Title Page
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Holmes Place Health Clubs Germany
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Conducted on
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Germany
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Personnel
1.0 First impressions and reception service.
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Was the reception area clean and clutter free and a team member present. No items for re-sale to be on the counter.
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Upon arrival to the club reception did a member of the team make eye contact and greet you in a friendly manner. A non-verbal acknowledgement is acceptable in the case of them being busy that had a genuine welcoming feeling.
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Was the receptionist wearing the correct dress code with name tag visible. Please refer to the corporate dress code that has been provided.
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During your visits in the month did a receptionist ever use your name?
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Could the receptionist answer your enquiry on one or more of the clubs services or products in a friendly way that was helpful?
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When leaving the club did the receptionist make eye contact, say goodbye or acknowledge you in a friendly manner so that you were motivated to return.
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Did you receive 2 towels upon entry to the club? These should be handed to you personally and with a friendly manner.
2.0 Changing areas and toilets.
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Were the locker rooms clean to your expectations and well presented
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During your visit today were there towels not in use left in the changing rooms?
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All lockers to have enough hangers present? (Please check a minimum of 20 at random) expectation is 2 per locker.
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Did the locker rooms make a good impression on you and were most of the locker doors closed during your visit. No more than 5 that are not in use can be left open at any time.
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Toilets were clean with a fresh smell evident in the area that met the premium expectation?
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Was there consumables available at all times during your visit. For example toilet rolls, soap etc.
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All hairdryers were working and suitable for purpose and there are no spaces available where hairdryers should be located.
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Please ensure that the cleaning checklists in the toilets are up to date and checked and the standards match the signatures.
3.0 Fitness area.
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Please check cleanliness of equipment for dust or sweat and check underneath machines (without being detected) were these acceptably clean
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Was the fitness area clean and tidy with all equipment not in use not causing a trip hazard.
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Did members of the fitness team approach you in a friendly manner and were they helpful?
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Was all the equipment in good working order? If not was it marked in the correct way. Please mark as NO if machines were out of order
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Could a member of the fitness team answer your question on one or more of the club services or products in a friendly way that was helpful to your enquiry? (Please ask before or after the Xpress class to ensure this can be fulfilled)
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Was there music on in the club at all times during your visit and could you always hear it no matter where you were and did it motivate you during your workout.
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Was all equipment stored away so there was no trip hazards and the areas tidy at all times?
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Did the Xpress class start as scheduled on the timetable? Please mark as NO if the bell wasn’t rung before the class started.<br>You must tell us which Xpress class you took part in and at what time you took part
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Based on your experience of the Xpress class today did you leave feeling motivated and looking forward to return soon?
4.0 Group exercise experience.
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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.
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Did the instructor ask the relevant health and safety questions prior to starting the class? And ask if anyone was new?
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Did the instructor use a mic during the class when teaching creating a motivational experience.<br>Not applicable for Xpress classes, Yoga, Pilates, Rückenfit etc?
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Was the instructor a good role model and did they engage with the group in a friendly and helpful manner before or after the class. Did you find the instructor motivational?
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Was the studio tidy and all equipment in good condition. Did you feel the environment was right for the class
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Was the studio clean during your visit and ready for the class. Floors and mirrors for example
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Were the mats in the group fitness studios in good condition and not damaged or smelling. Please ensure you check this on the visit.
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Based on your experience of the Group Exercise class today did you find this motivational and were you looking forward to returning again soon to this class
5.0 Shower and wellness areas.
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Were all the showers working and both the water temperature correct and the length of the shower running time consistent in the showers you checked? Any showers out of order must be marked accordingly.
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Was there shower gel available in all showers during your visit?
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Did the shower area smell fresh, clean and one that you would associate with a premium health club
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Was the swim costume dryer working? or shown as out of order in the appropriate way. N/A is the club doesn’t have one.
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Were the saunas at the right temperature? Should have a thermometer inside, if there is no thermometer or sand timer mark as NO
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Was the dampfbad on during your visit and did it have a smell of fresh essence?
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Was there a fresh smell in the saunas at all times?
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Were all the lights working in the shower, swimming pool and wellness areas?
6.0 Swimming pool, spa and wet areas.
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Was the pool with crystal clear water? Can you see the bottom of the pool easily.
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Were the lights inside the swimming pool on and all working?
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Was the Jacuzzi or Whirlpool on during your visit. N/A if the club doesn't have one.<br>
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Was there lifesaving equipment visible at all times
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Was the pool area clean and smelling fresh at all times
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Is there evidence of the pool area and walkways reducing their risk of slips, trips and falls. For example safety flooring or yellow hazard signs.
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Are all of the wellness area facilities fully operational? For example ice machines, drench showers, Head phones, loungers etc and if appropriate marked out of order in the correct manner.
7.0 General.
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During your visit did you see Holmes Place employees engaging with members in a friendly manner other than the fitness team and reception team?
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During your visit did all team members you see have the correct levels of dress code on with name tags?
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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
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Could you see signage in the club identifying the Responsible Person on Duty and First Aider?<br>Please tell us who they were and what time you visited the club.
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Was the WIFI available in the club during your visit? Please note you may need to ask for the password in some clubs.
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Based on your overall experience of the club today would you recommend Holmes Place to a friend for being friendly and helpful with a motivating environment
8.0 FHM section
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Did you find the receptionist team friendly during your visit?
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Whenever you passed one of the team did they greet you in a friendly manner?
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During your visit did any of the team ask when you plan on visiting the club again. (Please take into consideration the time of your visit)
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Based on your experience today how motivated did the club team make you feel to return and work out soon?
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Please name anyone you feel needs praise for providing an exceptional level of service during your visit today.<br>If you feel no one deserves the credit please mark as NO and add a note to say that exceptional service wasn’t provided on this occasion.
