So that we can start to build out a solid understanding of success we need to start looking at the four core areas of the concierge team - customer service, maintenance, cleanliness and communication.
As these four pillars of success stem from the concierge team we have decided to incorporate these into the team’s Key Performance Indicators (KPI’s).
Each month we will continue sending out our Monthly Members Survey which asks a group of members how they would rank each pillar of our business from 1-5 (5 being the best). From this survey we are then able to collate the data and compile an accurate idea of how we are progressing.
As a team, we want to make sure that this survey and its results are priority when we think about our day-to-day actions when working in the club.
Customer Service:
Customer service is the cornerstone of our concierge team's responsibilities. It encompasses all interactions with our members, focusing on delivering exceptional experiences. This includes greeting our members, addressing their inquiries promptly and courteously, assisting with scheduling personal training sessions, responding to emails and calls promptly, and providing informative tours to prospective members.
- Customer satisfaction scores
- Response time to inquiries
- Resolution time for issues
Maintenance:
Maintenance is crucial for ensuring that our club operates smoothly and safely. The concierge team plays a vital role in conducting regular checks and upkeep tasks throughout the club. This involves monitoring equipment functionality, cleanliness of the gym floor, studios, bathrooms, and locker, as well as ensuring that amenities like sanitisers, wipes, and bottles are adequately stocked. By maintaining our club meticulously, we can create a welcoming and comfortable environment for our members to enjoy.
- Percentage of maintenance requests resolved within timeframe
- Number of preventive maintenance tasks completed
Cleanliness:
Cleanliness is a fundamental aspect of our service standards, contributing to the overall health, safety, and satisfaction of our members. The concierge team is responsible for maintaining high standards of cleanliness throughout the club. This includes regular cleaning and sanitation of equipment, floors, surfaces, and amenities, as well as ensuring that towels are readily available and used appropriately. By upholding cleanliness as a priority, we promote a hygienic and inviting atmosphere for our members.
- Cleanliness ratings from inspections
- Frequency of cleaning tasks completed
Communication:
Effective communication is essential for fostering strong relationships with our members and ensuring smooth operations within our team. The concierge team prioritises clear and timely communication in all aspects of their work. This involves actively listening to members' needs and concerns, providing accurate information and assistance, and collaborating efficiently with colleagues to address any issues or tasks. By maintaining open and transparent communication, we enhance the overall experience and cohesion within our club’s community.
- Response time to internal and external communication
- Clarity and effectiveness of communication