Opening SOP
Opening Aspire Climbing is about getting the facility Ready for Business (RFB). This checklist ensures the space, systems, and team are prepared to welcome customers safely, professionally, and consistently.
Front Doors
The supervisor/manager charged with opening duties must unlock the front doors. Depending on timing of arrival, you may choose to keep the outside doors locked until the facility opens to prevent customers from entering while you’re performing opening duties.
Unlock the front door
Unlock the inside door and prop it open — one less door for our customers to open
No need to unlock the door leading upstairs, leave this is for the Impact team.
Welcome Desk
The welcome desk is the business command centre. This is the first area that must be organized and RFB. Ensure that the following is ready:
Turn on all the lights to the facility located by the cube display wall.
Turn on all Welcome Desk computers, open RGP starting with the calendar. This is the first program needed at the start of day and the longest to open. All other apps can open as needed.
Turn on the Check-In computer, open RGP and open Check-In. This is the only app that needs to be open on this computer.
Turn on the TV > select Input > choose the front desk pricing file > press OK again to turn on the slideshow mode so it continues to play all day.
Put away any necessary clutter — this should be done by the closer however sometimes there are shoes that needs to be put away.
Grab the projector remote before moving to the next step, you’re going to need it!
Café Area
The café is the responsibility of the café opener, however sometimes, the tables may need straightening and aligning. Ensure that ALL tables are inline and chairs tucked in place. This shows that we’re ready for the first customers.
Simulators
The simulator should be turned on and ready to play. Good thing you grabbed the projector remote, turn on the projectors for Sims 1, 2, 3, 4. Make sure they’re all working at the start of day. Turn on all the computers so they’re ready for bookings.
Sim 1 — turn on the Multisport app to the main game selector. Leave this on all day
Sim 2 — the projector needs to be turned on to start the computer. (not sure why). Once the computer is on, the projector can be turned back off.
Sim 3 — turn on the Golf app to show the home screen. Leave this on all day.
Sim 4 — this one is Golf specific. Open the Golf app and turn off the project unless it’s booked.
Ensure that all tables and stooks are straightened and aligned. Each high-top table should have 4 stools.
Check the table games and wipe down any that appear dusty or have a lot of fingerprints. This is a sign that they need to be cleaned.
Foosball table can be really dust inside the gaming area. Clean this as needed.
Plug in the string lights. There is an outlet by the Sim 2/3 hallway and the other by the seating area beside Sim 4.
Ninja/Fitness Area
Turn on the lights located by the emergency exit to the front. Only turn on the switches 1, 3 & 4. These ones are the cool lights. Switch 2 is the warm lights. These only need to be turned on during events to brighten the space.
Ensure all stools buy the high tops are in aligned in place.
Clean up and major chalk spills left by the night before.
Any left behind clothing or gear goes to the lost and found.
Ensure signage to the area is aligned to the centre of the entrance.
Bouldering Area
Do a walk around to make sure that the area is RFB.
Align benches and chairs as needed.
Clean up and major chalk spills left by the night before.
Any left behind clothing or gear goes to the lost and found.
Ensure signage to the area is aligned to the centre of the entrance.
Bathrooms
Check all the bathrooms to ensure they’re clean, stocked and ready. Our cleaning services take place on the following days: Mondays, Wednesdays, Fridays, Saturdays and Sundays. That means on Wednesdays and Friday mornings, the following may need your attention:
Clean and disinfect sinks, toilets, hand dryers and touched surfaces and cleaning disinfectant.
Restock toilet paper for the day.
Fill up hand soap dispensers.
Mezzanine
Check the mezz to ensure the tables and chairs are in place and aligned. This space may need to be reorganized and adapted based on the day’s bookings.
PRE-SHIFT Meeting
Once the facility prep has been completed and all areas are RFB, ready the command centre. Review the day’s bookings in RGP. If there are parties, school groups or any bookings first thing, ensure that you understand the requirements with age groups, numbers and etc. Organize a PRE SHIFT with all the Welcome Desk and Guiding/Instructor team to review the requirements.
Set-up the mezzanine seating as needed according to the participant numbers.
Set-up the ninja course as needed according to the participant ages.
Review the bouldering area and any activities required according to the participant ages and numbers.
The purpose of Pre-Shift is to align the team of the day’s expectations and goals.
If there was an Operations Update, ensure that the team is informed and prepared speak to these items in customer interactions.
Report to the management team of any team members that did not review Operations Updates before arriving for their shift. This must be done by EVERYONE to be ready to work!
Email and Voicemail Policies
After Pre-Shift, review the email and voicemails. Replying to emails and voicemails should be performed by Supervisors and Management for brand and messaging, consistency and professionalism. Adhere to the following truths with customer communications.
Emails must be replied to within 24hrs
Our voice and tone are customer service centric and professional.
Ensure that emails are clear with correct grammar and spelling.
We speak from the first-person plural.
Our response from info@ is “We”, never “I” or “Aspire”.
Communication comes from Us, not you.
If an info@ response must be personalized, sign off with your name as needed.
Voicemails
Retrieving voicemails from our inbox can be performed by any staff however, replies must come from Supervisors or Management for brand messaging, consistency and professionalism. Adhere to the following truths with customer communications.
Voicemails must be replied to within 12hrs so retrieving voicemails must be done 2x per day. Morning and before the evening rush (4-5pm).
The best way to record voicemails in through an email to info@ from info@.
Email Subject: Voicemails - (Date/time)
Collect the following details for each message:
Date and Time
Name of the caller
Call back number
Reason for the call
Before calling back, arm yourself with answers and information to ensure a timely reply.