2018 saw the launch of our own bespoke team training and recognition programme GEM’s (Going the Extra Mile) across all of our centres, which aims to ensure that our guests receive an exceptional experience when visiting our centres and engaging with our teams. GEM’s is a way of recognising and rewarding individual team members who have provided a consistent exceptional guest experience. To complement GEMs, we have also launched our Sparkler Awards for those one-off acts which are deserving of special recognition.

The whole programme has been welcomed by our teams and has already had a demonstrable positive impact on our mystery shopper scores recently conducted through Revo ACE awards scheme and has shown a huge improvement across all centres with an industry-leading average score of 86%.