Title Page
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Conducted on
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Prepared by
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Location
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Name of the employee audited
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The guest is called for their treatment in a discreet and personalized manner. The therapist proactively approaches the guest
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Therapist introduces themselves by name and offers a gracious gesture in greeting
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Therapist is highly articulate and avoids slang and excessive use of phrase-fragments
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Therapist is exceptionally polite and gracious
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If the guest is wearing jewelry into the treatment room, they are asked to remove it; staff presents a specific vessel to hold small items and reminds the guest of their belongings at end of treatment
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When appropriate, therapist describes the treatment before beginning
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Before beginning, therapist inquires about any medical concerns and/or special requirements
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Therapist executes the treatment with complete regard for information offered by the guest
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Therapist exhibits a genuine sense of concern for the guest's comfort and safety
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When advised of any sort of guest discomfort or concern with the treatment, therapist sincerely apologizes and takes reasonable, corrective action
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If appropriate, therapist demonstrates complete respect for guest's privacy by using discreet draping techniques
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During the treatment, therapist is genuinely expert, using precise and consistent techniques
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Therapist comports themselves in a way that allows for a completely relaxing and restful experience
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Therapist does not initiate excessive conversation or make unprofessional comments
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Therapist can accurately and knowledgeably answer reasonable guest questions without offering "medical" advice
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Any information offered by therapist is relevant and appropriately shared
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Therapist is appropriately present throughout the treatment and does not leave for a significant amount of time without explanation
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Therapist is aware of other treatments the guest has booked during the same spa visit to ensure a sense of continuity
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The guest's name is used naturally as a signal of recognition
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Therapist closes interactions with polite, appropriate remarks
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Therapist escorts the guest to/from lounges, waiting areas or reception area if using a spa suite
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Treatment begins and ends on schedule, within five minutes of expected or booked time
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Therapist automatically offers/provides a beverage; it is served at an appropriate time
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Therapists encountered are extremely well-groomed
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Treatment room/salon is conveniently designed and immaculate in appearance
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Seating is extremely comfortable
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All furnishings, equipment and implements are immaculate, hygienic and neatly organized/arranged
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When inside a private treatment room, ambiance is relaxed, quiet, private and comfortable
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Therapist can control environmental comfort factors such as temperature and music when inside a private treatment room
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The interior design style of the salon is high quality and in keeping with the design style of the spa's public spaces
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Products used during the treatment are high quality
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Following the treatment, nails appear professionally groomed