The front desk is where a gym makes and loses money: enquiries turn into clients or disappear, dues get collected or forgotten, renewals get called or missed. A good desk runs on routine, not memory.
This checklist follows a normal day at a gym with a morning and an evening batch. Adapt the times to yours.
Opening (before the first batch)
- Open up and send an opening photo to the owner — lights on, floor clean, the time on it. It answers “who opened today?” before anyone asks.
- Walk the floor. Anything broken, dirty or unsafe gets reported now, with a photo, not mentioned at 9 pm.
- Check in for your shift.
- Look at today’s list — who owes money, whose plan ends this week, which enquiries are due a call — so you know what the day needs from you.
The morning batch
- Greet clients by name as they come in. It is the cheapest retention tool you have.
- Watch for PT clients who are booked but not in. A quick call ten minutes after their slot saves the session — and tells the trainer early.
- Note walk-ins as enquiries straight away: name and number first, the rest when there is time.
The quiet hours: calls and follow-ups
This is when the calling list gets done. Block the hour when your clients actually pick up — you will learn it by noting which calls were answered.
- Dues first — people who owe money, politely.
- Renewals next — plans ending in the next three weeks, then plans that have just ended.
- Enquiries — anyone due a call-back today.
- After every call, note how it went and when to try again. The next person on the desk should never start from zero.
- Wish birthdays and gym anniversaries — a two-line WhatsApp people remember.
Taking payments
- Record every payment as it happens — cash, UPI, card or bank transfer — with who actually took it.
- For UPI, check it has arrived in the gym’s UPI app before recording it.
- Send the receipt on WhatsApp.
- Part payment? Record what came in; the rest stays owed and goes back on the list.
- Discounts: give only what you are allowed to, with a reason. Anything more goes to the owner or manager.
The evening rush
- Walk-ins and trials get your full attention: book trials for a time, tell the trainer, meet them by name.
- Keep the counter clear for payments — evening is when most people pay.
- If a new client joins, add them with their plan and start date before they leave, and take the first payment.
Closing
- Send the day report to the owner: calls made and answered, walk-ins, who joined, money collected, and tomorrow’s follow-ups.
- Count the cash against what was recorded as cash today.
- Send a closing photo — lights off, shutter down, the time on it.
Every week
- Go through plans ending in the next three weeks and make sure each has been called.
- Look at who has owed money the longest, and agree with the owner how to handle it.
- Review enquiries older than two weeks: close them with a reason, or give them one last call.
Every month
- Help the owner check the month’s collections, dues and renewals.
- Bring the reasons people gave — for not joining, not renewing, stopping — to the owner. They are the best feedback your gym gets.
How Peko helps
Peko’s front desk app is this checklist, built in: opening and closing photos, shift check-in with a photo, a calling list for dues, renewals and enquiries with the best hour to ring, one-tap wishes, payments with WhatsApp receipts, a discount limit, new clients with their plan, and a day report to the owner on WhatsApp. See Peko’s front desk.
