Standard Operating Procedures (SOP): Front Desk & Facility Attendant

Purpose and Use of this Document

This Standard Operating Procedures (SOP) manual provides a concise and comprehensive guide for Front Desk & Facility Attendants, covering the essential protocols and responsibilities needed to maintain the facility’s standards of service, safety, and operational efficiency. This document serves as both a reference and an on-the-job resource, detailing key areas of responsibility.

Scope of Responsibilities:

• Customer Service and Front Desk Operations: This SOP covers expectations for engaging with clients, managing check-ins and check-outs, processing payments, and addressing customer inquiries professionally. Detailed instructions on processing memberships, partner programs, and payments are also included.
• Facility Maintenance: While this SOP outlines general expectations for maintaining cleanliness and organization, specific cleaning tasks and procedures are detailed in the Cleaning Procedures Manual. All Front Desk & Facility Attendants are expected to review both this SOP and the Cleaning Procedures Manual to fully understand cleanliness standards and requirements.
• Safety and Emergency Protocols: Key safety protocols are provided, including emergency evacuation procedures, first aid protocols, and equipment safety checks, which all staff are responsible for knowing and following.
• Memberships and Partner Programs: This SOP also covers processes related to memberships and partner programs (e.g., ClassPass). Information on registration, tracking attendance, and resolving membership-related issues is included to ensure seamless service for all clients.

This SOP is a dynamic document; additional sections may be added or updated to reflect new procedures, partner programs, or enhancements to existing protocols. Staff members are responsible for staying informed about these updates and adhering to the standards outlined.

Using this SOP on the Job

This SOP is designed for ongoing use during your working shifts and should be referenced as needed. Regular updates will be communicated by management, and employees are expected to review any changes to remain current. For detailed cleaning protocols, please refer to the Cleaning Procedures Manual as part of your role requirements.

By adhering to these procedures, you contribute to creating a safe, welcoming, and efficiently managed facility for all clients and staff.