Title Page

  • 2016

  • HP Austria Weekly Standards & Service Audit

  • Austria

  • Conducted on

  • Jana Kratochv√≠lov√°

  • Location

1.0 Service at reception

  • Are team smartly presented with standard name badge evident.

  • Are members being greeted with a welcoming genuine smile and being engaged

  • Are members being acknowledged while interacting with other member or on the phone (eye contact and smile)

  • Was the phone answered within 5 rings

  • Did the receptionist say hello, the name of the club and introduce themselves

  • Did the reception team respond to email enquiry within 10 minutes of receiving

  • Were the questions answered professionally to members' satisfaction

  • Were the complains dealt with professionally

  • Did the receptionist have knowledge of all products

  • Is the reception area clean, tidy and clutter free

2.0 Retail Area

  • All POS up to date and presented as per brand standard

  • Retail area looks well presented and is clean

  • Fridges are fully stocked, all labels facing forward and all stock displayed neatly with price visible

3.0 Male and Female Changing Rooms and Toilets.

  • All lockers displaying up to date disclaimers

  • Lockers are clean and door is closed when not in use

  • Are all lockers available for use. Is there a brand standard sign displayed when out of order

  • All lockers have 2 hangers present

  • No towels or litter are left in the changing rooms

  • All toilets working. Is a brand standard sign displayed when out of order

  • Toilets smell fresh and stock is available

  • Toilets seats are present and secure

  • Sun beds are available and all tubes working

  • Sun beds are cleaned with cleaning schedule in place

  • Spray bottles and paper tissue available

4.0 Wellness Area and Wet Area.

  • Saunas and steam room on and at the correct temperature

  • Saunas and steam room smell fresh with essence present

  • Loungers and furniture are all in good condition and clean

  • Relaxation rooms clean with no discarded towels evident

  • Swimming pool water is crystal clear and at the correct temperature

  • No scum lines evident in swimming pool

5.0 Gym Area.

  • All machines clean and working with none out of order

  • The correct out of order signage is displayed where appropriate

  • Gym area clean, tidy and clutter free

  • Bike seats and handlebars returned to the base when not in use

  • All equipment is stored away when not in use with no trip hazards

  • All team members are in uniform with name badge on

  • Are members being greeted with welcoming smile

  • Were MI trainers interacting with members? Did you witnessed at least 5 interactions with members during your visit?

  • Did you witnessed during your visit at least one substantially helpful interaction done by MI

  • Was Express class announced 10 minutes before scheduled beginning

  • Was Express class held on time

6.0 Group Exercise and Studios.

  • Studio timetables displayed and up to date

  • Did instructor introduced himself and shortly describe the class

  • Did instructor asked for newcomers and advised them how to begin (set up, what equipment etc.)

  • Did instructor asked for any healthy issues and advised recommended options based on these

  • Did instructor educated members how to stored equipment after the class

  • All equipment immaculately stored safely when not in use

  • Foot straps are all in good condition

  • All seats and handlebars returned to the base when not in use

7.0 Sign Off.

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