The Zeel Spa Guest Experience

In a nutshell, always be warm, welcoming, and polite with any guest in a spa environment. Here are some specific tips for exceptional guest experiences.In a nutshell, always be warm, welcoming, and polite with any guest in a spa environment. Here are some specific tips for exceptional guest experiences.

Before the Session

• Check your schedule before and after each treatment, as schedule changes are common at spas. Confirm guest name, treatment, length, and room before each massage.

• Before beginning a session, introduce yourself to the guest with a smile and warm eye contact.

• Refer to the guest as Mr. or Ms. LAST-NAME, unless otherwise directed by them. Ask their name if you are not sure.

• Always escort the guest all the way from the waiting area (and back to it when the treatment is finished).

• Speak softly but audibly and articulately. Never use profanity!

During the Session

• Make sure the guest is comfortable with the face cradle, table, temperature, bolster, and music.

• Let guests know what they will be experiencing. Learn a few key ingredients of the spa's products and their benefits/contraindications.

  • "Today we will be using the Extra Relaxing Spa Lotion, which contains lavender and coconut oil. Do you have any sensitivities or allergies to those?"

• Make note of preferred pressure, areas of concern, any medical conditions and/or injuries. Check in about pressure twice during the treatment with clear questions like “Would you prefer more or less pressure?”

• Keep conversation short and professional. Do not be chatty, even if your guest is.

Closing the Service

• Offer a beverage at the close of the service to help them rehydrate

• If applicable, acknowledge their second service, e.g. "Please allow me to escort you back to the relaxation area to wait for your facial."

• Finish interactions with guests with genuine and appropriate remarks of gratitude, e.g. "Thank you for your time today, is there anything else you need before I go?"