Spa

OperationsStandards and Procedures

Table of contents

Document overview...... 8

Guest interaction...... 9

Telephone greeting...... 10

Guest greeting in person...... 12

Reservations via telephone...... 13

Reservations in person for service...... 16

Credit card confirmation request...... 18

Confirmation calls...... 19

Cancellation policy...... 21

Check-in...... 22

Terms of entry and spa etiquette...... 24

Terms of entry and spa etiquette notice...... 25

Privacy policy...... 27

Privacy policy notice...... 28

Mobile phones, PDA’s and pagers...... 29

Guest arrives late...... 30

Service provider arrives late...... 32

No-show policy...... 34

No-show credit card charging letter...... 36

Receiving guest into service room...... 37

Service in guest hotel room...... 39

Frozen amusee...... 41

Mint foot wipe...... 42

Guest under the influence...... 43

Allegations of inappropriate sexual conduct by therapist...... 44

Allegations of inappropriate conduct by guest...... 46

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Escorting guest from service room...... 48

Tea zone...... 50

Terms of sale...... 51

Terms of sale notice...... 52

Payment...... 53

Payment via cash...... 54

Payment via credit card...... 55

Payment via gift voucher...... 57

Payment via room charge...... 58

Check-out...... 59

Colored candy departure...... 61

Guest farewell...... 62

Complaint in person...... 63

Complaint form...... 65

Complaint via written/ electronic coorespondence...... 66

Gift certificate via telephone...... 68

Gift certificate in person...... 70

Gift certificate terms and conditions...... 72

Spa tour & site inspection booking...... 73

Spa tour booking form...... 74

Spa tour for guests...... 75

Spa tour for media/ groups/ inspections...... 77

Request to send a spa brochure...... 79

Request to send a spa brochure form...... 80

Spa brochure request in person...... 81

Managing non-native language speaking guests...... 83

Housekeeping & set-up...... 85

General spa cleaning and presentation...... 86

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Opening- treatment areas...... 88

Opening- treatment areas checklist...... 90

Massage room standardized set-up...... 91

Skincare room set-up...... 94

Dispensary set-up...... 97

Post treatment area preparation...... 98

Post treatment area checklist...... 100

Spa closing- treatment areas...... 101

Closing- treatment areas checklist...... 103

Spa presentation- reception...... 104

Presentation- reception checklist...... 105

Locker usage form...... 106

Spa opening- reception...... 107

Opening- reception checklist...... 109

Spa closing- reception...... 110

Closing- reception checklist...... 112

Daily scrub...... 113

Daily scrub checklist...... 114

Spa presentation- locker rooms...... 116

Spa presentation- wet grooming areas...... 118

Spa presentation- dry grooming areas...... 119

Spa opening- locker rooms...... 121

Opening- locker rooms checklist...... 122

Personalized locker restocking...... 123

Locker items checklist...... 124

Spa closing- locker room...... 125

Closing- locker room checklist...... 126

Spa presentation- waiting lounge...... 127

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Presentation- waiting lounge checklist...... 128

Hospitality station set-up...... 129

Spa opening- waiting lounge...... 130

Opening- waiting lounge checklist...... 131

Spa closing- waiting lounge...... 132

Closing- waiting lounge checklist...... 133

Spa presentation- supporting facilities...... 134

Presentation- supporting facilities checklist...... 135

Spa opening- supporting facilities...... 136

Opening- supporting facilities checklist...... 137

Spa closing- supporting facilities...... 138

Closing- supporting facilities checklist...... 139

Store room stock...... 140

Stock monitoring...... 141

Master stock list...... 142

Linen...... 145

Laundry...... 146

Food and beverage...... 147

Approved food and beverage list...... 148

Food and beverage ingredient list...... 149

Food and beverage time list...... 150

Reading materials...... 151

Approved reading materials list...... 152

Music...... 153

Approved music list...... 154

Diffusing oils...... 155

Approved diffusing oils...... 156

Repairs and maintenance...... 157

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Repairs and maintenance form...... 159

Back-of-house...... 160

Light bulb check...... 161

Retail...... 162

Retail assistance and sales...... 163

Merchandise protection...... 164

Held merchandise...... 166

Damage return policy...... 167

Employee purchases...... 169

Product samples...... 171

Customer return policy...... 172

Product returns...... 173

Markdown procedure policy...... 174

Sales incentives & vendor contests...... 176

Sales incentives form...... 177

New vendor approval process...... 178

New vendor approval form...... 180

Placing an order...... 181

Purchasing order form...... 182

Vendor compliance form...... 183

Receiving retail inventory...... 185

Ticketing...... 187

Inventory credits and returns...... 189

Inventory credits and returns form...... 191

Packing rtvs...... 192

Promotions...... 193

Monthly inventory count...... 194

Monthly reports...... 195

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Visual log...... 197

Visual log book...... 198

Protocols...... 199

Introduction...... 200

Ritual touch- body...... 201

Ritual touch- face...... 202

Luminosity- signature facial...... 205

Scalp massage...... 207

Comfort touch facial massage...... 208

Ultra hydra...... 211

Skin deeper...... 213

Skin deeper- man...... 215

Youth springs eternal...... 217

Much kneaded- signature massage...... 219

Spaoma...... 222

Swede stone...... 229

Melt down...... 236

Liquid luxury- signature body...... 240

Wrapture...... 241

Orange crush...... 242

Detoxic...... 243

Ginger touch- signature mani...... 245

Ginger step- signature pedi...... 247

Full mani...... 250

Full pedi...... 253

Mini mani in e...... 256

Mini pedi...... 259

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document overview

The operations standards, procedures and protocols within this document have been created to set the service standards for the Spa brand and establish procedures for achieving them. These documents form the foundation to ensure consistent service is delivered across the Spa brand. To be sure that this document becomes the functional backbone of each location, the procedures and protocols may need to be adjusted and modified to be representative of the operational needs of each property. They may also need to be adapted to ensure cultural relevance and location specific nuances as well as to comply with local law. While modifications to many of these procedures will be needed, each location should aim to achieve all of the standards denoted in the ORANGE box on each standard procedure. At a minimum the following brand standards MUST be maintained:

BRAND STANDARDS

OPERATIONS:

Each location must use a Spa-approved spa management hardware/software system for reservations, guest check-in, guest check-out, point of sale (including retail), management and accounting. Harms spa management software system (and related hardware) is pre-approved for Customized Spa Turnkey Spas.

Each location must utilize a Spa-standard minimum chart of accounts/general ledger codes/treatment codes/retail inventory codes, and timely report activity to Spa using standard report templates as designated from time to time

Core Spa menu offerings and protocols and Customized Spa Turnkey Spa-specific menu offerings and protocols must be maintained, including use of designated products. [comfort zone] must be the primary skin care line used (unless [comfort zone ]is not available in that jurisdiction

Spa Spa signature colored candy blend (as customized for Customized Spa Turnkey Spas) must be available at the front desk area

Relaxation lounge must have fruit and herb infused beverage option

Fresh, seasonal fruit must be served in the relaxation area or other appropriate location

Frozen amusee must be offered to the guest prior to their first service of the visit

Mint foot wipe must be performed after each service

Tea must be offered to guests in the T-Zone or other appropriate area as the final service touch of the Spa spa experience

RETAIL:

The location must use the Spa-designated product mix for 80% of its retail offerings. Initial standards require that, as part of the 80%, the [comfort zone] skincare line be available in its entirety (unless otherwise directed by Spa because [comfort zone] is not available in that jurisdiction)..

Each spa must have a retail area

There must be at least one employee who is designated as a Retail Specialist. Depending on the size of spa, these duties may be combined with another position, other than the Spa Manager/Director.

The retail area must have products distributed in the categories of touch (all products that are used in treatment), body (any additional body care products i.e. soaps, lotions, etc.), style (any clothing or accessories i.e. robes) and life (and home or gift items)

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guest interaction

9

standard operating procedures > guest interaction > 1-GI

telephone greeting

all departments

Objective: To ensure the telephone is answered promptly and the guest is spoken to in anappropriate manner.

STANDARDS

Telephone must be answered within three rings.

Speak using a professional tone and smile at all times.

Guest name is used at least three times during the conversation.

Always use the proper surname when greeting a guest.

Conversation on the part of the spa personnel is to be kept minimal and professional, not becoming too personal in nature.

A guest will never be put on hold longer than one minute.

Before putting a guest on hold the spa personnel must first ask and receive the guest’s permission

The telephone greeting procedure must be followed.

PROCEDURES

  1. Answer telephone with “Good morning/afternoon/evening, thank you for calling Spa, this is (associate name) speaking. How may I assist you?”
  1. If you are with another guest, ask the caller if you may place them on hold for a brief moment.
  1. If they agree, thank them, place them on hold and get back to them within (one) minute., If at this time you are still with the previous guest, ask the guest in front of you if you may advise the guest on the phone that you will call them back. Thank your previous guest for their patience. Say to your guest on the phone, “Thank you for holding, I am still with a guest may I take your contact information and return your call as soon as possible or at a convenient time for you?” If they say yes, ask for their name and phone number.
  1. If they disagree, state, “I understand, please allow me to finish up with my current guest and I will be back with you as soon as possible.” If there is another associate available have them take the call,

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otherwise complete your service with the guest in front of you and then move on to the phone guest.”

  1. If, when you answer the phone, you believe you will not be able to attend to the call within 1 minute, answer the phone as per point 2; however omit, “How may I assist you?” and instead ask, “May I take your contact information and return your call as soon as possible or at a convenient time for you?”I If yes ask for their name and number.
  1. If no, ask if they would like to be placed on hold, advise them that you will get back to them as soon as possible.
  1. If you are available, ask, "How may I assist you?"
  1. Conduct the relevant procedure according to the guest’s requirements.
  1. For guests making bookings, conduct the Reservation via Telephone Procedure.
  1. For guests requesting a brochure to be sent to them, conduct the Request to Send Spa BrochureProcedure.
  1. For guests requesting a Spa tour, conduct the Spa Tour Booking Procedure.
  1. For other inquiries, always address the guest in a professional and appropriate manner. If you are unable to meet the guest’s expectation, take their details and ask a senior team member to call them back at a convenient time or transfer them to the appropriate person or department. If transferring, first speak with the appropriate person or department to inform them of the details of the situation and provide them with as much guest information as possible.