TALKBACK everyone’s talking about . . .
clean clubs N
othing is more of a turn- off to exercisers than hair, old plasters or dirt from shoes, mixed with
water, on changing room fl oors. But unfortunately, in my experience, this isn’t unusual. Neither is chewing gum stuck on doors, dirty toilets, and sweaty gym equipment. According to Leisure-net Solutions,
cleanliness consistently ranks as one of the top three most important customer service attributes, alongside the equipment/facilities and friendliness of staff. It’s especially important in facilities with pools and spas, and in these facilities it is, unfortunately, quite
piers slater h2 club • founder
“F
or H2 Clubs, cleaning is the top priority and where I get most
involved. I recently discovered the cleaners hadn’t cleaned the fan in the bike shed, so I got up there and did it myself. Cleaning is so easy to get right, but so easy to let slip – and if it does you are cursed with that reputation. At many health clubs, people skip the
showers, but as part of our concept all of our members use them: we can have 300 people an hour using our 39 showers. They were therefore designed with maintenance in mind – we wanted them to stay looking shiny and clean. The showers have a drain in the middle and no curves, so they can be jet-washed. Meanwhile, our lockers are intentionally white so they look fresh – but they have to be cleaned daily. There are also curves everywhere to avoid dirt collecting in corners, and we used a composite floor rather than tiles because it’s easy to clean. Cleaning is by far our biggest bill. Currently we outsource
it, although this is frequently reviewed. Although it’s a straightforward job, it’s easy to cut corners, so we try to make the cleaners feel part of the team: we encourage them to use the facilities and hope this helps them take pride in their work.
”
kath hudson • journalist • health club management
It’s not the most glamorous of subjects or jobs, but it is vitally important for customer satisfaction. So, how do you make sure your club stays on top of cleaning?
often seen as a relative weakness. “Levels of cleanliness are what we call a basic or given, which means that members don’t really think about them while they’re in place,” says Leisure-net MD Mike Hill. “However, if you don’t deliver them, it will quickly cause high levels of dissatisfaction.” Hill says cleanliness is one of the
three Cs, which between them generate 90 per cent of complaints in a typical club or leisure centre: cleanliness, catering and car parking. Unfortunately cleaning is boring,
occasionally unpleasant and requires constant attention. So how can clubs make sure they keep on top of it?
Peter Barratt, technical manager
at Initial Washroom Solutions, says washrooms need to be checked constantly – not every few hours – and the appropriate waste disposal units need to be used so there is no excuse for leaving litter. The FIA recommends providing antiseptic sprays and wipes and actively encouraging members to take pride in keeping the club clean. The club design can make cleaning
easier, but most importantly a culture of cleaning needs to be created. But how is this done? Should all staff be given cleaning responsibilities? Should cleanliness be a KPI for all operators? We ask the experts...
DO YOU HAVE ANY TIPS FOR MAINTAINING A PRISTINE CLUB? EMAIL US:
HEALTHCLUB@LEISUREMEDIA.COM
stavros theodoulou zynk • managing director
“T
he key to keeping clubs clean is to get the space plan correct
at the design stage. Ensuring wet and dry crossover of traffic is reduced, or eliminated, is crucial. Locating WC facilities at the entrance to the changing rooms reduces the through traffic, as does locating the showers at the rear. For the dry changing area, the changing
space should have an anti-slip tile for wet barefoot traffic. However, if the texture of this tile is too abrasive it will collect dirt, so the correct specification is crucial. The showers can have a high slip rating, with a more textured tile. Vinyl flooring can be used in the rest of the shower area, but has less of a quality feel. These floors are generally cleaned by a machine which needs access, so avoid steps and tight corners. Showers also need a significant fall to a gulley to allow water to drain quickly. Eliminate any nooks and crannies, as hidden spaces and
shelves can be a dumping ground for litter. Wall finishes are important: use an eggshell or diamond paint finish that is easy to wipe down. Tiles are good for high traffic areas. Good ventilation is crucial to keep the space fresh. And, finally, the location of the cleaners’ stores will aid maintenance.
” 28 Read Health Club Management online
healthclubmanagement.co.uk/digital february 2012 © cybertrek 2012
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