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 employee audited
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Staff acknowledges the guest when appropriate and reasonably possible
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Staff is highly articulate and avoids slang and excessive use of phrase-fragments
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Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
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Staff readily smiles and maintains an engaging expression
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Staff makes eye contact and keeps focus on the guest
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Staff inquires about the guest's satisfaction and exhibits a genuine sense of interest and concern for the guest
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Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful
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Staff performs the requirements of their department knowledgeably and proficiently
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The guest's name is used naturally as a sign of recognition
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Staff accurately reconfirms the treatments booked
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If a consultation form or waiver is provided, the timing is convenient and the presentation is refined
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The guest does not have to wonder or ask where to go to change, wait for therapists, go between treatments
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A helpful, unrushed orientation and tour of the spa and locker room is automatically provided for first-time guests
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If treatments are provided in a spa suite, an unrushed but brief orientation to the suite's amenities and explanation of inactive treatment time is shared with the guest upon arrival to the spa suite
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When settling the folio, staff specifically thanks the guest and makes a further polite remark
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Bills are always easy to read and presented for review in a convenient and refined manner
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Bills are accurate
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At no time during the spa visit is there any overt gratuity solicitation or aggressive product pushing
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All staff encountered are extremely well-groomed
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Staff maintains alert posture and behaves professionally in view of the guest
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The service is handled without excessive delays or interruptions
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The guest receives a strong sense of personalized service from the reception staff
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Did the Spa experience stand out in any way?
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Staff offers at least a partial escort to locker rooms, relaxation lounges or a full escort if going directly to a Spa suite
