Title Page
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Conducted on
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Prepared by
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Location
Fitness Center Attendant
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Fitness Center minimum hours of operation are 24-hour access, daily (It is acceptable if signage indicates to call for assistance, information, or operator)
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o If no attendant present, attendant must be available within 10 minutes from request
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During peak times staff circulates a minimum every 30 minutes
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o Between 6am and 9 am
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o Between 5pm and 7pm
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During off peak times attendant circulates a minimum every hour
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Employee must minimally Refresh amenities (e.g. water, towels, ear buds)
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Clean trash, used towels
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Wipe down machines
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Be knowledgeable of how to use machines
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Employee must offer assistance within 1 minute of arrival
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Make immediate eye contact, smile and acknowledge you
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Provide eye contact and smile throughout the warm welcome
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Employee asks for name and uses it throughout interaction
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Employee must offer a service/solution/opportunity to meet an anticipated need
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If guest makes a special request employee must Not just say “No” but use a polite denial, e.g. “I am afraid that we are unable to do that at this time”
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Offer alternatives that may help meet the need in another way
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Offer further assistance to the guest (“Is there anything else I may assist you with?”, “Please let us know if there’s anything we can do to make your stay more enjoyable”,
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Demonstrate appreciation (e.g. “Thank you,” “We appreciate you staying with us,” “It was a pleasure”)
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Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)
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Mention own name at any time during encounter
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Employees are expected to provide a service experience that positively influences emotional engagement
Fitness Center Amenities and ambiance
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Music playing
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o Upbeat and energetic (e.g. Classic Rock, Pop Hits or New Age Adult Alternative)
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Cardio equipment with:
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o 1 towel on each vacant piece of equipment
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o 1 bottle of water on each piece of vacant equipment
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o Individual TV/Cardio theater on each piece of equipment
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Clock wall mounted
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o Minimum 20 cm/12 inch in diameter
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Disposable Earbuds
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o Headsets are not acceptable
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Fruit bowl with whole fresh fruit that can be eaten without utensils
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Water station (e.g. bottled water station, water fountain)
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o It is not acceptable if water is only on cardio equipment
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Reading material (e.g. newspapers, magazines)
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o Current and neatly organized
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o Complimentary
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Chilled, infused face towels
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Towel display stocked throughout the day
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Sanitizing wipes
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o Must be presented in an appropriate wall-mounted or floor stand dispenser
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o It is not acceptable to present wipes in a visible branded plastic dispenser
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Trash cans
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Equipment is sanitized after guest's use
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Equipment, surfaces, walls, and floors are clean
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Equipment is in working order
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Equipment was not crowded or cluttered and displays good cord management
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Fitness equipment must be spaced to allow for effective mobility by multiple guests
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Cord management must be in effect to minimize visibility and trip hazard
