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 the call on hold, and staff member waited for the response.

• Caller placed on hold for less than 30 seconds, Further permission was taken in the case to extend the holding time.

• The guest was asked if they had utilized 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.

• The staff member offered to book an appointment.

• The 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.

• The guest name was used a minimum of two times.

• The 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.