN NEEDING SIGNATURE

 

Hi, Royal Fitness Swim School here! Before we can finalize your child’s swim lesson enrollment, we do need a signed swim contract/waiver on file for each child participating.

Please complete the WaiverForever contract using the link below and let us know once completed. Once signed, we can finalize everything for your lessons.

INSERT LINK HERE

Thank you!

 

 

Royal Kids Club Employee Rules-2

Royal Kids Club Employee Rules - 5/2026

Royal Kids Club is a safe, clean, supervised space for children while their parents are using the club. Employees are expected to use common sense, stay alert, and follow these rules at all times.

1. Supervision

Children must be supervised at all times.

Do not leave children alone or out of sight.

Stay engaged with the children and aware of what is happening in the room.

Personal phone use is not allowed unless it is work-related or an emergency.

2. Shoes

Children must wear shoes any time they leave the Kids Club room.

This includes going to the bathroom, walking through the club, or being picked up.

No child should be taken through the club or into the bathroom barefoot.

3. Bathroom

If a child needs to use the bathroom, escort the child appropriately.

Employees should not enter a bathroom stall with a child unless there is a true emergency.

If the child needs help using the bathroom, cleaning themselves, or changing clothes, page the parent.

Children should wash or sanitize their hands after using the bathroom.

4. Diapers, Clothing Changes, and Accidents

Employees do not change diapers.

Employees do not change children’s clothing.

Employees do not wipe, clean, or assist children after bathroom accidents.

If a child needs any personal care, page the parent immediately.

Keep the child safe and comfortable while waiting for the parent.

5. Behavior and Crying

Calmly redirect children who are upset, crying, disruptive, or not following directions.

If a child does not calm down, continues crying, or is disrupting the room, page the parent.

If a child hits, bites, throws objects, runs out of the room, hurts another child, or creates a safety issue, page the parent immediately.

Kids Club employees are not expected to manage ongoing behavior issues that make the room unsafe or hard to supervise.

6. No Food or Drinks

No food or drinks are allowed in Kids Club.

Children should not bring snacks, meals, cups, bottles, juice, or other drinks into the room.

Employees should not provide food or drinks to children.

If a child needs food, a drink, or has a medical need, page the parent.

7. Cleanliness

Keep Kids Club clean during the shift.

Clean toys, tables, counters, and high-touch surfaces as needed.

Clean up spills or messes right away.

Report any cleaning issue to management.

8. Safety

No rough play.

No climbing on furniture.

No running.

No throwing toys.

No unsafe behavior.

Small items that could be choking hazards must be kept away from younger children.

Any injury, accident, or safety concern must be reported to management immediately.

9. Check-In and Check-Out

Follow the Kids Club check-in and check-out process every time.

Children may only be released to the parent, guardian, or approved adult.

No child should leave Kids Club without being properly signed out.

Employees must always know which children are checked in.

10. Capacity and Ratios

Kids Club capacity and staffing ratios must be followed.

Do not accept more children than can be safely supervised.

If the room is full, understaffed, or feels unsafe, stop accepting children and contact management.

11. Professional Behavior

Be patient, kind, and professional with every child and parent.

No yelling, harsh language, teasing, sarcasm, or negative comments toward children.

If a situation becomes difficult, page the parent or ask a manager for help.

12. Report Issues Immediately

Employees must immediately report:

Accidents or injuries
Bathroom accidents
Diaper or clothing change needs
Unsafe behavior
Children who cannot calm down
Parent concerns
Illness symptoms
Cleaning issues
Any situation that feels uncomfortable or unusual

Simple Rule

When in doubt, page the parent or ask a manager.

If a child needs personal care, cannot calm down, needs food or a drink, or creates a safety issue, page the parent immediately.

 

 

 

BILLING & ACCOUNT PROCEDURES

PILATES BILLING & UNPAIDS

Please do not handle Pilates billing and unpaid classes anymore.

I appreciate everyone helping at the beginning when there were a lot of unpaid classes to manage, but unpaid Pilates classes have slowed down and this is now being handled more as a sales and retention process rather than a front desk billing function.

We are actively monitoring unpaid Pilates classes internally.

If you see someone signed up for a class unpaid:
- Do NOT stop them
- Do NOT say anything to them
- Do NOT prevent them from taking class

Members are allowed to take unpaid Pilates classes.

At the very latest, they will be charged for the class the following day, so there is nothing to worry about.

The ONLY people front desk staff should be addressing are members with NEGATIVE ACCOUNT BALANCES.

For members with negative balances:
- Avoid awkward interactions in the gym
- Do NOT chase members around the facility
- Do NOT interrupt workouts

If you see the member near the front desk, kindly ask them to stop by AFTER their workout.

Example:
“Hey [Name], when you’re done with your workout today, can you please stop by the front desk for a quick second?”

If you do not catch them near the front desk:
- Send a polite Messenger AI message
- Ask them to stop by after their workout

Most members will stop by voluntarily after their workout.

If they do not:
- Escalate the account to management

MEMBERSHIP HOLD PROCEDURE

Membership holds should work as follows:

The $5 hold fee should replace the member’s normal dues billing during the hold period.

Example:
If a member normally bills on the 25th of every month and requests a 3-month hold on March 27:

- The member remains active until April 25
- On April 25 → charge $5 hold fee
- On May 25 → charge $5 hold fee
- On June 25 → charge $5 hold fee
- On July 25 → regular membership dues automatically resume

When processing holds:
- Make sure future autopays remain scheduled after the hold period
- Ensure normal billing resumes automatically
- Do not leave memberships without future billing scheduled

PERSONAL TRAINING CANCELLATION POLICY

Personal Training cancellation policy:
- 12-hour cancellation requirement

Frequent offenders will be handled individually on a case-by-case basis by management.