Service Standards

Labor Standards Front Desk: 1 per shift Therapists: As booked with services

Spa Experience Standards:

Arrival

Service Experience

Farewell

Member checks in for spa services

Therapist picks up member and consults

Service performed

Therapist thanks member and recommends take home products

Member checks out

Member/Guest Action Team Responsibilities

• Front desk team member asks how the service was enjoyed and answers any questions • Member indicates the amount of gratuity they would like to leave the therapist and chit is processed correctly • Front desk will offer to rebook follow up appointment • Any product purchased shall be reviewed and discussed • Genuine goodbye and thank you for visiting the spa

• Member is greeted by front desk associate with a smile and is addressed by name if known • Service to be received is confirmed • Therapist is notified member has arrived • If therapist is not ready, member is shown to waiting area • Retail area is to remain fully stocked and organized • If delay is extended for any reason, make friendly conversation and offer a beverage • Answer any questions regarding service and/or retail items

• Therapist greets member with a smile and addresses them by name • Therapist re-confirms service to be performed, including duration • Therapist conducts consultation regarding FABS of service as well as expectations/resolutions • Service is provided for full amount of time • Any upcharges are discussed and approved prior to start of service

• Therapist shall perform service with utmost care, specifically focusing on areas of concern assessed during the consultation • Talking shall be kept to a minimum, always following the client’s lead • Music and lighting appropriate for the service being performed • Treatment room will be • Service time will be provided in full • Therapist will not leave the room while service is in session spotless and show ready when member walks in

• Once service has concluded, therapist waits in the hallway for the member to dress • Therapist escorts member to spa reception and answers any questions they may have • Therapist verbally provides instructions for rebooking a follow-up appointment • Member shall receive recommendations about items to take home to further their spa experience • Therapist thanks member for visiting the spa, and will look forward to their next visit