I 1 SOPs

I. SOPs La Brise Spa Standard Operation Procedure

Task

Service Timings

Appointment booking

Customer Entry

Procedure

 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 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.

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

Hospitality and business building

While waiting

During Service

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.

 In this business where a customer is in close proximity of the staff for a long stretch of time being hospitable and friendly will go a long way in building lasting relationship that will benefit the business in the long run

 Offer him/her a seat  Offer him/her magazines to read. Try and attract the customer‘s attention to any new or latest promotions or offer that is prevailing.  Make polite conversation with the customer.

 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

Feedback

Billing and Cash Handling

Post billing procedures

Complaint Handling

Types of complaints

Procedure

 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.

 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.

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

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

 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 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

Types of complaints

How to handle complaints

Follow up on complaints

Procedure

 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.

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

 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.

Task

Follow up on complaints

Inventory

Services offered at the Spa Service Menu

Procedure

 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 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.

 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

Changing Room

Packages offered

Completion of the treatment

Procedures to be followed by the therapists

Procedure

 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.

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

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

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.

 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 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

Procedures to be followed by the therapists

Administrative procedures

Facial – 45 to 60 min

Manicure - 30 min

Procedure

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

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

 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

Pedicure - 45 min

Hair-Blow Dry 1 hour

Hair Treatment - 45 to 60 min

Turkish Bath Treatment 20 to 30 min

Procedure

 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

 Shampoo  Blow-dry

 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

Task

Massage Treatment- 30/60/90/120 min

Steam bath - 30 min

Jacuzzi - 30 - 45 min

Procedure

 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.

 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.

 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.

Swimming pool – In Door

Gymnasium

Staff recruitment its responsibilities and authorities Staff attitude  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.

 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.

 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.

Grooming and appearance

Healthy hygiene practices

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