IMAGINE SPA MANAGEMENT

Staffing

All the staff would be employees of Imagine Spa Management and as such we would have full responsibility for wages and NI contributions. We will ensure staff are focussed on delivering the outcomes required as all our staff are employed on an incentive based payment structure.

Regional Management Support

An Imagine Senior Manger would be appointed to run the contract on a day to day basis. They would have a maximum of six other sites as part of their portfolio. The Regional Manager (RM) would be the direct line report for the Club Manager and would liaise with the company senior management on all aspects of club operation. The RM would be on site at least once a fortnight and would ensure the team were delivering the quality of service laid down by our service standards and club procedures. They would ensure the Manager was implementing and following the business plan and marketing plan, working documents which would be agreed and produced at the start of the year and signed off with the company senior management.

The RM would always be available to the staff to deal with issues and would get involved in all customer feedback including the handling of complaints or service failure issues. The RM is the first contact point for the company senior management and would be contactable via mobile phone and email.

Central Database – Single Customer View

Imagine Spa Management will provide the site with a licence to use the “Boost” single customer view database. This system collates all management, enquiry and resort customer information into one database view allowing for an online targeted marketing programme to be run at minimal cost. Within this service will be the design and management of a website including selling vouchers on line and generating on line enquiries and a monthly consumer e-zine.

We have also developed a specialised central booking system which will handle all incoming enquiries. The phone calls will be handled by specialist sales staff who will be familiar with the services provided and will be trained to “up-sell” spa experiences and maximise revenue opportunities through the way they schedule bookings.

We currently have over 25,000 people on our database who could all be potential Imagine customers and who we have the ability to email and market availability to of all “imagine” branded facilities. We will also produce regular Imagine offers and promotional campaigns. These will aid in the reduction of creative costs that may be incurred by the company for marketing campaigns. We will be able to supply the creative artwork which will then be placed in the media or printed by the appropriate local printer. We will also produce a series of e-zines and mailshots to be sent to members of other Fitness Express operated clubs to promote spa days.

Training

We operate a detailed staff training programme and Imagine Spa Management is a recognised “Investor in People”. We develop individual training plans for every member of our team, which is agreed with them at their appraisal. We also conduct a Training Needs Analysis at each of our clubs to ensure that the training we deliver achieves the objectives set for the individual team members.

We are proud of the training offered to our employees and believe that this is one of the key reasons for our high staff retention. Every member of our staff team received an average of 9.45 days training last year.

Uniform

All gym staff will be provided with a high quality branded uniform that includes:

• Polo shirt
• Sweat shirt
• Tracksuit bottoms
• Shorts
• Name badge

All beauty therapists and receptionists will be provided with a high quality branded uniform that includes:

• Tunic
• Tailored Trousers
• Name Badge

Health & Safety

Imagine Spa Management take full responsibility for the management of the Health & Safety within the Spa and Health Club. Imagine will produce the required Management Manual, COSHH Assessment and Risk Assessment.

We employ an industry expert on Health and Safety to ensure our management of this vital area meets required standards. He performs the following functions within our organisation:

• Validation of Health and Safety Management Manual
• Advice on health and safety issues, e.g. COSHH Regulations and Risk Assessment
• Staff training and development on Health and Safety Management
• Advice on new regulations
• Liaison with local EHO and other organisations on specific health and safety queries if necessary
• On-call advice on specific queries including an emergency paging facility

Insurance

Imagine Spa Management would provide insurance cover of £5 million for Public and £10 million for Employee Liability. We also have Professional Indemnity Insurance for bad advice claims. We would therefore take responsibility for all claims arising out of negligence, except those for structural defects of the building.

Medical Advisor

Imagine Spa Management employ a Medical Consultant to provide an advisory service on the design of exercise programmes where an individual declares any contra-indications to exercise. They will ensure we are providing sound advice and if necessary liaise with the client’s GP and consultants. This service has proved to be highly valued by our existing members.

Equipment Maintenance

Imagine Spa Management has a detailed maintenance programme for all health club and spa equipment and this will be carried out according to manufacturer guidelines and recorded. As a result of our buying power we have negotiated discounted maintenance contracts with equipment suppliers and we are proud of our record in this area. Most gym equipment is written off over five years but we have maintained equipment that is smart in appearance and in good working order for a period of ten years at one of our managed sites.

Spa Bookings and Membership Management

Imagine Spa Management will take full responsibility for the processing and collection of all membership payments the majority of which will be by direct debit. This will be collected from the members accounts directly into a bank account nominated by the proprietors. This is administered via a modem and we have negotiated exceptionally low bank charges for each collection. We will install a computer on site with a swipe card reader and issue members with a membership card which can be read by the swipe reader. The costs of the installation and the hardware and software will be met by Imagine. We have been a registered BACS bureau for over fifteen years and are regularly monitored to ensure we meet their stringent standards.

In addition a booking facility would manage the treatment and experience bookings for the spa which will help in maximising therapist revenue. The system would be fully installed and maintained at Imagine cost.

Equipment Purchase

Imagine has negotiated discounts on gym equipment and maintenance contracts with equipment suppliers. As a result of this we would be willing to help in the purchase of the spa equipment and help sourcing discounts on maintenance contracts.

Quality Assurance

Imagine is aware that success of any health club and spa facility is based on the delivery of a high quality of service providing the facility with a competitive edge. We will therefore be monitoring the service standards delivered within the club and will deliver the following quality assurance programmes:

• Detailed annual member survey (average response rate of 35%)
• E-Focus
• Monthly regional manager site visit
• Independent pool consultant audit of health and safety and plant room (one announced and one unannounced visit per year)
• Monthly mystery call to assess sales lead management
• Monthly calls to regular users to assess quality of service