Staff Awards 2020-2022 Newsletter

Our This year’s awards were themed as ‘Dancing on Ice’ and everybody made the effort to dress to impress! Our Senior Leadership Team faced the new theme head on and with coaching from this year’s Dancing on Ice Celebrity and partner (Mollie Gallagher and Sylvain Longchambon), and we think they did alright... https://youtu.be/7n6Nw2_hwJk

The night began with a glass of bubbly on arrival, and it wasn’t long before the awards got underway. Drinks and canapes at half time were enjoyed by all and the cheers for the winners just got louder and louder. As the awards themselves came to an end and the grand prize raffle completed, the party continued for the rest of the evening with a full dance floor until the curtains came down at 12.30am. An amazing night, please take a look through our special one-off insight addition.

A big thank you to Heather Gaulton who took lead with her team Morgan Gardner and Leonie Welford for organising and putting together this amazing night, without you, and your talent and time the staff awards would not have happened. The feedback following the night shows that truly everyone had a wonderful night. Until the next time...

WINNERS

Customer at the Heart Award

This award showcases where an individual of Trafford Leisure has truly put the customer at the forefront of thinking and/or delivery. These nominees really show the best of where customers have been listened to and responded to thoughtfully, where we have really connected emotionally to our customer(s) or maybe where we have provided a surprise and delight moment.

The nominees were:

The Customer Hub Team (Christopher Marsh/Diane Senescall/Alison Dowson/Brenda McCann/Callum Scott/Shonagh Strachan). Taking service previously delivered face to face to over the phone/digital is not easy, but for this team they have demonstrated how great service can be provided, still personal and friendly but in a different way. The Hub always gives 100% to our customers and continue to go the extra mile. Always positive and drive the business. Throughout challenging times they remain upbeat and positive, ensuring customers are spoken to in a timely manner.

Earlyn Stoddart - Kids Leisure Attendant at Stretford Sports Village

Since returning after covid Earlyn has helped our tiny ted sessions once again. With new energy and ideas, and with every session she sings her heart out with the kids. The adults/parents say this is the best part of the session. Going one step further, Earlyn has started learning sign language to help engage with our children with a hearing disability.

James West - Club & Membership Relationship Officer at Altrincham Golf Course

It’s been a challenging few year for James but you would never know it. I have never seen James not have a smile and a warm greeting for our customers, it can be minus degrees, raining, snowing, flooding – you name it we feel all the elements but James – just warmth and great customer experience.

Matthew Memory - Lifeguard & Leisure Assistant at Sale Leisure Centre

Matthew is enthusiastic and a pleasure to work with and putting the customer first just seems so natural for him. Just before ALC closure, Matthew went out of his way to help an elderly gentleman from Alt Golf to ALC and arranged for him to go home. Nothings to much trouble to ensure the customer is happy.

Nathan Fleury - Senior Leisure Assistant at Sale Leisure Centre

Nathan is a shining example of customer service setting an example to all. He goes above and beyond for every customer treating everyone individually but fairly. Customers actually go out of their way to tell you about Nathan, helpful, approachable, always smiling and willing to help. He has the best customer service of anyone, he is polite and respectful, making sure he has done his upmost to help the customer with any enquiry they have. He will go out of his way to show them anything they ask and never make them feel rushed or a burden. When it comes to customer care, I can confidently say I have never worked or met anyone who is so polite and well-mannered to our customers as Nathan is.

TEAM MOVE URMSTON

Customer at the Heart Award

A warm welcome and smile is what every customer gets when they walk in or walk out of move Urmston.

The happiness of the customer is at the forefront of everything. We get to know our customers, take an interest and every member of staff is committed to helping the customer achieve their goals and enjoy their visits. I am so proud to work as part of the team at Urmston. Don’t just take our word for it, with an NPS score of x last year it shows what our customers think and as a team we will properly listen to the feedback and suggestions continuing to improve.

The Winner that has exceeded our customer expectation and helped Trafford Leisure be set aside from our competitors. They have made their mark in an incredibly positive way and have gone above and beyond what was expected.

Solution Superstar Award

This award showcases where an individual or team of Trafford Leisure people has simplified our business, creating ways of working that enable our people to be focussed on what matters the most – our customers! This individual or group of people may have made our processes easier, driven improvement in an area of the business or delivered the highest standards of quality, safety or compliance.

The nominees were:

Annette Cannon - Systems Development & Support Manager at Head Office

Always quick to reply and support in all aspects. Ensure I understand processes so I can work more effectively in the future. I am better at my job because of Annette.

Annette has supported us massively in many ways whether that be providing us with data to support business growth or even working after hours/days off to make sure our systems are working correctly, finding creative ways to allow operations to run smoothly. I find Annette so knowledgeable, and solution focused; I can call her anytime and she is always happy to help, she goes above and beyond to help keep our leisure centres running.

Brian Wright - Senior Leisure Assistant at Stretford Sports Village

Brian has continued to excel in his job role, I’ve never met anyone with a mind like Brian’s! In a good way! He regularly comes up with simple solutions to problems that affect both customers and staff. These helps streamline things and create a better customer experience and help staff too. The solutions that he comes up with can be organising where equipment is setup/stored, suggesting changing pool times etc. If anyone needs advice or help, they go to Brian.

Nicky

Lowe - Swim Will Manager at Sale Leisure Centre

You certainly need to be solution focussed when it came to solutions need for moving over 2000 swimmers and parents. Nicky has worked tirelessly to come up with the solution to transfer the whole swim programme from Altrincham to Sale during the transition. And to work with both the staff and customers to make sure this happened as seamlessly as possible. Nicky also let us see where we could use existing changing facilities at Sale for the Altrincham customers saving us time and money having to create a new entrance and hire extra cabins. Excellent solutions all round. Nicky is never phased by anything. Real can-do solutions focussed person.

Rachel Brindley - Health & Fitness Instructor at Stretford Sports Village

Rachel continually supports the leisure manager in the running of the Stretford Talbot especially as the football season begins and we have a larger than normal amount of enquiries. Everyone’s football team is the most important! With face-to-face conversations and phone calls made going above and beyond. Rachel simplified the bookings and has a great approach in ensuring our customers receive high standards. She never shies away from chasing debt, creative in her approach. Thank you Rachel.

Stephen Darroch - Assistant Manager at Sale Leisure Centre

Stephen is an absolute shiny star. His work ethic is unquestionable, no job is too big or too small. Over the past year he stepped up to assistant manager at sale to cover illness, he happily took the reins on football development and made it his own very quickly, engaging the teams and making lots of headway financially. The processes he has put in place for this area of the business are robust and can easily be passed over to anyone taking on this role in the future. When the Swimwell Manager handed in his notice, Stephen stepped in and took on one of the biggest changes that has happened to our programme. Stephen is unphased by change and works when needed to drive the business and creates practical and tangible solutions for the greater good.

WINNER

JOSH STEADMAN

Solution Superstar Award

It has been a pleasure watching his personal and professional growth. Josh has shined during the budget process, as his manager I had to lean on him when I was off sick, he didn’t question or complain about his extra workload and stepped in and supported the FD Emma throughout the process. All who have worked with Josh during this process have personally thanked him and highlighted to me as his manager how approachable and helpful he is.

Now working independently with several external partners, collating & presenting reports and data in a way we had not done previously, including the development of a utility dashboard for the GM’s.

Junior Financial Planning Analyst Support Office

WINNERS

Innovation Award

This award showcases where an individual or team of Trafford Leisure people has truly used imagination, being creative in discovering new ideas and solution and helped bring about change. This individual or team of people has really challenged the status quo.

Alpha Partington Team (Carrington) (Amie Wood/Lia Guite/Nic Payne/Mark Drummond/Noel Caulfield/Craig McNeil/Ian Venables)

No access to Carrington, not a problem for this team. Committed to making a difference, they come up with innovative and creative ideas on how to help the children with their different needs and abilities. Using different equipment pairing with different teachers and children so they all get the best out of the lessons

Carly Heselwood - Health & Wellbeing Manager at The Support Office

Robotic Automation or ‘Bots’ that’s the path Trafford Leisure are daring to go and Carly has immersed herself & single handily driving this new technology forward, even though this is her first year and this is completely new for her. This technology will transform the way in which key stakeholders including the NHS, local authorities -across GM - & leisure providers collaboratively work together to improve people’s health. Carly had worked tirelessly, coordinating multiple organisations- some in different countries & time zones - to get this new tech up & running.

Chris Marsh - Customer Experience Manager at The Customer Hub

FACEBOOK CLASSES

Chris has helped to make a difference to our team, changing the tools available but actually it has changed the wider business. When Chris joined the business 10 months ago one of his tasks was to bring the NPS process in house. He was the first person in Trafford Leisure to use Microsoft forms to collate instant customer feedback. On the back of this success, we now use this across the business, in fact this nomination process for staff awards is off the back of Chris’s innovation. Chris is constantly looking at the 360 package to see how he can make processes easier for his team, he has created dashboards and quick links in a dynamic format to help his team access correct information quickly.

Dane Moreland - Senior Leisure Assistant at Stretford Sports Village

Dane is a young, dynamic and forward-thinking individual. He has really shone since we returned after covid demonstrating great leadership as a DM and innovation in his approach to day-to-day situations. When Dane is on shift you never have to worry about anything because his DNA is about solutions and not problems, if something hadn’t been done, he’ll sort it.

Duncan Cheslett - Assistant Greenkeeper at Altrincham Golf Course

Positive and a can-do attitude Duncan has been a great addition to the Golf Team. Working with colleagues he used his skills and experienced before joining TL to create a workshop in one of the old barns and also stepped in during the Christmas period to creatively move change cubicles from Altrincham to Sale Leisure Centre. I look forward to seeing what other innovative and creative solutions Duncan can create.

Innovation Award

With Heather Gaulton’s innovation at the start of the first lockdown in 2020, Heather came up with the idea to quickly keep our customers and potential customers engaged and help keep our community moving. Heather organised for a team to deliver classes from their home by going live on Facebook with a live workout plan for the team to get involved in.

The instructors (Pete Lockwood, Tracey Davenport, Lisa Middleton, Jonathon Chinca, Sinead Ferguson, Nicola Payne, Alison Kelly, Melissa Buckley, Ian Sheriff) delivered classes from their homes and gardens, embracing the tech for the first time for the benefit of our customers, community and staff. They continued to change content, even involve family members and the odd pet. Trafford Leisure had a voice and a presence whilst we remained closed, up to 21 classes a week at one point and was a big reason why so many of our customers continued to pay for the first three months of closing. Our Facebook page jumped from 2k follows to 6k followers within a year!

Rising Star Award

This award recognises the achievements of an individual, who has joined Trafford Leisure within the past two years, who goes beyond what might be expected and who strives to exceed in all that they do. This award looks for an individual who has shown an exceptional level of initiative, skill and commitment in their role and who has made a positive impact within their business or team. This individual will be someone who stands out in the crowd, who you think is a real asset to the organisation and who you believe will be a future star

The nominees were:

Adam Spence - Fitness & Wellness Experience Manager at move Urmston

A great addition to move, always going that extra mile, always with a smile on his face. Not once have, I heard him say something cannot be done, positive even when things may go wrong. Adam stands out, really makes a difference, he shows initiative skill and commitment, he is very customer focused. Hard working, great ideas and continually makes improvements. A pleasure to work with.

Ella Sutton - Senior Leisure Assistant at move Urmston

‘Super Ella’ Ella builds great rapport easily with colleagues and customers, she leads by example taking the step to SLA this year where she has taken more responsibility and ownership. Her ‘day in the life of a lifeguard’ video, really inspired me and I’m sure others - An ambassador for the company highlighting hard work. From apprentice to SLA, what pandemic – she’s smashed it.

James Asher - Senior Fitness Instructor at The Grammar

Joining Trafford Leisure in mid-2022, he is a real asset to the company. His wealth of experience in leisure in the USA brings a fresh outlook and new ideas. Always smiling, extremely helpful - never too busy to help. Goes above and beyond. Top lad.

Julie Oliver - Lifeguard & Leisure Assistant at Sale Leisure Centre

Julie has been a breath of fresh air for the colleagues and customers. She has the upmost respect for everyone, and her charisma shows it off. A strong work ethic, 110% into every shift and a positive attitude. No job is too big – even painting the wall of the club pool, off her own back. Knowing the customers names is part of her natural approach. Such E.M.P.A.T.H.Y that’s Julie Oliver.

Lindsey Forster-Barnes - Swimming Teacher at move Urmston

A real passion for helping young people, to achieve their swimming goals. Lindsey stands out, always first to cover and is not afraid to throw herself out there. Having been a parent herself she shares this experience to make improvements in the right way, helping to make changes that positively impact our customers. She will be a great team player for years to come.

Morgan Gardner - Graphic Designer & Content Creator at The Support Office

Morgan just four weeks in become such an integral part of the business. Supporting events at site, the Altrincham transition – everything he produces is of a high standard. Heather’s right-hand man! We could not imagine Trafford Leisure without him, he has already come on leaps and bounds and nothing has been too much for him. He is creative and is a quick learner and is always giving a First-Class performance in all his work.

Shahrzad Dowlatshahi - Duty Manager at Stretford Sports Village

1st Impressions last... And so last year, this relatively new duty manager came down to the plant room to check on me, asked if everything was OK & could she help me, it was a great 1st impression. This is the first of many other examples of Shaz taking on responsibilities & quietly leading her team. Passionate with a desire to learn, uses her initiative but with collaboration developing a guide DM/SLA’s that has been implemented for newly transferred staff from Altrincham just one example.

WINNER

ABBIE KENNEDY

Rising Star Award

Key to the team at Stretford, our glue that holds us all together. She has been crucial to a lot of people here at Stretford and is amazing to work with. Since day one Abbie has shown a clear passion for the role and industry and desire to learn. She shows great potential, Positive hard-working attitude and provides a first-class service to our customers. So many positive words to describe Abbie.

Lifeguard & Leisure Assistant

Stretford Sports Village

WINNER

Manager of the Year Award

The nominees were:

Amie Wood - Swimwell Manager at move Urmston

Amie is one of the best managers I have ever worked under, she is kind caring and dedicated to her job and her members of staff, she puts everyone else before herself. We respect her, she cares not only about the children in our lessons but also the parents and careers, she goes above and beyond to make sure that everyone is happy and supported.

Andy Mooney - Duty Manager at Sale Leisure Centre

When I originally started as an SLA, I was nervous about my step up, I couldn’t have done it without Andy as my mentor. He has pushed me to be the best I can be. Always approachable with a great management style - he is friendly yet professional and highly respected.

Kelly Cawood - Assistant Manager at move Urmston

Kelly is an amazing assistant manager. She is so helpful and goes that extra mile for her staff and customers. Nothing is ever too much trouble for Kelly - she is Fantastic! With her vast operational knowledge, Kelly leads by example in all areas, impressively compartmentalising an extremely wide range of things. She always has time for any member of staff regardless of job role & has personally inspired me in various ways. She is ridiculously hard working & I’d go as far as to say she is the best Line Manager I have had in my time with Trafford Leisure. Kelly lives and breathes the TL values and a great people developer.

Lee Pickford - Leisure Manager at Stretford Sports Village

DAVE HOWLETT

Through challenging times and staffing shortages Lee has continued to react quickly and positively, ensuring a smooth operation. Like all centres, staff turnover at Stretford has been high losing some key members of the team and Lee has ensured all staff felt supported and the impact to the business minimal. Lee has an excellent work ethic and drive, she works hard but will always make time for anyone that needs her. She leads by example and although incredibly busy I’ve seen her help with Swimming lessons, cover as a Lifeguard and even scrub the female shower walls. She deals with customers and staff in a calm and professional manner seeking the best outcome and customer experience. What more could you want from a Manager? It is a pleasure to have her as my Manager.

Mark Pearson - Duty Manager at Partington Sports Village

Since coming to Partington Mark has had a new team, Mark has brought this team together and they have all got on so well. At Partington you are always felt welcome, everyone is always happy and I feel this is down to Mark he always smiles always coming up with new ideas to keep his staff morale high, every time I walk in I feel welcome and part of the team. Mark’s approach is also having a positive approach on the Partington community and participation /business is growing as a result. Mark helps his colleagues to leading, develop, mentoring and coaching his team to be the best they can, often leading in promotion. He always has those difficult conversations with staff but always listens to their feedback. A fantastic people manager that creates a great place to work.

Neiam Mckenzie - Duty Manager at move Urmston

Manager of the Year Award

Whether its 6am in the week, or last thing at night or on the weekend/ He continuously offers support and solutions demonstrating taking the lead. It was a pleasure to work under Dave as a duty manager. He has played a considerable role in two very serious first aid incidents on site, his Leadership was crucial and handled both with confidence and compassion.

Dave is very supportive to all staff, is very patient and always has time to help with any problems that occur he goes out of his way and beyond to be supportive. Dave is very knowledgeable on all systems and operations and is the manager to go.

Dave’s input this year has been nothing short of exemplary, to say he goes the extra mile would be a massive understatement. An all-round fabulous human being

Neiam is a great role model and a shining example of what it means to be a great Trafford Leisure manager. Neiam supports the whole team, lifeguards and swim teachers whether it be listening to personal problems or helping with work related issues. He figures out the best solution for customers and is an all-round amazing person. He is always consistent in every aspect of his job, and his management of Health and Safety gives confidence to all.

Leisure Manager

The Grammar

Our customers are the lifeblood of our business and by exceeding our customers’ expectations we set ourselves apart from our competitors and maintain loyalty. Nominations for this award have come directly from our customer’s, recognising the exceptional level of customer service provided or quite simply “Wow moments”

The nominees are:

Brenda McCann - Customer Service Executive at The Customer Hub

What a lovely lady, I was struggling to book the activities I needed to for my children and Brenda took the time to slowly talk through each step to help me do it. Very Cheerful lady. Brenda took the time to call me back to check everything was now okay with my booking – I got off the phone and thought wow.

Callum Hudson - Health & Fitness Instructor at move Urmston

Always making classes fun and challenging. Callum’s classes are always extremely enjoyable. You can clearly see he puts a lot of thought into his circuits. He motivates and inspires people to do their best and I can honestly say I feel both physically and mentally well as a result........and his playlists are brilliant too. Callum always welcomes me into the gym. He knows what equipment I use and fetches it for me without me having to ask. Always pleasant, always helpful, always happy. Nothing is too much trouble for this young man

Daniel Walsh - Swim Teacher at Sale Leisure Centre

He’s always pleasant happy to help and considerate of others. His swimming lessons are always age appropriate, controlled, engaging and fun. He ensures all children are progressing despite the mixed ability. Dan is / was a firm favourite with two of our sons, they look forward to their lessons, which hasn’t been the case previously.

Grace Caine-Jones - Lifeguard & Leisure Assistant at Altrincham Leisure Centre

She is very patience and professional in teaching my kids in swimming. My kids Harvey is motivated for swimming by her teaching, not an easy task to achieve – thank you Grace

Jodie Rushmere - Swim Teacher at Altrincham Leisure Centre

Jodie has taught my daughter since stage 3, now in stage 4 and I have seen a massive improvement in her confidence levels in the pool is amazing. Jodie has also been able to motivate my children and their uncle who has had water phobia for a long time and has recently started swimming lessons. A good teacher and gives 110% dedication every time. Really appreciate what you are doing. Keep up the good work. Kudos Jodie.

Kimani Worell - Lifeguard & Leisure Assistant at move Urmston

Always has a smile, a hello and wave when we come into the building and asks how we are. Its sound simple, but this makes such a difference and its every time.

Tracey Davenport - Aerobic Instructor at Sale Leisure Centre

Tracey Davenport deserves an award as she is the most motivational, fun and loyal Instructor and gives 110% in looking after everyone who attends her classes. Love Tracey’s Classes, I have attended her classes for years – but each class feels as fresh and enjoyable as the first. Great Instructor!

Sally has been absolutely fantastic with my boys they both love their lessons with her every week. She has gone above and beyond just the teaching of swimming - Sally has taught my 2 children to swim through to rookie life guard, sally recognised one of my daughters potential, highlighting she thought she would make a good swim teacher. Long story short a year later my daughter was volunteering at 15 and has now recently completed her level 1 and the support and care from Sally is the reason she has achieved this.

My daughter started attending volunteering but after the first 2 times without me there to support her, she started to panic, I collected an extremely anxious child up on the second time, I returned the same night and spoke in great detail to Sally about this and how I would struggle to get her to come back to the centre, I coaxed my daughter to give it one last go and she went the next week, Struggling with severe social anxiety as she started to volunteer meant she wanted to stop. Sally said she would do everything in her powers to stop this young lady from bolting and make her feel at ease, this is a child who never returned to a class room and had to be home schooled, Sally listened carefully to Abbie and what they could put in place to help, I was in complete shock it worked, Abbie 6 months on has now passed her level 1 teaching Assistant and is just about to do her level 2 in February and life guard training also booked in for February. Thank you, Sally, I have a happy young lady and our family are extremely grateful.

Swim Teacher

Altrincham Leisure Centre

WINNER

This is awarded to an exceptional team member, who time and time again goes the extra mile. When I read out each of the nominations no further explanation is required. These individuals are committed, passionate have great communication skills. They are always reliable and always handle their assigned responsibilities. They reach out to their team members and offer their time and help freely – often before it is being sought. They are the role model for their colleagues and are a shining example of the Trafford Leisure values in everything they do.

With this award comes a financial bursary, so that we can invest further in the personal development of the winning individual. The nominees were:

Dane Moorland - Senior Leisure Assistant at Stretford Sports Village

Dave Howlett - Leisure Manager at The Grammar

Duane Gaunt - Duty Manager at move Urmston

Fiona Buckley - Learning & Development Officer

Hannah Reardon - Swimwell Manager at Stretford Sports Village

Shonagh Strachan - Trampoline Development Manager

Neiam McKenzie - Duty Manager at move Urmston

NATHAN FLEURY

Dan Bartley - Senior Golf Attendant at Altrincham Golf Course

Stewart Heap Employee of the Year

Helpful and approachable. Always smiling and willing to help. Respectful and dependable.

Nathan is always polite, listens to the customers and will always be at hand to help someone when needed without hesitation.

Nathan’s customer service skills are excellent. He goes the extra mile with every single person to ensure he does everything he can to help them and provide them with the best possible service.

When it comes to customer care, I can confidently say I have never worked or met anyone who is so polite and well mannered to our customers as Nathan is.

Senior Leisure Assistant Sale Leisure Centre

You can find all the pictures from our Staff Awards night on the P Drive in Marketing Resources > Photographs > Awards > Staff Awards > 2022. If you need any help please ask your Line Manager.

If you didnt make it to our Staff Awards night or you would like to watch the videos that were played on the night again you can do so by clicking the links below:

LOOKING BACK OVER THE 2 YEARS

https://youtu.be/mh9SLlkMmOA

SLT ‘DANCING ON ICE’

https://youtu.be/7n6Nw2_hwJk

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SATURDAY 29TH JULY

BBQ & Rounders Tournament