IntelligentSpas SOP Manual Sample

Spa Operations
Spa Operating
Procedures and Policies
Manual
SAMPLE
Spa Operating Procedures and Policies Manual - SAMPLE
Table of Contents
1 How to Use this Manual .................................................................. 8
1.1 Copyright............................................................................... 8
1.2 File Management .................................................................... 8
1.3 Adding your Brand Identity ...................................................... 9
1.4 Customising the Manual Contents.............................................. 9
1.5 Re-setting the Automated Numbering System ............................. 9
1.6 Format Options...................................................................... 10
1.7 Legend for Process Maps ......................................................... 10
2 Client Interaction and Services Standards .................................... 11
2.1 Process Maps ........................................................................ 11

2.1.1 Reservation Process Map ............................................... 11
2.1.2 Client Appointment Process Map .................................... 12
2.1.3 Spa Tour Process Map................................................... 13
2.1.4 Product Returns Process Map ......................................... 13
2.1.5 Spa Brochure Request Process Map ................................ 14
2.1.6 Purchase Gift Certificate in Person Process Map ................ 14
2.1.7 Purchase Gift Certificate via Telephone Process
Map ........................................................................... 15
2.1.8 Complaints Process Map ................................................ 15
2.2 Telephone Greeting Policy & Procedure ..................................... 16
2.3 Client Greeting in Person Policy & Procedure .............................. 17
2.4 Reservation via Telephone Policy, Procedure & Checklist ............. 18
2.5 Reservation in Person for Treatment Later Policy &
Procedure ............................................................................. 21
2.6 Reservation in Person for Treatment Now Policy &
Procedure ............................................................................. 23
2.7 Request Credit Card to Confirm Booking Policy,
Procedure & Booking Form ...................................................... 24
2.8 Confirmation Calls Policy & Procedure ....................................... 26
2.9 Cancellation Policy & Procedure................................................ 28
2.10 No-Show Policy, Procedure & Sample Letter .............................. 29
2.11 Client Arrives Late Policy & Procedure ....................................... 32
2.12 Therapist Arrives Late Policy & Procedure .................................. 33
2.13 Therapist Not Available Policy & Procedure ................................ 35
2.14 Check In Policy & Procedure .................................................... 36
2.15 Client Profile Form Policy, Procedure & Form .............................. 37
2.16 Privacy Policy, Procedure & Notice ............................................ 40
© 2015 Intelligent Spas Pte Ltd, Singapore. All Rights Reserved. External Distribution & Reproduction Prohibited Page 2
2.17 Terms of Entry and Spa Etiquette Policy, Procedure &

Notice .................................................................................. 42
2.18 Mobile Phones and Other Electronic Devices Policy &
Procedure ............................................................................. 46
2.19 Receiving Clients – Treatment Room Policy & Procedure .............. 47
2.20 Receiving Clients – Station Policy & Procedure ........................... 50
2.21 Releasing Clients – Treatment Room Policy & Procedure .............. 52
2.22 Releasing Clients – Station Policy & Procedure ........................... 54
2.23 Check Out Policy & Procedure .................................................. 55
2.24 Retail Assistance and Sales Policy & Procedure ........................... 56
2.25 Terms of Sale Policy, Procedure & Notice ................................... 57
2.26 Product Samples Policy & Procedure ......................................... 59
2.27 Payment Policy & Procedure .................................................... 60
2.28 Payment via Credit Card Policy & Procedure............................... 61
2.29 Payment via Cash Policy & Procedure........................................ 63
2.30 Payment via Cheque Policy & Procedure .................................... 64
2.31 Payment via Gift Voucher Policy & Procedure ............................. 65
2.32 Payment via Electronic Funds Transfer Policy &
Procedure ............................................................................. 66
2.33 Client Farewell Policy & Procedure ............................................ 68
2.34 Product Returns Policy, Procedure & Form ................................. 69
2.35 Complaint in Person Policy, Procedure & Form............................ 71
2.36 Complaint via Telephone Policy & Procedure .............................. 73
2.37 Complaint via Written Correspondence Policy &
Procedure ............................................................................. 74
2.38 Spa Tour Booking Policy, Procedure & Form ............................... 75
2.39 Spa Tour for Clients Policy & Procedure ..................................... 77
2.40 Spa Tour for Media Policy & Procedure ...................................... 78
2.41 Guest Book Policy, Procedure & Form ....................................... 79
2.42 Spa Brochure Request in Person Policy & Procedure .................... 81
2.43 Request to Post Spa Brochure Policy & Procedure ....................... 82
2.44 Purchase Gift Certificate in Person Policy, Procedure,
Notice & Form ....................................................................... 84
2.45 Purchase Gift Certificate via Telephone Policy &
Procedure ............................................................................. 88
3 Housekeeping & Spa Presentation ................................................ 90
3.1 Process Maps ........................................................................ 90

3.1.1 Treatment Rooms Process Map ...................................... 90
3.1.2 Stations Process Map .................................................... 91
3.1.3 Reception Process Map ................................................. 91
3.1.4 Relaxation Room Process Map ........................................ 92
3.1.5 Locker Room Process Map ............................................. 93
3.1.6 Supporting Facilities Process Map ................................... 94
3.1.7 Stock Requisition & Monitoring Process Map..................... 95

3.1.8 Laundry Process Map .................................................... 96
3.1.9 General Spa Ambience Process Map ................................ 96
3.2 Spa Cleaning and Presentation Policy & Procedure ...................... 97
3.3 Spa Opening – Treatment Rooms Policy, Procedure &
Checklist............................................................................... 98
3.4 Post Treatment Preparation – Treatment Rooms Policy,
Procedure & Checklist ........................................................... 100
3.5 Spa Closing – Treatment Rooms Policy, Procedure &
Checklist............................................................................. 102
3.6 Spa Opening – Stations Policy, Procedure & Checklist ............... 104
3.7 Post Treatment Preparation – Station Policy, Procedure &
Checklist............................................................................. 106
3.8 Spa Closing – Stations Policy, Procedure & Checklist ................. 108
3.9 Spa Opening – Reception Policy, Procedure & Checklist ............. 110
3.10 Spa Presentation – Reception Policy, Procedure, Task
Checklist & Locker Usage Status Form .................................... 112
3.11 Spa Closing – Reception Policy, Procedure & Checklist............... 115
3.12 Spa Opening – Relaxation Room Policy, Procedure &
Checklist............................................................................. 119
3.13 Spa Presentation – Relaxation Room Policy, Procedure &
Checklist............................................................................. 121
3.14 Spa Closing – Relaxation Room Policy, Procedure &
Checklist............................................................................. 123
3.15 Spa Opening – Locker Room Policy, Procedure &
Checklist............................................................................. 125
3.16 Individual Locker Restock Policy, Procedure, Locker
Items Checklist & Locker Restock Task Checklist ...................... 127
3.17 Spa Presentation – Locker Room Policy, Procedure,
Toiletry Items Checklist Format & Task Checklist ...................... 130
3.18 Spa Closing – Locker Room Policy, Procedure & Checklist .......... 133
3.19 Spa Opening – Supporting Facilities Policy, Procedure &
Checklist............................................................................. 135
3.20 Spa Presentation – Supporting Facilities Policy,
Procedure & Checklist ........................................................... 137
3.21 Spa Closing – Supporting Facilities Policy, Procedure &
Checklist............................................................................. 139
3.22 Store Stock Policy & Procedure .............................................. 141
3.23 Professional Stock Policy & Procedure ..................................... 142
3.24 Retail Stock Policy & Procedure .............................................. 143
3.25 Stock Monitoring Policy, Procedure, Master Stock List,
Stock Status Report Format & Stock Requisition Form............... 144
3.26 Linen Policy & Procedure ....................................................... 151
3.27 Laundry Policy, Procedure & Form .......................................... 152
3.28 Food and Beverage Policy, Procedure, Menu Format,
Ingredients List Format & Checklist ........................................ 154
3.29 Reading Materials Policy, Procedure & Approved Reading

Materials List Format ............................................................ 158
3.30 Music Policy, Procedure & Approved Music List Format .............. 160
3.31 Diffusing Oils Policy, Procedure & Approved Diffusing Oils
List Format ......................................................................... 162
3.32 Repairs and Maintenance Policy, Procedure & Log Form ............. 164
3.33 Back-of-House Policy & Procedure .......................................... 167
4 Human Resources ....................................................................... 168
4.1 Process Maps ...................................................................... 168

4.1.1 Recruitment Process Map ............................................ 168
4.1.2 Induction Process Map ................................................ 169
4.1.3 Performance Warning and Breach of Contract
Process Map .............................................................. 169
4.1.4 Employee Termination Process Map .............................. 170
4.1.5 Career Development & Continuous Improvement
Process Map .............................................................. 171
4.2 Recruitment Policy, Procedure, Recruitment Request
Form, Job Opening Notice, Job Advertisement Checklist,
Job Application Under Consideration Sample Letter, Job
Application Unsuccessful Sample Letter & Interview
Questions Checklist .............................................................. 172
4.3 Job Descriptions Policy, Procedure & New Job Description
Form Template .................................................................... 181
4.4 Job Descriptions .................................................................. 184
4.4.1 Spa Director .............................................................. 184
4.4.2 Spa Manager ............................................................. 187
4.4.3 Spa Supervisor .......................................................... 189
4.4.4 Spa Therapist ............................................................ 191
4.4.5 Housekeeping Manager ............................................... 193
4.4.6 Spa Attendant ........................................................... 195
4.4.7 Spa Sales Manager ..................................................... 197
4.4.8 Spa Receptionist ........................................................ 199
4.5 Employment Contract Policy, Procedure, Checklist, Job
Offer Sample Letter & Employment Confirmation Sample
Letter ................................................................................. 201
4.6 Uniforms Policy & Procedure .................................................. 206
4.7 New Employee Induction Policy, Procedure & Checklist.............. 207
4.8 Buddy System Policy, Procedure & Meeting Notes Form............. 210
4.9 Probation Period Policy & Procedure ........................................ 213
4.10 Performance Warning Policy, Procedure, Performance
Improvement Plan, Performance Warning Report, 1st
Written Performance Warning Letter Sample & Final
Written Performance Warning Letter Sample............................ 214
4.11 Major Breach of Employment Contract Policy & Procedure ......... 222
4.12 Employee Resignation Receipt Policy, Procedure &

Resignation Acceptance Letter Sample .................................... 223
4.13 Employment Termination Policy, Procedure & Checklist ............. 225
4.14 Exit Interview Policy, Procedure, Exit Interview
Questions Form & Exit Statement Sample ............................... 228
4.15 Employee Retrenchment Policy, Procedure & Notice of
Retrenchment Letter Sample ................................................. 231
4.16 Operating Hours Policy, Procedure & Notice ............................. 233
4.17 Shift Roster Preparation Policy, Procedure & Template .............. 235
4.18 Time Recording Policy & Procedure ......................................... 237
4.19 Performance Appraisal Program Policy, Procedure & Form ......... 238
4.20 Training and Career Development Policy & Procedure................ 243
4.21 Employee Counselling Policy, Procedure & Form ....................... 244
4.22 Continuous Improvement Program Policy, Procedure,
Status Form & Item Implementation Plan ................................ 247
4.23 Employee Meetings Agenda & Minutes Policy, Procedure,
Sample, Chair’s Notes Template & Minutes Sample ................... 251
4.24 Restricted Areas Policy & Procedure ........................................ 258
4.25 Privacy & Document Security Policy & Procedure ...................... 259
4.26 Emergency Management Policy & Procedure ............................ 260
4.27 Lost & Found Property Policy & Procedure................................ 261
5 Employee Handbook ................................................................... 262
5.1 Corporate Profile .................................................................. 262

5.1.1 Mission ..................................................................... 262
5.1.2 Background ............................................................... 262
5.1.3 Location and Contact Details ....................................... 262
5.1.4 Operating Hours ........................................................ 263
5.1.5 Strategic Objective and Philosophy ............................... 263
5.1.6 Organisational Chart................................................... 263
5.2 Spa Security Policy & Procedure ............................................. 265
5.3 Employee Arrival Policy & Procedure ....................................... 266
5.4 Employee Departure Policy & Procedure .................................. 267
5.5 Time Sheet Policy, Procedure & Form...................................... 268
5.6 Shift Roster Policy, Procedure & Modification Request
Form .................................................................................. 270
5.7 Leave Policy, Procedure & Form ............................................. 273
5.8 Personal Communications and Errands Policy &
Procedure ........................................................................... 275
5.9 Employee Access Policy, Procedure & Gender-Specific
Areas Access Request Form ................................................... 277
5.10 Non-Public Areas Policy & Procedure ....................................... 279
5.11 Client Access Policy & Procedure ............................................ 280
5.12 Emergency Evacuation Policy, Procedure & Map of

Emergency Evacuation Exits and Waiting Area ......................... 281
5.13 First Aid Implementation Policy, Procedure, Map of First
Aid Kit Locations & First Aid Incident Report Form .................... 284
5.14 Operating Equipment and Systems Policy & Procedure .............. 288
5.15 Smoking Policy & Procedure .................................................. 289
5.16 Photography Policy & Procedure ............................................. 290
5.17 Lost Items Policy, Procedure & Form....................................... 291
5.18 Found Items Policy, Procedure & Form .................................... 296
5.19 Employee Presentation Policy, Procedure & Uniform
Request Form ...................................................................... 301
5.20 Telephone Etiquette Policy & Procedure ................................... 303
5.21 Employee Communication Policy & Procedure .......................... 304
5.22 Employee Meetings Policy & Procedure.................................... 306
5.23 Continuous Improvement Policy, Procedure & Form .................. 307
5.24 Performance Appraisals and Training Policy, Procedure &
Training Request Form.......................................................... 309
5.25 Employee Benefits Policy, Procedure & Items List ..................... 311
5.26 Family & Friends Benefits Policy, Procedure & Items List ........... 313
5.27 Gratuities Policy & Procedure ................................................. 315
5.28 Employee Resignation Policy & Procedure ................................ 316
6 Master Templates ....................................................................... 317
6.1 Master Content Page Template .............................................. 317

6.1.1 Sub-heading.............................................................. 317
6.2 Master Policy & Procedure Table Template ............................... 318
6.3 Master General Checklist & Items Template ............................. 319
6.4 Master Day & Time Task Checklist Template ............................ 320
6.5 Master Sample Letter Template ............................................. 321
6.6 Master Sample Notice Template ............................................. 322
6.7 Master Sample Form Template .............................................. 323
7 Copy/Paste Templates................................................................ 324
7.1 Copy/Paste Content Page Template ........................................ 324

7.1.1 Sub-heading.............................................................. 324
7.2 Copy/Paste Policy & Procedure Table Template ........................ 325
7.3 Copy/Paste General Checklist & Items Template....................... 326
7.4 Copy/Paste Day & Time Task Checklist Template ...................... 327
7.5 Copy/Paste Sample Letter Template ....................................... 328
7.6 Copy/Paste Sample Notice Template ....................................... 329
7.7 Copy/Paste Sample Form Template ........................................ 330
About Intelligent Spas’ Spa Operations Manual
Intelligent Spas' comprehensive SOP Manual helps 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.
Vital topics include:

1. Human Resources Management
2. Employee Handbook
3. Housekeeping and Spa Presentation
4. Client Interaction and Service Standards
This unique resource is literally your virtual

consultant, detailing practical guidelines and
processes you may reference and customise
to your own specific requirements.
Overall, the detailed policies and procedures

are designed to improve the efficiency and
effectiveness of your business practices,
aiming to:
• Generate incremental revenue

• Improve profitability
• Maximise return on investment
A full range of supporting items are featured in the manual, including:

• Policies
• Procedures
• Forms
• Checklists
• Scripts
• Samples
• Process maps
• Version control
• Pre and post-requisite items
• Field-based table of contents for easy updating, plus
• Guidelines for how to use the manual
Both a secure PDF file and an editable Microsoft Word file are provided for your
convenience and easy customisation. Add your own branding and instantly turn it
into your own working document.
Download immediately at www.IntelligentSpas.com

2.4 Reservation via Telephone Policy, Procedure &

Checklist
Page Number: 1 Total Pages: 3
Version Number: 1.0 Date Issued:
Prepared by: Authorised by:
Responsibility: Receptionist Department: Reception
Prerequisite: Telephone Greeting
Post requisite: Request Credit Card to Confirm Booking
Supporting item: Reservation Information Checklist
Notes:
Objective: To efficiently record reservations and advise clients of relevant

details relating to visiting the spa.
Policy: • Reservations must be processed according to spa procedure
and by authorised employees.
• An existing reservation can only be altered if requested or
authorised by the subject client.
• The Reservation via Telephone Procedure must be followed.
Procedure: 1. Ask “which day and time would you prefer and I’ll see if it’s
available”.
2. Ask “do you already know which treatment you would like to
experience?”
3. If they know the treatment, document the name of the
treatment and state the basic description to confirm it is
correct.
4. If they do not know the treatment, ask “what type of
experience would you prefer?”
5. List and describe relevant treatments based on their
response.
6. When they decide, document the name of the treatment
and state the basic description to confirm it is correct.
7. If they cannot decide which treatment to choose, ask if they
would like to book one hour for one treatment or two hours
for two treatments and decide the treatment(s) on arrival.
8. Ask “would you like to request a particular therapist by
name or gender?”
9. Document their response and repeat it to confirm it is
correct.
10. If the client’s preferred date, time, treatment and/or
therapist is not available, assist to identify a mutually
acceptable reservation.
11. Ask for and insert all appointment details into the
Appointment Schedule including their membership number
(if applicable), name, contact number, etc.
12. Summarise the appointment details to confirm they are
correct.
13. Advise the details of the spa’s cancellation and no-show
policies and conduct Request Credit Card to Confirm
Booking Procedure.
14. Advise the client someone will contact them about two days
before the appointment to re-confirm the reservation.
15. Advise the preferred arrival time including to arrive up to an
hour before their appointment time if they would like to use
the spa’s water and steam facilities free of charge or to
arrive 15 minutes before their appointment time to ensure
they have enough time to prepare for their treatment.
16. If applicable, advise the client to bring swim wear.
17. Ask “do you know where the spa is?”
18. If required, advise location and parking or public transport
details.
19. Ask “is there anything else I can assist you with at this
stage?”
20. If yes, address their query.
21. If no, say “thanks for your call, look forward to seeing you,
good bye”.
Reservation Information Checklist
Tick Completed Action

Appointment date
Appointment time
Treatment(s)
Request therapist name
Request therapist gender
Membership number
First name
Second name
Telephone number
Email address
Cancellation and no-show policies
Reminder confirmation contact two days before
Reminder arrival time
Reminder bring swimwear
Advise location/parking/public transport
OFFICE USE ONLY
Completed by:
Date:
3.4 Post Treatment Preparation – Treatment Rooms

Policy, Procedure & Checklist
Responsibility: Spa Attendant Department: Housekeeping
Prerequisite: Spa Treatment
Post requisite: Spa Treatment / Spa Closing – Treatments Rooms
Supporting item: Post Treatment Preparation – Treatment Rooms Form
Notes:
Objective: To ensure the treatment rooms are promptly cleaned after use
and set up correctly for the next client.
Policy: • Cleaning must be conducted in accordance with local
regulations and spa policy.
• Specified items and equipment must be cleaned after each
use.
• Only approved stock may be placed in treatment rooms.
• Baths should be filled before the client enters the room.
• The Post Treatment Preparation – Treatment Rooms
Procedure must be followed.
Procedure: 1. Identify next treatment scheduled.
2. Remove all dirty linen.
3. Remove cups and/or plates used by client.
4. Clean and dry showers and other wet areas.
5. Clean/dry basin.
6. Clean up any product or water spills.
7. Remove any stains.
8. Clean facial and product bowls used.
9. Wipe product bottles and caps used.
10. Replenish products, if necessary.
11. Arrange product trolley.
12. Clean the magnified glass where used.
13. Position clean linen.
14. Top up water and/or essential oils in diffuser, if necessary.
15. Set up the treatment room according to the next
appointment scheduled.
16. Conduct any additional activities as appropriate to ensure
cleanliness and order.
17. Confirm area is ready for client access.
18. Turn off lights.
Post Treatment Preparation – Treatment Rooms Task Checklist

Room/Station Name Treatment Rooms
Task/Time Time Time Time Time Time Time Time
Treatment identified
Remove dirty linen
Remove dirty cups
Clean/dry wet areas
Clean/dry basin
Clean up spills
Remove stains
Clean bowls
Wipe bottles/caps
Replenish products
Arrange trolley
Clean magnified glass
Position clean linen
Top up diffuser
Treatment set up
Additional activities
Confirm area ready
Lights off
OFFICE USE ONLY
Completed by:
Checked by:
5.17 Lost Items Policy, Procedure & Form

Responsibility: Department:
Prerequisite:
Post requisite:
Supporting item: Lost Items Form
Notes:
Objective: To log lost items aiming to find and return them to their rightful
owner.
Policy: • Lost items procedures must be conducted in compliance
with local regulations and spa policy.
• Personal items reported lost in the spa are to be logged via
the Lost Items Form as soon as they are reported.
• The Lost Items Procedure must be followed.
Procedure: 1. If the report is made in person shortly following the loss,
arrange to escort the client to the area(s) where the item
may have been lost to confirm if it can be found.
2. If the client was wearing a robe during their visit, check to
see if the item is caught inside the robe.
3. If the item is not found, complete the Lost Items Form.
4. Ask the employees on duty at the time if they have seen the
item and record their name and response on the back of the
Lost Items Form.
5. Conduct a search of the entire spa facility for the item.
6. Advise the client of the status of the search.
7. If the item is not found after initial searches, advise the
client they will be contacted if the item is ever found.
Lost Items Form
Page 1 Total Pages 2
Date: Time loss reported:
Location last seen: Time item last seen:
Description of item
(name, colour, size,
characteristics):
Search conducted by:
Item found: Yes No Other (specify)
Item found by:
Further action required:
OWNER OF ITEM
Client Name:
Membership number:
Telephone:
Address:
STATUS/FURTHER ACTION
Item found: Yes No Other (specify)
Item found by:
Client contacted by:
Client contacted date: Time:
Client to collect date: Time:
Client signature: I have received my lost item as described above

(name/signature/date):
Client collected: Yes No Other (specify)
Collected from: Signature:
Comments:
OFFICE USE ONLY Name: Signature: Date:

Completed by:
Department approval:
Spa manager approval:
Lost Items Form (Continued)

Checklist of Employees Notified/Asked
Date/time Seen item (Y/N) Employee name Employee signature
OFFICE USE ONLY Name: Signature: Date:

Completed by:
Authorised by:
4 Human Resources
4.1 Process Maps
4.1.1 Recruitment Process Map
Recruitment Recruitment Request Form
Job Descriptions Job Description Form
Job Opening Notice
Job Advertising Checklist
Job Application Under Consideration

Letter
Job Application Unsuccessful Letter
Interview Questions List
Employment Contract Employment Contract Checklist
Job Offer Letter
Employment Confirmation Letter
Other Publications Available:
Intelligent Spas' Professional Spa Treatments Manual is specifically designed

with "highly consistent" procedures and scripts to make it easy for therapists to
remember and deliver quality spa treatments, resulting is satisfying spa
experiences which generates increased client loyalty and produces better
consumer ratings and reviews.
The Top 5 Key Spa Results From “Highly

Consistent” Treatment Procedures are:
1. Reduce training costs

2. Faster time to market for spas in pre-
opening phase
3. Easier treatment delivery for multi-skilled
therapists
4. Increase client loyalty
5. Higher employee retention
Fast-track training for new spas and new

employees or ensure service standards are
continuously maintained in established spas,
by implementing great quality and highly
consistent treatment delivery protocols.
The Spa Sessions Team Meetings Manuals

contain 60 discussion topics to give the spa a
continuous stream of performance improving
training ideas to help in the following three
key focus areas:
1. Business Success
2. Team Performance
3. Service Experience
Engage, motivate and retain your employees

via intriguing and thought-provoking spa team
meetings - these Spa Sessions are authored
by reputable international spa
consultant, Naomi Gregory and aim to
encourage employees to openly discuss how
the spa business could be improved, which
generates loyalty and employee satisfaction as
well as better overall performance of the spa
business.
www.IntelligentSpas.com

IntelligentSpas SOP Manual Sample

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

IntelligentSpas SOP Manual Sample

Uploaded by

Copyright:

Available Formats

Spa Operations

1 How to Use this Manual .................................................................. 8

2 Client Interaction and Services Standards .................................... 11

2.1 Process Maps ........................................................................ 11

2.17 Terms of Entry and Spa Etiquette Policy, Procedure &

3 Housekeeping & Spa Presentation ................................................ 90

3.1 Process Maps ........................................................................ 90

3.1.7 Stock Requisition & Monitoring Process Map..................... 95

3.29 Reading Materials Policy, Procedure & Approved Reading

4 Human Resources ....................................................................... 168

4.1 Process Maps ...................................................................... 168

4.12 Employee Resignation Receipt Policy, Procedure &

5 Employee Handbook ................................................................... 262

5.1 Corporate Profile .................................................................. 262

5.12 Emergency Evacuation Policy, Procedure & Map of

6 Master Templates ....................................................................... 317

6.1 Master Content Page Template .............................................. 317

7 Copy/Paste Templates................................................................ 324

7.1 Copy/Paste Content Page Template ........................................ 324

Vital topics include:

This unique resource is literally your virtual

Overall, the detailed policies and procedures

• Generate incremental revenue

A full range of supporting items are featured in the manual, including:

Download immediately at www.IntelligentSpas.com

2.4 Reservation via Telephone Policy, Procedure &

Objective: To efficiently record reservations and advise clients of relevant

Reservation Information Checklist

Tick Completed Action

3.4 Post Treatment Preparation – Treatment Rooms

Post Treatment Preparation – Treatment Rooms Task Checklist

5.17 Lost Items Policy, Procedure & Form

Lost Items Form

Page 1 Total Pages 2

Date: Time loss reported:

Location last seen: Time item last seen:

Item found: Yes No Other (specify)

Item found by:

Further action required:

Item found: Yes No Other (specify)

Item found by:

Client contacted by:

Client contacted date: Time:

Client to collect date: Time:

Client signature: I have received my lost item as described above

Client collected: Yes No Other (specify)

Collected from: Signature:

OFFICE USE ONLY Name: Signature: Date:

Lost Items Form (Continued)

OFFICE USE ONLY Name: Signature: Date:

Recruitment Recruitment Request Form

Job Descriptions Job Description Form

Job Opening Notice

Job Advertising Checklist

Job Application Under Consideration

Job Application Unsuccessful Letter

Interview Questions List

Employment Contract Employment Contract Checklist

Job Offer Letter

Employment Confirmation Letter

Intelligent Spas' Professional Spa Treatments Manual is specifically designed

The Top 5 Key Spa Results From “Highly

1. Reduce training costs

Fast-track training for new spas and new