Title Page
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Talent Name
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Conducted on
Spa Treatment
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Reservation of Spa Treatment - Talent Name
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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 what time to arrive for the treatment and promote spa facilities, if available (i.e. pool, sauna, etc)?
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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 employee 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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For first time guests, did the employee offer to escort the guest to the changing rooms and 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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Spa Treatment - Talent Name
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Was the therapist available as per the booking time?
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If the therapist was not available at the booking time, was an apology subsequently offered?
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Did the therapist greet the guest and introduce herself/ himself?
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Did the therapist reconfirm the type and duration of the treatment booked?
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Did the therapist 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 therapist 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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Was there visual/verbal indication of spa employees washing hands prior to and following each treatment?
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Did the therapist 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 guests 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 therapist confirm that the pressure was comfortable for the guest on two occasions during the treatment?
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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 or natural environmental sounds, where applicable (e.g. rustling leaves, ocean if outdoor)?
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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 therapist 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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Were all food and beverage items offered in non-plastic packaging/containers?
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Was local mineral water or hotel filtered bottled water promoted?
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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 itemised and correct and if presented, in a clean billfold (or similar) that was in good condition?
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Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
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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 (nonscripted, 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 personalise the interaction in any way and engage the guest as an individual?
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Did employees collaborate seamlessly to ensure service was organised 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?
