Title Page
-
Conducted on
-
Prepared by
-
Employee
-
Telephone conversation is calm and clear
-
The guest is always asked permission before being placed on hold
-
No telephone hold longer than 30 seconds without offering a call-back
-
Staff is highly articulate and avoids slang and excessive use of phrase-fragments
-
Staff is polite and maintains a gracious tone and appropriate pace throughout the intera
-
Staff can knowledgeably, clearly and unpretentiously describe treatments and their benefits so that the guest knows exactly what to expect
-
Staff leads the conversation and exhibits an interest in the guest's spa experience
-
Appointments are efficiently booked, with staff guiding the guest to the most logical and convenient sequence of multiple treatments
-
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
-
If requested treatment(s) are not available at desired times, thoughtful alternatives are offered
-
The guest's name is used naturally as a signal of recognition
-
Staff briefly describes facilities available in the spa
- Yes
- No
- N/A
-
Staff indicates an appropriate arrival time for registration and to enjoy the facilities. The guest is fully prepared for their visit following the call
-
Staff conveys enthusiasm
-
Staff clearly explains cancellation policies and any penalty
-
Details of the booking are repeated for confirmation
-
Staff specifically thanks the guest and makes a further polite remark
-
Booking services are handled without excessive delays or interruptions
-
Confirmation is offered and received within 24 hours of the call; general email inquiries are completed within 24 hours
-
Confirmation is accurate
-
All communications are personalized, professional and accurately represent the property and/or brand
-
If an online spa booking system is available, it is easy to navigate and complete a reservation
-
Spa menu is current and consistent and lists available treatments with descriptions; prices, if included, are accurate
-
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
-
Spa service menu includes wellness programs or advanced wellness offerings
-
Staff politely acknowledges the guest when appropriate and reasonably possible
-
Staff is highly articulate and avoids slang and excessive use of phrase-fragments
-
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
-
Staff readily smiles and maintains an engaging expression
-
Staff makes eye contact and keeps focus on the guest
-
Staff inquires about the guest's satisfaction and exhibits a genuine sense of interest and concern for the guest
-
Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful
-
Staff performs the requirements of their department knowledgeably and proficiently
-
The guest's name is used naturally as a signal of recognition
-
Staff accurately reconfirms the treatments booked
-
If a consultation form or waiver is provided, the timing is convenient and the presentation is refined
-
Staff offers at least a partial escort to locker rooms, relaxation lounges or a full escort if going directly to a spa suite
-
The guest does not have to wonder or ask where to go to change, wait for therapists, go between treatments
-
A helpful, unrushed orientation and tour of the spa and locker room is automatically provided for first-time guests
-
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
-
When settling the folio, staff specifically thanks the guest and makes a further polite remark
-
Bills are easy to read and presented for review in a convenient and discreet manner
-
Bills are accurate
-
At no time during the spa visit is there any overt gratuity solicitation or aggressive product pushing
-
All staff encountered are extremely well-groomed while appropriately representing the property style
-
Staff maintains alert posture and behaves professionally in view of the guest
-
The service is handled without excessive delays or interruptions
- Yes
- No
- N/A
-
The guest receives a strong sense of personalized service from the reception staff
- Yes
- No
- N/A
-
Did the spa experience stand out in any way?
Acknowledgement
-
Add signature
