Revenue Rockstars
What is the easiest upgrade opportunity we have every day?
Add Ons!
How many treatment rooms do we have?
9
A guest asks for a massage but doesn't specify which kind. What should you do?
Ask questions about their goals and recommend the best fit.
A guest is frustrated from her travel getting delayed, and her room at the resort wasn't ready when she checked in. How can we help?
Acknowledge their concerns and ask how you can help. Personalize her experience. Guest should leave happy!
A-"Are you checking in?"
B-"What brings you in today?"
B-"What brings you in today?"
A guest is celebrating an anniversary. What opportunity does this create?
Couples services, upgrades, additional experiences.
Which employee has been with with Strata longest?
Stella
Bonus Question:
What concierge has been here the longest?
What information should always be confirmed when booking appointments?
service, request type, date and time, phone number, email, card on file!
A guest makes a comment while booking about services being "too expensive".
Explain the value of the service they will be receiving.
What should never be visible at the front desk?
Personal items, journals, books, DRINKS, personal phones, toys, etc.
A guest books a facial and says, "I've never really taken care of my skin." What opportunity exists?
Upsell our esthi's! Ask about what type of skin they have and book an appropriate service. Let them know that they will get product recommendations after their service with us.
What is the price of our 80m Signature massage after tax and gratuity?
$290.94
A guest says they're available "anytime that day" for an appointment. What appointment time should we offer the guest?
Back to back, flush, with another appointment.
A guest arrives on the wrong day for their appointment and insists that we made a booking mistake.
Stay calm, review reservation details, ask to see their confirmation, explore alternative options.
What is one thing every guest notices before we even begin speaking?
Appearance and body language.
Name three moments during the guest journey where upgrades can naturally be discussed.
Name the skin care brands used in our facials.
Alastin, Biologic Recherche, Eminence, Environ, Hydrafacial, Hydropeptide, N8iV
What is the biggest cause of scheduling mistakes?
Assumptions.
"I've called twice and nobody called me back."
"I apologize for that experience, and I appreciate you letting us know. How can I assist you today?"
Why should personal conversations stop when a guest approaches?
Guests should always be the priority!
A guest absolutely loves their therapist and says they'll be back. What should happen before they leave?
Pre-booking and future reservation discussion.
What are our core values?
Personal - How we collaborate
Inspired - How we lead
Welcoming - How we inspire
Transformational - How we enrich
A guest is booking 6 months in advance for a special occasion. What additional notes should we add to the reservation?
Occasion, special requests, preferences, flexibility, special contact details
"My therapist/facialist was amazing."
"I'm so glad to hear that! Would you like me to reserve your next appointment with them while you're here?"
A guest watches employees interact for five minutes before speaking with anyone. What behaviors would leave the best impression?
Teamwork, professionalism, positive communication, attentiveness.