Spa Products in the News New
Spa Operating Procedures, Policies & Forms Manuals Released by Intelligent
Spas Singapore, 5th December 2005 –
Intelligent Spas
has released a new series of Spa Operating Procedures, Policies & Forms Manuals
to assist 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. The revised
manuals are based on detailed feedback and preferences gained from clients who
purchased and used Intelligent Spas’ original Spa Policies & Procedures
Manual over the last three years, and incorporate extensively expanded content
in a new, editable file format which allows easy customization for unique requirements.
Additional items featured in the new manuals include supporting process maps and
ready-to-use forms, checklists, scripts and samples, effectively achieving an
instant, professionally formatted manual requiring minimal customization - this
combination of resources saves spa businesses thousands of man hours and/or consulting
dollars when compared to creating their own manual. The new
topic-focused manuals are ideal for improving a particular problem area of spa
operations, or for providing a complete and consistent set of standard operating
procedure manuals to effectively train all spa employees and efficiently operate
a professional spa facility. The content is designed to be applicable to different
types and sizes of spa facilities and to allow operators to implement industry
best practices. The first two manuals in the series to be released
are entitled “Client Interaction & Service Standards” and “Housekeeping
& Spa Presentation”:  Client
Interaction & Service Standards Manual
Given growing
competition coupled with increasing consumer demands, it is critical spa employees
are trained in each potential client interaction situation and deliver the standards
of service necessary to bestow satisfying spa experiences. Intelligent Spas’
Client Interaction & Service Standards Manual provides an extensive collection
of policies and procedures which address the complete spa experience from time
of reservation through to departure after their treatment. Some
of the forty-four major items incorporated in the manual include taking reservations
in person versus over the phone, requesting credit card details to secure bookings,
cancellation and no-show policies, terms of entry and spa etiquette, receiving
and releasing clients, retail assistance and sales, terms of sale, payment options,
product returns, complaints, spa tours and gift certificates. The manual may be
used to establish or improve, then maintain operational consistency and service
standards, critical in achieving world class customer satisfaction. Table
of Contents  Housekeeping
& Spa Presentation Manual
Intelligent Spas’ last
consumer survey found females rated ambience within a spa as the most important
factor when choosing a spa (Source: Intelligent Spas, Female Versus Male Spa Consumers:
A Survey of Behaviours, Expectations, Preferences & Predictions). Presentation
and cleanliness are key contributors to a spa’s ambience so it is important
to implement a system of continuous reviews to ensure each client views the spa
at its best. Intelligent Spas’ Housekeeping & Spa
Presentation Manual provides over thirty major policy and procedure items to not
only provide a clean, hygienic and safe environment, but to also assist with the
continuation of spa ambience. Topics covered in the manual include daily spa opening
and closing procedures for each major area within the spa including reception,
treatment rooms, stations, relaxation rooms and supporting facilities, as well
as post treatment preparation and individual locker restocking. Other supporting
functions such as stock monitoring, laundry, diffusing oils and repairs and maintenance
are also featured to ensure a spa’s ambience and efficiency are sustained
throughout the operating day. “We are proud to offer a
practical, leading-edge product which is comprehensive, editable, time-saving
and cost effective” Julie Garrow, Managing Director, Intelligent Spas (www.IntelligentSpas.com)
stated “spa owners, managers and directors are too busy (and important!)
to micro-manage staff and continuously fight fires, so Intelligent Spas has revised
its original policies manual to make it easier than ever to establish a practical
system for repetitive and time consuming activities, enabling management efforts
to be channeled towards maximizing the spa’s success”. Table
of Contents Manual Contents The
manuals feature the following content: Critical
spa policy items describing spa rules, standards and strategies specific to internal
management requirements, behavior expected from employees, terms and conditions
for clients and actions to be taken in certain situations. - Comprehensive
spa procedure items outlining the sequence of tasks required to conduct specific
activities incorporating logistical efficiencies, operational and technical methodologies,
service and quality standards and reporting structures and requirements.
- Ready-to-use
forms, checklists, scripts and samples effectively achieving an instant, professionally
formatted manual requiring minimal customization.
- An introductory “How
to Use This Manual” section explaining tips for file management, adding your
brand identity, customizing the manual contents, re-setting the automated numbering
system and additional formatting options..
- Process maps illustrating the
flow of policy and procedure items, ideal for using as a visual tool in training
sessions.
- Tables already formatted to record version control, responsible
position and department, prerequisite, post requisite and supporting items, and
the main objective of the item.
New Formats Available 1. The manuals
are now available for purchase in an editable Microsoft Word file to allow quick
and easy customization for your unique requirements. 2. Two
English versions are now available for you to select from: a)
British English in A4 size format, or
b) USA English in letter size format.
The
new Spa Operating Procedures, Policies & Forms Manuals are available for immediate
download from www.IntelligentSpas.com
TABLE OF CONTENTS – Housekeeping & Spa Presentation
How to Use this Manual iii
File
Management iii
Adding your Brand Identity iii
Customizing the Manual Contents
iii
Re-setting the Automated Numbering System iv
Format Options iv
Table
of Contents 5 1 Process Maps 9 1.1
Legend for Process Maps 9
1.2 Treatment Rooms 9
1.3 Stations 10
1.4 Reception
10
1.5 Relaxation Room 11
1.6 Locker Room 12
1.7 Supporting Facilities
13
1.8 Stock Requisition & Monitoring 14
1.9 Laundry 15
1.10 General
Spa Ambience 15
2
Spa Cleaning and Presentation 16 2.1 Spa
Cleaning and Presentation Policy 16
2.2 Spa Cleaning and Presentation Procedure
17
3
Spa Opening – Treatment Rooms 18 3.1
Spa Opening – Treatment Rooms Policy 18
3.2 Spa Opening – Treatment
Rooms Procedure 19
3.3 Spa Opening – Treatment Rooms Task Checklist 20
4 Post Treatment Preparation – Treatment Rooms 21 4.1
Post Treatment Preparation – Treatment Rooms Policy 21
4.2 Post Treatment
Preparation – Treatment Rooms Procedure 22
4.3 Post Treatment Preparation
– Treatment Rooms Task Checklist 23
5 Spa Closing – Treatment Rooms 24 5.1
Spa Closing – Treatment Rooms Policy 24
5.2 Spa Closing – Treatment
Rooms Procedure 25
5.3 Spa Closing – Treatment Rooms Task Checklist 26
6 Spa Opening – Stations 27 6.1
Spa Opening – Stations Policy 27
6.2 Spa Opening – Stations Procedure
28
6.3 Spa Opening – Stations Task Checklist 29
7 Post Treatment Preparation – Stations 30 7.1
Post Treatment Preparation – Stations Policy 30
7.2 Post Treatment Preparation
– Stations Procedure 31
7.3 Post Treatment Preparation – Stations
Task Checklist 32
8
Spa Closing – Stations 33 8.1 Spa
Closing – Stations Policy 33
8.2 Spa Closing – Stations Procedure
34
8.3 Spa Closing – Stations Task Checklist 35
9 Spa Opening – Reception 36 9.1
Spa Opening – Reception Policy 36
9.2 Spa Opening – Reception Procedure
37
9.3 Spa Opening – Reception Task Checklist 38
10 Spa Presentation – Reception 39 10.1
Spa Presentation – Reception Policy 39
10.2 Spa Presentation – Reception
Procedure 40
10.3 Spa Presentation – Reception Task Checklist 41
10.4
Locker Usage Status Form 42
11 Spa Closing – Reception 43 11.1
Spa Closing – Reception Policy 43
11.2 Spa Closing – Reception Procedure
44
11.3 Spa Closing – Reception Task Checklist 45
12 Spa Opening – Relaxation Room 46 12.1
Spa Opening – Relaxation Room Policy 46
12.2 Spa Opening – Relaxation
Room Procedure 47
12.3 Spa Opening – Relaxation Room Task Checklist 48
13 Spa Presentation – Relaxation Room 49 13.1
Spa Presentation – Relaxation Room Policy 49
13.2 Spa Presentation –
Relaxation Room Procedure 50
13.3 Spa Presentation – Relaxation Room Task
Checklist 51
14
Spa Closing – Relaxation Room 52 14.1
Spa Closing – Relaxation Room Policy 52
14.2 Spa Closing – Relaxation
Room Procedure 53
14.3 Spa Closing – Relaxation Room Task Checklist 54
15 Spa Opening – Locker Room 55 15.1
Spa Opening – Locker Room Policy 55
15.2 Spa Opening – Locker Room
Procedure 56
15.3 Spa Opening – Locker Room Task Checklist 57
16 Individual Locker Restock 58 16.1
Individual Locker Restock Policy 58
16.2 Individual Locker Restock Procedure
59
16.3 Individual Locker Items Checklist 60
16.4 Individual Locker Restock
Task Checklist 61
17
Spa Presentation – Locker Room 62 17.1
Spa Presentation – Locker Room Policy 62
17.2 Spa Presentation –
Locker Room Procedure 63
17.3 Locker Room Toiletry Items Checklist Format 64
17.4
Spa Presentation – Locker Room Task Checklist 65
18 Spa Closing – Locker Room 66 18.1
Spa Closing – Locker Room Policy 66
18.2 Spa Closing – Locker Room
Procedure 67
18.3 Spa Closing – Locker Room Task Checklist 68
19 Spa Opening – Supporting Facilities 69 19.1
Spa Opening – Supporting Facilities Policy 69
19.2 Spa Opening –
Supporting Facilities Procedure 70
19.3 Spa Opening – Supporting Facilities
Task Checklist 71
20
Spa Presentation – Supporting Facilities 72 20.1
Spa Presentation – Supporting Facilities Policy 72
20.2 Spa Presentation
– Supporting Facilities Procedure 73
20.3 Spa Presentation – Supporting
Facilities Task Checklist 74
21 Spa Closing – Supporting Facilities 75 21.1
Spa Closing – Supporting Facilities Policy 75
21.2 Spa Closing –
Supporting Facilities Procedure 76
21.3 Spa Closing – Supporting Facilities
Task Checklist 77
22.1 Store Stock Policy
78
22.2 Store Stock Procedure 79
23.1
Professional Stock Policy 80
23.2 Professional Stock Procedure 81
24.1
Retail Stock Policy 82
24.2 Retail Stock Procedure 83
25.1
Stock Monitoring Policy 84
25.2 Stock Monitoring Procedure 85
25.3 Master
Stock List 86
25.4 Stock Status Report Format 89
25.5 Stock Requisition
Form 90
26.1 Linen Policy 91
26.2 Linen
Procedure 92
27.1 Laundry Policy 93
27.2
Laundry Procedure 94
27.3 Laundry Form 95
28.1
Food and Beverage Policy 96
28.2 Food and Beverage Procedure 97
28.3 Approved
Food and Beverage Menu Format 98
28.4 Approved Food and Beverage Ingredients
List Format 99
28.5 Food and Beverage Task Checklist 100
29.1
Reading Materials Policy 101
29.2 Reading Materials Procedure 102
29.3 Approved
Reading Materials List Format 103
30.1 Music
Policy 104
30.2 Music Procedure 105
30.3 Approved Music List Format 106
31.1
Diffusing Oils Policy 107
31.2 Diffusing Oils Procedure 108
31.3 Approved
Diffusing Oils List Format 109
32 Repairs and Maintenance 110 32.1
Repairs and Maintenance Policy 110
32.2 Repairs and Maintenance Procedure 111
32.3
Repairs and Maintenance Log Form 112
33.1
Back-of-House Policy 113
33.2 Back-of-House Procedure 114
34 Copy/Paste Template 115 34.1
Template Policy 115
34.2 Template Procedure 116
34.3 Template Items List
117
34.4 Template Task Checklist 118
35.1
Master Template Policy 119
35.2 Master Template Procedure 120
35.3 Master
Template Items List 121
35.4 Master Template Task Checklist 122
TABLE OF CONTENTS – Client Interaction
& Service Standards How to Use this
Manual iii
File Management iii
Adding your Brand Identity iii
Customizing
the Manual Contents iii
Re-setting the Automated Numbering System iv
Format
Options iv Table of Contents 5 1
Process Maps 10 1.1 Legend for Process Maps
10
1.2 Reservation Process Map 10
1.3 Client Appointment Process Map 11
1.4
Spa Tour Process Map 12
1.5 Product Returns Process Map 12
1.6 Spa Brochure
Request Process Map 13
1.7 Purchase Gift Certificate in Person Process Map
13
1.8 Purchase Gift Certificate via Telephone Process Map 14
1.9 Complaints
Process Map 15
2.1 Telephone Greeting 16
2.2
Telephone Greeting Procedure 17
3
Client Greeting in Person 18
3.1 Client
Greeting in Person Policy 18
3.2 Client Greeting in Person Procedure 19
4
Reservation via Telephone 20
4.1 Reservation
via Telephone Policy 20
4.2 Reservation via Telephone Procedure 21
4.3 Reservation
Information Checklist 22
5
Reservation in Person for Treatment Later 23
5.1
Reservation in Person for Treatment Later Policy 23
5.2 Reservation in Person
for Treatment Later Procedure 24
6
Reservation in Person for Treatment Now 25
6.1
Reservation in Person for Treatment Now Policy 25
6.2 Reservation in Person
for Treatment Now Procedure 26
7
Request Credit Card to Confirm Booking 27
7.1
Request Credit Card to Confirm Booking Policy 27
7.2 Request Credit Card to
Confirm Booking Procedure 28
7.3 Request Credit Card to Confirm Booking Form
29
8.1 Confirmation Calls Policy 30
8.2
Confirmation Calls Procedure 31
9.1 Cancellation
Policy 32
9.2 Cancellation Procedure 33
10.1 No-Show Policy
34
10.2 No-Show Procedure 35
10.3 No-Show Credit Card Charging Procedure
Sample Letter 36
11 Client
Arrives Late 37
11.1 Client Arrives
Late Policy 37
11.2 Client Arrives Late Procedure 38
12
Therapist Arrives Late 39
12.1 Therapist
Arrives Late Policy 39
12.2 Therapist Arrives Late Procedure 40
13
Therapist Not Available 41
13.1 Therapist
Not Available Policy 41
13.2 Therapist Not Available Procedure 42
14.1 Check In Policy 43
14.2
Check In Procedure 44
15
Client Profile Form 45
15.1 Client
Profile Form Policy 45
15.2 Client Profile Form Procedure 46
15.3 Client
Profile Form 47
16.1 Privacy Policy 48
16.2
Privacy Procedure 49
16.3 Privacy Policy Notice 50
17
Terms of Entry and Spa Etiquette 51
17.1
Terms of Entry and Spa Etiquette Policy 51
17.2 Terms of Entry and Spa Etiquette
Procedure 52
17.3 Terms of Entry and Spa Etiquette Notice 53
18
Mobile Phones and Pagers 55
18.1 Mobile
Phones and Pagers Policy 55
18.2 Mobile Phones and Pagers Procedure 56
19
Receiving Clients – Treatment Room 57
19.1
Receiving Clients – Treatment Room Policy 57
19.2 Receiving Clients –
Treatment Room Procedure 58
20
Receiving Clients - Station 60
20.1
Receiving Clients - Station Policy 60
20.2 Receiving Clients - Station Procedure
61
21 Releasing Clients
– Treatment Room 62
21.1 Releasing
Clients – Treatment Room Policy 62
21.2 Releasing Clients – Treatment
Room Procedure 63
22 Releasing
Clients - Station 64
22.1 Releasing
Clients - Station Policy 64
22.2 Releasing Clients - Station Procedure 65
23.1 Check Out Policy
66
23.2 Check Out Procedure 67
24
Retail Assistance and Sales 68
24.1
Retail Assistance and Sales Policy 68
24.2 Retail Assistance and Sales Procedure
69
25.1
Terms of Sale Policy 70
25.2 Terms of Sale Procedure 71
25.3 Terms of Sale
Notice 72
26.1 Product Samples Policy 73
26.2
Product Samples Procedure 74
27.1 Payment Policy 75
27.2
Payment Procedure 76
28
Payment via Credit Card 77
28.1 Payment
via Credit Card Policy 77
28.2 Payment via Credit Card Procedure 78
29.1 Payment via
Cash Policy 79
29.2 Payment via Cash Procedure 80
30.1 Payment via
Check Policy 81
30.2 Payment via Check Procedure 82
31
Payment via Gift Voucher 83
31.1 Payment
via Gift Voucher Policy 83
31.2 Payment via Gift Voucher Procedure 84
32
Payment via Electronic Funds Transfer 85
32.1
Payment via Electronic Funds Transfer Policy 85
32.2 Payment via Electronic
Funds Transfer Procedure 86
33.1 Client Farewell
Policy 87
33.2 Client Farewell Procedure 88
34.1 Product Returns
Policy 89
34.2 Product Returns Procedure 90
34.3 Product Returns Form 91
35
Complaint in Person 92
35.1 Complaint
in Person Policy 92
35.2 Complaint in Person Procedure 93
35.3 Complaint
Form 94
36 Complaint via
Telephone 95
36.1 Complaint via Telephone
Policy 95
36.2 Complaint via Telephone Procedure 96
37
Complaint via Written Correspondence 97
37.1
Complaint via Written Correspondence Policy 97
37.2 Complaint via Written Correspondence
Procedure 98
38.1 Spa Tour Booking Policy
99
38.2 Spa Tour Booking Procedure 100
38.3 Spa Tour Booking Form 101
39
Spa Tour for Clients 102
39.1 Spa Tour
for Clients Policy 102
39.2 Spa Tour for Clients Procedure 103
40
Spa Tour for Media 104
40.1 Spa Tour
for Media Policy 104
40.2 Spa Tour for Media Procedure 105
41.1 Guest Book Policy
106
41.2 Guest Book Procedure 107
41.3 Guest Book Form 108
42
Spa Brochure Request in Person 109
42.1
Spa Brochure Request in Person Policy 109
42.2 Spa Brochure Request in Person
Procedure 110
43 Request
to Post Spa Brochure 111
43.1 Request
to Post Spa Brochure Policy 111
43.2 Request to Post Spa Brochure Procedure
112
43.3 Request to Post Spa Brochure Form 113
44
Purchase Gift Certificate in Person 114
44.1
Purchase Gift Certificate in Person Policy 114
44.2 Purchase Gift Certificate
in Person Procedure 115
44.3 Gift Certificate Terms and Conditions Notice 116
44.4
Gift Certificate Form 117
45
Purchase Gift Certificate via Telephone 118
45.1
Purchase Gift Certificate via Telephone Policy 118
45.2 Purchase Gift Certificate
via Telephone Procedure 119
46
Copy/Paste Template 120
46.1 Template
Policy 120
46.2 Template Procedure 121
46.3 Template Sample Checklist 122
46.4
Template Sample Form 123
46.5 Template Sample Letter 124
46.6 Template Sample
Notice 125
47.1 Master Template Policy 126
47.2
Master Template Procedure 127
47.3 Master Template Sample Checklist 128
47.4
Master Template Sample Form 129
47.5 Master Template Sample Letter 130
47.6
Master Template Sample Notice 131
*******
Intelligent Spas Pte Ltd: #36-01 UOB Plaza
1 80 Raffles Place Singapore 048624 Tel:
+65 6248 4736 Fax: +65 6248 4531 www.IntelligentSpas.com | 
$50-
