The Pinnacle Leisure Centre
Content
The Pinnacle Leisure Centre
Scenario
The Pinnacle Leisure facility is a leisure centre that offers many and varied
recreational opportunities such as badminton, soccer, squash, swimming, gym
and sauna and steam rooms. The gym has recently been refurbished and
now houses a wide range of modern health and fitness equipment. The
Centre has a large restaurant and bar, which it uses for many social and
business events. There is also a shop that sells sporting equipment,
accessories and various products. The Leisure Centre is ten years old and is
located on a former college site hence it name. The facility is in the middle of
the Borough of Lewisham, which is one of London’s 32 Boroughs.
Ruth Morgan-Smyth is the Leisure Centre Manager. She has been working at
the Centre for a number of years. She and her deputy Stephan Steinberg
uses mainly manual business systems to run the Centre. However, this is the
age of computers! Both Ruth and Stephan realise the importance of effective
information systems if the Centre is to remain successful and provide a high
level of service to customers.
She has recently completed a management course and Stephan is currently
doing a National Diploma for IT Practitioners. They have collectively identified
the need for extensive staff training so that all staff appreciate the importance
of effective and efficient:
. Administration Systems
. Communication Systems
. Management Information Systems.
The Centre is owned and run by the local authority making it a Public Sector
operation, whose primary purpose is to provide a service to local residents.
The management team and staff structure is typical of a local authority
provision, as they have become an in-house DSO (Direct Service
Organisation). As such they are attempting to operate as a contracted area
with an annual subsidy of One Hundred and Eighty Five Thousand Pounds
(£185,000.00).
The Centre has a manager, senior assistant and six assistant managers.
Ruth and Stephan have decided to work very closely together to bring the
Centre into the 21st century. They have six functional managers, Louise
Goates (Marketing), Patricia Ormsher (Human Resources/Personnel), Rhoda
Kelly (Sales), Asif Patel (Finance), Akinbode Bakare (Purchasing and
Administration) and Graham Sykes (Leisure Service).
/var/www/apps/conversion/tmp/scratch_2/295045948.doc
1
Marketing - Louise Goates is the line manager for two members of staff:
Jette Hughes, the Members Coordinator and Tony Francis, the Events Coordinator. These two co-ordinators are each responsible for several staff. The
Marketing Team obtains weekly updates from Graham Sykes (Leisure
Service), on areas such as members’ data and potential promotional
information. E.g. Forthcoming events, special offers, new courses etc…
Human Resources/Personnel - Patricia Ormsher is the line manager
for the Payroll Officer, Junu Chatergee and the Recruitment Officer, Patrick
Jones. These two members of staff both have a small team of staff working for
them. Areas of responsibilities include checking the time sheets of all weekly
staff to ensure details are correct, prior to forwarding to Finance; processing
vacancy requests and enquiries for the department, along with the upkeep of
Job Descriptions & Personal Specifications; and identifying and monitoring
Training and Development within the organisation.
Sales - Rhoda Kelly is the line manager for the Shop Supervisor, Jeff Li and
the Restaurant Supervisor, Margaret Goldsmith. These supervisors manage a
team of part time staff. Rhoda has a fortnightly meeting with Finance to
discuss invoices and purchase order queries, as well as a weekly meeting
with Graham Sykes to discuss the meeting of income targets.
Finance - Asif Patel is the line manager for the Finance Officer, Martin
Dolphin, who is in turn responsible for three clerks. The finance team
maintain and update an authorized suppliers list, as well as the sales ledgers,
purchase orders, staff pay and salary details and the leisure centre’s income
and expenditure position.
Purchasing and Administration - Akinbode Bakare is the line manager
for two office supervisors, Bob Tsang and Katie Roberts and one head
receptionist, Andy Crowson. Both Bob and Katie have a small team of admin
clerks to help them. Two part time receptionists, Joanne Murray and Tom
Chell report to Andy Crowson. Andy liaises on a daily basis with Duty
Managers on operational items within the reception area. While the Office
Supervisors, are responsible for all correspondence in and out of the Centre
and the placing of orders on request, from the various functional areas.
Leisure Service - Graham Sykes is the line manager for a large team of
full and part time leisure attendants, fitness instructors and general cleaning
staff. Waged and weekly instructors need to get their time sheets signed and
varied prior to being sent to HR. Request for uniform orders and cleaning
equipment is made to the Purchase and Admin Team. The Duty managers
also need to cash all areas at the close of business each day. A three-shift
system is deployed to cover the extensive opening hours with a Duty Manager
on each roster:
7.00a.m. to 11.00 p.m. Monday through to Friday, and 7.00 a.m. – 7.00
p.m. at weekends
/var/www/apps/conversion/tmp/scratch_2/295045948.doc
2
Human Resources/Personnel
Recruitment and Staff Appointments
Any functional area manager requiring a new member of staff completes a
Request for New Staff form for the recruitment officer who with HR approves
or rejects the creation of the post. The job details are then emailed to the
Marketing dept who advertises the post in local free papers and trade
magazines. Respective orders are placed through Purchase and Admin. The
applicants who apply and are then sent the job description (JD), Person
Specification (PS) and an application form. Online applications are sent the
application form and JD immediately by email; the postal and telephone
applications are dealt with at the end of the day. Completed online and postal
application forms are returned to HR (Faxed application forms are not
accepted), within a two-week deadline and then forwarded to the Manager of
the Department who is has made the request for the new member of staff.
This Manager then uses the person specification of the JD to create a shortlist
of preferred candidates which is sent to HR and then notified by post. On
completion of the interviews the successful applicant will be notified and once
an acceptance letter is received all the unsuitable applicants will be notified by
post. The new member’s of staff details are written to their Employee Record,
which is on an A4 card and stored in a folder in the Employee Record filing
cabinet.
Training Needs Identification
The new member of staff then undergoes the LC new staff induction
programme. All details of the induction undergone and completed along with
further training and development are stored in the Employee Personal Review
and Staff Development file. The employee can request further training to
further their career or to improve their performance by completing the Staff
Development Request Form. Managers can initiate training on the basis of
poor performance or external changes such as changing Health and Safety
legislation or changing customer demands. There is an Annual Review
process where the employee is interviewed and a standard Employees
Review and Staff Development Record is completed. This is stored with their
Employee Record in the Employee Record filing cabinet. Issues that the
employee may want to raise can be raised and acted upon.
Training and Staff Development
Once training has been agreed a decision is made to whether the training can
be delivered in-house by LC or by external trainers or for the training to be
delivered off site by external trainers. If the trainers are to be external trainers
Patricia Ormsher will look up the Approved Trainers Log to find an approved
trainer to contact and arrange training. A deposit will be made to secure the
training. If the training is to be in-house the manager will discuss the training
with the selected trainer/s and request a training program which will be sent
by post to the designated staff. The date, nature, time, description of and the
attendees will be recorded in Department Staff Development Log. In addition
dates and attendees details will be entered into Holiday and Approved
Absence Spreadsheet. This enables managers to plan for absences. Once
the training has been completed the details are entered into the Employees
Review and Staff Development Record. In cases where Managers feel the
/var/www/apps/conversion/tmp/scratch_2/295045948.doc
3
need for training is urgent they will contact Patricia Ormsher and request they
arrange training for the employee.
Leave and Sickness
All holidays are booked by filling in a yellow Annual Leave card, which is given
to the Manager. To ensure adequate cover each manager checks the request
against already authorised requests, which are recorded on an Annual
Holiday Planner Chart. Once authorised, the Annual Leave cards are
forwarded to HR where the details are entered in the HR Holiday and
Approved Absence spreadsheet. The cards are then returned and kept by
each manager in their Department employee filing cabinet. Line Managers
inform HR of details of salaried staff absences due to sickness. These details
are then entered in the Department Employees Sickness Book this is usually
done on an ad hoc basis (when it happens) and kept in the employee filing
cabinet in HR.
/var/www/apps/conversion/tmp/scratch_2/295045948.doc
4
Leisure and Recreational Services
Membership System
Members or non-members can book activities or functions at Pinnacle
Leisure. To become a member a membership form is requested in person
and the form given out at Reception or the receptionist takes details on the
telephone and sends the forms out when there is time available. There are
different costs for different types of members such as Individual, Family,
Young Persons Senior Citizen and Corporate. For corporate membership a
list of 50 or multiples of 50 names and phone numbers must be provided.
Membership cards are posted within seven days on receipt of payment by
cheque, credit or debit card. The name, addresses and contact phone
numbers are entered into a Members file and the applications forms stored in
a filing cabinet. This data is used to send penalty letters when a facility or
service has been booked but not used. This data is also used by the
Marketing to post a quarterly newsletter and other promotional material out to
past and present members.
Leisure and Recreational Bookings
Bookings for sporting (leisure and recreational), activities e.g. badminton,
squash, soccer sessions and swimming lessons are made in person or by
phone. Members can book an activity up to six days in advance and pay
when they use it, non members can only book on the day. bookings are taken.
The bookings are taken at reception and entered onto the Weekly Booking
Sheets. There is one for each day of the week and it outlines the various
areas within the centre, (in columns and rows the time period available), from
8.00 a.m. to 10.00 p.m. Payment is made when the customer arrives at the
Centre and can be made cash, cheque or a credit card. If in the case of
members who have booked a facility but not used it a letter will be sent
charging the member for the unused facility.
Function Bookings
The Admin and Purchase Team take bookings for functions or social events
e.g. parties and conferences for corporate members. Enquiries can be to the
Leisure Centre receptionist concerning costs and availability but bookings
have to be made in writing or in person to Admin and Purchase Team. To
determine availability the senior receptionist contacts the Manager of Leisure
Services to check availability in the Facilities Booking Diary and confirms
availability. Once availability is confirmed the booking is usually made in
writing with a 10% deposit. The balance or outstanding amount is requested
through the form of an invoice sent out by Finance. Requests for catering
and bar facilities and any other special facilities must be in writing and are
recorded in the Facilities Booking Diary.
Staffing
Hourly paid staff, (includes swimming instructors, aerobic instructors and
badminton instructors), who work with Leisure operatives with special
expertise’s to deliver many of the seasonal leisure programmes e.g. Summer
Football schools. The Leisure Services Manager undertakes the recruitment
of these staff and their details are stored in a card index system. These
hourly paid employees fill in a weekly time sheet, which are checked by the
/var/www/apps/conversion/tmp/scratch_2/295045948.doc
5
Leisure Services Manager every Thursday and then sent to the Finance and
Admin Section. A photocopy is taken and stored in the filing cabinet in the
Managers office. Hourly paid absences are recorded in the Duty Managers
diary and checked against submitted time timesheets.
All holidays for salaried staff are booked by filling in a yellow Annual Leave
card which is given to the Manager. The manager checks these request
against the year’s planned activities and already authorised requests to
ensure sufficient cover. Once authorised, the details are forwarded to HR and
the cards are retained by the manager in their Department employee filing
cabinet.
/var/www/apps/conversion/tmp/scratch_2/295045948.doc
6
Scenario
The Pinnacle Leisure facility is a leisure centre that offers many and varied
recreational opportunities such as badminton, soccer, squash, swimming, gym
and sauna and steam rooms. The gym has recently been refurbished and
now houses a wide range of modern health and fitness equipment. The
Centre has a large restaurant and bar, which it uses for many social and
business events. There is also a shop that sells sporting equipment,
accessories and various products. The Leisure Centre is ten years old and is
located on a former college site hence it name. The facility is in the middle of
the Borough of Lewisham, which is one of London’s 32 Boroughs.
Ruth Morgan-Smyth is the Leisure Centre Manager. She has been working at
the Centre for a number of years. She and her deputy Stephan Steinberg
uses mainly manual business systems to run the Centre. However, this is the
age of computers! Both Ruth and Stephan realise the importance of effective
information systems if the Centre is to remain successful and provide a high
level of service to customers.
She has recently completed a management course and Stephan is currently
doing a National Diploma for IT Practitioners. They have collectively identified
the need for extensive staff training so that all staff appreciate the importance
of effective and efficient:
. Administration Systems
. Communication Systems
. Management Information Systems.
The Centre is owned and run by the local authority making it a Public Sector
operation, whose primary purpose is to provide a service to local residents.
The management team and staff structure is typical of a local authority
provision, as they have become an in-house DSO (Direct Service
Organisation). As such they are attempting to operate as a contracted area
with an annual subsidy of One Hundred and Eighty Five Thousand Pounds
(£185,000.00).
The Centre has a manager, senior assistant and six assistant managers.
Ruth and Stephan have decided to work very closely together to bring the
Centre into the 21st century. They have six functional managers, Louise
Goates (Marketing), Patricia Ormsher (Human Resources/Personnel), Rhoda
Kelly (Sales), Asif Patel (Finance), Akinbode Bakare (Purchasing and
Administration) and Graham Sykes (Leisure Service).
/var/www/apps/conversion/tmp/scratch_2/295045948.doc
1
Marketing - Louise Goates is the line manager for two members of staff:
Jette Hughes, the Members Coordinator and Tony Francis, the Events Coordinator. These two co-ordinators are each responsible for several staff. The
Marketing Team obtains weekly updates from Graham Sykes (Leisure
Service), on areas such as members’ data and potential promotional
information. E.g. Forthcoming events, special offers, new courses etc…
Human Resources/Personnel - Patricia Ormsher is the line manager
for the Payroll Officer, Junu Chatergee and the Recruitment Officer, Patrick
Jones. These two members of staff both have a small team of staff working for
them. Areas of responsibilities include checking the time sheets of all weekly
staff to ensure details are correct, prior to forwarding to Finance; processing
vacancy requests and enquiries for the department, along with the upkeep of
Job Descriptions & Personal Specifications; and identifying and monitoring
Training and Development within the organisation.
Sales - Rhoda Kelly is the line manager for the Shop Supervisor, Jeff Li and
the Restaurant Supervisor, Margaret Goldsmith. These supervisors manage a
team of part time staff. Rhoda has a fortnightly meeting with Finance to
discuss invoices and purchase order queries, as well as a weekly meeting
with Graham Sykes to discuss the meeting of income targets.
Finance - Asif Patel is the line manager for the Finance Officer, Martin
Dolphin, who is in turn responsible for three clerks. The finance team
maintain and update an authorized suppliers list, as well as the sales ledgers,
purchase orders, staff pay and salary details and the leisure centre’s income
and expenditure position.
Purchasing and Administration - Akinbode Bakare is the line manager
for two office supervisors, Bob Tsang and Katie Roberts and one head
receptionist, Andy Crowson. Both Bob and Katie have a small team of admin
clerks to help them. Two part time receptionists, Joanne Murray and Tom
Chell report to Andy Crowson. Andy liaises on a daily basis with Duty
Managers on operational items within the reception area. While the Office
Supervisors, are responsible for all correspondence in and out of the Centre
and the placing of orders on request, from the various functional areas.
Leisure Service - Graham Sykes is the line manager for a large team of
full and part time leisure attendants, fitness instructors and general cleaning
staff. Waged and weekly instructors need to get their time sheets signed and
varied prior to being sent to HR. Request for uniform orders and cleaning
equipment is made to the Purchase and Admin Team. The Duty managers
also need to cash all areas at the close of business each day. A three-shift
system is deployed to cover the extensive opening hours with a Duty Manager
on each roster:
7.00a.m. to 11.00 p.m. Monday through to Friday, and 7.00 a.m. – 7.00
p.m. at weekends
/var/www/apps/conversion/tmp/scratch_2/295045948.doc
2
Human Resources/Personnel
Recruitment and Staff Appointments
Any functional area manager requiring a new member of staff completes a
Request for New Staff form for the recruitment officer who with HR approves
or rejects the creation of the post. The job details are then emailed to the
Marketing dept who advertises the post in local free papers and trade
magazines. Respective orders are placed through Purchase and Admin. The
applicants who apply and are then sent the job description (JD), Person
Specification (PS) and an application form. Online applications are sent the
application form and JD immediately by email; the postal and telephone
applications are dealt with at the end of the day. Completed online and postal
application forms are returned to HR (Faxed application forms are not
accepted), within a two-week deadline and then forwarded to the Manager of
the Department who is has made the request for the new member of staff.
This Manager then uses the person specification of the JD to create a shortlist
of preferred candidates which is sent to HR and then notified by post. On
completion of the interviews the successful applicant will be notified and once
an acceptance letter is received all the unsuitable applicants will be notified by
post. The new member’s of staff details are written to their Employee Record,
which is on an A4 card and stored in a folder in the Employee Record filing
cabinet.
Training Needs Identification
The new member of staff then undergoes the LC new staff induction
programme. All details of the induction undergone and completed along with
further training and development are stored in the Employee Personal Review
and Staff Development file. The employee can request further training to
further their career or to improve their performance by completing the Staff
Development Request Form. Managers can initiate training on the basis of
poor performance or external changes such as changing Health and Safety
legislation or changing customer demands. There is an Annual Review
process where the employee is interviewed and a standard Employees
Review and Staff Development Record is completed. This is stored with their
Employee Record in the Employee Record filing cabinet. Issues that the
employee may want to raise can be raised and acted upon.
Training and Staff Development
Once training has been agreed a decision is made to whether the training can
be delivered in-house by LC or by external trainers or for the training to be
delivered off site by external trainers. If the trainers are to be external trainers
Patricia Ormsher will look up the Approved Trainers Log to find an approved
trainer to contact and arrange training. A deposit will be made to secure the
training. If the training is to be in-house the manager will discuss the training
with the selected trainer/s and request a training program which will be sent
by post to the designated staff. The date, nature, time, description of and the
attendees will be recorded in Department Staff Development Log. In addition
dates and attendees details will be entered into Holiday and Approved
Absence Spreadsheet. This enables managers to plan for absences. Once
the training has been completed the details are entered into the Employees
Review and Staff Development Record. In cases where Managers feel the
/var/www/apps/conversion/tmp/scratch_2/295045948.doc
3
need for training is urgent they will contact Patricia Ormsher and request they
arrange training for the employee.
Leave and Sickness
All holidays are booked by filling in a yellow Annual Leave card, which is given
to the Manager. To ensure adequate cover each manager checks the request
against already authorised requests, which are recorded on an Annual
Holiday Planner Chart. Once authorised, the Annual Leave cards are
forwarded to HR where the details are entered in the HR Holiday and
Approved Absence spreadsheet. The cards are then returned and kept by
each manager in their Department employee filing cabinet. Line Managers
inform HR of details of salaried staff absences due to sickness. These details
are then entered in the Department Employees Sickness Book this is usually
done on an ad hoc basis (when it happens) and kept in the employee filing
cabinet in HR.
/var/www/apps/conversion/tmp/scratch_2/295045948.doc
4
Leisure and Recreational Services
Membership System
Members or non-members can book activities or functions at Pinnacle
Leisure. To become a member a membership form is requested in person
and the form given out at Reception or the receptionist takes details on the
telephone and sends the forms out when there is time available. There are
different costs for different types of members such as Individual, Family,
Young Persons Senior Citizen and Corporate. For corporate membership a
list of 50 or multiples of 50 names and phone numbers must be provided.
Membership cards are posted within seven days on receipt of payment by
cheque, credit or debit card. The name, addresses and contact phone
numbers are entered into a Members file and the applications forms stored in
a filing cabinet. This data is used to send penalty letters when a facility or
service has been booked but not used. This data is also used by the
Marketing to post a quarterly newsletter and other promotional material out to
past and present members.
Leisure and Recreational Bookings
Bookings for sporting (leisure and recreational), activities e.g. badminton,
squash, soccer sessions and swimming lessons are made in person or by
phone. Members can book an activity up to six days in advance and pay
when they use it, non members can only book on the day. bookings are taken.
The bookings are taken at reception and entered onto the Weekly Booking
Sheets. There is one for each day of the week and it outlines the various
areas within the centre, (in columns and rows the time period available), from
8.00 a.m. to 10.00 p.m. Payment is made when the customer arrives at the
Centre and can be made cash, cheque or a credit card. If in the case of
members who have booked a facility but not used it a letter will be sent
charging the member for the unused facility.
Function Bookings
The Admin and Purchase Team take bookings for functions or social events
e.g. parties and conferences for corporate members. Enquiries can be to the
Leisure Centre receptionist concerning costs and availability but bookings
have to be made in writing or in person to Admin and Purchase Team. To
determine availability the senior receptionist contacts the Manager of Leisure
Services to check availability in the Facilities Booking Diary and confirms
availability. Once availability is confirmed the booking is usually made in
writing with a 10% deposit. The balance or outstanding amount is requested
through the form of an invoice sent out by Finance. Requests for catering
and bar facilities and any other special facilities must be in writing and are
recorded in the Facilities Booking Diary.
Staffing
Hourly paid staff, (includes swimming instructors, aerobic instructors and
badminton instructors), who work with Leisure operatives with special
expertise’s to deliver many of the seasonal leisure programmes e.g. Summer
Football schools. The Leisure Services Manager undertakes the recruitment
of these staff and their details are stored in a card index system. These
hourly paid employees fill in a weekly time sheet, which are checked by the
/var/www/apps/conversion/tmp/scratch_2/295045948.doc
5
Leisure Services Manager every Thursday and then sent to the Finance and
Admin Section. A photocopy is taken and stored in the filing cabinet in the
Managers office. Hourly paid absences are recorded in the Duty Managers
diary and checked against submitted time timesheets.
All holidays for salaried staff are booked by filling in a yellow Annual Leave
card which is given to the Manager. The manager checks these request
against the year’s planned activities and already authorised requests to
ensure sufficient cover. Once authorised, the details are forwarded to HR and
the cards are retained by the manager in their Department employee filing
cabinet.
/var/www/apps/conversion/tmp/scratch_2/295045948.doc
6
