Title Page
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Conducted on
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Prepared by
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Location
TREATMENT
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A Spa Therapist must be available to perform a treatment when the guest arrives at their appointment.
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Always displaying a smile.
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Make eye contact with guests at all times.
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Introduce yourself to the guest and welcome them.
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Address guests by their last name during:
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Initial greetings.
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at least once during conversations.
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Anticipate the needs of guests and offer a personalized service.
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Accompany and guide the guest to the treatment booth.
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Perform services
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Punctually
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In the appointed duration.
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Reconfirm the reserved treatment.
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Explain the treatment sequence.
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Explain what the treatment consists of, to guests.
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Check the guest’s health questionnaire looking for allergies and illnesses, areas that require special attention, and prior recent injuries.
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If any allergies are reported, ask guests what they are allergic to.
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Confirm the objective of the treatment with guests. That is muscle pain, relaxation, stress relief, aesthetic effects, etc.
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Explain the benefits of the treatment they will receive and the advantages of the products you are going to apply.
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In the case of a facial treatment, identify the type of skin in order to determine the most convenient treatment.
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In the case of a facial treatment, protect the guest’s hair when applying a product.
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In the case of a facial treatment, prove yourself knowledgeable about skin care and make recommendations or suggestions.
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In the case of a facial treatment, as long as the face mask is on, massage the guest’s head, feet, or hands.
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Never leave guests alone during treatments.
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Tell guests which clothing and jewelry items to remove.
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Tell guests whether to lie face down or face up during the treatment.
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Always respect the guest’s privacy and intimacy during treatments.
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Cover the guest appropriately with towels and sheets.
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Make sure that guests are comfortable before beginning the treatment and at times during the treatment.
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Confirm with guests that the room temperature is always right, make adjustments as necessary.
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Offer guests the choice of treatment with music or without music.
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Regulate the lighting in order to create a relaxing atmosphere; not applicable to areas with natural light.
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Show evidence of a hygienic procedure during the treatment; for instance, washing your hands.
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If the guest is lying down face up, place a cushion under their popliteal fossa; place the cushion below if she is lying face down.
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Give the guest towel to cover their face when they turn to the back portion.
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Confirm with the guest that the amount of pressure is comfortable for them during a massage.
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Maintain a pleasant aroma in the massage booth.
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If a guest starts a conversation, continue the conversation in a discreet manner.
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Offer an interruption-free treatment.
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Provide a treatment free of noises coming from other booths.
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Start and end the treatment at the appointed times, having completed the full treatment.
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After the treatment, make recommendations to the guest. For instance, a moisturizing cream, avoiding alcohol, etc.
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Remind guests to take their jewelry or belongings they had removed for the treatment.
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Discreetly suggest additional treatment, products, or services to the guest.
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Accompany and guide the guest to the relaxation area.
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Offer the guest a beverage.
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Confirm with the guest that the treatment was satisfactory, and provide her with a survey.
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Accompany and guide the guest to the dressing rooms or the front desk.
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Ask, before saying goodbye: “Is there anything else I can do to for you?”
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See the guest off warmly and sincerely, finishing your conversation with a pleasant phrase, and thanking them for their visit.
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When saying goodbye, address the guest by her last name: 'Mr./Mrs./Miss (Last name); it was a pleasure serving you”.
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Use the extremely clean treatment products.
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The treatment provided must reflect what is advertised.
