Title Page
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Conducted on
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Prepared by
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Audited
RESERVATIONS:
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Was the guest greeted or acknowledged within 30 seconds upon entering the spa or if a booking was made by telephone was the call answered within 3 rings with an appropriate greeting?
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If an online spa booking facility was available, was it easy to navigate and book a treatment?
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Did the employee clarify the exact treatment required (i.e. type, duration)?
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If the booking was made within 24 hours, did the employee confirm therapist's gender at the time of booking and was this adhered to?
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If asked, was the reception employee knowledgeable about the treatments and spa facilities?
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Did the employee obtain the guest's name and room/contact number and repeat details of the booking?
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Was a confirmation subsequently received and did it include spa etiquette and cancellation policy?
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Did the employee advise the guest to arrive early to use the amenities prior to their treatment, where applicable
ARRIVAL:
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When entering the spa was there a sense of arrival that was calm and serene (e.g. through light, sound and scent)?
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Was there a designated receptionist present upon arrival?
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Did the employee confirm the guest's appointment details (i.e. type and length of treatment)?
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Did the employee offer to escort the guest to the changing rooms?
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For first time guests, did the employee offer to explain the layout and facilities?
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Were appropriate size bathrobes and slippers provided and were they clean and in good condition?
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During the arrival process was the guest made aware of how he/she should be attired for the selected treatment?
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Did the employee advise the guest of the sequence of events (i.e. where to go once changed)?
THE TREATMENT:
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Was the service provider available as per the booking time and if not was an apology offered?
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Did the service provider greet the guest and introduce herself/himself?
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Did the service provider reconfirm the type and duration of the treatment booked?
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Did the service provider carry out a personal health consultation or review the guest's health form, where applicable, prior to the treatment?
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Did the employee advise the oil/scent to be used for signature treatments or give the guest a choice of oils/scent for a non-signature massage?
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Was privacy given during disrobing and the treatment?
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Did the service provider ensure that the guest was comfortable and that the room temperature was acceptable before commencing with the treatment?
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With a massage was a bolster or rolled towel placed under the guest's ankles while on his/her front and under the knees while on his/her back, or the treatment bench adjusted if applicable?
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Was an eye pad/face towel offered when guest turned on to their back (n/a for facials) and were proper draping techniques used?
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Was the guest appropriately covered with towels or sheets?
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In the case of a massage did the service provider confirm that the pressure was comfortable for the guest?
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Was the treatment free of any interruptions and outside noise?
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Was soothing/relaxing music played at an appropriate volume?
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Did the treatment begin and end on time and last for the full duration?
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Upon completion of the treatment, did the service provider ascertain the guest's satisfaction and provide post treatment advice (i.e. drink lots of water, skin care advice, etc.)?
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Was a choice of beverage offered upon completion of the treatment or available in the relaxation room?
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Was the guest escorted back to the lounge, changing/locker room or reception area and thanked?
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Did the treatment received reflect what was advertised?
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Was the treatment room and relaxation room (if applicable) clean and well presented with all of the fresh linen/towels clean and in excellent condition?
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Was the bill clearly itemized and correct and was it promptly presented and collected?
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Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
THE EMPLOYEE - BEHAVIOURAL STANDARDS:
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Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
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Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
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Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
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Did the employee use the guest's name naturally and discreetly without overusing it?
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Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?
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Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
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Did the employee adapt to a changing situation and/or guest's need'?
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Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
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Did an employee personalize the interaction in any way and engage the guest as an individual?
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Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
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Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
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Did employees maintain alert postures and respect the guest's presence when interacting with each other?
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Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
