Title Page
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Department Audited
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Conducted on
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Prepared by
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Lady or Gentleman Audited
Standards
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Staff politely acknowledges the guest when appropriate and reasonably possible
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Staff is highly articulate and avoids slang and excessive use of phrase-fragments
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Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
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Staff readily smiles and maintains an engaging expression
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Staff makes eye contact and keeps focus on the guest
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Staff inquires about the guest's satisfaction and exhibits a genuine sense of interest and concern for the guest
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Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful
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Staff performs the requirements of their department knowledgeably and proficiently
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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
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Staff accurately reconfirms the treatments booked
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If a consultation form or waiver is provided, the timing is convenient and the presentation is refined
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Staff offers at least a partial escort to locker rooms, relaxation lounges or a full escort if going directly to a spa suite
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A helpful, unrushed orientation and tour of the spa and locker room is automatically provided for first-time guests
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If treatments are provided in a spa suite, an unrushed but brief orientation to the suite's amenities and explanation of inactive treatment time is shared with the guest upon arrival to the spa suite
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When settling the folio, staff specifically thanks the guest and makes a further polite remark
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Bills are easy to read and presented for review in a convenient and discreet manner
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Bills are accurate
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At no time during the spa visit is there any overt gratuity solicitation or aggressive product pushing
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Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
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Staff maintains alert posture and behaves professionally in view of the guest
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The service is handled without excessive delays or interruptions
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Efforts are made to reduce paper during the reception services *
