MOD Report - SL SHGHA - Spa

Remain well positioned at the reception and greet guests immediately when they arrive; step out from behind the reception desk to meet the guest where possible

If it is the guest’s first visit, offer a tour or introduction to the facilities, or assistance with the equipment

Staff is very familiar with all of the equipment, and give advice or help in a sincere and attentive manner

Offer the guest a hand towel or headphone, or make sure they are stocked for self-service

Engage with the guest by making eye contact and speaking in a friendly and calm voice

Give the guest your undivided attention at all times

When speaking to a guest, stop and speak clearly so they can hear, see and better understand

Make final comments to the guest warm and friendly, and express genuine thanks for their visit

Ensure that guests are properly registered for admission

SPA RESERVATION: Answer the phone before the fourth ring and do not place the guest on hold for more than 30 seconds

Use guest name once or twice during the conversation, especially when end the conversation; if unsure, ask the guest how to pronounce their name

Listen carefully to everything the guest says and respond in a sincere manner

Ask thoughtful questions to find out the guest’s needs and preferences, and make recommendations to fit the need

Ask about the guest’s preference

Make sure staff can knowledgeably and enthusiastically describe all the treatments on the menu

Give the guest helpful pre-arrival suggestions, for example, location of spa, what to wear, when to arrive, cancellation policy and any other necessary information

Make final comments to the guest warm and friendly, and express genuine thanks for their call

If the guest has requested collateral, make sure it is efficiently and attractively provided in the manner requested (e-mail, fax, etc.)

Make sure that the merchandise displays are neat, well organized, well stocked and inviting.

Make sure that the robes and sandals are in excellent condition; for guests receiving treatments, sizes are appropriate

Make sure that the temperature and air quality are comfortable and odor-free

Make sure that the reception area and work area look comfortable, relaxing and neat

If there is reading material, make sure that it includes varied subjects with top branded titles, and that they are neat and in good condition

Make sure staff know treatment and product information and have price and other reference material conveniently accessible

Was a qualified attendant present?

Was the décor fresh in appearance and of a high standard?

Were hand towels available?

Was gymnasium well laid out?

Did equipment include: stationary bikes, treadmills, universal equipment, a rowing machine and weights?

Was gymnasium user friendly with clear instructions placed on equipment as to how to use it?

Was the equipment in good working order?

Was a wall clock time correct and clearly visible?

If television monitors were present were they in good working order?

The floors, walls, ceilings and doors are clean and hygienic

Were clean sweat towels available (if not provided at reception)?

Was a water dispenser and cups available?

Were all mirrors clean and smear free?

Was flooring clean and in good condition?

Were walls clean and scuff free?

The temperature and air quality are odor-free and maintained at comfortable levels

The lighting, wall fittings, and artwork are clean and tidy (no burned out bulbs)

Was pool appropriately heated to a comfortable temperature?

Were depth signs/safety notices present?

Was chilled water offered and refilled automatically on a regular basis?

Was area around the pool clean and free of any debris?

Were ample side tables available at pool?

Were towels available and if so were they clean and in good condition?

The court is comfortable and spacious, allowing play without outside factors to interfere with game

The court surface, net, fencing and lighting are clean, free of debris

The court surface, net, fencing and lighting are in good condition, free of damage and wear

Was tennis court net in good condition?

There is complimentary water and cool towels conveniently provided

Were safety instructions clearly stated?

Was sauna appropriately heated?

The sauna, steam, hot tub or other facilities are very clean and hygienic and at appropriate temperature

Was a thermometer and egg timer present in the sauna?

Was steam room in good working order?

Was steam room well maintained, clean and free of any debris?

Maintain a supply of cool towels near the sauna and steam facilities

We will give our guests privacy when they are changing and showering by avoiding occupied areas and ensuring that our cleaning and stocking duties are discreet and non-interruptive

Make sure that countertop and areas, including sinks, faucets and mirrors, are clean and hygienic, including any decor objects or amenities placed there

Stock amenities neatly and fully and include essential grooming products

Fixtures, including toilets, shower, bath and grouting are clean and hygienic

Stock shampoo, conditioner and body wash conveniently

Towels are neatly stocked and the hamper is convenient and neat

Stock paper and soap supplies fully and that trash receptacles are neat

Lockers are clean and in good condition - inside and out

Floors, walls, ceilings and doors are clean and hygienic

Was the laundry basket not full?

If there is reading material, make sure that it includes varied subjects with top branded titles, and that they are neat and in good condition

Were hairdryers available and in good working order?

Were showers clean and in good working order?

Temperature and air quality are odor free and maintained at comfortable levels

Were shower curtains/doors/screens clean and in good condition?

The sound system is operating at comfortable volume, with good sound quality and an appropriate selection

Llighting is adequate for grooming, in good condition, operative, and clean