26SPADPT

Enter Spa Valet/Attendant name(s)

Spa Valet/Attendant: Warm welcome/greeting provided

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

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

Spa Valet/Attendant uses appropriate verbiage and shows genuine concern

Spa Valet/Attendant 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

Enter Spa Front Desk agent name(s)

Employee was present as required

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 takes 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

Spa check-out is handled in a timely manner

Spa Front Desk Agent owns and resolves guest's requests and opportunities immediately

Spa Front Desk Agent determines satisfaction with treatment

Spa Front Desk Agent informs guest of gratuity

Spa Front Desk Agent provides accurate bill

Spa Front Desk Agent upsells additional treatments and products