Spa
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Site conducted
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Conducted on
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Prepared by
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Location
Spa – Reservation
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Telephone call must be answered within three (3) rings, Offer a warm welcome/greeting, Speak in an efficient, yet unhurried manner. (Ask first to be placed on hold, if applicable)
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Telephone - Reservation Agent follows luxury phone etiquette, Avoid dead space (i.e., a long pause in speaking) and have an enthusiastic tone of voice <br>
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If hold is longer than 30 seconds, Agent must offer to call back
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Reservation Agent questions effectively to book reservation. Agent must reconfirm reservation:<br>Guest name<br>Date and time of treatment<br>Services booked and preferences<br>
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Reservation Agent is knowledgeable about the services offered to book reservation. Exhibit knowledge of services available<br>Describe/explain key features, such as:<br>o Any packages available (if applicable)<br>o Services/treatments available<br>o Spa facilities (e.g., sauna, pool)<br>Offer to make reservations<br>Educate guest on Spa service booked<br>Invite guest to arrive early to use the other facilities
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Reservation Agent quotes rates and inclusions. Quote rates and inclusions (e.g., gratuity, service charge)<br>o It is acceptable if applicable taxes are not quoted
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Reservation Agent explains cancellation policy<br>
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Reservation Agent uses appropriate verbiage and shows genuine care and interest
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Confirmation sent to guest. Written/Digital confirmation is given to the guest prior to the service. <br>
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Agent is knowledgeable and confident <br>
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Agent delivered personalized service during interaction <br>
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Guest name used during the experience, when known <br>
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Telephone - Closing Guest Interaction
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The overall experience met guest expectations and was free of negative detractors
