Spa Operating Procedures, Policies & Forms Manual









Intelligent Spas' Client Interaction & Service Standards Manual provides an extensive collection of policies and procedures which address the complete spa experience from time of reservation through to departure after their treatment.

There are forty-four major items incorporated in the manual including greeting scripts, cancellation policy, mobile phones, payment procedures, complaints and gift certificates - refer to the detailed table of contents below for more information.

[client interaction and service standards]
[housekeeping and spa presentation]
[human resources management]
[employee handbook]


FEATURES
1. Critical spa policy items describing spa rules, standards and strategies specific to internal management requirements, behaviour expected from
employees, terms and conditions for clients and actions to be taken in certain situations.
2. Comprehensive spa procedure items outlining the sequence of tasks required to conduct specific activities incorporating logistical efficiencies,
operational and technical methodologies, service and quality standards and reporting structures and requirements.
3. A new, editable file format allowing easy customisation of unique requirements (Site, Enterprise and Consultant Licenses only).
4. Ready-to-use forms, checklists, scripts and samples to complete your manual.
5. An introductory 'How to Use This Manual' section explaining tips for file management, adding your brand identity, customising the manual contents, re-setting the automated numbering system and additional formatting options.
6. Supporting process maps illustrating the flow of policy and procedure items, ideal for using as a visual tool in training sessions.
7. Tables recording version control, responsible position and department, prerequisite, post requisite and supporting items, and the main objective of the item.

BUSINESS BENEFITS
1. World class customer satisfaction through the establishment or improvement, then maintenance of consistent operations and professional service standards.
2. Maximisation of the spa's bottom line and overall performance as managers experience fewer interruptions by employees requiring clarification.
3. An instant, professionally formatted manual focused on Client Interaction and Service Standards, requiring minimal customisation, and based on client feedback and preferences.
4. A cost-effective investment, this combination of resources saves spa businesses thousands of man hours and/or consulting dollars when compared to creating their own manual from the beginning.

ABOUT THE NEW SERIES OF SPA MANUALS
Intelligent Spas' new series of Spa Operating Procedures, Policies & Forms Manuals were developed by international spa consultants with collectively over 50 years experience in the spa and related industries. Their exposure across multiple countries and cultures enables the delivery of comprehensive, quality industry best practices which you may capitalise on to benefit your spa business.

Intelligent Spas' manuals aim to assist spa businesses raise service standards, improve customer satisfaction, create and maintain spa ambience, implement employee training and reduce costs associated with waste and inefficient processes.

The new topic-focused manuals are ideal for improving a particular problem area of spa operations, or for providing a complete and consistent set of standard operating procedure manuals to effectively train all spa employees and efficiently operate a professional spa facility.

The extensively expanded policy and procedure content is designed to be applicable to different types and sizes of spa facilities and allow operators to implement industry best practices.

DELIVERY DETAILS
The manuals are delivered in electronic file format:
1. A master copy in secure PDF format which may be printed for easy reading.
2. A Microsoft Word file which may be edited for time-saving and convenient customization (only for Site, Enterprise and Consultant Licenses).

TABLE OF CONTENTS

How to Use this Manual iii
File Management iii
Adding your Brand Identity iii
Customising the Manual Contents iii
Re-setting the Automated Numbering System iv
Format Options iv

Table of Contents 5

1 Process Maps 10
1.1 Legend for Process Maps 10
1.2 Reservation Process Map 10
1.3 Client Appointment Process Map 11
1.4 Spa Tour Process Map 12
1.5 Product Returns Process Map 12
1.6 Spa Brochure Request Process Map 13
1.7 Purchase Gift Certificate in Person Process Map 13
1.8 Purchase Gift Certificate via Telephone Process Map 14
1.9 Complaints Process Map 15

2 Telephone Greeting 16
2.1 Telephone Greeting 16
2.2 Telephone Greeting Procedure 17

3 Client Greeting in Person 18
3.1 Client Greeting in Person Policy 18
3.2 Client Greeting in Person Procedure 19

4 Reservation via Telephone 20
4.1 Reservation via Telephone Policy 20
4.2 Reservation via Telephone Procedure 21
4.3 Reservation Information Checklist 22

5 Reservation in Person for Treatment Later 23
5.1 Reservation in Person for Treatment Later Policy 23
5.2 Reservation in Person for Treatment Later Procedure 24

6 Reservation in Person for Treatment Now 25
6.1 Reservation in Person for Treatment Now Policy 25
6.2 Reservation in Person for Treatment Now Procedure 26

7 Request Credit Card to Confirm Booking 27
7.1 Request Credit Card to Confirm Booking Policy 27
7.2 Request Credit Card to Confirm Booking Procedure 28
7.3 Request Credit Card to Confirm Booking Form 29

8 Confirmation Calls 30
8.1 Confirmation Calls Policy 30
8.2 Confirmation Calls Procedure 31

9 Cancellation Policy 32
9.1 Cancellation Policy 32
9.2 Cancellation Procedure 33

10 No-Show Policy 34
10.1 No-Show Policy 34
10.2 No-Show Procedure 35
10.3 No-Show Credit Card Charging Procedure Sample Letter 36

11 Client Arrives Late 37
11.1 Client Arrives Late Policy 37
11.2 Client Arrives Late Procedure 38

12 Therapist Arrives Late 39
12.1 Therapist Arrives Late Policy 39
12.2 Therapist Arrives Late Procedure 40

13 Therapist Not Available 41
13.1 Therapist Not Available Policy 41
13.2 Therapist Not Available Procedure 42

14 Check In 43
14.1 Check In Policy 43
14.2 Check In Procedure 44

15 Client Profile Form 45
15.1 Client Profile Form Policy 45
15.2 Client Profile Form Procedure 46
15.3 Client Profile Form 47

16 Privacy Policy 48
16.1 Privacy Policy 48
16.2 Privacy Procedure 49
16.3 Privacy Policy Notice 50

17 Terms of Entry and Spa Etiquette 51
17.1 Terms of Entry and Spa Etiquette Policy 51
17.2 Terms of Entry and Spa Etiquette Procedure 52
17.3 Terms of Entry and Spa Etiquette Notice 53

18 Mobile Phones and Pagers 55
18.1 Mobile Phones and Pagers Policy 55
18.2 Mobile Phones and Pagers Procedure 56

19 Receiving Clients ? Treatment Room 57
19.1 Receiving Clients ? Treatment Room Policy 57
19.2 Receiving Clients ? Treatment Room Procedure 58

20 Receiving Clients - Station 60
20.1 Receiving Clients - Station Policy 60
20.2 Receiving Clients - Station Procedure 61

21 Releasing Clients ? Treatment Room 62
21.1 Releasing Clients ? Treatment Room Policy 62
21.2 Releasing Clients ? Treatment Room Procedure 63

22 Releasing Clients - Station 64
22.1 Releasing Clients - Station Policy 64
22.2 Releasing Clients - Station Procedure 65

23 Check Out 66
23.1 Check Out Policy 66
23.2 Check Out Procedure 67

24 Retail Assistance and Sales 68
24.1 Retail Assistance and Sales Policy 68
24.2 Retail Assistance and Sales Procedure 69

25 Terms of Sale 70
25.1 Terms of Sale Policy 70
25.2 Terms of Sale Procedure 71
25.3 Terms of Sale Notice 72

26 Product Samples 73
26.1 Product Samples Policy 73
26.2 Product Samples Procedure 74

27 Payment 75
27.1 Payment Policy 75
27.2 Payment Procedure 76

28 Payment via Credit Card 77
28.1 Payment via Credit Card Policy 77
28.2 Payment via Credit Card Procedure 78

29 Payment via Cash 79
29.1 Payment via Cash Policy 79
29.2 Payment via Cash Procedure 80

30 Payment via Check 81
30.1 Payment via Check Policy 81
30.2 Payment via Check Procedure 82

31 Payment via Gift Voucher 83
31.1 Payment via Gift Voucher Policy 83
31.2 Payment via Gift Voucher Procedure 84

32 Payment via Electronic Funds Transfer 85
32.1 Payment via Electronic Funds Transfer Policy 85
32.2 Payment via Electronic Funds Transfer Procedure 86

33 Client Farewell 87
33.1 Client Farewell Policy 87
33.2 Client Farewell Procedure 88

34 Product Returns 89
34.1 Product Returns Policy 89
34.2 Product Returns Procedure 90
34.3 Product Returns Form 91

35 Complaint in Person 92
35.1 Complaint in Person Policy 92
35.2 Complaint in Person Procedure 93
35.3 Complaint Form 94

36 Complaint via Telephone 95
36.1 Complaint via Telephone Policy 95
36.2 Complaint via Telephone Procedure 96

37 Complaint via Written Correspondence 97
37.1 Complaint via Written Correspondence Policy 97
37.2 Complaint via Written Correspondence Procedure 98

38 Spa Tour Booking 99
38.1 Spa Tour Booking Policy 99
38.2 Spa Tour Booking Procedure 100
38.3 Spa Tour Booking Form 101

39 Spa Tour for Clients 102
39.1 Spa Tour for Clients Policy 102
39.2 Spa Tour for Clients Procedure 103

40 Spa Tour for Media 104
40.1 Spa Tour for Media Policy 104
40.2 Spa Tour for Media Procedure 105

41 Guest Book 106
41.1 Guest Book Policy 106
41.2 Guest Book Procedure 107
41.3 Guest Book Form 108

42 Spa Brochure Request in Person 109
42.1 Spa Brochure Request in Person Policy 109
42.2 Spa Brochure Request in Person Procedure 110

43 Request to Post Spa Brochure 111
43.1 Request to Post Spa Brochure Policy 111
43.2 Request to Post Spa Brochure Procedure 112
43.3 Request to Post Spa Brochure Form 113

44 Purchase Gift Certificate in Person 114
44.1 Purchase Gift Certificate in Person Policy 114
44.2 Purchase Gift Certificate in Person Procedure 115
44.3 Gift Certificate Terms and Conditions Notice 116
44.4 Gift Certificate Form 117

45 Purchase Gift Certificate via Telephone 118
45.1 Purchase Gift Certificate via Telephone Policy 118
45.2 Purchase Gift Certificate via Telephone Procedure 119

46 Copy/Paste Template 120
46.1 Template Policy 120
46.2 Template Procedure 121
46.3 Template Sample Checklist 122
46.4 Template Sample Form 123
46.5 Template Sample Letter 124
46.6 Template Sample Notice 125

47 Master Template 126
47.1 Master Template Policy 126
47.2 Master Template Procedure 127
47.3 Master Template Sample Checklist 128
47.4 Master Template Sample Form 129
47.5 Master Template Sample Letter 130
47.6 Master Template Sample Notice 131

About Intelligent Spas Pte Ltd 132

Purchase a practical and affordable business planning and consulting package from Spa Business Associates, Inc., and receive these customized standard operating procedures at no additional charge.