Spa Human Resources Management Manual

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ABOUT THE MANUAL

Intelligent Spas' Human Resources Management Manual provides the tools spa owners and managers need to effectively manage the spa’s employees and related administration. Policies and samples are contained throughout the manual to enable quick customisation and easy implementation to ensure the team is continually motivated and focused on the spa’s business goals.

The Topical Extracts Manuals are direct extracts from Intelligent Spas’current Spa Operating Procedures and Policies Manual and provide a selection of standard operating procedures by specific topic to help spas quickly address areas of concern. Download the manual immediately and begin to streamline your activities today.

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

SAMPLE PAGES

Click the cover image to see larger sample pages and use the arrows to view each sample page. And/or click the smaller thumb nail images under the main image.

Click here to request a free Sample Document.

1	How to Use this Manual		4
	1.1	Copyright	4
	1.2	File Management	4
	1.3	Adding your Brand Identity	5
	1.4	Customising the Manual Contents	5
	1.5	Re-setting the Automated Numbering System	5
	1.6	Format Options	6
	1.7	Legend for Process Maps	6
2	Human Resources		7
	2.1	Process Maps	7
	2.1.1	Recruitment Process Map	7
	2.1.2	Induction Process Map	8
	2.1.3	Performance Warning and Breach of Contract Process Map	8
	2.1.4	Employee Termination Process Map	9
	2.1.5	Career Development & Continuous Improvement Process Map	10
	2.2	Recruitment Policy, Procedure, Recruitment Request Form, Job Opening Notice, Job Advertisement Checklist, Job Application Under Consideration Sample Letter, Job Application Unsuccessful Sample Letter & Interview Questions Checklist	11
	2.3	Job Descriptions Policy, Procedure & New Job Description Form Template	19
	2.4	Job Descriptions	22
	2.4.1	Spa Director	22
	2.4.2	Spa Manager	24
	2.4.3	Spa Supervisor	26
	2.4.4	Spa Therapist	28
	2.4.5	Housekeeping Manager	30
	2.4.6	Spa Attendant	32
	2.4.7	Spa Sales Manager	34
	2.4.8	Spa Receptionist	36
	2.5	Employment Contract Policy, Procedure, Checklist, Job Offer Sample Letter & Employment Confirmation Sample Letter	38
	2.6	Uniforms Policy & Procedure	42
	2.7	New Employee Induction Policy, Procedure & Checklist	43
	2.8	Buddy System Policy, Procedure & Meeting Notes Form	45
	2.9	Probation Period Policy & Procedure	47
	2.10	Performance Warning Policy, Procedure, Performance Improvement Plan, Performance Warning Report, 1st Written Performance Warning Letter Sample & Final Written Performance Warning Letter Sample	48
	2.11	Major Breach of Employment Contract Policy & Procedure	56
	2.12	Employee Resignation Receipt Policy, Procedure & Resignation Acceptance Letter Sample	57
	2.13	Employment Termination Policy, Procedure & Checklist	59
	2.14	Exit Interview Policy, Procedure, Exit Interview Questions Form & Exit Statement Sample	62
	2.15	Employee Retrenchment Policy, Procedure & Notice of Retrenchment Letter Sample	65
	2.16	Operating Hours Policy, Procedure & Notice	67
	2.17	Shift Roster Preparation Policy, Procedure & Template	69
	2.18	Time Recording Policy & Procedure	71
	2.19	Performance Appraisal Program Policy, Procedure & Form	72
	2.20	Training and Career Development Policy & Procedure	76
	2.21	Employee Counselling Policy, Procedure & Form	77
	2.22	Continuous Improvement Program Policy, Procedure, Status Form & Item Implementation Plan	79
	2.23	Employee Meetings Agenda & Minutes Policy, Procedure, Sample, Chair’s Notes Template & Minutes Sample	82
	2.24	Restricted Areas Policy & Procedure	88
	2.25	Privacy & Document Security Policy & Procedure	89
	2.26	Emergency Management Policy & Procedure	90
	2.27	Lost & Found Property Policy & Procedure	91
3	Master Templates		92
	3.1	Master Content Page Template	92
	3.1.1	Sub-heading	92
	3.2	Master Policy & Procedure Table Template	93
	3.3	Master General Checklist & Items Template	94
	3.4	Master Day & Time Task Checklist Template	95
	3.5	Master Sample Letter Template	96
	3.6	Master Sample Notice Template	97
	3.7	Master Sample Form Template	98
4	Copy/Paste Templates		99
	4.1	Copy/Paste Content Page Template	99
	4.1.1	Sub-heading	99
	4.2	Copy/Paste Policy & Procedure Table Template	100
	4.3	Copy/Paste General Checklist & Items Template	101
	4.4	Copy/Paste Day & Time Task Checklist Template	102
	4.5	Copy/Paste Sample Letter Template	103
	4.6	Copy/Paste Sample Notice Template	104
	4.7	Copy/Paste Sample Form Template	105

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Contributors

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 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 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.