Sequence of Service: Arrival
Sequence of Service: Massage/Face/Body Tmt
Sequence of Service: Spa Tour
Sequence of Service: Homecare & Departure
Guest Amenities
100

When confirming an appointment at arrival, these pieces of information are discussed with the guest.

Time of treatment(s), duration of treatment(s), name of treatment(s), provider(s) names

100

This is the appropriate way for a therapist to greet a guest for pick up

In a discreet and personalized manner, with the therapist quietly approaching the guest and extending a warm welcome by saying "It is a pleasure to meet you Ms. Smith, my name is Jane and I will be providing your massage service today."
100

This is the first opportunity for the spa attendant to use the guests name

When introducing themselves at pick up

100

This tool must be used after each service to recommend two retail products

Homecare Card

100

This feature is set at 98 degrees and offers jets that provide massage and relaxation 

The Vitality Pool

200

Give an example of anticipatory service at the spa front desk

Enhancements to treatments, umbrella when raining, thoughtful retail recommendations, reading glasses for menu

200

These things are explained and asked as a part of the guest intake procedure 

Inquiry about guests wellness goals, treatment is described to the guest, benefits are described to the guest, allergies and medical conditions are asked about. 

200
Spa attendants walk with guests in this manner when providing tours

Alongside them, never in front of or behind

200

Only these team members should conduct guests check outs and be behind the spa front desk

Spa Receptionists, Spa Reservationists, Spa leadership

200

Describe the dry sauna and how to use it

Sauna's use dry heat up to 195 degrees to promote relaxation and pain relief.  We recommend 5 to 20 minutes of exposure depending on your comfort level.  

300

Describe the spa welcome beverage

A locally made, Hibiscus Berry Kombucha which contains live enzymes and natural probiotics, B-vitamins, antioxidants and electrolytes. 

300

These are the only times a therapist should leave the guest alone in a treatment room

At outset while guest is getting on table, at conclusion of service

300

This tour modification is made for guests arriving with only 5 to 10 minutes before their treatment time

Modified tour including restrooms & locker area followed by assistance getting ready for service.  Full tour and hydrothermal experience provided after services.

300

Name at least 5 things a receptionist should be able to tell a guest about a retail product

Price, how to use, ingredients, immediate benefits, short term benefits, long term benefits, company story, sustainability initiatives

300

This is the recommended order of indoor facility use

Shower rinse, sauna, shower rinse, steam room
400

A wait to check in cannot exceed this many minutes

5

400

Name elements of the spa/room experience that may be personalized to the guests needs 

Music type, music volume, table temperature, room temperature, pressure of massage, table position, lighting levels

400

The following items should be in every guests locker

Appropriately sized robe, slippers, & towel

400
We can use this information to make a more personalized retail or treatment recommendation.

Things a guest tells us verbally (ie. interests, hobbies, special occasions, reason for visit).  

Things we observe (e.g. medal around neck, grimacing in pain, sunburn)

400

This is the term for alternating cold plunge and hot plunge use

Contrast Bathing

500
Give 3 Examples of Non-Verbiage requirements for the Arrival Experience

Reception area is neat/clean, Eye Contact is made, Gracious tone, spa pace of speech, alert posture, personal hygiene & grooming, no personal conversation, no cell phone use

500

This is the verbiage used if we will be using a hot or cold towel or product on a guests skin

"This will feel nice and cool" (before application) or touching the guests shoulder with the corner of the towel, asking "is this temperature comfortable for you?"

500

Spa attendants tell each guest that our brushes, toothbrushes, combs, and razors are made from this sustainable material.  

Wheat Straw

500

Retail recommendations and sales should always be these three things

Appropriate to the guests needs, non-intimidating, personalized

500

List at least 3 benefits of cold plunge therapy

Decrease inflammation, improve muscle recovery, improve immunity, increase circulation, improve insulin sensitivity, reduce stress and improve mental health

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