SOP - Spa

Spa Department

Standa rd Op erating erating Proc Proc edure Upda te: 28.0 28.08. 8.08 08 / C O -SPA-SOP-Index -SPA-SOP-Index

Hotels & Resorts Spa SOP Index Cod e

To p i c To

Recepti ec eption on 1. 2. 3. 4. 5. 6.

C O -SPA-S -SPA-SO O P-0 P-00 01 C O -SPA -SPA-S -SO O P-002 P-002 C O -SPA-S -SPA-SO O P-0 P-00 03 C O -SPA -SPA-S -SO O P-004 P-004 C O -SPA -SPA-S -SO O P-005 P-005 C O -SPA -SPA-S -SO O P-006 P-006

How to welcome welc ome a G uest uest How to take a Booki oo king ng in Person Person How to take a Booki oo king ng by Phone How to escor esco rt a G uest to the Trea tment Room How to settle Payments Pa yments How to farewe ll

Spa Proc Proced edur ures es 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. 33. 34. 35.

C O -SPA -SPA-S -SO O P-020 P-020 C O -SPA -SPA-S -SO O P-021 P-021 C O -SPA-S -SPA-SO O P-0 P-02 22 C O -SPA-S -SPA-SO O P-0 P-02 23 C O -SPA -SPA-S -SO O P-024 P-024 C O -SPA -SPA-S -SO O P-025 P-025 C O -SPA -SPA-S -SO O P-026 P-026 C O -SPA -SPA-S -SO O P-027 P-027 C O -SPA -SPA-S -SO O P-028 P-028 C O -SPA-S -SPA-SO O P-0 P-02 29 C O -SPA -SPA-S -SO O P-030 P-030 C O -SPA -SPA-S -SO O P-031 P-031 C O -SPA -SPA-S -SO O P-032 P-032 C O -SPA -SPA-S -SO O P-033 P-033 C O -SPA -SPA-S -SO O P-034 P-034 C O -SPA -SPA-S -SO O P-035 P-035 C O -SPA -SPA-S -SO O P-036 P-036 C O -SPA -SPA-S -SO O P-037 P-037 C O -SPA -SPA-S -SO O P-038 P-038 C O -SPA -SPA-S -SO O P-039 P-039 C O -SPA -SPA-S -SO O P-0 P-040 40 C O -SPA -SPA-S -SO O P-041 P-041 C O -SPA-S -SPA-SO O P-0 P-04 42 C O -SPA -SPA-S -SO O P-0 P-043 43 C O -SPA -SPA-S -SO O P-0 P-044 44 C O -SPA-S -SPA-SO O P-0 P-04 45 C O -SPA-S -SPA-SO O P-0 P-04 46 C O -SPA-S -SPA-SO O P-0 P-04 47 C O -SPA-S -SPA-SO O P-0 P-04 48

Spa Etique Etiquette tte for Sp a Emp Emp loyees loyee s Hygiene Stand a rd of Ba throb throb es a nd Towels ow els How to c lean a Trea tment Room oo m How to setup a Ma ssag e Bed How to setup the Vichy Vic hy Shower how er How to setup the Steam tea m Room How to set the Bod y Trea tment Room How to setup the M a ssa ge Bed for Bod y Trea tments How to setup the M a ssa ge Bed for Thai ha i Ma ssa ge How to setup the Room oo m for O il Ma ssa ge How to setup the Bed for O il M a ssa ge How to set the Room for Foot M a ssa ge How to set the Bed for Foot M a ssa ge How to set the Room for Bod y Sc rub How to set the Bed for Bod y Sc rub How to set the Room for Thai ha i Herbal Herba l C ompr omp ress Ma ssa ge How to set the Bed for Thai ha i Herbal Herba l C omp ress Ma ssa ge How to set the Room for Fa c ial Trea tments How to set the Bed for Fac ial Trea tments How to hand ha ndle le Ma ssa ge O il for O il Trea tments How to welco we lcome me a G uest for Trea tments How to take c a re of the G uest d uring uring Bod y Sc rub Trea tment How to take c a re of the G uest uest a fter fter Bod y Sc rub Trea tment tment How to take c a re of the G uest d uring uring Hot C ompr omp ress Trea tment How to take c a re of the G uest a fter Hot C ompr omp ress Trea tment How to take c a re of the G uest uest during during Foot oo t Ma ssa ge Trea tment tment How to take c a re of the G uest uest a fter fter Foot oo t Ma ssa ge Trea tment How to take c a re of the G uest uest during during Fa c ial Treatment ea tment How to take c are of the G uest uest a fter fter Fac ial Treatment ea tment

©This ©This material material is co pyright pyright p rotec ted and is prop prop erty of Daniel G . Fuchs and Stepha n Fae ssler.

1

Spa Department

Standa rd Op erating erating Proc Proc edure Upda te: 28.0 28.08. 8.08 08 / C O -SPA-SOP-Index -SPA-SOP-Index

Hotels & Resorts Spa SOP Index Cod e

To p i c To

Spa Proced oc edur ures - C ontinu ontinued ed 36. 37. 38. 39. 40. 41. 42. 43. 44.

C O -SPA -SPA-S -SO O P-049 P-049 C O -SPA-S -SPA-SO O P-0 P-05 50 C O -SPA-S -SPA-SO O P-0 P-05 51 C O -SPA-S -SPA-SO O P-0 P-05 52 C O -SPA-S -SPA-SO O P-0 P-05 53 C O -SPA-S -SPA-SO O P-0 P-05 54 C O -SPA-S -SPA-SO O P-0 P-05 55 C O -SPA -SPA-S -SO O P-056 P-056 C O -SPA-S -SPA-SO O P-0 P-05 57

How to se rve hot ho t Te a a nd fre fre sh Fruits Fruits a fter Treatmen rea tmentt How to c lean up the Spa Rec epti ep tion on Area How to c lean the Spa Public Public Area How to c lean the Spa Loc ker Room oo m How to c lean the Spa Toilet oilet a nd Shower howe r How to empty emp ty and c lean the Ba thtub thtub How to c lean the Trea tment tment Room oo m How to send soiled La undr und ry How to rec eive and store tore Spa La undry

Spa Beauty Sa Salon Pr Proced oc edur ures es 45. 46. 47. 48. 49. 50.

C O -SPA-S -SPA-SO O P-0 P-07 70 C O -SPA-S -SPA-SO O P-0 P-07 71 C O -SPA-S -SPA-SO O P-0 P-07 72 C O -SPA-S -SPA-SO O P-0 P-07 73 C O -SPA-S -SPA-SO O P-0 P-07 74 C O -SPA-S -SPA-SO O P-0 P-07 75

How to Setup for Ma nicure and Pedicure Ped icure Trea tment How to take c a re of the G uest uest during during Ma nic nic ure ure a nd Nail Na il poli po lis sh How to take c a re of the G uest uest a fter fter Ma nicure and Nail Na il poli po lis sh How to take c a re of the G uest uest during during Ped icure and Nail Na il po lis lish How to take c a re of the G uest uest a fter fter Ped icure a nd Nail Na il poli po lis sh Ma nic nic ure ure and Pedicure Ped icure Sa nitation nitation Standard tand ard


2

Spa Department

Standa rd Op erating erating Proc Proc edure Upda Upd a te: 28.08 28.08.08 .08 / C O -SPA -SPA-S -SO O P-001 P-001

How to wel we lc ome a G uest uest Objective This his SO P shall shall ensur ensure e that that guests guests are greeted greeted a s per pe r standar tanda rd.

Proced oc edur ure Materials

1. 2. 3. 4. 5. 6.

Full ully dec de c orated recep rec epti tion on a rea Cold towels Welcome Welco me d rink Tr Tray Flower C onsultation onsultation form

Pr o c e d u r e s

1. 2. 3. 4. 5. 6.

G reet ee t with with a smile mile & a “Wai”. “Welcome “Welco me to to Spa (name of guest). guest).” ” Take Take guest guest to the the sea seat. t. Serve welcome drink and cold towel. C onfirm onfirm gues gue st name a nd treatment (if (if app a pp lic lic a ble) or o r ask ask the the gues g uestt how we c a n as a ssist them: “How may assist you (name of guest)?” Ask guest to fill a consultation form (if applicable).


1

Spa Department

Standa rd Op erating Proc edure Update: 28.08.08 / C O-SPA-SOP-002

How to take a Booking in Person Objective This SOP shall ensure that bookings taken in person are done a s per correc t order.

Procedure Materials

1. 2.

Spa Menu Booking Sheet

Pr o c e d u r e s

1. 2. 3. 4. 5. 6. 7. 8.

Present the Spa Menu to the guest. What kind of treatment would they like? When and what time? How many people? Ask for name and room number? C onfirm trea tment/person/ da te & time/ guest’s name & room number. Inform guest ab out the spa etiquette. Farewell.

©This material is co pyright p rotec ted and is prop erty of Daniel G . Fuchs and Stepha n Faessler.

1

Spa Department


How to take a Booking by Phone Objective This SOP shall ensure that bookings taken by phone are done as per correc t order.

Procedure Materials

1. 2.

Spa Menu Booking Sheet

Pr o c e d u r e s

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

Answer the phone within 3 rings. “Good morning/ afternoon/ evening. Spa (name of assoc iate) speaking, how ma y I assist you?” What kind of treatment would they like? When and what time? How many people? Ask for their name a nd room number? If the g uest is a non-residenc e g uest, ask for hotel name and credit card number. C onfirm trea tment/person/ da te & time/ guest’s name & room number. Inform guest ab out the spa etiquette. Farewell; “Thank you for calling Spa. I’m looking forward to see you soon. Have a good day/afternoon/evening.”


1

Spa Department


How to escort a G uest to the Treatment Room Objective This SOP shall ensure that guests are escorted in the proper way.

Procedure Materials

1.

Prepared changing a nd treatment room.

Pr o c e d u r e s

1. 2. 3. 4.

5.

6.

7. 8.

Escort the guest by saying; “(name of guest), please follow me. I will take you to the treatment room.” Walk with the guest and carry their guest belongings. Show the treatment room to the guest by saying; “This is your treatment room.” Show the steam and shower room (if applicable) and the toilet to the guest by saying; “The steam, shower room and toilet is over there, Please take a shower before you use the steam room and you may take a towel inside.” If the guest wants to have a ba th and use the J acuzzi, show it to the guest by saying “This is the ba th room and the J ac uzzi, if you would like to enjoy the J acuzzi just press this button.” Show and explain him/her the b utton/ c ontrols. Show the locker to the guest by saying; “We provide you a locker, you can keep all your value belongings inside. Please keep the key with you and return it to the reception before you leave our spa.” Introd uce the Therap ist to the guest by saying “This is (name o f assoc iate), she/ he is your therapist today.” Reception wishes a nice treatment before leaving by saying; “Enjoy your treatment, havea good time.”


1

Spa Department


How to settle Payments Objective This SOP shall ensure that payments are according to hotel standard.

Standard •

Payments to the room account ha s always first priority and must be offered as its first option.

Procedure Materials

1. 2. 3.

Feedba ck c ard Bill/Payment Statement Hot tea and fresh fruits

Pr o c e d u r e s

1. 2. 3. 4. 5. 6. 7.

Prep are the b ill/payment statement and wait to escort the guest to the relaxing a rea /lobb y. Ask the guest about the treatment by saying; “How was your treatment?” Offer fruits and tea; “Would you like to have some tea and fruits?” Ask the guest for the payment by saying “How would you like to pay your bill, to your room ac count, by credit card or cash?” Show the feed ba ck ca rd to the guest by saying; “Would you mind to fill-out this feed ba c k form, I would very much a pprec iate.” Wait until the guest is done, then say; “Thank you for your valued comment and this is your bill (name of g uest).” After the p ayment is done, make a “Wai” and say; “Thank you very much, have a very pleasant day/evening.”


1

Spa Department


How to say farewell Objective This SOP shall ensure that guests are farewell in a courteous manner.

Procedure 1. 2.

Receptionist(s) must stand by at the entrance. Farewell the guest by saying; “Thank you to c ome to the Spa ; I am looking forward to see you again. Have a good day/evening/night.”


1

Spa Department

Standa rd Op erating Proc edure Upda te: 28.08.08 / C O-SPA-SOP-020

Spa Etiquette for Spa Employees Objective This SOP shall ensure that all grooming standa rds and hotel etiquette is enforced strictly at all Spa s. All spa therapists must implement and understand the spa etiquette in order to create a professional environment in which the guest enjoys comfort and relaxation.

Procedure Materials

1.

List of Spa Etiquette

Pr o c e d u r e s

1. 2. 3. 4. 5. 6. 7. 8.

Do not discuss personal matters with guests and colleagues Never linger for tip. Never offer “extra” service s. Do not delegate work in front of a guest. Speak slowly and clearly to all guests so they can understand. Never say “no” to a guest, have always an alternative ava ilable Never use mobile phones on the Spa compound. Strictly adhere to the general hotel grooming standa rds outlined in the hotel Corporate Operating Procedure manual.


1

Spa Department


Hygiene Standard of Bathrobes and Towels Objective This SOP shall ensure that bathrobes and towels are changed a fter usag e.

Procedure Materials

1.

Towels/Bathrobes

Pr o c e d u r e s

1. 2.

After the use of towels and bathrobes, they must be replaced with clean and fresh ones for the next guests. No towels or bathrobes are to be re-used from one guest to another. This would result in a very poor standard of hygiene.


1

Spa Department


How to c lea n a Trea tment Room Objective This SOP shall ensure that treatment rooms are cleaned d aily, before opening and c losing of the Spa , and where nec essary after usage.

Procedure Materials

1. 2. 3.

Cleaning shampoo Floor mop & wipe Garbage plastic bags

Pr o c e d u r e s

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22.

The deep cleaning is done by spa a ttenda nts/therapists. Mirrors are c leaned Vanity and sink area cleaned Fixtures are polished C ounter is clean and organized C orridor ca rpets/floors are c lean Loc ker doors are c losed G arbag e bins are clean and p olished Floor must be clean and dry (some of scrub article may left-over on the floor) Toilet must be flushed and cleaned Seat is cleaned and place d d own Sufficient toilet tissue paper is folded as pe r stand ard Toilet roll dispensers are cleaned a nd full. Sanitary bin in the female toilet is cleaned and tidy-up with lid sec ured Toilet and all fixtures are in good shape Floor is clean and dry Shower smells clean and fresh Shower walls are c lean/ mildew free Shower tiles are c lean a nd polished Showers are in good shap e Shower dispensers or product bottles are clean newly-looking. Shower floor is clean and dry


1

Spa Department


How to setup a Massage Bed Objective This SOP shall ensure that the massage bed is setup correc tly.

Procedure Materials

1. 2.

Fully set up massage bed Standa rd diagram

St a n d a r d

1. 2. 3. 4.

Prepare 1 cream bed sheet, 2 bath towels, 1 fac e towel for fac e c rad le drap ing Sheet should be c lean a nd neat (no wrinkles)

Pr o c e d u r e s

1. 2. 3. 4.

C lean the massage bed ; make sure there is no d irt or dust on it. Place the sheet on top of the massage bed, then follow with a bath towel as per standard diagram. The sec ond ba th towel is folded as per standa rd and positioned to the bottom centre with a single orchid. Position the neck pillow with a face towel folded as per standard and place a single orchid on it.


1

Spa Department


How to setup the Vichy Shower Objective This SOP shall ensure that the Vichy shower is setup correc tly.

Procedure Materials

1. 2.

2 Body Towels Therap ist’s “wet uniform”

Pr o c e d u r e s

1. 2. 3. 4. 5.

Turn on the Vichy mac hine half an hour before guest arrival time. Test the temperature of water to be at 33-34 C elsius. Test the water spray which mustn’t be too strong - set at (number) C elsius and level. Bod y Towe l is laid-out on the Vichy bed - so g uest won’t feel c ool during the trea tment. Therap ist must wear the “wet uniform” before guest arrival.


1

Spa Department


How to setup the Steam Room Objective This SOP shall ensure that the steam room is setup correc tly.

Procedure Materials

1. 2. 3.

Mixed Thai herbs in a coc onut bowl Essential O il - 2-3 drops 2 Body Towels

Pr o c e d u r e s

1. 2. 3. 4. 5. 6. 7. 8.

Turn on the steam half an hour before guest arrival time. Set the steam at the highest level for 10 minutes until the stea m c omes-out. Then turn the steam to low. 2 Bod y Towels laid-out on the benc h - so guests won’t feel hot while they sit in the room. Add 2-3 drop s of essential oil into the c oc onut bo wl. Smell shall not be too strong. Plac e c oc onut bowl under the steam pipe. C lock – chec k that it is properly working for the guest and therapist to c hec k the time. Steam time is recommended for around 20 minutes.


1

Spa Department


How to set the Body Treatment Room Objective This SOP shall ensure that the body treatment room is set correc tly.

Procedure Materials

1. 2. 3. 4. 5. 6. 7. 8.

Massage bed 1 Therap ist stool 1 Floral foot bath 1 Berga mot 5 Kaffir lime 1 Bath matt 2 Foot towels 1 Hot cabinet

9. 1 Eye rest pillow 10. 1 Towel 11. 1 Wooden try 12. 1 Sc rub bowl 13. 1 Mask bowl 14. 1 Moisturizing bowl 15. 1 spatula

Pr o c e d u r e s

1. 2. 3. 4. 5. 6. 7.

1 sliced Bergamot and 5 Kaffir limes are ad de d to the foot floral ba th. 2 Foot towels are p lac ed on the right hand side o f therap ist. 1 Bath matt lies in front of the shower room. 1 Hot c ab inet set with fully hea ted hand towels. 1 Eye rest pillow is set. 1 Bath towel hanging in the front of the shower room. 1 Scrub bowl,1 Mask bowl,1 Moisturizing b owl set


1

Spa Department


How to setup the Massage Bed for Body Treatments Objective This SOP shall ensure that the bed for body treatments is set correc tly.

Procedure Materials

1. 2. 3. 4. 5. 6.

1 Ma ssage bed 1 Bed sheet 2 Bath towels 1 Face towels 1 Fac e c rad le p illow 1 Ankle pillow

Pr o c e d u r e s

1. 2. 3.

Plac e the sheet on top of the massage b ed, followed by a ba th towel as per standard diagram. The sec ond ba th towel is folded as per standa rd and positioned to the bottom centre with a single orchid. Position the nec k pillow with a face c rad le pillow and fac e towel on top.


1

Spa Department


How to setup the Massage Bed for Thai Massage Objective This SOP shall ensure that the bed for Thai massage is set correc tly.

Procedure Materials

1. 2. 3. 4. 5. 6. 7.

1 Mattress 1 Bed sheet 1 Bath towel 1 Face towels 1 Pillow 1 Pillow case 1 Thai Pyjama

Pr o c e d u r e s

1. 2. 3. 4. 5. 6.

Plac e the sheet o n top of the mattress. Put the bath towel on top. Ankle pillow end of the mattress. Put the pillow on top of the mattress. Put the face towel on top of pillow. Lay the Thai Pajama at the end of the da y bed .


1

Spa Department


How to setup the Room for Oil Massage Objective This SOP shall ensure that the room is setup for oil massag e.

Procedure Materials

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

1 Ma ssage bed 1 Tray 1 Relaxing c hair 1 Therapist stool 1 Floral foot bath 1 Bergamot 5 Kaffir lime 1 Bath matt 2 Foot towels 1 Eye rest pillow

Pr o c e d u r e s

1. 2. 3. 4. 5. 6.

Set the massage bed as per standard. Refill warm water in the floral foot bath. Refill berga mot slices. Refill Kaffir lime leafs. Set the two foot towels on the right hand side of the therapist. Set the eye rest pillow with eye rest tray on the right hand side of the gue st pillow.


1

Spa Department


How to setup the Bed for Oil Massage Objective This SOP shall ensure that the bed is setup for oil massag e.

Procedure Materials

1. 2. 3. 4. 5. 6.

1 Ma ssage bed 1 Bed sheet 1 Ankle pillow 1 Bath towel 1 Face towel 1 Fac e c rad le p illow

Pr o c e d u r e s

1. 2. 3. 4.

Fix cover sheet on top of the bed. Bath towel set on top. Fac e towel set on fac e c rad le p illow. Ankle p illow, plac ed on the massage b ed.


1

Spa Department

Standa rd Op erating Proc edure Upda te: 28.08.08 CO-SPA-SOP-031

How to set the Room for Foot Massage Objective This SOP shall ensure that the room is set for foot massag e.

Procedure Materials

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.

1 Ma ssage bed 1 Tray 1 Relaxing c hair 1 Therapist stool 1 Floral foot bath 1 Bergamot 5 Kaffir lime 1 Bath matt 2 Foot towels 1 Hot cabinet 1 Oil massage cup 1 Foot c ream cup 1 Eye rest pillow

Pr o c e d u r e s

1. 2. 3. 4. 5. 6. 7. 8.

Set the massage bed as per standard. Refill warm water in the floral foot bath. Refill berga mot slices. Refill Kaffir lime leafs. 2 Foot towels on the right hand side of the therapist stool. Hot c ab inet with fully warmed foot towels. Foot cream cup and oil massage cup set on the tray. Eye rest pillow is set.


1

Spa Department


How to set the Bed for Foot Massage Objective This SOP shall ensure that the bed is set for foot massag e.

Procedure Materials

1. 2. 3. 4. 5. 6. 7.

1 Ma ssage bed 1 Bed sheet 1 Ankle pillow 1 Bath towel 1 Pillow 1 Pillow Case 1 Face towel

Pr o c e d u r e s

1. 2. 3. 4. 5.

Fix cover sheet on top of the bed. Pillow set with pillow c ase. Hand towel on top of the pillow. Bath towel on the top. Ankle pillow is set massage bed


1

Spa Department


How to set the Bed for Foot Massage Objective This his SO P shall ensur ensure e that that the the bed is set for for foot mas mass sag e.


1. 2. 3. 4. 5. 6. 7.

1 Ma ssa ge b ed 1 Relax Rela xing c hair ha ir 1 Floral Floral foot foo t b a th 5 Kaffir Ka ffir lime 2 Foot towels towe ls 1 Eye Eye rest rest p illow illow 1S Sc c rub bowl bo wl

8. 9. 10. 10. 11. 11. 12. 12. 13. 13.

1 Tra y 1 Therap he rapis istt stoo l 1 Bergamot erga mot 1 Bath matt ma tt 1 Hot c a b inet 1 Ba th towel tow el

Pr o c e d u r e s

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.

Ma ssag e b ed with with full full setup setup a s per pe r standard tand ard 1 Tray ra y 1 Rela Relax xing c hair ha ir 1 Therap he rapis istt cha c hair ir 1 Floral foot bath 1 Berga Bergamot, mot, sli slic c ed, ed , add ad d to foot foo t floral floral ba th 5 Ka Ka ffir ffir lim lime e a dd to foot foo t floral floral ba th 2 Foo Foott towe ls set on o n the right hand ha nd side of Therap Therap ist 1 Ba Ba th matt front front of o f the shower showe r roo m 1H Hot ot c ab inet inet with with fully fully war wa rmed fac e towel tow el 1 Eye Eye rest rest pil p illow low 1S Sc c rub bowl bo wl 1 Bath towel hanging in front of the shower room


1

Spa Department


Ho w to se t the the Be d for Bo Bo d y Sc Sc rub Objective This his SO P shall ensur ensure e that that the the bed is set for for Body od y Sc rub.


1. 2. 3. 4. 5. 6. 7.

1 Ma ssage ag e bed b ed 1 Bed Bed sheet hee t 2 Ba Ba th towel towe l 1 Ankle pil p illow low 1 Fac Fac e c rad le p illow 1 Fa Fa c e towel towe l 1 Pillow

Pr o c e d u r e s

1. 2. 3. 4.

Fix c over shee sheett on top o f the the bed b ed.. Bath towel towe l on top. Fac e towel on fac fac e c rad le pi p illow. llow. Ankle pillow pillow set set on the ma ssag e b ed with with ba th towel on top .


1

Spa Department


Ho w to se t the the Ro o m for Thai ha i He He rb a l Co C o mpre mpre ss M a ssa g e Objective This his SO P shall ensur ensure e that that the the Room Room for the the Thai C ompress ompress mass massag e is is set correc correc tly. tly.


1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.

Ma ssage ag e bed b ed 1 Tray ra y 1 Rela Relax xing c hair ha ir 1 Therapist stool 1 Floral foot bath 1 Bergamot 5 Kaffir lime 1 Bath matt 2 Foo Foott towels tow els 1 Eye Eye rest rest pil p illow low 2H Hot ot her he rb a l cushion cushion c ompr omp ress 1 Hot steamer 1 Small towel

Pr o c e d u r e s

1. 2. 3. 4. 5. 6. 7. 8. 9.

Set the massage as per standard. Refill warm water into the floral foot bath. Refill with ber be rg a mot mo t slices lice s. Refill Ka Ka ffir lime lime lea le a fs. fs. Two Two foot towels are set set on the the ri right hand-si hand-side of o f therapis therapist. t. Eye rest pillows. Two Two hot herba herba l c ushi ushion on compr co mpres ess s. O ne Hot stea steamer mer.. One Small towel (to hold the hot compresses).


1

Spa Department


How to set the Bed for Thai Herbal C ompress Massage Objective This SOP shall ensure that the Bed for the Thai C ompress massag e is set correc tly.

Procedure Materials

1. 2. 3. 4. 5. 6. 7. 8. 9.

Ma ssage bed 1 Bed sheet 1 Bath towel 1 Ankle pillow 1 Face towel 1 Pillow 1 Pillow case 1 Thai Herba l Compress Pyjama 1 Eye rest pillow

Pr o c e d u r e s

1. 2. 3. 4. 5. 6.

Plac e the sheet on the top of the day bed. Bath towel on top. Ankle pillow, set on the ma ssage bed Pillow set on top of the day bed. Face towel set on top of the pillow. Thai Herba l Pajama set at the end of the day bed.


1

Spa Department


How to set the Room for Fac ial Treatments Objective This SOP shall ensure that the Room for Fac ial Treatment is set correc tly.

Procedure Materials

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14.

Ma ssage bed 1 Tray 1 Therapist stool 1 Hot cabinet 1 Facial bowl 10 Piec es of damp c otton 1 Eye make-up remover 1 Facial cleanser 1 Facial toner 1 Fac ial sc rub 1 Facial massage cream 1 Facial mask 1 Eye and lip moisturizer 1 Facial moisturizer c rea m

Pr o c e d u r e s

1. Set the massage bed as per standard 2. One Therapist stool 3. One Hot cabinet with fully warmed hand and face towels inside 4. One Facial bowl 5. Ten pieces of damp c otton 6. Eye make up remover 7. Facial cleanser 8. Facial toner 9. Facial scrub 10. Fac ial massag e cream 11. Facial mask 12. Eye and lip moisturizer 13. Fac ial moisturizer c rea m 14. No. 4-13 set all on the tray


1

Spa Department


How to set the Bed for Fac ial Treatments Objective This SOP shall ensure that the Bed for Fac ial Treatment is set correc tly.

Procedure Materials

1. 2. 3. 4. 5.

Ma ssage bed 1 Bed sheet 1 Ankle pillow 1 Bath towel 3 Face towels

Pr o c e d u r e s

1. 2. 3. 4. 5.

Fix cover sheet on top of the bed. Set the pillow. Fac e towel on top of the pillow. Bath towel on top. Ankle pillow set on the massage bed.


1

Spa Department


How to handle Massage Oil for Oil Treatments Objective This SOP shall ensure that the massage oil used for treatments is properly handled with care.

Procedure Materials

1. 2.

Ma ssage oil Me asure bottle

St a n d a r d

1. 2. 3.

In order to refill massage oil, each type of oil is measured by ceramic bottle, only empty bottles can be re-filled. Never use other measure bottles. Stoc k control is supervised by Spa Ma nager or Assistant/ Supervisor.

Pr o c e d u r e s

1. 2. 3. 4. 5.

Measure 25 ml for regular body massages. For larger persons 30 ml is used. Pump the oil in the oil massag e b ottle a nd p lac e it on a tray. Therap ists will rec ord the massag e oil in the oil rec ord & also sign their name on it. Oil left-over from a massage shall be poured back into its original container for re-use. Dirty bottles are c ollec ted thoroughly clea ned with cleaning liquid.


1

Spa Department


How to welcome a G uest for Treatments Objective This SOP shall ensure that the guest is welcomed ac cording to standa rd.

Procedure 1. 2. 3. 4. 5.

6. 7. 8. 9. 10. 11.

Be ready within 10 minutes prior to scheduled appointment. Standard hotel greeting; “Welcome to the Spa (Name of guest).” Serve welcome drink and cold towel. Ask guest to fill-in the c onsultation form (only for the first time). If the treatment starts later than scheduled, ensure that the guest is informed of the shorter trea tment time; “Dea r Mr. Brown, your trea tment starts 5 minute after sched ule. Unfortunately the o verall trea tment time will be 5 minute shorter.” Verbally identify treatment, duration and location’ “Today you have booked the (treatment name) for the duration of (number) minutes/hour in the (name of treatment room).” Ensure the g uest is rea dy by saying; “Are you ready to start your trea tment?” Ask the guest to follow him/her to the room; “Kindly follow me/ or this way please.” Walk beside the guest in a d ec ent distanc e. Open all doors and allow guest to enter first. Introd uce the therapist; “This is (name of therapist), she/ he is your therapist today.”


1

Spa Department


How to take c are of the G uest during Body Sc rub Treatment Objective This SOP shall ensure that the guest comfort and satisfac tion is met during his/her treatment.

Procedure 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.

Adjust the music and lighting level a s per guest’s likes, music is pre-set o n soft-volume. C hec k guest’s c omfort level throughout the trea tment up his/her satisfac tion. C over the guest with additional sheets or blanket if req uired. Establish and adjust if pressure, temperature changes are needed during the body scrub treatment. Explain draping p roc edures to the guest, lying face-down. Test the water on the guest feet first to ensure that the temperature is ap propriate. Scrub back of the guest’s legs and back. Explain to the guest how to turn over onto their back and hold-up a towel during the turn, covering your vision. Scrub g uest’s arms and upp er chest (collar bo ne a rea ). Explain draping procedure prior to scrubbing the abdomen and ensure that the chest is draped (females only). Ensure all area s of the b ody are scrubb ed; rinsed, gel/lotion was app lied and re-rinsed. Turn off water after scrub is completed and explain last draping proc edures of the service. Assist with guest’s ba ck onto the table after draping proc edures are performed. Explain how guest should position himself/herself back onto the table while their back is turned to you. Apply cream to the guest’s body.

©This mate rial is cop yright protec ted a nd is prop erty of Daniel G. Fuchs and Stephan Faessler. Rep roduc tion without permission is prohibited.

1

Spa Department


How to take care of the Guest after Body Scrub Treatment Objective This SOP shall ensure that guest is taken care of after his/ her treatment.

Procedure 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.

Ensure the trea tment lasts as sched uled. Advice guest to take his/her time sitting-up. Softly advice guest that the body scrub is completed i.e.; “Excuse me (name of guest) I have completed your bo dy scrub, may I assist you in getting you off the table?” Slowly increa se the lighting o r music level. Provide/ Assist in easy ac cess to persona l belong ings or slippers/ rob e when getting off the table. Leave the room to allow guest to dress. Meet guest, escort him/her to the relaxing area/lobby and provide refreshments and product description card with explanation of the products on the card. Ad vise home care produc t program. Rec ommend other trea tments that might be nefit. Advise to re-hydrate and rest prior to entering pools. If produc ts are purcha sed suggest room delivery. Educate about the long-term benefits of this service. Assure guest they are c omfortab le in getting to their next destination a nd e sc ort if possible. If escort is not possible, provide c lear direc tions. Thank the guest for his/ her time spent at the Spa .


1

Spa Department


How to take care of the G uest during Hot Compress Treatment Objective This SOP shall ensure that the guest comfort and satisfac tion is met during his/her treatment.

Procedure 1. 2. 3. 4.

Adjust the music and lighting level a s per guest’s likes, music is pre-set o n soft-volume. C hec k guest’s c omfort level throughout the trea tment up his/her satisfac tion. C over the guest with additional sheets or blanket if req uired. Estab lish and a djust if pressure, temperature changes are need ed during the hot c ompress treatment. 5. Explain draping p roc edures to the guest, lying face-down. 6. Perform massage on eac h pa rt of the bod y, followed b y the hot c ompress. 7. Advice guest of heat transfer procedure before applying, that the hot compress does not burn the guest. 8. Be aware to check the heat of the hot compresses with the inner part of the therapist’s arm or on the nec k (sensitive area ) every time b efore a pp lying to the g uest. 9. The first hot compress ap plied should not lie on the body for too long, as temperature drops the c ompress can lay longer. 10. Advice the guest to not take a shower after the treatment, the guest shall wait for at least 2 or 3 hours to a llow the he rbs from the c omp ress stimulating the skin a nd muscles.


1

Spa Department


How to take c are of the G uest after Hot Compress Trea tment Objective This SOP shall ensure that guest is taken care of after his/ her treatment.

Procedure 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.

Ensure the trea tment lasts as sched uled. Advice guest to take his/her time sitting-up. Softly advice guest that the body scrub is completed i.e.; “Excuse me (name of guest) I have completed your hot compress treatment, may I assist you in getting you off the table?” Slowly increa se the lighting o r music level. Provide/ Assist in easy ac cess to persona l belong ings or slippers/ rob e when getting off the table. Leave the room to allow guest to dress. Meet guest, escort him/her to the relaxing area/lobby and provide refreshments and product description card with explanation of the products on the card. Ad vise home care produc t program. Rec ommend other trea tments that might be nefit. Advise to re-hydrate and rest prior to entering pools. If produc ts are purcha sed suggest room delivery. Educate about the long-term benefits of this service. Assure guest they are c omfortab le in getting to their next destination a nd e sc ort if possible. If escort is not possible, provide c lear direc tions. Thank the guest for his/ her time spent at the Spa .


1

Spa Department


How to set the Room for Thai Herbal Compress Massage Objective This SOP shall ensure that the Room for the Thai C ompress massag e is set correc tly.

Procedure Materials

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.

Ma ssage bed 1 Tray 1 Relaxing c hair 1 Therapist stool 1 Floral foot bath 1 Bergamot 5 Kaffir lime 1 Bath matt 2 Foot towels 1 Eye rest pillow 2 Hot herbal cushion c ompress 1 Hot steamer 1 Small towel

Pr o c e d u r e s

1. 2. 3. 4. 5. 6. 7. 8. 9.

Set the massage as per standard. Refill warm water into the floral foot bath. Refill with bergamot slices. Refill Kaffir lime leafs. Two foot towels are set on the right hand-side of therapist. Eye rest pillows. Two hot herba l cushion compress. One Hot steamer. One Small towel (to hold the hot compresses).


1

Spa Department


How to set the Bed for Thai Herbal C ompress Massage Objective This SOP shall ensure that the Bed for the Thai C ompress massag e is set correc tly.

Procedure Materials

1. 2. 3. 4. 5. 6. 7. 8. 9.

Ma ssage bed 1 Bed sheet 1 Bath towel 1 Ankle pillow 1 Face towel 1 Pillow 1 Pillow case 1 Thai Herba l Compress Pyjama 1 Eye rest pillow

Pr o c e d u r e s

1. 2. 3. 4. 5. 6.

Plac e the sheet on the top of the day bed. Bath towel on top. Ankle pillow, set on the ma ssage bed Pillow set on top of the day bed. Face towel set on top of the pillow. Thai Herba l Pajama set at the end of the day bed.


1

Spa Department


How to set the Room for Fac ial Treatments Objective This SOP shall ensure that the Room for Fac ial Treatment is set correc tly.

Procedure Materials

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14.

Ma ssage bed 1 Tray 1 Therapist stool 1 Hot cabinet 1 Facial bowl 10 Piec es of damp c otton 1 Eye make-up remover 1 Facial cleanser 1 Facial toner 1 Fac ial sc rub 1 Facial massage cream 1 Facial mask 1 Eye and lip moisturizer 1 Facial moisturizer c rea m

Pr o c e d u r e s

1. Set the massage bed as per standard 2. One Therapist stool 3. One Hot cabinet with fully warmed hand and face towels inside 4. One Facial bowl 5. Ten pieces of damp c otton 6. Eye make up remover 7. Facial cleanser 8. Facial toner 9. Facial scrub 10. Fac ial massag e cream 11. Facial mask 12. Eye and lip moisturizer 13. Fac ial moisturizer c rea m 14. No. 4-13 set all on the tray


1

Spa Department


How to set the Bed for Fac ial Treatments Objective This SOP shall ensure that the Bed for Fac ial Treatment is set correc tly.

Procedure Materials

1. 2. 3. 4. 5.

Ma ssage bed 1 Bed sheet 1 Ankle pillow 1 Bath towel 3 Face towels

Pr o c e d u r e s

1. 2. 3. 4. 5.

Fix cover sheet on top of the bed. Set the pillow. Fac e towel on top of the pillow. Bath towel on top. Ankle pillow set on the massage bed.


1

Spa Department


How to handle Massage Oil for Oil Treatments Objective This SOP shall ensure that the massage oil used for treatments is properly handled with care.

Procedure Materials

1. 2.

Ma ssage oil Me asure bottle

St a n d a r d

1. 2. 3.

In order to refill massage oil, each type of oil is measured by ceramic bottle, only empty bottles can be re-filled. Never use other measure bottles. Stoc k control is supervised by Spa Ma nager or Assistant/ Supervisor.

Pr o c e d u r e s

1. 2. 3. 4. 5.

Measure 25 ml for regular body massages. For larger persons 30 ml is used. Pump the oil in the oil massag e b ottle a nd p lac e it on a tray. Therap ists will rec ord the massag e oil in the oil rec ord & also sign their name on it. Oil left-over from a massage shall be poured back into its original container for re-use. Dirty bottles are c ollec ted thoroughly clea ned with cleaning liquid.


1

Spa Department


How to welcome a G uest for Treatments Objective This SOP shall ensure that the guest is welcomed ac cording to standa rd.

Procedure 1. 2. 3. 4. 5.

6. 7. 8. 9. 10. 11.

Be ready within 10 minutes prior to scheduled appointment. Standard hotel greeting; “Welcome to the Spa (Name of guest).” Serve welcome drink and cold towel. Ask guest to fill-in the c onsultation form (only for the first time). If the treatment starts later than scheduled, ensure that the guest is informed of the shorter trea tment time; “Dea r Mr. Brown, your trea tment starts 5 minute after sched ule. Unfortunately the o verall trea tment time will be 5 minute shorter.” Verbally identify treatment, duration and location’ “Today you have booked the (treatment name) for the duration of (number) minutes/hour in the (name of treatment room).” Ensure the g uest is rea dy by saying; “Are you ready to start your trea tment?” Ask the guest to follow him/her to the room; “Kindly follow me/ or this way please.” Walk beside the guest in a d ec ent distanc e. Open all doors and allow guest to enter first. Introd uce the therapist; “This is (name of therapist), she/ he is your therapist today.”


1

Spa Department


How to take c are of the G uest during Body Sc rub Treatment Objective This SOP shall ensure that the guest comfort and satisfac tion is met during his/her treatment.

Procedure 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.

Adjust the music and lighting level a s per guest’s likes, music is pre-set o n soft-volume. C hec k guest’s c omfort level throughout the trea tment up his/her satisfac tion. C over the guest with additional sheets or blanket if req uired. Establish and adjust if pressure, temperature changes are needed during the body scrub treatment. Explain draping p roc edures to the guest, lying face-down. Test the water on the guest feet first to ensure that the temperature is ap propriate. Scrub back of the guest’s legs and back. Explain to the guest how to turn over onto their back and hold-up a towel during the turn, covering your vision. Scrub g uest’s arms and upp er chest (collar bo ne a rea ). Explain draping procedure prior to scrubbing the abdomen and ensure that the chest is draped (females only). Ensure all area s of the b ody are scrubb ed; rinsed, gel/lotion was app lied and re-rinsed. Turn off water after scrub is completed and explain last draping proc edures of the service. Assist with guest’s ba ck onto the table after draping proc edures are performed. Explain how guest should position himself/herself back onto the table while their back is turned to you. Apply cream to the guest’s body.


1

Spa Department


How to take care of the Guest after Body Scrub Treatment Objective This SOP shall ensure that guest is taken care of after his/ her treatment.

Procedure 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.

Ensure the trea tment lasts as sched uled. Advice guest to take his/her time sitting-up. Softly advice guest that the body scrub is completed i.e.; “Excuse me (name of guest) I have completed your bo dy scrub, may I assist you in getting you off the table?” Slowly increa se the lighting o r music level. Provide/ Assist in easy ac cess to persona l belong ings or slippers/ rob e when getting off the table. Leave the room to allow guest to dress. Meet guest, escort him/her to the relaxing area/lobby and provide refreshments and product description card with explanation of the products on the card. Ad vise home care produc t program. Rec ommend other trea tments that might be nefit. Advise to re-hydrate and rest prior to entering pools. If produc ts are purcha sed suggest room delivery. Educate about the long-term benefits of this service. Assure guest they are c omfortab le in getting to their next destination a nd e sc ort if possible. If escort is not possible, provide c lear direc tions. Thank the guest for his/ her time spent at the Spa .


1

Spa Department


How to take care of the G uest during Hot Compress Treatment Objective This SOP shall ensure that the guest comfort and satisfac tion is met during his/her treatment.


Adjust the music and lighting level a s per guest’s likes, music is pre-set o n soft-volume. C hec k guest’s c omfort level throughout the trea tment up his/her satisfac tion. C over the guest with additional sheets or blanket if req uired. Estab lish and a djust if pressure, temperature changes are need ed during the hot c ompress treatment. 5. Explain draping p roc edures to the guest, lying face-down. 6. Perform massage on eac h pa rt of the bod y, followed b y the hot c ompress. 7. Advice guest of heat transfer procedure before applying, that the hot compress does not burn the guest. 8. Be aware to check the heat of the hot compresses with the inner part of the therapist’s arm or on the nec k (sensitive area ) every time b efore a pp lying to the g uest. 9. The first hot compress ap plied should not lie on the body for too long, as temperature drops the c ompress can lay longer. 10. Advice the guest to not take a shower after the treatment, the guest shall wait for at least 2 or 3 hours to a llow the he rbs from the c omp ress stimulating the skin a nd muscles.


1

Spa Department


How to take c are of the G uest after Hot Compress Trea tment Objective This SOP shall ensure that guest is taken care of after his/ her treatment.

Procedure 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.

Ensure the trea tment lasts as sched uled. Advice guest to take his/her time sitting-up. Softly advice guest that the body scrub is completed i.e.; “Excuse me (name of guest) I have completed your hot compress treatment, may I assist you in getting you off the table?” Slowly increa se the lighting o r music level. Provide/ Assist in easy ac cess to persona l belong ings or slippers/ rob e when getting off the table. Leave the room to allow guest to dress. Meet guest, escort him/her to the relaxing area/lobby and provide refreshments and product description card with explanation of the products on the card. Ad vise home care produc t program. Rec ommend other trea tments that might be nefit. Advise to re-hydrate and rest prior to entering pools. If produc ts are purcha sed suggest room delivery. Educate about the long-term benefits of this service. Assure guest they are c omfortab le in getting to their next destination a nd e sc ort if possible. If escort is not possible, provide c lear direc tions. Thank the guest for his/ her time spent at the Spa .


1

Spa Department


How to take care of the G uest during Foot Massage Trea tment Objective This SOP shall ensure that the guest comfort and satisfac tion is met during his/her treatment.

Procedure 1. 2. 3. 4. 5. 6. 7. 8. 9.

Adjust the music and lighting level a s per guest’s likes, music is pre-set o n soft-volume. C hec k guest’s c omfort level throughout the trea tment up his/her satisfac tion. C over the guest with additional sheets or blanket if req uired. Establish and adjust if pressure, temperature changes are needed during the foot massage treatment. Ask for his/her experience in foot massage before, explain all steps if app licable. Draping procedures are explained. At the b eginning of the massage , adjust the p ressure until the guest is satisfied. Wipe the excess oil from the feet otherwise g uest will feel uncomfortab le. Advice the guest not to wash his/her feet after the treatment, the guest shall wait 2 or 3 hours for healing efficiency.


1

Spa Department

Standa rd Op erating Proc edure Upda te: 28.08.08 / O-SPA-SOP-046

How to take c are of the G uest after Foot Massage Trea tment Objective This SOP shall ensure that guest is taken care of after his/ her treatment.

Procedure 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.

Ensure the trea tment lasts as sched uled. Advice guest to take his/her time sitting-up. Softly ad vice guest that the foot massage is completed i.e.; “Exc use me (name of guest) I have completed your foot massage treatment?” Slowly increa se the lighting o r music level. Provide/ Assist in easy ac cess to persona l belong ings or slippers/ rob e when getting off the table. Leave the room to allow guest to dress. Meet guest, escort him/her to the relaxing area/lobby and provide refreshments and product description card with explanation of the products on the card. Ad vise home care produc t program. Rec ommend other trea tments that might be nefit. Advise to re-hydrate and rest prior to entering pools. If produc ts are purcha sed suggest room delivery. Educate about the long-term benefits of this service. Assure guest they are c omfortab le in getting to their next destination a nd e sc ort if possible. If escort is not possible, provide c lear direc tions. Thank the guest for his/ her time spent at the Spa .


1

Spa Department


How to take c are of the Guest during Facial Trea tment Objective This SOP shall ensure that the guest comfort and satisfac tion is met during his/her treatment.

Procedure 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14.

Adjust the music and lighting level a s per guest’s likes, music is pre-set o n soft-volume. C hec k guest’s c omfort level throughout the trea tment up his/her satisfac tion. C over the guest with additional sheets or blanket if req uired. Establish a nd adjust if pressure, temperature chang es are nee ded during the facial treatment. All exc ess make-up is removed completely and gently. Use magnification lamp when observing guest skin type. Explain observation of the skin type and ad vise ap propriate prod ucts that will be used during the fac ial trea tment. Apply and remove cleansers, exfoliates, masks and creams over the entire face and upper chest area in a smooth and rhythmical motion. Ask Guest if they would like an extraction prior to starting. During the mask, inform guest and request permission. Ad vise when you will return and what to do whilst you are gone. Ma ssage the face, neck and shoulder for 10 minutes. Perform a c ontour lifting a nd acupressure ma ssage to the fac e. Explain the chosen a mpoule a nd how/ why it is ap plied.


1

Spa Department


How to take c are of the G uest after Facial Trea tment Objective This SOP shall ensure that guest is taken care of after his/ her treatment.

Procedure 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.

Ensure the trea tment lasts as sched uled. Advice guest to take his/her time sitting-up. Softly advice guest that the facial is completed i.e.; “Excuse me (name of guest) I have c ompleted your fac ial treatment?” Slowly increa se the lighting o r music level. Provide/ Assist in easy ac cess to persona l belong ings or slippers/ rob e when getting off the table. Leave the room to allow guest to dress. Meet guest, escort him/her to the relaxing area/lobby and provide refreshments and product description card with explanation of the products on the card. Ad vise home care produc t program. Rec ommend other trea tments that might be nefit. Advise to re-hydrate and rest prior to entering pools. If produc ts are purcha sed suggest room delivery. Educate about the long-term benefits of this service. Assure guest they are c omfortab le in getting to their next destination a nd e sc ort if possible. If escort is not possible, provide c lear direc tions. Thank the guest for his/ her time spent at the Spa .


1

Spa Department


How to serve a hot Tea and fresh Fruit after Treatment Objective This SOP shall ensure that hot tea a nd fresh fruits are served after treatment.

Materials 1. 2. 3.

Hot tea Fresh fruits plate, toothpick, paper napkin


Tea is being served in the guest rec eption area/ lobby. Fruits are chilled and fresh. When the therapist has completed the treatment and the guest gets dressed, take the hot tea and fruits to the table at the rec eption a rea . Offer refreshments; “(description and healing effects of the tea served), please enjoy.”


1

Spa Department


How to c lea n the Spa Rec eption Area Objective This SOP shall ensure that the Spa Reception Area is tidy.

Materials 1. 2. 3.

C leaning Tool - Mo p, Wiper Wet and dry cleaning towel G arba ge plastic bag

Procedure 1. 2. 3. 4. 5. 6. 7.

Area smells clean and fresh, enhanced with aromas from the aroma oil burner. Counter is clean and organized. Floor is clean. Spa entranc e is cleaned. G arbag e bins are emptied, clean a nd polished. Setting area is c lean and neat, maga zines are arranged, c ushions or pillows are well presented, dust free. Lights are clean.


1

Spa Department


How to c lea n the Spa Public Area Objective This SOP shall ensure that the Spa p ublic A rea is clean and tidy.

Materials 1. 2. 3.

Floor C leaning Shampoo & Mop Floor wiper Plastic garba ge ba g

Procedure Frequent chec k and c lean during the day by spa attendant. 1. 2. 3. 4. 5. 6. 7.

Floor must be clean a nd dry. Tiles clean and polished. Wipe off dust on the floor first. Clean floor by dry mop (wooden floor). Empty garbag e. Floor must be clean a nd dry. Sofa and pillow are dusted and organized.


1

Spa Department


How to clea n the Spa Locker Room Objective This SOP shall ensure that the Spa p ublic A rea is clean and tidy.

Materials 1. 2.

C leaning Shampoo & sponge Refill amenities

Procedure 1. 2.

With the beginning of the day, frequent checks and the cleaning every hour by spa attendant is performed. After a guest has used the loc ker room, toilet and/ or shower, attendant is to c hec k as follows; • •

• • • • • • • • • • • • • • • • • • • • • • • • • • •

Area smells clean a nd fresh, enhanced with aroma from the a roma oil burner. Setting area is clean and neat, magazines are arranged, cushions or pillows are well presented. Music and light has the c orrec t volume. Mirrors are c lean. Vanity and sink area is clean. Fixtures are polished. Floors are clean. Loc ker do ors are c losed. Garbage b ins are clean and p olished. Towels are stocked. Counter is clean and organized. Full selec tion of amenities. Amenities are stoc ked & c omplete. Toilet must be flushed and cleaned. Seat is clean and plac ed d own. Sufficient toilet tissue is available. Toilet rolls dispensers are cleaned a nd full. Toilet and all fixtures are in good shape. Floor must be c lean a nd dry. Ensure nothing has been left behind by the guest. Any towels are to be removed and plac ed in the provided laundry trolley. Foot mat is clean and neat in ap pearance. Bath foam, shampoo and conditioner is replaced. Shower amenities are filled and ready for the next guest. Shower smells clean a nd fresh. Shower walls are clean/ mildew free. Shower tiles are c lean and po lished. Shower is in good shape. Shower dispensers or product bottles are clean and newly-looking.


1

Spa Department


How to c lea n the Toilet and Shower Objective This SOP shall ensure that the Spa toilet and shower is cleaned after use.

Materials 1. 2.

C leaning Shampoo & sponge Refill amenities

Procedure • • • • • • • • • • • • • • • • • •

Toilet must be flushed and clean. Seat is clean and plac ed d own. Sufficient toilet tissue is available. Toilet roll dispensers are cleaned a nd full. Sanitary bin in female toilet must be clean and tidy with lid secured. Toilet and all fixtures are good shape. Floor must be c lean a nd dry. Ensure nothing has been left behind by the guest. Any towels are to be removed and plac ed in provide laundry trolley. Foot mat is clean and neat in ap pearance. Bath foam, shampoo a nd c onditioner are replac ed. Shower amenities are filled and ready for the next guest. Shower smells clean a nd fresh. Shower walls are clean/ mildew free. Shower tiles are c lean and po lished. Shower curtain is clean and fresh. Shower is in good shape. Shower dispensers or product bottles clean new looking.


1

Spa Department


How to empty and c lea n the Bathtub Objective This SOP shall ensure that the bathtub is cleaned a fter use.

Materials 1. 2. 3. 4.

Plastic basket Bowl C leansing Shampoo & sponge C leansing Towels to d ry the bathtub


The Therap ist is to remove all flower petals from the tub by using the plastic ba sket and put in a bowl, ready for the next spa bath session. Discard a ny flowers that are spoilt and can not be used aga in. Empty the water from the tub and ensure the drain is not blocked with petals or other items. After the tub ha s finished emptying, scrub, clean and dry the tub.


1

Spa Department


How to c lea n the Trea tment Room Objective This SOP shall ensure that the treatment room is clean and spotless after use. Room needs to be clean by the Therapist after ea ch treatment, the deep cleaning is by the spa attendant at the beginning of the d ay.

Materials 1. 2. 3.

Cleaning Shampoo Refill amenities such as shower cap, disposal underwear, etc. Towels in various types to refill

Procedure/ Standard 1. 2. 3. 4. 5. 6. 7. 8.

9. 10. 11. 12. 13. 14. 15. 16. 17. 18.

New massage b ed sheet New fac e towel for fac e c rad le Shower cap Dispo sable underwea r Shower G el Shampoo Towel in various types C leansing G el & Sponge Tip: Amenities that are p ac ked, Therap ist must check they do not tea r, some tear the p ac kag e to look inside but do not use it (if tear, replace). C hange the bed sheet & face cradle Set towels on the massage bed. Re-set a menities such as; shower ca p, d ispo sable underwea r. C lean the c ounter. C lean the; fac e basin, mirror, bath tub, shower roo m – walls, etc., wipe water out with dry towels. Set a ll facilities in order. If there is water, oil, scrub article, etc on the treatment room, Therapists need to wipe-out and mop the floor too. Fill towels in pantry. Restroom, Therapist needs to clean a nd dry it, also refilling of the tissue. Before leaving the room make sure the room is clean and dry. Take the dirty towels ba ck to the towel collec ting area (in the pa ntry room).


1

Spa Department


How send soiled Laundry Objective This SOP shall ensure that dirty/soiled laundry is collec ted and replac ed with new laundry da ily.

Materials 1. 2.

Daily C hec king Towel Rec ord Dirty towels in varieties; body, face, feet, foot mat, bed sheet, etc.

Procedure/ Standard 1. 2.

Each day dirty towels are sent to the Laundry two times. The first time is at 17:00, and a t the end o f the night in ac c orda nce to hygiene a nd workload of the Laundry depa rtment. 3. 2 people are in charge if there is a full load, normally one person to delivery towels back to the laundry trolley. 4. Daily Chec king Towel Record is used at all times. 5. Daily C hec king towel has C olumns of date, type of towels, guest pyjama, bed sheet, delivery rec ord, etc. 6. C lassify each type of towel by grouping them together. 7. C ounting and recording of the correc t number into the Daily Checking Towel Rec ord. 8. C ollec t all towels and send to Laundry. 9. Laundry Associate signs in the Daily Checking Towel Record delivery column, with the correct qua ntity rec eived. 10. Received Record at Laundry - Therapist signs in Received Record when receiving of new laundry.


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Spa Department


How to rec eive and store Spa Laundry Objective This SOP shall ensure that laundry is rec eived properly and stored a ccordingly.

Materials 1. 2.

Daily towel record sheet Towels

Procedure/ Standard 1. 2. 3. 4. 5. 6.

Morning shift therap ist collec ts towels from the laundry. C hec k the da ily towel rec ord sheet by Columns of; date, type of towels, guest Pyjama, bed sheet, delivery rec ord, etc . (Laund ry chec king form) From laundry, therapist will collec t towels and others. Therap ist will check the towels a nd others in order to complete the Daily C hecking Towel Record. At the storage room, all delivery items arte moved to the storag e area . Each type of towel is set in its section, such as; body towel, face towel, feet towel. The new arrival is placed at the back of the older towel; therefore therapist will use the towel in the FIFO cycle.


1

Spa Department


How to Setup for Manic ure and Pedicure Trea tment Objective This SOP shall ensure that all equipment for manicure and pedicure is set according to standa rd and in ad vance.

Materials • • • • • • • • • • • • •

Pro-Pusher 2 in 1 Balance Fad e Awa y Cuticle C are Love C uticle C are G rey Fox Pro-File Sand Shark Pro-Buffer Essential Oil Plus Manicure Brush Pro Shiner Hand c ream Quick dry spray Tissue / C otton wool / Towel / Foot and Hand Bowl Lighting

Procedure/ Standard 1. 2. 3. 4. 5. 6. 7.

Before the treatment, Therapist needs to set the station with products and equipment needed. Setup layout de pending on the Hotel’s/Resort’s standard. All equipment should be placed in a basket. Hand Towel is set as a hand support pillow. Warm water filled in the bowl for soaking. Lighting is set a nd tested. C hair for the guest is in prop er position and cond ition.


1

Spa Department


How to take c are of the G uest during Manicure a nd Na il polish Objective This SOP shall ensure that the guest comfort and satisfac tion is met during his/her treatment.

Procedure 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14.

Adjust the music and lighting level a s per guest’s likes, music is pre-set o n soft-volume. C hec k guest’s c omfort level throughout the trea tment up his/her satisfac tion. Ask the guests if they have had a manicure b efore. If guest never has had a manicure, Therap ist explains the servic e to the guest and lets the guest know what to expec t. Ask to ensure regarding the guest’s expec tation abo ut the trea tment. Offer refreshments coffee/tea or water, juice etc. Ask for any allergies. C leaned off all excess old na il polish to prepare the na ils for service. C lean-up guest nails and cuticles. Explain the different nail procedures. Offer hand and arm massage. Offer a full rang e o f nail polish c ollec tion. Start with c leaning the nail’s plate with polish remover. Ensure the result of the manicure is met or exceeded.


1

Spa Department

Standa rd Op erating Proc edure Upda te: 28.08.08 CO-SPA-SOP-072

How to take c are of the G uest after Manicure a nd Na il polish Objective This SOP shall ensure that guest is taken care of after his/ her treatment.

Procedure 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.

Ensure the trea tment lasts as sched uled. Advice guest to take his/her time sitting-up. Softly advice guest that the manicure and na il polish trea tment is c ompleted i.e.; “Exc use me (name of guest) I have completed your manicure?” Slowly increa se the lighting o r music level. Provide/ Assist in easy ac cess to persona l belong ings or slippers/ rob e when getting off the table. Meet guest, escort him/her to the relaxing area/lobby and provide refreshments and product description card with explanation of the products on the card. Ad vise home care produc t program. Rec ommend other trea tments that might be nefit. If produc ts are purcha sed suggest room delivery. Educate about the long-term benefits of this service. Assure guest they are c omfortab le in getting to their next destination a nd e sc ort if possible. If escort is not possible, provide c lear direc tions. Thank the guest for his/ her time spent at the Spa .


1

Spa Department


How to take c are of the G uest during Pedic ure a nd Na il polish Objective This SOP shall ensure that the guest comfort and satisfac tion is met during his/her treatment.

Procedure 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.

Adjust the music and lighting level a s per guest’s likes, music is pre-set o n soft-volume. C hec k guest’s c omfort level throughout the trea tment up his/her satisfac tion. Ask the guests if they have ha d a pedicure b efore. If guest never has had a manicure, Therap ist explains the servic e to the guest and lets the guest know what to expec t. Offer refreshments; coffee/ tea or water, juice e tc. Ask for any allergies. C lean-off all excess of old nail polish to prep are the na ils for service. C lean-up guest nails and cuticles. Explain the different nail procedures. Offer hand and arm massage. Offer a full rang e o f nail polish c ollec tion. Inform guest to remove a ll jewelry before starting with the na il polish. Start with c leaning the nail’s plate with polish remover. Ask any other trea tments after this ped icure service. Ensure a result of the pedicure is met or exceeded.


1

Spa Department


How to take c are of the G uest after Ped ic ure a nd Na il polish Objective This SOP shall ensure that guest is taken care of after his/ her treatment.

Procedure 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.

Ensure the trea tment lasts as sched uled. Advice guest to take his/her time sitting-up. Softly advice guest that the pedicure and nail polish treatment is completed i.e.; “Excuse me (name of guest) I have c ompleted your pedicure?” Slowly increa se the lighting o r music level. Provide/ Assist in easy ac cess to persona l belong ings or slippers/ rob e when getting off the table. Meet guest, escort him/her to the relaxing area/lobby and provide refreshments and product description card with explanation of the products on the card. Ad vise home c are produc t program. Rec ommend other treatments that might be nefit. If products are purchased suggest room delivery. Educate about the long-term benefits of this service. Assure guest they are c omfortab le in getting to their next destination a nd e sc ort if possible. If escort is not possible, provide c lear direc tions. Thank the guest for his/ her time spent at the Spa (.


1

SOP - Spa

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