Title Page

  • Site conducted

  • Conducted on

  • Prepared by

  • Location

Body Treatment 1

  • The guest is called for their treatment in a discreet and personalized manner. The therapist proactively approaches the guest

  • Therapist introduces themselves by name and offers a gracious gesture in greeting

  • Therapist is highly articulate and avoids slang and excessive use of phrase-fragments

  • Therapist is exceptionally polite and gracious

  • If the guest is wearing jewelry into the treatment room, they are asked to remove it. Staff presents a specific vessel to hold small items and reminds the guest of their belongings at end of treatment

  • When appropriate, therapist describes the treatment before beginning

  • Before beginning, therapist inquires about any medical concerns or allergies

  • The guest's general wellness and goals are discussed

  • Therapist executes the treatment with complete regard for information offered by the guest

  • Therapist exhibits a genuine sense of concern for the guest's comfort and safety

  • When advised of any sort of guest discomfort or concern with the treatment, therapist sincerely apologizes and takes reasonable, corrective action

  • Therapist demonstrates complete respect for guest privacy

  • Therapist stays in the room throughout the treatment, except at the outset and conclusion

  • Therapist performs the treatment as expected, using consistent techniques

  • Therapist comports themselves in a way that allows for a completely relaxing and restful treatment

  • Therapist does not initiate excessive conversation or make unprofessional comments

  • Therapist can accurately and knowledgeably answer reasonable guest questions without offering "medical" advice

  • When appropriate, therapist offers practical advice to demonstrate an interest in the guest's continued wellbeing

  • After treatment is executed, the products and application produce the promised effects as reasonably applicable

  • Therapist is aware of other treatments the guest has booked during the same spa visit to ensure a sense of continuity

  • Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  • Therapist closes interactions with polite, appropriate remarks

  • The guest is escorted to and from the treatment room

  • Treatment begins and ends on schedule, within five minutes of expected or booked time

  • Therapist automatically offers/provides a beverage; it is served at an appropriate time

  • Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  • Treatment room is immaculate in appearance

  • The treatment table setup, including the linens and pillows, is extremely comfortable and luxurious

  • All furnishings, linens and equipment are immaculate, hygienic and neatly organized/arranged at all times

  • At all times during the treatment, ambiance is relaxed, quiet, private and comfortable

  • Environmental comfort factors such as temperature and music can be adjusted from inside the treatment room

  • Products used during a scrub or wrap are high quality

Body Treatment 2

  • The guest is called for their treatment in a discreet and personalized manner. The therapist proactively approaches the guest

  • Therapist introduces themselves by name and offers a gracious gesture in greeting

  • Therapist is highly articulate and avoids slang and excessive use of phrase-fragments

  • Therapist is exceptionally polite and gracious

  • If the guest is wearing jewelry into the treatment room, they are asked to remove it. Staff presents a specific vessel to hold small items and reminds the guest of their belongings at end of treatment

  • When appropriate, therapist describes the treatment before beginning

  • Before beginning, therapist inquires about any medical concerns or allergies

  • The guest's general wellness and goals are discussed

  • Therapist executes the treatment with complete regard for information offered by the guest

  • Therapist exhibits a genuine sense of concern for the guest's comfort and safety

  • When advised of any sort of guest discomfort or concern with the treatment, therapist sincerely apologizes and takes reasonable, corrective action

  • Therapist demonstrates complete respect for guest privacy

  • Therapist stays in the room throughout the treatment, except at the outset and conclusion

  • Therapist performs the treatment as expected, using consistent techniques

  • Therapist comports themselves in a way that allows for a completely relaxing and restful treatment

  • Therapist does not initiate excessive conversation or make unprofessional comments

  • Therapist can accurately and knowledgeably answer reasonable guest questions without offering "medical" advice

  • When appropriate, therapist offers practical advice to demonstrate an interest in the guest's continued wellbeing

  • After treatment is executed, the products and application produce the promised effects as reasonably applicable

  • Therapist is aware of other treatments the guest has booked during the same spa visit to ensure a sense of continuity

  • Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  • Therapist closes interactions with polite, appropriate remarks

  • The guest is escorted to and from the treatment room

  • Treatment begins and ends on schedule, within five minutes of expected or booked time

  • Therapist automatically offers/provides a beverage; it is served at an appropriate time

  • Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  • Treatment room is immaculate in appearance

  • The treatment table setup, including the linens and pillows, is extremely comfortable and luxurious

  • All furnishings, linens and equipment are immaculate, hygienic and neatly organized/arranged at all times

  • At all times during the treatment, ambiance is relaxed, quiet, private and comfortable

  • Environmental comfort factors such as temperature and music can be adjusted from inside the treatment room

  • Products used during a scrub or wrap are high quality

Facial Treatment

  • The guest is called for their treatment in a discreet and personalized manner. The therapist proactively approaches the guest

  • Therapist introduces themselves by name and offers a gracious gesture in greeting

  • Therapist is highly articulate and avoids slang and excessive use of phrase-fragments

  • Therapist is exceptionally polite and gracious

  • If the guest is wearing jewelry into the treatment room, they are asked to remove it. Staff presents a specific vessel to hold small items and reminds the guest of their belongings at end of treatment

  • When appropriate, therapist describes the treatment before beginning

  • Before beginning, therapist inquires about any medical concerns and/or special requirements. A brief skin assessment is also performed

  • Therapist executes the treatment with complete regard for information offered by the guest

  • Therapist exhibits a genuine sense of concern for the guest's comfort and safety

  • When advised of any sort of guest discomfort or concern with the treatment, therapist sincerely apologizes and takes reasonable, corrective action

  • Therapist demonstrates complete respect for guest privacy

  • Therapist stays in the room throughout the treatment, except at the outset and conclusion

  • Therapist performs the treatment as expected, using consistent techniques

  • Therapist provides adequate information to guide guest through the treatment while still allowing for a completely relaxing and restful experience

  • Therapist does not initiate excessive conversation or make unprofessional comments

  • Therapist can accurately and knowledgeably answer reasonable guest questions without offering "medical" advice

  • When appropriate, therapist offers practical advice to demonstrate an interest in the guest's continued wellbeing

  • During facials, massage techniques are luxuriously provided, particularly during periods where esthetician is otherwise unoccupied

  • After treatment is executed, the products and application produce the promised effects as reasonably applicable

  • Therapist is aware of other treatments the guest has booked during the same spa visit to ensure a sense of continuity

  • Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  • Therapist closes interactions with polite, appropriate remarks

  • The guest is escorted to and from the treatment room

  • Treatment begins and ends on schedule, within five minutes of expected or booked time

  • Therapist automatically offers/provides a beverage; it is served at an appropriate time

  • Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  • Treatment room is immaculate in appearance

  • The treatment table setup, including the linens and pillows, is extremely comfortable and luxurious

  • All furnishings, linens and equipment are immaculate, hygienic and neatly organized/arranged at all times

  • At all times during the treatment, ambiance is relaxed, quiet, private and comfortable

  • Environmental comfort factors such as temperature and music can be adjusted from inside the treatment room

  • Products used during facials are high quality

Nail Treatment

  • The guest is called for their treatment in a discreet and personalized manner. The therapist proactively approaches the guest

  • Therapist introduces themselves by name and offers a gracious gesture in greeting

  • Therapist is highly articulate and avoids slang and excessive use of phrase-fragments

  • Therapist is exceptionally polite and gracious

  • If the guest is wearing jewelry into the treatment room, they are asked to remove it. Staff presents a specific vessel to hold small items and reminds the guest of their belongings at end of treatment

  • When appropriate, therapist describes the treatment before beginning

  • Therapist executes the treatment with complete regard for information offered by the guest

  • Before beginning, therapist inquires about any medical concerns and/or special requirements

  • Therapist exhibits a genuine sense of concern for the guest's comfort and safety

  • When advised of any sort of guest discomfort or concern with the treatment, therapist sincerely apologizes and takes reasonable, corrective action

  • If appropriate, therapist demonstrates complete respect for guest's privacy by using discreet draping techniques

  • During the treatment, therapist is genuinely expert, using precise and consistent techniques

  • Therapist comports themselves in a way that allows for a completely relaxing and restful treatment

  • Therapist does not initiate excessive conversation or make unprofessional comments

  • Therapist can accurately and knowledgeably answer reasonable guest questions without offering "medical" advice

  • When appropriate, therapist offers practical advice to demonstrate an interest in the guest's continued wellbeing

  • Therapist is appropriately present throughout the treatment and does not leave for a significant amount of time without explanation

  • Therapist is aware of other treatments the guest has booked during the same spa visit to ensure a sense of continuity

  • The guest's name is used naturally as a signal of recognition

  • Therapist closes interactions with polite, appropriate remarks

  • Therapist escorts the guest to/from lounges, waiting areas or reception area if using a spa suite

  • Treatment begins and ends on schedule, within five minutes of expected or booked time

  • Therapist automatically offers/provides a beverage; it is served at an appropriate time

  • Therapists encountered are extremely well-groomed while appropriately representing the property style

  • Treatment room/salon is conveniently designed and immaculate in appearance

  • Seating is extremely comfortable

  • All furnishings, equipment and implements are immaculate, hygienic and neatly organized/arranged

  • When inside a private treatment room, ambiance is relaxed, quiet, private and comfortable

  • Environmental comfort factors such as temperature and music can be adjusted from inside the private treatment room

  • The interior design style of the salon is high quality and in keeping with the design style of the spa's public spaces

  • Lotions, masks and scrubs used during the treatment are presented in a personalized manner and in unique/decorative vessels

  • Products used during the treatment are high quality

  • Following the treatment, nails appear professionally groomed

Public Areas / Locker Rooms

  • When approaching and/or entering the spa, there is a strong sense of arrival in terms of design and/or notable elements

  • All public areas have an extremely fresh, comfortable atmosphere at all times during the spa visit

  • There is always a strong sense of calm throughout all public areas of the spa

  • The public areas at the spa are conveniently laid out to allow guests to access all facilities in comfort

  • The assigned locker is comfortably located, and the guest is adequately distanced from other guests

  • Shared public spaces are generously spacious; the guest is not required to wait for a place to change, groom or relax

  • When appropriate to the destination, co-ed relaxation lounges are available

  • Separate men's and women's relaxation lounges are available

  • Staff within the public areas comport themselves professionally, with discretion and complete respect for the guest's space and privacy

  • Staff within the public areas are exceptionally polite when speaking with the guest

  • Staff does not decline any request without offering appropriate alternatives

  • The locker rooms and grooming areas are extremely clean and in excellent condition. Untidy conditions are regularly tended to

  • Hot water, strong pressure and no vacillating water temperatures are present in showers

  • A variety of wet facilities is available, including at least one heat therapy option

  • All wet facilities are exceptional in terms of design, quality or technology

  • Showers are extremely clean and hygienic in appearance and in excellent condition

  • Wet facilities are extremely clean and hygienic, in excellent condition and in working order

  • Amenities are always plentifully stocked and conveniently arranged in showers and dressing areas

  • Shower amenities are exceptionally luxurious in quality and presentation

  • Liquid soap, shampoo, conditioner, body lotion, deodorant, swabs, powerful hairdryers and hair products are available. Shower caps are also available in women's dressing areas

  • High quality disposable razors and shaving cream, sanitized hairbrushes and combs for a variety of hair types, face moisturizer, contact lens solution and cases and an electric curling and flat iron can be readily provided without delay

  • Sufficient appropriately sized towels are neatly arranged in convenient locations

  • Robes and sandals/slippers are provided and neatly arranged

  • Spa attire is appropriately sized

  • Towels and robes are extremely soft and plush and sandals/slippers are comfortable

  • All linens and spa attire are completely clean and in excellent condition

  • Linens and sandals/slippers are disposed of discreetly

  • Lockers are immaculate and in excellent condition

  • Lockers are conveniently sized and equipped with at least one high quality multi-functioning hanger

  • Water is readily available, without need for guest request, in all public areas of the spa

  • Refreshments offered at the spa include beverages and dry and fresh snacks. At least one snack option is nutritionally focused

  • All spa refreshments are of exceptional quality, including at least one specialty item

  • Food and beverages are distinctively presented in exceptionally high quality serviceware

  • Refreshments are well-stocked, fresh and appetizing in overall appearance

  • Calming activities or reading materials are provided in public spaces and spa suites

  • The relaxation/waiting and reception areas are clean and in excellent condition

  • The use of sound, light, scent and other sensory elements combine to create a distinctive sense of place and promote general wellbeing

  • The architectural and interior design style of the spa is notable in quality, interest or execution. There are no signs of remodeling done in cycles

  • The interior design style of the treatment rooms is exceptional and in keeping with the design style of the spa's public spaces

  • If available, the exterior design style of the spa is notable and complements the location and interior design of the spa

  • All staff encountered are wearing clean and well-fitted uniforms

  • The staff uniforms are exceptional in design and style

  • There is a strong sense of health safety and security throughout the spa

Reception Services

  • Staff politely acknowledges the guest when appropriate and reasonably possible

  • Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  • Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  • Staff readily smiles and maintains an engaging expression

  • Staff makes eye contact and keeps focus on the guest

  • Staff inquires about the guest's satisfaction and exhibits a genuine sense of interest and concern for the guest

  • Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  • Staff performs the requirements of their department knowledgeably and proficiently

  • Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  • Staff accurately reconfirms the treatments booked

  • If a consultation form or waiver is provided, the timing is convenient and the presentation is refined

  • Staff offers at least a partial escort to locker rooms, relaxation lounges or a full escort if going directly to a spa suite

  • A helpful, unrushed orientation and tour of the spa and locker room is automatically provided for first-time guests

  • If treatments are provided in a spa suite, an unrushed but brief orientation to the suite's amenities and explanation of inactive treatment time is shared with the guest upon arrival to the spa suite

  • When settling the folio, staff specifically thanks the guest and makes a further polite remark

  • Bills are easy to read and presented for review in a convenient and discreet manner

  • Bills are accurate

  • At no time during the spa visit is there any overt gratuity solicitation or aggressive product pushing

  • Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  • Staff maintains alert posture and behaves professionally in view of the guest

  • The service is handled without excessive delays or interruptions

Reservation Service

  • Telephone conversation is calm and clear

  • The guest is always asked permission before being placed on hold

  • No telephone hold longer than 30 seconds without offering a call-back

  • Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  • Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  • Staff can knowledgeably, clearly and unpretentiously describe treatments and their benefits so that the guest knows exactly what to expect

  • Staff leads the conversation and exhibits an interest in the guest's spa experience

  • Appointments are efficiently booked, with staff guiding the guest to the most logical and convenient sequence of multiple treatments

  • If requested treatment(s) are not available at desired times, thoughtful alternatives are offered

  • Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  • Staff describes facilities available in the spa

  • Staff recommends an appropriate arrival time for registration and to enjoy the facilities

  • Staff clearly explains cancellation policies and any penalty

  • Details of the booking are repeated for confirmation

  • Staff specifically thanks the guest and makes a further polite remark

  • Booking services are handled without excessive delays or interruptions

  • Confirmation is offered and received within two hours of the call

  • Confirmation is accurate

  • General email inquiries and booking requests are completed within 24 hours

  • All communications are personalized

  • All communications are professionally formatted and accurately reflect the property and/or brand

  • If an online spa booking or request system is available, it is easy to navigate and complete a reservation/request

  • Spa menu is current and consistent and lists available treatments with descriptions; prices, if included, are accurate

  • Spa offers an excellent variety of services within its menu, including a selection of treatments that appeal to all guests. The menu accurately reflects the style and/or destination of the spa

  • Spa service menu includes wellness programs or advanced wellness offerings

Sign-off

  • Audit Completed By:

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