Module 1: Health Club Operations

Module 1

Health Club Operations

Training & Development Manual

December 2013 - Issue 8 Page 1 of 30 ______3D LEISURE - Training & Development Manual 3D LEISURE Training and Development

MODULE 1: HEALTH CLUB OPERATIONS

SITE ______

EMPLOYEE ______

TRAINER ______

SECTION AREA OF TRAINING DATE EMPLOYEES TRAINERS COMPLETED SIGNATURE SIGNATURE 1 Introduction 2 Company inductions 3 Using & understanding the staff handbook 4 Daily staff procedures 5 Club tour – Know your facility 6 Company Standards 7 Answering the telephone 8 Basic meeting & greeting 9 Logging in clients 10 Membership systems 11 Signing in a new member 12 Use of the tills 13 Daily sheets and admin 14 Booking systems 15 PARQ / HCS 16 Guest administration 17 Stock control 18 Pool water testing 19 Plant room procedures 20 Water circulation and pollution 21 Principles of steam room, sauna, sunbed & spa 22 General club maintenance 23 Cleaning and jungle runs

In addition to the above training I confirm that the above named person has shown a suitable degree of competency in each area listed:

Signed: Position:

A copy should be sent to Kerry Anne Ramsay at Tree Tops

December 2013 - Issue 8 Page 2 of 30 ______3D LEISURE - Training & Development Manual MODULE 1: HEALTH CLUB OPERATIONS

Introduction This section covers the wide spectrum of day-to-day health club operations starting with new employee induction, (which must be completed before any member of staff completes a shift on their own) through to progressive training on specialist areas. It is imperative that this module is used in conjunction with your club’s ‘Normal Operating Procedures’ (NOP), which will be site specific and that any necessary amendments are included.

Training exercises and notes are supplied throughout the module to enable managers to assess how each employee has assimilated the information in each sub-section.

December 2013 - Issue 8 Page 3 of 30 ______3D LEISURE - Training & Development Manual 2. COMPANY INDUCTION

The following content is for use in the induction of all new employees by the Club Manager and should be used alongside the New Staff Induction pack that is given to all new employees. When completed, both employee and manager must sign the front cover checklist (p2) which will need to be kept on site for update purposes for all employees. The master checklist will need to be signed in the appropriate area on completion.

2.1 Support Team Directory

Mark Bremner: Managing Director of 3d Leisure Based at Peel House, Farnham 01252 732220

Andrew Deere: Finance Director Based at Peel House, Farnham 01252 732220

Paul Ramsay: Group Operations Director Based in Operations Office 07721 879963

Paul Dickinson: Regional Director Mobile 07818 454574

Dan Glue: Regional Manager Mobile 07887 634553

Mark Castle: Regional Manager Mobile 07810 128080

Stewart Strachan: Regional Manager Mobile 07917060062

Richard Coates: Regional Manager Mobile 07880 387771

Kerry Anne Group Communications Manager Based in Operations Office Ramsay: 01677 450801

Claire Long: Accounts Manager Based at Peel House, Farnham 01252 732222

Amy-Beth Central Support Office Manager Based at Peel House, Farnham Stevens: 01252 732220

Jenny Mathieson: Health and Safety Co-ordinator 01707 360960

The company has a support structure that aims to provide assistance and guidance to all club managers and their teams.

We have two support offices called the Central and Northern Support Office.

December 2013 - Issue 8 Page 4 of 30 ______3D LEISURE - Training & Development Manual 2.2 Support Offices: Central Support Office 3d Leisure Ltd Peel House Upper South View Farnham Surrey GU9 7JN

Tel: (01252) 732220 Fax: (01252) 732221

Northern Support Office 3d Leisure Ltd Tree Tops-Elmfield Arrathorne Bedale North Yorkshire DL8 1NE

Tel: (01677) 450141

Please refer to the Site Directory for all current managed Club details

2.3 Existing Sites See the latest site directory for up to date list of all current sites:

2.4 Key Company Personnel All employees need to be familiar with the following personnel for their contract:  Operations Director  Regional Manager  Own Site club Manager  Client Contact

Consultancy Work As well as operating managed facilities the company offers clients a wide range of consultancy support which includes, but is not limited to: Feasibility surveys for new sites, pre sale management, H&S audits, operational audits, design and build and crisis management.

December 2013 - Issue 8 Page 5 of 30 ______3D LEISURE - Training & Development Manual 3. USING AND UNDERSTANDING THE STAFF HANDBOOK

Each employee will be issued with a Staff Induction Pack. This needs to be read and understood thoroughly and as the Club Manager, you must take responsibility for this. Go through each section with the member of staff and ask them to digest all the information. There is a form at the back which needs to be signed by the employees first day of employment once all the information has been understood. This signed declaration will confirm that they know and understand the procedures, guidelines and objectives outlined in the pack. It will also highlight any ‘grey areas’ of what is expected of them.

A blank bank details form is also contained in the handbook. These will obviously need completing as soon as possible and forwarded to the Payroll Department.

Mission Statement & Site Standards It is very important that staff are made aware of the company mission statement and what it means. The statement is located in the Staff Handbook. Company standards are also listed here and staff need to know these and be advised that they are updated constantly and they must be kept informed.

Training Exercise

Get the new member of staff to call their Regional Manager or the Group Operations Director to introduce themselves.

December 2013 - Issue 8 Page 6 of 30 ______3D LEISURE - Training & Development Manual 4. DAILY STAFF PROCEDURES

To be trained in opening and closing procedures (as per Normal Operating Procedures for your particular club), it is essential that a thorough induction is carried out in this area, not just for security, but for Health & Safety purposes. Following through your NOP’s, ensure you also include guidance on:-  Punctuality before a shift  Collecting and signing for Leisure Club keys  Training on de-activating/activating alarms (where applicable)  Securing the Club whilst doing the early Jungle run  Health & Safety issues on early/late shifts (eg. Checking the plant room, maintaining water standards etc.)  Presentation when on shift  General etiquette, meal breaks (also covered in staff Welcome Pack)  Jungle runs  Handovers (eg. Early - lates, lates – earlys)  Message systems and following unfinished business off (taking responsibility) – Handover books/diaries  Closing procedures, securing the premises etc.

Training Exercise

Walk the Club as if the employee was training you. Simulate the procedures required for both early and late shifts (as well as the handover period) with respect to:-

(i) All security, Health & Safety checks (ii) Setting up of equipment (iii) Heating, lighting & alarms

December 2013 - Issue 8 Page 7 of 30 ______3D LEISURE - Training & Development Manual 5. CLUB TOUR - KNOW YOUR FACILITY

Team members must be aware of the services and facilities available within their Club (site specific). Managers need to use their NOP’s to supply details of these specifics, such as maximum occupancies etc. The following items must be covered in detail (this list is merely offered as a guideline which individual clubs can expand):-

RECEPTION  Location of files/systems  Location of towels FITNESS ROOM  CV and resistance equipment type and function  Air conditioning and lighting systems  Fitness training (covered in more detail in module 5)  Systems for retention (challenges, leader boards)  Location of cards and fitness profiles  Signage and charts  Muscle of the month  Education Displays  Buddy Scheme  Gym Challenges DANCE STUDIO  Variety and times of classes  Booking prices and systems  Air conditioning and lighting  Equipment and its storage SUNBEDS  Location and type  Booking systems  Safe and effective tanning (covered in Module 2 – Health & Safety) CHANGING ROOMS  Location and layout  Availability of locker and hairdryers  Notices and signage  Cleaning procedures and maintenance OFFICE AREA  Staff usage  Administration systems PLANTROOM  Location and staff admittance  Equipment and Chemicals POOL/SPA  Length, depth & width  Temperatures  Children swim times (if applicable) SAUNA/STEAM ROOM  Location  Principles behind usage  Maintenance BEAUTY  Location and type  Booking system  Prices of product & treatments THERMAL SUITE  Specific information relating to any thermal suite areas

OTHER  Member of the Month  Hall of Fame  Social Diary  Preferred Merchants Board

December 2013 - Issue 8 Page 8 of 30 ______3D LEISURE - Training & Development Manual Any new employee must be proficient in being able to direct a member to any area of the club with a full explanation of the services and facilities along with way.

Training Exercise

Set your staff 10 easy questions about your Club which could include the following:-

(i) What is the length and depth of the pool (if applicable)?

(ii) How many classes do we hold per week?

(iii) What are the opening hours of your Club?

(iv) When can children swim?

(v) What are the pool and spa temperatures?

(vi) What are the principle differences between the sauna and steam rooms?

(vii) What internal schemes do we run to encourage people to stay members?

(viii) What does it say on our Preferred Merchants posters and what are they?

(ix) Where do we keep the payment query checklist and how does it work?

(x) Where is the nearest fax machine and what is the number?

December 2013 - Issue 8 Page 9 of 30 ______3D LEISURE - Training & Development Manual 6. COMPANY STANDARDS

As a company we have identified a list of standards which should always be met within all of our managed clubs. You must explain the importance of these to staff when conducting training and issue them with a copy.

3d Leisure Company Standards

Health & Safety  There must be an NPLQ or NARS qualified member of staff on at all times  All staff must have attended quarterly pool responder training (monthly Lifeguard training if NPLQ qualified)  All staff must have completed in-house pool plant and pool testing training prior to conducting pool tests or any plant room duties  There must be 2 staff at each site that hold a current pool plant operator qualification  All staff to have 3D Leisure H&S training before commencing their first shift.  All staff to have appropriate COSHH training for any chemicals which they will be asked to use  Procedures in the risk assessment, emergency action plan and normal operating procedures to be followed at all times.  Gym equipment to be maintained to the recommended manufacturers guidelines  Cleaning products to be stored in a locked cleaning cupboard.  Chlorine and acid to be stored in separate sealed containers.  Plant room door to be locked at all times  No alcohol rule before using any facilities.  All COSHH standards to be adhered to.  Correct company disclaimer notice must be displayed  ISRM guidelines for sauna, steam room and spa’s to be displayed & followed

Children  There must be at least one adult to every 2 children (15 and under) entering the pool.  The responsible adult must enter and stay in the pool with the children  No under 16’s in the gym  No under 18’s in the solarium  Children must be supervised at all times when using the club.  A police check must be obtained for all staff working with children.

Staff  No chewing gum.  All mobile phones must be turned off at all times when on shift  No eating behind the reception desk  No sitting behind the reception desk  All staff must be in complete uniform at all times. Uniform must be clean, well presented and include name badge  When taking breaks staff should wear a top to cover uniform and name badge – breaks where possible should be taken in non-public areas  Staff must wear predominantly white trainers and socks at all times when on shift  Hair should be tidy, if long, must be tied back  All staff should have good personal hygiene  Staff may only use the facilities during off peak hours, when the club isn’t busy and solely at the manager’s discretion  Staff may not use the club telephone for personal calls  Staff must not use the internet or email unless connected with work  All staff must be clean shaven  All tattoos must be covered up at all times  If earrings must be worn, these are to be stud only. Chains to be worn under clothing, rings are to be wedding and engagement only. No facial or tongue jewellery to be worn.

December 2013 - Issue 8 Page 10 of 30 ______3D LEISURE - Training & Development Manual  All staff must arrive 15 minutes prior to their shift starting.  All staff must complete a full handover before leaving after their shift.  All staff must follow all company procedures.  The club telephone must be answered within 5 rings, with the correct answer used.  No intimate personal/physical interaction between staff and staff, staff and members or staff and guests whilst on duty.

Fitness  Every person using the gym must fill in a PARQ form  Any person answering positive to any question on the PARQ must be referred to their GP before commencing exercise  All members, residents and guests must have a full induction into the fitness facilities.  Any machines that are out of order must have a laminated fault reported sign, apologizing, stating when you hope to have it back in working order again

General Standards  All signage needs to be in a frame or on a notice board  No notices on windows, mirrors or doors  All notice boards to have a header  The following company initiatives must be displayed within the club: o Meet The Team o Member Of The Month o Members In Action o Hall Of Fame  All signage on notice board needs to be laminated and held up by 4 staples or 4 drawing pins in 4 corners  Frames in an area should be consistent IE reception all same black frames Gym all silver frames etc  Comment cards must be displayed for all guest/members to complete  Club manager to respond personally to all comments  Reception desk to be uncluttered  All leaflets must be in professional racks/holders  All members must have a membership card and present it on each visit  There must be a picture & contact details associated with every member on the membership system  All hotel residents and members guests/trials must sign in at reception  All clubs that do not have membership software must sign in and out on each visit

December 2013 - Issue 8 Page 11 of 30 ______3D LEISURE - Training & Development Manual 7. ANSWERING THE TELEPHONE

All staff must to be advised as how to answer the telephone correctly. Follow the enclosed format for professional and effective telephone etiquette.

(a) Always try to ensure you answer the telephone in a confident and friendly manner.

Standard Greeting (a) “Good morning/afternoon/evening, [CLUB NAME], [NAME] speaking, how may I help You” (eg. Good Evening, Otium St. Albans, Daniel speaking, how may I help you?)

(b) Endeavour to answer the telephone within 5 rings. If you are later than that, apologise for the delay (eg. Good morning, Ark Health & Fitness, I’m sorry to keep you waiting, this is Caroline speaking, how may I help you?)

(c) Taking messages

Always ensure you take the full name and contact number for a message. Try and ascertain whether the person wishes to be called back, whether they would rather call back and establish how important the call is.

Most importantly, follow a message through to ensure they are personally handed on.

Training Exercise – Roleplay

Practice basic telephone techniques with members of staff;

(i) Standard greeting

(ii) Apologise for answering the call late

December 2013 - Issue 8 Page 12 of 30 ______3D LEISURE - Training & Development Manual 8. BASIC MEETING AND GREETING

 Everyone who comes to Reception must be warmly ‘met and greeted’  Staff must try and greet a member by their first name (if they do not know the name, then get to know by looking on their membership card, if applicable)  Get them to sign in and give them a towel (if applicable) and a locker key as they give you their membership card.  Talk to them; ask them whether they’re having a good day, what have they been up to etc.  Encourage staff to sell ‘social events’ at this stage eg. “Are you coming to the summer BBQ in June?” This is when staff need to know everything about the Club, its events and social calendar etc.

(Larger Clubs may need to know where clients are going for usage figures on their computer system).

Emphasise during training, the importance of the initial ‘customer-client’ contact. This will separate you from your competitors and encourage members to return.

It is just as important for you to be chatty when someone leaves your club. Ask them if they had a good swim/workout etc. and when they will next be in for a visit.

Every person visiting the club should be spoken to at least 3 times on every visit by members of staff i.e. before, during and after exercise. Remember, members aren’t an interruption to your work, they are the reason you have work to do!!!

(These aspects are covered in more depth in module 4 – Customer Care).

Training Exercise - Roleplay

Practice basic ‘Meeting & Greeting’ skills for members. You take the role of a member coming in for a swim. Get the staff to talk through their greeting techniques.

December 2013 - Issue 8 Page 13 of 30 ______3D LEISURE - Training & Development Manual 9. LOGGING IN CLIENTS

Members Every time a client uses the club, staff must be able to identify them by ‘category’, both for security reasons and usage figures. An explanation is needed here (in conjunction with your site specific NOP’s) on how to log in members, residents and guests on the daily signing in sheet. Don’t forget to explain ‘signing out’ and the cumulative sheet which needs to be completed at the end of the late shift.

Security Staff need to check their membership records and ‘payment query’ lists when dealing with members. You must stress the importance of security and asking for cards on a consistent basis. This is also to ensure people don’t exceed the expiry date on annual payments and cards aren’t being transferred or being used by anyone else, apart from the named member.

Practice a situation when someone has come in and has defaulted on a payment.

Roleplay for fire and evacuation purposes, how you would use the daily sheets for seeing who is in the club at any one time.

Greeting a Resident in Hotel Clubs Many of our Clubs involve usage by the hotel, client. We need to offer exactly the same level of hospitality to residents as well as members.

 “Hello, can I help you? Are you staying in the Hotel?”  Have you visited the Club before?  Once they reply, you then get them to sign on the signing in sheet by putting their room number down, then their name and the time and then ask them if they have their registration card. Do not hold the room key for them.  If they are using the gym, ask them to fill in a PAR-Q form.  Whilst they are filling it in, chat to them and ask them whether they have used a gym before and if so, are they familiar with the equipment? Even if they answer that they are experienced gym users you must explain that for H&S reasons we need to give them an induction into our equipment (although this can be relatively brief for experienced users!)  Once they have completed the PARQ, have a look at it and see whether they have answered yes to any of the questions, if so then take appropriate action.  Direct them to the changing rooms and also the relevant area that they would like to visit. If the resident is using the sunbed, then you need to get them to fill in Pre Tanning Questionnaire. Take appropriate action to it, advise them to wear eye protection and show them how to use the bed. They can either pay for it at that time, or have it charged to their room.  If a resident completes a positive PARQ then they must be treated much the same as a member. However in order to avoid dissatisfaction you should do all you can to ensure that they do still get some exercise i.e. if they are a member of a club elsewhere see if you can contact them for a copy of GP Referral letter, give them a running route to follow, advise them to take a swim instead etc

Taking the part of a business resident, roleplay situations where:-

(i) You wish to go for a swim and book a sunbed

(ii) You haven’t used a gym before and wish to have a 20-minute cardio- vascular workout.

December 2013 - Issue 8 Page 14 of 30 ______3D LEISURE - Training & Development Manual 10. MEMBERSHIP SYSTEMS

It is essential that all employees are fully aware of memberships, prices, categories and administration systems that are repetitive to their club.

Use in conjunction with your NOP’s as each club prices may differ slightly, but ensure your induction training covers the following:-

1. Types of membership by usage  Peak and off peak

2. Types of membership by category  Single  Joint (establish conditions with this)  Junior  Corporate (establish conditions with this) 3. Prices of each membership

4. What is included in their membership  And what isn’t!

5. Explain what the joining and admin fees are for (covered in more depth in Module 3 – Sales)

6. Explain how the following administration systems work Recording a Membership  Annual/DD ticklist  Application forms  Renewals ticklist  Copied DD’s  Payment queries  Pro-rata payments

Training Exercise

Get the member of staff to answer the following simple questions:

(i) What are your club’s off peak hours?

(ii) What is the last time for admittance on peak usage?

(iii) What are the conditions for a joint membership?

(iv) What is the definition of a corporate membership?

(v) At what age do ‘juniors’ start paying?

(vi) List all the prices by category for your club?

(vii) Where do we record member’s DD payments?

(viii) What is the payment query list and how does this work?

(ix) What is the system for annual renewals? - 2 months prior? - 1 month prior? - 2 weeks prior?

(x) What is a pro-rata payment? How would you explain it to the member?

December 2013 - Issue 8 Page 15 of 30 ______3D LEISURE - Training & Development Manual 11. SIGNING UP A NEW MEMBER

The employee should now be familiar with the membership details and they will need to apply them when signing up a new member. We will assume the sales/enquiry training has already taken place (covered in – Module 3) and that the prospect is ready to join the club.

You will need to explain the following:- 1. Administration of the application form. Training note – the member of staff fills it in!.

2. Administration of the DD form (if not an annual membership). Training note – the member of staff fills it in!.

3. Explanation of the ‘Welcome Pack’ and vouchers (terms of any free passes).

4. Explanation of the ATCI 30 days ( around the club in 30 Days)

5. Aftercare:  Booking the Fitness Assessment / Personal Programme advising on appropriate clothing  Buddy Scheme  Assigning a membership card  Introducing them to staff  Starting ACTI 30 Days

Get the member of staff to complete a dummy run of signing you up.

Training Notes – What to look for?

(i) Staff completed all forms themselves.

(ii) Verbal explanation of the forms are given as they go along.

(iii) Staff confirm start date for the DD and establish why you have paid a pro-rata payment.

(iv) Staff explain the Welcome Pack and how to use the vouchers.

(v) ATCI 30 Days - Timescale for completion - What do you get? - Staff can start completing form straight away

(vi) They issue you with a card and explain how to use it.

(vii) They book your fitness assessment and Personal programme

Administration Purposes

Ensure the staff files and records the transactions in the correct manner.

December 2013 - Issue 8 Page 16 of 30 ______3D LEISURE - Training & Development Manual 12. USE OF THE TILLS

Putting income correctly into the till is a very important training area which will need due emphasis.

Go through a typical day’s takings and explain to the staff, the importance of accurate sales recording and cashing up. Again, this is an area which may be site specific as staff will need to learn prices for certain items such as shop stock, drinks, aerobics fees etc.

However, all commercial clubs should have the following generic sales headings:-  Monthly Dues  Annual Income  Joining Fees  Guest Fees  Sunbed  F&B Sales  Retail  Beauty  Misc.

Larger clubs may have the added security of ‘bar coded’ sales on a computer system. In conjunction with your NOP’s, you will need to cover the ‘cash analysis’ sheet and how to enter sales onto a 1-31 income sheet for analysis of performance in each area against budget.

Explain:-  the difference between gross and actual Net figures  about accurate float checks and what action to take if the till does not balance  where the money is taken to and logged on the late shift

Emphasise the importance of security regarding the till keys.

Training Exercise

Complete a blank cash tally sheet for a ‘dummy run’ entering sales and recording them onto the 1-31 sheet.

December 2013 - Issue 8 Page 17 of 30 ______3D LEISURE - Training & Development Manual 13. DAILY SHEETS AND ADMINISTRATION

Daily Sheets Using your NOP’s, explain where the daily sheets are found for each day. You will need to include:-  Daily booking sheet (gym, sunbeds etc)  Daily fitness class booking sheets (if applicable)  Shop stock counts  Cleaning checks  ‘Jungle run’ checklist  Monthly cumulative usage sheet  Signing in/out sheets

Explain the procedure for changing these and disposing of them daily.

Administration You will need to show the staff where all the necessary files are kept for administration purposes. They may not need to use some files, although it is useful to point out their location and what they contain should they need to answer a query from the Support Office.

Explain that they will need 2 weeks worth of booking sheets in advance, where the master copies are kept and how filing should be completed.

Assign responsibility for the ‘house keeping’ of certain files to selected members of staff and emphasise the importance of quality photocopying (if used) and standards of what the members/residents see. This is a reflection of your club.

Explain where new forms are ordered from and who to inform when stocks are running low.

Training Exercise

Ask the staff the following simple questions:-

(i) Where and how do you record sunbed usage?

(ii) Run through each file. What do they contain?

(iii) Where would they be able to get enquiry forms reproduced?

(iv) What sheets go on your daily clipboard?

December 2013 - Issue 8 Page 18 of 30 ______3D LEISURE - Training & Development Manual 14. BOOKING SYSTEMS

Booking systems are important in the day to day running of your club. For example; there will be certain times that you may not do fitness assessments or programmes and staff need to be aware of these. You will need to run through all the booking sheets and how they work (specific to your club). Ensure staff know how long an assessment and programme take, how long a sunbed session is and how you can book it.

On takings bookings, it is also useful for the staff to know who is on duty, so they can advise a member.

If you run a larger club, you may have several booking files or a computerised booking system that needs to be explained and understood.

(i) Using your NOP’s administration blanks, role-play with your staff to take a telephone booking for a fitness assessment and personal programme.

Look for:

An explanation of the time taken for this procedure, when it will be, who they will see and an accurate record of the bookings.

(i) Ask the member of staff how they record cumulative sunbed usage off the daily bookings sheet.

December 2013 - Issue 8 Page 19 of 30 ______3D LEISURE - Training & Development Manual 15. PARQ'S & HEALTH COMMITMENT STATEMENT

At the majority of 3d Leisure sites we have now adopted the Fitness Industry Association initiative or the Health Commitment Statement (HCS) although some sites are still using the previous PARQ system.

PARQ An explanation of why we use PAR-Q’s must be explained here as is the action required if a client circles a certain medical condition or problem.  Where are PAR-Q forms kept?  How are they filed?  How long are they kept for?  Who fills them in?  Does a resident need to fill them in?  Does a guest need to fill them in?  What happens if someone ticks yes?

Ensure your staff know and understand the Health & Safety implications with the use of PAR-Qs.

Health Commitment Statement Key points of using the HCS must be understood by all staff:  Where the HCS is displayed  The importance of all new gym members reading the HCS  The explanation to users of what to do if worried by any medical conditions they may have  The importance of new members signing terms & conditions of membership after reading the HCS  The importance of residents signing the ‘signing in’ sheet after reading the HCS

You are a resident wishing to use the gym, but you have a triple by-pass and suffer with asthma.

The member of staff needs to act on this information (supplied on the PAR-Q form that you fill in) and then file it accordingly.

December 2013 - Issue 8 Page 20 of 30 ______3D LEISURE - Training & Development Manual 16. GUEST ADMINISTRATION

Members bringing guests into the club benefits:-  Increase guest fee revenue  Possibility to convert to membership  Encourage retention of members by exercising with a friend

Ensure staff are fully aware of the fees regarding your guest usage. They must be confident in asking a ‘junior’s’ age and stopping ‘free loaders’ as this will greatly affect your guest revenue.

Staff need training on guest usage and any limits on numbers per member:-  How much do you charge for an adult/junior fee?  How long can they stay in the club for?  Do they need to fill in any forms on their visit?  How do we record guest usage?  Can a guest come in without a member?

December 2013 - Issue 8 Page 21 of 30 ______3D LEISURE - Training & Development Manual 17. STOCK CONTROL

If your club has ancillary secondary sales such as food, drink, and shop stock, then from a security point of view, stocks need to be recorded accurately and effectively. Your NOP’s should contain procedures regarding stock control, when counts are done and how they are done.

 Who do the results go to?  Do you have assigned members of staff for certain areas of stock control?  How do you reconcile your figures against your sales?  Can you cross-reference figures to double check the security of your stock?

Training Exercise

Depending on your club, ask the member of staff to complete a stock check for an area of secondary sales over 2/3 days. Ask them to tally up the count with sales off your 1-31 sheet so they can identify any problems with security.

December 2013 - Issue 8 Page 22 of 30 ______3D LEISURE - Training & Development Manual 18. POOL WATER TESTING

Effective water testing is critical to the Health & Safety of your clients using a pool/spa facility within your club. Emphasise the regularity that testing needs to be made together with being able to ‘act’ on any operational issues as a result of pool/plant problems.

For further information and guidance on the maintenance of pool water quality see:-

Swimming Pool water treatment and quality standards Pool water Treatment Advisory Group 1999 ISBN 0 9517007 6 6

Using your NOP’s, you will need to cover:-  How to water test and record results ( including dilution tests)  Frequency of water testing  Who to report problems to  Checking more frequently in response to problems  When to close the pool / spa  When bacteriological tests are taken and why

Training Notes: A person who holds an ISRM pool plant operators certificate should train staff. The ISRM & Biolab also run one-day pool testing courses. The following glossary table covers the majority of chemicals that are used in our clubs. Staff need to familiarise themselves with names, hazards and functions etc. If staff do not understand any areas relating to pool/plant training, they must inform you immediately.

Pool Chemicals Glossary of Terms :-

CHLORINE Sodium hypochlorite (14% strength – liquid) Function: Acts as a disinfectant to kill bacteria

DRY ACID Sodium bisulphate (granular) Function: To maintain pH levels of water

ALKALI Sodium bicarbonate (powder) Function: To lift pH levels of water if too acidic

ALUM Aluminium sulphate (granular/powder) Function: To help water clarity and to add polish to the water

FREE CHLORINE Needs to be free and available to kill bacteria and disinfect the water.

Test using DPD1 tablets Acceptable level between 1.0 ppm and 3.0 ppm

Close pool if > 5.0ppm

Complete the test within 15 seconds in natural daylight (do not use crumbly tablets!)

Dissolve the tablet in a little water first and make up to 10ml.

TOTAL CHLORINE The total amount of chlorine in the water at any one time.

Test using DPD3 tablet

Add on top of first sample, read in natural daylight after 2 minutes.

December 2013 - Issue 8 Page 23 of 30 ______3D LEISURE - Training & Development Manual COMBINED CHLORINE The amount of chlorine that has been used up to kill bacteria. If combined chlorines are high, there will be a strong smell of chlorine on the poolside.

DPD3 reading – DPD1 reading

Combined chlorines should never be more than half the DPD1 reading. If they are, you should be backwashing more frequently.

ACID/PH Range: 7.2 – 7.6 (7.4 is ideal) The solution should be 10% in strength (eg. 10kg in 100ltr of water)

ACID/PH Range: 7.2 – 7.6 (7.4 is ideal) The solution should be 10% in strength (eg. 10kg in 100ltr of water) pH SCALE 7.4 * 1______7______14

Acid bath Neutral Alkali murder!

* most effective pH for chlorine to work efficiently (90% efficient to be precise!). Chlorines own pH is 11, therefore if there is too much in the water, the pH will be affected and go up.

If your pH goes too high, increase your acid strength to 25% If your pH goes too low, this is corrosive/lifts grout etc. Switch the pump off!

ALKALINITY Use of sodium bicarbonate (TA+) – will help to raise the pH of the water range for total alkalinity 80 - 120 ppm.

To do a total alkalinity test, see bottle in pool test kit.

If alkalinity is very low, you need to raise the pH directly to a minimum of 80 ppm.

To raise pH, add bicarbonate from container in plant room at a rate of 2kg to raise the alkalinity by 10ppm.

CALCIUM HARDNESS See pool test box for test itself.

Range – no real upper limit, 100 – 500 is acceptable.

TDS (total dissolved solids)

A mixture of minerals and dissolved salts. Comes from mains water and added chemicals.

Maximum should be 1500 – read with TDS meter.

Training Exercise If TDS readings are high, water will be salty and this will affect kit in the plant room. Get the member of staff to complete the following tests:- (i) Free chlorine If TDS is too high, you need to backwash. (ii) Total chlorine (work out combined chlorines) WATER(iii) BALANCEpH TEST Must be done weekly (using(iv) pool guidelinesCalcium hardness in test(v) kit) Alkalinity (vi) Water balance

DecemberWhat 2013are the - Issue full chemical 8 names used on site for:- Page 24 of 30 - Chlorine ______- Acid 3D LEISURE - Training & Development Manual - Bromine - Alkali December 2013 - Issue 8 Page 25 of 30 ______3D LEISURE - Training & Development Manual 19. PLANT ROOM PROCEDURES

There are a number of potential hazards within the plant room. The following list needs to be reviewed in this area of training:- (a) Security and controlled access (b) Chemical storage (c) Equipment and electricity (d) Training on certain plant procedures (e) Use of PPE (f) Tasks identified as being only suitable for 2 staff to complete

Issues for Discussion and Training (a) Who is allowed in and when? When are checks made? Who holds the keys? (b) What chemicals are kept in there? How are they stored? Who orders them? What form do they come in? (c) What other equipment is in there? Is it electrical? How does it switch on and off? (d) Who completes the following procedures and when?:-  Backwashing  Cleaning the skimmer baskets  Cleaning the chlorine injector  Cleaning the balance tank  Filling of chemicals  Emptying the spa  Draining the steam room

(e) Brief the staff on PPE and its importance.

(f) Tasks not to be done by the ‘lone worker’

Training Exercise

Using your NOP’s, you need to run through all of the above and allocate jobs accordingly. You may want all your staff to complete tasks in the plant room, but you will want all your staff to know about troubleshooting daily problems.

Ask the following questions:-

(i) Name all the pool/plant chemicals used in your club?

(ii) Do you have to make/dilute any chemicals on delivery (eg. Dry acid). If so, for how long?

(iii) What is meant by PPE and what should be worn when dealing with chlorine?

(iv) What would be the effect of mixing acid with chlorine?

(v) Where do you get your chemicals from and who would you call with a plant room problem?

December 2013 - Issue 8 Page 26 of 30 ______3D LEISURE - Training & Development Manual 20. WATER CIRCULATION AND POLLUTION

Use the following training notes to brief staff on water pollution and circulation (the latter may be specific to your site).

Training Notes Pool water needs to be disinfected, cleaned (filtered) and heated to make it a safe environment for bathers.

The main form of pollution is from body lotions, deodorants, body fats etc, entering the water. This occupies the top six inches of water, accounting for 75% of the total pollution.

Pollutants are removed through filtration. Skimmers situated around the sides of the pool draw the surface off the water, while sumps in the pool floor pull water through underground piping, to be filtered in the plant room.

Water passes through filters in the plant room under high pressure. Any pollutants collect on the sand, the water is then disinfected (chlorine C1 and acid – HC1 are added) and it is heated to go back up to the pool.

Questions for Discussion (a) Talk through the filtration system in your plant room. (b) What are the main forms of pollution? (c) What is meant by the pH scale? (d) How does this affect the efficiency of chlorine? (e) What equipment is kept in your plant room? (f) How often do you need to check the plant room and what should you look for? (g) How often do we drain the spa? (h) What is the procedure for backwashing (if applicable)?

December 2013 - Issue 8 Page 27 of 30 ______3D LEISURE - Training & Development Manual 21. PRINCIPLES OF SAUNA'S, STEAM ROOMS, SUNBEDS AND SPA'S

These are specific to your site and you may have one or all of these facilities. Staff need to understand the principles behind safe usage and who should avoid certain areas and why. Use your NOP’s when discussing each facility.

Saunas You must ensure staff know the following: (a) How is the sauna switched on and off? (b) How heat is conducted and the theory behind heat transfer? (c) How to use it safely (time periods etc.). (d) What temperature is it kept at and what type of heat is it? (e) Contradictions to usage? (f) Regularity of changing coals (basic maintenance)?

Steam Rooms (a) How is yours switched on and off? (b) What is it made of and how does it work (thermostatic control)? (c) What temperature is it kept at and what type of heat is it? (d) Contradictions to usage? (e) How to drain/change steam kettle (basic maintenance)?

Spas (a) How is it switched on and off? (b) How to use it safely? (c) Contradictions to usage? (d) Maintenance issues (covered in part 17).

Sunbeds (a) Where are they located and how do they switch on and off? (b) Using the emergency cut off button. (c) How many tubes have they? What type are they? (d) Contradictions to usage? (e) Sunbed questionnaires – who completes, what the information they give tells you

NB: Any other issues regarding maintenance and safe tanning are covered in other sections/modules.

Training Exercise

Ask the staff the following questions:-

(i) Give 3 differences between saunas and steam rooms.

(ii) Who should avoid sauna usage (medical conditions)?

(iii) How do you change the steam generator / bottle (practical)?

(iv) What are the principles behind children using the sauna, steam rooms and spa bath?

(v) What type of sunbeds does your club have?

December 2013 - Issue 8 Page 28 of 30 ______3D LEISURE - Training & Development Manual 22. GENERAL CLUB MAINTENANCE

Your staff will need to be aware of routine maintenance that they may need to complete whilst on duty. Some hotels and corporate clients may provide maintenance. Staff may have to do some or all of these jobs and the extent of this support needs to be specified beforehand. Remaining maintenance should be backed up with full training listed via procedures in the NOP and EAP files. Great care and attention is required in this area, especially to Health & Safety procedures.

You may need to cover (according to your club’s facilities, services and maintenance support and contracts) the following areas:-

Bulb Changing  Ceiling lights  Wall fixtures  Underwater lights  Sunbed tubes

Equipment Maintenance  Gym kit – daily checks, greasing, oiling,  Lockers – fixing locks  Benching  Poolside fittings (handrails, general etc.)

De-scaling and General Operational Maintenance  Shower heads  Steam kettles  Putting up pictures/notices etc.

Training Notes: (a) Clarify all areas the staff will need to include in their own club maintenance. (b) Clarify health & safety procedures beforehand and give them full training according to your NOP’s. (c) Complete ‘dummy runs’ as far as is reasonably practicable for as many procedures as possible. Then you will:-  Demonstrate the maintenance with staff watching  Get them to repeat maintenance with you watching  Let them go on to doing the maintenance on their own. You then follow it up. Talk through any problems afterwards.

All maintenance should be recorded somewhere in the club either via a ‘Maintenance Record Book’ or filing system.

Emphasise that no staff should incur expenditure costs due to maintenance unless it has gone through the Club Manager.

Left for the member of staff to complete on their own, training on COSHH is imperative (more details in Module 2) as are good housekeeping techniques and staff to take pride in their work.

Get the staff to list what chemicals/equipment are required in what areas for:- (a) Toilets, sinks, mirrors and taps (b) Steam room and sauna floors (c) Cleaning herringbone matting (d) What PPE is required for the above

December 2013 - Issue 8 Page 29 of 30 ______3D LEISURE - Training & Development Manual 23. CLEANING AND JUNGLE RUNS

The cleaning/hygiene of your health club facility is the most important service that you can offer to the members. You must therefore, be very thorough in your training programme with all staff regarding cleaning and hygiene.

Every procedure regarding cleaning must be listed in your NOP file and staff must be made aware of the frequency and extent to which areas/equipment need to be cleaned.

Ensure You Cover The Following Areas:-  Changing room floors, toilets, sinks, showers and matting  Poolside surround, sauna, steam room and spa  Carpeted areas  Mirrored areas  Fitness equipment  Sunbeds  Other facilities

Procedures  What chemicals/equipment are required?  What PPE is required?  How often are all the areas cleaned?  What are the various procedures for each area?  What health & safety/COSHH warning is required?  How is cleaning monitored?  What are jungle runs?

Training Exercise

This is an area similar to maintenance which will need to be demonstrated, shadowed and then left for the member of staff to complete on their own.

Training on COSHH is imperative (you’ll find more details in module 2) as are good housekeeping techniques and staff to take pride in their work.

Get the staff to list what chemicals/equipment are required in what areas for:-

(i) Toilet, sinks, mirrors and taps

(ii) Cleaning herringbone matting

(iii) What PPE is required for the above?

December 2013 - Issue 8 Page 30 of 30 ______3D LEISURE - Training & Development Manual