1.0 First Impressions & Reception Service
Was the reception & entrance area clean? (Clean floors, clean floor mats, clear path to reception desk, etc.)
Were the lights working in the reception area?
Was the reception desk clean with no more than 3 advertisements/items on the desk? (Towels may be at reception but not standing on actual desk area where members can lean)
Was a HP team member present at the reception as you were checking in?
Did the HP team member greet you within 15 seconds of your arrival in the club?
Did the HP team member make eye contact and greet you in a friendly manner? (A non-verbal aknowledgement is acceptable in the case of them being busy)
Was the HP team member dressed appropriatley & wearing his/her name badge clearly? (Please refer to the attached dress code document)
Were you offered a minimum of 2 towels upon your arrival?
Did the HP team member make eye contact, smile and hand the towels to you personally?
Could the HP team member help personally, or find someone else to help answer your enquiry on one or more of the clubs services/products? (For example group exercise, Xpress class etc. Information given must be correct in order to be scored ‘Yes’ )
2.0 Changing Areas, WC & Toilets
Were the locker rooms clean and well presented? If not, please explain why in your opinion.
Between arrival and departure of the changing rooms, was the area free/clear of any unused towels that did not seem to be attended to?
Do all lockers have 2 hangers (3 at club BPL) present? Please check a minimum of 10 at random, in different areas of the locker room. (if possible please check upwards of 20 lockers)
Were all the lockers clean with no towels or rubbish inside? (Referring to same lockers as above)
Were all lockers in good working order or labeled appropriately? (no more than 5 to be out of order at once to receive a "yes")
Please see if the signage used on the locker looks like this.
Were the following consumables available for you? (Women: Toilet paper, hand soap, paper towels, body lotion, facial tissues. Men: Toilet paper, hand soap, paper towels, facial tissues, hair gel.)
WC/toilets were clean and had a fresh smell.
Between arrival and departure of the WC/toilet area, were all surface areas next to the sinks clean and free of any standing water?
Were all lights working in the WC/ toilets?
Were all hairdryers working with none missing?
Were all mirrors clean and smear free?
3.0 Fitness Area
Was the fitness area (not equipment) clean and tidy during your visit? If not please explain why in your opinion.
Was the fitness equipment free from dust/sweat? (Please check a minimum of 5 pieces)
Was all equipment in good working order or labeled appropriatley? (No more than 2 to be out of order at once to receive a "yes")
Please see if the signage used on the equipment looks like this:
Between arrival and departure of the fitness area, was all small equipment (not in use) stored away appropriately?
Were there cleaning amenities available for use? (Disinfection spray (Min. 1 bottle per stand) & paper towels)
Were all lights working in the fitness area?
Was there music on in the fitness area(s) and could you hear it?
Was at least one member of the HP fitness team present, and wearing the correct HP branded T-shirt & name badge (Please refer to the attached dress code document)
Did a HP team member say hello or acknowledge you during your time in the fitness area?
Could a HP team member answer your question on one of our products, group exercise classes or club services?
Please list which date, time & style of Xpress class you attended. (Please attend 1/month)
Did the trainer announce his/her name? (Please note the trainer's name for reference purposes)
Did the Xpress class start on time?
Did he/she demonstrate exercises and give options to help all members (incl. yourself) have a successful workout?
Please explain why you have rated this class so low.
4.0 Group Exercise
Please list which date, time and class you attended. (Please attend 1/ month. Xpress classes do not count here)
Did the class start on time?
Did the instructor say their name and the class name? (Please note the instructor name for reference purposes)
Did the instructor welcome newcomers and explain any applicable health & safety precautions?
For Les Mills classes (1 hour format only), did the instructor explain "smart start" ? (If not LM please check N/A)
Did the instructor use a microphone during the class when teaching?
(N/A for: yoga, pilates, Ruecken fit, aqua, zumba, fit&funky and dance classes)
Did the instructor engage with the group both verbally and non-verbally? (Should make eye contact with members, teach facing members & motivate/encourage)
During the class, did the instructor continue to offer movement options for all levels?
Between arrival and departure of the studio, was the studio clean and tidy? (No rubbish or unused towels/mats laying around?)
Was all equipment, that you used, in good condition?
Were all lights working in the studio? (If turned off for yoga, pilates please mark N/A)
Were there cleaning amenities available for use? (Disinfection spray & paper towels)
Please explain why you have rated this class so low.
5.0 Shower & Wellness Areas
Were all the showers working and were you able to adjust the water temperature to your preference? If not please explain.
Was there shower gel available in all showers? (please press dispenser to ensure it is full)
Did the shower area smell fresh and clean?
Was the bathingsuit dryer/machine working? (Where applicable)
Was the Finish sauna at the correct temperature (91-98 degrees) and smell of essence present? (Essence not available at all clubs. Please see attached list to confirm)
Did you feel the dampfbad was at a comfortable temperature? Did it leave you with a good impression?
Were all the lights working in the shower and wellness areas?
Were the rules of the wellness/relaxing area posted and visable for all users to refer to?
Between arrival and departure of the relaxing/quiet room, was the area free of any rubbish & unused towels that did not seem to be attended to?
6.0 Swimming Pool & Whirlpool Area
Was the pool clean with crystal clear water? (Can you see the bottom of the pool easily?)
Was the pool area well lit? (referring to the room)
Was the Jacuzzi or Whirlpool properly working during your visit? (N/A for the clubs which do not have one)
Was the aqua aerobics equipment properly stored (when not in use)?
Was the pool area clean and tidy?
Were the pool chairs/ loungers clean with no unsued pool towels laying on them? if not, were they attended to?
During your visit(s) throughout the month, did you see any cleaning staff present?
During your visit(s) throughout the month, were HP team members actively engaging with members and guests?
During your visit(s) throughout the month can you name HP team members who you feel gave exceptional service.
Did you notice anything that wasn't asked on the audit you feel needs attention?
Please explain why you have rated this club so low.