Customer Experience Health Check - Aberafon - duplicate

• 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

• 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

• 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 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

• 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

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

• Clean and odour free. Externally in good condition and clean

  Yes

  No

  N/A

• Free from evidence of wildlife

  Yes

  No

  N/A

• All machines in full working order and correctly signed and logged if not

  Yes

  No

  N/A

• Branded signage

  Yes

  No

  N/A

• Working iron and good condition ironing board

  Yes

  No

  N/A

• Seating in good repair

  Yes

  No

  N/A

• Hot and cold taps working and sink with plug in good condition

  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

• Contractors providing a copy of method statements and filed.

  Yes

  No

  N/A

• Annual contractors list held with copies of insurances.

  Yes

  No

  N/A

• Monthly health and safety meeting with GM and HOD's in place and minutes posted.

  Yes

  No

  N/A

• All main water storage tanks visually inspected annually cleaned, chlorinated, records available.

  Yes

  No

  N/A

• Named person on site responsible for legionella and trained.

  Yes

  No

  N/A

• All gas operatives have been vetted through Chiltern, Gas safe alone is not enough.

  Yes

  No

  N/A

• Fixed electrical test certificates available for all installations on park

  Yes

  No

  N/A

• Shower head cleaning carried out by trained personnel and cleaning recorded

  Yes

  No

  N/A

• Chemical and COSHH training completed for all relevant team members

  Yes

  No

  N/A

• Fire safety procedures are being fully adhered to

  Yes

  No

  N/A

• First aid box stocked and first aider is on duty

  Yes

  No

  N/A

• Up to date health & safety notices on display

  Yes

  No

  N/A

• Prime checklists are all up to date and logged

  Yes

  No

  N/A

• All accidents have photos of the area of the incident uploaded and detailed description and witness statements attached

  Yes

  No

  N/A

• Food and hygiene qualifications to hand for all food handlers and specialist roles supported by documented qualifications i.e. strimming, manual handling, gas fitting, electrical, plumbing etc

  Yes

  No

  N/A

• Visitors book and contractors permit to work system in place and up to date

  Yes

  No

  N/A

Finance and control

• Park on track versus financial forecast to year end EBITDA

  Yes

  No

  N/A

• 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