Service Standard Checklist – Spa – Services and Facilities

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Spa / Fitness Centre Service Standard and Facility Audit Checklist 

  • The spa/fitness center Reception desk was neat in appearance.
  • A polite greeting, offer of assistance, etc. was made within 5 feet by the Spa attendant / Spa Receptionist.
  • The fitness center/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 was asked to place a call on hold, and the staff member waited for a response.
  • Caller placed on hold for less than 30 seconds, further permission was taken in case to extend to hold the line.
  • The guest was asked if they had utilized the spa or fitness services previously.
  • The staff was always attentive and helpful.
  • Details of a 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, and also able to discuss benefits.
  • A staff member offered to book an appointment.
  • The guest was asked for the therapist’s gender preference and also for any previous medical conditions.
  • If a reservation is made, the arrival date, name, and services booked are confirmed.
  • Guest name was used a minimum of two times during the conversation.
  • The staff member was the last to speak, offered thanks, or offered of additional assistance.
  • The speed of service adapted to the environment and the needs of the guest.
  • The guest’s Reservation was immediately retrieved and services that were booked by the guest were reconfirmed with him/her. 
  • The payment process was reconfirmed with the guest, in case of any clarifications staff contacted the front office. 
  • The server was able to answer basic questions about the hotel (memorabilia, services, facilities, hours). 
  • The Fitness Staff explained the facilities and equipment voluntarily.
  • The staff member was the last to speak, offer thanks, or offer additional assistance.
  • Staff did not congregate or engage in personal conversation with other staff, no horseplay. 
  • Staff members were well-groomed and 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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