Title Page
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Conducted on
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Prepared by
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Location
Service Standard
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Services must be carried out at the set time in order tavoid delays in later services.
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The Receptionist will address the client by name. The client’s name must be mentioned at least three times during the interaction.
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The Receptionist will ask key questions and will try tprobe deeper intthe client’s stated wishes in order tachieve an upselling.
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All clients must fill out a medical questionnaire to state their current health condition.
Operating Sequence
Before the beginning
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Make sure your reservations system works appropriately, that there are a number of therapists and booths available and ready for use.
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Determine the number of guests that can be served in accordance tthe number of hours/booths/therapists in preparation for unexpected issues.
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One hour before the scheduled service, check that therapists are available, along with the materials/products required at the specified time, and that the booth is ready.
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The Receptionist will inform the therapist of the scheduled service, mentioning time and booth, at least one hour in advance.
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The Receptionist receives the client and welcomes her.
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Welcome tThe Royal Spa. My name is . How may I help you?
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The Receptionist asks the client for her last name and room number sshe can look up her reservation in the system.
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May I have your last name and room number, please? (Use the computer system tconfirm the guest’s last name and start using in when you address her
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The guest’s last name must be used at least three times in this interaction).
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The Receptionist looks for reservations under the guest’s name, confirms the type of service (mentioning what it consists of), its duration, price, and time. (Have a Price List and Menu ready in case you need trefer tthem).
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Mr. / Mrs. , you have a reservation for a (service/duration)at (time). Your chosen service consists of . The price is (indicate the amount tpay considering discounts/special offers/vouches/Resort Credits).
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Once the service is confirmed, the receptionist will give the guest a medical questionnaire:
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This is our medical questionnaire. I’ll need you tfill it out. This is for the therapist tlearn of pregnancies, medical conditions, allergies; or recent surgical procedures that she should be aware of before your service.
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While the client fills out the medical form, the receptionist will produce the ticket/bill for the service, following the steps outlined on the New Spa Manual PR-1-14-1-2 and when the client finishes her clinical data sheet, she’ll present it tthe client, saying:
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This is your bill / ticket. You are having a (service & duration).
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The price is (indicate the original price and if you have applied any discounts/special offers/ vouchers, indicate the price after discounts). This amount will be charged tyour room and may be paid at the time of check out at the main Front Desk or at the Diamond Club Front Desk.
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The receptionist takes the medical form and asks the guest tchoose one of the available scents for the aromatization that takes place at the start of her service.
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I’ll need you tchoose one of these scents for the for the aromatization that takes place at the start of your service. These are lavender, orange, bergamot essences, and eucalyptus; choose your favorite.
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The receptionist will write down the name of the therapist and the guest’s chosen scent on the client’s form.
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The receptionist will give the guest the key ta locker and tell her what it contains:
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Mr./Mrs. (…). Here you have the key tlocker number (…). Inside you ‘ll find a robe, sandals, and everything you’ll need throughout your stay with us. Your (service) starts at (time).
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You have time to enjoy the facilities, and prepare for your service.
End of the process
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The receptionist will introduce the valet tthe guest and give him/her the medical form, she/she may pass it on tthe therapist.
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Mr. /Mrs. (…), this is (name of the valet). He/she will be your valet today. (name of the valet), Mr./Mrs. has scheduled a (service), at (time). Mr./Mrs. (…) please follow your valet, whwill take you tthe lockers.
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Enjoy your service.
