1. When handing towels, receiving guests, and giving directions to guests.

2·Understand the basic knowledge of fitness

3·Solve problems for customers

4·Customer service department rules and regulations

1. Go to work Maintain a good mental outlook and work attitude, and are not allowed to make phone calls or send messages at work.

2. Arrive at work on time, know your shift clearly, and are not allowed to change shifts privately. If you have a request for a shift change, you must apply to the department manager in advance, and you can only change shifts after approval.

3. You must wear work clothes and work badges when going to work. The dress code is neat and elegant. Slippers are not allowed during working hours, and exaggerated pendant earrings are not allowed. Dress down.

4. It is not allowed to talk loudly, laugh, or fight in the workplace; it is not allowed to eat, drink, make phone calls, send messages, or engage in indecent behavior in front of members or customers.

5. During business, the welcome voice "Hello! Welcome" and the farewell voice "Thank you for coming, please walk slowly" should be loud. Polite expression: "Hello! Please wait a moment." "Please take your card (your bag)." "How can I help you?" etc.

6. Employees are not allowed to leave or leave their posts during working hours. If necessary, handover work must be done when leaving.

7. Treat members warmly and kindly, and make polite language a habit. If members have complaints, please ask the manager to handle them, but they must be kind and smiling. It is strictly forbidden to argue with members (especially with customers in the club) before).

8. Check the standing items in the morning shift. For example, whether purified water, fitness cards, receipts, contracts, drinks, gym bags, towels, etc. are sufficient. Any shortage should be replenished in time.

Items to be collected or replenished must be reported to the manager in time (completed before 16:30 every day) to ensure that there is no shortage of items during peak periods.

9. Issue keys accurately and confirm whether the membership card is in normal use. At the same time, assist membership consultants to register prospective customers.

10. Play music according to club regulations: play light music from 09:30 to 18:00 in the morning, and play slower music after 18:00 in the evening. Strictly control the use of audio equipment at the front desk of the club, play light music after 21:00 in the evening, and turn off all audio and video equipment at 22:00.

11. Ten minutes before the start of the coaching department’s course, the upcoming course will be broadcast twice to the entire audience.

12. Half an hour before the end of business, the whole venue will announce the closing twice.

13. Before leaving get off work, check whether the keys are complete, whether there are things left by members, wrong cards, etc., keep records and hand them over to the manager; check whether the entries in the water bar and front desk accounts are accurate. For the smooth progress of tomorrow's business.

5. Reception terms

1) When a member comes in: "Hello! Welcome! Please show your membership card~~~Please wait~~~118 Your Please take the cards in your hand!"

2). Members leave: "Please wait a moment, 1011 your card, please take it, thank you for coming, please walk slowly!"

3) Non-member visits: (Please register as a guest first) Please register here. (Registration in progress) Do you have an appointment? (Registration completed) I wish you a pleasant visit!

4). Answer the phone: "Hello! Accelerate".

(Consultation) Please wait! I will transfer you to our membership consultant. You can consult him in detail.

(Looking for someone) Please wait! (If you are not here) Is there anything important you need me to tell you?”

Those who violate the above rules and regulations will receive a verbal warning for the first time. , the second fine is 20 yuan, and the third fine is 50 yuan.

6·Rewards

1) Do not violate club and department regulations this month, attend full attendance, and perform outstanding work at the same time. 2) Those who put forward constructive suggestions to increase the club’s income or improve work efficiency will be rewarded

3) Those who have a strong sense of work responsibility and reduce costs for the club Those who lose, will be rewarded

4), those who win honors for the club will be rewarded

7·Punishment

1), those who do things unrelated to work at work, Such as reading magazines, playing chess, playing cards, watching TV, sleeping, playing online games, etc. The first verbal warning; the first time fine is 10 yuan; the second time fine is 20 yuan.

2) Failure to comply. The club's dress code, such as not wearing a work badge or wearing slippers during working hours, will result in a verbal warning; a fine of 10 yuan for the first time; a fine of 20 yuan for the second time.

3) Leaving work during working hours. , off duty. Verbal warning for the first time; fine of 10 yuan for the first time; fine of 20 yuan for the second time.

4) Using private mobile phones, PHS, sending messages and playing games in front of members or customers. Penalty. Verbal warning for the first time; fine of 10 yuan for the first time; 20 yuan for the second time.

5) Violation/refuse to accept the department manager’s decision instructions, policies or work procedures for the first time. Fine of 20 yuan; second fine of 50 yuan.

6), carelessness, laziness, poor service, property damage or customer complaints; first verbal warning; second fine of 20 yuan. .

7), eat, take food, drinks, etc. from the club or guests.

The first time penalty is 20 yuan; the second time fine is 50 yuan.

8), presenting false documents to the club or customers, reporting false information, etc. Fined 100-500 yuan or expelled.

9). Do not hand over items found in the club and keep them as your own, such as cash, mobile phones, etc. A fine of 100-500 yuan and expulsion will be imposed.

10). Overcharging or undercharging customers for personal purposes, changing bills, receipts or not registering. A fine of RMB 100-500 will be imposed, or all wages will be deducted, and the employee will be fired.

8·Other work details:

1. Reservation of spinning bikes

Reservations can only be made after 16:00 on the same day, and the card must be signed in person to confirm. Telephone reservations will not be accepted, and staff will be severely punished for making reservations instead.

2. Card suspension, card transfer, and card replacement

1. Card suspension: The member must sign in person to confirm, and at the same time accurately fill in and verify the card suspension record. The annual card can be suspended at most Three months, it can be stopped in three installments, but it must be in units of months. Staff who stop on behalf of others will be severely punished.

2. Card transfer: Check the remaining time first, and then hand it over to the membership consultant on duty. After completing the card transfer procedures, keep the written information. A card can only be transferred once.

3. Card replacement: Charge the card replacement fee correctly and issue a receipt. And fill in the written information accurately.

Card suspension, card transfer, card replacement and other information should be handed over to the department manager before the end of business on the same day.

3. Chatting in groups at the front desk is strictly prohibited

Staff are strictly prohibited from chatting in groups at the front desk

Staff are not allowed to intentionally chat with members at the front desk.

Consultation: should be handed over to the membership consultant immediately and guided to the business area for negotiation.

Complaints: Members should be politely led to the office immediately and handled by the manager on duty.

4. Hygiene

Clean at least three times a day: morning shift, noon, and before 18:00 during peak periods, and keep it tidy at all times.

5. Meal time regulations

30 minutes! Handover of work must be done well.

6. Handover after get off work or off-duty work

Written handover, counting cash and uncollected balances, etc.

7. Neatly placing items at the front desk

Commonly used documents should be placed in a standardized manner, and personal items are not allowed to be placed at the front desk. And clean up the waste regularly!

8. Pre-deposit of beverages

Except for pre-deposits in the early stage, pre-deposits will not be accepted in the future.

9. Precautions when checking information and making accounts

Please check the membership card registration form to confirm the card type that has not been opened. It is strictly prohibited to read the contract and account sheet in front of the members. . Accounting should be started in the evening when there are not many members. When doing accounting, confidentiality should be kept. After completing the accounting, the account list and agreement should be put into the drawer immediately.

10. Notes on cashiering

1. Don’t ask questions, just look at the contract to collect payment.

2. Read the contract and distribute gifts. And ask members to sign on the record form for confirmation.

3. Read the contract to confirm whether to open the card.

For card opening, members must sign on the card opening record form for confirmation.

4. Take photos and accurately save them to the computer.

11. Business Fund Management

All cash (except reserve funds) at the front desk and water bar on the day will be handed over to Manager Zhang of the Logistics Department.

Twelve, pay close attention to people who have repeated experiences

A single consumption will be attributed to the front desk for a unified commission of 10%, but the visitor must be registered and the visitor registration (name, contact information ) will be handed over to the salesperson on duty for follow-up.

13. Switching time of the air conditioner

It turns on at 18:00 in summer and winter, and turns off after members have finished walking. Spring and autumn seasons are flexible.

14. Connection with sales

1. Customers come with experience coupons, business cards, and DMs. (First guide the registration. If there is a signature, go directly to the signer. If there is no signature or the signer has resigned, you should be connected to the sales reception on duty. If the signer is not available, you should be connected to the sales reception on duty or the manager on duty)

2. Make an appointment . (Specify the person you are looking for to connect with the sales reception. If the sales person is no longer available, the person should be connected with the sales person on duty or the manager on duty)

3. Those who have been here before. (First guide the registration and ask if you still remember who received the reception before. If the customer clearly remembers, he should be connected to the sales reception. If the sales person is not available, he should be connected to the sales person on duty or the manager on duty)

4. Visit . (First guide the registration, and politely ask if you have made an appointment and whether it is your first time. If not, you should be connected to the sales reception on duty. If there is, you should follow Articles 2 and 3)

5. Membership Guide experience. (First guide the registration and ask if there is an appointment. Those who have an appointment shall follow Article 2, and those who do not have an appointment shall connect to the sales reception on duty)

6. Find someone and wait for someone. (First guide the registration, and then transfer to the salesperson on duty)

7. If you are still unwilling to register after explanation, please promptly transfer it to the on-duty membership consultant or manager on duty. You are not allowed to introduce business-related information to visitors or members. , affects the sales work, if there are visitors or telephone inquiries, please refer them to the membership consultant for explanation as much as possible.

8. New members’ first exercise. (As prompted, please ask the member to confirm the card opening, and notify the member’s membership consultant to follow up in a timely manner. If the membership consultant is not available, the membership consultant on duty or the manager on duty should be contacted in a timely manner to receive the card.

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