Spa Reservation Process Service Standard checklist
Fitness or Spa department staff answered within 3 rings.
On the telephone, staff had a smiling greeting and clearly announced their name and an offer of assistance.
Permission asked to place call on hold, and staff member waited for response.
Caller placed on hold for less than 30 seconds, Further permission was taken in case to extend the holding time.
Guest was asked if they had utilised the spa or resort services previously.
Staff on the desk was attentive and helpful.
A wide variety of services were available and explained to the guest.
Spa had a marketing brochure with the available services offered.
Staff was knowledgeable about services provided, such as types of massages and facials along with prices, also able to discuss benefits.
Staff member offered to book an appointment.
Guest was asked for gender preference and any previous medical conditions.
If reservation made then room number, arrival date, name and services booked were confirmed.
Guest name was used a minimum of two times.
Staff member was the last to speak, offered thanks or offer of additional assistance.
The speed of service adapted to the environment and the needs of the guest.