Holmes Place Mystery Member Report 2018 Version 1.5

Title Page

1.0 First impressions and reception service.

Was the reception area clean and clutter free and a team member present.
Upon arrival to the club reception did a member of the team make eye contact and greet you. A non-verbal acknowledgement is acceptable in the case of them being busy.
Was the receptionist wearing the correct dress code with name badge on? Please refer the 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 say goodbye or acknowledge.
Did you receive 2 towels upon entry to the club? These should be handed to you personally.

Were the locker rooms clean to your expectations.
During your visit today where there towels not in use left in the changing rooms?
All lockers to have enough hangers present? (Please check 20 at random)
Did the locker rooms make a good impression on you and were most of the locker doors closed during your visit.
Were any lockers out of order? Which were not marked with the correct signage? If none were out of order please mark with a YES and add a note to say.
Toilets were clean and fresh smell evident.
Was there consumables available at all times during your visit.
All hairdryers were working with none missing
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.
Was the fitness area tidy with no trip hazards.
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.
Was all the equipment in good working order? If not was it marked in the correct way.
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 at all times during your visit.
Was there music audible over the machines at all times.
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? Please Mark as NO of a bell wasn’t rung before the class started. You must tell us which Xpress class and at what time you took part
Based on your experience of the Xpress class today was it one that you felt provided you with the knowledge and expertise expected of Holmes Place.

One Group Exercise Class minimum to be attended monthly. Which class did you attend? Day and time must be recorded. Xpress 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? 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 tidy and all equipment in good condition.
Was the studio clean during your visit. Floors and mirrors for example.
Were the mats in the group fitness studios in good condition.
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? Any showers out of order marked accordingly.
Was there shower gel available in all showers
Did the shower area smell fresh and clean?
Was the swim costume dryer working? or shown as out of order in the appropriate way. Where applicable.
Were the saunas at the right temperature? Should have a thermometer inside
Was the dampfbad on during your visit.
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?
Were the club rules evident and easily visible.

Was the pool with crystal clear water? Can you see the bottom of the pool easily.
Were the lights inside the pool on and all working?
Was the Jacuzzi or Whirlpool on during your visit. N/A if the club doesn't have one.
Was there lifesaving equipment visible?
Was the pool area clean and smelling fresh.
Is there evidence of the pool area and walkways reducing their risk of slips, trips and falls.
Are all of the wellness area facilities fully operational? For example ice machines, drench showers etc and if appropriate marked out of order in the correct manner.

During your visit did you see Holmes Place employees engaging with members in a friendly manner?
Did you notice anything that wasn't asked on the audit you feel needs attention? Please mark this as N/A and use for notes only
During your visit did you notice any unpleasant smells in any areas? Mark Yes if no smells were detected and add notes.
Was the WIFI on in 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?