BVLG - SPA - Treatment 23.07.23

1. Was the guest greeted or acknowledged within 90 seconds upon entering the spa or if a booking was made by telephone was the call answered within 3 rings with an appropriate greeting or in the case of digital communication, responded to within 3 minutes?

2. If an online spa booking facility was available, was it easy to navigate and book a treatment?

3. Did the employee clarify the exact treatment required (i.e. type, duration)?

4. If the booking was made within 24 hours, did the employee confirm therapist's gender at the time of booking and was this adhered to?

5. If asked, was the reception employee knowledgeable about the treatments and spa facilities?

6. Did the employee obtain the guest's name and room/contact number and repeat details of the booking?

7. Was a confirmation subsequently received and did it include spa etiquette and cancellation policy?

8. Did the employee advise the guest what time to arrive for the treatment and promote spa facilities, if available (i.e. pool, sauna, etc)?

9. When entering the spa was there a sense of arrival that was calm and serene (e.g. through light, sound and scent)?

10. Was there a designated employee present upon arrival?

11. Did the employee confirm the guest's appointment details (i.e. type and length of treatment)?

12. For first time guests, did the employee offer to escort the guest to the changing rooms and explain the layout and facilities?

13. Were appropriate size bathrobes and slippers provided and were they clean and in good condition?

14. During the arrival process was the guest made aware of how he/she should be attired for the selected treatment?

15. Did the employee advise the guest of the sequence of events (i.e. where to go once changed)?

16. Was the therapist available as per the booking time?

17. If the therapist was not available at the booking time, was an apology subsequently offered?

18. Did the therapist greet the guest and introduce herself/himself?

19. Did the therapist reconfirm the type and duration of the treatment booked?

20. Did the therapist carry out a personal health consultation or review the guest's health form, where applicable, prior to the treatment?

21. Did the therapist advise the oil/scent to be used for signature treatments or give the guest a choice of oils/scent for a non-signature massage?

22. Was privacy given during disrobing and the treatment?

23. Was there visual/verbal indication of spa employees washing hands prior to and following each treatment?

24. Did the therapist ensure that the guest was comfortable and that the room temperature was acceptable before commencing with the treatment?

25. With a massage was a bolster or rolled towel placed under the guest's ankles while on his/her front and under the knees while on his/her back, or the treatment bench adjusted if applicable?

26. Was an eye pad/face towel offered when guest turned on to their back (n/a for facials) and were proper draping techniques used?

27. Was the guest appropriately covered with towels or sheets?

28. In the case of a massage did the service provider confirm that the pressure was comfortable for the guest on two occasions during the treatment?

29. Was the treatment free of any interruptions and outside noise?

30. Was soothing/relaxing music played at an appropriate volume or natural environmental sounds, where applicable (rustling leaves, ocean if outdoor)?

31. Did the treatment begin and end on time and last for the full duration?

32. Upon completion of the treatment, did the therapist ascertain the guest's satisfaction and provide post treatment advice (i.e. drink lots of water, skin care advice, etc.)?

33. Was a choice of beverage offered upon completion of the treatment or available in the relaxation room?

34. Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?

35. Was local mineral water or hotel filtered bottled water promoted?

36. Was the guest escorted back to the lounge, changing/locker room or reception area and thanked?

37. Did the treatment received reflect what was advertised?

38. Was the treatment room and relaxation room (if applicable) clean and well presented with all of the fresh linen/towels clean and in excellent condition?

39. Was the bill clearly itemized and correct and if presented, in a clean billfold (or similar) that was in good condition?

40. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

41. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

42. Was the employee’s speech clear and use of English satisfactory, enabling engagementin two-way conversation with the guest?

43. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

44. Did the employee use the guest's name naturally and discreetly without overusing it?

45. Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required?

46. Was service anticipatory / intuitive with the employee thinking ahead to act on future needs / opportunities of the guest?

47. Did the employee adapt to a changing situation and/or guest's need?

48. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

49. Did an employee personalize the interaction in any way and engage the guest as an individual?

50. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

51. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

52. Did employees maintain alert postures and respect the guest's presence when interacting with each other?

53. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative / resolution?