Holmes Place Mystery Member Report 2018 Version 1

Title Page

1.0 First impressions and reception service.

Was the reception area clean and clutter free and was the receptionist present?
Did the receptionist make eye contact and greet you with a smile. A hello or a non verbal acknowledgement is acceptable.
Was the receptionist wearing the correct dress code with name badge on? Please refer this Corporate dress code that has been provided.
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.
When leaving the club did the receptionist make eye contact and smile. A goodbye or a non verbal acknowledgment is acceptable.
Did you receive 2 towels upon entry to the club? These should be handed to you personally.
Was it visible on reception who was the Responsible person on duty and duty first aider?

Were the locker rooms clean and tidy during your visit today?
During your visit today where there towels not in use left in the changing rooms?
All lockers have 2 hangers present? (Please check 20 at random)
All locker doors closed when not is use and lockers have no towels or rubbish inside (must be no more than 5 locker doors open that are not in use by a member)
Were any lockers out of order? If there are lockers out of order then please mark with a no.
Toilets were clean and fresh smell evident with consumables readily available?
All hairdryers were working with none missing
Was the vanity area showing touches of decoration, care and attention that made you feel at home?
Please ensure that the cleaning checklists in the toilets are up to date and checked

Please check cleanliness of equipment for dust or sweat and check underneath machines (without being detected) where these acceptably clean?
Was the fitness area clean and tidy during your visit?
Was at least one member of the fitness team present, in the correct dress code with a name badge on? Must be in a red Tshirt. Please note the time of your visit.
Did any of the fitness team make eye contact, say hello or acknowledge you during your time in the fitness area? Red Tshirt or PT is acceptable
Was all the equipment in good working order
Could the member of the fitness team answer your question on one of our products or group exercise classes?
Was there music on in the club and could you hear it based on the ambient noise of the club? Should be loud enough to hear over the machines.
Was all equipment stored away so there was no trip hazards and the areas tidy at all times?
Did the Xpress class start as scheduled on the timetable?
Based on your experience of the Xpress class today would you recommend it to a friend?

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.
Did the instructor respond professionally and courteously when you said you were new to the class? Please ensure you inform the Instructor
Did the instructor ask the relevant health and safety questions prior to starting the class? And ask if anyone was new?
Did the instructor use a mic during the class when teaching?<br>Not applicable for express classes, Yoga and Pilates
Was the instructor a good role model and did they engage with the group?
Was the studio clean and tidy and all equipment used in good condition?
Were the mats in the group fitness studios in good condition, clean and fresh smelling
Based in your experience of the Group Exercise class today would you recommend it to a friend?

Were all the showers working and water temperature was correct?
Was there shower gel available in all showers
Did the shower area smell fresh and clean?
Did you feel the shower experience today was a premium one?
Was the swim costume dryer working? Where applicable.
Were the saunas and dampfbad at the right temperature? Should have a thermometer inside
Was there a smell of essence present in all Saunas and dampfbad in the club?
Was there evidence in the club that regular Aufguss take place?
Were all the lights working in the shower and wellness areas?
Was the correct ambiance evident for the area?
Were the rules of the area being adhered to by all users? Mystery Member must read the club rules

Was the pool at the correct temperature with crystal clear water?
Were the lights inside the pool on and all working?
Was the Jacuzzi or Whirlpool at the correct temperature? NA is the club doesn't have one<br>
Was there lifesaving equipment visible?
Was the pool area clean, smelling fresh and no excess water in the walkways?
Are all of the wellness area facilities fully operational? For example ice machines, drench showers etc

During your visit did you see Holmes Place employees engaging with members in a friendly manner?
Were team members actively engaging with members and guests?
Did you notice anything that wasn't asked on the audit you feel needs attention?<br>Please mark this as N/A and use for notes only
During your visit did you notice any unpleasant smells in any areas?<br>Mark Yes if no smells were detected and add notes.
Was the WIFI working in all parts of the club during your visit?
Based on your overall experience of the club today would you recommend Holmes Place to a friend?

Did the receptionist during your visit use your name at any point to greet you?
Did the group exercise instructor spend extra time either before or after the class with participants creating a community feel?
During your visits throughout the month can you name team members that delivered exceptional service?