BSSP1

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Approach to the Club - Member Experience

• Car park barriers should be clean and working. Approach road and car parking surfaces should be well maintained with good directional signage and clearly defined parking bays. Well manicured grassed areas, flower beds and hedges, that are free from litter and weeds, provide a quality appearance and a great first impression?

  Yes

  No

  N/A

Approach to the Club - Operational Standards

• Are the club access routes gritted or salted in icy conditions?

  Yes

  No

  N/A

• Are the car park barriers always down when not in use?

  Yes

  No

  N/A

• Are the car park barriers spotlessly clean and is the paint work regularly refreshed?

  Yes

  No

  N/A

• Is the car park free from potholes?

  Yes

  No

  N/A

• Is the directional signage and parking bays clearly marked?

  Yes

  No

  N/A

• Are all kerbs and payments kept clear of litter and debris?

  Yes

  No

  N/A

• Are external plant pots appropriately sized for the entrance of the club?

  Yes

  No

  N/A

• Are hanging baskets well presented and seasonally refreshed?

  Yes

  No

  N/A

• Are there externally placed waste bins provided? Relevant to the size of the car park? Are they clean and never overflowing? Bin liners should not be visible.

  Yes

  No

  N/A

• Is external signage cleaned regularly and branded?

  Yes

  No

  N/A

• Is there prominent signage DLL and clutter free?

  Yes

  No

  N/A

• Are banners prospect facing? Immaculately presented and secured through each eyelet?

  Yes

  No

  N/A

• Do lights remain on until the last team member has left the club from twilight until closing?

  Yes

  No

  N/A

• Is the local sponsorship vehicle located in an appropriately-designated place away from the immediate entrance to the club?

  Yes

  No

  N/A

Reception - Member Experience

• The reception area spotlessly clean, clutter free and displays a fresh flower display. The turnstiles are always working and members are able to get into the club quickly and easily. Members are always dealt with efficiently, whether in position or on the phone, by a knowledgeable reception team?

  Yes

  No

  N/A

Reception - Operational Standards - Environment

• Are all main entrance doors to the club in good working order?

  Yes

  No

  N/A

• Is the glass on the entrance doors free from unnecessary stickers, smears and fingerprints?

  Yes

  No

  N/A

• Is the reception area including desk and flooring well maintained and spotlessly clean?

  Yes

  No

  N/A

• Are the dust mats plain and unbranded and in place where required to reduce slip hazards?

  Yes

  No

  N/A

• Are the dust mats regularly cleaned throughout the day?

  Yes

  No

  N/A

• Is the internal temperature appropriate to the external weather providing an inviting environment?

  Yes

  No

  N/A

• Is the reception desk free from literature with a fresh flower display?

  Yes

  No

  N/A

• Is there an adult/children swimming sign on display?

  Yes

  No

  N/A

• Is there a member comment card box present?

  Yes

  No

  N/A

• Are all fire door/ side entrances secured only allowing access to the club via the main entrance?

  Yes

  No

  N/A

• Are all air-vents and grills clean and free of dust?

  Yes

  No

  N/A

• Do waiting areas only contain DLL branded literature?

  Yes

  No

  N/A

• Is there only statutory signage such as CCTV visible?

  Yes

  No

  N/A

• Are the turnstiles and card readers clean and in perfect working order, with the disabled gate fully functional and kept shut when not being used?

  Yes

  No

  N/A

• Is the area pull/pop up banner free?

  Yes

  No

  N/A

• Are towels displayed professionally, rolled up or neatly folded and easily available for members that qualify to use them?

  Yes

  No

  N/A

• Are all deliveries distributed to the relevant department when they arrive or stored out of view of members?

  Yes

  No

  N/A

• Are merchandising units well stocked and appropriately located, with all advertising professionally presented?

  Yes

  No

  N/A

• Is the management board up to date and displays the name of the Senior Manager on duty?

  Yes

  No

  N/A

• Are the glass panels/doors free from obstruction and literature?

  Yes

  No

  N/A

• Is there a David Lloyd logo present at the main reception, spotlessly clean and appropriately lit without any decoration?

  Yes

  No

  N/A

• Are all member facing office doors closed?

  Yes

  No

  N/A

• Are the team aware that there should be no personal mobile phones behind reception, none should be visible?

  Yes

  No

  N/A

Reception - Member Experience - Team

• A warm friendly welcome should be provided by a knowledgable team that greets members personally and efficiently, whether in person or on the phone. A query can be handled quickly and any activity can be booked easily. Team members offer help, advice and suggest alternative activities when appropriate.

  Yes

  No

  N/A

Reception - Operational Standards - Team

• Are all members personally greeted with "good morning/afternoon/evening" and by their first name (if known and appropriate) or by their title and surname if known, is the engagement appropriate never using familiar terminology such as "mate or darling"?

  Yes

  No

  N/A

• Are all members acknowledged, even when there is a queue or when the team are attending to a phone call, ensuring members know we will be with them shortly?

  Yes

  No

  N/A

• Uniform Standards : Name badges positioned on the left side of the top layer of clothing and are clearly visible(team member badge acceptable). Jewellery: rings and earrings should be discreet, no other piercing/tunnels should be seen. Appearance should be clean, presentable and well groom at all times, for men this means clean shaven or trimmed beard. Clothing should always be cleaned and ironed. Hair should always look clean and tidy, long hair should always be tied back. Tattoos must be covered up by uniform, make up and nail polish should maintain a smart image, no fake nails or nail polish in F&B roles. Accessories for all uniformed roles should be: Male and female - closed black shoes only (max height for heels should be three inches), tights should be either plain black or natural, free from prints/designs of any nature, socks are always black with the exception of coaches. Tops should be current uniform stock. Male: smart or smart casual black full length trousers or black casual jeans, shirts are tucked in, no ties, trouser belts if worn should be black. Female: Smart or smart casual black full-length trousers or smart black casual jeans, smart or smart casual knee - length skirts may be worn.

  Yes

  No

  N/A

• Are all calls answered within 5 rings with a warm welcome as follows : good morning/afternoon/evening, welcome to David Lloyd(club name), (name) speaking how may I help you?

  Yes

  No

  N/A

• Are all telephones setup with call menu to direct calls quickly and efficiently to the appropriate departments?

  Yes

  No

  N/A

• Is priority given to members at the reception desk over an incoming phone call? Although we should deal with both by first addressing the member, gaining permission to answer the phone, asking the person on the phone to hold for a moment and then dealing with the member efficiently, while asking a team member to assist?

  Yes

  No

  N/A

• Are tannoy announcements only used for essential member and emergency announcements?

  Yes

  No

  N/A

• Do the sales team provide an appointment list daily for each prospective member booked in to visit? To enable a DLL welcome

  Yes

  No

  N/A

• Are all prospects expected and those who are not greeted by the sales team shown through to the club room and asked to wait in an appropriate area?

  Yes

  No

  N/A

• Are all reception team members always standing? Except for in extenuating circumstances.

  Yes

  No

  N/A

• Are team members aware that there should be no food or drinks behind reception? Is there any food or drink visible?

  Yes

  No

  N/A

• Are only receptionists and management allowed behind reception? Any team member behind the desk should behave as a part of the reception team, offering assistance if required and greeting or acknowledging the departure of all members and guests.

  Yes

  No

  N/A

• Are members who arrive with out cards being checked in via Club Centric and their details are being verified? If the photo does not resemble the member all details must be verified and if details can not be verified photo id must be checked. Members should be reminded in a polite and positive way to bring their card on every visit.

  Yes

  No

  N/A

• Do we warmly welcome all guests and ensure they register with us? Obtaining their email address for both marketing and safety/security purposes. The appropriate guest fee must be taken and prices must be clearly displayed at reception.

  Yes

  No

  N/A

• Is there appropriate background music playing at reception? The volume should only be background music levels.

  Yes

  No

  N/A

• Can bookings be made through reception for: courts and coaches/coaching sessions/ group ex/ swimming courses/ personal training/ children's activities/ social events?

  Yes

  No

  N/A

• Are there Aqua nappies for babies and young children available at reception?

  Yes

  No

  N/A

• Is the car park barrier code changed daily and is clearly visible for members as they leave the club? This must be on members side of turnstiles.

  Yes

  No

  N/A

• Is there adult and children's racquet equipment, including balls ( tennis red, orange and green levels, squash) and shuttlecocks stored out of sight for members to borrow from reception or sports shop?

  Yes

  No

  N/A

• Is there supplies of padlocks available to hire for free? A record should be kept for admin/return purposes

  Yes

  No

  N/A

• Are towels available for hire(correct amount charged)? It is not necessary to hold members cards or keys for deposits.

  Yes

  No

  N/A

• Is there always a stock of Personal Training vouchers at reception to purchase?

  Yes

  No

  N/A

Communications - Operational Standards

• All correspondence with members must be of a standard and quality in keeping with our brand and member expectations. Letters/Emails should be free from spelling and grammatical errors. All in club communications follow, and are updated in line with, the monthly marketing brief.

  Yes

  No

  N/A

Communications - Operational Standards - Comment Card Boxes

• Are comment card boxes located at reception? Although we should always try and obtain feedback from members before they post comments and resolve issues there and then.

  Yes

  No

  N/A

Communications - Operational Standards - Notice Boards

• Are notice boards those selected from the current internal brand signage catalogue? Standards on individual notice board presentations can be found on the intranet.

  Yes

  No

  N/A

• Are notice boards up to date and clearly detail the activity/events to include: information that includes dates and times, as well as details of the activity or event and informs members on how they can get involved?

  Yes

  No

  N/A

• Are all empty belly posters designed from the templates provided by marketing?

  Yes

  No

  N/A

• Are font size/ formats/ colours only those contained within guidelines with a consistency to appearance including layout, font size and formatting? Font should be Tahoma, size is consistent, colour should be black with a choice of having DLL green for headings.

  Yes

  No

  N/A

• Are all posters/notices in date? There should be no posters/notices that highlight past dates

  Yes

  No

  N/A

• Are all communications spelled correctly with correct grammar?

  Yes

  No

  N/A

• Are all communications clear of clip art and smart art wording graphics?

  Yes

  No

  N/A

• Is all team member's information accurate and up to date with photographs where applicable?

  Yes

  No

  N/A

Communications - Operational Standards - Notice Boards - Locations

• Is the "Management Team" board located behind reception?

  Yes

  No

  N/A

• Is the "Team Member of the Month" board located next to the "Your Opinion Counts" board?

  Yes

  No

  N/A

• Is the "Your Opinion Counts" board located at the main corridor off reception? It should have one week per page with a minimum of 4 comments per page with the most recent comments on the left hand side. The "We Value your Comments" page is positioned n the far right and side of the board and should display emails of HOD team?

  Yes

  No

  N/A

• Is the "What's Happening in Your Club" board located at the entrance/exit surrounding the clubroom?

  Yes

  No

  N/A

• Is the "Maximise Your Membership" board located between the locker rooms?

  Yes

  No

  N/A

• Is the "Children's Activity" board located between the locker rooms?

  Yes

  No

  N/A

• Is the "All Stars" board located opposite the show court on the main thoroughfare corridor?

  Yes

  No

  N/A

• Is the "Racquet Leagues" board located opposite the show court n the main thoroughfare corridor?

  Yes

  No

  N/A

• Is the " Your Racquets Team" board located opposite the show court on the min thoroughfare corridor?

  Yes

  No

  N/A

• Is the "Whats on in the Studio" board located away from studio areas and in the gym?

  Yes

  No

  N/A

• Is the "Personal Trainer" board located in a prominent position in the gym?

  Yes

  No

  N/A

• Are all other boards branded and located in a relevant location?

  Yes

  No

  N/A

Communication - Operational Standards - Notices

• Is the font Tahoma, size consistent and relevant to the size of the notice and in date?

  Yes

  No

  N/A

• Posters/signs should not be attached to doors, walls or windows unless an emergency message is being communicated temporarily?

  Yes

  No

  N/A

• Are all posters with in clip frames of the branded notice boards that should be uniformed, using Tahoma font and the same size font as other posters?

  Yes

  No

  N/A

• Are all posters that have text box space for a day and time filled in neatly?

  Yes

  No

  N/A

• Are all clip frames used in good repair and with consistent font, size and formatting posters with in them?

  Yes

  No

  N/A

• Are clip frames kept to an absolute minimum and removed where possible?

  Yes

  No

  N/A

DLicious - Member Experience

• Members always take priority and should be served quickly by a friend, efficient, polite and knowledgable team. The whole area is inviting and comfortable and provides a place where members are able to relax, work and socialise, in an environment that is clean, well presented, with an exceptional service delivered. By emphasising how important it is that children behave well at all times, we create the right experience for all members.

  Yes

  No

  N/A

DLisious - Operational Standards - Enviorment

• Are tables and chairs always clean and neatly arranged, with tables cleared with in five minutes of them becoming vacant?

  Yes

  No

  N/A

• Is all cutlery, crockery and glasses spotlessly clean and free of cracks/chips?

  Yes

  No

  N/A

• Are smaller utensils provided for children?

  Yes

  No

  N/A

• Are menus only available on more formal style dining tables and at tills? All spotlessly clean and in good condition.

  Yes

  No

  N/A

• Are "Specials" only advertised via an A -frame black board and small black boards at till point? Stencils are to be used in creating messaging.

  Yes

  No

  N/A

• Is cutlery and condiments bought to the table either prior to, or with, the food?

  Yes

  No

  N/A

• Does the club room give an home-from-home feel? There should be no advertising in the club room area with only the exception of a forthcoming event on a large easel.

  Yes

  No

  N/A

• Do the TV's only play news or sports news? TV volume is only allowed before 9AM silent thereafter, with background music playing at the appropriate level in the lounge(except during major sporting events).

  Yes

  No

  N/A

• Is the back ground music is in keeping with the time of day and is at an appropriate level. e.g. in the background?

  Yes

  No

  N/A

• Is there an adequate number of national newspapers and magazines available?

  Yes

  No

  N/A

• Is the adult only area obvious to members?

  Yes

  No

  N/A

• Is there adequate preparation for busy times with children? e.g. colouring sheets and crayons

  Yes

  No

  N/A

• Are cleaning materials stored out of sight?

  Yes

  No

  N/A

• There should be no queue barriers as we manage queues through our team

  Yes

  No

  N/A

• Are there appropriate retail stalls setup in a suitable position with products displayed professionally and in keeping with the standards expected throughout the club room? (if applicable)

  Yes

  No

  N/A

• Are the price lists current and up to date?

  Yes

  No

  N/A

• Is there weights and measures signs and summary license notices displayed?

  Yes

  No

  N/A

DLicious - Operational Standards - Team

• Does the team operate to their ways of working at all times?

  Yes

  No

  N/A

• Uniform Standards : Name badges positioned on the left side of the top layer of clothing and are clearly visible(team member badge acceptable). Jewellery: rings and earrings should be discreet, no other piercing/tunnels should be seen. Appearance should be clean, presentable and well groom at all times, for men this means clean shaven or trimmed beard. Clothing should always be cleaned and ironed. Hair should always look clean and tidy, long hair should always be tied back. Tattoos must be covered up by uniform, make up and nail polish should maintain a smart image, no fake nails or nail polish in F&B roles. Accessories for all uniformed roles should be: Male and female - closed black shoes only (max height for heels should be three inches and of suitable height for the job role), apron as supplied clean and neatly tied, tights should be either plain black or natural, free from prints/designs of any nature, socks are always black with the exception of coaches. Tops should be current uniform stock. Male: smart or smart casual black full length trousers or black casual jeans, shirts are tucked in, no ties, trouser belts if worn should be black. Female: Smart or smart casual black full-length trousers or smart black casual jeans, smart or smart casual knee - length skirts may be worn. Back of house - Chefs' wear (black or white) as supplied, shoes should be flat(no flip flops/ trainers/open-toe shoes), apron as supplied, clean and neatly tied, hat as supplied, must be worn.

  Yes

  No

  N/A

• Do the team ensure that members are served quickly and that the quality of food and drinks are to specification on every occasion?

  Yes

  No

  N/A

• Is children's unruly/disruptive behaviour dealt with politely and appropriately (as per the TACT training module) by our team?

  Yes

  No

  N/A

• Do we have an action plan in place to operate outside dining when the weather is good? Including how to operate the outside pool bar and BBQ.

  Yes

  No

  N/A

• Do we help members with where to queue and we take control, acknowledging every member that joins the queue letting them know we will be with them shortly?

  Yes

  No

  N/A

• Our members demand quality, delivered consistently and quickly. If ever there is a delivery delay of more than 10 minutes, do we advise members prior to them ordering and offer a suitable alternative?

  Yes

  No

  N/A

• Are children's meals delivered quickly and first (with children's cutlery if required)? Our target is less than 10 minutes during busy periods.

  Yes

  No

  N/A

• Do all team members regardless of their department, clear tables on their way through the lounge, engaging with members and offering service (food and drinks from the menu)?

  Yes

  No

  N/A

• Are only F&B trained team members behind the counter serving members?

  Yes

  No

  N/A

• Does the team repeat the order back to the member to confirm the choice and take payment or set up a tab?

  Yes

  No

  N/A

• Does the team offer a receipt and give a table token number when food is ordered?

  Yes

  No

  N/A

• Does the team clear tables with in five minutes of members finishing their meal and ask members if they would like anything else?

  Yes

  No

  N/A

• Does the team member when delivering the food name the dish and serve it to the appropriate member?

  Yes

  No

  N/A

• Does the team within two minutes of members receiving their food check back and see if anything else is required and remove the table token number?

  Yes

  No

  N/A

DLicious - Operational Standard - Team Eating & Drinking

• Do all team members consume their DLicious purchases in the staff room? (if applicable)

  Yes

  No

  N/A

• If there is no staff room do team members consume their DLicious purchases off site or in an office? (if applicable)

  Yes

  No

  N/A

• Do team members using the club ensure that they are not in uniform, place orders in DLicious outside of peak times and behave appropriately?

  Yes

  No

  N/A

• Is the staff room well cared for, spotlessly clean and inviting with up to date communication and information clearly presented?

  Yes

  No

  N/A

• Do PT's and Tennis coaches engage with members with in the club room as per expectation?

  Yes

  No

  N/A

• Team members should not congregate in the club room!

  Yes

  No

  N/A

DLicious - Operational Standards - Product

• Do the team when asked set up tables for our members as per the setting-up table process?

  Yes

  No

  N/A

• Are fridges and display units stocked appropriately throughout the day, with labels facing forward and shelves filled from the front, according to the planogram?

  Yes

  No

  N/A

• Is there a deli offering available and set to the planogram?

  Yes

  No

  N/A

• Are the front and back bars stocked appropriately and well presented to planogram guidelines?

  Yes

  No

  N/A

• Does the team strictly adhere to our food and drink product offering and execute it without any variation?

  Yes

  No

  N/A

• Are all products that are not to specification get returned to the kitchen before they get to members?

  Yes

  No

  N/A

• When a drinks order is placed, are the drinks prepared for the member to take away to their table and are the members offered a clean tray to take their drinks on?

  Yes

  No

  N/A

• If a member orders a number of drinks are they asked to take a seat and are the drinks delivered to the table along with milk and sugar as appropriate?

  Yes

  No

  N/A

• Do we effectively manage queues and big drink orders by taking the order and asking the member to take a seat and delivering their order?

  Yes

  No

  N/A

• Are all cold drinks dispensed into suitably sized clean and unmarked glassware(poly carb for outside) and is ice offered where appropriate?

  Yes

  No

  N/A

• Is free water readily available for members with ice and lemon and dispensed into cone cups?

  Yes

  No

  N/A

Locker Rooms - Member Experience

• Spotlessly clean and tidy with soaps and toiletries available. Everything is in good working order and the area is "shiny" and "fresh smelling".

  Yes

  No

  N/A

Locker Rooms - Operational Standards

• Is each locker fully functioning, numbered, contains a hanger and a rail, and is dust and litter free?

  Yes

  No

  N/A

• Are lockers that are not "annual hires" emptied weekly to ensure fair use?

  Yes

  No

  N/A

• Are the floors well maintained, clean, free from litter, excess water and other products?

  Yes

  No

  N/A

• Is wet floor signage stored out of sight and only used when essential?

  Yes

  No

  N/A

• Are all air vents free from dust and build up?

  Yes

  No

  N/A

• Are all mirrors smear free and regularly cleaned throughout the day?

  Yes

  No

  N/A

• Are hairdryers and cables checked daily and are free from hair and dust build up?

  Yes

  No

  N/A

• Are baby changing units available in all locker rooms?

  Yes

  No

  N/A

• Is all lighting working throughout?

  Yes

  No

  N/A

• Is all seating stable, clean and well maintained?

  Yes

  No

  N/A

• No posters(advertising/information) should be on mirrors, doors or windows?

  Yes

  No

  N/A

• No advertising visible within toilets including cubicles or the locker rooms?

  Yes

  No

  N/A

• Is the spin dryer fully functional and clean?

  Yes

  No

  N/A

• Are weighing scales available, spotlessly clean and in good working order?

  Yes

  No

  N/A

• Are towel bins regularly emptied, never overflowing, clean and well maintained?

  Yes

  No

  N/A

• Are bins regularly emptied, clean and well maintained with no visible bin liners?

  Yes

  No

  N/A

• Are pool access door handles above 1.5M to prevent children accessing?

  Yes

  No

  N/A

• Do TV's only show either BBC News, sports news or sports - subtitles should be showing on all TV's with the volume on one if channels are different? There should be no conflict between TV and music.

  Yes

  No

  N/A

Showers - Member Experience

• Showers are spotlessly clean, with good water pressure and temperatures that are easily controlled. Shower gel, a shelf and a towel hook are provided.

  Yes

  No

  N/A

Showers - Operational Standards

• Are showers cleaned regularly throughout the opening hours and always smell fresh?

  Yes

  No

  N/A

• Are shower cubicles and glass free from mould and residue and exposed pipework is free from scale?

  Yes

  No

  N/A

• Are tops of shower walls/partitions free from dust and tiles free from body fat?

  Yes

  No

  N/A

• Are all shower heads free from lime scale and fully functioning?

  Yes

  No

  N/A

• Are there hot and cold indicators visible on all mixers?

  Yes

  No

  N/A

• Are shower gel dispensers over half full?

  Yes

  No

  N/A

• Are grills and gutters free from hair and litter?

  Yes

  No

  N/A

• Are empty toiletry bottles removed?

  Yes

  No

  N/A

Disabled Toilets/ Showers - Operational Standards (in addition to the above)

• Are handrails secured and checked weekly, clean and well maintained and rust free?

  Yes

  No

  N/A

• Is the seating secure, clean and well maintained?

  Yes

  No

  N/A

• Are alarms checked daily?

  Yes

  No

  N/A

Toilets - Member Experience

• Everything is always spotlessly clean, smelling fresh and in working order. There is always a good provision of soap, toilet paper and sanitary bins.

  Yes

  No

  N/A

Toilets - Operational Standards

• Are all club toilets and surrounds spotlessly clean and smelling fresh?

  Yes

  No

  N/A

• Is there toilet paper available in all dispensers?

  Yes

  No

  N/A

• Are there black encased toilet brushes in each cubicle and refreshed as required?

  Yes

  No

  N/A

• Are sanitary bins clean, odour free and cleaned regularly?

  Yes

  No

  N/A

• Are cubicle walls and doors well maintained, lockable and clean?

  Yes

  No

  N/A

• Are floors dry with ceiling tiles and air vents spotlessly clean with all lighting in good working order?

  Yes

  No

  N/A

• Are urinal surrounds free from scale and markings?

  Yes

  No

  N/A

• Are all flush systems fully operational?

  Yes

  No

  N/A

• Are sinks and vanity units spotlessly clean, with no mould or limescale on tap fittings and plug holes?

  Yes

  No

  N/A

• Are taps strain free with hot and cold markings clearly shown?

  Yes

  No

  N/A

• Are soap dispensers over half full?

  Yes

  No

  N/A

• Are mirrors free from smears or finger markings?

  Yes

  No

  N/A

• Are hand dryers spotlessly clean, with the surrounding floors and walls wiped through out the day?

  Yes

  No

  N/A

• Is there a sharps box available?

  Yes

  No

  N/A

• Are the wet floor signs removed immediately after cleaning and always stored out of sight?

  Yes

  No

  N/A

Indoors Pool - Member Experience

• An inviting, clean and safe environment, providing lane swimming and recreational areas with support and expertise available.

  Yes

  No

  N/A

Indoor Pools - Operational Standards - Environment

• Is all poolside and facility signage required as per the pool operating plan, in place and is spotlessly clean and well maintained?

  Yes

  No

  N/A

• Is the lifeguard On or Off duty sign prominently positioned for visibility upon entry to poolside?

  Yes

  No

  N/A

• Is there rescue equipment in place and in good repair?

  Yes

  No

  N/A

• Are there plenty of towel hooks available?

  Yes

  No

  N/A

• Are all cleaning materials stored correctly?

  Yes

  No

  N/A

• Are floats and swim aids readily available and stored neatly?

  Yes

  No

  N/A

• Are clocks (time and pace clocks) visible and of appropriate size with the correct time?

  Yes

  No

  N/A

• Are lanes available at all times, with the slow lane being the nearest to the steps?

  Yes

  No

  N/A

• Is the lifeguard chair in place, clean and used?

  Yes

  No

  N/A

• Are the loungers clean and in good working order?

  Yes

  No

  N/A

• Are the Spa covers stored out of sight?

  Yes

  No

  N/A

• Are Pool temperature and atmospheric temperatures on display and with in the following range: Indoor pool: 28-29, children's pool: 31-34, spa 35-38, sauna 80-100?

  Yes

  No

  N/A

• Is the steam room between 45-48 degrees, with eucalyptus essence used to provide a fresh smell?

  Yes

  No

  N/A

• Are plant rooms secured at all times?

  Yes

  No

  N/A

Lifeguard/Swim Coach Uniform

• Uniform Standards : Name badges positioned on the left side of the top layer of clothing and are clearly visible(team member badge acceptable). Jewellery: rings and earrings should be discreet, no other piercing/tunnels should be seen. Appearance should be clean, presentable and well groom at all times, for men this means clean shaven or trimmed beard. Clothing should always be cleaned and ironed. Hair should always look clean and tidy, long hair should always be tied back. Tattoos must be covered up by uniform, make up and nail polish should maintain a smart image, no fake nails or nail polish in F&B roles. Tops - yellow polo shirt as supplied from current uniform stock and should be tucked in(where partner branding is supplied, only this should be worn). Hoodies, shorts & caps(for outdoor pools) as supplied from current uniform stock. Footwear - appropriate for poolside wear (flip-flops are allowed on poolside).

  Yes

  No

  N/A

Outdoor Pool and Patio Area - Member Experience

• An inviting, clean and well-maintained area. The whole environment is suited for comfort, with crystal clear water and well prepare and presented surroundings. It is a perfect place to unwind. There always ample sun loungers and umbrellas provided.

  Yes

  No

  N/A

Outdoor Pool and Patio Area - Operational Standards - Environment

• Are normal Operating Plans and Emergency Operating Plans being adhered to at all times?

  Yes

  No

  N/A

• Is the pool temperature displayed and with in the following range: 28-29 and 2-3 lower in winter months?

  Yes

  No

  N/A

• Is the pool free from debris, algae, leaves and is the water sparklingly clean?

  Yes

  No

  N/A

• Is the rescue equipment clearly visible and available as per the emergency action plan?

  Yes

  No

  N/A

• Is there at least 1 lane divider in place which is clean and secure?

  Yes

  No

  N/A

• Are the sun loungers well presented with a minimum of six plain umbrellas available for us with appropriate, well maintained bases, ordered from the standard supplier and store securely in a dry area during winter months?

  Yes

  No

  N/A

• Is all poolside and facility signage required as per the pool operating plan in place and spotlessly clean and well maintained?

  Yes

  No

  N/A

• Is all rescue equipment in place and in good repair?

  Yes

  No

  N/A

• Is external non slip matting used only where necessary. It is secure, well maintained and cleaned daily?

  Yes

  No

  N/A

• Are poolside surrounds litter, weed and debris free?

  Yes

  No

  N/A

• Is there a weather proof clock clearly visible and in working order?

  Yes

  No

  N/A

• Are the surrounding fences to the outdoor pool area secure and children's access is restricted?

  Yes

  No

  N/A

• Are there plenty of hooks for members to hang their towel on?

  Yes

  No

  N/A

Outdoor Pools and Patio Area - Operational Standards - Team

• Are the team adhering to the Pool Operating Plans and Emergency Operating Plans at all times?

  Yes

  No

  N/A

• Is the lifeguard On/Off duty sign prominently positioned for visibility upon entry to poolside?

  Yes

  No

  N/A

• Is there a lifeguard chair in position and used during supervised hours?

  Yes

  No

  N/A

• Is the outdoor pool plant room and chemical store locked at all times?

  Yes

  No

  N/A

Outdoor Areas and Patios - Member Experience

• An inviting, clean and organised area for relaxing alone or with friends, with plenty of shade and seating available.

  Yes

  No

  N/A

Outdoor Areas and Patios - Operational Standards - Environment

• Are chairs and tables neatly positioned and chairs tucked under tables when not in use?

  Yes

  No

  N/A

• Is all shrubbery neatly trimmed, pruned and free from litter and debris? Grassed areas are cut regularly. There are sufficient flower pots and hanging baskets that are well presented and in keep with providing a quality feel.

  Yes

  No

  N/A

• Are regular maintenance checks completed for wobbly furniture?

  Yes

  No

  N/A

• Are umbrellas lowered every night and when windy?

  Yes

  No

  N/A

• Are bins available clean and never over flowing, with no bin liners visible?

  Yes

  No

  N/A

• Are pathways unobstructed and weed and litter free?

  Yes

  No

  N/A

• Is the poolside bar and BBQ area clean and supervised at all times when in use? When not in operation, the area is still immaculately presented with equipment secure and stored appropriately?

  Yes

  No

  N/A

• Are sun loungers and patio furniture either set up and well presented or stored neatly out of sight during the winter months?

  Yes

  No

  N/A

Gym - Member Experience

• A welcoming and spotlessly clean environment, where everything works, where experts are offering proactive advice and encouragement to help members achieve their goals.

  Yes

  No

  N/A

Gym - Operational Standards - Environment

• Is the background music being played from the brand supplied system in the gym?

  Yes

  No

  N/A

• Are the TV's silent, with subtitles displayed, playing a mix of channels (BBC 1, Sports, News 24, a music channel and DLL TV that is not subtitled for sporting events, as this blocks the view)?

  Yes

  No

  N/A

• Do the TV channels display a range of DLL TV, sports and one terrestrial channel and any major sporting events, 25% of TV's must show DLL TV?

  Yes

  No

  N/A

• Is the free weights area well organised and safe with equipment always returned to the correct racks? Free weights should not be left on the floor, all team members should check this area as it is a priority.

  Yes

  No

  N/A

• Are the latest edition of programme cards and consultation forms being used?

  Yes

  No

  N/A

• Are future programme review dates scheduled and recorded on members' Club Centric account?

  Yes

  No

  N/A

• Are member card racks kept organised and are filled away alphabetically by surname?

  Yes

  No

  N/A

• Is all equipment available and stored neatly when not in use?

  Yes

  No

  N/A

• Are gym offices well organised and clutter free and secure?

  Yes

  No

  N/A

• Are daily maintenance checks completed and any equipment of order has signs updated with expected repair dates(signs should read : Sorry I'm not in use But I'm expected to be repaired by xx/xx/xx)? Contractors are held to service level agreements and are followed up as necessary.

  Yes

  No

  N/A

• Are clocks visible, appropriate in number for the size of the gym and all set to the same time?

  Yes

  No

  N/A

• Are all cleaning materials stored out of sight?

  Yes

  No

  N/A

• Are all paper towel dispensers replenished immediately when empty?

  Yes

  No

  N/A

• Is there anti-bacterial spray available and located near paper towel dispensers?

  Yes

  No

  N/A

• Are ceiling tiles and air vents free from dirt and dust?

  Yes

  No

  N/A

• Are weights stored on the rack in weight order? Weight is clearly labelled.

  Yes

  No

  N/A

• Is there information available for members about events and group activities?

  Yes

  No

  N/A

Gym - Operational Standards - Team

• Uniform Standards : Name badges positioned on the left side of the top layer of clothing and are clearly visible(team member badge acceptable). Jewellery: rings and earrings should be discreet, no other piercing/tunnels should be seen. Appearance should be clean, presentable and well groom at all times, for men this means clean shaven or trimmed beard. Clothing should always be cleaned and ironed. Hair should always look clean and tidy, long hair should always be tied back. Tattoos must be covered up by uniform, make up and nail polish should maintain a smart image, no fake nails or nail polish in F&B roles. Tops - as supplied from current uniform and should be tucked in(where partner branding is supplied, only this should be worn), tracksuit bottoms and shorts as supplied from current uniform, trainers in keep with uniform clean and in good condition, slim fit vests only to be worn under top supplied but long - sleeved should be worn to cover arm tattoos.

  Yes

  No

  N/A

• Are all coaches accredited with REPs? Any coaches that join on Level 2 have a clear pathway and timeframe to achieving level 3.

  Yes

  No

  N/A

• Are all clients met by their Personal Trainers at the start of every session in a designated meeting place?

  Yes

  No

  N/A

• Are personal training packages delivered to the highest of standards, as per the product template?

  Yes

  No

  N/A

• Do the Personal Trainers ensure that the gym environment is always well presented, clean and that equipment is replaced after use?

  Yes

  No

  N/A

• Do Personal Trainers give continuous feedback to members on their progress and encourage members to give feedback on other areas of the club?

  Yes

  No

  N/A

• Is personal training (unless self employed model) only purchased at the main club reception and payment is made through the till? Our employed personal trainers should not accept payment themselves.

  Yes

  No

  N/A

• Do personal trainers advise and encourage members to use additional services and products?

  Yes

  No

  N/A

• Do team members walk the gym floor and proactively offer advice, encouragement and helpful hints?

  Yes

  No

  N/A

• Are members encouraged to use the gym towels or paper towels(that should always be available) and to wipe down equipment after use?

  Yes

  No

  N/A

• Do the team ensure that all equipment is clean and tidy, where this is not so, we rectify quickly and communicate appropriately?

  Yes

  No

  N/A

• Does every H&F coach run pro-active, ad-hoc taster session of ViPR, Power Plate, Abs or stretching per shift?

  Yes

  No

  N/A

Gym - Operational Standards - Product

• Does the gym team have a full knowledge of all of our products, services and classes which they encourage participation that is relevant to each individual member, in interaction?

  Yes

  No

  N/A

• Do we offer re-programming and re-assessment appointments to all members?

  Yes

  No

  N/A

• Is all additional equipment such as skipping ropes, boxing gloves etc. clean, well maintained and is available and replaced as necessary and stored securely?

  Yes

  No

  N/A

• Does every member who takes up Personal Training with us have a full consultation using the branded PT Consultation form to understand their needs? PAR-Q or an alternative must be completed and a PT Contract completed. A copy of the contract is always given to the member and a copy is kept in club.

  Yes

  No

  N/A

• Do we ensure that all Personal Training clients complete their sessions (3/10pack) within 14 weeks and do we ensure all PT by DD clients commit to, and stick to, the minimum 3 months?

  Yes

  No

  N/A

• Do we follow the product usage guidelines for all equipment and never put our members safety at risk?

  Yes

  No

  N/A

• Do we run a broad range of regular and accessible gym challenges for our members to participate in and to be encouraged to try something new?

  Yes

  No

  N/A

Maximise Your Membership

• Are the Maximise Your Membership activities always delivered in accordance to the product template?

  Yes

  No

  N/A

• Does the team always contact the member before the session to confirm their attendance?

  Yes

  No

  N/A

• If a member does not show for their induction, do we contact them to arrange an alternative session?

  Yes

  No

  N/A

• At the end of the first session, does the coach set a programme review date and this is always noted on the programme card and recorded on Club Centric?

  Yes

  No

  N/A

• Does the coach plan out a member's journey for the first 6 weeks for their membership using the programme card calendar?

  Yes

  No

  N/A

• Does the coach recommend other services and products that are suitable to help the member achieve their goal?

  Yes

  No

  N/A

• Are all members given a card inviting them to a follow up session appropriate to them from the racquets programme with in 14 days? Such as Fast Track Tennis for beginners?

  Yes

  No

  N/A

Racquets - Member Experience

• Members are able to book a court and find a playing partner easily. Coaches encourage members of all ages to participate and help them get involved in club events. They also offer professional one-on-one and group training.

  Yes

  No

  N/A

Racquets - Operational Standards - Environment

• Is there a scoring system in place for tennis matches?

  Yes

  No

  N/A

• Are at least 50% of courts free for general member bookings (no coach involvement) except for club nights between 4.30pm - 5.30pm when courts are utilised for the Tennis Allstars Programme?

  Yes

  No

  N/A

• Is there a net winder on every net post?

  Yes

  No

  N/A

• Is there a net stick available on every court?

  Yes

  No

  N/A

• Are courts, nets, backdrops and dividing nets are clean and in good condition and all courts are clearly numbered?

  Yes

  No

  N/A

• Are centre clips for nets in place and nets are secured to the posts?

  Yes

  No

  N/A

• Are net posts upright?

  Yes

  No

  N/A

• Are all courts litter and debris free?

  Yes

  No

  N/A

• Does every court have at least one bench seat and a bin(which is emptied when half full - bin liners should not be visible)?

  Yes

  No

  N/A

• Are squash courts spotlessly clean and well maintained?

  Yes

  No

  N/A

• Are badminton courts clearly marked and set up prior for any organised activities with well maintained nets?

  Yes

  No

  N/A

• Is all badminton equipment securely stored when not in use?

  Yes

  No

  N/A

• Are all court lights in good working order?

  Yes

  No

  N/A

• Are members able to see a clock from each court?

  Yes

  No

  N/A

• Is the court cancellation policy well advertised and always implemented?

  Yes

  No

  N/A

Outdoor Courts - Operational Standards - In addition to the above

• Are windbreaks used all year round and are they in good repair, fastened securely to the fencing?

  Yes

  No

  N/A

• Shrubbery has not protruded through the fence or windbreaks?

  Yes

  No

  N/A

• Are courts free from debris?

  Yes

  No

  N/A

Racquets - Operational Standards - Coaches

• Uniform Standards : Name badges positioned on the left side of the top layer of clothing and are clearly visible(team member badge acceptable). Jewellery: rings and earrings should be discreet, no other piercing/tunnels should be seen. Appearance should be clean, presentable and well groom at all times, for men this means clean shaven or trimmed beard. Clothing should always be cleaned and ironed. Hair should always look clean and tidy, long hair should always be tied back. Tattoos must be covered up by uniform, make up and nail polish should maintain a smart image, no fake nails or nail polish in F&B roles. Tops should be as supplied from current uniform stock (where partner branding is supplied only this should be worn). Bottoms should be shorts for males and skirts for female coaches or tracksuit as supplied from current uniform stock. Trainers should be in keeping with uniform - no flip flops.

  Yes

  No

  N/A

• Is there service level agreements in place for all our tennis professionals?

  Yes

  No

  N/A

• Do all Tennis professionals have the appropriate LTA qualifications, registrations and insurance cover to teach individual lessons and / or group lessons? Assistants have the appropriate qualifications to help with groups.

  Yes

  No

  N/A

• Do coaches arrive promptly for lessons with the relevant equipment ready?

  Yes

  No

  N/A

• Do all coaches know that the maximum permitted lessons ratios are: Junior 1:8, Adult development 1:12, Adult social and competitive 1:24, Tots tennis 1:4, Fast Track 1:12 and Tennis Welcome 1:8

  Yes

  No

  N/A

Racquets - Operational Standards - Product

• Is there a full weekly programme of junior and adult tennis across all standards?

  Yes

  No

  N/A

• Are all core and mandatory products offered as per the current racquets templates?

  Yes

  No

  N/A

• Do we even when attendance is low, continue with events? If it is published, it happens; we do not disappoint our members.

  Yes

  No

  N/A

• Do we run club championships once a year and inscribe the winner's name(s) on the champions board?

  Yes

  No

  N/A

• Is there box leagues to encourage member vs. member activity?

  Yes

  No

  N/A

• Is there a special events programme encompassing social and competitive activities?

  Yes

  No

  N/A

• Do juniors have the opportunity to play in regular organised competitions?

  Yes

  No

  N/A

• Do Tennis Allstars National Championships happen in club for all levels, with winners invited to compete at regional and then national finals?

  Yes

  No

  N/A

• Is there adult and children's racquet equipment, including balls ( tennis red, orange and green levels, squash) and shuttlecocks stored out of sight for members to borrow from reception or sports shop?

  Yes

  No

  N/A

Group Exercise - Member Experience

• Friendly and expert instructors provide great experiences and inspirational classes that can be booked easily. The team recommends alternative classes and products and make time for discussion.

  Yes

  No

  N/A

Group Exercise - Operational Standards - Environment

• Is there an activities timetable notice board to show members the times of classes and how they correspond with other activities?

  Yes

  No

  N/A

• Are all lights, stereo and air conditioning switched off in studios when they are not in use?

  Yes

  No

  N/A

• Is there enough equipment to accommodate to every class participant?

  Yes

  No

  N/A

• Are details of any changes in schedules communicated well in advance?

  Yes

  No

  N/A

• Are all studios clearly numbered/ named with branded signage?

  Yes

  No

  N/A

• Are all floors clean, well maintained and free from dust?

  Yes

  No

  N/A

• Is the 'what's on in the studio' notice board per current signage standards and displays the most up-to-date information, located away from the studio and gym areas?

  Yes

  No

  N/A

• There should be no signage attached to doors?

  Yes

  No

  N/A

• Are studios tidy with all equipment, including weights and mats, stored neatly out of sight(where possible)?

  Yes

  No

  N/A

• Is all lighting operational and PIRs sensors on, where in place?

  Yes

  No

  N/A

• Is stereo equipment fully functioning and checked regularly?

  Yes

  No

  N/A

• Are temperatures at 19 degrees for high impact and 22 degrees for holistic sessions and prepared well in advanced whenever possible?

  Yes

  No

  N/A

• Are all ceiling tiles and air vents free from dust and well maintained?

  Yes

  No

  N/A

Group Exercise - Operational Standards - Instructors

• Do we audition all instructors to ensure they are the best, ensuring they hold at least REPs level 2 and hold liability insurance covering at least 1 million pounds?

  Yes

  No

  N/A

• Do group exercise coordinators carry out four 'class critiques' each month to ensure the product templates are followed and standards of instruction are met?

  Yes

  No

  N/A

• Do instructors arrive at least 5 minutes before the start of the class to prepare, greet members as they arrive and ensure the class starts on time?

  Yes

  No

  N/A

• Do instructors introduce themselves at the start of the session and explain the class type and intensity level asking members if anyone is new to the class or has an injury?

  Yes

  No

  N/A

• If the published instructor is unavailable are they replaced by a like-for-like instructor?

  Yes

  No

  N/A

• If there is a significant change to a pre-booked class/session, are those members that have booked directly contacted?

  Yes

  No

  N/A

Group Exercise - Operational Standards - Product

• Are all group exercise classes booked through the main reception desk or online?

  Yes

  No

  N/A

• Is the group exercise timetable updated regularly and is correct at all times, reflecting the current timetable?

  Yes

  No

  N/A

• Do we highlight our more popular classes to members and encourage them to book?

  Yes

  No

  N/A

DL Kids - Member Experience

• There are always plenty of friendly staff who are great with children and parents alike. The team always builds trust and confidence, and ensures everyone has a great time.

  Yes

  No

  N/A

DL Kids - Operational Standards - Environment

• Are timetables maintained on Club Centric with accurate information about age groups and costs?

  Yes

  No

  N/A

• Is there a special events programme that can be found on the DL Kids notice board?

  Yes

  No

  N/A

• Does the parents information board show all the relevant information found in the Keeping Kids Safe Guide?

  Yes

  No

  N/A

• Does the room layout and initial set up feel both welcoming and representative of our brand?

  Yes

  No

  N/A

• Is the equipment being used child friendly, in good condition and relevant to the session being delivered/age of the children attending the creche?

  Yes

  No

  N/A

DL Kids - Operational Standards - Team

• Uniform Standards : Name badges positioned on the left side of the top layer of clothing and are clearly visible(team member badge acceptable). Jewellery: rings and earrings should be discreet, no other piercing/tunnels should be seen. Appearance should be clean, presentable and well groom at all times, for men this means clean shaven or trimmed beard. Clothing should always be cleaned and ironed. Hair should always look clean and tidy, long hair should always be tied back. Tattoos must be covered up by uniform, make up and nail polish should maintain a smart image, no fake nails or nail polish in F&B roles. Tops - as supplied from current uniform stock and should be tucked in. Hooded top as supplied from current uniform stock. Black tracksuit bottoms/shorts that are suitable for the role. Trainers in keeping with uniform.

  Yes

  No

  N/A

• Are DL Kids session plans delivered at every session and the week matches the product programme/curriculum?

  Yes

  No

  N/A

• Are children encouraged by DL Kids coaches to bring water bottles and power sips are taken throughout the session as noted on the activity lesson plan?

  Yes

  No

  N/A

• Are all sessions delivered with in the DL Kids 'magic square'/playing area (this is created using cones as per lesson plan)?

  Yes

  No

  N/A

• Do DL Kids coaches interact well with parents at sign in/sign out and give information on today's session and the next weeks' activity theme?

  Yes

  No

  N/A

• Is the session lesson plan available for parents to see at the beginning/end of the session?

  Yes

  No

  N/A

• Are sessions adapted when required using the 'session extras' to ensure every child is engaged and having a great time? Refer to the DL Kids lesson plans

  Yes

  No

  N/A

• Do DL Kids coaches introduce themselves to new children / parents and both are welcomed to the session?

  Yes

  No

  N/A

• Are there always a minimum of two DL Kids coaches leading the sessions and the correct ratios are followed (2:16)?

  Yes

  No

  N/A

DL Kids - Operational Standards - Product

• Do children attending the DL Kids classes or parties wear DL Kids bibs at all times when within our care?

  Yes

  No

  N/A

• Is there a Family Welcome every week: Families Activities/DL Kids Co-ordinator, Swimming Co-ordinator and Junior Tennis pro are all in attendance?

  Yes

  No

  N/A

• Do the team always adhere to our product offering and execute it without variation, delivering expertise and excellent service? The team should promote all the benefits to our members and ensure they are aware of any policies relating to bookings, cancellations, etc.

  Yes

  No

  N/A

• Is there a fully weekly programme of DL Kids activities always on offer, it should include a good mix of Club Play and Club Active classes?

  Yes

  No

  N/A

• Is there a good number of child/adult class links, giving parents time to drop/pick up children (five minutes either side of the child's class)?

  Yes

  No

  N/A

• Do all children take home their creations from a create class, as per the lesson plan?

  Yes

  No

  N/A

Specific DL Kids Area - Operational Standards

• Is the area secure, clean and tidy, and in good state of repair?

  Yes

  No

  N/A

• Are rooms clean and appropriately dressed for the session(s) taking place?

  Yes

  No

  N/A

• Floors have no visible stains, dirt of dust?

  Yes

  No

  N/A

• Are the walls and surfaces suitable for the intended purpose, clear and free from visible ingrained staining, dirt or posters/ wall art?

  Yes

  No

  N/A

• When equipment is not in use is it stored securely?

  Yes

  No

  N/A

• Is the play frame in good condition, clean and free from debris and checked daily?

  Yes

  No

  N/A

• Is all equipment, including mats, sports equipment, toys, furniture and books in good condition and safe to use?

  Yes

  No

  N/A

• Is all children' artwork displayed on boards provided?

  Yes

  No

  N/A

• Is the reception desk and staff areas clean and tidy?

  Yes

  No

  N/A

• Is there background music on and are TVs set to the correct channels (one children's the rest should be appropriate for adults)?

  Yes

  No

  N/A

DL Kids - Operational Standards - Creche

• Is there a structured activity on offer for older children using the Club Creche lesson plans? Refer to Club Creche activity plans.

  Yes

  No

  N/A

• Are correct ratios being maintained at all times (1:4)?

  Yes

  No

  N/A

• Is the Keeping Kids Safe Guide being followed?

  Yes

  No

  N/A

• Does the creche team interact well with parents at sign in/sign out and give information on today' sessions and next week's activities?

  Yes

  No

  N/A

• Does the creche team introduce themselves to new children/parents and both are welcomed to the session?

  Yes

  No

  N/A

• Does the creche team make all children feel welcome with a friendly greeting and settle child in well?

  Yes

  No

  N/A

• Is the relevant information displayed for parents on posters on the parents' information board?

  Yes

  No

  N/A

Sports Halls - Operational Standards

• Are sports halls secured as appropriate?

  Yes

  No

  N/A

• Are floors clean and free from damage?

  Yes

  No

  N/A

• Are floor markings (such as badminton and football) clear and well maintained?

  Yes

  No

  N/A

• Is the sports hall usage policy clearly signposted outside the entrance?

  Yes

  No

  N/A

• Is the lighting fully operational with PIR fitted as appropriate?

  Yes

  No

  N/A

• Is equipment that is not required for the session stored outside of the sports hall? e.g. badminton posts

  Yes

  No

  N/A

• Additional Comments/Action Points:

• Signature:

  Sign