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Site conducted
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Conducted on
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Prepared by
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Location
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First Impression - Service Behaviors <br>Follow the 15 / 5 (4.6m / 1.5 m) Rule, Maintain good posture and eye contact, Be well-groomed and professional
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Associate provides check-in experience <br>Confirm reservation, Briefly describe amenities and/or treatment flow, Complete check-in experience in 5 minutes or less, Escort to locker
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Associate upsells additional services: Must minimally upsell additional services<br>
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Escort to Locker Area: Provide key to locker or explain locking device, Offer escort to locker, Offer tour of facility: If accepted, tour is helpful and unrushed
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Associate owns and resolves guest's requests and opportunities immediately <br>
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Associate does not decline a request without offering alternatives <br>
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Associate uses appropriate verbiage and shows genuine care and interest
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Associate is knowledgeable and confident <br>
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Personalized service delivered during interaction
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Service is thoughtful and intuitive, demonstrating anticipatory service when appropriate<br>and helpful
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Spa Attire Provided: Robe, Slippers (Associate must ask shoe size of guest to provide slippers)
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Professional persona provided: Only engage in work-related conversation with other associates when guests present, Offer an escort as well as directions if a location that the guest asked about is not in visible sight
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Guest name used during the experience, when known <br>
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Closing Guest Interaction – Service Behaviors
