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3 Pandemic Procedures

Product image 13 Pandemic Procedures
Product image 23 Pandemic Procedures

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Intelligent Spas' 3 Pandemic Procedures Manual is designed to enable spa owners and managers to quickly update 3 key procedures required during a pandemic.

They include your Cancellation Policy, Confirmation Calls and Safe Entry Policies and Procedures.

One of the key Standard Operating Policies and Procedures spas are recommended to update since the pandemic relates to Cancellation. Previously, it was standard practice for 5 star spas to take credit card details to secure bookings and then charge for late cancellations and no shows, which helped to secure revenue. Now spas are being more flexible and understanding to ensure the safety and wellbeing of their guests and employees, which also works to strengthen customer loyalty.

If your spa conducts Confirmation Calls to maximise occupancy and revenue, it needs to be linked to the Cancellation Policy so it is clear what the standard practice is. If your system uses a digital reminder system, the content of the message must also reflect your current Cancellation Policy. In order to maximise occupancy, I recommend an action be placed in the message eg. "Please reply Y to confirm or call/message (number) to reschedule" - this communicates back to the spa if the client was reminded of their appointment. If no reply is received, a second message or a call may be initiated to confirm or reschedule the reservation.

As a resident of Singapore, I'm very familiar with contact tracing regulations and procedures. I've created a Safe Entry Policy and Procedure as an additional resource. Although various countries and states have reacted differently to the pandemic and imposed, or not imposed, new regulations about wearing masks, safe entry, temperature checking and social distancing, it is up to the individual spa owner and/or manager to decide if they wish to implement any additional safety standards within their spa environment. Kindly note, it is important for each business to check their location regulations and requirements.


Both a secure PDF file and an editable Microsoft Word file are provided for your convenience and easy customisation.

Simply add your branding, customise the content and roll it out to your team.

The additional activities highlighted in the Pre and Post Requisite Procedures and/or the Process Maps are available in our Spa Operating Procedures and Policies Manual or Salon/Boutique Spa Operating Procedures and Policies Manual, which may be purchased separately.


Click the cover image to see larger sample pages and use the arrows to view each generic sample page to see our standard format and level of detail. And/or click the smaller thumb nail images under the main image.

Table of Contents


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Julie Garrow

Julie Garrow developed a mission in 2001 to assist spa owners, managers and employees provide seamless spa experiences to their valued guests, after realising via consulting and mystery shopping projects, new spas in particular, were not operating efficiently and delivering the promised level of relaxation. Her consulting career in hospitality and leisure in the late 90’s led her to specialise in the spa sector when it was still a very young industry and Julie founded Intelligent Spas to author a range of publications which spas could easily reference and implement in order to improve their performance and service delivery.

Julie initiated a partnership with Maggie Gunning, an experienced spa director and consultant, to develop a range of international standard, Spa Operating Policies and Procedures Manuals, resulting in detailed and practical guidelines spa owners, managers, and employees require to support an efficient business, whilst delivering consistently high service standards. The manuals have been updated and refined over the years as the industry has matured.

In 2009, Julie was awarded the "Distinguished Industry Leader" title in The Crystal Awards Asia Pacific, which was nominated by industry peers to acknowledge and reward an individual who has made a positive contribution to the spa industry.

Prior to establishing Intelligent Spas, Julie represented major organisations such as PricewaterhouseCoopers Hospitality and Leisure Consulting (Singapore), Southern Pacific Hotels (Sydney) and KPMG Tourism and Leisure Consulting (Melbourne). Julie graduated with a Bachelor of Business specialising in Tourism, Management and Marketing. Julie is from Australia and currently resides in Singapore with her husband and business partner, Stu and their son, Conrad.

Maggie Gunning

Maggie Gunning was a major contributor in the development of Intelligent Spas’ Spa Operations Manuals, providing valuable practical insight into the many procedures and work flows to achieve high quality, international standard resources, designed to enable spas to effectively implement the knowledge. She has spent almost 30 years helping spa owners, investors, hoteliers, designers, project managers and consultants turn their spa visions into a reality, from creating innovative spa concepts and managing spa developments through to the pre-opening phase, to conducting focused employee training to refine the operations of luxury day spa chains. Her work has taken her to over 20 countries across Europe, Middle East and Asia Pacific, where she’s developed a valuable understanding of spa infrastructure and operations required within various cultures and climates.

Maggie founded spa consulting firm Spa Synergy and succeeded in establishing the brand as the trusted advisor to deliver world-class standards in spa excellence, before selling the business to A. W Lake Spa Concepts Pte Ltd, whom she continues to work with. She has also acted as an international examiner for the Confederation of Beauty Therapy and Cosmetology in the United Kingdom

Originally from England where she trained as a fully qualified aesthetician in face and body treatments, Maggie has resided in Asia for many years and now calls Singapore home.

Kirien Withers

Kirien Withers was chosen to edit Intelligent Spas’ Sop Operations Manuals given her experience and reputation in beauty and spa industry publishing. She founded the first generic beauty and spa publications in Australia in 1993 and 1999 respectively, after beginning a long campaign to see Australia and New Zealand’s industries blossom. She was Founding President of the now Australasian Spa and Wellness Association and launched Australia’s first spa and wellness consumer publication. Kirien has also consulted on all things spa, wellness, aesthetics and sustainability over the last three decades, which enabled her to provide a valuable contribution to the quality of the Spa Operations Manuals.

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