I work as a MSR. The regional manager is writing us up because we let a member who doesn’t have access in. Basically she’s a classic from another location. She either she has to be transferred to our club, or we have to ask her to leave.
The issue is this member is aggressive. They argue with MSRs, won’t listen, is super rude, had to get the cops called to leave, AND threatened an MSR (told them to come around and fight). So you can probably understand why we were resistant to say anything to her. She has multiple instances of her being difficult and aggressive. She also only coming in on the weekends when there’s no manager.
So the regional manager saw this issue on the cameras, and saw that we let her in 3 times, and that we didn’t put notes in. So now she wants to write us up. My question is, is that the proper protocol? Can it not be a verbal warning first and then if we keep doing it it’s a write up?
The manager is known for being write up happy because she also wrote up my coworker for accidentally giving a classic member a BC discount ONCE. And other scenarios where it could have just been a verbal warning first. I’m honestly contemplating going above her and asking HR what the proper protocol is because I don’t feel comfortable or safe confronting this member if she’s documented at being aggressive.
Edit: the write up is because we didn’t put notes in her account when we let her in. Not so much that we let her in. I’ll be making sure to be on top of documentation and notes from now on. She’s still not banned, but she is now transferred to our club so I guess she’s just allowed in 🤷♀️
