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Hotel Facilities Management by Leisure Connection

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WORK

We will take care of everything


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Introducing Leisure Connection At Leisure Connection...

What this means for you...

We are passionate about supporting our clients: exceeding expectations and introducing innovative ways in which to manage their Health and Leisure Facilities.

We shall embrace your brand standards and, through the most innovative investment, deliver a de-risked facility that enhances your guest experience, and leads to improved revenue returns for your hotel.

We will take care of everything.

By opting to outsource leisure facilities, hotel owners can actively drive revenue through the door. In fact, since 2010, we have increased the leisure revenue of our Carlson Rezidor Hotel portfolio by an impressive 35%. Leisure Connection – working in partnership with leading hotel brands across the UK, to enhance guest experience, increase membership and revenue.


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We are experts in providing comprehensive solutions to managing hotel health & leisure facilities – transferring both the risks and stresses of managing the facility in-house.


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1991

Leisure Connection established

1994

Awarded contract for BP’s corporate leisure facility at Sunbury – retaining to this day

2007

Wyboston Harpers in the Top 3 Private Club of the Year (2500+ members)

2008

Partners in Sport Facilities Management Award - Winner Leisure Report CSR Award - Winner

2009

Fitness Industry Association Future of the Flame Winner

The Company With over 20 years’ experience in managing gyms, swimming pools, and wider Health & Leisure facilities, we have the stability, expertise, and pedigree to service your hotel’s facilities. We believe in service - Outstanding Service – and we understand that achievement of this is contingent upon every element running smoothly, efficiently, and professionally: from exceptionally wellmaintained facilities, to exceptionally well-trained staff.

Achieved Carbon Trust Standard Accreditation

Client of the Year Low Carbon Performance Award Winner

We have specialist expertise in the outsource conversion of Hotel Health & Leisure facilities. Our relatively recent diversification has been remarkably successful, and our performance in the Hotel sector to date has set a strong foundation for future hotel partnerships.

2010

Champion of the Year in the Hospitality Assured Awards Hotels & Private Management Division created

2011

Flame Award Finalist Preferred Operator for Rezidor Park Inn & Radisson Blu leisure facilities

2012

Five winners of Quest Awards Four Flame Award Finalists


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Our exceptional Customer Service ethos means we actively invite feedback, and respond to all customer communication within our ‘We are Listening’ platform.

Why work with us? An intelligent and responsible partner Outsourcing to Leisure Connection Hotel & Private Management offers a stress-free alternative to managing your hotel’s leisure space. Our extensive and comprehensive facility management and staffing programmes promise quality leisure facilities that enhance hotel guest experience and increase membership sales.

That said, we never presume to know a client’s needs. Rather, we listen to our clients and adopt a very flexible approach to meeting their requirements – tailoring our solution accordingly. Therefore, our solution for your hotel will be entirely ‘needs based’: we do not subscribe to ‘one size fits all’.

Our expertise is two-fold: we are the market leader in Leisure Facilities Management – and we understand what is important to hotels. We appreciate the importance of Guest Experience and brand standard preservation – and the requirement for all hotel ventures to positively impact on your business metrics.

We understand that improving guests’ experience and looking after their well-being are essential, given the hectic lives of corporate guests and families alike. And that a very accessible, expertly managed gym is key for business and leisure clientele, alike.

Whatever we do in your hotel will be consistent with your brand standards, and we shall ensure that your leisure facility is an extension of the hotel service – not a separate entity. Furthermore, with Leisure Connection’s expertise, you can rest assured that your Health & Leisure facilities are compliant with industry standards and government legislation. Everything we do is geared to improving the business metrics of guest experience and revenue.


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The investment we made into one of our Park Inn portfolio hotels resulted in the facility’s direct debit run almost doubling in value, within 10 months, and an increase in membership of 30%.

Why Work With Us? Commercial & Operational benefits for your Hotel We shall invest in the fabric, staff, and equipment within your Hotel. We undertake a comprehensive survey of the fitness environment and invest in whatever is needed to bring the facility to the requisite standard, in keeping with your brand. We have the financial strength of private equity backing and can invest immediately in such areas – only redeeming that investment over time. You will have options on the equipment we install, and a say in the facility branding – it will all be entirely befitting of your hotel. We are the ideal partner with whom to share your Reliability and Maintainability risks. Through our PPM scheduling, 24/7 Technical Support Line,

and our expert team of engineers, your position will be de-risked: maintenance issues logged are responded to within 48 working hours, with a 97% first fix success rate on fitness equipment. From our state-of-the-art gym equipment, to our industry-leading market intelligence gathering, not only do we enhance the guest experience, we capitalize on the local demographic, increasing gym membership and footfall into your hotel, thus introducing additional spend. Furthermore, as the facility’s membership and revenue increase, we can tailor a risk-reward mechanism with you. We work tirelessly and proactively to keep your members once we get them. Many of our staff training initiatives are to this end; therefore, it is no fluke that our retention is so high - 33% higher, in

fact, than the norm. Our research-based intelligent induction programme is pivotal in securing membership past the first critical 6-week period, as we know that, statistically, more members drop out during this time. Our purposeful approach to member retention means that you derive better value for money from a Leisure Connection outsource programme. Through seamless management, we shall increase membership, revenue, and profitability - all delivered and driven by a team of leading industry specialists, with no financial risk to your hotel.


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Of members recently surveyed across our sites, 85% indicated they would recommend joining the gym to a friend or family member, 75% rated the facility 8 out of 10, or higher, and 85% stated their visit today had been ‘Good’ or better.

A focus on well-being Our primary expertise is in managing the wellbeing of your guests. We are the company with exceptionally well-qualified instructors and the most personable and welcoming staff, who will encourage your guests to use and enjoy your hotel’s gym facilities.

Your guests will benefit from familiar staff and regular instructors, which means continuity of care and bespoke, closely monitored training programmes. Guests will be known by name and afforded a very warm welcome, thus providing a seamless link from Reception to Gym.

That our staff retention rate is significantly higher than the industry norm is a testament to the value we place on our colleagues. Such minimal attrition, in turn, means that we can invest in our staff, and provide an exceptional experience to all guests, in a caring environment to which guests will return time and again.

We shall ensure that your guests remain our absolute priority, while enhancing your brand proposition. This will release you to focus on managing your core business, in the confidence that we have your leisure facilities covered. Our commitment to investing in our people will lead to exceptional care and attention being provided by our staff

“I have always fought with depression... I really wanted to kick the reliance on prescription medication. My GP referred me... and I was put in touch with a specialist trainer who designed a personal plan. What a difference it has made...I work out four times a week... and have ceased my reliance on prescription medication.”


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“I can’t believe how fantastic the personal training team is. I always thought personal training was too expensive and not for me – how wrong I was. I can’t imagine working out without my PT now.”

Why work with us? What we mean to your guests Your guests will benefit from bespoke health and fitness programmes, as we recognise that everyone is different. This personal treatment will assist the hotel in ensuring that every guest is made to feel special. Not only will we invest in and actively improve the Leisure environment for guests, we shall devise ways in which to encourage your guests to make use of and enjoy the fitness facility.

We shall design courtesy cards to display in your guestrooms. These will extend a warm welcome, briefly outline the hotel health and leisure facilities, and invite guests to refer to the Hotel Room Directory for further information. Along with the other facilities and treatments offered, the fitness suite will be well documented in the Directory. Included will be clear and welcoming guidance that will serve to both invite and disinhibit, through detailed information on how everything works.

Complementing your Service… Amongst numerous options, we could provide a swimwear concession in the fitness facility, for the convenience of your guests. … or Extending your Full Service Offer We can offer exciting opportunities to broaden your guest service provision, through spa services, nail bars etc. – elements we are proficient in introducing into a variety of environments Your guests will be welcomed into a fully integrated Health & Leisure facility that will enhance their stay with you.


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One member, making 3 visits to your hotel’s health & leisure facility, constitutes 156 opportunities per year to sell your hotel services

“The continued investment and expertise provided by Hotel & Facilities Management by Leisure Connection, in conjunction with the Hotel, Park Inn Harlow, is having a positive impact on the Health Club facility. They have actively engaged the community with marketing initiatives, leading to a significant increase in club members. We look forward to a continued partnership with Hotel & Facilities Management by Leisure Connection to drive club member & guest satisfaction.” Kieron Golding General Manager, Park Inn Harlow

Collaborative Marketing We shall work closely with your Marketing teams: supporting all your marketing campaigns and enhancing whatever events are hosted by your Hotel. Our approach to marketing focuses on strategy – not the process itself. Using advanced Leisure software, we have the ability to analyse data and generate full Mosaic profiles of members and non-members within the local area. We then have the acumen to use this assessment to advise you on how to optimise your marketing and maximise your membership.

We shall liaise with your hotel with regard to the annual marketing plan and, together, devise a ‘Campaign Calendar’ for the forthcoming year. The Calendar will be planned for, and adhered to throughout the year – but always with the flexibility to accommodate short-notice events. Our dedicated Hotel & Facilities Sales & Marketing Manager will serve as Communications Coordinator, and we shall send out details of upcoming events to all the gym members.

We will design all internal and external marketing to best retain and promote your hotel brand. Alternatively, we can deliver bespoke branding for your hotel, by creating the right image and marketing to best suit your environment. For example, we have designed and developed new health and leisure facilities brands to best support each of the Park Inn and Radisson Blu brands within our Carlson Rezidor portfolio. Enhancing the hotel’s profile and revenue, through collaborative and purposeful marketing


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“The Swim School instructors are second to none. They have taught all my children to swim and now they’re teaching me... At 45, I didn’t think I’d ever swim a width, let alone...what I can now achieve.”

Over 15% of our staff have been with us for more than 5 years Over 11% have been with us for more than 10 years

Why work with us? Industry-leading Training Development Our approach to training is both innovative and committed. We are constantly invigorating and diversifying the programmes we provide, to ensure a positive trend in our staff retention. Our teams complete many of their developmental courses on line: minimising downtime, and ensuring that they remain close to your members. In addition, we secured the only direct Skills Funding Agency contract in the industry, of just under £1½ million, to deliver an apprenticeship and NVQ programme – with 374 colleagues benefitting, last year.

The well-being of guests depends upon them feeling comfortable, safe, and in the hands of professionals within your leisure facility. All instructors recruited are qualified to Level 2, as a minimum, and are enrolled on our Lifetime Training Scheme to ensure continued professional development. We ensure that there is always a First Aid at Work qualified individual, or Emergency Responder lifeguard, on duty at all times. We are known for valuing and developing our staff, and are absolutely committed to succession planning. People coming into the Leisure industry can see that they have a bright future with us.

We foster a sense of community and commitment among our staff, which translates into superior standards of service. Leisure Connection colleagues are the best trained in the industry – this is why we can guarantee that your members will receive an outstanding service, in keeping with your brand standards


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Joe was given a work placement with Leisure Connection... “I was amazed at how fast my knowledge and confidence grew... Learning on the job alongside other trainers and instructors was perfect... when I passed my Level 2... I was ready for the working world.” The leisure centre offered him a full-time position as a fitness coach earlier this year. Daily Mirror 02.02.12

Comprehensive Management Information and Reporting Our approach to MI production and reporting is both client-centric and innovative. We have robust systems and processes for all our reporting elements. The ‘Leisure Connection Quality Management System’ controls all procedures and protocol – and any MI produced is unique to your hotel and/or group. Once we have ascertained your MI drivers, we can report against these criteria – and generate hotel or group-wide data. Quite simply, you can readily assess whatever elements are important to your business. As a matter of course, a leading Front of House software package is also implemented in each of our contracts. This has proven ability as a

‘one stop shop’ for the management of any fitness-specific operation. The package delivers significant levels of information that may not be currently available to you, including direct debit management, till operation, member-profiling reports, sales prospecting management, bookings, and income management. The product is also web-based, which offers access 24-7 from any location. This enables us to ensure that all performance against KPIs is readily available on one platform, at any given time. In addition, the system will generate any report required on usage, dwell time, demographic profiling of members and area, joiners, leavers, etc. Furthermore, due to the sophisticated nature of our Management software,

the majority of MI generation and reporting can be bespoke to your hotel. This information is invaluable and can be used to inform many aspects of our enhanced service delivery: from e-marketing, membership referral campaigns, and community development projects, the potential impact of its inclusion is profound. Our fully transparent, industry-leading systems and processes reduce risk, increase control, and improve performance against your business metrics


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“The handover and mobilization of the health club operation across to Leisure Connection was seamless, with every aspect covered and no stone left unturned. The club was refurbished and opened on time with zero disruption to the hotel, whilst 100% of the team transferred across. The new club is a fantastic asset to the hotel and membership has increased significantly in the initial 9 months of the partnership.” Richard Moore Area Vice President for Carlson Rezidor

Getting the Basics Right Expert Mobilizations… We are fully aware of the importance of a seamless mobilisation – particularly in environments such as hotels, where the guest experience must be consistently good – 24/7. We have one of the most meticulous mobilization schemes in the industry, whereby our approach is comprehensive, considered, and totally flexible. Our collaborative style ensures maximum future benefit, with minimal disruption. Once the provisional plan is drawn up, we consult with members of every discipline – HR, Marketing, H&S – until we arrive at the final draft. Even then, as we recognise that each environment is entirely unique, should any changes be necessary, we adapt our mobilization plan accordingly.

As comprehensive as our mobilization planning is, often it is not the plan itself that defines the mobilization: it is how we react to the unexpected. Although we try to plan for every eventuality, there is always some new challenge that presents itself. We consider the issue carefully, respond with efficacy, and have the knowledge and experience to know that our response will pull the programme ‘back on track’. In the last 18 months, we have successfully mobilised 11 new hotels. With over 200 years’ collective senior management industry experience, we can confidently proclaim ourselves experts: offering the lowest ‘risk of change’ and the highest potential for success


13 In partnership with WheelPower, the national charity for Wheelchair Sport, we manage the National Centre for Disability Sport at Stoke Mandeville Stadium – the birthplace of the Paralympics. Spurred by recent high profile events and a decade-long change in attitudes, all inclusive sport take-up has increased significantly, with public and private investment facilitating greater awareness and participation. As part of Leisure Connection’s commitment to the community, we instigated the Stoke Mandeville Institution for Sport Education (SMISE), a partnership involving many notable entities, including WheelPower and the English Federation of Disability Sport. SMISE was created to deliver against a number of KPIs, including ‘empowering disabled people to play an active role in sport and physical activity as coaches, leaders, officials and volunteers’. As a key partner to SMISE, Leisure Connection has taken a leading role, particularly in fostering local community relations, and promoting the value of sport to, and for, disabled people. Our engagement has promoted better local awareness and has undoubtedly been a significant contributing factor to the ongoing success of the Stadium. The increase in footfall – to almost half a million visitors – is a testament to the facility’s success

A Caring & Responsible Company to Partner Corporate Social Responsibility In line with the caring ethos of our organisation, our dedication to CSR is absolutely sincere. This commitment is unequivocal, and our participation in the community is celebrated at many of our sites across the UK. Stoke Mandeville Stadium is just one illustration of our whole-hearted commitment to CSR. ‘Consistency and co-ordination with the community’ is our philosophy to social responsibility – and is one that we shall integrate with that of your hotel brand, as appropriate.


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Leisure Connection were the first site in the UK to install poolside LED lighting - at their Stoke Mandeville facility, in 2011

Over the past 3 years, we have reduced our Carbon Footprint by 37% and over last year saved enough energy to power 400 homes

A Caring & Responsible Company to Partner The environment We have an ongoing strategy to effectively control and reduce energy costs, and are committed to reducing CO2 and energy usage. Since 2008, energy consumption has been reduced by over 35%, on a like for like basis. This has been achieved through significant team member engagement, to change the hearts and minds of those who operate our facilities every day. These cultural and behavioural changes have delivered over half of the savings made, whilst since 2011, over £1.5 million has been invested in energy reducing technology.

Our endeavours were rewarded in October 2011 when Leisure Connection was ranked as the highest placed Leisure Operator in the inaugural Carbon Reduction Commitment league table. This initial success was followed by ‘Client of the Year’ in the CIBSE Low Carbon Achievement Rewards for our commitment and results within the National Skill Development Corporation contract. We are fully committed to the government Carbon Reduction Commitment legislation, having achieved Carbon Trust Standard accreditation across our estate. In 2013, we plan to deliver a further investment of £500,000 in Carbon Reduction Technology.

We always operate responsibly, so we are committed to minimising our environmental impact within your hotel and will support you in all your ‘green’ initiatives


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As part of an ongoing investment programme, Pool Covers have been introduced into our facilities – they can reduce Pool Hall energy consumption by 20%!

Complete Flexibility And finally... Should you not wish to outsource your hotel’s leisure facility, fully, we can offer intelligent and practical service solutions through a consultancy arrangement. We are experts in the field of health & leisure, and are proud of the services we deliver; our rapid growth is a testament to the excellent work we are doing. The uniqueness of your hotel is important to us and we shall invest ourselves in achieving your objectives. We can be as flexible as you need us to be!

We would be delighted to work with you – to align ourselves with your brand, and be part of the future of your hotel. From outstanding facilities and expert management, to exceptional staff and flexible solutions – we will take care of everything

Our people work hard to achieve outstanding results for our clients and their guests. We do not simply invest in the fabric of hotel leisure facilities; we also invest time and care in ensuring that our service is of an exceptional quality, and that we preserve the integrity of the hotel brand. I believe this commitment to quality service has been a fundamental factor in our success over the past two years: we consistently have a positive impact on our clients’ business metrics – enhancing guest experience and improving revenue.” Julian Nicholls Chairman


Hotel & Facilities Management by Leisure Connection