SECTION 22 – COMMUNICATION

Without efficient communication our clubs and the company as a whole would be unable to function. A line of communication helps staff know who to speak to should they have any queries or concerns. By following the correct lines of communication a query or problem can be dealt with more quickly and efficiently.

Running a leisure club results in a lot of reporting procedures and can throw up a few unexpected obstacles as well, so it’s important that you know who to contact should the need arise.

As a company we are very open to communication from any employee to anyone else within the organisation. Below are details of lines of communication and details of what you should be contacting specific people for. As personnel changes on a regular basis we have used positions rather than names – please see latest site directories for contact details for each position.

22.1 Lines of Communication

  • Leisure attendants, gym instructors and therapists - Reportable to club manager and assistant/ ops manager
  • Assistant manager/ operations manager – Reportable to club manager
  • Club manager - Reportable to Hotel General Manager / Client Facilities Manager and 3d Regional Manager
  • Regional manager - Reportable to Operations Director
  • Operations director - Reportable to Managing Director
  • Managing director – Reports to the 3d Leisure Board

22.2 Phone use

  • Personal calls whether making or receiving them is strictly forbidden except in cases of emergency. Any personal calls should be made/taken only at break times and not in a public area of the club.
  • Mobile phones must remain switched off at all times whilst on duty and may only be switched on at break times if in a staff only area.
  • Failure to comply with any of the above could result in disciplinary action.
  • When answering the telephone you should use the company standard greeting of ‘Good morning, XXX health & leisure club, xxxx speaking, how may I help you’
  • If the phone rings for more than 5 rings you should follow the standard greeting with ‘sorry to keep you waiting’
  • Internal calls should be answered ‘good morning, leisure club, xxxx speaking’
  • If someone calls for a member of staff who is not available you should take a message (written) and put it in the appropriate persons in tray stating – who called, what day, what time, message and contact number

22.3Who to Contact

  • Hotel duty manager – The hotel DM should be kept updated of general day to day issues within the club on a daily basis by which ever member of the leisure club management team is on duty.
  • Hotel maintenance manager – Any dilapidations, regardless of how minor should be reported to the hotel maintenance manager on a daily basis. You should also contact them prior to making any call outs and whenever an external contractor visits the premises. A copy of the monthly dilapidations should also be copied to the hotel maintenance department.
  • Club manager – The first person a member of staff should report to and seek advice from regarding health & safety, personnel or operational issues.
  • Regional manager – The club manager should be in contact with their Regional Manager at least 3 times per week. If the club manager is not contactable for any reason and a member of the club staff has an issue that they would normally direct to their club manager then they should contact the Regional Manager.
  • Health & Safety Co-ordinator – The health & safety co-ordinator should be contacted regarding minor health & safety issues. There are many H&S reports which need sending to the H&S co-ordinator on a monthly basis (see reporting section 17)
  • Group operations director – In the absence of your Regional Manager and any other senior management you should contact the Group Operations Director. The Group Operations Director should always be contacted in the event of an incident or accident reportable to Health & Safety Executive/ Environmental Health Dept.
  • Finance Director – The Finance Director would primarily deal with finance and contract issues although in the event that your contract manager and the Operations Director are unavailable then please feel free to contact.
  • Group Communications Manager – The communications manager deals with all employee personnel records and also co-ordinates weekly and monthly membership reports.

Contact information for all 3d Leisure central resource staff are contained on the site directory. If in doubt then contact Peel House on 01252 732220.

22.3 Meetings

  • All meetings must be conducted in professional manner with an agenda must be prepared before hand
  • Try to organize meetings weekly to keep a good relationship with the hotel and to keep them updated on where the club is headed and any issues that has arisen
  • Minutes should be produced for all meetings and circulated to all attendees promptly

Managers Meetings

  • 3d Leisure meetings are held quarterly, dates are decided by the Operations Director and are informed to club managers via email and on previous meeting minutes.
  • Meeting agenda is emailed to all Club managers before meetings.
  • Dress wear must be smart to show a professional attitude NO jeans or T-shirts

December 2014 – Edition 4Page 1of 2

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3D LEISURE – Operations Manual