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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Telephone conversation is calm and clear
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The guest is always asked permission before being placed on hold
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No telephone hold longer than 30 seconds without offering a call-back
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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 can knowledgeably, clearly and unpretentiously describe treatments and their benefits so that the guest knows exactly what to expect
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Staff leads the conversation and exhibits an interest in the guest's spa experience
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Appointments are efficiently booked, with staff guiding the guest to the most logical and convenient sequence of multiple treatments
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Dependent on region, the guest is always offered choice of therapist gender for massage and body treatments or advised of gender if choice is not available
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If requested treatment(s) are not available at desired times, thoughtful alternatives are offered
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The guest's name is used naturally as a signal of recognition
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Staff briefly describes facilities available at the Spa
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Staff indicates an appropriate arrival time for registration and to enjoy the facilities.The guest is fully prepared for their visit following the call
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Staff conveys enthusiasm
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Staff clearly explains cancellation policies and any penalty
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Details of the booking are repeated for confirmation
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Staff specifically thanks the guest and makes a further polite remark
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Booking services are handled without excessive delays or interruptions
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Confirmation is offered and received within 24 hours of the call; general e-mail inquiries are completed within 24 hours
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Confirmation is accurate
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All communications are personalized, professional and accurately represent the property and/or brand
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If an online spa booking system is available, it is easy to navigate and complete a reservation
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Spa menu is current and consistent and lists available treatments with descriptions; prices, if included, are accurate
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Spa offers an excellent variety of services within its menu, including a selection of treatments that appeal to all guests. The menu accurately reflects the style and /or destination of the Spa
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Spa service menu includes wellness programs or advanced wellness offerings
