RCR Spa

• Conducted on

  Date

• Prepared by

• Location
  Address

SPA - Arrival

• Employee was present as required

  Yes

  No

  N/A

• Spa Front Desk agent provides check-in experience

  Yes

  No

  N/A

• - Confirm service(s) booked
  - Briefly describe amenities and/or treatment flow(e.g. complimentary beverages, Â use of relaxation lounge while waiting for treatment)
  - Escort you to locker room

• Spa reservation is correct

  Yes

  No

  N/A

• Asks if you have an appointment, retrieves reservation, details are correct

• Check-in is timely (Less than 5 Minutes)

  Yes

  No

  N/A

• Spa Front Desk agent upsells additional services

  Yes

  No

  N/A

• Spa Front Desk Agent: If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  Yes

  No

  N/A

• Spa Front Desk Agent - Warm welcome/greeting provided

  Yes

  No

  N/A

• Spa Front Desk agent provides a warm welcome (Three Steps of Service). Must ask name and use it

  Yes

  No

  N/A

• Spa Front Desk Agent - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Spa Front Desk agent uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Spa Front Desk Agent does not decline a request without offering alternatives

  Yes

  No

  N/A

• Spa Front Desk agent is "On Stage"

  Yes

  No

  N/A

• Spa Front Desk Agent - Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Spa Front Desk agent takes pride in and care of personal appearance

  Yes

  No

  N/A

• Spa Front Desk Agent - Guest name used during the experience, when known

  Yes

  No

  N/A

• Spa Front Desk agent anticipates need(s) (Three Steps of Service)

  Yes

  No

  N/A

• Spa Front Desk Agent - Further assistance offered to the guest

  Yes

  No

  N/A

• Spa Front Desk Agent - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Spa Front Desk agent provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• employee name not provided during conversation

• Spa Front Desk agent enhances emotional engagement (positive)

  Yes

  No

  N/A

• Spa Front Desk agent enhances emotional engagement (negative)

  Yes

  No

  N/A

• Spa Front Desk Agent - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Spa Valet/Attendant provides spa attire

  Yes

  No

  N/A

• Appropriate size robe, slippers, asks for slipper size

• Spa Valet/Attendant escort to locker area meets standard

  Yes

  No

  N/A

• Offer locker key and explains function, offer tour, offer escort to locker

• Spa Valet: Warm welcome/greeting provided

  Yes

  No

  N/A

• Spa Valet provides a warm welcome (Three Steps of Service)

  Yes

  No

  N/A

• Spa Valet: Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Spa Valet uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Spa Valet does not decline a request without offering alternatives

  Yes

  No

  N/A

• Spa Valet is "On Stage"

  Yes

  No

  N/A

• Spa Valet: Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Spa Valet takes pride in and care of personal appearance

  Yes

  No

  N/A

• Spa Valet: Guest name used during the experience, when known

  Yes

  No

  N/A

• Spa Valet anticipates need(s) (Three Steps of Service)

  Yes

  No

  N/A

• Spa Valet: Further assistance offered to the guest

  Yes

  No

  N/A

• Spa Valet: Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Spa Valet provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• Spa Valet enhances emotional engagement (positive)

  Yes

  No

  N/A

• Spa Valet enhances emotional engagement (negative)

  Yes

  No

  N/A

SPA - Treatment

• Treatment room meets standard

  Yes

  No

  N/A

• Clean, aroma, music background

• Treatment room is set up for treatment

  Yes

  No

  N/A

• medium lighting upon arrival, dimmed for treatment, linens folded to 45 degree angle, table is pre-warmed

• Therapist begins treatment to standard

  Yes

  No

  N/A

• escorts, remove jewellery, explain the treatment, allow guest to choose their scent, explain disrobing and draping process,

• Therapist asks questions to ensure comfort and safety of the guest

  Yes

  No

  N/A

• Inquire about health issues or recent injuries that they should be aware of
   At beginning of treatment ask a minimum of one question about comfort, for example:
  o Degree of pressure (e.g. hard, soft) (treatment specific)
  o Type and volume of music (private room)
  o Room lighting level (private room)
  o Temperature (private room)

• Therapist provides you with privacy during the disrobing process

  Yes

  No

  N/A

• Treatment meets standard

  Yes

  No

  N/A

• honor request, asks for comfort

• Therapist concludes treatment to standard

  Yes

  No

  N/A

• Offer beverage, offer escort

• Therapist offers home care recommendations

  Yes

  No

  N/A

• Treatment begins and ends on time (within 5 min of stated time)

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Therapist provides a warm welcome (Three Steps of Service)

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Therapist uses appropriate verbiage shows genuine concern

  Yes

  No

  N/A

• Therapist does not decline a request without offering alternatives

  Yes

  No

  N/A

• Therapist is "On Stage"

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Therapist takes pride in and care of personal appearance

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Therapist anticipates need(s) (Three Steps of Service)

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Therapist provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• Therapist enhances emotional engagement (positive)

  Yes

  No

  N/A

• Therapist enhances emotional engagement (negative)

  Yes

  No

  N/A

SPA - Departure

• Spa Valet/Attendant: Warm welcome/greeting provided

  Yes

  No

  N/A

• Spa Valet/Attendant provides a warm welcome (Three Steps of Service)

  Yes

  No

  N/A

• Spa Valet: Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Spa Valet/Attendant uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Spa Valet/Attendant does not decline a request without offering alternatives

  Yes

  No

  N/A

• Spa Valet is "On Stage"

  Yes

  No

  N/A

• Spa Valet: Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Spa Valet takes pride in and care of personal appearance

  Yes

  No

  N/A

• Spa Valet: Guest name used during the experience, when known

  Yes

  No

  N/A

• Spa Valet anticipates need(s) (Three Steps of Service)

  Yes

  No

  N/A

• Spa Valet: Further assistance offered to the guest

  Yes

  No

  N/A

• Spa Valet: Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Spa Valet provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• Spa Valet enhances emotional engagement (positive)

  Yes

  No

  N/A

• Spa Valet enhances emotional engagement (negative)

  Yes

  No

  N/A

SPA - Facility

• Relaxation lounge meets standard

  Yes

  No

  N/A

• Aroma diffused, dimmed lighting, background music

• Relaxation lounge amenities meets standard

  Yes

  No

  N/A

• Tea, water, plain water, flavored water infused with fruit flavor, food item, reading material

• Spa areas and Relaxation Lounge floors are clean

  Compliant

  Minor

  Major

  N/A

• Spa areas and Relaxation Lounge floors are in good condition

  Compliant

  Minor

  Major

  N/A

• Spa areas and Relaxation Lounge walls, doors, ceiling and windows/treatments are clean

  Compliant

  Minor

  Major

  N/A

• Spa areas and Relaxation Lounge walls, doors, ceiling and windows/treatments are in good condition

  Compliant

  Minor

  Major

  N/A

• Spa areas and Relaxation Lounge furniture, equipment and decor items are clean

  Compliant

  Minor

  Major

  N/A

• Spa areas and Relaxation Lounge furniture, equipment and decor items are in good condition

  Compliant

  Minor

  Major

  N/A

• Spa locker set-up meets standard (hanger)

  Yes

  No

  N/A

• Spa locker and locker room set-up meets standard

  Yes

  No

  N/A

• Music, bath towel, spa robe, spa slipper non slippery,

• Spa locker room provides personal grooming items

  Yes

  No

  N/A

• comb sealed, cotton swab, deodorant, hair dryer, hair spray, moisturizer, shaving cream, styling product, towel hamper (Upon request razor, contact lens case, contact lens solution, ladies hygiene items)

• Spa locker room offers additional grooming items

  Yes

  No

  N/A

• Vanity area to have hand soap, hand towel, mouthwash, tissues in tissue box, shower cap, grooming products must be from spa fresh/espa/golden door except hair spray and deodorant

• Spa locker room showers meet standards

  Yes

  No

  N/A

• shower area to have bath towel, body wash, shampoo, conditioner

• Spa locker room wet areas meet standards

  Yes

  No

  N/A

• sauna area must have bath size towels, towel display unit, chilled face cloths (Aromatic, ice or refrigerator, garnished with spa themed piece)

• Spa Locker Room restroom/shower facility floor is clean

  Compliant

  Minor

  Major

  N/A

• Spa Locker Room restroom/shower facility floor is in good condition

  Compliant

  Minor

  Major

  N/A

• Spa Locker Room restroom/shower walls, doors, ceiling and windows/treatments are clean

  Compliant

  Minor

  Major

  N/A

• Spa Locker Room restroom/shower walls, doors, ceiling and windows/treatments are in good condition

  Compliant

  Minor

  Major

  N/A

• Spa Locker Room restroom/shower furniture, equipment and decor items are clean

  Compliant

  Minor

  Major

  N/A

• Spa Locker Room restroom/shower furniture, equipment and decor items are in good condition

  Compliant

  Minor

  Major

  N/A