Customer Experience Health Check - Finlake V2

• 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

• 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

Accommodation External

• Accommodation all numbered clearly

  Yes

  No

  N/A

• External lodge appearance clean

  Yes

  No

  N/A

• No cobwebs evident

  Yes

  No

  N/A

• Patio furniture present for occupancy

  Yes

  No

  N/A

• Car park bay free of weeds and moss

  Yes

  No

  N/A

• Signposted car park space

  Yes

  No

  N/A

• Decking well maintained including steps, gate, spindles

  Yes

  No

  N/A

• Hot tub has a cover and looks in good condition. Appropriate signage in place

  Yes

  No

  N/A

Accommodation living

• Standard inventory in place for size of lodge

  Yes

  No

  N/A

• Living space clean, clear of stains and holes in furnishings and wall coverings

  Yes

  No

  N/A

• Area clear of dust and cobwebs including under furniture and behind curtains - no spiders

  Yes

  No

  N/A

• Glasses, crockery and cutlery smear free and spotlessly clean

  Yes

  No

  N/A

• Windows clean inside and out, including seals

  Yes

  No

  N/A

• Television and DVD work and remote works and in good order

  Yes

  No

  N/A

• Temperature is warm and comfortable and provides a good first impression on entrance

  Yes

  No

  N/A

• Protective sheeting or blue shoe policy on entering show units

  Yes

  No

  N/A

• Information book in place and to brand standard

  Yes

  No

  N/A

Accommodation bedroom

• 2 pillows per occupant, beds made up with crease free linen

  Yes

  No

  N/A

• Clean and tidy in detail i.e. ceilings, skirtings, underneath bed, behind curtains - no spiders

  Yes

  No

  N/A

• All lights work and a bedside lamp and table in place

  Yes

  No

  N/A

• Wardrobes or drawer space clear, dust free and maintained. 6 hangers available to spec

  Yes

  No

  N/A

• Mirror and electric points that work

  Yes

  No

  N/A

• Doors and windows open easily and catch free and are clean. Wall coverings all in good repair

  Yes

  No

  N/A

• Bed and mattress are in good order and comfortable

  Yes

  No

  N/A

Accommodation bathroom

• Area clean and free of odours

  Yes

  No

  N/A

• No evidence of any damp, mould or mildew or orange body fat

  Yes

  No

  N/A

• Extract clean and clear of dust

  Yes

  No

  N/A

• Working window or extract

  Yes

  No

  N/A

• Good drainage on bath, showers and sink

  Yes

  No

  N/A

• Bathroom storage area, clean and clear, mirror and toothbrush holder clean and in good state of repair

  Yes

  No

  N/A

• Clean bin and toilet brushes

  Yes

  No

  N/A

F & B Bar

• Team wearing correct uniform with name badge clearly visible

  Yes

  No

  N/A

• Branded glasses in use and products dispensed to brand standard

  Yes

  No

  N/A

• Bar tariff, weights and measures on display

  Yes

  No

  N/A

• Area communications to plan

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Bar surface clean with appropriate drip mats in place. Black straw dispensers and white coaster holder present and stocked<br>

  Yes

  No

  N/A

• All lights / fridges on. All T-Bars lit and in good order

  Yes

  No

  N/A

• Hot drinks equipment clean and operational

  Yes

  No

  N/A

• Fridges fully replenished, stock merchandised according to plannogram and stock rotated

  Yes

  No

  N/A

• Optics, bottle coolers and back bar layout to plannogram

  Yes

  No

  N/A

• Crisps merchandised to plan

  Yes

  No

  N/A

• Spirits cupboard locked

  Yes

  No

  N/A

• Glass wash machine seal clean and full of detergents and rinse aid

  Yes

  No

  N/A

• Ice machine clean and seal in good condition with ice scoop in sanitised water in a separate container

  Yes

  No

  N/A

• Glass wash area clean and well organised

  Yes

  No

  N/A

• Lemons and limes prepared and displayed

  Yes

  No

  N/A

• Management and supervisor dallas keys not available

  Yes

  No

  N/A

• Staff using own dallas keys

  Yes

  No

  N/A

• All lights working

  Yes

  No

  N/A

• Licensing is up to date and on display where required ie gaming, alcohol and PRS

  Yes

  No

  N/A

• No open orders on Zonal

  Yes

  No

  N/A

• GP's from previous month above benchmark and if not corrective action taken and plan in place

  Yes

  No

  N/A

• Cellar clean and tidy with no product on the floor except for kegs. All kegs in date, and rotated in date order. All gas bottles stored securely (chained)

  Yes

  No

  N/A

F & B Restaurant

• Team wearing correct uniform, with clearly visible name badge

  Yes

  No

  N/A

• Product available matches menu on display. Food is presented and served to brand standard

  Yes

  No

  N/A

• Area is merchandised to plan

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Table layout as per plan

  Yes

  No

  N/A

• Menu's all in good condition and appropriate specials on offer

  Yes

  No

  N/A

• GP's from previous month above benchmark and if not corrective action taken and plan in place

  Yes

  No

  N/A

• Table set up to plan

  Yes

  No

  N/A

• Serving, counters and till area clean, neat and organised

  Yes

  No

  N/A

• Mugs and crockery are clean and available

  Yes

  No

  N/A

• Lights all working

  Yes

  No

  N/A

• Team are available to make recommendation based on owner preferences for food and wet

  Yes

  No

  N/A

• Cutlery cleared quickly once used

  Yes

  No

  N/A

• Activity and promotional plan in place

  Yes

  No

  N/A

F & B Events

• Area clear and clean even when not in use

  Yes

  No

  N/A

• Booking sheet and requirement form filled in and available

  Yes

  No

  N/A

• Coffee machine clean, fully stocked up and available even when not in use

  Yes

  No

  N/A

• Fridges and optics to planogram and all secure when not in use

  Yes

  No

  N/A

• Balcony areas to be maintained and presentable

  Yes

  No

  N/A

• All promotional material to brand standards and up to date

  Yes

  No

  N/A

• Store cupboards all well maintained and orderly

  Yes

  No

  N/A

F & B Kitchen

• Specification sheets displayed and in use

  Yes

  No

  N/A

• Food temps taken and recorded

  Yes

  No

  N/A

• All food in date, correctly stock rotated and correctly stored

  Yes

  No

  N/A

• Hand wash and towel dispenser loaded and evidence of staff washing hands

  Yes

  No

  N/A

• Microwave clean

  Yes

  No

  N/A

• All fridge / freezer seals are in good condition

  Yes

  No

  N/A

• Cooker hood free from grease and filters in place

  Yes

  No

  N/A

• Freezers tidy and organised with no product stored on the floor in freezers or dry stores

  Yes

  No

  N/A

• Temperature records, cooking temperatures, and holding temperatures up to date and completed

  Yes

  No

  N/A

• Team members wearing correct uniform, hat, badge and whites

  Yes

  No

  N/A

• Kitchen clean and tidy

  Yes

  No

  N/A

• Cutlery is clean and wrapped in advance of service

  Yes

  No

  N/A

• Bins clean & rubbish removed

  Yes

  No

  N/A

• Kitchen printer and till rolls checked prior to session, and in working order

  Yes

  No

  N/A

• Adequate supply of D10 available and in use

  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

Beauty

• Clean and evident smell of beauty products

  Yes

  No

  N/A

• Temperature comfortable for treatments

  Yes

  No

  N/A

• Team in uniform with name badge and displays to brand spec

  Yes

  No

  N/A

• All lights working and in order

  Yes

  No

  N/A

• POS information displayed in holders

  Yes

  No

  N/A

• Last months GP above budget

  Yes

  No

  N/A

• Rooms have working sinks, taps, beds, clean trolleys and no smell of drains

  Yes

  No

  N/A

Shop

• Externally clean with visible display of opening times

  Yes

  No

  N/A

• All promotional materials have been approved and are in line with brand guidelines

  Yes

  No

  N/A

• Stock in date

  Yes

  No

  N/A

• All fresh food labelled by date

  Yes

  No

  N/A

• Stock rotated and policy clearly in place

  Yes

  No

  N/A

• Emergency purchase items to be available, basic food products, personal hygiene products

  Yes

  No

  N/A

• Last months GP above budget

  Yes

  No

  N/A

Inside dry activities

• All areas restricted with records of participitants

  Yes

  No

  N/A

• Equipment all secured, recorded checks, and stored in a tidy and orderly manner

  Yes

  No

  N/A

• Reception always manned and customers greeted warmly

  Yes

  No

  N/A

• Queues actively managed

  Yes

  No

  N/A

• Timetables of activities and classes reviewed seasonally based on participation v cost

  Yes

  No

  N/A

• Floor areas clean, tidy and dry

  Yes

  No

  N/A

• Records of all instructor qualifications and training records to hand

  Yes

  No

  N/A

• First aid trained personnel always on site and records of qualifications kept. Ongoing training records available and held monthly

  Yes

  No

  N/A

• Last 7 days cleaning, opening and closing checklists for the area completed and available

  Yes

  No

  N/A

• Retail stock displayed professionally and last month results in excess of GP budget

  Yes

  No

  N/A

Indoor Pool

• Water quality is clear, pool area is clean and safety equipments readily available

  Yes

  No

  N/A

• Water quality records are available for the last 7 days and out of parameter results have appropriate remedial actions recorded

  Yes

  No

  N/A

• Lifeguard is available or alternative supervision records available as recommended in the site risk assessment. Lifeguard qualifications and training records also to hand

  Yes

  No

  N/A

• All chemicals are secured as according to the area NOP, and appropriate PPE is available for recommended use

  Yes

  No

  N/A

• Area communications are to plan

  Yes

  No

  N/A

• Storage of ancillary equipment is neat, tidy and where possible out of owner view

  Yes

  No

  N/A

• Scum lines, surfaces, windows, ledges are all clean

  Yes

  No

  N/A

• Pool and air temperature at recommended levels as per site

  Yes

  No

  N/A

• Any out of order or faulty equipment is signed appropriately, recorded and scheduled for repair. Lifeguard aware of rectification date

  Yes

  No

  N/A

• Last 7 days cleaning, opening and closing checklists for the area completed and available

  Yes

  No

  N/A

• Blue shoes available and no outdoor shoe policy in place for poolside

  Yes

  No

  N/A

• Lights all working

  Yes

  No

  N/A

Outdoor Pool

• Water quality is clear, pool area is clean and safety equipments readily available

  Yes

  No

  N/A

• Water quality records are available for the last 7 days and out of parameter results have appropriate remedial actions recorded

  Yes

  No

  N/A

• Lifeguard is available or alternative supervision records available as recommended in the site risk assessment. Lifeguard qualifications and training records also to hand

  Yes

  No

  N/A

• All chemicals are secured as according to the area NOP, and appropriate PPE is available for recommended use

  Yes

  No

  N/A

• Area communications are to plan

  Yes

  No

  N/A

• Storage of ancillary equipment is neat, tidy and where possible out of owner view

  Yes

  No

  N/A

• Scum lines, surfaces, windows, ledges are all clean

  Yes

  No

  N/A

• Pool and air temperature at recommended levels as per site

  Yes

  No

  N/A

• Any out of order or faulty equipment is signed appropriately, recorded and scheduled for repair. Lifeguard aware of rectification date

  Yes

  No

  N/A

• Last 7 days cleaning, opening and closing checklists for the area completed and available

  Yes

  No

  N/A

• Pool surround and immediate area well maintained

  Yes

  No

  N/A

• Lights all working

  Yes

  No

  N/A

Changing rooms and toilets

• 1/2 hourly checks in place and recorded

  Yes

  No

  N/A

• Dryers working, toilet roll holders and soap dispensers are replenished

  Yes

  No

  N/A

• Locks are in working order with toilet seat down and lid up

  Yes

  No

  N/A

• Hand rails and cord are in place and working in disabled toilets

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Floors, walls, cubicles, wash basin areas and mirrors are clean

  Yes

  No

  N/A

• Area is clear of rubbish

  Yes

  No

  N/A

• Ladies essential machines are fully stocked

  Yes

  No

  N/A

• Sanitary / customer bins are clean and being emptied regularly

  Yes

  No

  N/A

• Showers all working

  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 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

• Declarations signed in Managers Diary.

  No Issues

  One Issue

  Two Issues

  Three Issues

  Four Issues

• Registry App score improved on last audit by at least 10% up to 90 % acceptability.

  Yes

  No

  N/A

• Visitors and contractors signing log being used.

  Yes

  No

  N/A

• Weekly fire alarm log from diary being used.

  Yes

  No

  N/A

• Monthly emergency lighting test log completed.

  Yes

  No

  N/A

• Monthly fire extinguishers, blanket like g check completed.

  Yes

  No

  N/A

• Last quarterly check check completed and corrective action completed or scheduled in.

  Yes

  No

  N/A

• Last 6 month checks - Fire and 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 6 months checks completed and corrective action scheduled or completed.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Weekly checked compliance and operation completed and corrective action undertaken or scheduled in.

  Yes

  No

  N/A

• Weekly checks - Daily fire walks come,teed and week records signed off by GM.

  Yes

  No

  N/A

• Training score improved by 10% on last audit up to 90% acceptability.

  Yes

  No

  N/A

• Daily checks completed for the last month completed and recorded.

  Yes

  No

  N/A

• Monthly management meeting completed and notes/minutes available.

  Yes

  No

  N/A

• Park managers end of month documentation review completed.

  Yes

  No

  N/A

• Monthly audit and action plan completed and signed off by GM.

  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