24SPAARR

Enter Spa Front Desk agent name(s)

Employee was present as required

Spa Front Desk agent provides check-in experience

Spa reservation is correct

Check-in is timely

Spa Front Desk agent upsells additional services

Spa Front Desk Agent: If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

Spa Front Desk Agent - Warm welcome/greeting provided

Spa Front Desk agent provides a warm welcome (Three Steps of Service)

Spa Front Desk Agent - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

Spa Front Desk agent uses appropriate verbiage and shows genuine concern

Spa Front Desk Agent does not decline a request without offering alternatives

Spa Front Desk agent is "On Stage"

Spa Front Desk Agent - Well-groomed and professional, wearing a uniform

Spa Front Desk agent takes pride in and care of personal appearance

Spa Front Desk Agent - Guest name used during the experience, when known

Spa Front Desk agent anticipates need(s) (Three Steps of Service)

Spa Front Desk Agent - Further assistance offered to the guest

Spa Front Desk Agent - Warm and sincere closing offered and appreciation demonstrated

Spa Front Desk agent provides a fond farewell (Three Steps of Service)

Spa Front Desk agent enhances emotional engagement (positive)

Spa Front Desk agent enhances emotional engagement (negative)

Spa Front Desk Agent - The overall experience met guest expectations and was free of negative detractors

Enter Spa Valet/Attendant name(s)

Spa Valet/Attendant provides spa attire

Spa Valet/Attendant escort to locker area meets standard

Spa Valet: Warm welcome/greeting provided

Spa Valet provides a warm welcome (Three Steps of Service)

Spa Valet: Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

Spa Valet uses appropriate verbiage and shows genuine concern

Spa Valet does not decline a request without offering alternatives

Spa Valet is "On Stage"

Spa Valet: Well-groomed and professional, wearing a uniform

Spa Valet takes pride in and care of personal appearance

Spa Valet: Guest name used during the experience, when known

Spa Valet anticipates need(s) (Three Steps of Service)

Spa Valet: Further assistance offered to the guest

Spa Valet: Warm and sincere closing offered and appreciation demonstrated

Spa Valet provides a fond farewell (Three Steps of Service)

Spa Valet enhances emotional engagement (positive)

Spa Valet enhances emotional engagement (negative)

Spa Valet: The overall experience met guest expectations and was free of negative detractors