GH SPA Treatment BSA 2025

First Impression - Service Behaviors

Therapist begins treatment to standard. Therapist must minimally: Escort guest to treatment area<br>Ask guest to remove all jewelry, as applicable to treatment type<br>Explain treatment you are receiving<br>Offer guest to smell treatment products being used <br>If guest is receiving an aromatherapy treatment, allow guest to choose their own scent<br>Explain disrobing and draping process, if required by treatment<br>Advise guest of proper body positioning (e.g., face down) to begin treatment

Therapist provides you with privacy during the disrobing process <br>Therapist must leave the room to provide privacy during disrobing and knock before coming back into the<br>room <br>

Therapist asks questions to ensure comfort and safety of the guest <br>Inquire about health issues or recent injuries that they should be aware of<br>At beginning of treatment ask a minimum of one question about comfort, for example:<br>Degree of pressure (e.g., hard, soft) (treatment specific)<br>Type and volume of music (private room)<br>Room lighting level (private room)<br>Temperature (private room)

TreatmenT must minimally:<br>Honor requests/concerns (pressure, focus areas)<br>Verify your comfort a minimum of 1 time during treatment<br>Keep additional conversation to a minimum, speaking only when prompted<br>Answer any questions that the guest asks accurately without offering medical advice<br>Perform treatment as described<br>Ensure that areas that are not being worked on are appropriately covered with towels/sheets, if<br>applicable

Therapist concludes treatment to standard. After concluding the treatment, therapist must minimally:<br>Offer beverage to the guest<br>Provide beverage if accepted<br>Offer to escort the guest to the relaxation room <br>Provide escort, if accepted <br>

Therapist does not decline a request without offering alternatives

Therapist uses appropriate verbiage shows genuine care and interest

Personalized service delivered during interaction

Service is thoughtful and intuitive, demonstrating anticipatory service when appropriate<br>and helpful

Professional persona provided: Only engage in work-related conversation with other associates when guests present and Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Guest name used during the experience, when known

Closing Guest Interaction – Service Behaviors