Customer Experience Health Aberafon 2015

• Region

• Park

• Date

  Date

• Site health checker

• Central health checker

First Impressions (Entrance to reception)

• Entrance to grounds visually looks well maintained, welcoming and clearly defined as where to go

  Yes

  No

  N/A

• Road markings are clear, clean and pot hole free

  Yes

  No

  N/A

• Paving is clear of weeds and clean

  Yes

  No

  N/A

• Building exteriors clean and well maintained. Areas requiring repair have been reported

  Yes

  No

  N/A

• Signage is consistent and to brand standard, clean and operational with any faults reported

  Yes

  No

  N/A

• Entrance way is free from litter, is clean and lights are working. Windows and external doors are working and are clean

  Yes

  No

  N/A

• Any maintenance / grounds works are recorded and scheduled

  Yes

  No

  N/A

Reception

• Customers are being greeted and acknowledged by team

  Yes

  No

  N/A

• Area is merchandised to plan and clutter free

  Yes

  No

  N/A

• Area has appropriate lighting, temperature, smell and sound levels

  Yes

  No

  N/A

• Team in correct uniform with names badges

  Yes

  No

  N/A

• All visual areas off the reception are well maintained and clutter free

  Yes

  No

  N/A

• Access statement on display

  Yes

  No

  N/A

• Public liability insurance on display

  Yes

  No

  N/A

• Owner / prospect break out areas look comfortable and welcoming

  Yes

  No

  N/A

Sales

• NCC Code of practice available in the office

  Yes

  No

  N/A

• Weekly 1-2-1's are happening with all SE's. Last weeks 1-2-1's between GM and SE's are available and signed by both

  Yes

  No

  N/A

• NCC Provided leaflets regarding caravan sales advice on display

  Yes

  No

  N/A

• NCC yearly membership sticker on office window and up to date

  Yes

  No

  N/A

• Approved holiday park on display

  Yes

  No

  N/A

• Complaints policy available and on display

  Yes

  No

  N/A

• List of private sales readily available (does not need to be on display)

  Yes

  No

  N/A

• Future sales systemised and all deposits taken through the computer system

  Yes

  No

  N/A

• Pending sales system in place and SE can explain each pend and when it will be cleared by. These should be on the system.

  Yes

  No

  N/A

• Sales presenters in good condition, up to date and conform to company branding

  Yes

  No

  N/A

• Office is clean, tidy, free of clutter and presented as per plan

  Yes

  No

  N/A

• Sales vehicles are clean

  Yes

  No

  N/A

• Sales units are dressed appropriately, light bulbs working, van/lodge clean, made beds, appropriate access, for sale signs up. Written daily check.

  Yes

  No

  N/A

• Current month sales have correct costings according to VAT margin sheet

  Yes

  No

  N/A

• All posters are up to date, correct branding and date

  Yes

  No

  N/A

• Valid copy of the park rules on display

  Yes

  No

  N/A

• Show the warranty information for a manufacturer.

  Yes

  No

  N/A

• Sales team smart wearing name badge.

  Yes

  No

  N/A

Toilets

• Clean first impression and free from odours

  Yes

  No

  N/A

• Toilets and urinals clean and clear

  Yes

  No

  N/A

• Mirrors and sinks clean, hot and cold taps working

  Yes

  No

  N/A

• Hand dryer working

  Yes

  No

  N/A

• Floors clean and dry

  Yes

  No

  N/A

• Toilet paper full and toilet brush present, sanitary bins present and not overflowing

  Yes

  No

  N/A

• Promotional material all up to date

  Yes

  No

  N/A

Laundrette

• Outside laundrette, clean and tidy.

  Yes

  No

  N/A

• Inside Laundrette clean and tidy.

  Yes

  No

  N/A

• Literature all brand compliant.

  Yes

  No

  N/A

• Machines all working

  Yes

  No

  N/A

• Hot water to area.

  Yes

  No

  N/A

• General impression positive.

  Yes

  No

  N/A

Outdoor leisure area

• Activity areas clearly signed for customers on map and around park

  Yes

  No

  N/A

• All areas maintained and prime checks in place and secure as per park policy

  Yes

  No

  N/A

• All areas workings or logged as out of order with a rectification date

  Yes

  No

  N/A

• Instructions or rules for use available at each area

  Yes

  No

  N/A

• All areas free of litter and suitable for use

  Yes

  No

  N/A

• Empty bins available at each leisure venue

  Yes

  No

  N/A

• Marketing all to brand and in date

  Yes

  No

  N/A

Park exteriors, grounds and maintenance

• Empty pitches cleared and debris free

  Yes

  No

  N/A

• Park roads are clearly signed and clear of pit holes.

  Yes

  No

  N/A

• Park roads are clear and free from litter

  Yes

  No

  N/A

• Park plan in place to develop the aesthetic impact of the park

  Yes

  No

  N/A

• Parking bays are clear of moss and weeds.

  Yes

  No

  N/A

• All units on park have been skirted and have steps situated for access and have clean exteriors

  Yes

  No

  N/A

• Grassed and landscaped areas are well maintained

  Yes

  No

  N/A

• Bins are not overflowing and well maintained

  Yes

  No

  N/A

• Road markings are clear, clean and fresh

  Yes

  No

  N/A

• Illegal parking is monitored and addressed

  Yes

  No

  N/A

• Customer comms are to plan

  Yes

  No

  N/A

• Road curbs attended and maintained

  Yes

  No

  N/A

• Paving is clear of weeds and clean

  Yes

  No

  N/A

• Building exteriors clean and well maintained. Areas requiring repair have been reported

  Yes

  No

  N/A

• Signage is consistent and to brand standard, clean and operational with any faults reported

  Yes

  No

  N/A

• Any maintenance / grounds works are recorded and scheduled

  Yes

  No

  N/A

Health & Safety

• Registry App score improved on last audit by 5% up to 90% accepability

  Yes

  No

  N/A

• Visitors and contractors signing log from diary being used.

  Yes

  No

  N/A

• Weekly fire alarm test log completed.

  Yes

  No

  N/A

• Monthly emergency lighting test log completed.

  Yes

  No

  N/A

• Monthly fire extinguishers, blanket check log completed.

  Yes

  No

  N/A

• Last Quarterly checks completed and corrective action completed or scheduled in.

  Yes

  No

  N/A

• Last 6 month checks - Fire & Legionella completed, and corrective action completed or underway.

  Yes

  No

  N/A

• Quarterly fire evacuation drill completed and corrective action completed.

  Yes

  No

  N/A

• Last six month checks completed and corrective action scheduled in or addressed.

  Yes

  No

  N/A

• 6 month checks for access equipment completed and corrective action scheduled or completed.

  Yes

  No

  N/A

• Weekly checks compliance and operational completed and corrective action undertaken or scheduled in

  Yes

  No

  N/A

• Weekly checks: Daily fire walk completed and week records signed off by GM.

  Yes

  No

  N/A

• Daily checks for the last month completed and recorded.

  Yes

  No

  N/A

• Monthly Audit and Action Plan completed and signed off by GM.

  Yes

  No

  N/A

• Park Managers end of Month Documentation Review Completed

  Yes

  No

  N/A

• Monthly Management Meeting completed and notes/minutes available.

  Yes

  No

  N/A

• Audit score improved by 5% on last audit up to 90% compliance.

  Yes

  No

  N/A

• Training score improved since last audit by 5% at least up to 90% compliance.

  Yes

  No

  N/A

• Declarations have been signed in the Managers Diary.

  Compliant

  1 Issue

  2 Issues

  3 Issues

  4 Issues

Finance and control

• Park meter readings taken on last day of the month

  Yes

  No

  N/A

• Safe keys secure and kept in locked area

  Yes

  No

  N/A

• Review of approved PD's and date closure

  Yes

  No

  N/A

• Review vouchers claim sheet with receipts attached

  Yes

  No

  N/A

• Weekly safe reconciliations are in place and recorded

  Yes

  No

  N/A

• Till reconciliation differences of plus or minus £5 investigated

  Yes

  No

  N/A

• GP% known in every area and documented action plan in place if under budget

  Yes

  No

  N/A

• Petty cash system adhere to company policy

  Yes

  No

  N/A

General

• Inductions, performance reviews, development plans and 1-2-1's all on file

  Yes

  No

  N/A

• Wages report submitted by close of play Monday

  Yes

  No

  N/A

• Team member room is clean and tidy

  Yes

  No

  N/A

• Desks clear and clutter free

  Yes

  No

  N/A

• Maintenance areas are tidy and well maintained

  Yes

  No

  N/A

• Waste ground areas are clear and not used for tipping

  Yes

  No

  N/A

• NPS feedback on display

  Yes

  No

  N/A

• Staff and store areas are well maintained and orderly

  Yes

  No

  N/A

• Master rota at reception detailing everyone's availability

  Yes

  No

  N/A

• Emergency key available for every caravan

  Yes

  No

  N/A

• All teams have name badges and a clear "Haulfryn" uniform or dress code

  Yes

  No

  N/A

Sign off

• Site health checker

  Sign

• Central health checker

  Sign