Product/Service Knowledge
Two brands carried in the spa
What is Eminence and Epicutis
"I have a a sore back and need some relaxation"
Bodywork Massage
Do we offer direct billing?
No
Who is our RMT? What days does she work?
Colleen
Bonus point for what days (Tuesday, Wednesday, Saturdays)
#1 thing needed to book a spa appointment?
CARD ON FILE
On the go service? Chair massage? What does this get charged as in MOSO?
Targeted bodywork!!
"I'm prepping for HYROX and I need something deep and someone who does sports massage"
Bodywork with Sarah
Unpaid banner on the appointment? What do you do next?
When they arrive process the payment, if it declines catch them when they checkout to do a manual transaction
Who does bodywork massage?
Brenda, Sarah, and Zhila
Whats missing?
Bodywork 50
Gratuity set
Discounts applied
Assign service provider (service and gratuity)
Name three add ons/enchancements
LED, Reflexology, Mask (face, eye, neck), hot stone, aromatherapy, Cupping, Percussion (Hyperice Theragun), Compression Therapy, AHA/BHA Peel.
"I have hyperpigmentation concerns and want something for anti-aging"
Renew Facial with LED enchancement
What is our cancelation policy?
24 hours
Its within the 24 hour cancelation window and someone calls to reschedule, you notice there is a spot the next day but its with a different practitioner, can you still make the switch?
Nope, reschedule can only happen if its with the same practitioner. Change of practitioner reschedule can only be approved by a manager.
Someone wants to purchase a product. What do you do?
Check moso to see if we have the product, ask the client to wait there, take the keys from the lockbox in the ops office, go to the spa and unlock the drawer/cupboard and grab the product and bring it back out to the front, charge through MOSO.
"I need to relax my stiff muscles"
Bodywork massage with hot stone add on
Client arrives 15 mins late to their appointment but you see there is a spot later in the day. What do you do?
Ask the practitioner if they will allow the client to move. We respect practitioners time!!
Who does hot stone massage?
Brenda, Zhila, and Sarah
True or False: A member calls 4 hours before their appointment to cancel. You offer to cancel their appointment by rescheduling the spot to another day so you can select "cancel without charge".
False
Someone booked a 50 min bodywork massage using a pre-bought session however Sarah comes out to tell you they did an 80 min instead. How would this transaction be processed?
Use the 50 min pre-bought session but charge them for a 50-80 min time upgrade via MOSO.
Bonus point if you add gratuity.
"I have all over body pain and I only want RMT"
At least RMT 75 mins
Someone is requesting an RMT receipt right after their appointment. Can you do it?
Yes! Just ensure you send it as a PDF so they can't edit it.
Who does reflexology?
Brenda
"I want a facial or massage but I had cheek filler 2 days ago, can I book in for today?"
No facial or massage for 2 weeks after botox or filler