Spa Booking

Was the guest greeted or acknowledged immediately upon entering the spa or if a booking was made by telephone was the call answered within 3 rings with an appropriate greeting or in the case of digital communication, responded to within 3 minutes?

If an online spa booking facility was available, was it easy to navigate and book a treatment?

If the guest was not acknowledged or offered assistance within the defined times, was an apology extended?"

Staff does not decline any request without offering appropriate alternatives

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 readily smiles and maintains an engaging expression

Did the employee actively listen, avoid interrupting, and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

Staff makes eye contact and keeps focus on the guest

Staff exhibits a genuine sense of interest and concern for the guest

Did the employee adapt to a changing situation and/or guest's need?

Did the employee use the guest's name naturally and discreetly without overusing it?

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

Cross-departmental channels of communication among staff are consistent and complete

Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

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

Did the employee clarify the exact treatment required (i.e. type, duration)?

If the booking was made within 24 hours, did the employee confirm the therapist's gender at the time of booking and was this adhered to?

If asked, was the reception employee knowledgeable about the treatments and spa facilities?

Did the employee obtain the guest's name and room/ contact number and repeat details of the booking?

Was a confirmation subsequently received and did it include spa etiquette and cancellation policy?

Did the employee advise the guest what time to arrive for the treatment and promote spa facilities, if available (i.e. pool, sauna, etc)?

When entering the spa was there a sense of arrival that was calm and serene (e.g. through light, sound and scent)?

Was there a designated employee present upon arrival?

Did the employee confirm the guest's appointment details (i.e. type and length of treatment)?

For first time guests, did the employee offer to escort the guest to the changing rooms and explain the layout and facilities?

Were appropriate size bathrobes and slippers provided and were they clean and in good condition?

All staff encountered are wearing clean and well-fitted uniforms

Staff closes interactions with polite, appropriate remarks

Efforts are made to reduce paper during the departure service *

Was the booking confirmation sent shortly after making the booking?