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.