Front Desk Operations

The front desk is the face of Second Summit Stafford - the first and last impression families have during their visit. This section contains procedures for daily operations, customer interactions, and administrative tasks.

Daily Operations

• Opening Checklist - Morning setup procedures
• Closing Checklist - End-of-day shutdown procedures

Customer Service

• Waiver Workflow - New family waiver processing
• Phone Scripts - Common inquiry responses

Key Responsibilities

Front desk staff are responsible for:

• Customer Experience: Greeting families warmly and professionally
• Safety Compliance: Ensuring all participants have valid waivers
• Operations Support: Assisting coaches and management as needed
• Facility Security: Following opening/closing protocols

Customer Service Priority

Always prioritize the family standing in front of you over phone calls or administrative tasks. A warm greeting and quick acknowledgment goes a long way.

Contact Information

• Front Desk Lead: John (front desk) - john@secondsummit.ninja
• General Manager: Sarah (GM) - sarah.stafford@secondsummit.ninja
• Emergency Contact: 911 (medical) | Sarah (GM) cell for facility issues