Reservation Service-76.19%
"I would like a facial, body scrub and massage back to back."
In what order would you book these services?
Body services first- Facial last
Courtesy & Manners
If you're standing behind the computer or looking down at the computer, what should you do when a guest is speaking to you? What should you always do while assisting guest?
Staff readily smiles and maintains an engaging expression.
Staff makes eye contact and keeps focus on the guest
Demonstrate how to pick up your guest.
The guest is called for their treatment in a discreet and personalized manner. The therapist proactively approaches the guest.
Therapist introduces themselves by name and offers a gracious gesture in greeting
During a facial what can you do to let your guest know you are knowledgeable about the service, and they are comfortable?
Therapist provides adequate information to guide guest through the treatment while still allowing for a completely relaxing and restful experience what steps were being performed during the facial.
How early should technicians arrive before their shift?
30 minutes before.
What words or phrase-fragments should you avoid while speaking to your guest? Please write the correct word or phrase to use instead.
It can be on the phone or in person
"Alrighty"- absolutely
no worries-
"Bye"- Thank you for joining us today, have a good afternoon."
"For when"- What day were you interested in?
"Umm"- Allow me one moment
"Hi"- Welcome to the Spa
"Can I help you?"- How may I assist you today?
"checking in?"- Welcome ladies/gentleman how can I be of service?
Staff inquires about the guest's satisfaction and exhibits a genuine sense of interest and concern for the guest.
You've talk to Mr. Smith before
"what questions should you ask guest after their services to show genuine interest?
"Welcome back Mr. Smith, did you enjoy your spa experience? How was your deep tissue massage?"
"Have any plans for the rest of the day?"
Bonus- " I know you are headed back to Boston today, are you excited to go back?
The table setup was very luxurious, with a padded bed that could be warmed for the guest's comfort. The height of the cradle could not easily be adjusted and Tom had to use folded towels in order to adjust its height which made the face cradle move a lot.
What should've of Tom done before welcoming the guest into the room?
Double checked made sure his table was correctly set up.
Anothers Bed-"The table was exceptionally comfortable and was covered with a thick blanket. The table could be warmed as well."
What should you do after the intake or after the skin analysis before starting the facial?
When appropriate, therapist describes the treatment before beginning
Service value 12
I am responsible for uncompromising levels of cleanliness and creating a safe and accident- free environment.
"What should you tell Mr. Smith before ending a call after they booked a relaxation massage?"
Mr. Smith our Spa opens at 9am and we are located in the downtown area inside the Ritz Carlton Denver Spa. When you arrive you are welcome to valet your vehicle for $15 please come to the spa front desk to check in. We have gender separate amenities that you can enjoy. We have a whirlpool, a eucalyptus steam room and full service showers and locker rooms. Bathing suits are not required in our facilities as they are gender separate. Mr. Smith we ask you to arrive at least 15 minutes before your service. You are free to enjoy the facilities before or after your service.
A helpful, unrushed orientation and tour of the spa and locker room is automatically provided for first-time guests.
"Mr. Smith comes in on Saturday for the first time what do you do?
Mrs. Smith is this your first time joining us?
Allow me to introduce you to our male attendant Aaron.
Aaron this is Mr. Smith he has a service today.
Aaron will give you a tour of the spa and show you where to wait for your service.
When advised of any sort of guest discomfort or concern with the treatment, what should the technician say or do?
therapist sincerely apologizes and takes reasonable, corrective action.
When completing your service how can you show thoughtfulness and personalize service.
What do you say before you walk out of the room.
During the treatment, Hope used the guest's name discreetly, such as when saying, "(Guest name), you'll find the robe draped at your feet and don't forget your jewelry in the dish.
Anthony was articulate and used complete sentences, such as when saying, "Your robe is draped over your lap and your jewelry is in the bowl.
How many times should you check in on the guest during a service and how?
minimum of 3 times
how's the pressure Mr..Mrs name?
is the lighting in the room to your standards?
is the table warm enough Mr. Smith
"I would like to book a service." How would you respond to this guest?
Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
"May I have the pleasure of your first and last name?"
"What day were you interested in? I can also share my knowledge about the services if you like."
"Excellent choice, allow me a moment...."
Graciousness, Thoughtfulness & Sense of Personalized Service The guest receives a strong sense of personalized service from the reception staff.
As a Spa Specialist what do you do or say through out the day to personalize a guest service?
2019-As the guest was checking out, the second female receptionist inquired about the guest's treatments and commented on their bright glowing skin from the facial they received mentioning that the diamond-bright facial was her favorite treatment they offered.
-Greet the guest by name
-personalize the tour
-try to remember guest(stop saying checking in/out).
During the short intake what should we ask guest besides asking about allergies, medical concerns, areas to focus on or enhancements?
The guest's general wellness and goals are discussed
What should you keep neat and clean in your room before the guest enters it?
EVERYTHING
-shelves
-counter
-floors
-steamers
How much is our travel size pain cream for retail?
$
Staff can knowledgeably, clearly and unpretentiously describe treatments and their benefits so that the guest knows exactly what to expect.
"What is the Ultimate 5280?" how would you describe it to guest?
Utilizing potent CBD-rich oil, this full body experience is the ultimate head to toe indulgence - a full body exfoliation, CBD-rich massage, foot rejuvenation and to top it off, scalp and hair renewal - all come together transporting you to a state of tranquility. Includes: Full body dry brush exfoliation, CBD massage, foot massage with paraffin, scalp and hair treatment
Check out Mr. Smith
-Answer varies
How can the therapist demonstrate expertise? what should they never do?
The guest asked about hydration.
Sharing knowledge with the guest without giving medical advice.
When the guest asked about hydration, the Technician suggested drinking celery juice because it contained additional vitamins to hydrate from the inside out
Mr. Smith has a few services throughout the day. After your service what should you say to her?
Therapist is aware of other treatments the guest has booked during the same spa visit to ensure a sense of continuity.
It was lovely meeting you today, I hope you enjoy your massage or how was your massage earlier today?
Wellness-How can a technician offer practical advice to demonstrate an interest in the guest's continued wellbeing.
Hope suggested that the guest use a mask with hyaluronic acid twice a week as the cooler weather would dry the guest's skin more rapidly.
Tec left product suggestions for reliev?ing tension at reception for the guest to use to continue their wellness goals.