Forbes- Spa Reception Services

Staff 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

Staff reconfirms the treatments booked and offers at least a partial escort to locker rooms, relaxation lounges or a full escort if going directly to a spa suite

If a consultation form or waiver is provided, the timing is convenient and the presentation is refined

All details of the spa reservation are completely accurate in execution

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

The guest's name is used naturally as a signal of recognition

Spa attire is appropriately sized

When settling the folio, staff specifically thanks the guest and makes a further polite remark

Bills are always easy to read and presented for review in a convenient and refined 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

Staff maintains alert posture and behaves professionally in view of the guest

The service is handled without excessive delays or interruptions

The guest receives a strong sense of personalized service from the reception staff

Was there something particularly impressive about the spa experience?