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Spa Housekeeping and Presentation Manual

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Intelligent Spas' Housekeeping and Presentation Manual assists spa owners and managers maintain their spa’s cleanliness and ambiance via a variety of activities which keep the spa looking, sounding and smelling enticing. Employees may easily follow the enclosed processes and checklists to ensure your best spa is always on display.

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. 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.

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



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.


Table of Contents

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 Spa Housekeeping & Presentation 7
2.1 Process Maps 7
2.1.1 Treatment Rooms Process Map 7
2.1.2 Stations Process Map 8
2.1.3 Reception Process Map 8
2.1.4 Relaxation Room Process Map 9
2.1.5 Locker Room Process Map 10
2.1.6 Supporting Facilities Process Map 11
2.1.7 Stock Requisition & Monitoring Process Map 12
2.1.8 Laundry Process Map 13
2.1.9 General Spa Ambience Process Map 13
2.2 Spa Cleaning and Presentation Policy & Procedure 14
2.3 Spa Opening - Treatment Rooms Policy, Procedure & Checklist 15
2.4 Post Treatment Preparation-Treatment Rooms Policy, Procedure & Checklist 17
2.5 Spa Closing - Treatment Rooms Policy, Procedure & Checklist 19
2.6 Spa Opening - Stations Policy, Procedure & Checklist 21
2.7 Post Treatment Preparation - Station Policy, Procedure & Checklist 23
2.8 Spa Closing - Stations Policy, Procedure & Checklist 25
2.9 Spa Opening - Reception Policy, Procedure & Checklis 27
2.10 Spa Presentation - Reception Policy, Procedure, Task Checklist & Locker Usage Status Form 29
2.11 Spa Closing - Reception Policy, Procedure & Checklist 32
2.12 Spa Opening - Relaxation Room Policy, Procedure & Checklist 34
2.13 Spa Presentation - Relaxation Room Policy, Procedure & Checklist 36
2.14 Spa Closing - Relaxation Room Policy, Procedure & Checklist 38
2.15 Spa Opening - Locker Room Policy, Procedure & Checklist 40
2.16 Individual Locker Restock Policy, Procedure, Locker Items Checklist & Locker Restock Task Checklist 42
2.17 Spa Presentation - Locker Room Policy, Procedure, Toiletry Items Checklist Format & Task Checklist 45
2.18 Spa Closing - Locker Room Policy, Procedure & Checklist 48
2.19 Spa Opening - Supporting Facilities Policy, Procedure & Checklist 50
2.20 Spa Presentation - Supporting Facilities Policy, Procedure & Checklist 52
2.21 Spa Closing - Supporting Facilities Policy, Procedure & Checklist 54
2.22 Store Stock Policy & Procedure 56
2.23 Professional Stock Policy & Procedure 57
2.24 Retail Stock Policy & Procedure 58
2.25 Stock Monitoring Policy, Procedure, Master Stock List, Stock Status Report Format & Stock Requisition Form 59
2.26 Linen Policy & Procedure 65
2.27 Laundry Policy, Procedure & Form 66
2.28 Food and Beverage Policy, Procedure, Menu Format, Ingredients List Format & Checklist 68
2.29 Reading Materials Policy, Procedure & Approved Reading Materials List Format 72
2.30 Music Policy, Procedure & Approved Music List Format 74
2.31 Diffusing Oils Policy, Procedure & Approved Diffusing Oils List Format 76
2.32 Repairs and Maintenance Policy, Procedure & Log Form 78
2.33 Back-of-House Policy & Procedure 80
3 Master Templates 81
3.1 Master Content Page Template 81
3.1.1 Sub-heading 81
3.2 Master Policy & Procedure Table Template 82
3.3 Master General Checklist & Items Template 83
3.4 Master Day & Time Task Checklist Template 84
3.5 Master Sample Letter Template 85
3.6 Master Sample Notice Template 86
3.7 Master Sample Form Template 87
4 Copy/Paste Templates 88
4.1 Copy/Paste Content Page Template 88
4.1.1 Sub-heading 88
4.2 Copy/Paste Policy & Procedure Table Template 89
4.3 Copy/Paste General Checklist & Items Template 90
4.4 Copy/Paste Day & Time Task Checklist Template 91
4.5 Copy/Paste Sample Letter Template 92
4.6 Copy/Paste Sample Notice Template 93
4.7 Copy/Paste Sample Form Template 94


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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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