Malden Ymca Outreach-School Age Child Care Program

Hello, I would like to report an incident involving the receptionist, Rosey. I experienced behavior that was disrespectful, unprofessional, and inappropriate for someone working in customer service. When I arrived, I noticed that she was presenting herself at the front desk wearing only a towel, which I found to be unprofessional. After I scanned my membership card, she asked if I belonged to a different YMCA location. I answered yes, and she then asked for my information to confirm my identity. I provided my ID, but she proceeded to ask me to pronounce my name, which felt unnecessary and discriminatory since I had already shown valid identification. After that, she told me I was not allowed to enter. I requested to speak with a supervisor, but instead of calling one, she called security to escort me out. The security guard spoke with me and stated there was no reason for me to be removed. Despite this, she called the police. While I was waiting, her supervisor finally arrived and stated that there was no issue and asked the employee not to call the police—however, the call had already been made. When the police arrived, they confirmed that they did not see any problem. The employee then contacted the manager to try to persuade the officers to escort me out. Ultimately, the police politely asked me to leave for the day and return tomorrow. This entire situation was unacceptable and completely avoidable. The YMCA should ensure that staff—especially those in customer-facing roles—demonstrate professionalism, respect, and proper conduct at all times. Thank you for your attention to this matter.

I just wanted to take a moment to recognize how amazing Rosey at the front desk truly is. She consistently goes above and beyond to make sure I fully understand every program my children are enrolling in. As a parent starting youth programs, that level of detail and patience means everything to me. Rosey takes the time to explain things thoroughly and clearly, which makes the entire process feel smooth and reassuring. On top of that, her positive energy is incredible. At 5:30 a.m., she brings life, warmth, and encouragement that genuinely uplifts my mood and starts my day off right. That kind of presence is rare and invaluable. You are truly blessed to have Rosey as part of your YMCA team. She makes a real difference for families like mine.

I just recently renewed my membership with a young lady very pleasant, knowledgeable the best attitude I ever seen from staff anywhere I asked her what her name was because I want her to be recognized for her good customer service. There should be more staff like her I enjoy going there I do aquatics. I would like to thank her ! I forgot to mention her name is Rosie

I am proud to say I am a member of this YMCA. It's clean, friendly and a great place to make friends and workout. The staff at the desk are always helpful and are constantly assisting the members with their questions or documents. The facility is well maintained and the staff are more than happy to help if a member needs assistance. I would definitely recomend them to friends and family.

Rosey at the front desk was super friendly and helpful! She greeted me with a smile, made me feel comfortable right away, and were very patient in answering my questions. It’s always nice walking into the gym and seeing someone so positive. Thanks Rosey!!!