FACILITIES - SUPPLIES - PEOPLE

Each month, like clockwork, the membership billing is processed. Your very reliable bookkeeper tallies the numbers, ensures that all deactivations and reactivations are set, runs a dues report, follows through with the automatic payments, and then runs the statements. Your members receive their bills right on time, and your receivables come in on schedule to cover your costs. All is good until one day your bookkeeper gets snowed in at some remote place in the world, can’t be reached, and will not be able to return for over a week.

Because your bookkeeper has been so reliable and efficient in the past, you have never taken the time to share that task, or maybe, over time, you have forgotten how to run the statements. This is a nightmare, but one that’s been on the horizon for some time; it just hadn’t popped up yet. In addition, that problem is now magnified by recent upgrades to the software you use and by a help hotline that is either unreachable or possibly just not helpful.

If a manager can’t keep track of the club’s bookkeeping, and more importantly, at least be able to fill in on the essentials, they are in trouble. Let’s go back and look at how this problem evolved. Most software that runs any part of the bookkeeping department is software that will evolve. Initially, you may have learned how to operate these programs, but given time, they will change, and, of course, over time, you will also tend to forget a few of the steps.

To prevent this problem from happening will require two simple but important steps. First, about once every three months, sit down with your bookkeeper and together run the bills or payroll. This will help you keep in touch with how the process currently works. Set up a manual for these procedures that takes you through the process step by step. Don’t depend on the company that provides the software to assist you. The reason for this is simple: most of the software companies that enter into the health and fitness facilities are startups that were working towards the goal of building their business via users and income growth, with the hopes of selling off their product for a handsome profit. These transitions often result in a more distant relationship that a manager may have with the new providers.

As mentioned, most bookkeeping is in a constant state of flux. Members are changing their type of membership, changing their method of paying, or have just joined or are leaving your facility. You rely heavily on your bookkeeper to keep track of all changes. Upgrades, downgrades, freezes or deactivations, termination of memberships, and automatic payments require accurate and timely updates, all of which can impact the billing. Bookkeepers have this information filed away properly or have programmed that information into the software, so you should be able to access that information. But if you want to sleep at night, never leave the accounting aspects of a club’s operation to only one person.

Now for payroll. Although most facilities will use a payroll company, there are still a number of preparatory steps needed. New employees have to have their individual information processed, payroll raises and terminations must be processed, and a basic review of the time cards may be necessary. It may look easy at first, but wait until you have to deal with an employee who has forgotten to clock in or out properly, or your time clock malfunctions. Remember that most states have a law that will require you to provide the pay for your employees within five days of the end of the pay period. But maybe more importantly, your employees need that income to maintain their financial needs, which must be respected.

The bookwork involved with employees goes far beyond just payroll. Most facilities will have working agreements and forms that the new employee must fill out. Collecting this information is crucial and legally very important. Severe fines and employee lawsuits can result from improper hiring and firing procedures. If you depend on your bookkeeper to keep track of all this, you may be a little too trusting. Again, take time to review this data that tracks this department, put it on your monthly schedule so that it all becomes a routine that you follow religiously.

Never forget, you are responsible for any misappropriation of funds and money. Fraud is always a concern. Here are a few facts about fraud you should keep in mind. First, the most common detection of fraud (40%) comes from a tip, not from your own detection. Second, private company misappropriations are detected by accident more often than by internal or external audits. Third, check tampering, credit card abuse, and billing schemes are the most common methods of misappropriation. Lastly, surprise audits and job rotation are the most effective anti-fraud controls in reducing the size of loss. It is great to have an honest staff and be a trusting manager; it is even greater to put in place a system that never needs trust as a final measure.

Another large part of understanding your accounting is being able to accurately keep track of your payables and receivables. Again, most facilities will use software for processing their payables. Keep yourself familiar enough with this software so that if needed, you will be able to pay any bills. Remember this very important issue, always know how to access and use all the computers in your facility, which means always keeping up with the passwords for each computer.

If you’re a manager who takes pride in saving your business money, this is where that talent and insight with expenses will take place. It’s often an unrecognized quality when a hands-on manager finds the most economical way to provide quality repairs or upgrades. Your reward for performing in this manner won’t likely be noticed by the members and will probably rarely be recognized by the owners or investors, but it will come out as an appreciated talent that demonstrates that you take pride in both the process and the results, and, in turn, adds great value to your position.  

At the other end of this department is keeping track of receivables/income. This task can be bundled to provide both the current methods of direct deposits and ease of payment for your customers. In many ways, this is the most important area of bookkeeping. The reality is that following the income is all about tracking the data and knowing how to access it.

When you are on top of your bookkeeping, you will have a very good understanding of your company’s Profit and Loss reports, your Fiscal Budgeting, and any other financial reports you may need. Having that ability can make a manager look very competent in the eyes of the owners or investors, who, in most cases, are always concerned about the return on their investment. Your competence in this department will serve as a great neutralizer to their worries.

In 1976, he took over as head professional/tennis director at the Mt. Tam Racquet Club in Larkspur, California, and added the title and responsibilities of general manager in 1982. After 48 years, he retired to work exclusively in helping others in the industry. 

In 2010, he was awarded “Manager of the Year” for the USPTA NorCal Division and the “Manager of the Year” at the USPTA World Conference. Rod has written several books, including “Down Your Alley” in 1993, “Playing Into the Sunset” in 2013, and most recently, “250 Ways to Play Tennis.”

He also produced the “Facility Manager’s Manual” and the “Business Handbook for Tennis Pros,” which is distributed by the TIA.

Passpoint improves indoor connectivity during peak play, and participating wireless carriers fund qualified venues based on real usage.

Indoor tennis and pickleball facilities continue to hit the same operational friction during peak hours. Calls drop under metal roofs. Staff reliability degrades when leagues and events overlap. Guest Wi-Fi introduces logins, support burden, and security exposure.

At the same time, ladders, leagues, clinics, and tournaments increase foot traffic and dwell time but rarely create a new infrastructure revenue layer for the facility.

A carrier-funded indoor connectivity model, deployed by Onward Upward Digital through its connectivity partner True Planet, uses Passpoint, also known as Hotspot 2.0, to address both problems at once.

What changed for carriers

Wireless carriers now face two structural challenges:

● Indoor coverage remains inconsistent, even when outdoor signal appears strong

● Network capacity is increasingly consumed by video, streaming, and peak-hour device usage

Rather than relying solely on additional small-cell builds and tower deployments, carriers now offload approved indoor traffic onto carrier-grade Wi-Fi networks inside qualified venues.

Passpoint enables eligible phones to authenticate automatically using SIM-based credentials, with no portals, no passwords, and no staff involvement.

What the experience looks like for players and staff

● Players and staff walk in, and eligible phones connect automatically

● No guest network selection, no passwords, no captive portals

● Encrypted, carrier-authenticated access separate from guest Wi-Fi

From the user’s perspective, the phone simply works indoors, even during peak league and tournament hours.

Why racket sports facilities are a strong fit

Indoor tennis and pickleball venues align closely with carrier requirements:

● High foot traffic

● Long dwell time

● Repeat weekly usage

● Predictable peak demand during leagues, ladders, and events

● Large indoor spaces where cellular signals commonly degrade

That usage pattern makes these facilities strong candidates for carrier-funded deployments.

How deployments work in practice

Deployments led by True Planet, in coordination with Onward Upward Digital, operate in two ways:

● Passpoint is integrated on top of an existing Wi-Fi system already installed in the building, if it meets technical requirements

● A carrier-approved hotspot device is provided when the existing system cannot support Passpoint

In both cases, eligible carrier traffic routes securely over the building’s existing internet connection. Phones authenticate using SIM-based credentials, not passwords or portals.

A pilot deployment is currently underway at Tennis Addiction in Pennsylvania, with carrier registration and validation in progress.

What facilities can expect

Depending on site fit, carrier participation, and usage patterns, facilities may see:

● Improved indoor connectivity during peak usage windows

● Automatic connectivity behavior for eligible devices through Passpoint

● Encrypted, carrier-authenticated access separate from guest Wi-Fi

● A potential infrastructure revenue layer funded by carriers, where approved

Important clarification:

Carrier participation, eligibility, technical requirements, and compensation vary by location, infrastructure readiness, and carrier approval. Some venues may require network adjustments to qualify.

Who this fits best

● Indoor tennis clubs

● Pickleball facilities

● Multi-court sports complexes

● Venues running leagues, ladders, or tournaments

● Facilities already investing in participation and programming

If people spend hours inside your building each week, this is straightforward to evaluate.

10-minute fit check

A short fit check confirms:

● Internet provider and available bandwidth

● Wi-Fi system make and model, or whether a hotspot is required

● Peak traffic windows and dwell-time patterns

If the site qualifies, the next step is carrier registration and coordinated deployment.

Schedule a 10-minute fit check: https://calendly.com/d/cxkq-j2n-p4h

Onward Upward Sports functions as the execution arm, delivering organized leagues, ladders, and events in high-traffic venues, while integrating digital visibility and live connectivity to drive participation, operational stability, and sustainable revenue for clubs and facilities.