Guidelines for Exceptional Guest Experiences in a Spa Environment

General Rule:

Always be warm, welcoming, and polite with every guest.

Before the Session

✅ Check your schedule before and after each treatment, as schedule changes are common in spas.
✅ Confirm the guest’s name, treatment type, length, and room before each session.
✅ Introduce yourself with a smile and warm eye contact.
✅ Use formal greetings: Refer to guests as Mr. or Ms. LAST NAME unless they direct otherwise.
✅ Escort the guest from the waiting area to the treatment room and back after the session.
✅ Speak softly, clearly, and professionally—never use profanity.

During the Session

✅ Ensure guest comfort with:

• Face cradle

• Table

• Temperature

• Bolster

• Music

✅ Explain the products being used and check for allergies/sensitivities:

• Example: "Today we’ll be using Extra Relaxing Spa Lotion, which contains lavender and coconut oil. Do you have any sensitivities to those?"

✅ Take note of:

• Preferred pressure

• Areas of concern

• Any medical conditions or injuries

✅ Check in about pressure twice during the session with clear, direct questions:

• “Would you prefer more or less pressure?”

✅ Keep conversation professional and minimal—do not be overly chatty, even if the guest is.

Closing the Service

✅ Offer a beverage at the end of the session to help the guest rehydrate.
✅ If they have another service scheduled, acknowledge it:

• Example: “Please allow me to escort you back to the relaxation area to wait for your facial.”
  ✅ End with gratitude and professionalism:

• Example: “Thank you for your time today. Is there anything else you need before I go?”