Weekly Managers Meeting – Membership & Operations Updates

These vocabulary flashcards cover the key terms, policies, and systems discussed during the managers’ meeting, helping staff recall operational rules, promo details, and procedural updates.

Enrollment Fee

Mandatory upfront keyfob charge applied to every new membership; cannot be waived under current promo rules.

Key Fob Fee

Required payment for the access fob issued to each member; no exceptions allowed

Grace Period (June 16–19)

Window in which waived-fee sales were still eligible for commission; violations after June 20 will have commission claw-backs.

Commission Claw-Back

Deduction from July payouts for June sales that broke the enrollment/key-fob rules.

Summer Promo (2023)

Offer allowing free dues until September; now discontinued due to misuse of waived fees.

13-Month Agreement Plan

New promo structure: dues start immediately, key fob charged, and one free month added at the end of a 12-month term.

Asana

Project-management tool used to assign tasks such as role-play tracking and the ‘Most Active Members’ list.

Most Active Members Template

Monthly Asana form managers must complete (the day after month-end) listing top-visiting members.

Weekly Role Play

Mandatory staff training exercise logged in Asana to improve sales and service skills.

Scorecards

Performance reports used with role plays to target individual staff development needs.

Medallia

Customer-feedback platform; some clubs report missing email alerts from it.

Club OS

CRM system for leads and agreements; current email and lead-sync issues linked to data migration.

Lead Sync Issue

Problem where an emailed prospect appears in inboxes but not in Club OS; under investigation.

76 Ave Membership Concern

Location allegedly selling one-month, multi-club access deals; managers must track cases for corporate review.

Com (Communication) Membership

Short-term paid membership (e.g., $90 for one month) that normally limits access to the selling club only.

Drop-In Fee

Single-visit payment for non-members or guests, including minors with parental supervision.

Minor Waiver Requirement

Signed liability form required for guests under 18; parent/guardian must accompany during workout.

Re-Racking Initiative

Ongoing effort encouraging members to return weights, improving gym tidiness and safety.

Etiquette Videos

Short instructional clips filmed by Victoria & staff to promote proper gym behavior across clubs.

Corporate Support Ticket

Formal request sent to head office (e.g., for Medallia or Club OS technical problems).

Migration

Recent data transfer process believed to cause email bounces and lead-sync errors.

Multi-Club Access

Permission allowing a member to use any branch; restricted to standard agreements, not one-month deals.

Long-Weekend Schedule

Updated holiday hours/calendar shared across locations to ensure consistent staffing and member notice.