Chick here to subscribe and receive exclusive discounts and free downloads...

Salon and Boutique Spa Operating Procedures and Policies Manual

Product image 1Salon and Boutique Spa Operating Procedures and Policies Manual
Product image 2Salon and Boutique Spa Operating Procedures and Policies Manual
Product image 3Salon and Boutique Spa Operating Procedures and Policies Manual
Product image 4Salon and Boutique Spa Operating Procedures and Policies Manual

Regular price

Intelligent Spas' newsletter subscribers save an extra 15%^ off this publication - Subscribe now to receive the discount code.


Intelligent Spas' Salon/Boutique Spa Operating Procedures and Policies Manual (Salon 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. This unique resource is 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 salon/boutique 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.

Click 'Zoom' on the cover picture to see larger Sample Pages. Refer to the tabs below for the detailed Table of Contents and Payment and Delivery details.

PLEASE NOTE: If your salon or spa has a relaxation room and other supporting facilities such as public or gender specific changing rooms, steam room, sauna, jacuzzi and/or plunge pools, etc, please refer to Intelligent Spas' more comprehensive manual entitled Spa Operating Procedures and Policies Manual which includes policies and procedures for those areas.

Save an extra 10% when you choose the PACKAGE which also includes our Professional Spa Treatments Manual. 


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 7
1.1 Copyright 7
1.2 File Management 7
1.3 Adding your Brand Identity 8
1.4 Customising the Manual Contents 8
1.5 Re-setting the Automated Numbering System 8
1.6 Format Options 9
1.7 Legend for Process Maps 9
2 Client Interaction and Services Standards 10
2.1 Process Maps 10
2.1.1 Reservation Process Map 10
2.1.2 Client Appointment Process Map 11
2.1.3 Product Returns Process Map 12
2.1.4 Spa Brochure Request Process Map 12
2.1.5 Purchase Gift Certificate in Person Process Map 13
2.1.6 Purchase Gift Certificate via Telephone Process Map 13
2.1.7 Complaints Process Map 14
2.2 Telephone Greeting Policy & Procedure 15
2.3 Client Greeting in Person Policy & Procedure 16
2.4 Reservation via Telephone Policy, Procedure & Checklist 17
2.5 Reservation in Person for Treatment Later Policy & Procedure 20
2.6 Reservation in Person for Treatment Now Policy & Procedure 22
2.7 Request Credit Card to Confirm Booking Policy, Procedure & Booking Form 23
2.8 Cancellation Policy & Procedure 25
2.9 No-Show Policy, Procedure & Sample Letter 26
2.10 Client Arrives Late Policy & Procedure 28
2.11 Therapist Arrives Late Policy & Procedure 29
2.12 Therapist Not Available Policy & Procedure 31
2.13 Check In Policy & Procedure 32
2.14 Privacy Policy, Procedure & Notice 33
2.15 Terms of Entry and Spa Etiquette Policy, Procedure & Notice 35
2.16 Mobile Phones and Other Electronic Devices Policy & Procedure 38
2.17 Receiving Clients - Treatment Room Policy & Procedure 39
2.18 Receiving Clients - Station Policy & Procedure 41
2.19 Releasing Clients - Treatment Room Policy & Procedure 43
2.20 Releasing Clients - Station Policy & Procedure 45
2.21 Check Out Policy & Procedure 46
2.22 Retail Assistance and Sales Policy & Procedure 47
2.23 Terms of Sale Policy, Procedure & Notice 48
2.24 Product Samples Policy & Procedure 50
2.25 Payment Policy & Procedure 51
2.26 Payment via Credit Card Policy & Procedure 52
2.27 Payment via Cash Policy & Procedure 53
2.28 Payment via Cheque Policy & Procedure 54
2.29 Payment via Gift Voucher Policy & Procedure 55
2.30 Payment via Electronic Funds Transfer Policy & Procedure 56
2.31 Client Farewell Policy & Procedure 58
2.32 Product Returns Policy, Procedure & Form 59
2.33 Complaint in Person Policy, Procedure & Form 61
2.34 Complaint via Telephone Policy & Procedure 63
2.35 Complaint via Written Correspondence Policy & Procedure 64
2.36 Spa Brochure Request in Person Policy & Procedure 65
2.37 Request to Post Spa Brochure Policy & Procedure 66
2.38 Gift Certificate in Person Policy, Procedure, Notice & Form 68
2.39 Purchase Gift Certificate via Telephone Policy & Procedure 71
3 Housekeeping & Spa Presentation 73
3.1 Process Maps 73
3.1.1 Treatment Rooms Process Map 73
3.1.2 Stations Process Map 74
3.1.3 Reception Process Map 74
3.1.4 Stock Requisition & Monitoring Process Map 75
3.1.5 Laundry Process Map 76
3.1.6 General Spa Ambience Process Map 76
3.2 Spa Cleaning and Presentation Policy & Procedure 77
3.3 Spa Opening - Treatment Rooms Policy, Procedure & Checklist 78
3.4 Post Treatment Preparation - Treatment Rooms Policy, Procedure & Checklist 80
3.5 Spa Closing - Treatment Rooms Policy, Procedure & Checklist 82
3.6 Spa Opening - Stations Policy, Procedure & Checklist 84
3.7 Post Treatment Preparation - Station Policy, Procedure & Checklist 86
3.8 Spa Closing - Stations Policy, Procedure & Checklist 88
3.9 Spa Opening - Reception Policy, Procedure & Checklist 90
3.10 Spa Presentation - Reception Policy, Procedure, Task Checklist & Locker Usage Status Form 92
3.11 Spa Closing - Reception Policy, Procedure & Checklist 95
3.12 Store Stock Policy & Procedure 97
3.13 Professional Stock Policy & Procedure 98
3.14 Retail Stock Policy & Procedure 99
3.15 Stock Monitoring Policy, Procedure, Master Stock List, Stock Status Report Format & Stock Requisition Form 100
3.16 Linen Policy & Procedure 106
3.17 Laundry Policy, Procedure & Form 107
3.18 Reading Materials Policy, Procedure & Approved Reading Materials List Format 109
3.19 Music Policy, Procedure & Approved Music List Format 111
3.20 Diffusing Oils Policy, Procedure & Approved Diffusing Oils List Format 113
3.21 Repairs and Maintenance Policy, Procedure & Log Form 115
3.22 Back-of-House Policy & Procedure 117
4 Human Resources 118
4.1 Process Maps 118
4.1.1 Recruitment Process Map 118
4.1.2 Induction Process Map 119
4.1.3 Performance Warning and Breach of Contract Process Map 119
4.1.4 Employee Termination Process Map 120
4.1.5 Career Development & Continuous Improvement Process Map 121
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 122
4.3 Job Descriptions Policy, Procedure & New Job Description Form Template 130
4.4 Job Descriptions 133
4.4.1 Spa Manager 133
4.4.2 Spa Therapist 135
4.4.3 Spa Receptionist 137
4.5 Employment Contract Policy, Procedure, Checklist, Job Offer Sample Letter & Employment Confirmation Sample Letter 139
4.6 Uniforms Policy & Procedure 143
4.7 New Employee Induction Policy, Procedure & Checklist 144
4.8 Buddy System Policy, Procedure & Meeting Notes Form 146
4.9 Probation Period Policy & Procedure 148
4.10 Performance Warning Policy, Procedure, Performance Improvement Plan, Performance Warning Report, 1st Written Performance Warning Letter Sample & Final Written Performance Warning Letter Sample 149
4.11 Major Breach of Employment Contract Policy & Procedure 157
4.12 Employee Resignation Receipt Policy, Procedure & Resignation Acceptance Letter Sample 158
4.13 Employment Termination Policy, Procedure & Checklist 160
4.14 Exit Interview Policy, Procedure, Exit Interview Questions Form & Exit Statement Sample 163
4.15 Employee Retrenchment Policy, Procedure & Notice of Retrenchment Letter Sample 166
4.16 Operating Hours Policy, Procedure & Notice 168
4.17 Shift Roster Preparation Policy, Procedure & Template 170
2.18 Time Recording Policy & Procedure 172
4.19 Performance Appraisal Program Policy, Procedure & Form 173
4.20 Training and Career Development Policy & Procedure 177
4.21 Employee Counselling Policy, Procedure & Form 178
4.22 Continuous Improvement Program Policy, Procedure, Status Form & Item Implementation Plan 180
4.23 Employee Meetings Agenda & Minutes Policy, Procedure, Sample, Chair's Notes Template & Minutes Sample 183
4.24 Restricted Areas Policy & Procedure 189
4.25 Privacy & Document Security Policy & Procedure 190
4.26 Emergency Management Policy & Procedure 191
4.27 Lost & Found Property Policy & Procedure 192
5 Employee Handbook 193
5.1 Corporate Profile 193
5.1.1 Mission 193
5.1.2 Background 193
5.1.3 Location and Contact Details 193
5.1.4 Operating Hours 194
5.1.5 Strategic Objective and Philosophy 194
5.1.6 Organisational Chart 194
5.2 Spa Security Policy & Procedure 195
5.3 Employee Arrival Policy & Procedure 196
5.4 Employee Departure Policy & Procedure 197
5.5 Time Sheet Policy, Procedure & Form 198
5.6 Shift Roster Policy, Procedure & Modification Request Form 200
5.7 Leave Policy, Procedure & Form 202
5.8 Personal Communications and Errands Policy & Procedure 204
5.9 Employee Access Policy, Procedure & Gender-Specific Areas Access Request Form 205
5.10 Non-Public Areas Policy & Procedure 207
5.11 Client Access Policy & Procedure 208
5.12 Emergency Evacuation Policy, Procedure & Map of Emergency Evacuation Exits and Waiting Area 209
5.13 First Aid Implementation Policy, Procedure, Map of First Aid Kit Locations & First Aid Incident Report Form 212
5.14 Operating Equipment and Systems Policy & Procedure 216
5.15 Smoking Policy & Procedure 217
5.16 Photography Policy & Procedure 218
5.17 Lost Items Policy, Procedure & Form 219
5.18 Found Items Policy, Procedure & Form 222
5.19 Employee Presentation Policy, Procedure & Uniform Request Form 225
5.20 Telephone Etiquette Policy & Procedure 227
5.21 Employee Communication Policy & Procedure 228
5.22 Employee Meetings Policy & Procedure 230
5.23 Continuous Improvement Policy, Procedure & Form 231
5.24 Performance Appraisals and Training Policy, Procedure & Training Request Form 233
5.25 Employee Benefits Policy, Procedure & Items List 235
5.26 Family & Friends Benefits Policy, Procedure & Items List 237
5.27 Gratuities Policy & Procedure 239
5.28 Employee Resignation Policy & Procedure 240
6 Master Templates 241
6.1 Master Content Page Template 241
6.1.1 Sub-heading 241
6.2 Master Policy & Procedure Table Template 242
6.3 Master General Checklist & Items Template 243
6.4 Master Day & Time Task Checklist Template 244
6.5 Master Sample Letter Template 245
6.6 Master Sample Notice Template 246
6.7 Master Sample Form Template 247
7 Copy/Paste Templates 248
7.1 Copy/Paste Content Page Template 248
7.1.1 Sub-heading 248
7.2 Copy/Paste Policy & Procedure Table Template 249
7.3 Copy/Paste General Checklist & Items Template 250
7.4 Copy/Paste Day & Time Task Checklist Template 251
7.5 Copy/Paste Sample Letter Template 252
7.6 Copy/Paste Sample Notice Template 253
7.7 Copy/Paste Sample Form Template 254

Important Notes:

Pricing is based on 3 Different Business Type User Licenses

  1. Single Location or Bulk Quantity Locations
  2. Headquarters or Regional Offices
  3. Professional Consultants

Choose your relevant Customer Group Type in the drop down box to view correct pricing and complete your purchase. Definitions and terms may be viewed here.

Contact us for bank details if you prefer to pay by bank transfer. 

Discount codes - newsletter subscribers receive 15% off standard prices. Check our Promotions page for other available discounts. Insert the discount code at checkout and click 'apply' before moving to the payment page.

Refunds are not available because the publications are delivered in electronic format. A range of information, including publication descriptions, detailed table of contents, sample pages, testimonials, news articles, plus responsive customer service are provided to assist your decision to purchase. If you have any additional questions, please contact us.

Electronic Delivery of Publication Files

The publication file(s) may be accessed immediately after the online payment is successfully processed or once funds are deposited into our bank account. Refer to the automatic email sent to you for download instructions. Check your junk folder if our email is not in your inbox.

Copyright Registration

As a business to business website, we require your company name and business email address to correctly register the copyright of the publications. If you are a student, simply insert 'Student at university/school name" in the company field. Please provide these details when prompted to avoid unnecessary follow up.

Frequently Asked Questions may be viewed here.

Terms of Purchase, Privacy and Copyright may be viewed here.



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.

Close (esc)


Use this popup to embed a mailing list sign up form. Alternatively use it as a simple call to action with a link to a product or a page.

Age verification

By clicking enter you are verifying that you are old enough to consume alcohol.


Shopping Cart

Your cart is currently empty.
Shop now