Checklist template

Front desk and member check-in for fitness centers

A ready-to-use checklist with 118 items in 6 sections, covering Greeting, Check-in, Guest handling, Phones, Retail and payments, Desk appearance. Use it as-is in InspectLoop, or adapt it to your own standards in minutes.

  • 6 Sections
  • 118 Items
  • 101 Yes / No checks
  • 6 Scored ratings
  • 131 Points

Use this template How audits work

1. Greeting 17 items

  1. A front desk employee was at the desk when the inspector walked in Yes / No 1 pt
  2. Seconds before the inspector was acknowledged at the desk Number
  3. The employee made eye contact before speaking Yes / No 1 pt
  4. Members checking in were greeted by the first name shown on the check-in screen Yes / No 1 pt
  5. The employee stood up to greet members instead of staying seated Yes / No 1 pt
  6. Each front desk employee wears the current club uniform top Yes / No 1 pt
  7. Each front desk employee wears a name badge that can be read from the member side of the desk Yes / No 1 pt
  8. No front desk employee used a personal phone at the desk during the visit Yes / No 1 pt
  9. An employee busy on a call signaled to the waiting member that they had been seen Yes / No 1 pt
  10. Conversations between employees stopped when a member came to the desk Yes / No 1 pt
  11. Members leaving the club were thanked or wished a good day Yes / No 1 pt
  12. The employee asked could state today's closing time without looking it up Yes / No 1 pt
  13. The employee asked could name the next group class on the schedule and its studio Yes / No 1 pt
  14. The employee asked gave directions to the locker rooms that the inspector could follow without asking again Yes / No 1 pt
  15. Visitors not recognized as members were asked whether this was their first visit to the club Yes / No 1 pt
  16. Largest number of members waiting in line at the desk during the visit Number
  17. Greeting given to members during 10 minutes of observation Rating
    • Every member greeted, most by name 5 pts
    • Greeted without name or eye contact 3 pts
    • Several members not greeted 1 pt

2. Check-in 21 items

  1. Every member seen entering scanned a key tag, app barcode or wristband Yes / No 1 pt
  2. The check-in screen is placed where the employee can see the member photo at each scan Yes / No 1 pt
  3. The employee looked at the photo on the screen for at least 5 of the scans observed Yes / No 1 pt
  4. Members with no photo on file are photographed at the desk before they enter Yes / No 1 pt
  5. A member who forgot a key tag is looked up by name and asked for photo identification Yes / No 1 pt
  6. The alert tone of the check-in software can be heard at the desk Yes / No 1 pt
  7. Check-in alerts (past-due balance, expired membership, missing waiver) are dealt with before the member goes in Yes / No 1 pt
  8. Past-due balance conversations are held in a low voice, away from the line Yes / No 1 pt
  9. A member whose scan fails is helped at the desk without being sent to the back of the line Yes / No 1 pt
  10. A sign or sticker on the member side shows where to scan Yes / No 1 pt
  11. Notes shown on the check-in screen for a member (item to collect, message from a trainer) are passed on at the scan Yes / No 1 pt
  12. The employee asked could explain how a frozen membership is reactivated at the desk Yes / No 1 pt
  13. Members visiting from another club of the network are admitted according to the access level of their membership Yes / No 1 pt
  14. Children and teens are admitted according to the age and supervision rules of company policy Yes / No 1 pt
  15. A second scanner or a keyboard lookup is ready if the main scanner fails Yes / No 1 pt
  16. A paper check-in log is kept at the desk for software outages Yes / No 1 pt
  17. The employee asked could explain how members are checked in during a software outage Yes / No 1 pt
  18. Replacement key tags are in stock at the desk Yes / No 1 pt
  19. Check-ins recorded by the software in the last full hour Number
  20. Seconds from scan to entry for the slowest check-in observed Number
  21. Check-in as observed Rating
    • Screen watched at every scan and alerts handled at once 5 pts
    • Screen watched now and then, or a line formed behind an alert 3 pts
    • Screen not watched or alerts ignored 1 pt

3. Guest handling 20 items

  1. Every guest completes a liability waiver before going past the desk Yes / No 1 pt
  2. Waivers signed on paper are filed or scanned on the day they are signed Yes / No 1 pt
  3. Each guest is told which areas and services the pass includes (classes, pool, towel service) Yes / No 1 pt
  4. Each guest is entered in the club software with a name and a phone number or email Yes / No 1 pt
  5. Each guest is shown or told where the locker rooms and the workout floor are Yes / No 1 pt
  6. The day pass fee charged matches the posted rate Yes / No 1 pt
  7. Waivers of guests under 18 are signed by a parent or guardian Yes / No 1 pt
  8. A guest brought by a member is registered while that member is present Yes / No 1 pt
  9. Guests receive the wristband or visible pass required by company policy Yes / No 1 pt
  10. First-time guests are offered a tour of the club Yes / No 1 pt
  11. Prospects waiting for a tour are offered a seat and told how long the wait will be Yes / No 1 pt
  12. Today's list of booked tours is at the desk Yes / No 1 pt
  13. A membership consultant or the manager on duty met the last walk-in prospect within the time set by company policy Yes / No 1 pt
  14. Trial pass end dates show on the check-in screen Yes / No 1 pt
  15. The employee asked could state the day pass price and the current joining offer Yes / No 1 pt
  16. Guests arriving without a lock are offered one to buy or borrow Yes / No 1 pt
  17. Guests leaving the club are asked how the visit went Yes / No 1 pt
  18. Guest passes registered yesterday Number
  19. Guest registrations with no waiver on file, out of 5 of yesterday's sampled Number
  20. Reception of guests Rating
    • Registered, waiver signed and shown where to go 5 pts
    • Registered and waiver signed, then left to find their way 3 pts
    • Admitted with no waiver or no registration 1 pt

4. Phones 17 items

  1. Calls during the visit were answered within 3 rings Yes / No 1 pt
  2. The phone greeting gave the club name Yes / No 1 pt
  3. The phone greeting gave the employee's first name Yes / No 1 pt
  4. Callers are asked before being placed on hold Yes / No 1 pt
  5. No caller was left on hold for more than 1 minute without an update Yes / No 1 pt
  6. A member standing at the desk is served before a ringing phone unless a second employee can answer Yes / No 1 pt
  7. Messages for managers and trainers are logged with the caller's name, number and time Yes / No 1 pt
  8. Yesterday's logged messages are marked as returned Yes / No 1 pt
  9. The voicemail greeting states the current club hours Yes / No 1 pt
  10. Callers asking about membership are offered a tour appointment Yes / No 1 pt
  11. The name and number of each membership inquiry are entered in the lead list Yes / No 1 pt
  12. The employee asked could explain the company procedure for a cancellation request received by phone Yes / No 1 pt
  13. The employee asked would not confirm to a caller whether a named member is in the club Yes / No 1 pt
  14. The list of internal extensions is posted at the phone Yes / No 1 pt
  15. Membership prices can be reached from the phone station without leaving the desk Yes / No 1 pt
  16. Unheard voicemail messages at the time of the visit Number
  17. Handling of a call observed or a test call Rating
    • Answered within 3 rings, full greeting, question resolved 5 pts
    • Answered, greeting or answer incomplete 3 pts
    • Not answered, or caller not helped 1 pt

5. Retail and payments 20 items

  1. The drink cooler is stocked with facings pulled to the front Yes / No 1 pt
  2. Drink cooler temperature (°F or °C) Number
  3. The drink cooler holds 41°F (5°C) or below Yes / No 1 pt
  4. Every retail item has a price label or shelf tag Yes / No 1 pt
  5. 10 drinks and bars sampled were all within their date Yes / No 1 pt
  6. Towels rented or sold at the desk are rung before they are handed over Yes / No 1 pt
  7. The employee asked could show a member how to update billing details in the app Yes / No 1 pt
  8. Padlocks are in stock for sale at the desk Yes / No 1 pt
  9. Each retail sale is rung at the point of sale at the time of the sale Yes / No 1 pt
  10. A receipt is offered or emailed for each retail sale Yes / No 1 pt
  11. The card terminal faces the member Yes / No 1 pt
  12. Members updating a payment card enter the card themselves on the terminal or in the app Yes / No 1 pt
  13. No card number is written on paper anywhere at the desk Yes / No 1 pt
  14. A past-due payment taken at the desk is posted to the member's account while the member is present Yes / No 1 pt
  15. The employee asked could show how a membership freeze request is entered Yes / No 1 pt
  16. The cash drawer is closed between transactions Yes / No 1 pt
  17. The opening count sheet of the cash drawer is initialed for today Yes / No 1 pt
  18. The price list for day passes, towel service and locker rental is posted at the desk Yes / No 1 pt
  19. Retail items out of stock at the time of the visit Number
  20. Retail display at the desk Rating
    • Full, priced and tidy 5 pts
    • Gaps or missing prices 3 pts
    • Sparse and unpriced 1 pt

6. Desk appearance 23 items

  1. The counter is free of personal items of employees Yes / No 1 pt
  2. No employee food or drink can be seen from the member side Yes / No 1 pt
  3. The counter surface is free of dust and fingerprints Yes / No 1 pt
  4. Cables of the scanner, terminal and computer are tied out of sight Yes / No 1 pt
  5. The class schedule displayed at the desk is for the current week Yes / No 1 pt
  6. The club hours posted at the entrance match the hours in the software Yes / No 1 pt
  7. Promotional posters and flyers at the desk are for offers still running Yes / No 1 pt
  8. Lost and found items are kept out of sight in a designated bin Yes / No 1 pt
  9. Each lost and found item carries a tag with the date found Yes / No 1 pt
  10. Entrance mats lie flat with no curled edges Yes / No 1 pt
  11. Entrance mats are free of debris Yes / No 1 pt
  12. Entrance door glass is free of fingerprints Yes / No 1 pt
  13. Lobby seating is free of stains and crumbs Yes / No 1 pt
  14. Lobby seating has no torn upholstery Yes / No 1 pt
  15. Screens behind the desk are on and show current content Yes / No 1 pt
  16. The trash bin at the desk is less than three-quarters full Yes / No 1 pt
  17. The hand sanitizer dispenser at the entrance is filled Yes / No 1 pt
  18. The club rules are posted at the entrance Yes / No 1 pt
  19. Comment cards or a feedback QR code are available at the desk Yes / No 1 pt
  20. The front desk opening checklist is initialed for today Yes / No 1 pt
  21. Name of the manager on duty Short text
  22. Overall rating of the front desk Rating
    • Standards met in every section 5 pts
    • Lapses in one or two sections 3 pts
    • Lapses in most sections 1 pt
  23. Corrective actions required Comments

About this template

This checklist is part of the InspectLoop template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In InspectLoop you can add photos, assign corrective actions, require sign-off and compare results across sites.

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