Title Page

  • Department Audited

  • Conducted on

  • Prepared by

  • Lady or Gentleman Audited

Standards

  • 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

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

  • 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?

  • Confirmation is accurate?

  • General email inquiries and booking requests are completed within 24 hours?

  • All communications are personalized?

  • All communications are professionally formatted and accurately reflect the property and/or brand?

  • If an online spa booking or request system is available, it is easy to navigate and complete a reservation/request?

  • Spa menu is current and consistent and lists available treatments with descriptions; prices, if included, are accurate?

  • 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?

  • Spa service menu includes wellness programs or advanced wellness offerings?

  • Efforts are made to incorporate natural and/or sustainable products in treatment offerings?

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.