- Owner
- Gym Manager
- Effective date
- September 15, 2026
- Review cycle
- Every 12 months
1.Purpose
To make sure every new member is registered correctly, screened for health concerns, shown around the facility safely, and set up with a starter plan that improves retention.
2.Scope
Applies to the onboarding process for a new gym membership, from registration through the two-week follow-up. Daily check-in for existing members is covered by a separate SOP.
Definitions
- Health questionnaire
- A screening form asking about medical conditions, injuries and medications that could affect exercise safety.
- Physician clearance
- Written approval from a doctor allowing a member with a flagged health condition to begin exercise.
- Starter program
- A basic personalized workout plan given to a new member based on their goals and baseline fitness.
3.Responsibilities
- Front Desk Coordinator
- Completes registration, collects waivers, and issues access credentials.
- Personal Trainer
- Leads the fitness assessment, facility tour and equipment demonstration, and builds the starter program.
- Gym Manager
- Reviews flagged health questionnaires and confirms physician clearance before a session begins.
RACI matrix
| Activity | Front Desk Coordinator | Personal Trainer | Gym Manager |
|---|---|---|---|
| Complete registration in the gym management software | R/A | I | I |
| Collect waiver and health questionnaire | R/A | I | I |
| Review a flagged health condition | I | R | A |
| Conduct the fitness assessment and tour | - | R/A | I |
| Schedule the two-week follow-up | C | R/A | I |
R = Responsible, A = Accountable, C = Consulted, I = Informed
4.Materials and PPE
Materials, tools and systems
- →Gym management software for registration
- →Membership agreement and pricing sheet
- →Waiver and health questionnaire forms
- →Access card or fob and mobile app setup
- →Fitness assessment form and body measurement tools
- →Starter program template
5.Procedure
- 5.1
Welcome and register the member
Front Desk CoordinatorWelcome the new member and complete their registration in the gym management software, including contact details and emergency contact.
- 5.2
Collect the waiver and health questionnaire
Front Desk CoordinatorHave the new member sign the liability waiver and complete the health questionnaire before they use any equipment.
Checkpoint: No new member uses equipment before a signed waiver and completed health questionnaire are on file.
- 5.3
Flag a health condition for review
Front Desk CoordinatorIf the health questionnaire flags a condition such as a heart issue, recent surgery or pregnancy, route it to the personal trainer and gym manager before scheduling the assessment.
Warning: Do not proceed with a fitness assessment for a flagged health condition until physician clearance is confirmed or a modified plan is approved.
- 5.4
Review membership terms
Front Desk CoordinatorWalk the member through the agreement's pricing, billing cycle, freeze policy and cancellation terms before they sign.
- 5.5
Issue access credentials
Front Desk CoordinatorIssue the access card or fob, help the member set up the mobile app if offered, and confirm they can check in successfully.
- 5.6
Schedule the fitness assessment
Front Desk CoordinatorBook the complimentary fitness assessment and facility orientation with a personal trainer, ideally on the same visit or within a few days.
- 5.7
Conduct the facility tour
Personal TrainerWalk the new member through the gym floor, locker rooms, class studios and any specialty areas, pointing out safety equipment and rules.
- 5.8
Review facility etiquette and rules
Personal TrainerExplain equipment sign-up rules, re-racking weights, wipe-down expectations and class booking procedures.
- 5.9
Assess goals and baseline fitness
Personal TrainerDiscuss the member's fitness goals and record baseline measurements appropriate to their goals and comfort level.
Checkpoint: Assessment proceeds only after confirming no unresolved flagged health condition requires physician clearance first.
- 5.10
Demonstrate safe equipment use
Personal TrainerDemonstrate correct setup and safe use of the key machines and free weights the member's starter program will include.
- 5.11
Provide a starter program
Personal TrainerGive the member a simple written starter program based on their goals and assessment, sized to their current fitness level.
- 5.12
Schedule the two-week follow-up
Personal TrainerBook a follow-up call or short session at around two weeks to check progress and adjust the starter program.
- 5.13
Log onboarding completion
Front Desk CoordinatorMark the onboarding checklist complete in the gym management software once the waiver, assessment and starter program are all done.
6.Quality checks
- →Every new member has a signed waiver and completed health questionnaire on file before their first workout.
- →Flagged health conditions are reviewed before a fitness assessment proceeds.
- →Every new member completes a facility tour and equipment demonstration.
- →Two-week follow-up is scheduled before the member leaves their onboarding session.
7.Records
- →Signed waiver and health questionnaire
- →Fitness assessment results
- →Starter program on file
- →Two-week follow-up notes
8.KPIs
- →Percentage of new members completing a fitness assessment within a week
- →Two-week follow-up completion rate
- →New member retention rate at 90 days
- →Number of flagged health conditions requiring physician clearance
9.Common mistakes
- →Letting a new member start using equipment before the waiver is signed.
- →Skipping physician clearance follow-up on a flagged health condition.
- →Giving a generic starter program instead of one based on the assessment.
- →Not scheduling the two-week follow-up before the member leaves.
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.
