Title Page

  • Conducted on

  • Prepared by

  • Location

Spa Reservation

  • Answer phone within 3 rings

  • o    Number of rings after transfer from hotel operator to Spa reservations

  • Provide warm welcome

  • Introduce self during initial greeting

  • Use your name during call

  • Have phone smile

  • Avoid dead space and have a pleasant, non-monotonous tone of voice

  • Display active listening by not asking guest to repeat any information

  • Address any nervousness on the part of the guest

  • Hold time, if any, does not exceed 3 minutes

  • Exhibit knowledge of services available

  • Describe:

  • o    Any packages available (if applicable)

  • o    Services available

  • o    Spa facilities (e.g. sauna, pool)

  • Offer to make reservations

  • Quote rates and inclusions (e.g. gratuity, service charge)

  • Attempt to:

  • o    Educate guest on Spa service booked

  • o    Educate on use and flow of spa facilities

  • o    Up-sell services (other services)

  • Offer at least one in-treatment enhancement (e.g. hot stones, scalp massage) (US/CALA)

  • Be knowledgeable about Spa services and facilities without needing to put guest on hold to find answers to questions

  • Employee must ask for Guest name

  • Guest preferences (e.g. type of services or preferences)

  • Treatment date and time

  • Employee explains Spa's cancellation policy

  • Offer further assistance to the guest (“Is there anything else I may assist you with?”)

  • Demonstrate appreciation (e.g. “Thank you,” “We look forward to welcoming you,” “It was a pleasure”)

  • Provide a warm & sincere closing (e.g. “Have a pleasant evening/afternoon” )

  • Mention own name at any time during encounter

  • 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”

  • Offer alternatives that may help meet the need in another way

  • 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

  • Confirmation must be professionally presented Printed and not hand-written

  • Appropriate verbiage and titles is used in e-mails and texts

  • Employees are expected to provide a service experience that positively influences emotional engagement

Check-In Experience

  • Make immediate eye contact, smile and acknowledge you

  • Acknowledge you if you are waiting in line

  • Provide eye contact and smiles throughout the warm welcome

  • Ask for name and use it throughout transaction

  • Ask if you have an appointment/treatment

  • Retrieve reservation immediately

  • Confirm and describe services

  • Up sell additional services (e.g. add a facial, increase treatment time, add an in-treatment enhancement)

  • Describe amenities (e.g. complimentary beverages, spa/sauna, wet lounge, relaxation lounge)

  • Escort you to locker room and introduce you to Spa valet if at station

  • o    Escort is required, but it is acceptable to be conducted by an employee

  • o    In 2 level Spas, it is acceptable for the employee to escort you to within sight of the locker room

  • Employee must offer a service/solution/opportunity to meet an anticipated need

  • 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”

  • Offer alternatives that may help meet the need in another way

  • Check in must take 5 minutes or less

  • 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”,

  • Demonstrate appreciation (e.g. “Thank you,” “We appreciate you staying,” “It was a pleasure”)

  • Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)

  • Mention own name at any time during encounter

Check-Out Experience

  • Make immediate eye contact, smile and acknowledge you

  • Acknowledges you if you are waiting in line

  • Provides eye contact and smiles throughout the warm welcome

  • Employee asks for name and uses it throughout transaction

  • Ask how treatment was

  • Offer to schedule treatments for either same day or future date

  • Showcase the products used in the treatment

  • Product suggestions should feel genuine to the guest rather than an attempt to increase revenue

  • Inform you of the Spa service charge (gratuity)

  • o    If hotel does not charge service charge or gratuity automatically, guest should be informed that no gratuity has been charged

  • o    Aggressive gratuity solicitation is not acceptable

  • Verify and process payment

  • Provide a copy of bill

  • o    Neat and legible

  • o    Accurate

  • o    In a folio or envelope

  • Conduct transactions discreetly

  • Employee must offer a service/solution/opportunity to meet an anticipated need

  • 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”

  • Offer alternatives that may help meet the need in another way

  • Employee must conduct entire transaction in less than 5 minutes (Excluding time waiting in line)

  • 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”,

  • Demonstrate appreciation (e.g. “Thank you,” “We appreciate you staying,” “It was a pleasure”)

  • Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)

  • Mention own name at any time during encounter

  • Employees are expected to provide a service experience that positively influences emotional engagement

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.