Operations
Front-desk playbook
A practical guide for daily member check-ins, handling drop-ins, and quickly resolving access problems.
Member check-in workflow
- Ask the member to present their KwikPass QR or phone number.
- Scan on the device or search in the dashboard Members tab.
- Confirm Active status and access hours before granting entry.
The card shows badges like Active, Pending payment, or Expired to guide decisions.
Selling day passes
- Open Point of sale or the Dashboard and choose Day pass.
- Confirm price and whether access hours apply to the pass.
- Issue receipt and provide the customer with a temporary QR code.
Day passes appear in reporting with revenue and visit counts.
Resolving access issues
- If the card shows Pending payment, help the member update billing.
- For Expired memberships, offer to renew or sell a day pass.
- Verify device connectivity and branch access hours during troubleshooting.
Escalate complex cases to managers and record notes for follow-up.
Device handoff and etiquette
- Keep the check-in device accessible and charged.
- Sanitize QR scanners and tablets regularly.
- Greet customers, confirm names politely, and maintain queue discipline.
The front desk sets the tone for customer experience and retention.