SPA AUDIT 2023

Telephone conversation is calm and clear

The guest is always asked permission before being placed on hold

No telephone hold longer than 30 seconds without offering a call-back

Staff is highly articulate and avoids slang and excessive use of phrase-fragments

Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

Staff can knowledgeably, clearly and unpretentiously describe treatments and their benefits so that the guest knows exactly what to expect

Staff leads the conversation and exhibits an interest in the guest's spa experience

Appointments are efficiently booked, with staff guiding the guest to the most logical and convenient sequence of multiple treatments

If requested treatment(s) are not available at desired times, thoughtful alternatives are offered

Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

Staff describes facilities available in the spa

Staff recommends an appropriate arrival time for registration and to enjoy the facilities

Staff clearly explains cancellation policies and any penalty

Details of the booking are repeated for confirmation

Staff specifically thanks the guest and makes a further polite remark

Booking services are handled without excessive delays or interruptions

Confirmation is offered and received within two hours of the call

Staff politely acknowledges the guest when appropriate and reasonably possible

When known guest name used through-out interaction

Staff is highly articulate and avoids slang and excessive use of phrase-fragments

Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

Staff maintains alert posture and behaves professionally in view of the guest

Staff readily smiles and maintains an engaging expression

Staff makes eye contact and keeps focus on the guest

Staff inquires about the guest's satisfaction and exhibits a genuine sense of interest and concern for the guest

Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

Staff performs the requirements of their department knowledgeably and proficiently

Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

Staff accurately reconfirms the treatments booked

If a consultation form or waiver is provided, the timing is convenient and the presentation is refined

Delivered personalized service during interaction

Staff offers at least a partial escort to locker rooms, relaxation lounges or a full escort if going directly to a spa suite

Staff upsells additional services

Further assistance offered to guest

Warm welcome/greeting provided

A helpful, unrushed orientation and tour of the spa and locker room is automatically provided for first-time guests

When known guest name used through-out interaction

When approaching and/or entering the spa, there is a strong sense of arrival in terms of design and/or notable elements

All public areas have an extremely fresh, comfortable atmosphere at all times during the spa visit

There is always a strong sense of calm throughout all public areas of the spa

The assigned locker is comfortably located, and the guest is adequately distanced from other guests

Staff within the public areas comport themselves professionally, with discretion and complete respect for the guest's space and privacy

Staff within the public areas are exceptionally polite when speaking with the guest

Staff does not decline any request without offering appropriate alternatives

The locker rooms and grooming areas are extremely clean and in excellent condition. Untidy conditions are regularly tended to

Amenities are always plentifully stocked and conveniently arranged in showers and dressing areas

Robes and sandals/slippers are provided and neatly arranged

All staff encountered are wearing clean and well-fitted uniforms

Further assistance offered to guest

The guest is called for their treatment in a discreet and personalized manner. The therapist proactively approaches the guest

Therapist introduces themselves by name and offers a gracious gesture in greeting

Therapist is highly articulate and avoids slang and excessive use of phrase-fragments

Therapist is exceptionally polite and gracious

If the guest is wearing jewelry into the treatment room, they are asked to remove it. Staff presents a specific vessel to hold small items and reminds the guest of their belongings at end of treatment

When appropriate, therapist describes the treatment before beginning

Before beginning, therapist inquires about any medical concerns or allergies

The guest's general wellness and goals are discussed

Therapist executes the treatment with complete regard for information offered by the guest

Therapist exhibits a genuine sense of concern for the guest's comfort and safety

When advised of any sort of guest discomfort or concern with the treatment, therapist sincerely apologizes and takes reasonable, corrective action

Therapist demonstrates complete respect for guest privacy

Therapist stays in the room throughout the treatment, except at the outset and conclusion

Therapist performs the treatment as expected, using consistent techniques

Therapist comports themselves in a way that allows for a completely relaxing and restful treatment

Therapist does not initiate excessive conversation or make unprofessional comments

Therapist can accurately and knowledgeably answer reasonable guest questions without offering "medical" advice

When appropriate, therapist offers practical advice to demonstrate an interest in the guest's continued wellbeing

After treatment is executed, the products and application produce the promised effects as reasonably applicable

Therapist is aware of other treatments the guest has booked during the same spa visit to ensure a sense of continuity

Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

Therapist closes interactions with polite, appropriate remarks

The guest is escorted to and from the treatment room

Treatment begins and ends on schedule, within five minutes of expected or booked time

Therapist automatically offers/provides a beverage; it is served at an appropriate time

Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

Treatment room is immaculate in appearance

The guest is called for their treatment in a discreet and personalized manner. The therapist proactively approaches the guest

Therapist introduces themselves by name and offers a gracious gesture in greeting.

Therapist is highly articulate and avoids slang and excessive use of phrase-fragments

Therapist is exceptionally polite and gracious

If the guest is wearing jewelry into the treatment room, they are asked to remove it. Staff presents a specific vessel to hold small items and reminds the guest of their belongings at end of treatment

When advised of any sort of guest discomfort or concern with the treatment, therapist sincerely apologizes and takes reasonable, corrective action

Therapist demonstrates complete respect for guest privacy

Therapist stays in the room throughout the treatment, except at the outset and conclusion

Therapist performs the treatment as expected, using consistent techniques

Therapist provides adequate information to guide guest through the treatment while still allowing for a completely relaxing and restful experience

Therapist does not initiate excessive conversation or make unprofessional comments

Therapist can accurately and knowledgeably answer reasonable guest questions without offering "medical" advice

When appropriate, therapist offers practical advice to demonstrate an interest in the guest's continued wellbeing

During facials, massage techniques are luxuriously provided, particularly during periods where esthetician is otherwise unoccupied

After treatment is executed, the products and application produce the promised effects as reasonably applicable

Therapist is aware of other treatments the guest has booked during the same spa visit to ensure a sense of continuity

Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

Therapist closes interactions with polite, appropriate remarks

The guest is escorted to and from the treatment room

Treatment begins and ends on schedule, within five minutes of expected or booked time

Therapist automatically offers/provides a beverage; it is served at an appropriate time

Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

Treatment room is immaculate in appearance

Warm welcome/greeting provided

When known guest name used through-out interaction

Staff confirms satisfaction with treatment

Uses appropriate verbiage and shows genuine care and interest

Staff informs guest of gratuity

When settling the folio, staff specifically thanks the guest and makes a further polite remark<br>

Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in view of the guest

At no time during the spa visit is there any overt gratuity solicitation or aggressive product pushing

Bills are easy to read and presented for review in a convenient and discreet manner

Bills are accurate

The service is handled without excessive delays or interruptions

Delivered personalized service during interaction

Staff offers to book future appointments

Warm and sincere closing offered and appreciation demonstrated