- Owner
- Gym Manager
- Effective date
- September 15, 2026
- Review cycle
- Every 12 months
1.Purpose
To make sure every person entering the gym floor has an active membership, a valid guest pass or a day pass, and that entry is logged accurately for safety and billing.
2.Scope
Applies to front desk check-in for members, guests and walk-ins during staffed hours. New member registration is covered by a separate onboarding SOP.
Definitions
- Guest pass
- A limited-use pass allowing a non-member to use the gym, usually brought by a current member.
- Day pass
- A single-visit pass purchased by a walk-in who is not a member.
- Tailgating
- A person entering the gym behind a checked-in member without being checked in themselves.
3.Responsibilities
- Front Desk Coordinator
- Checks in members and guests, verifies membership status, and issues day passes.
- Personal Trainer
- Confirms new members are directed to their scheduled orientation session after check-in.
- Gym Manager
- Resolves membership disputes, approves guest exceptions, and reconciles daily check-in counts.
RACI matrix
| Activity | Front Desk Coordinator | Personal Trainer | Gym Manager |
|---|---|---|---|
| Scan or verify membership status | R/A | I | I |
| Issue a guest pass or day pass | R/A | - | I |
| Check in a minor with guardian waiver | R | - | A |
| Direct new members to orientation | R | A | I |
| Reconcile daily check-in counts | R | - | A |
R = Responsible, A = Accountable, C = Consulted, I = Informed
4.Materials and PPE
Materials, tools and systems
- →Gym management software with membership database
- →Membership card or key fob scanner
- →Guest and day pass waiver forms
- →Minor guardian waiver on file
- →Capacity tracking display or clicker counter
5.Procedure
- 5.1
Greet the member at the desk
Front Desk CoordinatorGreet each person arriving at the front desk and ask them to scan their membership card, key fob or the gym's mobile app.
- 5.2
Verify active membership status
Front Desk CoordinatorConfirm the gym management software shows an active status before waving the member through to the gym floor.
Checkpoint: No one is allowed onto the gym floor without a confirmed active membership, guest pass or day pass.
- 5.3
Handle an expired or frozen membership
Front Desk CoordinatorIf the membership shows expired, frozen or past due, explain the status to the member and offer to process a renewal or payment at the desk before allowing entry.
- 5.4
Check in a guest
Front Desk CoordinatorConfirm the guest pass with the sponsoring member's account, have the guest complete a waiver if it's their first visit, and log the guest entry.
- 5.5
Check in a minor
Front Desk CoordinatorConfirm a signed guardian waiver is on file before checking in a minor, and verify any facility age or supervision requirement is met.
Warning: Do not allow an unsupervised minor onto the gym floor if the facility policy requires adult supervision for their age group.
- 5.6
Sell and process a day pass
Front Desk CoordinatorFor a walk-in who is not a member, process a day pass payment, collect a signed waiver, and give a short orientation to the layout and rules.
- 5.7
Log equipment or locker rentals
Front Desk CoordinatorRecord any towel, lock or equipment rental issued at check-in against the member's account.
- 5.8
Resolve a lost card or fob
Front Desk CoordinatorVerify the member's identity another way, such as a photo ID match in the system, and issue a replacement card or fob following the gym's policy.
- 5.9
Direct new members to orientation
Personal TrainerConfirm a first-time member has a scheduled orientation session and direct them to the personal trainer leading it.
- 5.10
Monitor capacity during peak hours
Front Desk CoordinatorTrack the number of checked-in members against the facility's posted capacity limit during busy periods and pause new entries if the limit is reached.
- 5.11
Watch for tailgating entry
Front Desk CoordinatorWatch the entry point for anyone entering behind a checked-in member without scanning in themselves, and stop them to check in properly.
- 5.12
Reconcile daily check-in counts
Gym ManagerAt the end of the day, compare the gym management software's check-in count against the manual clicker or desk log and note any discrepancy.
6.Quality checks
- →No entry to the gym floor without a confirmed active membership, guest pass or day pass.
- →Every guest and day pass visitor has a signed waiver on file.
- →Minors are checked in only with a guardian waiver on record.
- →Daily check-in counts reconcile between the software and the manual count.
7.Records
- →Guest and day pass waivers
- →Minor guardian waiver forms
- →Daily check-in reconciliation log
- →Lost card or fob replacement log
8.KPIs
- →Average check-in time per member
- →Number of tailgating incidents caught per month
- →Guest pass to membership conversion rate
- →Daily check-in count discrepancy
9.Common mistakes
- →Waving a member through without confirming an active status in the system.
- →Letting a guest onto the floor without a signed waiver on their first visit.
- →Not watching the entry point closely enough during busy hours, allowing tailgating.
- →Skipping the daily reconciliation between the software count and the manual log.
10.Revision history
| Revision | Date | Description | Reviewed by |
|---|---|---|---|
| 1.0 | September 15, 2026 | Initial release | Alexa Uskova |
This is a template. Adapt it to your organization, equipment and local regulations before use.
