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.”
| Advertisement |
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.
Search our database of more than 2,700 industry companies
