Title Page
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Conducted on
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Prepared by
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Location
Spa Reservation
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Answer phone within 3 rings
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o Number of rings after transfer from hotel operator to Spa reservations
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Provide warm welcome
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Introduce self during initial greeting
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Use your name during call
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Have phone smile
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Avoid dead space and have a pleasant, non-monotonous tone of voice
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Display active listening by not asking guest to repeat any information
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Address any nervousness on the part of the guest
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Hold time, if any, does not exceed 3 minutes
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Exhibit knowledge of services available
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Describe:
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o Any packages available (if applicable)
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o Services available
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o Spa facilities (e.g. sauna, pool)
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Offer to make reservations
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Quote rates and inclusions (e.g. gratuity, service charge)
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Attempt to:
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o Educate guest on Spa service booked
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o Educate on use and flow of spa facilities
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o Up-sell services (other services)
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Offer at least one in-treatment enhancement (e.g. hot stones, scalp massage) (US/CALA)
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Be knowledgeable about Spa services and facilities without needing to put guest on hold to find answers to questions
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Employee must ask for Guest name
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Guest preferences (e.g. type of services or preferences)
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Treatment date and time
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Employee explains Spa's cancellation policy
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Offer further assistance to the guest (“Is there anything else I may assist you with?”)
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Demonstrate appreciation (e.g. “Thank you,” “We look forward to welcoming you,” “It was a pleasure”)
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Provide a warm & sincere closing (e.g. “Have a pleasant evening/afternoon” )
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Mention own name at any time during encounter
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If guest makes a special request employee must Not just say “No” but use a polite denial, e.g. “I am afraid that we are unable to do that at this time”
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Offer alternatives that may help meet the need in another way
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Written confirmation is given to the guest prior to the service in one of the following manners E-mail ,Text, Hard copy delivered to guest room, Hard copy given to guest prior to leaving Spa, when booking in person
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Confirmation must be professionally presented Printed and not hand-written
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Appropriate verbiage and titles is used in e-mails and texts
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Employees are expected to provide a service experience that positively influences emotional engagement
Check-In Experience
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Make immediate eye contact, smile and acknowledge you
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Acknowledge you if you are waiting in line
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Provide eye contact and smiles throughout the warm welcome
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Ask for name and use it throughout transaction
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Ask if you have an appointment/treatment
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Retrieve reservation immediately
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Confirm and describe services
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Up sell additional services (e.g. add a facial, increase treatment time, add an in-treatment enhancement)
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Describe amenities (e.g. complimentary beverages, spa/sauna, wet lounge, relaxation lounge)
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Escort you to locker room and introduce you to Spa valet if at station
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o Escort is required, but it is acceptable to be conducted by an employee
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o In 2 level Spas, it is acceptable for the employee to escort you to within sight of the locker room
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Employee must offer a service/solution/opportunity to meet an anticipated need
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If guest makes a special request employee must Not just say “No” but use a polite denial, e.g. “I am afraid that we are unable to do that at this time”
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Offer alternatives that may help meet the need in another way
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Check in must take 5 minutes or less
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Offer further assistance to the guest (“Is there anything else I may assist you with?”, “Please let us know if there’s anything we can do to make your stay more enjoyable”,
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Demonstrate appreciation (e.g. “Thank you,” “We appreciate you staying,” “It was a pleasure”)
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Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)
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Mention own name at any time during encounter
Check-Out Experience
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Make immediate eye contact, smile and acknowledge you
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Acknowledges you if you are waiting in line
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Provides eye contact and smiles throughout the warm welcome
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Employee asks for name and uses it throughout transaction
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Ask how treatment was
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Offer to schedule treatments for either same day or future date
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Showcase the products used in the treatment
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Product suggestions should feel genuine to the guest rather than an attempt to increase revenue
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Inform you of the Spa service charge (gratuity)
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o If hotel does not charge service charge or gratuity automatically, guest should be informed that no gratuity has been charged
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o Aggressive gratuity solicitation is not acceptable
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Verify and process payment
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Provide a copy of bill
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o Neat and legible
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o Accurate
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o In a folio or envelope
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Conduct transactions discreetly
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Employee must offer a service/solution/opportunity to meet an anticipated need
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If guest makes a special request employee must Not just say “No” but use a polite denial, e.g. “I am afraid that we are unable to do that at this time”
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Offer alternatives that may help meet the need in another way
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Employee must conduct entire transaction in less than 5 minutes (Excluding time waiting in line)
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Offer further assistance to the guest (“Is there anything else I may assist you with?”, “Please let us know if there’s anything we can do to make your stay more enjoyable”,
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Demonstrate appreciation (e.g. “Thank you,” “We appreciate you staying,” “It was a pleasure”)
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Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)
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Mention own name at any time during encounter
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Employees are expected to provide a service experience that positively influences emotional engagement
