Page 325 - NRH FY20 Approved Budget

DEPARTMENT / DIVISION FUND
PARKS & RECREATION – NRH CENTRE PARK FACILITIES DEVELOPMENT
PROGRAM NAME
NRH CENTRE ADMINISTRATION

DESCRIPTION / MISSION
The NRH Centre Management and Operations division oversees the daily operations and supervision of the following areas:
indoor aquatics, fitness/wellness, recreation programming and sports leagues. The NRH Centre, an 86,000 square foot state-of-
the art LEED certified complex, provides health, wellness, aquatics and recreation programs and events for all ages within the
community. The NRH Centre offers amenities for all ages and stages of life, including: a double gymnasium, indoor aquatics
facility, fitness areas, elevated walk/run track, multi-purpose rooms, pre-school and a therapeutic massage room. The NRH Centre
encompasses programming and services that include a wide variety of areas such as: physical development, group fitness,
personal training, massage therapy, family enrichment, active adult wellness, indoor aquatics, youth birthday parties, swim
lessons, sports leagues, special events, children and youth programs and camps.

GOALS
• To provide remarkable guest service with attention to member/guest relationships and responsive communication. (Positive City
Image)
• To manage and provide a safe, clean and attractive facility. (Safety and Security)
• To manage revenues and expenses to achieve targeted net revenue goals. (Financial Stability)
• To incorporate health and wellness emphasis within all recreation and aquatics programs and services. (A Sense of Community)
• To provide innovative and creative quality classes, programs, services and events by maximizing the capacity of the NRH
Centre. (A Sense of Community)

OBJECTIVES
• Fiscally manage identified cost centers to meet overall cost recovery goal of 94%.
• Coordination of Guest Service training schedule for continual staff development within all aspects of guest relations.
• Develop educational and promotional materials and information for the NRH Centre Membership sales achieving a 55% retention
rate for annual membership types.
• Continue development of innovative classes/programs in all cost centers of the NRH Centre. Continued use and development of
online program surveys for guest satisfaction of the programs offered.
• Ongoing development and utilization of online guest service surveys through Constant Contact two (2) times per year to obtain
specific feedback on guest service, membership, and facility operations.
• Development of a membership marketing and retention plan including promotional events emphasizing membership
connections, communications and connectedness.
• Utilize Constant Contact, Facebook, Twitter and the NRH Centre website for web based communications, email promotions and
advertising to feature NRH Centre memberships, programs, services, and events to current and future guests.
2017-18 2018-19 2019-20
PERFORMANCE MEASURES ACTUAL REVISED ESTIMATED
Goal: Financial Stability
% Of cost recovery (without GF Contribution) 100% 97% 96%
Total membership revenue (annual, monthly, and drop in
membership sales) $1,426,627.00 $1,420,000.00 $1,420,000.00
Total NRH Centre Revenue (with GF Contribution) $3,455,805.00 $3,472,980.00 $3,437,102.00
Goal: Efficient and Effective Delivery of City Services
# Of patrons served per FTE (based on total FTE) 36,130 36,114 36,114
Total # of membership types sold 3,936 4,000 4,000
% Of classes made 94% 94% 94%
% Of change in cost recovery from prior year 0.00% 0.00% 1.00%
% Of annual membership retention rate-all terms (Feb to Feb) 52% 55% 55%
Annual attendance 420,190 420,000 420,000
Average daily recreation center attendance (361 operating days) 1,164 1,163 1,163
Customer satisfaction rating (scale of 1-5) 4.75 4.75 4.75

321