73r74.0010.spa departure

Spa front desk agent provides complete check of experience

Must minimally - ask how treatment was, offer to schedule additional treatments, showcase product treatments, inform of spa service charge, verify and process payment, provide a copy of the bill, conducted discretely

Spa checkout is handled in a timely manner- less than 5 minutes

Employee owns and resolves guest opportunities immediatey

Employee must: listen actively, offer genuine apology, ask effective questions to get to the root cause, communicate current status or resolution within 10 minutes of defect being reported, thank the guest, ensure re-engagement through confirming satisfaction

Employee takes care and pride of personal appearance

Name badge worn on the left side

Uniform must be clean and pressed, consistent among employees

Service pins - max 2

Shoes- polished, closed toe and maximum of 3 inches

Hair - male clean and natural color, bangs above eyebrow, sideburns, not extended past midpoint of ear, mustaches- neat, well groomed not past mouth

Jewelry - max 1 ring per hand, bracelet/ watch, 1 per arm, no earrings allowed

Hair female, clean well groomed, accessories neutral color, bangs end above the eyebrow

Female- makeup appears natural

Jewelry - female 2 rings per hand, bracelet/ watch 1 per arm,earrings - smaller than 1 inch

Hose must be neutral in color

Employee a provides a warm welcome

Immediately make eye contact, smile and acknowledge

Extend a warm greeting

Provide eye contact throughout the warm welcome

Employee either asks for guest name or gets it from luggage tag and uses it throughout the transaction

Employee provides a fond farewell

Provide a fond farewell

Offers additional assistance

Mention their own name during the interaction

Employee uses appropriate verbiage and is "on stage"

Uses appropriate verbiage

Smiles and maintains eye conact

Maintains on stage presence and posture

Engage in genuinely warm conversation to connect with your emotions

Only engage in work related conversation with other employee

Employee anticipates needs

Employee must offer a service/ solution/ opportunity to meet an anticipated need

Employee enhanced emotional positive engagement

Must positively influence emotional engagement by doing 1 of the following: Confidence, Integrity, Pride, Passion

Employee enhance emotional negative engagement

Must negatively influence emotional engagement by doing 1 of the following: Confidence, Integrity, Pride, Passion