Membercare. Training THE CLEANING WAYS OF WORKING

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Leona Kelly
5 years ago
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live happily ever active Membercare Training We want nothing more than to support you in becoming the most loved Membercare Assistants in the world. Have you completed the following training?

1 live happily ever active Membercare Training We want nothing more than to support you in becoming the most loved Membercare Assistants in the world. Have you completed the following training? (Please see your line manager if you answer no to any of the below) The Guide to E Learning Y N How to Deliver Service the VA Way Y N How to deliver the Virgin Active Standard Y N How to be Safe in an Emergency Y N How to be Safe Around the Club Y N How to be a Membercare Assistant Y N THE CLEANING WAYS OF WORKING What are the Cleaning Ways of Working Why do we need the Cleaning Ways of Working? Where are the Cleaning ways of Working kept?

2 What do the codes mean on each page of the Cleaning Ways of Working? Where else would you find these codes? What are the 6 steps to completing any task in the Cleaning Ways of Working? Where will you find the equipment and chemicals that will be needed to complete tasks for the Cleaning Ways of Working?

3 People YOUR ROTA Who completes your rota? Where is the rota displayed? How often is the rota updated? What should you do if you cannot do the hours outlined on the rota? When will you be paid? Further Work: Sit with your line manager and go through the rota to discuss and raise any questions you may have. (Yes I ve done it!)

4 Brand Standards It s very important to us that our members feel comfortable and at home, our clubs are clean and tidy, the facilities are working properly, and represent the Virgin brand. UNIFORM What is your Uniform Brand Standard? Where do you wear your name badge? How should your hair be kept? What jewellery are you allowed to wear? DAILY TASK SHEETS Where are the Daily Task Sheets kept? What are the task codes outlined on the Daily Task Sheets? (Hint: You may have covered this earlier in the booklet.) What are the 6 steps for completing any task on the Daily Task Sheet?:

5 Why is it important to try and complete a task at the specified time outlined on the Daily Task Sheet? What would you do if you need to complete a task that is not outlined on the Daily Task Sheet? FIX IT Have you noticed anything not working as you have walked around the club? What should you do if you find something not working? THE BRAND STANDARD AUDIT How often is the is the Brand Standard Audit completed at your club? Further Work: Ask your Line Manager for a blank copy of the Brand Standard Audit for the Locker Rooms.Try to score the department yourself (remember it s always an all or nothing score!). When you have completed the score check how you did versus the last audit completed at your club. (Yes I ve done it!) STORE CUPBOARDS How many store cupboards do you have in your club?

6 Where are they located? What are the codes for the doors or where are the keys kept? How should the store cupboard look at all times?

7 Safety We never compromise the safety of our staff or our members. If you are not sure about completing a task always ask your Line Manager or Service Manager prior to competing a task. What would you do if you discovered a fire within the club? HAZARDOUS SUBSTANCES It may not be the catchiest name but what we do is absolutely essential to the safe running of our clubs. We use potentially harmful chemicals every day, for a multitude of purposes, but we adhere to the following safety rules to avoid potential risks to our staff and our members. TOP 10 SAFETY RULES 1. Follow the new Introducing a new substance flow chart in the Hazardous Substances policy before introducing any new substance into your site. 2. Only buy from an approved supplier, never from supermarkets or stores that have not been approved. 3. Never mix chemicals; it is dangerous, and harmful vapours may be produced. 4. Keep chemicals in their original containers, never decant them into unlabelled containers. 5. Wear personal protective equipment (PPE) if you are required to do so. 6. In a First Aid situation involving chemicals, always provide the label or data sheet to medical services. 7. Use chemicals in accordance with the guidelines provided in the COSHH Risk Assessment and Material Safety Data Sheet. 8. Always read the instructions on the label and use the chemical as directed. 9. Report any spills, defective containers, or any other chemical issues to the Services Manager or Building Services Manager. 10. Remember, safety is your first priority! Do not put yourself and others at risk by using a chemical incorrectly.

8 RADIO What is the purpose of having a radio? What do the following codes mean? Code 99: Code 100: Code 1: Code Nemo: What will you do if you hear any of the above codes announced over the radio or tannoy? Code 99: Code 100: Code 1: Code Nemo:

9 Service This is something we pride ourselves in. Delivering excellent customer service can mean so many different things, it could even just be having a big smile on your face each day. THOU SHALT / THOUGH SHALT NOT What are your Thou Shalts? What are your Though Shalt Nots? SCRUMS What is a Scrum and why do we do it? Where are the Scrums held? How often are Scrums held? Who attends? What is discussed?

10 DEEP DIVE SURVEY What is the Deep Dive Survey? How often is the Deep Dive Survey Completed? Further Work: Discuss the last Deep Dive Survey with your Line Manager. (Yes I ve done it!) IPAD FEEDBACK Where is the ipad located? Why do we need to understand what the members are saying? What are the top 3 service issues at the club at the moment?

11 Procedures There is a lot to know, but once you ve got it, you ll never lose it. Procedures are there so that everyone knows what is happening. Some common procedures are on the next few pages. OPENING PROCEDURES What is the first thing you are expected to do when your shift begins? How do you enter the club when arriving first thing in the morning? (Do not write any codes down here). How much time do you have to do your opening checks before your club opens? TOWEL DELIVERIES AND LOG When do towels get delivered to your club? Who should you give the towel delivery note to? How many cages should you expect?

12 STOCK CONTROL How many packs of blue centrefeed roll do you currently have in the club? How much hair and body wash do you have in stock? What is the procedure for ordering supplies? CLOSING PROCEDURE How many fire exits do you have in your locker room? How empty do the shower gel dispensers need to be before you should fill them again? When is it appropriate for you to leave the changing rooms for the night? How many people are required to be present when closing the club? List the key responsibilities/jobs of a Membercare Assistant before closing the club?

To manage the member experience, ensuring that all members receive the highest levels of service at all times.

To manage the member experience, ensuring that all members receive the highest levels of service at all times. Job title: Reporting to: Department: Hours of work: Service Manager (full-time) General Manager / Assistant General Manager Operations Your hours of work will be as per your contract of employment. A *full