Efficient team

How to help your reception desk team excel

How to help your reception desk team excel
Written by MIHAELA Published on 2023-04-24 3 minutes read

You are certainly well aware of the essential role played by the reception desk and the team working in this department at your gym.

The people who greet members or answer the phone are part of the member's first impression and can make the difference between a great experience and a mediocre one.

So, your front desk team is just as important as any other department. My advice is to give them as many resources as possible so that the member's experience is memorable... in a positive way, of course.

There are many types of members, and sometimes things may not work as they should. What's more, the people at the front desk need to know how to help them, smooth over any conflict and solve any client problem before they even know they have a problem.

Reception training is a rather complex process that differs from club to club, depending on the services they offer and internal procedures. However, how receptionists relate to members and are prepared with answers and clarifications is similar everywhere.

Welcoming members

First of all, how clients are greeted when they arrive at the club or call the front desk is crucial.

Do receptionists greet members when they enter the club? Even when they are busy with someone else or something else? When they answer the phone, do they introduce themselves?

If you don't already have a procedure for this, create a short speech for when someone walks into the club and when the receptionists answer the phone. It doesn't have to be more than two sentences in either case, but it will also be easier for your team to know what to say rather than improvise on the fly.

Frequent questions

There are specific questions or topics that members or potential clients always need clarification on, whether it's memberships, a particular offer, how a machine works or if they can use specific equipment if they have back pain, for example.

These questions must have an exact, concise and, above all, correct answer.

So, meet with the entire front desk team and list the most common questions they get from members or potential customers.

Some of these situations may be addressed through an email to all members or posters pasted at the reception desk or changing rooms. For the rest, create one suitable answer for each and ensure each team member has these answers in writing.

This way, you ensure that your members get the correct information correctly.

Trainer app

Role-playing games

Another problem I'm sure your club receptionists face is problem members. No matter how tight-knit and awesome your community is, there are bound to be problems or grievances occasionally. It is normal! The question is how these problems are solved by your team.

Whether we're talking about members who complain about various inconveniences at the reception, or members who don't follow the rules, all these cases must be solved by your employees in a firm, professional, but above all, empathetic way.

No matter how good you are at customer service, there are many situations where you just don't know how to react and what to say. To avoid these events as much as possible, you can organize role-play sessions between your reception desk team members.

Generally, people react better and faster in situations they have already faced. So if you do these little role plays with your employees on various topics, they will know how to react when it happens in reality and how to respond correctly.

Of course, there are plenty of other strategies and procedures that can be implemented at the front desk of your fitness club to ensure that the member experience is the best it can be, but these three ideas are a great start.



Mihaela is the most sociable member of the UPfit team and loves to learn new things from people. That is why she chose a career in customer support. However, she thinks this activity should be more than just an answer to a problem. Instead, it should foresee any challenge the client might be facing. That is precisely why she likes to think of herself as a customer care specialist and not just customer support. And that is exactly why she is the favorite of all our clients.

Fitness Business Romania
Fitness Business Romania

Are you interested in similar articles? Do you find this subject interesting? Then you should sign up for our newsletter.

Each week we'll email you a summary with the latest news and insights on your gym's activity.

Our team curates content that will help you expand your business - management, leadership, team development, industry tips, interviews, and other interesting resources.

Sign up
101 ideas to grow your fitness club
No matter at what level your business is, whether you just opened your first gym or you already have an established club, any moment is an excellent opportunity to improve your business and streamline your operations.
Free download

Are you struggling to increase the number of new members joining your fitness center?

There is an easier way to get more members! Communicate efficiently with them through automated emails, provide them the option to purchase memberships online, delight them with a professional mobile app and member account, and surprise them with fast services at the reception desk.

With UPfit.cloud, everything is done quickly, and you can start seeing results in a matter of days. Find out the advantages of our platform in a 20-minute demo session.


We also recommend...

How to open a gym: what you need to consider before opening

Are you considering opening a gym, or are you amidst launching a new club? There are plenty of aspects that you should consider when you create such a business. To give you a hand, I made a list with all the operational aspects you should take into account.

Read More

How to launch group fitness classes in your gym

One of the most significant and most persistent trends in the fitness market in the last decade has been group fitness classes. Even if they must attend group X classes from their living room, members remain loyal to this workout type. So, what is stopping you from launching group fitness classes at your gym?

Read More

What is customer care in fitness, and how to care for your members

An incredible member experience will encourage them to visit your gym more and more and, of course, to constantly renew their membership. You don’t have to invest considerable amounts in equipment and gadgets. If your staff makes sure members are always happy at your club, your retention rate will surely increase on its own.

Read More

Free guides for your gym

We have created a series of free guides that will help expand your gym: advice on increasing sales, lead management, optimising your online marketing strategy, creating a corporate program, and so much more. There are dozens of e-books and guides with useful information and ideas for ambitious gyms, that are willing to use all the tools available to grow their business and recruit more members.

Free download

Free guides for your gym
Top-of-the-range software for excellent results

Software that perfectly adapts to your gym's activity

Each gym is unique. That is why UPfit.cloud has a wide range of services, tools, and features that perfectly match your business.

Regardless of how you manage your gym or fitness club activity, UPfit.cloud can be customized so it's easy to use for your team and simple for your members.