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Spa Employee Handbook Manual

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Intelligent Spas' Employee Handbook Manual provides the documented support employees need for both a smooth induction into the team as well as ongoing performance as a productive team member. A variety of policies and forms are provided to allow employees to be self-sufficient and empowered to perform their roles effectively, whilst minimising administration.

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 Employee Handbook 7
2.1 Corporate Profile 7
Mission 7
Background 7
Location and Contact Details 7
Operating Hours 8
Strategic Objective and Philosophy 8
Organisational Chart 8
2.2 Spa Security Policy & Procedure 9
2.3 Employee Arrival Policy & Procedure 10
2.4 Employee Departure Policy & Procedure 11
2.5 Time Sheet Policy, Procedure & Form 12
2.6 Shift Roster Policy, Procedure & Modification Request Form 14
2.7 Leave Policy, Procedure & Form 16
2.8 Personal Communications and Errands Policy & Procedure 18
2.9 Employee Access Policy, Procedure & Gender-Specific Areas Access Request Form 19
2.10 Non-Public Areas Policy & Procedure 21
2.11 Client Access Policy & Procedure 22
2.12 Emergency Evacuation Policy, Procedure & Map of Emergency Evacuation Exits and Waiting Area 23
2.13 First Aid Implementation Policy, Procedure, Map of First Aid Kit Locations & First Aid Incident Report Form 26
2.14 Operating Equipment and Systems Policy & Procedure 30
2.15 Smoking Policy & Procedure 31
2.16 Photography Policy & Procedure 32
2.17 Lost Items Policy, Procedure & Form 33
2.18 Found Items Policy, Procedure & Form 36
2.19 Employee Presentation Policy, Procedure & Uniform Request Form 39
2.20 Telephone Etiquette Policy & Procedure 41
2.21 Employee Communication Policy & Procedure 42
2.22 Employee Meetings Policy & Procedure 44
2.23 Continuous Improvement Policy, Procedure & Form 45
2.24 Performance Appraisals and Training Policy, Procedure & Training Request Form 47
2.25 Employee Benefits Policy, Procedure & Items List 49
2.26 Family & Friends Benefits Policy, Procedure & Items List 51
2.27 Gratuities Policy & Procedure 53
2.28 Employee Resignation Policy & Procedure 54
3 Master Templates 55
3.1 Master Content Page Template 55
Sub-heading 55
3.2 Master Policy & Procedure Table Template 56
3.3 Master General Checklist & Items Template 57
3.4 Master Day & Time Task Checklist Template 58
3.5 Master Sample Letter Template 59
3.6 Master Sample Notice Template 60
3.7 Master Sample Form Template 61
4 Copy/Paste Templates 62
4.1 Copy/Paste Content Page Template 62
Sub-heading 62
4.2 Copy/Paste Policy & Procedure Table Template 63
4.3 Copy/Paste General Checklist & Items Template 64
4.4 Copy/Paste Day & Time Task Checklist Template 65
4.5 Copy/Paste Sample Letter Template 66
4.6 Copy/Paste Sample Notice Template 67
4.7 Copy/Paste Sample Form Template 92


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  3. Professional Consultants

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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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