Q: IS IT BETTER TO HAVE MANNED OR UNMANNED GYMS?
KELLY: It is a question of market. Personally I like to be welcomed, it’s a customer service thing. Hotels are reporting great profits so a manned gym, even if only one man, is an opportunity to engage with a paying client. If I check in late and the gym is unmanned I would prefer to be given the opportunity to exercise in an unmanned gym than to be told that it opens at 7am.

MCCURTIN: The factors involved in making this decision are based on firstly, what service levels your guests are expecting? I don’t think a five-star plus hotel can have an unmanned facility, and secondly, whether the facility is commercially independent. If the hotel does offer outside membership then being manned is important to retain those members, but also to ensure a safe and secure environment.

LOTTER: Manned gyms are better in my opinion as many people need guidance in what to do or help in how to achieve their results. Building relationships with your clients will make them stay loyal and keep returning.

Story continues below
Advertisement

YOUNG: It depends on how you position the facility and your level of hotel. Unmanned gyms are extremely popular all over the world (such as budget, 24 hour facilities such as Snap, MCfit).  For a hotel gym, guests should expect to experience the same quality of service in the gym as they get from the front desk or housekeeping. This is not often the case. 

Service levels in the gym are often poor and don’t help the hotel in the guest experience.  Many hotel fitness staff are attendants at best and are not qualified or trained to be able to match the same levels of hospitality service in other parts of the property.

Article continues on next page ...