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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The receptionist will address the client by her last name at all times.
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All clients who have enjoyed a service must be asked about her experience as she leaves the facilities.
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All clients should post comments of their experience on the appropriate section of the medical questionnaires.
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Upsell clients who leave evidently pleased.
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Remind clients that they have access to the facilities for the rest of the day of their service.
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The receptionist will note the client’s departure date. If it is on the day after her visit to the spa, she will give her a Trip Advisor card and invite her to post a comment.
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Thank the guest for her visit and invite her back.
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In case of complaints/suggestions from the client, the receptionist will write down an incident report that must be sent to the Spa Manager and Assistant for resolution and follow up.
Operating Sequence
Before the beginning
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The receptionist must consult the services planning to check which clients are about to leave their booths.
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The receptionist will place the medical questionnaires of the clients who are about to leave at an accessible place, so that she may ask them to write their comments on them as they come out.
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Calling guests by their last name, and reminding them of the service they just received, ask specific questions to learn about their experience?
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How was your service?
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How was your therapist?
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Did you like the facilities?
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The receptionist will offer additional help and suggests an additional service:
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Is there anything else I can do for you?
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Would you like to experience a different service?
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When should I schedule it?
End of the process
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The receptionist thanks the client for her visit and invites her to continue enjoying the spa facilities.
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If the guest will be departing soon, give her a trip advisor card with the names of the people who served her, and ask her to post a comment (in case of negative experiences at the spa or any other area of the hotel, the card is not given to clients).
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Mr./Mrs. , please remember that you may use the water ritual again (only on the day of her service) at any time today. Thank you for coming
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If the client reported any incidents/complaints, the receptionist must fill out the incident report form and enter detail information.
