Salon and Boutique Spa Operating Procedures and Policies Manual

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ABOUT THE MANUAL

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.

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		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

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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.