PH - Spa - Reservations

• Conducted on

  Date

• Prepared by

• Location
  Address

Service Standard

• Controlling your reservations system considering the availability of, and number of therapists available, times, booths (availability of hourly services).

  Yes

  No

  N/A

• Knowing every detail related tthe services described in the menu, in order tclarify doubts and make accurate recommendations.

  Yes

  No

  N/A

• Asking questions in order tobtain information about the clients’ wishes in order trecommend the service that best fits their needs.

  Yes

  No

  N/A

• Providing thorough information concerning what the client will need before, during, and after the service.

  Yes

  No

  N/A

• Informing clients of the policies concerning the use of coupons, vouchers and special offers, as well as cancellation policies.

  Yes

  No

  N/A

Operating Sequence

• Before the beginning

• The Receptionist must make sure that the reservations system works adequately, that there is the proper number of reservations and booths available in case of need.

  Yes

  No

  N/A

• The Receptionist will determine the number of guests that can be served, according tthe number of hours/booths/therapists available.

  Yes

  No

  N/A

• Make sure that there is a full or proper stock of materials/supplies required for each service.

  Yes

  No

  N/A

Welcome guests using the proper wording:

• Telephone reservation/ Guests wishing tmake a reservation in person

  Yes

  No

  N/A

• The Royal Spa. Good morning/evening. This is (…), how may I help you? , how may I help you?

  Yes

  No

  N/A

• May I have your last name and room number please?

  Yes

  No

  N/A

• Mr./Mrs. (…)? (Use your computer to confirm the guest’s last name, and start using it here). ? (use your computer tconfirm the guest’s last name, and start using it here) Use a guest’s last name at least three times during this interaction.

  Yes

  No

  N/A

• Use a guest’s last name at least three times during this interaction.

  Yes

  No

  N/A

• Ask questions in order tobtain information about the client’s wishes, you are able trecommend the service that best fits his or her needs.

• Have you seen our menu?

  Yes

  No

  N/A

• What service would you like texperience?

  Yes

  No

  N/A

• Are you looking for something specific?

  Yes

  No

  N/A

• Dyou know the type of service you’d like thave done?

  Yes

  No

  N/A

• Facials: What type of facial would you like? Facial cleansing, purifier, anti-aging?

  Yes

  No

  N/A

• Massage: What type of massage would you like? Relaxing, muscular, hots tones, deep tissue massage?

  Yes

  No

  N/A

• How long? 25, 50 or 80 min. The Receptionist must never accept the Client choosing 25min. without first telling her that this long that time is only recommended for people who have gone through various consecutive therapies and are no longer stressed. This is a basic service, and in the case of massages, it only covers the back area. Thus, she will attempt to sell a longer service.

  Yes

  No

  N/A

• Explain techniques and benefits of the service or services the client has chosen. In the case of services whose names are related title, explain what it consists of.

  Yes

  No

  N/A

Closing the Process

• The Receptionist will confirm the appointed service with the following wording:

• "Mr./Mrs. (…) Your service(s) (…) is/are now confirmed for (date) at (time). The price is (…) (inform the client of the amount, considering discounts/special offers/vouchers/Resort

  Yes

  No

  N/A

• Credits)."

  Yes

  No

  N/A

• The receptionist will inform the client:

• What the service includes.

  Yes

  No

  N/A

• The date offer appointment.

  Yes

  No

  N/A

• How long before the service must she/he arrives?

  Yes

  No

  N/A

• The accepted forms of payment.

  Yes

  No

  N/A

• As part of your Spa experience, apart from your service, you may enjoy our Water Ritual (Sauna, Steam bath, Jacuzzi, Hydrotherapy pool).

  Yes

  No

  N/A

• Remember to bring your swimming suit so you may use it before or after your treatment.

  Yes

  No

  N/A

• If you wish to use it earlier, please try to be here 45 to 60 minutes before your appointment time, and complete the check in process on your arrival.

  Yes

  No

  N/A

• You won’t need any towels. When you get here, we will provide you with a locker contain in groves, sandals, towels, and other amenities; you may alsuse it to store your belongings.

  Yes

  No

  N/A

• Your services are charged to your room and you may pay them at the time of check out either at the general Front Desk or at the Diamond Club Front Desk.

  Yes

  No

  N/A

• The Receptionist will inform the client of our cancellation policy.

• Should you not be able tmake it tyour appointment, please try tlet us know at least 24 hours in advance. Otherwise, we’ll be entitled tcharge from 50% t100% of the cost of the service.

  Yes

  No

  N/A

• The Receptionist will offer additional assistance and try to achieve an upselling.

• Is there anything else I may help you with?

  Yes

  No

  N/A

• Would you like ttry such and such services?

  Yes

  No

  N/A

• Would you like tadd a facial treatment tyour massage for a more relaxing experience?

  Yes

  No

  N/A

• Inform client of special offers/ discounts available at the time.

  Yes

  No

  N/A

• Thank you for visiting/calling The Royal Spa. My name is (Receptionist). If you require further assistance and/or additional information, don’t hesitate tcall me.

  Yes

  No

  N/A