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Spa Client Interaction and Service Standards Manual

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Intelligent Spas' Client Interaction and Service Standards Manual provides the guidance spa employees need to appropriately interact with their clients and ensure service standards remain consistently high. Scripts and checklists are included to ensure all employees in contact with guests may present a welcoming and caring environment.

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 Client Interaction and Services Standards 7
2.1 Process Maps 7
Reservation Process Map 7
Client Appointment Process Map 8
Spa Tour Process Map 9
Product Returns Process Map 9
Spa Brochure Request Process Map 10
Purchase Gift Certificate in Person Process Map 10
Purchase Gift Certificate via Telephone Process Map 11
Complaints Process Map 11
2.2 Telephone Greeting Policy & Procedure 12
2.3 Client Greeting in Person Policy & Procedure 13
2.4 Reservation via Telephone Policy, Procedure & Checklist 14
2.5 Reservation in Person for Treatment Later Policy & Procedure 17
2.6 Reservation in Person for Treatment Now Policy & Procedure 19
2.7 Request Credit Card to Confirm Booking Policy, Procedure & Booking Form 20
2.8 Confirmation Calls Policy & Procedure 22
2.9 Cancellation Policy & Procedure 23
2.10 No-Show Policy, Procedure & Sample Letter 24
2.11 Client Arrives Late Policy & Procedure 26
2.12 Therapist Arrives Late Policy & Procedure 27
2.13 Therapist Not Available Policy & Procedure 29
2.14 Check In Policy & Procedure 30
2.15 Client Profile Form Policy, Procedure & Form 31
2.16 Privacy Policy, Procedure & Notice 33
2.17 Terms of Entry and Spa Etiquette Policy, Procedure & Notice 35
2.18 Mobile Phones and Other Electronic Devices Policy & Procedure 38
2.19 Receiving Clients – Treatment Room Policy & Procedure 39
2.20 Receiving Clients – Station Policy & Procedure 41
2.21 Releasing Clients – Treatment Room Policy & Procedure 43
2.22 Releasing Clients – Station Policy & Procedure 45
2.23 Check Out Policy & Procedure 46
2.24 Retail Assistance and Sales Policy & Procedure 47
2.25 Terms of Sale Policy, Procedure & Notice 48
2.26 Product Samples Policy & Procedure 50
2.27 Payment Policy & Procedure 51
2.28 Payment via Credit Card Policy & Procedure 52
2.29 Payment via Cash Policy & Procedure 53
2.30 Payment via Cheque Policy & Procedure 54
2.31 Payment via Gift Voucher Policy & Procedure 55
2.32 Payment via Electronic Funds Transfer Policy & Procedure 56
2.33 Client Farewell Policy & Procedure 58
2.34 Product Returns Policy, Procedure & Form 59
2.35 Complaint in Person Policy, Procedure & Form 61
2.36 Complaint via Telephone Policy & Procedure 63
2.37 Complaint via Written Correspondence Policy & Procedure 64
2.38 Spa Tour Booking Policy, Procedure & Form 65
2.39 Spa Tour for Clients Policy & Procedure 67
2.40 Spa Tour for Media Policy & Procedure 68
2.41 Guest Book Policy, Procedure & Form 69
2.42 Spa Brochure Request in Person Policy & Procedure 71
2.43 Request to Post Spa Brochure Policy & Procedure 72
2.44 Purchase Gift Certificate in Person Policy, Procedure, Notice & Form 74
2.45 Purchase Gift Certificate via Telephone Policy & Procedure 77
3 Master Templates 79
3.1 Master Content Page Template 79
Sub-heading 79
3.2 Master Policy & Procedure Table Template 80
3.3 Master General Checklist & Items Template 81
3.4 Master Day & Time Task Checklist Template 82
3.5 Master Sample Letter Template 83
3.6 Master Sample Notice Template 84
3.7 Master Sample Form Template 85
4 Copy/Paste Templates 86
4.1 Copy/Paste Content Page Template 86
Sub-heading 86
4.2 Copy/Paste Policy & Procedure Table Template 87
4.3 Copy/Paste General Checklist & Items Template 88
4.4 Copy/Paste Day & Time Task Checklist Template 89
4.5 Copy/Paste Sample Letter Template 90
4.6 Copy/Paste Sample Notice Template 91
4.7 Copy/Paste Sample Form Template 92


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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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