Front Desk Check-in SOP (Free Template)
The front desk is the first and last thing members see. A slow or inconsistent check-in turns a quick workout into a complaint, and letting the wrong person in is a real risk. This procedure is for front desk staff at small gyms, yoga and pilates studios and climbing gyms. It covers member check-in, guests and day passes, expired memberships and what to do when the system is down.
Free, no sign-up. Edit it, print it, share it with your team.
What you'll need
- Front desk system login
- Price list for passes
- Waiver forms or tablet
- Card terminal
The steps
Greet every member as they arrive, by name if you know it.
Look up from the screen. Saying hello is part of the service.
Check the member in with their card, app or name.
Check that the photo on the screen matches the person.
If a membership has expired, explain it privately and offer options.
Renew, buy a day pass or talk to a manager. Keep your voice down.
Sell guests a day pass and take their details.
Name, phone number and an emergency contact.
Have every new guest sign the waiver before they go in.
Check that it's complete and signed.
Watch out: No signed waiver, no entry. No exceptions for members' friends.
Give first-time visitors a quick tour.
Locker rooms, water, where to ask for help and the emergency exits.
Tell members if their class is full or has moved.
Offer the waitlist or another class.
Log any member issue or complaint before the end of your shift.
Who, what happened and what you offered.
Use the paper sign-in sheet if the system is down.
Name, time and membership number. Enter them into the system once it's back.
Get help right away if a member is injured or unwell.
Get your first-aider, call emergency services if needed and log what happened.
Watch out: Never move someone who may have a head, neck or back injury.
Thank members as they leave.
Mention upcoming classes or events if it fits.
How to adapt it
- Write your own pass prices and guest rules into the day pass step.
- Keep the paper sign-in sheet under the desk for system outages.
- Add how to freeze or cancel a membership as a separate procedure.
- Make sure everyone on the desk knows who is first-aid trained on each shift.
Turn this template into training your team will actually open
In ShowHow, your staff read each step on their phone, with photos, in their own language, and you see who has confirmed it. Start from this template or film yourself doing the job.
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