BVLG - SPA - Fitness & Wellness 23.07.23

1. Was 24 hour access to the gym advertised as available?

2. Was the gymnasium décor fresh in appearance and of a high standard (i.e. purpose built with a modern high end finish)?

3. Was the gymnasium odor free and the room temperature at a comfortable level?

4. If gym is unattended, did an employee walk through the gym every 30 minutes between 07h00 and 21h00 to ensure it was kept tidy and sufficiently stocked?

5. Were the walls, ceilings and floors clean and well maintained?

6. Were the windows/mirrors clean and smear/smudge free?

7. Was sufficient lighting provided?

8. Was the gymnasium well laid out with a variety of state of the art exercise equipment (minimum of 5 cardiovascular, 5 resistance machines (can be incorporated into a universal machine) plus two full sets of hand-held free weights and was all equipment clean and in good working order?

9. Was ample space available for guests to exercise (i.e. clearly defined areas for cardio machines, free weights and stretching/mats)?

10. Were fitness classes and/or personal training advertised as being available and listed in a convenient place in the bedroom or fitness centre?

11. Were there individual television monitors present at each cardiovascular machine and were they clean and in good working order?

12. Were complimentary headphones provided and were they clean and in good working order with hygienic ear pieces?

13. Were disinfectant wipes or a disinfectant cleaning agent and towel available?

14. Were clean sweat towels and a touchless water dispenser with sufficient cups and/or bottled water available (plastic cups/bottles not acceptable)?

15. Were chilled towels provided?

16. Was a wall clock clearly visible and did it display the correct time?

17. Was a fruit bowl with fresh fruit or healthy amenities (e.g. cereal bars, etc.) available and was this free of plastic packaging?

18. Was Wi-Fi connectivity available in the fitness center and did it provide a seamless wireless experience (i.e. strong and continuous connection without requirement to log in more than once)?

19. Was the pool clean, at the appropriate temperature and well maintained (i.e. tiling, lighting, etc.)?

20. Were depth signs present?

21. Was the area around the pool clean and free of any debris?

22. Were ample loungers, side tables and umbrellas provided and were they clean and in good repair?

23. Were towels provided?

24. Was a separate shower provided at pool and/or beach?

25. For resort hotels, did an attendant offer to set up the lounger with towels and offer complimentary water?

26. For resort hotels were complimentary services provided at outdoor pool (e.g. cleaning sunglasses, sorbets, individually portioned eco-friendly non-bleaching sunscreen, etc.)?

27. Was a waiter service provided/available at the outdoor pool and/or beach?

28. Were the tennis courts clean, free of debris and flood lit?

29. Was the tennis court surface well maintained and lines clearly defined?

30. Were the tennis court nets in good repair?

31. Were drinking water and towels available?

32. Were safety instructions clearly displayed outside the heat experiences?

33. Were heat experiences clean, well maintained and appropriately heated?

34. Were a thermometer and a timer present in the sauna?

35. Were towel hooks and a towel depository conveniently located next to heat experiences?

36. Was the changing room décor fresh in appearance and of a high standard (i.e. modern high end finish)?

37. Were the walls, ceilings and floors clean and well maintained?

38. Was all lighting fully illuminated?

39. Were the showers, sinks and toilets clean and in good working order?

40. Was there a shampoo, conditioner and soap dispenser present in the shower cubicle?

41. Were the lockers attractive, clean and well maintained?

42. Were clean good quality towels, bathrobes and footwear available?

43. Was a well lit, easily accessible shaving/make up mirror provided?

44. Were weighing scales available?

45. Was a good quality hairdryer (i.e. minimum of 1875 wattage, Ionic, lamination or Tourmaline fusion) available, and if so was it in good working order?

46. Was a range of amenities (minimum of body lotion, deodorant, hair care items, razors, shaving cream) available?

47. Were bathroom products refillable/recyclable/large format or in eco-friendly containers?

48. Were all bathroom amenities free of plastic wrapping?

49. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

50. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

51. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

52. Did the employee use the guest's name naturally and discreetly without overusing it?

53. Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required?

54. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of <br>the guest?

55. Did the employee adapt to a changing situation and/or guest's need?

56. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

57. Did an employee personalize the interaction in any way and engage the guest as an individual?

58. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

59. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

60. Did employees maintain alert postures and respect the guest's presence when interacting with each other?

61. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

62. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?