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Operations Team Intranet

Gladstone Updates

Reporting Issues

To report any system failures or queries (e.g. pricing) click HERE. There seems to have been an increase in the number of people unable to access online. Please also report these through this process too so that a log can be kept and trends found.

Gladstone Outside of Office Hours Support:

08451 20 10 11

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Adding images to a new member record

Click HERE to download the procedure.

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Cashing up - End of Day Reporting

End of Day (EoD) Report Reference Text is located on each till desktop in the Notepad File. Please copy and paste the relevant text into the Reference field. The Report Reference Text can also be found on the front page of both the Gladstone Manual and Daily Folder situated at each facility reception. Inputting the Report Reference Text MUST be done when cashing up so that Cash Office employees are able to identify which till the report is from. Please see below the Report Reference Text for each till:

Sports Centre:

Z Report Till 21 SC Reception - Barriers

Z Report Till 22 SC Reception - TV

Games Hall:

Z Report Till 23 Westwood Games Hall

Tennis Centre:

Z Report Till 61 Tennis Centre

For more information on Cashing Up and End of Day reporting please click: CASHING UP - GLADSTONE PROCEDURE

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Access Control: Customer Cards

If a customer's card are still registering as an invalid swipe then this is now likely an issue with the specific account. If this occurs, proceed by finding the customer in the Gladstone system to ensure their details are within the database. Please make a note the customer's name, card number and any messages the system may display. Proceed by sending this information to sportmemberships@warwick.ac.uk.

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Gladstone Procedures

The Gladstone Manual can be found at all facility reception areas.

Here are some important Procedures to view:

CASHING UP

LOGIN TO GLADSTONE

LOGIN TO ACCESS CONTROL

NON-MEMBER REFUND

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New/Changed Products

Class Bundles

Class bundles are now available online; currently for Staff & Students only. Please inform customers of this new feature.

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Coming up this term...

NEW walking groups

Day Time Start Activator
Tuesday Wellbeing Walks 12:30 - 13:00 Library Sarah
Wednesday Wellbeing Walks
12:30 - 13:00 Outside SU Shamira

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Staff-only classes

We are now trialling staff-only classes in our timetable at the moment.

Staff VIBE Cycling from 07:30 - 08:15 to wake you up on a Tuesday: http://bit.ly/2ecZvPZ

Thursday for Staff Circuits from 12:30 - 13:15 - http://bit.ly/2ed1ELh

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Christmas Bauble

Friday 2nd December 2016

Can you complete our challenge in the quickest time?

Team Updates

Staff Profiles

We are revamping the "Meet the Team" section of our website & making it more personal & engaging!

In 100 words can you tell our customers what you do at Warwick Sport & Why?

How are you supporting our "Active Campus" vision?

Please submit your words via our staff intranet under Staff Profile & fill out this form.

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Customer Feedback at Warwick Sport

Please send any customer feedback to the internal resource email account: sportfeedback@warwick.ac.uk

This can include:

- Direct customer feedback to you via email/phone/face-to-face
- Something you have overheard a customer saying
- Posts on social media from customers
- Any feedback on events/social events
- Suggestions from customers on how to improve something with Warwick Sport

- Please also ask customers to complete our short survey on the kiosks in the Sports Centre and Tennis Centre receptions. It is the best way for us to keep track of feedback.

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New Climbing Forms

New Bear Rock Climbing Centre registration forms have been provided for the team at reception. Please see below & click to download:

Instructed Group Registration

MINOR Unsupervised Registration *

Bouldering Only Registration **

*14 - 18 year olds, with parental consent.

**As of April 25th, 2016, customers will not be able to just Boulder only.

Additionally, an Access to Bear Rock Climbing Centre process has been created & provided at reception to help the team determine who is a competent climber & who is not.

If you need to print more forms go to: M:\SS\ADMIN\BEAR ROCK\BEAR ROCK FORMS & NOTICES & MEMBERSHIP\New Climbing Forms

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Warwick Sport Customer Service Standards

Reminder...

As highlighted within Warwick Sport's Normal Operating (NOP) Procedures, these standards highlight appropriate customer service etiquettes such as face-to-face contact with customers, behaviour within the centre and much more.

Click HERE to view Warwick Sport Customer Service Standards.

HR Updates


Pulse Survey Action Plan

The Pulse Survey Action Plan has now been submitted to HR - we will be updated about its progress over the next few weeks.

If you haven't already, check out the departments Pulse Survey Results.

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Statutory & Customary Holiday Arrangements 2016/17

Please click HERE to down a copy of the annual statutory and customary holidays memorandum for 2016/1

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Dignity at Warwick

The University's dignity at Warwick Policy is for both staff and students and demonstrates the University's commitment to tackling bullying, harassment and discrimination by emphasising positive behaviour and the responsibilities that we all have to challenge inappropriate behaviour when we see it.

A New Online Reporting form has been developed to enable all members of staff and students to report incidents of bullying, harassment and discrimination. Some examples include:

  • Inappropriate use of language
  • Unnecessary physical contact
  • Racial or Sexual harassment
  • Discrimination by association
  • Cyber bullying

By using the online form you can request to be contacted by one of the Dignity Contacts or report and incident anonymously.

For further information or to access the form, please click HERE.

Performance

Net Promoter Score (NPS)

Our Net Promoter Score (NPS) has been positive (+) since the start of the 2015/16 Academic Year. This means that our facility users are enthusiastic about their overall customer experience and are likely to recommend Warwick Sport to others. September 2016: +17

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SERVICE SCORE

The Kiosk Customer Feedback Survey enables customers to rate the Service they receive on the following four aspects:

  1. Friendly & Welcoming
  2. Considerate
  3. Helpful
  4. Knowledgeable

September score was 80% rating you as Excellent or Good

Health & Safety Updates


Safety & Operational Checks

Each week, the overall compliance from the Dryside and Poolside Safety & Operations Booklets is measured to gain an understanding of well we perform at keeping our facilities both safe and maintained for our customers.

See the new operations board in the kitchen for the latest results along with more useful information and additional boards to give you updates on Marketing and how Warwick Sport is doing against its 4 strategic objectives.