21FC

Enter Attendant name(s)

Fitness Center Attendant assists with guest's needs

Fitness Center Attendant offers assistance in a timely manner

Attendant owns and resolves guest's requests and opportunities immediately

Warm welcome/greeting provided

"Attendant provides a warm welcome (Three Steps of Service)"

Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

Attendant uses appropriate verbiage and shows genuine concern

Attendant does not decline a request without offering alternatives

Well-groomed and professional, wearing a uniform

Attendant takes pride in and takes care of personal appearance

Guest name used during the experience, when known

"Attendant anticipates need(s) (Three Steps of Service)"

Further assistance offered to the guest

Warm and sincere closing offered and appreciation demonstrated

"Attendant provides a fond farewell (Three Steps of Service)"

Attendant enhances emotional engagement (positive)

Attendant enhances emotional engagement (negative)

The overall experience met guest expectations and was free of negative detractors

Fitness Center meets minimum hours of operation

Upbeat, energetic music meets standard

Fitness Center amenities and ambiance meet standards

Cardio equipment is maintained to standards

Chilled face towels are provided

Equipment was not crowded or cluttered and displays good cord management

Fitness Center/Exercise Room Cleanliness - Floor

Fitness Center/Exercise Room Condition - Floor

Fitness Center/Exercise Room Cleanliness- Walls/Doors/Ceiling/Vents/Lighting/Wind ows/Treatments

Fitness Center/Exercise Room Condition - Walls/Doors/Ceiling/Vents/Lighting/Wind ows/Treatments

Fitness Center/Exercise Room Cleanliness- Furniture/Equipment/Décor Items

Fitness Center/Exercise Room Condition - Furniture/Equipment/Décor Items