Sequence of Service: Arrival
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
This is the appropriate way for a therapist to greet a guest for pick up
This is the first opportunity for the spa attendant to use the guests name
When introducing themselves at pick up
This tool must be used after each service to recommend two retail products
Homecare Card
This feature is set at 98 degrees and offers jets that provide massage and relaxation
The Vitality Pool
Give an example of anticipatory service at the spa front desk
Enhancements to treatments, umbrella when raining, thoughtful retail recommendations, reading glasses for menu
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.
Alongside them, never in front of or behind
Only these team members should conduct guests check outs and be behind the spa front desk
Spa Receptionists, Spa Reservationists, Spa leadership
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.
Describe the spa welcome beverage
A locally made, Hibiscus Berry Kombucha which contains live enzymes and natural probiotics, B-vitamins, antioxidants and electrolytes.
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
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.
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
This is the recommended order of indoor facility use
A wait to check in cannot exceed this many minutes
5
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
The following items should be in every guests locker
Appropriately sized robe, slippers, & towel
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)
This is the term for alternating cold plunge and hot plunge use
Contrast Bathing
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
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?"
Spa attendants tell each guest that our brushes, toothbrushes, combs, and razors are made from this sustainable material.
Wheat Straw
Retail recommendations and sales should always be these three things
Appropriate to the guests needs, non-intimidating, personalized
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