Service Standard Basics for Spa Teams

$19.99 for non-members $16.99 member price

CUSTOMER SERVICE

Course Overview

 

Whether you’re a spa concierge, attendant, therapist, technician, or manager, as spa professionals, it’s our mission to work each day to meet and exceed the standards for excellence in customer service that have been set by industry benchmarking organizations including Forbes Travel Guide. 

When we frame each customer interaction in accordance with these standards, we ensure the best possible spa experiences for our guests, who have come to expect this high level of attentive professionalism at every spa that they visit.  In addition, we ensure a flawlessly successful rating in the event that our facility is subject to a “secret shopper” who will evaluate our performance, and subsequently publish it for our potential customers, owners, managers, and colleagues to see.

This course will guide you thru the basics to ensure that all of your customer service interactions with spa guests are five star professional, meeting the expectations of both your guests, and your management.

Who Should Take This Course?

Spa receptionists, attendants, therapists, and management personnel who need to learn or review basic guest interaction service standards.  

Subject Experience Level:

For those new to working in the spa industry, or who have recently entered / are hoping to enter into a position at the luxury hotel spa level.

What You'll Learn:

Lesson 1: Reservation Call Service Standards
  • The greeting
  • Recommending services
  • Scheduling services
  • Appointment recap and payment information
  • Final instructions
  • Putting guests on hold
Lesson 2: Guest Arrival Service Standards  
  • Guest arrival and check in
  • Guest tour
Lesson 3: Service Provider Interaction Standards 
  • Meeting and escorting your guest
  • Pre-treatment instructions and treatment commencement
  • Treatment conclusion
Lesson 4: Guest Departure Service Standards      
  • Guest checkout process         
     

1 Comment

Lisa Starr's picture
Lisa Starr, 1 year 10 months ago
Building your spa business results from happy clients who return, what we all strive for. These informative, brief videos, set in real-world spa settings, will enable existing staff to refresh their skillset, as well as orienting new hires to your expected service levels. This course is uniquely designed to demonstrate the expected guest experience as they interact with both technicians and support staff. A succinct, self-guided presentation that would enhance new hire training for all members of a spa team.
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