// The accident book is in the bottom drawer under reception desk.
// Any accident (staff or client) that occurs onsite needs to be recorded in the ACCIDENT LOG BOOK. By recording the incidents, we are able to better learn, adapt and hopefully minimise these accidents from re-occurring by changing the way to do things. Please inform management of any injury ASAP, including the action that had been taken during the incident.
// Add a note to the clients BOOKER NOTE, so that if any further action, we have an online reference of date/time/class and action at time of incident.
// Client BOOKER NOTES cannot be seen by the client. The other notes section is visible to the client so make sure we only use booker notes for any internal Sweat IT comment.
// We love a to-do list; this helps keep us on track in busy days. As a small start up business, there are always things to do. Please refer to REMINDERS on the mac for all OPENING, CLOSING and DURING SHIFT tasks when planning your shift.
// As part of your role you need to have full understanding of all packages on offer. Price, commitment, starting date, sharing, billing & expiry.
// Head to www. https://sweat-it.com/love-it/, study it, learn it and refer to it.
// If a CP client cannot make their class, we can sign them into the class to ensure they do not get charged a no-show fee by ClassPass.
// If the CP booking is not in the class roster, please confirm by checking the customers Classpass app on their phone. This should detail all upcoming classes in their schedule. Do not rely on an email confirmation of the booking.
// Client shakes are to go on the bottom shelf – name facing outwards!
// Please ensure fridge is always stocked to this standard:
// If you get a corporate enquiry take the clients details and send an email to Ben/Nina with the clients contact details (email, name and name of company)
// Corporate clients have access to discounted rates on our Sweat Packs. We have created a membership group in Zingfit called “SWEAT IT VIP” These are larger companies who have had at least 20 people attend a class from their office.
// This automatically adjusts the prices of the SWEAT PACKS when the client logs into their account online. It will also automatically adjust the price in the Zingfit register in studio for that specific person.
// All emails to be responded to within 1hr. Once actioned, move to the email to the COMPLETED folder.
// The buildings fire alarms are tested every Thursday at 11am. This should sound for a moment & then be disabled by building management.
// We test our fire alarms every week, and this is carried out by a member of the management team.
// Please read the FIRE SAFETY page.
// The closest DFIB machine is located at The Aldwych Theatre. Every DFIB machine has clear and simple instructions on how to use.
// The first aid box is always kept under the reception desk. During class the trainer will call for front of house to assist and take the injured individual out into reception and provide first aid as required.
// If the client needs a uber/ taxi home or to hospital, please use your judgement and this will be reimbursed.
// Add any incidents to the ACCIDENT LOG BOOK and on #IMPORTANT channel on SLACK, so management are aware. If an incident occurs inside or outside the studio, THIS HAS TO BE COMPLETED!
// Add a note to the clients BOOKER NOTE, so that if any further action, we have an online reference of date/time/class and action at time of incident.
// If any clients leave a class early please check in with them to see they are ok, we need to understand if this is something we have done or if they are just rushing off to work etc!
// Ask the Gympass user to create a Sweat IT account using the same email as they have registered with Gympass.
// Once confirmed, add the client into the “Gympass” membership group > info page, drop down box.
// Add the “Gympass Unlimited” package to their account. It will go through without needing payment - providing they are in the Gympass group.
// All gympass members will have the little CASTLE symbol.
// Gympass clients have the same perks as direct clients
// Give the client a wash bag from under the desk. Add the bag number to their booker notes AND to the clipboard at reception which is above the filing cabinet at reception.
// Client wash bags No. 30-39
// Give the client’s wash-bag to the cleaner and when clean, place in the corresponding locker under the benches in the reception area. The padlocks are near the muffs at reception and the code is 0510. Do not share this code with the client.
// Check client’s booker note for wash bag number. Client’s clean kit will be left in the locker with the same number under bench.
// Unlock the locker (code 0510) and give the laundered kit to the client. Note on the clipboard that their kit has been collected.
// Any class cancelled with <12hr notice is considered a “LATE CANCELATION” and the class is used from their series.
// Direct Sweat IT clients can late cancel their class ONCE A MONTH. Make sure you always add this to their BOOKER NOTES so that we can monitor this.
// Direct Sweat IT client can always change to a different time on the same day, providing there is available spots in the other class.
// NEVER cancel a CLASSPASS booking, even if you are trying to move them class. If you aren't 100% sure ask a team member or manager.
// Once the door is closed the class has officially started. We do not allow anyone into the studio past this point.
If you are faced with a late arriving client please refer to:
"Due to health and safety for yourself and others we cannot allow you into class as you will not be insured should you have an accident. It is communicated across the website and emails to arrival at least 5-10 minutes before the class starts so unfortunately, I cannot allow you into this class"
However, I can...
// CLASSPASS - Book you in for the next class (check them in for the class and reserve them a spot in the next class, we can also check then into the missed class so they don't receive a no show fee)
// DIRECT CLIENT - Give you your class back so you don't lose the credit and you can reschedule (we cancel the client from our end)
// PLEASE NOTE: If “first-time” clients miss the induction with the trainer, they will not be permitted into the studio. No exceptions.
// Never bring the boxes into the reception area!
// Two lost property boxes are kept in the laundry room, one for clothes and the other for misc (bottles, shoes, makeup, etc)
// If you find lost property or the cleaners give it to you, place in a plastic bag (behind FOH desk) and write the next number on the bag and write a description in the lost property book filling out all details needed and place in laundry room with other items. Unless high value put in the plastic box in the drawer behind FOH. e.g House keys, bank card.
// Empty lost property roughly every month. We try hold on to items for 4 weeks. Donating anything we can to charity and throwing other items in the bin.
// If a client calls and enquires about a missing item please DO NOT say yes we have it. Let them know we have an item that matches the description and if they would like to check it is theirs, they can pick it up as we are open until (Insert relevant time for the day). The item should remain in the lost property box in the numbered bag.
// Ensure both Mac’s are logged in to FOH - Aldwych SLACK at all times. When responding on macs, please initial your responses.
Username: FOH - Aldwych
// We need to rotate the belt-packs and mics daily in order to ensure they dry out sufficiently between uses.
// When not in use, remove batteries (charge if necessary), disconnect MIC from belt pack and store in the staff room to dry out (box on top of the comms cabinet)
// Always ensure the output dial on the transmitter is set to medium – arrow pointing up:
// Muff’s should be changed with every new Mic
// Wash dirty muffs - Hot water + washing up liquid
// Rinse and leave to dry at the end of closing shift.
// Reception music is played via the iPad and should be playing the playlist of the trainer who is next up in the studio, to create atmosphere.
// iPad Volume should be 3 or 4 bars from full volume (75%)
// Music can be lowered once final lunch client has left the building and before first evening client arrives. (Typically 14:45 - 16:00)
// We offer packs which are only valid in an off-peak class. The times are as follows: Mon-Fri - 8:30am/ 9:30am/ 10:30am/ 11:30am & 4:30pm, Fri-Sun - ALL Classes
You can find all passwords here: Team Drive > Studio > FOH > Duties
The Password is: sweat123
// Rota’s are managed on the app DEPUTY and are planned approximately two weeks in advance. If you commit to a shift, it is your responsibility to ensure it is covered if you have a change of plans with under 7 day’s notice.
// Shifts generally are:
6am - 1:30pm
You will get a 60 Minute break between 8:45am & 12noon. You may only do the 9:30am or 10:30am class.
1:30pm - 8:30pm
You will get a 30 Minute break at 4:30pm. Due to the length of a class, you are not permitted to take a class during the evening shift.
4:30pm - 9pm
7am - 3:15pm (Weekends Only)
You will get a 60 Minute Break. Please be mindful of how busy the studio is and being supportive to your desk-mate’s workload when choosing which class to attend.
// We have a variety of recovery shakes on offer to suit all dietary requirements. Get to know our shake board so that you can make recommendations. These make up a massive part of our revenue!
// Please encourage clients to pre-order their shakes before their class to give a smooth experience & allow you to manage your time efficiently.
// Shakes are £4.95, and 45p for extra protein or nut butter.
// We also offer a free shake for Direct Clients and Gympass clients for the 12:30pm class, as it is 40 Minutes long. Please note, this is NOT for classpass clients or free guests. The clipboard is NOT to be put out during the lunchtime check-in. FOH should write everyone’s name down and ask clients which shake they would like.
// Use metallic pen to write customer’s name and a funny hashtag!
// Wash blender jugs in the sink after each use to remove shake residue before placing in the dish washer. This is particularly important for shakes which contain PEANUT BUTTER.
// Shakes should be made (blended) no more than 10 minutes before pick-up. It may be helpful to prep the shake ingredients before-hand for busier classes, but DO NOT blend more than 10 minutes before pick-up.
// Download SLACK and join all available channels – enable all notifications in the slack settings.
// You will be logged in as FOH - Aldwych when on the desk. Please always sign off messages with your name so we know exactly who we are speaking with.
// Password: sweat123
// All staff can buy discounted items from the tuck shop. Use promo code STAFF30 at checkout to apply discount. Everything must be added to ZINGFIT for stock control, regardless of payment method.
// We have a friends and family discount off packages; F&F25, this is not to be shared on social media or with customers.
// Follow us on Instagram @sweatitlondon. Growth on Instagram can massively increase our presence in the London fitness scene. Like and comment on the posts, tag us, share to your friends!
// Unpack deliveries ASAP so that reception area is kept tidy; Please take a picture and add to #deliverynotes on SLACK. Be aware of stock levels. If specific items are running low, inform management asap.
// DO NOT place cardboard in reception bins. Give cardboard to the cleaning team - they tape it up and put it out for collection.
// It is the trainer’s responsibility to ensure all weight and equipment is put back after class by the clients. If this is not done please inform management on the #TRAINERS SLACK channel.
// Throughout the day/evening FOH need to tidy/ re-stack the Olympic plates, dumbbells and bands and ensure the benches are in-line with the treadmills allowing the trainer to walk between the treadmill and the bench.
// DO NOT neglect tidying the heavier weights at the back of the studio.
// Future bookings made via a 3rd party provider cannot be changed, cancelled or rebooked in the Zingfit system. The client will need to contact their respective 3rd party provider directly.
// Bookings made via 3rd Party providers are unable to choose a starting RIG, RUN or D-RIG spot for their class. They are auto-allocated via the App. It is a downside of not booking directly with Sweat IT.
// If there is availability 5 mins before a class starts we can swap a 3rd party booking to a preferred spot. (e.g. RIG Start to Run Start or D-Rig).
// If a 3rd party booking comes into the studio on the off-chance that they might be able to get into an earlier class, providing there is space, we can allow this. Do not change their original booking, just to the class notes. They may not change to an earlier class by simply calling us; they must show up and ask.
// All client registration emails will be automatically be moved into the outlook folder “New Customer Sign-Up”. We can archive ClassPass sign ups.
// Working your way backwards (oldest first) call all new client sign ups to help them with any questions or queries about classes/packages anything Sweat IT related. We ultimately want to help in getting them to the next step, so if they have signed up, how can we help in getting them booked for their first class?
// Any clients that do not pick up, please leave a voicemail telling them the reason you tried to call leaving your name and info@ email during the voicemail. Try to drop the clients name in also.
Typically, you will have 4 different customers:
1. Signed up but no purchase – Most clients think packages start the day they buy them, so often wait to buy or are waiting for a friend to book the same class together.
a. I can see you have signed up but not booked, do you have any questions about the classes?
b. Do you need any help with the different package options? All of them don’t start until you physically attend your first class.
c. How did you hear about us?
2. Signed up and bought a class but haven’t booked:
a. Any questions on our classes?
b. Offer to book them in further in advance than they can see online. If they are waiting for a specific day. If you do book them in, suggest a spot nearest the trainer
c. Possibly recommend your favourite class, explaining why it is your favourite
3. Signed up, bought a class and booked:
a. Recommend arriving 15 mins prior to class start time to allow for a full induction as Trainers give a demo for all new clients prior to the class starting. Emphasise our late policy, it will help get them into good habits from day 1.
b. Mention they can pre order shakes on arrival and the perks included e.g leave your water bottle at home, we have complimentary shower and sweat towel’s, you don’t need a padlock etc.
c. Tell them about your personal experience with the class and what to expect during the class.
d. Check they know how to find us, mention we have bay trees at the entrance and that they need to head down the stairs upon arrival.
4. Signed up and attended a class – ARCHIVE
// If anyone walks in the studio asking to use the toilets and isn’t a client, we do now allow this due to security purposes. If they say they are a client but just not booked in for a class please ask them for their full name so we can check they are.
// People who walk in, asking for a “look around” they are GOLD DUST to us! Always let the customer walk in front of you when touring it’s just polite, guide them to the areas you want to talk about. Try take them into the studio if you can, if a class in on encourage them to look in via the glass on the door and explain the basic concept while they are looking highlight key features: 18 treadmills, 18 Rigs, Every day is a different body part M-Fri and today is xxx etc. NEVER allow them to wonder around on their own, for security purposes.
// Show them the changing rooms highlight GHD straighteners, hair dryers, awesome showers/ producs (all the extra fancy bits you don’t get in your pure gym e.g sweat /shower towels) AND ALWAYS give them a flyer to take away highlighting the dirty thirty, explaining how to book online e.g you sign up to an account / buy a pack / book any class.
// Easy talking points to refer to, as a tour should be a few minutes
// Do you work in the area?
// Are you working towards any targets at the min or how many times would you be looking to work out a week.
// How did you hear about us?
// Talk about your experiences in the studio; first class/ fav class etc
// All trainers must arrive at least 15 minutes before class. They must inform FOH/management if they are running late. This is done via the Emergency WhatsApp group.
// If a trainer is not in the building 15 minutes prior to class; please reach out on Emergency Whatsapp to confirm they are closeby. If no immediate contact is made, please call the trainer and inform management.
// Any late trainer arrival (<15mins)/issues, add to the #TRAINERS SLACK channel. This is not seen by the trainers and only front of house and management.
// If a class is full, clients can add themselves onto the waitlist in case a spot becomes available. Up to 12hrs before the class, the booking system automatically adds the waitlisted client into the class and sends them an email notification.
// In the case of a walk-in client on a full class, add them to the waitlist; spots can be allocated 5 minutes prior to the class started.
// Clients can use the Sweat IT water bottles during their session (free of charge). If they are not returned, the client will be charged £25 on their card on account.
// Record the bottle number against the client’s name on the sheet.
// Place the clean bottles at reception to air-dry without the lid. Dry the lids and place in the dry box at reception.
// This is the back end of our booking system. Through this you can:
// Manage client profiles
// Book a client in
// Change a client booking
// Move a client’s spot in the studio
// See class numbers
// Add a package to a client’s account
// Process payments
// See a client’s class attendance history
// See a client’s packages
POINT OF SALE
// The Register groups Series/Contracts (on the left) by Series Type and merchandise (on the right) by Category. Notice also, that for merchandise there is a product search for barcode scanning (and barcode label creation)
// In Take Payment screen Payment types (including credit cards on file, Store Credits, Promotions and Gift Cards) appear in the left-hand sidebar if activated.
The zingfit Booker is used for most of the studio's day-to-day activities, including:
// Use the Point of Sale (POS) to run transactions, refund past sales, discount any products
// Sign up new customers or update existing customer data
// Book customers into classes, change spots, change series on a booking
// Launch the Self Sign-in Kiosk
// Use the class dropdown menu to act on a scheduled class
// and more!