SPA TREATMENT Leading Quality Assurance (LQA) Standards 2023
SPA TREATMENT STANDARD RESERVATIONS 1 Was the guest greeted or acknowledged within 90 seconds upon entering the spa or if a booking was made by telephone was the call answered within 3 rings with an appropriate greeting or in the case of digital communication, responded to within 3 minutes? EFFICIENCY 2 If an online spa booking facility was available, was it easy to navigate and book a treatment? EFFICIENCY 3 Did the employee clarify the exact treatment required (i.e. type, duration)? EFFICIENCY 4 If the booking was made within 24 hours, did the employee confirm therapist's gender at the time of booking and was this adhered to? SERVICE 5 If asked, was the reception employee knowledgeable about the treatments and spa facilities? SERVICE 6 Did the employee obtain the guest's name and room/contact number and repeat details of the booking? EFFICIENCY 7 Was a confirmation subsequently received and did it include spa etiquette and cancellation policy? SERVICE 8 Did the employee advise the guest what time to arrive for the treatment and promote spa facilities, if available (i.e. pool, sauna, etc)? SERVICE ARRIVAL 9 When entering the spa was there a sense of arrival that was calm and serene (e.g. through light, sound and scent)? PRODUCT 10 Was there a designated employee present upon arrival? SERVICE 11 Did the employee confirm the guest's appointment details (i.e. type and length of treatment)? EFFICIENCY 12 For first time guests, did the employee offer to escort the guest to the changing rooms and explain the layout and facilities? SERVICE 13 Were appropriate size bathrobes and slippers provided and were they clean and in good condition? PRODUCT 14 During the arrival process was the guest made aware of how he/she should be attired for the selected treatment? EFFICIENCY 15 Did the employee advise the guest of the sequence of events (i.e. where to go once changed)? SERVICE THE TREATMENT 16 Was the therapist available as per the booking time? EFFICIENCY 17 If the therapist was not available at the booking time, was an apology subsequently offered? EFFICIENCY 18 Did the therapist greet the guest and introduce herself/himself? SERVICE 19 Did the therapist reconfirm the type and duration of the treatment booked? EFFICIENCY 20 Did the therapist carry out a personal health consultation or review the guest's health form, where applicable, prior to the treatment? SERVICE ©LQA 2022 Page 1
21 Did the therapist advise the oil/scent to be used for signature treatments or give the guest a choice of oils/scent for a non-signature massage? SERVICE 22 Was privacy given during disrobing and the treatment? SERVICE 23 Was there visual/verbal indication of spa employees washing hands prior to and following each treatment? CLEANLINESS 24 Did the therapist ensure that the guest was comfortable and that the room temperature was acceptable before commencing with the treatment? SERVICE 25 With a massage was a bolster or rolled towel placed under the guest's ankles while on his/her front and under the knees while on his/her back, or the treatment bench adjusted if applicable? SERVICE 26 Was an eye pad/face towel offered when guest turned on to their back (n/a for facials) and were proper draping techniques used? SERVICE 27 Was the guest appropriately covered with towels or sheets? SERVICE 28 In the case of a massage did the therapist confirm that the pressure was comfortable for the guest on two occasions during the treatment? SERVICE 29 Was the treatment free of any interruptions and outside noise? SERVICE 30 Was soothing/relaxing music played at an appropriate volume or natural environmental sounds, where applicable (rustling leaves, ocean if outdoor)? SERVICE 31 Did the treatment begin and end on time and last for the full duration? EFFICIENCY 32 Upon completion of the treatment, did the therapist ascertain the guest's satisfaction and provide post treatment advice (i.e. drink lots of water, skin care advice, etc.)? SERVICE 33 Was a choice of beverage offered upon completion of the treatment or available in the relaxation room? SERVICE 34 Were all food and beverage items offered in non-plastic packaging/containers? SUSTAINABILITY 35 Was local mineral water or hotel filtered bottled water promoted? SUSTAINABILITY 36 Was the guest escorted back to the lounge, changing/locker room or reception area and thanked? SERVICE 37 Did the treatment received reflect what was advertised? SERVICE 38 Was the treatment room and relaxation room (if applicable) clean and well presented with all of the fresh linen/towels clean and in excellent condition? CLEANLINESS 39 Was the bill clearly itemized and correct and if presented, in a clean billfold (or similar) that was in good condition? EFFICIENCY 40 Did the employee offer a sincere farewell at the end of the conversation and show appreciation? SERVICE EMOTIONAL INTELLIGENCE 41 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? EMOTIONAL INTELLIGENCE 42 Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? EMOTIONAL INTELLIGENCE 43 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? EMOTIONAL INTELLIGENCE 44 Did the employee use the guest's name naturally and discreetly without overusing it? EMOTIONAL INTELLIGENCE 45 Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required? EMOTIONAL INTELLIGENCE 46 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? EMOTIONAL INTELLIGENCE 47 Did the employee adapt to a changing situation and/or guest's need? EMOTIONAL INTELLIGENCE 48 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? EMOTIONAL INTELLIGENCE 49 Did an employee personalize the interaction in any way and engage the guest as an individual? EMOTIONAL INTELLIGENCE 50 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? EMOTIONAL INTELLIGENCE 51 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? EMOTIONAL INTELLIGENCE 52 Did employees maintain alert postures and respect the guest's presence when interacting with each other? EMOTIONAL INTELLIGENCE ©LQA 2022 Page 2
53 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? EMOTIONAL INTELLIGENCE TOTAL NO. OF STANDARDS 53 ©LQA 2022 Page 3