Getting your gym in shape

To be competitive today, a property must flex its muscles and invest in gym equipment — items that will pay back the investment with long-term reliability and customer satisfaction

A decade ago, a comprehensive gym in a hotel may have been viewed as a luxury — or even excess.

But as consumers around the world have become more demanding, so hotels have had to step up their product; today, a fitness centre is an imperative part of the hospitality experience.

Le Méridien Al Aqah assistant recreation manager Kasun Kannangara points out that, in an age where health and wellness has become a hot topic, it’s “essential for a world-class resort to have a gym that reflects its standards”.

And with a modern focus on health as well as wealth, the business traveller will end up using the gym just as much as a leisure guest would do.

Pullman Dubai Mall of the Emirates spa manager Malvina Moula expands: “Business travellers are always on the road. They are a new generation who equate being healthy with being successful”.

And for hotels that wish to attract a slice of this market, it’s essential to provide the right facilities for this generation of hotel guests to use.

Furthermore, for many properties in the Middle East, it’s not just about in-house guests: Mövenpick Ibn Battuta Gate Hotel assistant front office manager Mohamed Hemmid points out that many hotels have a significant number of local resident members, as well.

The result is that the time when a hotel gym involving a treadmill and some weights is long gone.

Now, new technology and classic service are ensuring the best hotels boast gyms that often compete with standalone fitness centres.

As Four Seasons Beirut spa supervisor Charbel Watfa explains: “A gym’s range and standard of equipment plays a very big role in attracting users; ultimately, every person that goes there expects to find all equipment they need”.

And Jacques Reynders, recreation manager at Al Bustan Rotana Dubai, notes that it’s a highly competitive market.

“You need to be up-to-date not only with fitness trends and classes, but also with the equipment you provide,” he says.

Suppliers' Systems
One of the firms working to ensure gyms across the region can achieve this is Technogym Emirates.

Managing director Christian Dietrich explains that the key for suppliers has to be investing in research and development; that, he says, is the way to ensure smooth operations and a lack of wear and tear in the products.

Technology is advancing fast, and gym suppliers across the region are quick to take advantage of that to ensure efficiency in their products — and their services, as
Raymond Sport managing partner Raymond Kelly explains: “Our systems log warranties, dates of sales and planned maintenance, while management software maintains the club’s service records. You can accomplish a lot if you’re organised.”

At Cybex International, senior vice president of international sales, John Young, says the company’s high-tech handling system keeps things as streamlined as possible.

“We have fault conditions, or error codes, that are identified, dated and time stamped. This information provides particular clues to certain situations such as power outages or brown-outs,” he says.

“In those examples, the same error codes would be on many machines and that helps us diagnose the problem and point people in the right direction.

“We try to innovate in any way possible for our customers.”

According to regional operations director for Precor, Andy Pickett, attention to detail in the development stages will pave the way for simpler upkeep later on.
“We place strong emphasis on ensuring new products are reliable, uncomplicated and easy to service,” he notes.

In this way, suppliers can ensure that their products will continue to work at their optimum level for as long as possible.

According to Technogym’s Dietrich, there is usually no specific time period within which equipment must be replaced.

“Essentially, there is no maintenance or replacement necessary, unless there is an error or a specific part that needs replacing, as long as the facility takes good care of the fitness equipment,” he asserts.

However at Deltatrade — a member of Al Khayyat Investment LLC — fitness and bowling division manager Mazen Rahhal adds that any equipment “can last only with proper care”; and post-sale follow-up remains an important part of supplier operations.

He explains the firm ensures hotels’ internal technicians are given first line and preventative maintenance training.

“Preventative maintenance is the key to make any equipment last,” asserts Rahhal. “But when customers encounter problems, then our customer support team is available to help them,” he says.

Rigorous initial testing as well as client feedback is another important way to ensure top service and product delivery, agree suppliers.

Cybex International vice president of customer service Bill Domineau notes: “We strive to determine the typical and extreme use of our products. We constantly search for this information in the design process and in the subsequent testing, to ensure that our design is up to par.”

In addition to the technical side, there’s the human element to consider: guests must be able to operate the equipment properly, for their own safety as well as that of the equipment itself.

Al Bustan Rotana’s Reynders admits it’s not uncommon to see members or guests misusing fitness centre facilities.

“The interpersonal skills of fitness trainers are highly important here,” he continues; they need to politely explain how the machines should be used. And 99% of the time, the guests listen.

“Furthermore, we have a responsibility to teach our patrons how to use the equipment properly, to optimise their fitness goals and to avoid any accidents.”

Mövenpick’s Hemmid says that it’s normal practice to offer new members an introduction session with certified instructors, covering gym facilities.

However Pullman’s Moula believes that there’s less demand for simple instruction nowadays, as the majority of gym users are usually familiar with at least the basic equipment on offer.

She adds that most of their gym items now have visual illustrations on how to use the machine — but that of course, if guidance is needed, it’s available.

Gym maintenance
One of the key focuses for any hotel gym is to maintain the equipment on a daily basis, for reasons of both safety and duration.

A matter for debate is whether enough emphasis placed on this vital issue.
Le Méridien Al Aqah’s Kannangara says although he believes their property meets top-notch standards, perhaps more needs to be done regionally.

“This emphasis is required to ensure that, as we continue to build a top global hospitality destination, we are striving to meet global standards in every aspect of our hotels,” he asserts.

At Pullman Hotel, Moula believes gyms in this region are on the right track when it comes to in-house gym care.

“Lately, there’s been a shift in trend where fitness facilities have become a vital factor impacting a guest’s positive preference,” she notes. “As such, hotels are focusing on their equipment and the suppliers behind it — who are consequently raising standards.”

Meanwhile, suppliers believe the key to managing a successful in-house gym is cooperation between themselves and hotel staff.

Raymond Sport’s Kelly asserts that while gym supervision is a key element of good service, equipment maintenance is a job which is best left to the professionals.
“We are specialists,” he explains. “My responsibility is to make sure that we are worthy of the trusted advisor status that our clients attribute to us.”

Others say both parties have a role to play in helping members with their workouts.
“Precor equipment can assist with some instructor tasks, such as devising workout programmes, educating members through tutorial videos and providing motivation through progress tracking,” says the brand’s Pickett.

But he adds: “Although monitoring tools can reduce the need for a constant staff presence, ultimately the needs and expectations of your members will be the decisive factor in staffing.”

Cybex’s Domineau agrees that staffing a fitness facility depends very much on the level of usage at the particular gym; but emphasises that developing “intuitive, safe and durable products” will lessen the burden on any facility.

Meanwhile Technogym is taking further technological steps towards alleviating the burden of in-house supervision from hotels: “We’re currently working on developing a ‘wellness solution’ — self-service software for gyms in residences or hotels that prefer not to invest in a full-time trainer or supervisor, which is integrated into the equipment to enhance the user’s experience and explain the correct use of the machines in a straight-forward manner,” he explains.

Whichever approach an operator takes to stocking and maintaining its fitness facilities, the most important thing is to have a gym that meets the customer's expectations. In the race to attract guests, properties in the Middle East must put in the training and build up their fitness equipment know-how, if they want to ensure they will finish ahead of the competition.

Questions to ask before you invest:

“We ask a number of questions, relating to the brand itself, the quality of the product, durability and benefits.”
Le Méridien Al Aqah assistant recreation manager, Kasun Kannangara

“The equipment has to be from top brands, matching the standard of Four Seasons worldwide. The best and most recent machines are required to match different guests’ needs and body abilities.”
Charbel Watfa, spa supervisor, Four Seasons Beirut

“What are the latest and trendiest gym equipments in the field? Are there any new concepts that have been recently developed? Furthermore, guests comments are always taken into consideration.”
Malvina Moula, spa manager, Pullman Dubai Mall of the Emirates

“Quality, warranty, cost and after-sales services are key factors. Gym equipment is normally a big investment so it’s important to ensure that you are getting the most out of your purchase. These days, we also look into trade-in options with certain suppliers, where you can replace an old machine with a new machine at a lower cost.”
Jacques Reynders, recreation manager at Al Bustan Rotana Dubai

“I believe that they should ask for a commitment that the equipment will engage their members, keep them coming back for more and not breakdown. This frees up time for club employees to apply to service and looking after their members.”
Raymond Kelly, managing partner, Raymond Sport

“There are several aspects to consider; some questions that operators should keep in mind are: what are the safety features of the equipment? Am I being guaranteed quality when investing in this product? How quick are the delivery times and how much time is required for installation? What extra charges might be levied on the gym if maintenance is required?”
Christian Dietrich, managing director, Technogym Emirates

“Buyers should evaluate their competitors and what they offer as well as the needs of the clientele that they want to bring in. A few questions they should be asking are: what are the customisation options available to maximise their brand? How durable is the equipment? And finally, does the fitness equipment get the results that their customers want to see?”
Cybex International vice president of customer service Bill Domineau