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Spa Human Resources Management Manual

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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.



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 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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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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