Title Page
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Conducted on
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Prepared by
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Location
Treatment Room Standards
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Appealing aroma or scent
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Clean and in good condition
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Linens clean and in good condition
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Music, background
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Medium lighting for guest arrival, and then dimmed for treatment (for private room treatments only)
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Linens/covers are folded back to an approximate 45 degree angle and prepared with the appropriate table-scaping (e.g. coverlets or blankets)
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Treatment table is pre-warmed, if present (e.g. pedicure chair)
Treatment Standards
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Make immediate eye contact, smile and acknowledge you
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Provides eye contact and smiles throughout the warm welcome
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Uses guest's name throughout transaction
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Escort guest to treatment area, engaging in quiet conversation along the way
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Ask how often you enjoy Spa treatments
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Ask guest to remove all jewelry, as applicable to treatment type
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Explain treatment you are receiving
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o Offer guest to smell treatment products being used
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o If guest is receiving an aromatherapy treatment, allow guest to choose their own scent
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Up sell additional services if guest has not already booked one (e.g. add a facial, increase treatment time, add an in-treatment enhancement)
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Explain disrobing and draping process, if required by treatment
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Advise guest of proper body positioning (e.g. face down) to begin treatment
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Inquire about health issues or recent injuries that they should be aware of
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At beginning of treatment ask a question about comfort, for example:
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o Degree of pressure (e.g. hard, soft) (treatment specific)
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o Type and volume of music (private room)
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o Room lighting level (private room)
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o Temperature (private room)
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Present and discuss home care recommendation form.
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Therapist must leave the room to provide privacy during disrobing and knock before coming back into the 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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Honor requests/concerns (pressure, focus areas)
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Verify your comfort a minimum of 1 time during treatment
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Keep additional conversation to a minimum, speaking only when prompted
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Answer any questions that the guest asks accurately without offering medical advice
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Perform treatment as described
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Ensure that areas not being worked on are appropriately covered with towels/sheets, if applicable.
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Begin and end on time
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o Treatment time begins when picked up in relaxation lounge/locker room
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o Treatment time ends when therapist leaves the treatment room
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o It is acceptable if treatment ends marginally after scheduled time
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After concluding the treatment, therapist must minimally Offer beverage to the guest
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Provide beverage if accepted
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Offer to escort the guest to the relaxation room
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Provide escort, if accepted
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Present home care recommendation form and discuss the benefits with guest
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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 with us,” “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
