Spa / Fitness Centre Service Standard and Facility Audit Checklist 

  • Spa / fitness centre Reception desk was neat in appearance.

  • A polite greeting, offer of assistance, etc. was made within 5 feet  by Spa attendant / Spa Receptionist.

  • Fitness centre /  spa department  staff answered within 3 rings.

  • On the telephone, staff had a smiling greeting which included 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 to hold the line.

  • Guest was asked if they had utilized the spa or fitness services previously.

  • Staff was always attentive and helpful.

  • Details of wide variety of services were offered if enquired by 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 therapist gender preference and also for any previous medical conditions.

  • If reservation made, arrival date, name and services booked were confirmed.

  • Guest name was used a minimum of two times during the conversation.

  • 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.

  • Guests Reservation was immediately retrieved and services which was booked by the guest was reconfirmed with him / her.  

  • Payment process was reconfirmed with guest,  in case of any clarifications staff contacted front office.  

  • Server was able to answer basic questions about the hotel (memorabilia, services, facilities, hours). 

  • Fitness Staff explained facilities and equipment voluntarily.

  • Staff member was the last to speak, offered thanks or offer of additional assistance.

  • Staff did not congregate or engage in personal conversation with other staff, no horseplay. 

  • Staff member well groomed, uniformed, name tag was present.

  • Staff did not eat, drink, smoke or chew gum.

  • The speed of service adapted to the environment and the needs of the guest.


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