1. Hotel Facilities
Management
by Leisure Connection
WORK P L AY
We will take care of everything

2. 2
Introducing Leisure Connection
At Leisure Connection... What this means for you...
We are passionate about supporting our clients: We shall embrace your brand standards and, By opting to outsource leisure facilities, hotel
exceeding expectations and introducing innovative through the most innovative investment, deliver owners can actively drive revenue through the
ways in which to manage their Health and Leisure a de-risked facility that enhances your guest door.
Facilities. experience, and leads to improved revenue returns
for your hotel. In fact, since 2010, we have increased the leisure
We will take care of everything. revenue of our Carlson Rezidor Hotel portfolio by
an impressive 35%.
Leisure Connection – working in partnership
with leading hotel brands across the UK,
to enhance guest experience, increase
membership and revenue.

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We are experts in providing comprehensive
solutions to managing hotel health &
leisure facilities – transferring both the
risks and stresses of managing the facility
in-house.

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1991 Leisure Connection established
1994 Awarded contract for BP’s corporate leisure
facility at Sunbury – retaining to this day
2007 Wyboston Harpers in the Top 3 Private Club
of the Year (2500+ members)
2008 Partners in Sport Facilities Management
Award - Winner
Leisure Report CSR Award - Winner
2009 Achieved Carbon Trust Standard Accreditation
Fitness Industry Association Future of the
Flame Winner
The Company
Client of the Year Low Carbon Performance
Award Winner
With over 20 years’ experience in managing We have specialist expertise in the outsource
gyms, swimming pools, and wider Health & conversion of Hotel Health & Leisure facilities.
Leisure facilities, we have the stability, expertise, Our relatively recent diversification has been 2010 Champion of the Year in the Hospitality
and pedigree to service your hotel’s facilities. We remarkably successful, and our performance in Assured Awards
believe in service - Outstanding Service – and we the Hotel sector to date has set a strong Hotels & Private Management Division created
understand that achievement of this is contingent foundation for future hotel partnerships.
upon every element running smoothly, efficiently,
and professionally: from exceptionally well- 2011 Flame Award Finalist
maintained facilities, to exceptionally well-trained
staff. Preferred Operator for Rezidor Park Inn &
Radisson Blu leisure facilities
2012 Five winners of Quest Awards
Four Flame Award Finalists

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Our exceptional Customer Service ethos
means we actively invite feedback, and
respond to all customer communication
within our ‘We are Listening’ platform.
Why work with us?
An intelligent and responsible partner
Outsourcing to Leisure Connection Hotel & Private That said, we never presume to know a client’s Whatever we do in your hotel will be consistent
Management offers a stress-free alternative to needs. Rather, we listen to our clients and with your brand standards, and we shall ensure
managing your hotel’s leisure space. Our extensive adopt a very flexible approach to meeting their that your leisure facility is an extension of the hotel
and comprehensive facility management and requirements – tailoring our solution accordingly. service – not a separate entity.
staffing programmes promise quality leisure Therefore, our solution for your hotel will be entirely
facilities that enhance hotel guest experience and ‘needs based’: we do not subscribe to ‘one size Furthermore, with Leisure Connection’s expertise,
increase membership sales. fits all’. you can rest assured that your Health & Leisure
facilities are compliant with industry standards and
Our expertise is two-fold: we are the market We understand that improving guests’ experience government legislation.
leader in Leisure Facilities Management – and and looking after their well-being are essential,
we understand what is important to hotels. We given the hectic lives of corporate guests and Everything we do is geared to improving the
appreciate the importance of Guest Experience families alike. And that a very accessible, expertly business metrics of guest experience and
and brand standard preservation – and the managed gym is key for business and leisure revenue.
requirement for all hotel ventures to positively clientele, alike.
impact on your business metrics.

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The investment we made into one
of our Park Inn portfolio hotels
resulted in the facility’s direct
debit run almost doubling in value,
within 10 months, and an increase
in membership of 30%.
Why Work With Us?
Commercial & Operational benefits for your and our expert team of engineers, your position fact, than the norm. Our research-based intelligent
Hotel will be de-risked: maintenance issues logged are induction programme is pivotal in securing
responded to within 48 working hours, with a 97% membership past the first critical 6-week period,
We shall invest in the fabric, staff, and equipment first fix success rate on fitness equipment. as we know that, statistically, more members drop
within your Hotel. We undertake a comprehensive out during this time. Our purposeful approach to
survey of the fitness environment and invest in From our state-of-the-art gym equipment, to our member retention means that you derive better
whatever is needed to bring the facility to the industry-leading market intelligence gathering, not value for money from a Leisure Connection
requisite standard, in keeping with your brand. We only do we enhance the guest experience, we outsource programme.
have the financial strength of private equity backing capitalize on the local demographic, increasing
and can invest immediately in such areas – only gym membership and footfall into your hotel, thus Through seamless management, we
redeeming that investment over time. You will have introducing additional spend. Furthermore, as the shall increase membership, revenue, and
options on the equipment we install, and a say in facility’s membership and revenue increase, we profitability - all delivered and driven by a
the facility branding – it will all be entirely befitting of can tailor a risk-reward mechanism with you. team of leading industry specialists, with no
your hotel. financial risk to your hotel.
We work tirelessly and proactively to keep your
We are the ideal partner with whom to share your members once we get them. Many of our staff
Reliability and Maintainability risks. Through our training initiatives are to this end; therefore, it is no
PPM scheduling, 24/7 Technical Support Line, fluke that our retention is so high - 33% higher, in

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Of members recently surveyed
across our sites, 85% indicated they
would recommend joining the gym to
a friend or family member, 75% rated
the facility 8 out of 10, or higher, and
85% stated their visit today had been
‘Good’ or better.
A focus on well-being
Our primary expertise is in managing the well- Your guests will benefit from familiar staff and
being of your guests. We are the company with regular instructors, which means continuity of
exceptionally well-qualified instructors and the care and bespoke, closely monitored training
most personable and welcoming staff, who will programmes. Guests will be known by name and “I have always fought with depression... I really
encourage your guests to use and enjoy your afforded a very warm welcome, thus providing a wanted to kick the reliance on prescription
hotel’s gym facilities. seamless link from Reception to Gym. medication. My GP referred me... and I was
That our staff retention rate is significantly higher We shall ensure that your guests remain our put in touch with a specialist trainer who
than the industry norm is a testament to the value absolute priority, while enhancing your brand designed a personal plan. What a difference
we place on our colleagues. Such minimal attrition, proposition. This will release you to focus on it has made...I work out four times a week...
in turn, means that we can invest in our staff, and managing your core business, in the confidence and have ceased my reliance on prescription
provide an exceptional experience to all guests, that we have your leisure facilities covered. medication.”
in a caring environment to which guests will return
time and again. Our commitment to investing in our people
will lead to exceptional care and attention
being provided by our staff

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“I can’t believe how fantastic the personal
training team is. I always thought personal
training was too expensive and not for me –
how wrong I was. I can’t imagine working out
without my PT now.”
Why work with us?
What we mean to your guests
Your guests will benefit from bespoke health We shall design courtesy cards to display in your Complementing your Service…
and fitness programmes, as we recognise that guestrooms. These will extend a warm welcome, Amongst numerous options, we could provide a
everyone is different. This personal treatment will briefly outline the hotel health and leisure facilities, swimwear concession in the fitness facility, for the
assist the hotel in ensuring that every guest is and invite guests to refer to the Hotel Room convenience of your guests.
made to feel special. Directory for further information. Along with the
other facilities and treatments offered, the fitness … or Extending your Full Service Offer
Not only will we invest in and actively improve the suite will be well documented in the Directory. We can offer exciting opportunities to broaden
Leisure environment for guests, we shall devise Included will be clear and welcoming guidance your guest service provision, through spa services,
ways in which to encourage your guests to make that will serve to both invite and disinhibit, through nail bars etc. – elements we are proficient in
use of and enjoy the fitness facility. detailed information on how everything works. introducing into a variety of environments
Your guests will be welcomed into a fully
integrated Health & Leisure facility that will
enhance their stay with you.

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“The continued investment and expertise
provided by Hotel & Facilities Management by
Leisure Connection, in conjunction with the
Hotel, Park Inn Harlow, is having a positive
impact on the Health Club facility. They
have actively engaged the community with
marketing initiatives, leading to a significant
increase in club members. We look forward to
One member, making 3 visits to a continued partnership with Hotel & Facilities
your hotel’s health & leisure facility, Management by Leisure Connection to drive
constitutes 156 opportunities per club member & guest satisfaction.”
year to sell your hotel services
Kieron Golding -
General Manager, Park Inn Harlow
Collaborative Marketing
We shall work closely with your Marketing teams: We shall liaise with your hotel with regard to the We will design all internal and external marketing
supporting all your marketing campaigns and annual marketing plan and, together, devise to best retain and promote your hotel brand.
enhancing whatever events are hosted by your a ‘Campaign Calendar’ for the forthcoming Alternatively, we can deliver bespoke branding
Hotel. Our approach to marketing focuses on year. The Calendar will be planned for, and for your hotel, by creating the right image and
strategy – not the process itself. Using advanced adhered to throughout the year – but always marketing to best suit your environment. For
Leisure software, we have the ability to analyse with the flexibility to accommodate short-notice example, we have designed and developed new
data and generate full Mosaic profiles of members events. Our dedicated Hotel & Facilities Sales & health and leisure facilities brands to best support
and non-members within the local area. We then Marketing Manager will serve as Communications each of the Park Inn and Radisson Blu brands
have the acumen to use this assessment to Coordinator, and we shall send out details of within our Carlson Rezidor portfolio.
advise you on how to optimise your marketing and upcoming events to all the gym members.
maximise your membership. Enhancing the hotel’s profile and revenue,
through collaborative and purposeful
marketing

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Over 15% of our staff have
“The Swim School instructors are second to been with us for more than 5
none. They have taught all my children to swim years
and now they’re teaching me... At 45, I didn’t
think I’d ever swim a width, let alone...what I Over 11% have been with us for
can now achieve.” more than 10 years
Why work with us?
Industry-leading Training Development
Our approach to training is both innovative and The well-being of guests depends upon them We foster a sense of community and commitment
committed. We are constantly invigorating and feeling comfortable, safe, and in the hands among our staff, which translates into superior
diversifying the programmes we provide, to ensure of professionals within your leisure facility. All standards of service.
a positive trend in our staff retention. instructors recruited are qualified to Level 2, as
a minimum, and are enrolled on our Lifetime Leisure Connection colleagues are the best
Our teams complete many of their developmental Training Scheme to ensure continued professional trained in the industry – this is why we can
courses on line: minimising downtime, and development. We ensure that there is always a guarantee that your members will receive
ensuring that they remain close to your members. First Aid at Work qualified individual, or Emergency an outstanding service, in keeping with your
In addition, we secured the only direct Skills Responder lifeguard, on duty at all times. brand standards
Funding Agency contract in the industry, of just
under £1½ million, to deliver an apprenticeship We are known for valuing and developing our
and NVQ programme – with 374 colleagues staff, and are absolutely committed to succession
benefitting, last year. planning. People coming into the Leisure industry
can see that they have a bright future with us.

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Joe was given a work placement with
Leisure Connection...
“I was amazed at how fast my knowledge
and confidence grew... Learning on the job
alongside other trainers and instructors was
perfect... when I passed my Level 2... I was
ready for the working world.”
The leisure centre offered him a full-time
position as a fitness coach earlier this year.
Daily Mirror 02.02.12
Comprehensive Management Information and
Reporting
Our approach to MI production and reporting ‘one stop shop’ for the management of any the majority of MI generation and reporting can be
is both client-centric and innovative. We have fitness-specific operation. The package delivers bespoke to your hotel.
robust systems and processes for all our reporting significant levels of information that may not be
elements. The ‘Leisure Connection Quality currently available to you, including direct debit This information is invaluable and can be used
Management System’ controls all procedures and management, till operation, member-profiling to inform many aspects of our enhanced service
protocol – and any MI produced is unique to your reports, sales prospecting management, delivery: from e-marketing, membership referral
hotel and/or group. Once we have ascertained bookings, and income management. The product campaigns, and community development projects,
your MI drivers, we can report against these criteria is also web-based, which offers access 24-7 from the potential impact of its inclusion is profound.
– and generate hotel or group-wide data. Quite any location. This enables us to ensure that all Our fully transparent, industry-leading
simply, you can readily assess whatever elements performance against KPIs is readily available on systems and processes reduce risk, increase
are important to your business. one platform, at any given time. In addition, the control, and improve performance against
system will generate any report required on usage, your business metrics
As a matter of course, a leading Front of House dwell time, demographic profiling of members and
software package is also implemented in each of area, joiners, leavers, etc. Furthermore, due to the
our contracts. This has proven ability as a sophisticated nature of our Management software,

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“The handover and mobilization of the health
club operation across to Leisure Connection
was seamless, with every aspect covered
and no stone left unturned. The club was
refurbished and opened on time with zero
disruption to the hotel, whilst 100% of the team
transferred across.
The new club is a fantastic asset to the hotel
and membership has increased significantly in
the initial 9 months of the partnership.”
Richard Moore -
Area Vice President for Carlson Rezidor
Getting the Basics Right
Expert Mobilizations…
We are fully aware of the importance of a seamless As comprehensive as our mobilization planning
mobilisation – particularly in environments such is, often it is not the plan itself that defines the
as hotels, where the guest experience must be mobilization: it is how we react to the unexpected.
consistently good – 24/7. Although we try to plan for every eventuality, there
is always some new challenge that presents itself.
We have one of the most meticulous mobilization We consider the issue carefully, respond with
schemes in the industry, whereby our approach efficacy, and have the knowledge and experience
is comprehensive, considered, and totally to know that our response will pull the programme
flexible. Our collaborative style ensures maximum ‘back on track’. In the last 18 months, we have
future benefit, with minimal disruption. Once the successfully mobilised 11 new hotels.
provisional plan is drawn up, we consult with
members of every discipline – HR, Marketing, H&S With over 200 years’ collective senior
– until we arrive at the final draft. Even then, as we management industry experience, we can
recognise that each environment is entirely unique, confidently proclaim ourselves experts:
should any changes be necessary, we adapt our offering the lowest ‘risk of change’ and the
mobilization plan accordingly. highest potential for success

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In partnership with WheelPower, the national charity for Wheelchair Sport, we
manage the National Centre for Disability Sport at Stoke Mandeville Stadium –
the birthplace of the Paralympics.
Spurred by recent high profile events and a decade-long change in attitudes,
all inclusive sport take-up has increased significantly, with public and private
investment facilitating greater awareness and participation.
As part of Leisure Connection’s commitment to the community, we instigated
the Stoke Mandeville Institution for Sport Education (SMISE), a partnership
involving many notable entities, including WheelPower and the English
Federation of Disability Sport.
SMISE was created to deliver against a number of KPIs, including
‘empowering disabled people to play an active role in sport and physical
activity as coaches, leaders, officials and volunteers’. As a key partner to
SMISE, Leisure Connection has taken a leading role, particularly in fostering
local community relations, and promoting the value of sport to, and for,
disabled people.
Our engagement has promoted better local awareness and has undoubtedly
been a significant contributing factor to the ongoing success of the Stadium.
The increase in footfall – to almost half a million visitors – is a testament to the
facility’s success
A Caring & Responsible Company to Partner
Corporate Social Responsibility
In line with the caring ethos of our organisation,
our dedication to CSR is absolutely sincere. This
commitment is unequivocal, and our participation
in the community is celebrated at many of our sites
across the UK.
Stoke Mandeville Stadium is just one
illustration of our whole-hearted commitment
to CSR. ‘Consistency and co-ordination with
the community’ is our philosophy to social
responsibility – and is one that we shall integrate
with that of your hotel brand, as appropriate.

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Leisure Connection were the first Over the past 3 years, we have
site in the UK to install poolside LED reduced our Carbon Footprint
lighting - at their Stoke Mandeville by 37% and over last year saved
facility, in 2011 enough energy to power 400 homes
A Caring & Responsible Company to Partner
The environment
We have an ongoing strategy to effectively control Our endeavours were rewarded in October 2011 We always operate responsibly, so we are
and reduce energy costs, and are committed to when Leisure Connection was ranked as the committed to minimising our environmental
reducing CO2 and energy usage. highest placed Leisure Operator in the inaugural impact within your hotel and will support you
Carbon Reduction Commitment league table. This in all your ‘green’ initiatives
Since 2008, energy consumption has been initial success was followed by ‘Client of the Year’
reduced by over 35%, on a like for like basis. in the CIBSE Low Carbon Achievement Rewards
This has been achieved through significant team for our commitment and results within the National
member engagement, to change the hearts and Skill Development Corporation contract.
minds of those who operate our facilities every
day. These cultural and behavioural changes have We are fully committed to the government Carbon
delivered over half of the savings made, whilst Reduction Commitment legislation, having
since 2011, over £1.5 million has been invested in achieved Carbon Trust Standard accreditation
energy reducing technology. across our estate. In 2013, we plan to deliver
a further investment of £500,000 in Carbon
Reduction Technology.

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As part of an ongoing investment
programme, Pool Covers have
been introduced into our facilities
– they can reduce Pool Hall energy
consumption by 20%!
Complete Flexibility
And finally...
Our people work hard to achieve outstanding
Should you not wish to outsource your hotel’s We would be delighted to work with you – to align results for our clients and their guests. We do
leisure facility, fully, we can offer intelligent and ourselves with your brand, and be part of the not simply invest in the fabric of hotel leisure
practical service solutions through a consultancy future of your hotel. facilities; we also invest time and care in
arrangement. ensuring that our service is of an exceptional
From outstanding facilities and expert quality, and that we preserve the integrity of the
We are experts in the field of health & leisure, and management, to exceptional staff and flexible hotel brand.
are proud of the services we deliver; our rapid solutions – we will take care of everything
growth is a testament to the excellent work we are I believe this commitment to quality service
doing. has been a fundamental factor in our success
over the past two years: we consistently have a
The uniqueness of your hotel is important to us positive impact on our clients’ business metrics
and we shall invest ourselves in achieving your – enhancing guest experience and improving
objectives. We can be as flexible as you need us revenue.”
to be!
Julian Nicholls -
Chairman

16. Hotel Facilities
Management
by Leisure Connection
Potton House, Wyboston Lakes
Great North Road, Wyboston,
Bedfordshire
MK44 3BA
www.lcprivatemanagement.co.uk