Service Standards

Labor Standards Front Desk: 1 per shift Locker Room Attndant: 1 per LR per shift Towels: 1 per shift

Fitness Center Experience Standards:

Weight room: 1 per shift Fitness professionals: As scheduled

Check-in

Fitness Experience

Farewell

Member Arrives for use of Fitness Center

Health Bar

Locker Rooms and lounges

Workout Areas

Programs

Member Exits

Member/Guest Action Team Responsibilities

• Best professionals in the industry • Programming fresh and on trend with industry’s best • Fitness professionals punctual and involved with set up/cleaning • Activities for all ages

• Genuine Good-bye • Set the stage for the next visit

• Maintain county health standards • Efficient and consistent in making smoothies • Organized and well stocked

• Create the “home away from home” atmosphere • Visible and available • Maintain highest standards of cleanliness/sanitization • Consistent in presentation with all member supplies/amenities • Always busy, take ownership of your area • Connect with members in friendly conversation, emphasis on member name recognition • Empowered to handle member comments and communicate to management

• Maintain highest standards of cleanliness/sanitization • Weights neatly organized and on proper racks • Fitness equipment state of the art and well maintained • Towels and wipes always stocked • Team members visible and available, engage members in friendly conversation • Knowledge of equipment and programs

• Every member and guest is greeted with a warm welcome • Emphasis on Member name recognition • Answer all phone calls with a smile • Knowledgeable on all club info • Empowered to handle member comments and communicates to management • Input all chits timely and accurately • Front Desk free of clutter and team member in uniform