Gladstone 360 Front of House Guide

Problem

Reception, contact-centre and duty-manager staff need to carry out everyday front-of-house tasks in Gladstone 360: adding customers, selling memberships, managing bookings and messages, and taking end-of-day readings.

Resolution

1. Get around 360

   • Work from Check-in (the reception screen). It shows memberships, debts and messages when a member swipes. Use Contacts to add or edit records.
   • Use Go to to move between Contacts, Check-in and Point of Sale on the same member.
   • Try to stay in one browser tab. Opening screens from Home opens new tabs, and only one tab can use the card reader and receipt printer (green bell). If the bell is not green, click it and select your hardware service.

2. Add a customer

   • Choose the right Add contact button (for example, adult, concession, young person).
   • Email: always select Home, even for a work address. It is the customer's online login.
   • Phone: mobiles start 07; landlines go under Home. Mark the main number.
   • Address: search by postcode or type it in.
   • Complete any additional information, take a picture (Freeze, then Save), and set preferences.
   • The record is saved straight away and appears in Plus2 too.

3. Work on the record

   • Blue/green buttons edit, red buttons delete. Each section is edited on its own.
   • Options > Last five jumps back to recent records. Click the member's name for a quick summary you can copy from.
   • Links: link from the primary member's record (for example, the parent). If they are the wrong way round, edit the link and swap the primary; no need to unlink. You can choose whether the linked member shares the primary's memberships and contact details.
   • Online account: send a password reset email for a customer who cannot log in.
   • Bank details (with permission): edit the Direct Debit on the membership.

4. Sell a membership

   • Click Add membership and choose the button.
   • Pick the membership. For a linked member, choose who pays.
   • Click through the remaining steps, updating anything out of date.
   • Click Save, then Pay now and choose the payment method.
   • The price level updates automatically and the member receives a confirmation email.

5. Use the Check-in tabs

   Tab	Use it for
   Memberships	View and add memberships
   Attendance	Every swipe
   Correspondence	Notes, messages and every email sent, with Resend
   Documents	Upload proof of eligibility, PAR-Q and similar; set a valid until date. Medical documents are marked sensitive
   Sales	All sales; use the filter at the bottom (for example, just subscriptions)
   Event log	Who changed what; click View for detail
   Bookings	Cancel or move a booking (for example, to another court or day)
   Basket	Pay for anything waiting, without going to the till
   Access	A live view of everyone passing through the gates. It is not about the member you have open

   • History tabs show the last 7 days by default. Use the filter for 30, 60, 90 days or all.

6. Manage messages

   • Notes stay on the record without popping up.
   • Reception messages pop up when the member swipes. Choose Pass to contact once dealt with: it becomes a note so there is a record. Delete removes it completely.

7. Manage bookings

   • Cancel: select the booking, cancel, and choose whether to refund.
   • Move (activities): pick the new slot; any price difference is shown.
   • Party bookings add several people at different prices to one session, where the activity allows it.
   • Courses buttons are for courses set up in Plus2.

8. Take the end of day reading

   • Go to Cog > Point of sale readings (from any screen).
   • Choose Terminal reading (or the reading your site uses).
   • If your site uses counted total, enter each payment method separately (cash, card, vouchers).
   • Check the difference column. When asked "Is this your final reading?", choose Yes only when you are finished.

Notes

• This guide is for reception, contact-centre and duty-manager staff and their trainers, and covers Gladstone 360 Contacts, Check-in and Point of Sale.
• A payment prompt on a free member booking is expected with some price levels. Click OK to continue.
• If a customer joining in centre has a card problem, their unpaid joining payment may sit in the Basket for a short while.
• Customers joining online: if a customer is told "You already have an account", they should log in first, then buy the membership from their account. A parent can buy for a linked child after logging in.

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