A NEW

DAWN RELEASE 1.1

RECOMMENDATIONS FOR
FACILITY RE-OPENING USING
A LEISURE MANAGEMENT
PLATFORM
MAY 2020
OUTLINE

COVID-19 has changed the way in which the Leisure industry is

ABOUT required to operate post lock-down.

In this document we discuss features and functionality in the Gladstone

system (and comparable LMS systems from other providers), which can
enhance operational efficiency during the period of re-opening
restrictions.
FEATURES AND FUNCTIONALITY OF
LEISURE MANAGEMENT SOLUTIONS

The following features outlined are commonplace in LMS solutions, work with your supplier to
understand if the solution you have, can be configured to support these ideas/concepts.

At a time of industry disruption we are seeing many operators look to step-up their plans
towards Digital Transformation projects;

Simplifying the member journey with reduced touch points through self service initiatives such as
kiosks, turnstiles and access controls to minimise staff and customer interaction.
More focus is being placed delivery of a mobile booking app, that is linked to the central LMS
where density and party bookings can be controlled, as well as, providing the operator with a fast
and simple means to push notifications out to members at this crucial time.
Greater emphasis is being placed on the delivery of cashless projects to reduce contamination
through money handling. Loyalty point schemes are also being adapted in a similar manner.
The industry is seeing a large number of operators pivoting towards 'fitness at home' initiatives to
expand their reach beyond the current density restrictions. Those with a long term strategic view
are adopting Live Stream solutions that will integrate with their central LMS, providing the ability
for instructors to communicate with their class participants vs a 'Joe Wicks' type model, where
there is no engagement with the audience or ability to record attendance, earn revenue and
crucially abide with health and safety guidelines.
Operators are placing greater emphasis in this climate to review solutions for Management
Information Systems to record training certifications, health and safety practises as well as
functional ares such hygiene standards and cleaning rota checks.
There is stronger focus on data capture and reporting for member 'check-out' to reflect whether a
centre/class/gym is busy and report this upstream to customers before they visit site - to avoid
the scenes pictured of shoppers arriving at stores such as B&Q.

Beyond Digital Transformation initiatives operators are paying more attention to their payment and
collection processes to reduce acquiring bank fees, Direct Debit bureau management fees as well
as investigating a recurring card payment (RCP) model to further reduce rejections.
 BOOKING
Allow entry only based on timed, fixed capacity
sessions. This will allow the operator to control the
number of customers in parts of the facility at any
one point. This will appear as a restriction to
customers and something new, but it should be
pointed out that this should result in more availability
of equipment.

Book online. Driving customers to book online

will reduce physical touch points, whilst also
allowing customers to see full visibility of
availability. This will remove the need for
unnecessary travel to the facility.

Consider making booking compulsory for

entry, particularly in the early stages after lock-
down. This will drive more members online and
into a new way of engaging with you. This will
also remove the need to manage and have
responsibility for social distancing whilst queuing
outside of the centre.

Split gym into multiple “Zones” – The free

weights 1, 2, cardio 1, 2 etc. Not everyone wants
to do a full circuit of the gym, so consider how the
gym is laid out and could this be split to enable
maximum capacity whilst complying with social
distancing.

“Book for Others”. This will allow one customer

to add “others” to the booking such as friends or
colleagues and will avoid disappointment of their
“buddy” not being there. Being part of a social
network will also help to control spread of disease
and improve the individuals social and mental
wellbeing.

Have a maximum limit on the number of people

using an area or resource product. This will
allow different activities and or reservations to run
in the same space, at the same time, until the
limit for the resource is reached.
 BOOKING

Review all offerings and consider those you want to have live immediately. Consider the
creation of a staged plan for the re-introduction of services, particularly those that
involve physical contact such as PT sessions or treatments.

Book out regular cleaning slots. Using the booking calendars – reserve regular cleaning times.
This will ensure the cleaning is recorded (and thus re-portable) but also can be shown to follow
government guidelines to give your customers confidence.

Consider having timed gym ‘sessions’ with closure between each to clean. This will also
limit person to person contact. Eg. Open from 8 AM-9.15 AM for 'X' number of people.
Close for people to leave and cleaning, then open for the next group at 9.45 AM. This also allows
the first group to leave before the second group enter.

Staff rotas. Ensure you have a clear audit of staff rotas and who has been working when. This
will allow tracing of any contact and in addition allow visibility of where staffing is needed.

Online booking with Mobile Pro

CLASS
BOOKING
Reduce class size. Alongside government guidelines – the capacity of class sizes will need to
be reduced. This can be changed in the system and amended as the guidelines change.

Consider launching a Live Stream Service. A live stream service more valuable to your
members than many of the recorded exercise routines. With a live stream service your
instructors will know who is in attendance, as well as being able interact with attendees, as
such, to correct form within a yoga class.

Offer blended classes alongside in-club offering. Consider an online streaming service
which during lock-down will help operators to earn revenue, as well as, potentially increasing
class participation beyond the norm. Once classes are being run again from the facility,
operators can consider streaming that class and having a mix of in-facility and remote
participants. This will ensure more spaces in total are available, as well as providing options to
certain groups who may be less willing to come back to the facility.

Utilise available real estate to expand class capacity. If you have multiple studios, squash
courts or sports halls available, consider expanding the capacity of a class with a single
instructor by using a live-streaming platform to show the live class in other rooms or spaces.
This will again allow you to expand capacity whilst still conforming to social distancing
guidelines. Customers can book these spaces in the same way as in person or online live
classes.

Consider how you will manage no-shows. Where capacity is significantly limited,
discouraging non-attendance will be vital. Work out the criteria you wish to set around
cancellation windows and how many strikes you wish to allow, and then use the system to
automatically apply a fine or change booking ability if no-show criteria have been triggered.
Split start times from everything on the hour. Another
element to consider is what times customers will arrive for
all different booking options. What you don’t want to create
is a queue or everyone descending on the facility at the
same time. By staggering start times this can be reduced.

Some of these options may include significant changes to

the leisure management system, limit this by using tools to
create mass changes in one go.

Automate the confirmation of all bookings. This will

ensure the correct time and date has been booked and
provide a great service alongside ensuring that incorrect
bookings are cancelled.

Automate reminders for all bookings. This will ensure all

customers have an opportunity to cancel without triggering
a no-show, and ensure the space can be made available to
any customers on the wait list.

Ensure that you have an alert functionality for all

bookings. This will mean customers can automatically add
themselves to receive an alert if a previously full slot
becomes available, and will ensure you’re better able to
effectively manage maximum capacity whilst also providing
a better service to members.

Re-look at peak/off-peak timings. With the above

restrictions and the potential of different working hours,
does peak/off peak still work? This should be reviewed as
part of the process and edited where appropriate

Push join online. Joining in centre requires face to face

time in close proximity. All membership options can be
purchased online and so utilising this and pushing
customers to your consumer products will remove a large
proportion of this.

Close gym changing room. Operators should consider

availability of changing rooms and showers during the early
stages of the re-opening. Some facilities (football clubs)
have asked their staff to shower at home.

Every visitor must be registered – no “non-members”.

All visitors must be recorded on the system during this time.
This will allow for accurate tracking and tracing if required,
but also ensure full control of the facility.
 FACILITY
MANAGEMENT

Allow swimming only as fixed capacity and / or bookable sessions. As with the gym, this will allow
the operator to control the number of customers in parts of the facility at any one point.

Connect to Building Management System using APIs to manage lighting costs. With large parts
of facilities potentially out of action for periods of the day, operators should consider linking their Live
bookings to their Building Management System. This will then ensure the lights are on for bookings
and off when no one is present. This will remove unnecessary expenditure.

Use a facility management tool to list cleaning checks. Cleaning and safety checks should be
added to the facility management solution. Operators should consider an electronic based solution to
enable more accurate reporting and ensure all checks are carried out. This will ensure the facility
meets the government guidelines and will help to protect both the customers and staff, whilst also
providing an audit trail where required.

Link changing rooms to bookings and manage capacity and usage. Whilst monitoring single areas
will assist with capacity, you could end up with multiple different activities requiring the changing rooms
or showers at the same time thus creating an inflated number of customers. As such, operators may
want to consider linking bookable activities to changing rooms to better monitor required usage.

Track occupancy against hour of day. Reports should be run to show the total occupancy
throughout the day per facility. Consider making this information available to customers so that they
can determine when to make a trip to the facility.
CASHLESS

CASHLESS FUNCTIONALITY IS
AVAILABLE IN PLUS 2, GLADSTONE
360 AND MOBILE PRO

Top up
Offer customers the option to utilise “cashless”
within the system to 'top up' at home or on the
move and remove the need to handle cards.

Integrated chip & pin

Remove the requirement to touch a physical pin
pad to enter the amount and utilise an integrated
chip & pin terminal where no contact is required
by the operator.

Contactless
Ensure your PDQ works with contactless cards
and ensure the limit is raised to cover more
transactions.

ApplePay and GooglePay

Ensure your PDQ works with these. Remove
cash. Operators should run reports on income
prior to the shut down against different payment
methods and consider the impact should they
remove the option for cash payments.

Remove Cash
Operators should run reports on income prior to
the shut down against different payment
methods and consider the impact should they
remove the option for cash payments.
 POS
Easy to configure till
items to minimise
contact touch-points

Reconfigure layout for new offerings. With all the changes listed operators should look
at the layout of the POS screen to ensure the new favourite items are on the first screen.
Again, this will reduce contact with the screen, but also speed up the face to face time.

Look at number of clicks to get to 'most used'. Operators should run reports to look at
the most purchased products and review how many clicks to purchase them at front of
house. This will then identify if anything can be streamlined in the till layout.

Use staff issued touch pens. Whilst touch screens are still the fastest method at front of
house, this will still require touching a screen which has been touched by others. By
issuing touch pens – this will reduce physical contact points.

Email receipts. Operators should consider using automation tools to send out copies of
receipts to remove the requirement to hand over paper-based receipts.

Integrated chip & pin. Remove the requirement for both staff and members to both touch
a physical pin pad to enter the amount and utilise an integrated chip & pin terminal where
no contact is required by the operator.

Barcodes on products plus fixed box scanner. Operators should consider installing a
fixed box scanner – this will allow a customer to scan their own card and/or products for
purchase without the need for the staff member to make unnecessary contact..
Communication

EXCELLENCE IN COMMS WILL

AID CUSTOMER CONFIDENCE

Marketing automation with daily club

updates
At this time customers will want to know what
is happening. Many will be desperate to get
out and others will be more cautious. Keeping
them updated will be key to ensuring they do
not arrive when it is not safe to do so or when
there is no availability. Push notifications are
a great way to engage with the customers,
using the Gladstone Mobile Pro app.

Email communication
As above, if push notifications cannot be used
then email remains a great option. Utilise
reporting in the system to ensure you have
good email coverage for your customers and
ensure you use campaign management to fall
in line with GDPR governance.

Target your communications

E.g. if members don’t have a booking
registered in a given period, reach out to see
if they’re ready to return yet or alternatively
are interested in taking advantage of an at
home option, via Live Streaming.

Gladstone Data Services

The Data Services team are available during
this time to assist with system data insights
and customer segementation lists.
Membership
Online induction video. Consider using online videos for gym inductions as a way to
avoid direct contact with customers. Once completed and agreed by the customer a gym
induction membership can be added to their profile as proof of attendance.

Cash – extend end date. For annual members – consider extending the end date or
adding loyalty or cashless credit to the account. Offer day passes (no requirement to
refund in future) Or remove day passes (give more to members)

Blended memberships. To allow for in-club and online access to exercise

classes. These will expand your capacity during the upcoming period of social distancing
but will also add value to members who can’t make a regular class due to childcare
commitments or whilst travelling for example.

Online only memberships. If you’re already set up for live streaming, then this will be a
great way to expand your reach beyond your traditional geographies.

Document Storage. A number of operators have expressed a preference to offer NHS

discounts. Using the document storage functionality, operators can ensure their sign up
process includes the ability to validate the NHS credentials, as well as hold documented
proof alongside the membership – this will ensure no abuse and can also be used to
trigger checks upon expiry.

Limit sessions per week. If an operator decides to reduce hours and availability, then
they may want to consider limiting the number of sessions per week that a customer can
participate in, the system can be changed to control this per activity.

Customer Types
Teenager - Able to use online – may require supervision
Young Adult - Able to use all online – would prefer no touch-points
Middle Aged Adult - May crave human interaction, and able to use all online
Family - Will value group booking and online functionality
Older Generation - Limited on online use, may not be the first returners
 Access
Control

Wristbands. Remove the requirement to touch hardware throughout the building by

utilising RFID technology.

Contactless – proximity cards. These can help remove the requirement to touch
hardware throughout the building by utilising RFID technology, talk to the Cards team for
advice.

Remove barcode tickets and issue barcode cards. Again, remove the need for
multiple touch points – as everyone will be registered on the system, issuing a card will
remove the need for paper tickets.

Tablet for instructor showing who’s in the class. Utilise the leisure management
software to show instructors a list of attendees for the class including pictures. This will
ensure the right people attend to comply with limits.

Check-in only tablets for sites with no access control. Consider check-in terminals
with a screen and token reader for facilities with no access control. This will require no
human contact and an alternative approach for recording attendance.

Check-out. Consider enabling a 'check-out' feature or requirement for members to

ensure that you’re consistently in line with maximum capacity figures that you set for your
facility. This will also support with tracing if required.
 Visitor Welcome

Configure reception messages to pass on key information to visitors, such as informing them of new
policies and procedures relating to the club/centre. This could include a reminder to point out to
'Welcome If' polices, such as if customer is showing signs of illness, that they should be self isolating
and not attending a club as per government guidelines.

Reception Messages - Use reception messages to keep staff informed after shift changes, such new
hygiene routines to prevent infection transfer.

Document Storage - Many systems provide a means to store document records within the
membership record. Usually these are used to confirm status such as 'student' in order to qualify for
discounts or record that a member has a specific health condition the centre should be aware of.
Operators can take advantage of these features to store other related content pertaining to a member
record for audit purposes such as, proof of updated agreements and any policy changes relating to
new operating conditions during Covid-19.

Coloured Wrist Bands - The use of RFID coloured wrist bands can be used to identify members
against specified in-centre scheduled time slots, in a similar way to how a trampoline park uses
coloured bands to stream customers per hourly slot,

Gladstone Cards and ID Services

The Gladstone cards team are currently sourcing a wide range of items to support COVID-19 specific
requirements e.g. PPE/sanitisers/gels as well as live streaming hardware accessories. Contact the
team for more information or specialist items you are looking to source.

Email: Cards@gladstonesoftware.co.uk
Tel. +44 (0) 8456 46 35 90
 'INDUCTION'
TO GLADSTONE

About Gladstone Leisure Management system

The Gladstone system can be used to manage capacity in any area, facility or space; from
classes to cardio, free weights or swimming, ensuring capacity with social distancing can be
optimised. Simple configuration enables operators to create bookable sessions with set
maximum and minimum capacity that can be made available online and via the operators’
branded mobile app. Gladstone also enables simple check-in and check-out via several self-
service options, ensuring accurate data capture and traceability on numbers within the facility
whilst most importantly keeping your team safe.

Seamless automations will mean that class and space availability is maximised; booking
reminders, cancellations and availability alerts where a cancellation makes a space newly
available are all configurable based on operator requirements and crucially once automated can
be actioned directly by the member without any requirement for staff management or contact.
Managing and preventing no-shows can also be automated, again ensuring our customers can
deliver their service to as many members as possible within the restrictions.

Gladstone have also made a live-streaming platform available. This provides an additional
revenue stream by increasing operator reach beyond the physical capacity limitations, whilst
keeping members engaged and still in touch with their favourite ‘rock star’ instructors!

Self-service and cashless operations have long been at the forefront of Gladstone’s offering
which has allowed us to quickly increase the options available in this space. We have also fast-
tracked new initiatives including facilities and staff management tools to support with enhanced
tracing and cleaning requirements and the tools required for live-streaming as we transfer this
into a ‘dual-streaming’ model to simultaneously provide in club and at home classes.

Operational savings will also be a key focus area for customers and Gladstone are making
available a number of new payment initiatives in the coming weeks to both reduce costs and
improve transaction success rates.
 Advertisement

Gladstone Move at Home

We understand how important it is for Operators to maintain a connection with their customers during
these challenging times. That’s why we’re fast-tracking an early release of one of our exciting new
Marketplace services, destined to become part of 'Gladstone360 SaaS' and the new consumer
product code named 'Signify'.

The ready-made platform can be setup in hours, generate income and keep your members engaged,
by live streaming classes using your instructors, right now and risk free - with no upfront
fees. We’ve partnered with the UK’s leading live streaming platform, meaning you can quickly open
up revenue to your facility and take a share of the home fitness streaming market as it begins to
flourish.

Why this service is different; it enables check-in and attendance reporting, as well as a class
timetable and is already enabled to collect end user payments. As the country looks to lifting
restrictions, live streaming will continue to play an important role in the pre-opening and restricted
opening phases to comply with ongoing social distancing. With class sizes and space utilisation
restricted it will be more important than ever to maintain engagement outside of the facility, whilst
refining your offering to continue to meet the needs of a consumer now well accustomed to working
out at home.

Why get started now?

Stay connected with customers so they return to the venue when it reopens
Help customers to maintain exercise routines and social connections
Help differentiate your fitness brand from other on-demand content now available
Gladstone
Hithercroft Road
Wallingford
Oxfordshire
OX10 9BT

www.gladstonesoftware.co.uk
Sales@gladstonesoftware.co.uk