LABRISE SPA|BEAUTY|WELLBEING by Meeting Point International

MANUAL CI APRIL 2018

WELCOME We are la brise - Spa We are pleased to welcome You to the world of la brise Spa. By handing out this corporate design manual, we want to give you a comprehensive understanding of la brise brand identity and of the desired look & feel in its corporate communication. The aim is to ensure a high quality graphic design standard of all generally and individually produced marketing items as well as a strong and positive perception of la brise by every customer visiting one of the Mp hotels, no matter if they are placed on the Canary Islands or in Turkey. Since we have a good understanding for the individual situations of all the different hotels in our brand, we want to respect your local architecture and interior designs. Therefore, we tried to offer a maximum adaptability of the corporate design. Please make sure that your produced marketing items and branding equals the described styles and design basics. To avoid any corporate design violations, we kindly ask you to have all marketing items and branding approved by us before production. We hope for a sucessful coorperation and wish you a great season. la brise

CONTENT WELCOME We are La Brise Content A 1 LOGO A 1.1 Main Brand Logo A 1.2 Logo Isolation Zone A 1.3 Logo no go’s A 2 CORPORATE COLORS A 2.1 Corporate Colors Main Logo A 2.2 Corporate colors main logo & Secondary A 3 TYPOGRAPHY A 3.1 Global brand logo font A 3.2 Fonts

02 03 04 05 06 07 09 10 11 12 13 14

B B B B

1 1.1 1.2 1.3

STATIONARY Business cards Letterhead DL envelopes

15 16 17 18

B B B B B

2 2.1 2.2 2.3 2.4

COLLATERAL Gift Voucher Special Offers Price list Brochure

19 20 21 22 23

B 3 PROMOTIONAL MATERIAL & DISPLAY B 3.1 Roll-Ups B 3.2 Posters

25 26 28

C C C C C D D

SIGNAGE White Background walls Coloured walls Patterm walls Treatment room signage

29 30 31 32 33

1. INTERIOR LOOK & FEEL 1.1 Interior moods

35 36

E 1 MERCHANDISE E 1.1 Products

47 48

F F F F F

1 1.1 1.2 1.3 1.4

WEB Web Web header Web Banner Web Footer

50 51 52 53 54

G 1 G 1.1

UNIFORMS Clothes

55 56

H 1 H 1.1

TREATMENT PRICES Price List

57 58

I 1 I 1.1

SOPs 60 Standard Operation Procedure 61

A 1 LOGO

A 1.1 Main Brand Logo 1. The main brand logo is the heart of the la brise corporate design and communication. Its characteristic shape represents the facets of an excellent service in hotel accomodation. Just as a perfect holiday results in an interaction of all elements like weather, location, mood and atmosphere, in hotel accomodation the quality of a guest stay reflects in the general service, the comfort, the catering and many further amenities. La brise has the aim to offer to the guests the best possible standard of all these facets.

2. Responsive logo for less space, web or merchandise

A 1.2 Logo Isolation Zone

1. Under any circumstances do NOT place any text, pictures or graphic elements in the logo isolation zone defined on the right. In the same way, the placement of the logo in the media format has to ensure this minimum distance of the main brand logo to the edges of the format. 2. The minimum print size of the logo is 25 mm and the minimum size of the additional logo text is 5 pt.

Logo isolation zone

= 1/3 H

= H (Overall height of the brand logo in your marketing product)

= 1/3 H

A 1.3 LOGO NO GOâ&#x20AC;&#x2DC;S To ensure the proper usage of the la brise brand logo, we hereby show to you the usage No Goâ&#x20AC;&#x2122;s as well as the following basic usage principles:

Do not place the logo on any colour or dark background!

1. A ll variations of the logo have to be clearly legible. 2. N ever scale any of the provided logos out of proportion. 3. U nder no circumstances change the shape or colourways of any of the provided logos or graphic elements. 4. A lways respect the defined logo isolation zone. 5. When placed on pictures and backgrounds, it is mandatory to place it on a white space the size of at least the isolation zone. 6. I t is clearly explaned on page 9 how you can use our variations of black, white and outline logos on black or white background.

Never scale any of the provided logos out of proportion.

Do not place the logo on a picture!

A 1.3 LOGO NO GOâ&#x20AC;&#x2DC;S To ensure the proper usage of the la brise brand logo, we hereby show to you further usage No Goâ&#x20AC;&#x2122;s.

Letterhead

Name Adress City Country

Headline Subheadline

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Sincerly, Name

Do not use the logo in too big proportions to the format used!

Do not use the logo in too small proportions to the format used!

Name Adress City

HEADLINE Do not place the logo touching or overlapping format edges!

Do not place any text, pictures or other graphic elements inside the logo isolation zone!

A 2 CORPORATE COLORS

A 2.1 Corporate Colors Main Logo The main Corporate Colour Guide gives you all necessary colour codes for the main logo and CI colours. • CMYK > Print production • RGB / HEX > Screen design • PANTONE / HKS > Specific colour print products • R AL > Interior design / room paint colour codes

CMYK RGB HEX PANTONE HKS (other standard) RAL (colors for paint, coatings and plastics)

Turquoise

Grey Symbol

Light pink

Light ocher

Light yellow

50 / 0 / 15 / 0 125 / 200 / 215 #7ecad4 630 C 50 K 6034

0 / 0 / 0 / 35 190 / 190 / 190 # bbbcbe Cool Grey 4C 91 K 9018

0 / 35 / 0 / 0 250 / 200 / 220 # f6cbde 217 C 21 K 3015

0 / 20 / 30 / 0 250 / 215 / 185 # e5eFb3 475 C 11 K 1015

0 / 0 / 55 / 0 255 / 245 / 145 # f1eca6 393 C 1K 1016

A 2.2 SECONDARY LOGOS USAGE

The white logo version is for colorful backgrounds and images and the black version is only for office use.

Black stamp

White version

A 3. TYPOGRAPHY

A 3.1 BRAND MAIN LOGO FONT

Vonique modified is the main logo shape and Walkway Bold is the additional font text in the visual communication of la brise logo.

Vonique modified Vonique

Walkway Subline

A 3.2 FONTS

Walkway Semi Bold font is supposed to be used as additional designing font for Menu’s, Brochures and all slogans as for a designing variations. It is a thin font style which should be used as a headline on posters or when the text is on white background.

WALKWAY SEMI BOLD ABCDEFGHIJKLMNOPQRSTUVWXYZ abcdefghijklmnopqrstuvwxyz 0123456789!“§$%&/()=?@€

Walkway Bold font is supposed to be used as continuous text or in capital letters as headlines.

WALKWAY BOLD ABCDEFGHIJKLMNOPQRSTUVWXYZ abcdefghijklmnopqrstuvwxyz 0123456789!“§$%&/()=?@€

Walkway Black font is supposed to be used as additional designing font.

WALKWAY BLACK ABCDEFGHIJKLMNOPQRSTUVWXYZ abcdefghijklmnopqrstuvwxyz 0123456789!“§$%&/()=?@€

Calibri light is our system font that should be used by the destinations only for document system fonts as typing on letterheads, emails, pdf forms to be filled in and every product design that has to be modifyed by office people or websides that uses only system fonts.

Calibri light ABCDEFGHIJKLMNOPQRSTUVWXYZ abcdefghijklmnopqrstuvwxyz 0123456789!“§$%&/()=?@€

B 2 STATIONARY

B 1.1 BUSINESS CARDS Dimensions: 85mm x 55mm = 1/2 H

Print Specs: CMYK offset print Paper Stocks: 350 gsm matt uncoated

= 1/2 H

design element same space USED FONT: Walkway black, 65% black 10pt Walkway Bold, 65% black 10pt

M T F W

M ax M u s t e r man n Hotelmanager

mustermann@labrise.com +49 176 000000 +49 176 000000 LABRANDA.com

La Brise Hotelmanagement Streetname and Number, Number City

same space 85 mm

same space

Walkway Bold, 65% black 6,5pt

same space

Walkway bold & black 65% black 10pt

Ma x Mu ste r m a n n Hotelmanager

55 mm

M T F W

mustermann@labrise.com +49 176 000000 +49 176 000000 LABRANDA.com

La Brise Hotelmanagement Streetname and Number, Number City

B 1.2 LETTERHEAD

Dimensions: A4, 210mm x 297mm Print Specs: CMYK offset print

= 54,5mm

= 66mm

Paper Stocks: 120 gsm bright white uncoated

Dear Sir or Madame,

Font: Calibri Light, Font size 8

= 33mm

Sir Mustermann Lorum ipsum lorum Lorum ipsum lorum 33 88888 Musterstadt

= 1/4 H

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry‘s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum. Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry‘s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum. Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry‘s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum. Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry‘s standard dummy text ever since the 1500s, when an ed in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum. Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry‘s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum. Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry‘s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum. Lorem Ipsum is simply dummy text of the printing a Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem d scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.

address window Dear Sir or Madame, Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry‘s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum. Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry‘s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum. Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry‘s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum. Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry‘s standard dummy text ever since the 1500s, when an ed in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum. Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem d scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.

= 33mm

Best regards, Max Mustermann

= 33mm

Best regards, Max Mustermann

Calle León y Castillo 328-330 | 35007 Las Palmas Gran Canaria | Spain | Tel: +34 928 971 071

Footer: Calibri light, white, justification, 8 font size 17

Calle León y Castillo 328-330 | 35007 Las Palmas Gran Canaria | Spain | Tel: +34 928 971 071

Footer: Calibri light, white, justification, 8 font size

B 1.3 DL ENVELOPES = 20mm

Dimensions: DIN LANG: 220mm x 110mm Print Specs: CMYK offset print Paper Stocks: 100 gsm bright white uncoated Font: Font size 10 Calibri Light

Sir Mustermann Lorum ipsum lorum Lorum ipsum lorum 33 88888 Musterstadt

with address window

= same space 23,5mm

= 15mm

= 16,5mm

white area for printing the address

= 16,5mm

= same space 23,5mm

B 2 COLLATERAL

B 2.1 GIFT VOUCHER Dimensions: DIN LANG Print Specs: CMYK offset print Paper Stocks: 300 gsm card board

GIFT VOUCHER A gift of rejuvenating treatments and an indulgent escape.

VOUCHER NUMBER: NAME: This voucher entitles the bearer to:

VALID UNTIL:

VOUCHER DATE:

To make your reservation, kindly call la brise Spa on: Authorised by: Terms and conditions: This gift voucher is issued by la brise SPA and is nontransferable, not replaceable and valid for the afore period mentioned. Prior reservation required. Subject to availability, excluding calender year events and public holidays, and is not valid in conjunction with any offer or promotion.

B 2.2 SPECIAL OFFERS

Dimensions: A7 Special offer flyer, 74 x 105 mm Print Specs: CMYK offset print Paper Stocks: 250 gsm white paper

B 2.3 PRICE LIST

Dimensions: H= 260 mm W= 388 mm Print Specs: CMYK offset print Paper Stocks: 120 gsm white paper

MASSAG E Our professionals will help you achieve beautiful hands and feet, with healthy nails and smooth, soft SIGNATURE DEEP TISSUE MASAGE 35 MIN./60 MIN. It is specifically alleviate areas of tension, knots and stress using deep tissue techniques. (Back Massage Only) SIGNATURE SWEDISH MASSAGE 30 MIN./60 MIN. A massage for ultimate relaxation using renowned Swedish techniques, likely to send you straight to sleep! (Back Massage Only) REFLEXOLOGY 25 MIN. / 45 MIN. 20/40 Reflexology is based on the belief that each part of the body is interconnected through the nervous system to the hands and feet. Stimulating specific reflex points in the feet can bring needed nutrients to poorly functioning areas of the body. HOT STONE MASSAGE (FULL BODY) 60 MIN. / 90 MIN. This is a deep massage utilising the therapeutic benefit of smooth, water-warmed Basalt stones. AROMATHERAPY DE-STRESS MUSCLE RELEASE I 60 MIN. / 90 MIN. Featuring intention-specific blends designed to calm, stimulate or replenish the body, mind and spirit, this experience combines gentle massage techniques with beautiful essential oils sourced from all over the world.

We suggest that you book your treatment or circuit at least one day in advance. After making a booking in the centre, a 50% of the treatment will be charged.

25/50 EURO

CANCELLATION POLICY Treatments must be cancelled at least 12 hours in advance. After this period, in case of cancellation or failure to attend the treatment without notifying the centre, the full rate will be charged, corresponding to the price of the treatment.

25/50 EURO

50/70 EURO

SUNSET MASSAGE I 60 MIN./90 MIN. As the sun slips into the Pacific at day’s end, this inspiring, deeply relaxing, multi-sensory experience heightens your sense of place and pace.

60/90 EURO

COUPLE MASSAGE I 60 MIN./90 MIN. Discover your intention together with your massage therapy treatments of choice. Relax with Aromatherapy Massage or Stone massage.

95/135 EURO

Opening from 10:00 to 19:00 h. Admission is only available to people aged over 16. Is obligatory to use slip shoes and swimsuit. Spa & Centro Wellness Hotel Labranda Marieta Avd. Italia 11. 35100. Playa del Inglés. Gran Canaria. Tlf.: +34 928 776 689 spa.marieta@labranda-hotels.com

B 2.4 BROCHURE

Dimensions: closed format 200mm x 200mm open format 400mm x 200mm Print Specs: CMYK offset print Paper Stocks: 200 gsm white paper

B 2.4 BROCHURE-PAGES

= 200mm

FACIAL TREATMENTS

Colors: Please follow the main Brochure designe as main inDesign package provided to edit content only. Please do not try to re-design! Paper: Cover 300gsm inner pages 200 gsm Paper Eco - matt uncoated!

BEAUTY ENHANCER I 30 MIN. Scrub, mask and massage sublimate your skin to bring an immediate radiant touch. It glows with freshness and beauty.

ABSOLUTE LIFT I 60 MIN. An all-new and intensive anti-ageing solution to combat wrinkles and very dry skin. Using customized restructuring massage, the features are given a relaxed look, the wrinkles and the skin are plumped. Results: the face recovers its original youth with a powerful hydration action.

ANTI JET LAG ILLUMINATOR I 45 MIN. This healthy glow face ritual invites you toe live a timeless break. After a delicate cleansing and exfoliation, enjoy the warm and enveloping massage movements. Signs of fatigue disappear and your skin regains new radiance.

la brise I 13

la brise I 12

WHY LA BRISE SPA SPA I BEAUTY I WELLBEING Balancing life by MP Hotels

LA BRISE D’ÉTÉ FAIT DES VAGUELETTES À LA SURFACE DU LAC. THE SUMMER BREEZE MAKES RIPPLES ON THE SURFACE OF THE LAKE.

Breathe in relaxation and Breathe out stress. la brise is inspired from the breeze of life, the sensual and velvety air that brims with the essence of life and revives us all. It’s an invitation to indulge in a holistic ritual for the senses and to bring balance and wellness to the body, mind and soul. la brise spa takes you on a haven that brings balance and wellbeing to your mind and body by taking you on an invigorating journey of the senses. la brise spa has four pillars; Turkish hammam, thermal spa that includes sauna and a wet area encompassing bucket and sensational showers, face and body treatments, beauty center and nail spa. We welcome you into the world of la brise to relax, unwind and emerge lighter just as you breathe in la brise.

la brise I 3

la brise I 2

BODY TREATMENTS

MARINE ENERGY I 60 MIN. This care starts with a deep exfoliating phase, followed with a bath with concentrated sea energy; nourishing and beneficial, it exhilarates and replenishes minerals throughout the body to neutralize signs of stress and fatigue.

MARINE MAGNESIUM & CALCIUM I 60 MIN. These 2 cures, concentrated in magnesium & calcium offer targeted answers to specific needs: Marine Magnesium Anti Stress Wellbeeing Sportsmen

la brise I 14

la brise I 15

= 200mm

B 3. PROMO MATERIAL & DISPLAY

B 3.1 ROLL UPS Please follow the main Brochure designe as main inDesign package provided to edit content only. Logotype always in the upper area! Size: 2280mm high 1200mm bright

LA BRISE D’ÉTÉ FAIT DES VAGUELETTES À LA SURFACE DU LAC. THE SUMMER BREEZE MAKES RIPPLES ON THE SURFACE OF THE LAKE.

La brise d’été fait des vaguelettes à la surface du lac. The summer breeze makes ripples on the surface of the lake.

Available in all Meeting Point Hotels

B 3.1 ROLL UPS

B 3.2 POSTERS

Dimensions: A3, 297mm x 420mm Print Specs: CMYK offset print Paper Stocks: 120 gsm white paper

C 1. SIGNAGE

C 1.1 WHITE BACKGROUND WALLS Composite sign stand-alone letters in methacrylate relief. Illuminated with LED lights. (If thereâ&#x20AC;&#x2122;s electrical power.)

LED lights behind the font

C 1.2 COLOURED WALLS Only use the white logotype

C 1.3 PATTERN WALLS You can use the pattern as a design element for walls or ceilings.

Pattern

C 1.4 TREATMENT ROOM SIGNAGES la brise treatment room names:

Treatment room sign examples

ocean sea cove ripple mist tide wave aqua breeze bay

breeze

wave

ocean

sea

sauna

mist

steam

mist

cove

changing room

ripple

aqua

bay

tide

C 1.4 SIGNAGES Directional Signages

E INTERIOR LOOK & FEEL

E 1.1 INTERIOR MOODS

RECEPTION

Specifications: The reception is the main contact point and interaction area between your guests and the spa.

Reception furniture

D 1.1 INTERIOR MOODS

THE INTERIOR PROPOSAL – RELAXING ROOM

Relaxation area

Fresh water with fresh lemon slices or detox juices

E 1.1 INTERIOR MOODS Bathroom

Changing room

Corridor

E 1.1 INTERIOR MOODS Beauty salon

E 1.1 INTERIOR MOODS

THE INTERIOR PROPOSAL - HAMMAM White elegant surrounding â&#x20AC;&#x201C; HAMMAM

Turkish bath

Only teal or white towels are allowed to be used

Showers

E 1.1 INTERIOR MOODS Treatment rooms with white massage beds and bath tub

THE INTERIOR PROPOSAL MASSAGE

E 1.1 INTERIOR MOODS Sauna

E 1.1 INTERIOR MOODS GYM

E 1.1 INTERIOR MOODS

E 1.1 INTERIOR MOODS Only White trash cans are allowed. Aluminum ones are not allowed!

E MERCHANDISE

E 1.1 PRODUCTS Print Specs: Please look at the RAL page 09 colors for print on plastic material

E 1.1 PRODUCTS This is look and feel if in case any additional cosmetic products will be branded. If in case there is such case please contant us.

F 5. WEB

F 1.1 WEB

F 1.2 WEB HEADER

F 1.3 WEB BANNER

F 1.4 WEB FOOTER

F. UNIFORMS

F 1.1 CLOTHES

White branded cros White uniform

H. TREATMENT PRICES

H 1.1 TREATMENT PRICES

Treatment Prices SUGGESTED PRICES

MENU TREATMENTS Manicure / Pedicure / Gelish Classic Manicure French Manicure Spa Manicure Classic Pedicure French Pedicure Spa Pedicure CombinaJon Spa Manicure & Spa Pedicure Express Manicure Express Pedicure Classic Gelish Manicure Classic Gelish Pedicure CombinaJon Gelish Manicure & Gelish Pedicure TURKISH BATH TradiJonal Turkish Foam Massage & Hair Shampooing Dead Sea Salt ExfoliaJng Foam Massage & Hair Shampooing FACIAL Beauty Enhancer Absolute liW AnJ Jet Lag Illuminator BODY Marine Energy MARINE MAGNESIUM & CALCIUM Bath & Body Wrap BATH (20 min) BODY WRAP (30 min) BODY WRAP (30 min) BODY SCRUB (30 min) BODY SCRUB (30 min)

Minimum Price € 25.00 € 25.00 € 40.00 € 30.00 € 30.00 € 40.00 € 70.00 € 15.00 € 15.00 € 35.00 € 40.00 € 75.00 € 25.00 € 35.00 € 30.00 € 50.00 € 30.00 € 40.00 € € € € € €

35.00 20.00 25.00 25.00 20.00 20.00

Maximum Price € 30.00 € 30.00 € 45.00 € 35.00 € 35.00 € 45.00 € 80.00 € 20.00 € 20.00 € 40.00 € 45.00 € 85.00 € 30.00 € 40.00 € 35.00 € 60.00 € 35.00 € 40.00 € 45.00 € 25.00 € 30.00 € 30.00 € 25.00 € 25.00

H 1.1 TREATMENT PRICES

Treatment Prices

SUGGESTED PRICES MENU TREATMENTS Minimum Price MASSAGE SIGNATURE DEEP TISSUE MASSAGE (30 min) € 25.00 SIGNATURE DEEP TISSUE MASSAGE (60 min) € 50.00 SIGNATURE SWEDISH MASSAGE (30 min) € 25.00 SIGNATURE SWEDISH MASSAGE (60 min) € 50.00 REFLEXOLOGY (25 min) € 20.00 REFLEXOLOGY (45 min) € 40.00 HOT STONE MASSAGE (FULL BODY) (60 min) € 50.00 HOT STONE MASSAGE (FULL BODY) (90 min) € 70.00 Aromatherapy De- stress Muscle Release massage (60 min) € 50.00 Aromatherapy De- stress Muscle Release massage (90 min) € 70.00 SUNSET MASSAGE (60 min) € 50.00 SUNSET MASSAGE (90 min) € 70.00 Couple Massage (60 min) € 90.00 Couple Massage (90 min) € 130.00 WAXING / THREADING Brow (15 min) € 10.00 Upper Lip (10 min) € 5.00 Underarm (15 min) € 15.00 Bikini (15 min) € 15.00 Brazillian (landing strip) (30 min) € 20.00 Arms (20 min) € 20.00 Full Leg (30 min) € 25.00 Half Leg (20 min) € 20.00 HAIR Short (25 min) € 15.00 Medium (35min) € 20.00 Hot Tools/ Iron/ Baby Liss (extra charge) € 10.00

Maximum Price € 30.00 € 60.00 € 30.00 € 60.00 € 25.00 € 45.00 € 60.00 € 80.00 € 60.00 € 80.00 € 60.00 € 80.00 € 100.00 € 140.00 € 15.00 € 10.00 € 20.00 € 20.00 € 25.00 € 25.00 € 30.00 € 25.00 € 20.00 € 25.00 € 10.00

I. SOPs La Brise Spa Standard Operation Procedure

Task

Procedure

Service Timings

 Open on 7 days a week  Recommended business hours 10am - 8 pm. Opening hours of the staff will be 15 minutes before

the working hours so that suitable cleaning operation may be undertaken.  Staff wearing a complete uniform and well presented.  Staff to be ready in their uniform while attending the Spa.  Staff is to complete the task on hand, including the service being done for any particular customer, to the satisfaction of the customer, before leaving the work place.

Appointment booking

 Appointment will be given for a period of up to 30 days in advance.  Appointment can be booked by : Phone, In person  The Receptionist should make the bookings, and provide information of the services rendered at

the spa.  The greeting given to the receptionist should be: „Thank you for calling La Brise SPA, Good __________“ (wait for customer response) then says how I may help you. The greeting is to be at a leisurely peace and must not be rushed  through  Information on treatments rates, timing available conveniently by receptionist.  Note the name and number of the caller.  Check if the customer has being to the spa before.  Note the services he/she would like to have.  Check time preference.  Was the guest greeted in a warm and friendly maintain an utmost degree of courtesy and politeness while dealing with guest. Customer Entry

 the Employee offer a service brochure , if applicable  When the customer enters the spa every staff should direct their attention. Which includes the

any other staff sitting in the reception. And enter their name at the guest attendance register when he/she  Appropriate music.  Relaxation music should be on during the operation timings.

Task Greeting by Receptionist

Procedure  Receptionist on duty to receive and greet every guest first. If the hostess is busy on phone she

must excuse herself for a second acknowledge the presence of the new customer and tell that she will attend as soon as the call is over. If there is another staff member in the reception area when the new customer walks in and the receptionist is not at the seat, it is the duty of the staff member to wish the customer.  Ambience of reception is reflective of the facility. Banners and tent cards to be placed.  Employee speaks clear and understandable English. All staff should speak in English in Guest areas.  Clear Explanation about the services rendered at the spa.  Greetings must be accompanied with smile. Greeting must be offered at physical proximity to the customer by walking up to the customer and standing at a comfortable distance.

Hospitality and business building

 In this business where a customer is in close proximity of the staff for a long stretch of time being

While waiting

 Offer him/her a seat  Offer him/her magazines to read. Try and attract the customer‘s attention to any new or latest

hospitable and friendly will go a long way in building lasting relationship that will benefit the business in the long run

promotions or offer that is prevailing.

 Make polite conversation with the customer.

During Service

 The staff to try to talk to the customer only if he/she seems willing to do so.  Conversion should be related to service. Avoid discussing non service related topics. Personal

conversation gossip should not be pursued by the staff.  Any reports made by the customer against any staff of gossiping/maligning other staff will be viewed very seriously.

Task

Procedure

Feedback

 To be able to offer superior services, which needs constant improvement a feedback needs to

be taken. Feedback to be taken in the prescribed feedback book from every customer.

 Feedback to be provided to each customer with the bill. It is then wish of the customer to give

the feedback. They should be encouraged to do so.  Explaining the guest to fill the feedback when presenting the bills. Billing and Cash Handling

 The spa center is expected to handle both cash and credit card payment options. It is advisable

not to provide credit to the customers.  All accessories required to receive a credit card payment to be kept handy and updated at all times.

Post billing procedures

 The receptionist should ideally be the person to raise the bill on receiving the job take from the

Complaint Handling

 Customer complaint to be personally handled by the Spa Manager. And the same to be discussed

Types of complaints

 Service complaint.  Customer complains about quality of service or materials or operator.  Extent of complaint could be ranging from mild to serious. Serious complaint could be one where

beauty salon and the spa for the service and should mention the amount verbally to the customer while handing over the bill.  All payment received by thanking the customer and change given by remaining him/her to check the same.  Staff thanks the guest for the visit and remarks will be pleasure to see you again.  To check with the customer if he/she would like to give next appointment now at the time to de parture from the spa center.  Send off the customer with a cheerful „Hope to see you again soon“.

with Hotel General Manager.

customer is visibly upset to a very great extent and or any tangible sign is visible on his/her such as cut, inflammation, etc.

Task

Procedure

Types of complaints

 Cleanliness complaint.  If any customer complains about the cleanliness/hygiene of our spa spa/staff/equipment it is a

matter of great concern to us. It falls in the category of serious complaint irrespective of the customer views it seriously or not other complaint.

How to handle complaints

 Our philosophy of complaint is that „The customer is Always Right“ even he/she is wrong. The staff

Follow up on complaints

 Manager to decide how to „solve“ complaints.  He must take appropriate actions.  Debrief staff and draw attention to the complaint so that they are aware of the complaint.  If any particular staff is involved to talk separately and give the feedback.

to be aware of this philosophy at all times and must never take stances that are different from this.  In general the Spa manager speaks to the customer to a private place and makes arrangements to record down the complaints verbally provided. This show the customers that we are serious about what he/she has to say and also it becomes an indisputable record of the incident.  Manager to allow the customer to finish explaining his/her complaint before commenting.  Full understanding the complaint to be achieve, ask questions, copiously to get more information from the customer.  Than try to explain the spa‘s point of view politely.  To gently try to pacify the customer and apologize for the shortcomings.  Must never argue or refute the claims of the customer, instead should be understanding and sym pathetic.  In situations that warrant it, Spa manager should at his discretion offer a mini facial service to pacify the customer. Such situation could be one where unless compensated the customer is likely to discontinue his/her patronage of the Spa.  Interface must end with the customer feeling satisfied that his/her complaint has been heart and satisfactory action has being taken at our end.  In the event that the customer is not satisfied at the end of interaction, then somebody senior to the organization will personally contact and will help out to sort out the complaint/suggestions within 24 hour.

Task

Procedure

Follow up on complaints

 If any materials are involved to check the veracity of the complaint and if found correct to take

steps to improve the quality of the inputs.

 If system is involved, to check what steps can be taken to improve the operations and to institute

the necessary changes.

Inventory

 Inventory control has to be exercised for the following items :  Soft consumables ( oils, masks, exfoliating etc.)  Hard consumables (soaps, etc.)  Equipment and spare parts for the equipment.  Counter sales goods.  Linen  It is advisable that an inventory check be undertaken once a week (preferably on the last day of the week.

Services offered at the Spa Service Menu

 Scope of services to be provided in the spa. And no services that are not in the menu are to be

administered.  Any changes in the menu must be undertaken only after consultation with the management in order to

maintain strict quality and equity of the brand.  The service menu will be displayed at the nominated locations.  When a new customer walks in and is unsure of what he/she wants or what he/she can avail of at the Spa to share the service menu by the receptionist / therapist.  Services offered at the Spa  Ladies beauty salon  Indoor pool  Turkish Bath  Fitness Centre  Massage Rooms  Steam bath - Ladies & Gents  Sauna Bath - Ladies & Gents  Jacuzzi - Ladies & Gents

Task

Procedure

Changing Room

 The separate room provided for changing.  The guest privacy should be considered.  the decor of high standards and fresh  clean hotel bathrobes.  Disposable Slippers to be offered.  the laundry basket must not be full.  Daily twice the laundry service is available as per the laundry timings.  Amenities (body lotions, etc.) available in the changing rooms  Employees wearing clean uniforms with name tags.  Staff to be ready in their uniform while offering the services.

Packages offered

 The Manager must explain all the packages in complete detail to the guest.  Benefit of treatment  How often treatment must be done.

Completion of the treatment

 Please ensure that the treatments are done as per the principles and no compromise to be done on this.

Procedures to be followed by the therapists

 Therapist should work in a professional way and to the utmost satisfaction of the client / guest.  Hence please do enter the treatment room in a pleasant frame of mind and leave all negative thoughts

Actual treatment program is for 60/ 90/120 minutes.  Temperature is nor is extremes but comfortable A temperature controller placed in the therapy room as per the Standards.

outside in the interest of the clients that you are treating.  Do not engage in unnecessary talk/gossip with the clients or amongst yourselves in the client‘s presence or during treatment - this is a very serious offence, which will be dealt with very strictly if brought to the attention of the management.  Therapist should co-ordinate with the other staff at the spa in concurrence with the manager.  Therapists should help the manager in maintaining the required registers and records etc.

Task

Procedure

Procedures to be followed by the therapists

 Therapist should never speak ill of the centre to the outsiders, any problems faced should be brought

Administrative procedures

to the notice of the manager.

 Therapist should get prior sanction in a standard leave application format at least 15 days before

proceeding on leave and should not proceed for leave till a replacement comes.

 Manager is the authority of the Spa for the treatment procedures.  All stock verification and maintenance etc are to be done by the manager only the therapist will assist

the manager.  Manager to ensure that the therapist a conduct is good and goes not create any nuisance to the guest or to the second party.  The charges for the services offered by the Spa should be collected by the receptionist, the Manager. The therapist should not take the responsibility of collecting it on their own.

Facial – 45 to 60 min

 Use Head band  Cleansing  Pack for dead cells  Scrub the face with light massage  Steam / tone  Massage with nourishing cream  Moisture or sunscreen

Manicure - 30 min

 Sanitize Nails and Hands  Cut and file  Soak hands in warm soapy water  Cleanse hands with soft brush  Apply cuticle creams  Push and cut cuticles if required  Massage with a moisturizing cream

Task

Procedure

Pedicure - 45 min

 Sanitize Nails and foot  Cut and file nails  Soak in warm soapy water  Cleanse with brush  Apply cuticle creams  Push cuticles with cuticle pusher  Next use foot file (Scrubber) for dead skin  Use Foot Exfoliating  Massage with a moisturizing cream

Hair-Blow Dry 1 hour

 Shampoo  Blow-dry

Hair Treatment 45 to 60 min

 Place the towel around the guest  Comb hair to remove knots if any  Use the high frequency machine  Apply warm oil and over the scalp in sections of the hair  Massage the head for 20 min. using relaxing techniques at pressure points  Next put the client under the scalp steamer  Shampoo the hair  Apply conditioner  Towel dry and then use the hair dryer

Turkish Bath Treatment 20 to 30 min

Task

Procedure

Massage Treatment30/60/90/120 min

 Cover the surface of the bed with soft towels to keep them clean and free of oil.  Make sure the room is nice, warm and clean.  Light some candles  Turn the lights down low .  Play soothing music, not loud it supposed to be relaxing.  Use massage oil.  Begin with the feet and work your way up the legs.  Move from the lower to upper back.  Do the neck and shoulders, then the hands and arms.  Finish with the head.  Make sure you have many clean towels.

Steam bath - 30 min  Attendant to ensure that the steam room is ready for use when the guest request 10 min. earlier.  The room should be clean and the floor should not be slippery and the max temp. Set at the room should

be around 45 to 50 deg.  Attendant to request the guest that they should use for max. 20-30 min. per sitting. And no garments worn will be allowed inside other than the towels provided from the Spa.  Medicated oil of around 5 ml to be sprinkled in the room to give a relaxing ambience to the steam users.  Attendant to scrub the floor by using a bucket of warm water with a mild detergent soap and a clean scrubber, avoid heavy detergent which could leave marks on the tiles and the benches.  Back wash the generator every alternate day to avoid blockage on the heater container. Jacuzzi - 30 - 45 min  Attendant to ensure the area is dry and the water is under filtration mode.  Not to allow the guest use the Jacuzzi with the garments worn, only towels provided can be used.  To flush out the water every alternate day and fill up the tank with fresh water.  To give a fresh look and a comfortable spa ambience sprinkle the Jacuzzi with some rose petals of

different color provided from the Spa.  As and when the tub is emptied scrub the bottom of the floor with milk detergent with a scrubber against any slipperiness.  Ensure that no guest to use the Jacuzzi after coming out from, treatment room with oil on them.  Attendants to inform the receptionist on the services taken by the guest for billing. 69

Task

Procedure

Swimming pool – In Door

 For the usage of residents.  Pool will be open on all days  Attendant to complete the cleaning procedures of the pool before opening for the guest.  Water quality to be checked every day and the same to be recorded for necessary dosages.  Attendant to ensure any guest using the pool, their name and room no to be recorded at the pool register.  Do not allow any children in the pool without life guard.  Attendant to provide the guest with lockers and the same to be taken back and advise them to use for any

valuables and jewelry, no jewels worn will be allowed inside the pool and the Spa, the Spa is not responsible if any jewels lost in the pool.  Attendant to ensure that the usage of the pool is prohibited under the influence of liquor and not hot beverages will be served in the pool.  Attendant to keep the pool area dry and ensure the floor is not slippery. Gymnasium

 For usage of the guest .  Attendant to ensure that the name is registered in the guest register  Guest to be medically fit for using the gym.  Instructor on duty will be providing with the necessary guidance.  Attendant to ensure the maintenance of the equipment inside the gym is updated and free for usage

without any problems.  To record the fault arisen on the equipment on the maintenance data sheet, and inform the HGM for necessary rectification  Manager to update the equipment with AMC‘s and periodical servicing to be done for the machines.  Attendant to provide the guest with a fresh hand towels. Staff recruitment its responsibilities and authorities Staff attitude

 The attitude of the staff goes a long way increasing the right ambience in the Spa. No matter whom the

customer, the staff must never show any sign of ‚talking down‘ to the customers. Instead they must be encouraging and pay genuine compliments to the customers. Customers value the advice of the staff a great deal. Hence the staff will be trained in giving advice appropriately. The customer wants a sense of comfort and recognition . The staff can play a major role in providing this. The customer has to leave the premises‚feeling great‘  The staff MUST NOT ask any customer for a tip.  The staff are not allowed to sit in the main guest area they should sit near the pantry area when they are not occupied.

Task

Procedure

Grooming and appearance

 Personal hygiene is of most paramount importance for all employees of the spa. If any staff, therapist,

Healthy hygiene practices

beauticians is suffering from some contagious / contact diseases like skin and eye infection he / she should be allowed to operate until full recovery so that there is no transmission of disease to the customers.

 All employees must bathe every day before coming to work  The employees must maintain a neat and clean appearance at all times. The appearance of employees is a

measure of competence of the center and hence this has to be ensured at all times.

 Basic hygiene to be ensured. Nails on hands have to be clipped short, the hands have to be washed

Body order

thoroughly after the meals, teeth have to be clean, the mouth have to be rinsed and cigarette smoking is to be prohibited during working hours.

 Especially in operators who are working in physical proximity to the clients, body odor is obnoxious an

does not allow for clients relaxation.  Uniforms should be fresh and washed ones.  Uniform need to maintain in good shape.  Each uniform has a life of 100 washes. This means that uniforms would need to be changed after every 300 days or so.  Long hair to be tied back  Light make up  No fancy jewelry.  No high heels  No strong perfumes.

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