Staff Academy lesson 1 of 12
Welcome a new family before the first class
Create a calm, prepared first impression by knowing who is arriving, why they contacted the school, and what will happen next.
Learning objective
A first-time visitor knows where to go, who will help, and what to expect before class begins.
Sample language
“Hi, I’m [name]. You must be [student/parent]. We have you set for [program]. I’ll show you where everything is, introduce your instructor, and check back after class.”
Use this as a structure. Replace every bracketed field and follow the school’s approved terms and language.
Coaching points
- Review the visitor’s name, goal, program, and any recorded accessibility or contact notes.
- Use the school’s preferred words and pronounce names correctly.
- Explain the next ten minutes instead of delivering a sales pitch at the door.
- Protect privacy; do not discuss sensitive account details in a crowded lobby.
Practice scenario
A parent arrives early with a nervous seven-year-old while the front desk is helping two active members.
Role-play scorecard
- Used both names
- Explained the immediate next step
- Introduced the right staff member
- Stayed warm without rushing
Apply it to real work
Prepare and complete the welcome for one upcoming first visit.
Completion evidence: The visit record identifies the host and records whether the visitor arrived.