Gainesville Health and Fitness Manual – Flashcards
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core values
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integrity "when in doubt, tell the truth" , hard work "until the job gets done", creating your own future "History will be kind for I intend to write it", extraordinary commitment to helping others "Actively search for ways to anticipate and accommodate the needs and wants of our fellow employees, customers and community."
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priority # 1
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SMILE Learn and use FIRST NAMES INTRODUCE all guests and members to other employees Say HELLO and GOODBYE to everyone Be WARM and FRIENDLY to everyone ESCORT all members to their destination
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Company Rock
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We will GAIN and RETAIN members by creating an experience that helps them get the most out of life and to inspire them to become their best.
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Receptionist Rock
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We sincerely welcome people into the club and make them feel good about having been in our facility. We will provide solutions with the knowledge of where and how to access information so no question goes unanswered.
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When should you answer the phone by
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the second ring
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co pilot responsibilities
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-Meet and greet all members with hello and goodbye -Stay at check in station at all times to ensure members are checked in promptly -Only check in members with cards, others will check in with pilot (keeps cardholder line moving quickly and more time with pilot allows us to verify their membership) -Verify the status of each member before allowing them to go (Green Go, Red Stop) -Send members with red screens over to pilot -Verify all ReQuest patients
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pilot responsibilities
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-Meet and greet all members with hello and bye -Check in members without cards -Take payments -Answer phone -Answer member's questions (ie payment questions, seminars, pt, etc.) -Stay at front desk (because co-pilot cannot answer phone) -Listens to co pilot and directs questions to his herself to keep the line moving (I can help you with that if you want to step down here..) -Take pictures of members for their membership account
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Guest responsibilities
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-Meet and greet all members and guest with hello and bye -Handle all guests procedures -Fill out guest computer screen properly -Ask pertinent questions to direct guests correctly -First to direct members and guests: "Hi, my names is Elizabeth, and your name is? NAME, how can I help you? -Helps pilot answer phone calls and check in
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Phone operations
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-Answer all phone calls in a warm and friendly manner -Handle all incoming phone calls -Handle the transfer of all information calls to counselors -Handle all staff related phone calls (managers, supervisors, personal trainers) -Transfer calls to appropriate voicemail boxes
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Business Office phone number
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Sally - 352 - 375 - 7618
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Business office handles
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renewal fees, freeze time, update of contact information and affiliates
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Gainesville Acceptance Corporation handles
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monthly payments, outstanding balances and notices
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GAC phone number
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352 - 374 - 8993
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GHFC phone
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352 - 377 - 4955
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GHFC Fax phone
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373 1507
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GHFC for Women phone
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374 4634
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GHFC at Tioga phone
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692 2180
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Records phone
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375 7618
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ReQuest at GHFC phone
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373 2116
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ReQuest of Alachua phone
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386 - 462 - 1843
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ReQuest at Tioga phone
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692 - 2131
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GHFC address
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4820 Newberry Road 32607
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Womens center address
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2441 NW 43rd st suite 15A 32606
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Tioga address
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12830 SW 1st Lane Newberry Fl 32669
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Tioga hours
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-Mon - Thurs 5 am - 10 pm -Friday - 5 am - 9 pm -Saturday - 8 am - 6 pm -Sunday closed
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Steve Larkin is director of...
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personal training
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Steve LeBarbera and Shawn Stewart are in charge of...
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League sports
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Kids clu
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-6 weeks to 12 years old -free of charge to all members -can stay for a maximum of 2 hours
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tioga nursery hours
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M-F = 8-8 Sat = 9-3
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Linda Cirulli-Burton is responsible for
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scholarships and membership donations to outside organizations
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Debbie Lee
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marketing director
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Glen Purdy
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advertising specialist that works out of the business office
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Mindy Miller
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communications specialist
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Joe Cirulli
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owner and founder
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Jan Matkozich
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general manager/coed membership sales director
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Adrian Antigua
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Tioga manager
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Ann Raulerson
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Women's center manager and hiring director
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Marty Huegal
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Director of request
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Shawn Stewart
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service director
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Erica Smith
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facility director/director of housekeeping
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Sheila Gardner
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group exercise director
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Kyle Miller
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fitness director
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Amanda Purser
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front desk manager
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Mike Kline
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CFO
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Danny Cirulli
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HR
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Pete Dougherty
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mr fix it
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Harriet Hogsette
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director of custom fit
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Shannon Dukes
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director of kids club
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Chante Scott
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hiring team supervisor
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To enter Facility Management System (computer)
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-turn computers on located under each station desk and in the hallway -there will be a command to press CNTRL/ALT/DEL -password to log in to computer is GHFC -double click on the FMS icon on the desktop -click on front counter -select check in
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Red Screen failed log in
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-expired membership = red -balance due on membership = purple (P&L'D - people who are making payments to the lawyers due to delinquent payments/black pop up box indicates that a member was asked to take care of some transaction before a certain time and that has passed -frozen membership = green
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staff have membership number that start with
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9999
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slow flashing auburn light on phone means
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incoming call
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Answering the phone statement
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Thank you for calling Gainesville Health and Fitness, this is Leslie, how may I direct your call
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fast flashing auburn light
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call has been on park for longer than 30 seconds and is ringing back
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to put a call back on park
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press the park button located above the number pad keys but pick up the phone and tell the person you did not forget about them
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buzz
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press the extension button of the person you are trying to locate
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extension for Tioga
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350
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extension for womens center
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203
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extension for coed
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121
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overhead page
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-press Page All -make appropriate page twice -say thank you -press blue intercom key before hanging up the phone
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paging system
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numbers 1 - 3 1 = come to the front desk 2 = go to the locker room 3 = go to lost and found
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voicemail
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-press trans/vm -dial extension or press extension button -press # -hang up
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to leave someone a voicemail
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dial 165, wait for the recording and then dial the appropriate extension
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transferring within club
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-press trans/CNF -press extension number followed by # -hang up
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transfer to lobby
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-press trans/CNF -dial lobby extension 180 or press extension button -the lobby phone will ring -the member will pick up the phone -hang up
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blinking red phone light
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call on hold/park
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solid red
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line in use
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to determine if a call is an information call
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ask are you currently a member ask are you living in the gainesville area
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once you determine a call is an information call
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Determine the next counselor on the rotation page and Page "attention please all fitness counselors, _____, you have an information call on line __. ___, you have an information call on line __"
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if an information call rings back to you
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Page "attention all fitness counselors, any available fitness counselor, there is an information call on line __. Any available fitness counselors, there is an information call on line __"
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Page: someone is needed at the desk
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"Attention please all DEPARTMENT, NAME, please come to the front desk. NAME to the front desk. Thank you"
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Page: someone has a phone call
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"Attention please all DEPARTMENT, NAME, you have a telephone call on line __. NAME, line __. Thank you."
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Page: any available fitness counselor has a phone call
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"Attention please all fitness counselors, any available fitness counselor, you have a telephone call on line __. Any available fitness counselor, line __. Thank you."
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Page: any available fitness counselor needed at front desk
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"Attention please all fitness counselors, any available fitness counselor, please come to the front desk. Any available fitness counselor to the front desk. Thank you."
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Page: member/guest needed at the desk
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"Attention please all members and guests, NAME, please come to the front desk. NAME to the front desk. Thank you."
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who can authorize a member with a failed account to work out
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fitness counselor or supervisor
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to take a photo
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-click on take photo in the center column -use the camera to find the member then click capture -click save
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when should a member be sent from co pilot to pilot
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members who have checked in and have a red screen people who check in without a card
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coed center fitness counselor abbreviations
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-joan mccarthy = JMM -nathan burgman = NB -alan rafford - AR -debra johnson = DJ -rhonda pollack = RP -karen coley-cannon = KCC
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womens center fitness counselor abbreviations
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-tara mace = TM -lorrie hannon = LH -jenn wert = JW
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tioga fitness counselor abbreviations
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-ariana lund = AL -tynia price = TP -rashah davis = RD
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GHFC Vision
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To become known as one of the best companies for the world.
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GHFC Mission
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To inspire an entire community
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GHFC Purpose
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To create a fitness experience that helps people get the most out of life, and inspire them to become their best
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Customer Service Principles
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PALM P- Proactively approach everyone. Walk to them before they walk to you. A- Ask questions and dig deeper. Boaz and FORD questions? L- Listen and learn to build a rapport. Connect. M- Maintain eye contact. Five steps away, make visual contact. Three steps away, talk.
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We will accomplish our goal by the way we treat:
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Members, Guests, Phones, Intercom System, Sales Team, General (Paperwork, Money Etc.
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We will accomplish our goal by: A. MEMBERS
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Greet by name upon entry while providing a warm and friendly atmosphere Providing solutions to questions and/or concerns "on the spot;" if unable, referring member to the appropriate person who can provide the solution immediately Build relationships through day-to-day interaction and follow-up with members Say goodbye by name
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We will accomplish our goal by: B. GUESTS
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Creating consistency in all guest procedures by doing the following: Greeting all guests upon entry into the facility and making them feel welcome Sign in guest completely Determining the type of guest based on the four preliminary questions Calling the appropriate counselor and setting up the guest tour when necessary. File yellow workout cards Effectively and efficiently transfer all guests to next activity Say goodbye at conclusion of the visit
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We will accomplish our goal by: C. PHONES
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Answer each line by the second Ring with the assigned phone greetings correctly Handle multiple lines by prioritizing each line appropriately Transfer all calls to the appropriate person/VM the first time Keeping lines on hold for no longer than two rings back Reminding person on hold that someone will be right with them after first ring back Speak clearly and concisely at all times
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We will accomplish our goal by D. INTERCOM SYSTEM
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Using specified pages based on determined need Using "contact" "come" or "report" correctly and consistently Make clear and concise pages
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We will accomplish our goal by E. SALES TEAM
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Knowing the rotation schedule for the day and rotating all guests properly Keep communication open at all times between the front desk and the counselors Call appropriate counselors for all guests
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We will accomplish our goal by F. GENERAL (Paperwork, Money, etc.)
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Handling all payments and renewals correctly and having correct amount of money in the bank, correctly log the money on cash sheet and/or in FMS and agreements on contract register Knowing who's where at all times (Especially management, supervisors and counselors)
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Behavior code
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No taping anything onto the desk Gum chewing is not allowed, but mints are ok No food behind the receptionist desk No drinks in unsealed containers, water bottles are acceptable with a coaster No personal reading material or school work No Personal business (gossip, personal telephone calls) Be on time to pre-shift (five minutes before shift) clocked in a nd ready to go Only the GIN system and the GHFC homepage are allowed websites
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Points system
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7 points per quarter (3 months) Showing up late: 2-2.5 points Not showing up for a shift: 7 points Calling in for your shift: 4 points Poor appearance 2 points Poor attitude 2 points Policy Violations 2 points If 7 points earned, 30-day probation.
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The GIN System
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Read discussion board AT THE BEGINNING OF EVERY SHIFT.
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Bank Count Sheet
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Beginning and end of each shift, count bank. $100 in bank ALWAYS. Unless overnight (10pm-7am, then $50). If less than this, speak to the receptionist on duty/call shift supervisor. BEFORE CLOCKING OUT, all bank sheets must be initialed by a shift supervisor and placed in the bank sheet folder. Failure will result in points.
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Greetings and salutations
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If there are three girls behind the desk, there should be three hellos and goodbyes, unless on the phone or helping a member/guest in person.
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10 Second Experience
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Before interaction, introduce yourself and be yourself. ESPECIALLY with all guests and pilot interactions.
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OSHA
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Occupational Safety and Health Adminstration. Labels: 1. product name 2. a warning statement message or symbol 3. commercial labels, manufacturers of hazardous materials must include name and address and statement describing safe handle procedures. MSDS: Material Safety Data Sheets Main Center: Identity(Name of substance), Safe handling procedures, emergency first aid procedures and emergency telephone number. Maintenance room and supervisor office. Tioga: maintenance room and Adrian's office. Women's center: Ann's office
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Front Desk Stations
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Co-pilot (Check-in), Pilot, Phones and Guests
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Moments of Truth (MOTS)
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Up to you to make things right. Consistency is key. Each shadow packet will include some common MOTs. Refer to customer service manual for more information.
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Business Office
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NEVER GIVE OUT LAST NAMES. Say they are out of the office, not in another building. NEVER give directions. M-T 8a-5p F 8a-12p Give number instead of transferring because members must call to set up an appointment. RECORDS department: renewal fees, freeze time, update of contact information and affiliates. Sally supervises the department. Number is 375-7618. GAINESVILLE ACCEPTANCE CORPORATION (GAC): Handles monthly payments, outstanding balances and notices. This department consists of Rob. 374-8993
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Address and hours: Gainesville Health and Fitness
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4820 Newberry Rd., 32607 24/7
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Address and hours: GHF for Women
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2441 NW 43rd St. Suite 15A, 32606 * Mon, Wed: 5 am - 10 pm * Tues, Thurs: 8 am - 10 pm * Friday: 5 am - 8 pm * Saturday: 8 am - 6 pm * Sunday: CLOSED
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GHF at Tioga Town Center
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12830 SW 1st LANE Newberry, FL 32669 * Mon — Thurs: 5am - 10pm * Friday: 5 am - 9 pm * Saturday: 8 am - 6 pm * Sunday: 12pm-5pm
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PERSONAL TRAINING
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GHFC offers numerous personal training programs for members. These programs offer motivation, weight loss and strength training tips. Sessions can last anywhere from 30 minutes to an hour. The fees vary and appointment times are offered all hours the club is open. Members who stop by the desk to inquire about personal training are rotated to a fitness counselor. Scott Larkin is the director of personal training.
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Massage Therapy
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GHFC offers massage therapy through ReQuest Physical Therapy. Massage promotes stress reduction, quicker muscular repair and offers relaxation, to name a few. Refer members to ReQuest for more information
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League Sports
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GHFC offers Basketball leagues throughout the year. Steve LeBarbera is in charge of these. The times of league play will be provided each semester. Leagues are run as a per semester activity. See Steve LeBarbera or Noah Hastay for more details. All calls about the basketball league are directed to Noah's voicemail, 622. Further information regarding league sports can be found in the Basketball notebook located at the front desk
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Kids Club
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The Kid's Club entrance is located outside of our main entrance in order to protect the safety of members' children. The Kid's Club is free of charge to all members and is open for children from 6 weeks to 12 years of age, provided they are free of any contagious illness. Children can only stay in the Kid's Club for a maximum of two hours
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Nursery hours
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Main M-F 8a-8:30p Sat 8a-6p Sun 10a-6p Women's M-R: 8:30a-8:30p F: 8a-8p Sat: 8a-6p Tioga M-F 8a-8p Sat: 9a-3p Sun: 12p-5p
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MARKETING AND PUBLIC RELATIONS
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• Linda Cirulli-Burton is responsible for sponsorships and membership donations to outside organizations. (Note: Although Linda Cirulli-Burton generally works from another office, she does check her voicemail on a regular basis. Therefore, if someone calls for her, please let him/her know that she is not in the office, but you would be happy to give him/her Linda's voicemail). • Debbie Lee is our marketing director and heads that department. • Glen Purdy is our advertising specialist and heads up that department (Glen works out of our business office). • John Carmean is our communications specialist
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Jan Matkozich
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Director of ReQuest
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Chris Richter
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Facility Director
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Allison Breunig
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Director of Housekeeping
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Scott Larking
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Personal Training Director
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Noah Hastay
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Fitness Director
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Linda Cirulli-Burton
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Community Outreach
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John Connolly
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Director of Crossfit/Small group training
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Katelyn Thompson
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Director of Kids Club
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Ryan Edwards
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Hiring team supervisor
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Kendall Nettles
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Front Desk Supervisor
