Holmes Place Mystery Member Report 2018 Version 1.2 Austria

• Monthly Mystery Member Report 2018 Version 1 Austria

• Holmes Place Health Clubs Austria

• Conducted on

  Date
• Austria
  Address

• Personnel

1.0 First impressions and reception service.

• Was the reception area clean and clutter free and was the receptionist present?

  Yes

  No

  N/A

• Did the receptionist greet you with a warm smile and a hello?

  Yes

  No

  N/A

• Was the receptionist wearing the correct dress code with name badge on? Please refer this Corporate dress code that has been provided.

  Yes

  No

  N/A

• Could the receptionist answer your enquiry with the correct level of knowledge? Please ask a question based on one of our products, for example group exercise. Information given must be correct in order to be scored ‘Yes’

  Yes

  No

  N/A

• When leaving the club did the receptionist acknowledge you and say goodbye?

  Yes

  No

  N/A

• Please mark whether you received the following- 2 towels only upon arrival to the club.

  Yes

  No

  N/A

2.0 Changing areas and toilets.

• Were the locker rooms clean with no visible litter or towels present?

  Yes

  No

  N/A

• All lockers have 2 hangers present? (Please check 20 at random)

  Yes

  No

  N/A

• Were all the lockers clean with no towels or rubbish inside?

  Yes

  No

  N/A

• Where any lockers out of order? If there are lockers out of order then please mark with a no.

  Yes

  No

  N/A

• Toilets were clean and fresh smell evident with consumables readily available?

  Yes

  No

  N/A

• All hairdryers were working with none missing

  Yes

  No

  N/A

• All mirrors were clean and smear free

  Yes

  No

  N/A

3.0 Fitness area.

• Was the fitness area clean and tidy during your visit? Please check cleanliness of equipment for dust or sweat.

  Yes

  No

  N/A

• Was at least one member of the fitness team present, in the correct dress code with a name badge on? Must be in the Grey T-shirt. Please note the time of your visit.

  Yes

  No

  N/A

• Did all members of the fitness team say hello or acknowledge you during your time in the fitness area? Red Tshirt or PT is acceptable

  Yes

  No

  N/A

• Was all the equipment working with no equipment out of order?

  Yes

  No

  N/A

• Could the member of the fitness team answer your question on one of our products or group exercise classes?

  Yes

  No

  N/A

• Was there music on in the club and could you hear it?

  Yes

  No

  N/A

• Was all equipment stored away so there was no trip hazards

  Yes

  No

  N/A

• Was all equipment in good working condition?

  Yes

  No

  N/A

• Please attend an Express Class during 1 of your visits during the month and score the experience from 1-10. 1 being very bad and 10 being very good. Time of class and day to be recorded. Please add notes based on experience.

4.0 Group exercise experience.

• One Group Exercise Class minimum to be attended monthly. Which class did you attend? Day and time must be recorded. Express Class doesn't count here.

  Yes

  No

  N/A

• Did the instructor respond professionally and courteously when you said you were new to the class? Please ensure you inform the Instructor

  Yes

  No

  N/A

• Did the instructor ask the relevant health and safety questions prior to starting the class? And ask if anyone was new?

  Yes

  No

  N/A

• Did the instructor use a mic during the class when teaching?<br>Not applicable for express classes, Yoga and Pilates

  Yes

  No

  N/A

• Was the instructor a good role model and did they engage with the group?

  Yes

  No

  N/A

• Was the studio clean and tidy and all equipment used in good condition?

  Yes

  No

  N/A

• Based on your experience today of your group exercise class how would you rate this on a scale of 1-10? 1 being really bad and 10 being really good. Please add notes to explain.

5.0 Shower and wellness areas.

• Were all the showers working and water temperature was correct?

  Yes

  No

  N/A

• Was there Shampoo/Shower Gel available in all showers?

  Yes

  No

  N/A

• Did the shower area smell fresh and clean?

  Yes

  No

  N/A

• Was the swim costume dryer working? Where applicable.

  Yes

  No

  N/A

• Was the sauna at the correct temperature and smell of essence present?

  Yes

  No

  N/A

• Was the dampfbad at the correct temperature and the smell of essence present?

  Yes

  No

  N/A

• Were all the lights working in the shower and wellness area?

  Yes

  No

  N/A

• Were the rules of the area being adhered to by all users? Please ensure that you refer to the club rules

  Yes

  No

  N/A

6.0 Swimming pool, spa and wet areas.

• Was the pool at the correct temperature with crystal clear water?

  Yes

  No

  N/A

• Was the pool area well lit?

  Yes

  No

  N/A

• Was the Jacuzzi or Whirlpool at the correct temperature? NA is the club doesn't have one<br>

  Yes

  No

  N/A

• Was there lifesaving equipment visible?

  Yes

  No

  N/A

• Was the pool area clean, smelling fresh and no excess water in the walkways?

  Yes

  No

  N/A

7.0 General.

• During your visit did you see Holmes Place employees out in the club?

  Yes

  No

  N/A

• Where team members actively engaging with members and guests?

  Yes

  No

  N/A

• During your visits throughout the month can you name team members who you feel gave exceptional service.<br>For notes only. Always score N/A

  Yes

  No

  N/A

• Did you notice anything that wasn't asked on the audit you feel needs attention?<br>For notes only. Always score N/A

  Yes

  No

  N/A

• Based on your experience today on a scale of 1 to 10 how likely are you to refer this Holmes Place club to a friend.