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Reception cheat sheet

NovaCity Centre · Front-of-house quick reference
Live URL class-ops.com/admin/reception

What you see

Today's sessions stack top to bottom. Card colour shows the class type. The full bar at the top of every card is the capacity heat: blue, then amber at 80% full, then red when at capacity.

Element on the cardWhat it means
Big number / small numberBooked / capacity
Walk-in buttonAdd someone to this class right now
Waitlist buttonOpen the waitlist drawer
▾ chevronExpand the card to see attendees

Payment methods · pick the right one

MethodWhen to useWhat it does
Cash Notes or coins handed over Goes into the Cash reconciliation panel
Card on Terminal Tap or insert a card on Square or Zettle. You'll be asked which device, which location. Goes to the matching terminal panel
Card on File "Charge me later." Recorded as PAID, surfaces in the audit list so reception can chase the actual debit. Amber banner reminds you the card hasn't been charged yet
Complimentary Free. Always £0 (server enforced). Coach trade, comp ticket, friend of the gym. Goes to the Comp panel for the record
Spelling note Complimentary with an i. "Complementary" with an e is a different word. Default when you open the picker is Cash.

Things that look weird · what to do

Badge or symptomWhat to do
No waiverSend them to class-ops.com/waiver/sign on a tablet, or mark a paper waiver as on file via the admin app
PendingPayment is pending. They can attend but need to pay before they leave.
Health notesHover to read the note. Acknowledge before they're in the class.
Allergies (red triangle)Same as health notes. Read it before class starts.
child tag next to a nameBooked under a parent. Parent must be present, or have given written consent for drop-off.
Card shows red FullAt capacity. Use the Waitlist drawer.
App is slow or won't loadWait 30s, refresh once. Still broken? Call Liam, or WhatsApp Chris if Liam isn't on site.

The five things you do

1Walk-in (someone arrives without a booking)

  1. Tap Walk-in on the class they want
  2. Search by name or email, pick the member
  3. Pick a payment method (table on the left)
  4. Confirm

Member not found? They need to register first. Tablet at reception, or send them to class-ops.com/register.

2Check someone in (they have a booking)

  1. Expand the card (▾)
  2. Tap the empty checkbox next to their name. It turns green.
  3. Done. To undo, tap the green checkbox.

3Record a payment for someone already booked

  1. Expand the card
  2. Tap Record payment next to their name (only shows if unpaid)
  3. Pick method, confirm

4Manage the waitlist

  1. Tap Waitlist on a full class
  2. Add or promote members from the drawer

5End of day

  1. Open /admin/payments/reconciliation
  2. Type today's actual cash count into the Cash panel
  3. Type the Square and Zettle terminal totals
  4. Match flags go green when figures agree
  5. Tap Copy as email, paste into your daily email

When to call

SituationWho
Customer dispute about a paymentLiam first
Card terminal not connectingSquare or Zettle support
App is broken AND a customer is waitingChris (escalate fast)
Routine question, not urgentWhatsApp Liam after the rush
Fill in by hand on the laminate
Liam (NovaCity site manager)
Chris (BrightLoop, technical escalation)
Square support
Zettle support

You don't need to worry about

  • Daily 08:00 email summary, sent automatically
  • Lapsed-member follow-ups, sent automatically
  • Payment reminders to overdue customers, sent automatically
  • Sending daily takings to Liam, handled by Copy-as-email

If anyone asks you to do these manually, something has broken. Flag it.