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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Telephone conversation is calm and clear
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The guest is always asked permission before being placed on hold
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No telephone hold longer than 30 seconds without offering a call-back
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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 can knowledgeably, clearly and unpretentiously describe treatments and their benefits so that the guest knows exactly what to expect
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Staff leads the conversation and exhibits an interest in the guest's spa experience
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Appointments are efficiently booked, with staff guiding the guest to the most logical and convenient sequence of multiple treatments
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If requested treatment(s) are not available at desired times, thoughtful alternatives are offered
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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 describes facilities available in the spa
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Cross-departmental channels of communication among staff are consistent and complete
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Staff recommends an appropriate arrival time for registration and to enjoy the facilities
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Staff clearly explains cancellation policies and any penalty
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Details of the booking are repeated for confirmation
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Staff specifically thanks the guest and makes a further polite remark
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Booking services are handled without excessive delays or interruptions?
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Confirmation is offered and received within two hours of the call?
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Confirmation is accurate?
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General email inquiries and booking requests are completed within 24 hours?
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All communications are personalized?
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All communications are professionally formatted and accurately reflect the property and/or brand?
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If an online spa booking or request system is available, it is easy to navigate and complete a reservation/request?
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Spa menu is current and consistent and lists available treatments with descriptions; prices, if included, are accurate?
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Spa offers an excellent variety of services within its menu, including a selection of treatments that appeal to all guests. The menu accurately reflects the style and/or destination of the spa?
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Spa service menu includes wellness programs or advanced wellness offerings?
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Efforts are made to incorporate natural and/or sustainable products in treatment offerings?
