LH2025-AUDIT- SPA MASSAGE RESERVATION AUDIT CHECKLIST

1. Was the telephone answered within 3 rings with an appropriate greeting?

2. Was the conversation free from any background noise or disturbances making the conversation difficult to hear?

3. Was the guest offered immediate assistance?

4. Did the spa receptionist ask relevant questions to assist the guest in choosing an appropriate treatment suited to their needs?

5. Did the employee clarify the exact treatment required?

6. Did the receptionist fulfill guest expectations?

7. Did the employee confirm therapist gender at the booking time?

8. When making a spa reservation, was the guest advised to arrive 15 minutes before the treatment to be prepared?

9. Did the receptionist advise the guest on what facilities are available at the spa?

10. Was the reception employee fully aware of the treatments and the spa facility?

11. Did the employee obtain the guest’s name and room, contact number and repeat the booking details?

12. Did the receptionist advise the guest on the cancellation policy?

13. Was the booking confirmation sent to the guest via email or phone number?

14. Did the employee use the guest’s name naturally and discreetly during the service encounter without overusing?

15. Did the employee have a basic level of English, was the conversation understandable?

16. Did the employee handle any guest complaint in a professional manner?

17. Did the employee offer a kind farewell?