HP Standards and Service Audit Apprentice 2019

Title Page

2018
HP Standards and Service Audit
German Clubs
Conducted on
Adam Heaven
Location
Personnel

1.0 Previous Audit.

Has the previous audit been reviewed and is it being used by the team as a working document.
Is the last standards and service report and the last 3 mystery member reports in a predominant position where all team members can see and read?
Check daily RPOD checks are fully completed with none missing on the club account on iAuditor.
Cleaners are dressed accordingly and have name tags on?

2.0 Club Entrance and Reception.

Is the entrance clear of litter and debris with no cigarette butts present and no weeds growing?
Is external signage clean and illuminated and in general good condition.
Is the reception area clean, tidy and clutter free with no items for re-sale, magazines or newspapers evident. Also group fitness timetables not to be located on the reception counter.
All lights working in the reception area and retail area
All Marketing is up to date and presented as per brand standard with no Red HP logo present
Are access barriers working and in use where applicable
Is the music on in the club and can you hear it?
Are all the daily open and close checklists completed and up to date
Are team members smartly presented as per the company dress code guidelines with standard name badge evident.
No mobile phones insight on reception or receptionist using them?
Ask the receptionist team for information on one of the group exercise classes offered in the club. Could they answer confidently and with the correct level of knowledge that was friendly and helpful.
Is the RPOD and the Fist Aider on Duty board on display in the club. First names only is acceptable.
Observe the level of service on the reception. Did the receptionist provide a premium level of service that is both friendly and helpful. Score from 1-10 and monitor throughout the duration of your club visit.

3.0 Offices and Back of House.

Are all the store rooms tidy with clear floor and safe storage of chemicals
Are all items for re-sale stored in a room that is locked at all times?
All offices clean, neat and tidy with a clear desk policy evident
All pool tests completed and within parameters. Remedial action recorded and actioned where appropriate. No more than 3 checks missing in a month and if a complete day is missing this fails immediately.

4.0 Retail, Seated Area and Cafe Area.

Retail area looks well presented and is clean with no dust on shelving
Fridges are fully stocked and displayed in a tidy manner?
All products are priced with brand pricing. Cannot be written on with marker pen.
Furniture in good condition and well presented with clean, clear tables and represents the brand correctly
Are all partner stands and displays presented correctly and are clean and free of dust.
Area clean and tidy with clean floors and no dust evident
All lights working in these areas?

5.0 Male and Female Changing Rooms and Toilets

Cleaning checklists in place, are being used and are up to date? Male area
Cleaning checklists in place, are being used and are up to date? Female area
Lockers are clean inside with no rubbish or towels left inside? Male area
Were most of the locker doors closed when not in use at time of audit No more than 6 that are not in use is allowed. Male area
Lockers are clean inside with no rubbish or towels left inside Female Area
Were most of the locker doors closed when not in use during the time of the audit. No more than 6 lockers not in use can be open. Female area
Lockers are displaying the most recent disclaimer. Male area.
Lockers are displaying the most recent disclaimers. Female area
Are all lockers available for use? (Correct signage used in all cases of out of order lockers) Male Area
Are all lockers available for use? (Correct signage used in all cases of out of order lockers) Female Area
All lockers have enough hangers present and are both the same variety and colour? Male Area. No more than 5 lockers allowed to have less than 2 at time of audit. If 1 locker or more has 0 hangers then it fails.
All lockers have enough hangers present and are both the same variety and colour? Female Area. No more than 5 lockers allowed to have less than 2 at time of audit. If 1 or more has 0 hangers in this immediately fails.
Locker Marketing is up to date where applicable Male Area
Locker Marketing is up to date where applicable Female Area
No towels that are not in use or litter are left in the changing rooms Male Area
No towels that are not in use or litter are left in the changing rooms Female Area
All lights are working in the changing/toilet areas Male Area
All lights are working in the changing/toilet areas Female Area
All walls are clean with no marks evident Male Area
All walls are clean with no marks evident Female Area
All mirrors are smear free and all basins are clean with no surface water present Male Area
All parts in the sink basin are present Male area
All mirrors are smear free and all basins are clean with no surface water present Female Area
All parts in the sink basin are present Female Area
Floors are clean with no dust visible or dirt in the corners. Male Area
Floors are clean with no dust visible or dirt in the corners. Female Area
Bins are no more than half full at any time. Bins to be clean at all times and bins must have bin liners in. Male Area
Bins are in good condition and not damaged Male area
Bins are no more than half full at any time. Bins to be clean at all times and must have bin liners in. Female Area
Bins are in good condition and not damaged Female area
All dispensers are in place and product available at all times. These must work correctly at all times. Male Area
All dispensers are in place and product available at all times. These must work correctly at all times. Female Area
All toilets working. (Is a brand standard sign displayed when out of order). Male Area
All toilets working. (Is a brand standard sign displayed when out of order). Female Area
Toilets smell clean and fresh . Male Area
All toilets have consumables available and these are stored in the correct manner?
Toilets smell clean and fresh. Female Area
All toilets have consumables available and these are stored in the correct manner?
Toilets seats are present and secure and immaculately clean underneath. Male Area
Toilets seats are present and secure and immaculately clean underneath. Female Area
Any Marketing displayed in toilets is up to date and relevant. Male Area
Any Marketing displayed in toilets is up to date and relevant. Female Area
All cleaning chemicals are stored away from members sight including squeegees. Male Area
All cleaning chemicals are stored away from members sight including squeegees. Female Area
Sun beds are available and all tubes working
Area is warm and inviting and should be appropriately decorated.
Sun beds are cleaned with cleaning schedule in place
Spray bottles and paper tissue available in sun bed rooms
Health and Safety guidelines evident and displayed correctly

6.0 Male and Female Showers and Vanity Areas.

All extractor vents are working and free from dust. Ceilings are clean. Male Area
All extractor vents are working and free from dust. Ceilings are clean. Female Area
All shower heads are free from limescale and rust. Male Area
All shower heads are free from limescale and rust. Female Area
All showers are available, fittings presented well and in place and working correctly. Male Area
All showers are available, fittings presented well and in place and working correctly. Female Area
All dispensers are present and fitted correctly. Shower gel available at all times. Male Area
All dispensers are present and fitted correctly. Shower gel available at all times. Female Area
All hairdryers are working with non missing. Must be free from dust in the filters. Male Area
All hand dryers are working. Male Area
All hairdryers are working with non missing Must be free from dust in the filters and must be the most powerful version Female Area
All hand dryers are working. Female Area
Showers smell clean and fresh with clean clear drains. Male Area.
Showers smell clean and fresh with clean clear drains. Female Area.
Showers are free of body fat on walls and floors with ceiling tiles clean.and silicone in good condition. They are not slimy to touch. Male Area
Showers are free of body fat on walls and floors with ceiling tiles clean and silicone in good condition. They are not slimy to touch. Female Area
Swimming costume dryers are working, clean and smell fresh. Where applicable. Male Area
Swimming costume dryers are working, clean and smell fresh. Female Area
All lights are working in shower areas. Male Area
All lights are working in shower areas. Female Area
Length of shower time to be consistent in all showers. Minimum length of 30 seconds maximum of 1 minute. Male area
Length of shower time to be consistent in all showers. Minimum length of 30 seconds maximum of 1 minute. Female area

7.0 Wellness Area and Wet Area.

Areas clean and no rubbish or discarded towels evident
All showers working in wellness area?
All showers are clean and not slimy to touch.
All walls in good condition with no marks present
Floors are clean. Check corners and also skirting boards
No excess surface water present and evidence of safety precautions taken.
All sauna benches are in good condition and safe to use including walls and ceilings
Saunas and steam room on and at the correct temperature
Saunas and steam room smell fresh with essence present
All lights working in saunas and steam rooms.
All appropriate health and safety signage is in place and presented correctly. All signage on doors is clear
Loungers and furniture are all in good condition and clean
Pool life saving equipment present and visible. Must be in good working order
All Aqua class equipment is stored correctly and neatly
Pool area rules are displayed and correct
Swimming pool water is crystal clear and at the correct temperature
No scum lines evident in swimming pool
Water cooler working and clean with no build up of Kalk?

8.0 Gym Area.

Air conditioning working, at the correct temperature with all vents free of dust and damage. To include fresh air vents
All walls are clean with no marks or damage including skirting boards
All lights working in the gym zones
Music is on and can be heard in the background at all times.
All TV's work and are switched on with none of the TV's showing the same thing or cartoons at any time
All machines are working with none out of order and the correct signage is used as supplied.
All machines are clean (including underneath) with no sweat marks or dust.
All flooring is clean with no dust evident. Corners are clean and skirting boards
All matting is clean and without damage and stored correctly
All pads on resistance equipment is clean and free of tears, including damage to any other parts of the machines.
All equipment is stored away when not in use with no trip hazards so that areas are clutter free. Minimum distance behind treadmills of 2 meters must be adhered too at all times.
Red spray bottles and paper tissue readily available in the training zones in order to clean machines.
Are all the daily, weekly and monthly checklists completed and up to date
Water dispensers are clean and working with no parts missing or poorly presented Zb no rusting parts.
All Marketing is relevant, up to date and presented correctly with no red logo evident
All team members are in the correct dress code with name tag on.
Observe MI during the visit to assess the level of service delivered. Is it delivered in a friendly and helpful manner that will motivate the member to come back and work out soon?

9.0 Group Exercise and Studios.

Group fitness and Xpress timetables displayed and up to date.
Air conditioning is working, at the correct temperature with all vents free of dust
Floors clear of sweat marks and no dust evident
Mirrors are smear free and clean at all times
Mirrors are not damaged at all
Walls clean with no marks evident
All lights working when turned on by Adam.
Foot straps are all in good condition with none missing
All equipment immaculately stored safely when not in use. No higher than 1.5 meters.
All mats clean and are free of damage
All small equipment is in good condition and stored correctly?
All bikes are clean?
All seats and handlebars returned to the base when not in use and studios presented neat and tidy.
Red spray bottles and paper tissue readily available in cycle studio. Minimum of 6 full bottles in each cycle studio.
Music system in good working order and head mics are available for all studios.
All bikes out of order are removed from studio where possible. If bikes are not removed they must be clearly marked as out of order with the correct brand signage.

10.0 General.

Test the product Knowledge and ask 5 random team members to explain a group exercise /Xpress class in detail. Was the response delivered in a friendly manner that was helpful.
Is there evidence of a club maintenance reporting system in the club being used by all team members?
All emergency lighting is working around the club
All fire escapes are clear. Zero tolerance here
Set off a emergency panic alarm in the club. Response time is no longer than 2 minutes absolute maximum. Must be a trained first aider with a fully stocked first aid box and defibrillator where applicable.
Pool chemicals are stored safely at all times and all bunds holding chemicals are empty.
All fire equipment is clean, well maintained and not out of date of its last inspection. Cannot stand on the floor.
Please call the club and see whether the phone is answered or goes to divert back offices within 3 rings?
First aid boxes available and fully stocked. Check 2 boxes
Does the club hold stock of the following Name badges 10 Hangers 25 Hooks for doors and lockers 20 Hair dryers 3