Spa Operating Procedures and Policies Manual Thai

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ABOUT THE MANUAL

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Intelligent Spas' SOP Manual is designed to improve the efficiency and effectiveness of your business practices, aiming to generate incremental revenue, improve profitability and maximise return on investment. These unique resources are literally your virtual consultant, detailing practical guidelines and processes you may reference and customise to your own specific requirements. Download the manual immediately and begin to streamline your activities today.

Vital topics relating to Human Resources Management, Employee Handbook, Housekeeping and Spa Presentation, Client Interaction and Service Standards are included to assist spa businesses raise service standards, improve customer satisfaction, create and maintain spa ambience, implement employee training and reduce costs associated with waste and inefficient processes.

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		8
	1.1	Copyright	8
	1.2	File Management	8
	1.3	Adding your Brand Identity	9
	1.4	Customising the Manual Contents	9
	1.5	Re-setting the Automated Numbering System	9
	1.6	Format Options	10
	1.7	Legend for Process Maps	10
2	Client Interaction and Services Standards		11
	2.1	Process Maps	11
	2.1.1	Reservation Process Map	11
	2.1.2	Client Appointment Process Map	12
	2.1.3	Spa Tour Process Map	13
	2.1.4	Product Returns Process Map	13
	2.1.5	Spa Brochure Request Process Map	14
	2.1.6	Purchase Gift Certificate in Person Process Map	14
	2.1.7	Purchase Gift Certificate via Telephone Process Map	15
	2.1.8	Complaints Process Map	15
	2.2	Telephone Greeting Policy & Procedure	16
	2.3	Client Greeting in Person Policy & Procedure	17
	2.4	Reservation via Telephone Policy, Procedure & Checklist	18
	2.5	Reservation in Person for Treatment Later Policy & Procedure	21
	2.6	Reservation in Person for Treatment Now Policy & Procedure	23
	2.7	Request Credit Card to Confirm Booking Policy, Procedure & Booking Form	24
	2.8	Confirmation Calls Policy & Procedure	26
	2.9	Cancellation Policy & Procedure	27
	2.10	No-Show Policy, Procedure & Sample Letter	28
	2.11	Client Arrives Late Policy & Procedure	30
	2.12	Therapist Arrives Late Policy & Procedure	31
	2.13	Therapist Not Available Policy & Procedure	33
	2.14	Check In Policy & Procedure	34
	2.15	Client Profile Form Policy, Procedure & Form	35
	2.16	Privacy Policy, Procedure & Notice	37
	2.17	Terms of Entry and Spa Etiquette Policy, Procedure & Notice	39
	2.18	Mobile Phones and Other Electronic Devices Policy & Procedure	42
	2.19	Receiving Clients – Treatment Room Policy & Procedure	43
	2.20	Receiving Clients – Station Policy & Procedure	45
	2.21	Releasing Clients – Treatment Room Policy & Procedure	47
	2.22	Releasing Clients – Station Policy & Procedure	49
	2.23	Check Out Policy & Procedure	50
	2.24	Retail Assistance and Sales Policy & Procedure	51
	2.25	Terms of Sale Policy, Procedure & Notice	52
	2.26	Product Samples Policy & Procedure	54
	2.27	Payment Policy & Procedure	55
	2.28	Payment via Credit Card Policy & Procedure	56
	2.29	Payment via Cash Policy & Procedure	57
	2.30	Payment via Cheque Policy & Procedure	58
	2.31	Payment via Gift Voucher Policy & Procedure	59
	2.32	Payment via Electronic Funds Transfer Policy & Procedure	60
	2.33	Client Farewell Policy & Procedure	62
	2.34	Product Returns Policy, Procedure & Form	63
	2.35	Complaint in Person Policy, Procedure & Form	65
	2.36	Complaint via Telephone Policy & Procedure	67
	2.37	Complaint via Written Correspondence Policy & Procedure	68
	2.38	Spa Tour Booking Policy, Procedure & Form	69
	2.39	Spa Tour for Clients Policy & Procedure	71
	2.40	Spa Tour for Media Policy & Procedure	72
	2.41	Guest Book Policy, Procedure & Form	73
	2.42	Spa Brochure Request in Person Policy & Procedure	75
	2.43	Request to Post Spa Brochure Policy & Procedure	76
	2.44	Gift Certificate in Person Policy, Procedure, Notice & Form	78
	2.45	Purchase Gift Certificate via Telephone Policy & Procedure	81
3	Housekeeping & Spa Presentation		83
	3.1	Process Maps	83
	3.1.1	Treatment Rooms Process Map	83
	3.1.2	Stations Process Map	84
	3.1.3	Reception Process Map	84
	3.1.4	Relaxation Room Process Map	85
	3.1.5	Locker Room Process Map	86
	3.1.6	Supporting Facilities Process Map	87
	3.1.7	Stock Requisition & Monitoring Process Map	88
	3.1.8	Laundry Process Map	89
	3.1.9	General Spa Ambience Process Map	89
	3.2	Spa Cleaning and Presentation Policy & Procedure	90
	3.3	Spa Opening – Treatment Rooms Policy, Procedure & Checklist	91
	3.4	Post Treatment Preparation – Treatment Rooms Policy, Procedure & Checklist	93
	3.5	Spa Closing – Treatment Rooms Policy, Procedure & Checklist	95
	3.6	Spa Opening – Stations Policy, Procedure & Checklist	97
	3.7	Post Treatment Preparation – Station Policy, Procedure & Checklist	99
	3.8	Spa Closing – Stations Policy, Procedure & Checklist	101
	3.9	Spa Opening – Reception Policy, Procedure & Checklis	103
	3.10	Spa Presentation – Reception Policy, Procedure, Task Checklist & Locker Usage Status Form	105
	3.11	Spa Closing – Reception Policy, Procedure & Checklist	108
	3.12	Spa Opening – Relaxation Room Policy, Procedure & Checklist	110
	3.13	Spa Presentation – Relaxation Room Policy, Procedure & Checklist	112
	3.14	Spa Closing – Relaxation Room Policy, Procedure & Checklist	114
	3.15	Spa Opening – Locker Room Policy, Procedure & Checklist	116
	3.16	Individual Locker Restock Policy, Procedure, Locker Items Checklist & Locker Restock Task Checklist	118
	3.17	Spa Presentation – Locker Room Policy, Procedure, Toiletry Items Checklist Format & Task Checklist	121
	3.18	Spa Closing – Locker Room Policy, Procedure & Checklist	124
	3.19	Spa Opening – Supporting Facilities Policy, Procedure & Checklist	126
	3.20	Spa Presentation – Supporting Facilities Policy, Procedure & Checklist	128
	3.21	Spa Closing – Supporting Facilities Policy, Procedure & Checklist	130
	3.22	Store Stock Policy & Procedure	132
	3.23	Professional Stock Policy & Procedure	133
	3.24	Retail Stock Policy & Procedure	134
	3.25	Stock Monitoring Policy, Procedure, Master Stock List, Stock Status Report Format & Stock Requisition Form	135
	3.26	Linen Policy & Procedure	141
	3.27	Laundry Policy, Procedure & Form	142
	3.28	Food and Beverage Policy, Procedure, Menu Format, Ingredients List Format & Checklist	144
	3.29	Reading Materials Policy, Procedure & Approved Reading Materials List Format	148
	3.30	Music Policy, Procedure & Approved Music List Format	150
	3.31	Diffusing Oils Policy, Procedure & Approved Diffusing Oils List Format	152
	3.32	Repairs and Maintenance Policy, Procedure & Log Form	154
	3.33	Back-of-House Policy & Procedure	156
4	Human Resources		157
	4.1	Process Maps	157
	4.1.1	Recruitment Process Map	157
	4.1.2	Induction Process Map	158
	4.1.3	Performance Warning and Breach of Contract Process Map	158
	4.1.4	Employee Termination Process Map	159
	4.1.5	Career Development & Continuous Improvement Process Map	160
	4.2	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	161
	4.3	Job Descriptions Policy, Procedure & New Job Description Form Template	169
	4.4	Job Descriptions	172
	4.4.1	Spa Director	172
	4.4.2	Spa Manager	174
	4.4.3	Spa Supervisor	176
	4.4.4	Spa Therapist	178
	4.4.5	Housekeeping Manager	180
	4.4.6	Spa Attendant	182
	4.4.7	Spa Sales Manager	184
	4.4.8	Spa Receptionist	186
	4.5	Employment Contract Policy, Procedure, Checklist, Job Offer Sample Letter & Employment Confirmation Sample Letter	188
	4.6	Uniforms Policy & Procedure	192
	4.7	New Employee Induction Policy, Procedure & Checklist	193
	4.8	Buddy System Policy, Procedure & Meeting Notes Form	195
	4.9	Probation Period Policy & Procedure	197
	4.10	Performance Warning Policy, Procedure, Performance Improvement Plan, Performance Warning Report, 1st Written Performance Warning Letter Sample & Final Written Performance Warning Letter Sample	198
	4.11	Major Breach of Employment Contract Policy & Procedure	206
	4.12	Employee Resignation Receipt Policy, Procedure & Resignation Acceptance Letter Sample	207
	4.13	Employment Termination Policy, Procedure & Checklist	209
	4.14	Exit Interview Policy, Procedure, Exit Interview Questions Form & Exit Statement Sample	212
	4.15	Employee Retrenchment Policy, Procedure & Notice of Retrenchment Letter Sample	215
	4.16	Operating Hours Policy, Procedure & Notice	217
	4.17	Shift Roster Preparation Policy, Procedure & Template	219
	2.18	Time Recording Policy & Procedure	221
	4.19	Performance Appraisal Program Policy, Procedure & Form	222
	4.20	Training and Career Development Policy & Procedure	226
	4.21	Employee Counselling Policy, Procedure & Form	227
	4.22	Continuous Improvement Program Policy, Procedure, Status Form & Item Implementation Plan	229
	4.23	Employee Meetings Agenda & Minutes Policy, Procedure, Sample, Chair’s Notes Template & Minutes Sample	232
	4.24	Restricted Areas Policy & Procedure	238
	4.25	Privacy & Document Security Policy & Procedure	239
	4.26	Emergency Management Policy & Procedure	240
	4.27	Lost & Found Property Policy & Procedure	241
5	Employee Handbook		242
	5.1	Corporate Profile	242
	5.1.1	Mission	242
	5.1.2	Background	242
	5.1.3	Location and Contact Details	242
	5.1.4	Operating Hours	243
	5.1.5	Strategic Objective and Philosophy	243
	5.1.6	Organisational Chart	243
	5.2	Spa Security Policy & Procedure	244
	5.3	Employee Arrival Policy & Procedure	245
	5.4	Employee Departure Policy & Procedure	246
	5.5	Time Sheet Policy, Procedure & Form	247
	5.6	Shift Roster Policy, Procedure & Modification Request Form	249
	5.7	Leave Policy, Procedure & Form	251
	5.8	Personal Communications and Errands Policy & Procedure	253
	5.9	Employee Access Policy, Procedure & Gender-Specific Areas Access Request Form	254
	5.10	Non-Public Areas Policy & Procedure	256
	5.11	Client Access Policy & Procedure	257
	5.12	Emergency Evacuation Policy, Procedure & Map of Emergency Evacuation Exits and Waiting Area	258
	5.13	First Aid Implementation Policy, Procedure, Map of First Aid Kit Locations & First Aid Incident Report Form	261
	5.14	Operating Equipment and Systems Policy & Procedure	265
	5.15	Smoking Policy & Procedure	266
	5.16	Photography Policy & Procedure	267
	5.17	Lost Items Policy, Procedure & Form	268
	5.18	Found Items Policy, Procedure & Form	271
	5.19	Employee Presentation Policy, Procedure & Uniform Request Form	274
	5.20	Telephone Etiquette Policy & Procedure	276
	5.21	Employee Communication Policy & Procedure	277
	5.22	Employee Meetings Policy & Procedure	279
	5.23	Continuous Improvement Policy, Procedure & Form	280
	5.24	Performance Appraisals and Training Policy, Procedure & Training Request Form	282
	5.25	Employee Benefits Policy, Procedure & Items List	284
	5.26	Family & Friends Benefits Policy, Procedure & Items List	286
	5.27	Gratuities Policy & Procedure	288
	5.28	Employee Resignation Policy & Procedure	289
6	Master Templates		290
	6.1	Master Content Page Template	290
	6.1.1	Sub-heading	290
	6.2	Master Policy & Procedure Table Template	291
	6.3	Master General Checklist & Items Template	292
	6.4	Master Day & Time Task Checklist Template	293
	6.5	Master Sample Letter Template	294
	6.6	Master Sample Notice Template	295
	6.7	Master Sample Form Template	296
7	Copy/Paste Templates		297
	7.1	Copy/Paste Content Page Template	297
	7.1.1	Sub-heading	297
	7.2	Copy/Paste Policy & Procedure Table Template	298
	7.3	Copy/Paste General Checklist & Items Template	299
	7.4	Copy/Paste Day & Time Task Checklist Template	300
	7.5	Copy/Paste Sample Letter Template	301
	7.6	Copy/Paste Sample Notice Template	302
	7.7	Copy/Paste Sample Form Template	303

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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.