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Red alerts must be addressed at check-in—promptly, discreetly, and respectfully. Never announce a member’s balance where others can hear it.

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Training example: Bill Wagstaff

• Account delinquent since July 1, 2026
• 16 check-ins occurred while a red alert was displayed
• This example shows why a staff member must remain at the check-in computer and actively monitor account alerts.

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This account example is for internal education only. Keep member financial information private.

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Red-alert check-in procedure

1. Acknowledge the member normally and review the alert on the check-in screen.
2. Speak quietly and move the conversation away from other members when possible:
   • “There’s an alert on your account. Could I grab you for a second?”
3. Once the conversation is private, explain the issue respectfully:
   • “It looks like your membership payment is past due, and your current balance is $_____.”
4. Use the current balance shown on the member’s account—do not guess or discuss details loudly.
5. Help the member resolve the balance according to the club’s approved payment process. If you cannot resolve it, involve the appropriate manager.
6. Do not ignore or repeatedly bypass a red alert.
7. When you converse with members with past due account balances, please document the conversation under the notes & docs section and verify their phone number and email address are accurate so they receive our email statements.

Why the check-in computer position matters

The person assigned to the check-in computer is responsible for more than recording entry. They must watch for red alerts, protect member privacy, communicate account issues consistently, and make sure alerts receive timely follow-up.

Snowbird Holds

Please review the snowbird hold document so you’re informed on the terms and conditions and paperwork process.