How Movimiento Fitness Madrid gave its front desk fifteen hours a week back

Company Overview

Movimiento Fitness Madrid has a front desk staffed twelve hours a day. Most of that time went on bookings, membership changes, payment questions and a paper diary rather than on members standing in front of them.

Challenge

• Bookings, cancellations and membership changes were all manual desk tasks
• At peak times members queued behind admin tasks that did not need a person at all
• Manual membership changes caused around six billing errors a month
• Staff had almost no time for the member conversations that actually retain people

Solution

• Members handle their own bookings, freezes and plan changes in Solstice Studio OS
• Membership changes apply to billing automatically instead of being re entered by hand
• Payment questions are answered by the member's own history in the app rather than at the desk
• The desk keeps an override for anything unusual, which is now the exception rather than the norm

Results

• Front desk admin fell by around 15 hours a week across the three staff
• Billing errors from manual changes dropped from about six a month to none
• Peak time queues at reception effectively disappeared
• Staff now run structured check in conversations with new members, which lifted 90 day retention

Customer Testimonial

"We hired front desk staff to look after members and then gave them fifteen hours a week of data entry. Taking that away did not reduce the team, it changed what the team does. The retention improvement came from conversations we finally had time to have."

Carlos Mendez, Owner, Movimiento Fitness Madrid

Key Benefits

• Members handle bookings, freezes and plan changes
• Membership changes flow straight into billing
• Payment history answers questions without the desk
• Manual overrides kept for genuine exceptions

Solstice Fitness Studios took fifteen hours of weekly admin off Movimiento Fitness Madrid's front desk and turned it into time spent with members.