Title Page

  • Document No.

  • Audit Title

  • Client / Site

  • Conducted on

  • Prepared by

  • Location
  • Personnel

  • 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

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