Standard Operation Procedures *********** Rooms Division Spa & Recreation Agenda
1. Reception 1. 01 Opening Procedures 1. 02 Sales Inquiry 1. 03 Telephone Inquiries 1. 04 Guest, Member Reservation 1. 05 Welcome, Check-In 1. 06 Inquiries 1. 07 Info & Product Knowledge 1. 08 Personal Presentation 1. 09 Consultation To Customer 1. 10 Upset Guests 2. Changing Area 1. 01 Guest Interaction 2. 02 Handling Complaints 2. 03 Info & Product Knowledge 2. 04 Personal Presentation 2. 05 Telephone Inquiry 3. Treatment Area 3. 01 Check - In 3. 02 Beauty Assessment 3. 03 Handling Complaints 3. 04 Info & Product Knowledge 3. 05 Personal Presentation 3. 06 Telephone Inquiries 4. Club 4. 01 Membership Information 4. 02 Show Around Procedure 4. 03 Joining Procedure 4. 04 Renewal Correspondence
5. Gym 5. 01 Opening Procedures 5. 02 Welcome & Registration 5. 03 Closing Procedure 5. 04 Designing A Fitness Program 5. 05 Fitness Training 5. 06 Health & Safety 6. Swimming Pool 6. 01 Equipment 6. 02 Handling Telephone Enquiries 6. 03 Health & Safety 6. 04 Information 6. 05 Opening Procedures 6. 06 Supervision 7. Towel Counter 7. 01 Opening Procedures 7. 02 Issuing Towels 7. 03 Closing Procedures 7. 04 Inventory Control 7. 05 Replenishing Towels 8. Beach 8. 01 Opening Procedures 8. 02 Closing Procedures 8. 03 Closing Procedure B 8. 04 Information 8. 05 Welcoming & Serving Guests 8. 06 Equipment 8. 07 Equipment & Lifeguard 8. 08 Health & Safety 8. 09 Swimming Area Supervision 8. 10 Volleyball, Soccer Field
9. Water Sports 9. 01 Opening Procedures 9. 02 Closing Procedures 9. 03 Handling Guest Inquiries 9. 04 Handling Emergencies 9. 05 Organizing Water Sport Activities 9. 06 Organizing Water Sport Lessons 9. 07 Weather Forecasting 10. Penguin Club 10. 01 Opening Procedures 10. 02 Arrival Experience 10. 03 Closing Procedures 10. 04 Closing Procedures B 10. 05 Facilities & Equipment 10. 06 Handling Activities 10. 07 Healthy & Safety 10. 08 Program & Publicity 11. Spa 11. 01 Opening Procedures 11. 02 Closing Procedures 11. 03 Inventory Control 11. 04 Handling Booking Inquiries 11. 05 Handling Payment 11. 06 Health & Safety 11. 07 Treatment Procedures 11. 08 Staffing
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 1.01 DEPARTMENT : Spa TASK: At The Reception Desk JOB TITLE: Check-In EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY The member or hotel guest is acknowledged on arrival with eye contact and a warm smile, he/she receives a verbal greeting Good Morning/Afternoon/Eve ning SIR/MAMDAM or followed by the name (if it is known The member or hotel guest is asked politely for their membership card or room card, followed by signing in the system for registering purpose. If the member or hotel guest forgets to bring his/her card, explain that it’s the club policies that they produce their valid membership cards/room key card if not, the club reserves the right to refuse entry. In situation where the members, apartment or hotel guest forget to bring their CARD for the first time, let them in but tell them that next time we will not be so flexible. Record the particulars of the members, apartment or hotels guests name, date and time in the receptionist communication book and let your team members know about this Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 1.02 DEPARTMENT : Spa & Recreation TASK: Walk-In – Sales Inquiry JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. The hotel guest and member is acknowledged on arrival with eye contact and a warm smile 2. The hotel guest and member receives a verbal greeting Good Morning/Afternoon/Evening followed by “how can I help you” 3. If the hotel guest and member wishes to make inquiries on our m’ship, treatments or services, the receptionist will invite him/her to take a sit at the waiting lounge and inform him/her that the respective consultant will attend to him/her shortly 4. The beauty or fitness consultant shall be informed 5. If the hotel guest and member has been waiting for more than 3 minutes, approach and apologize for the delay and assure him/her that the consultant is on the way 6. Consultants must apologize upon meeting the hotel guest and member and offer some refreshments. The respective consultant/asst. manager will fulfill the following: Greet the hotel guest and member with a friendly smile and introduce yourself, your name, position etc Fitness or beauty consultants will apply the procedure standards. (Refer to prospects walk in procedure standards) The hotel guest and member are thanked for visiting and shall be escorted to the elevator to see him/her off before returning to the respective working area Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 2 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: S.1.1 DEPARTMENT : Spa & Recreation TASK: JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY If the hotel guests and members have been waiting for more than 3 minutes, approach and apologize for the delay and assure him/her that the consultant is on the way. Consultants must apologize upon meeting the customer and offer some refreshments. 9. If the hotel guests and members wish to make a reservation or inquiry on our treatments or services the receptionist or consultant will Explain the price, duration & type of treatment available. Recommend and up-sell our popular and unique treatments to the hotel guests and members. Inform the hotel guests and members on our discounts and promotion that is currently available. All reservation, cancellation, late policy and policy for men procedures must be explained (Refer to the spa etiquette procedures) Reconfirm to the hotel guests and members on his/her appointment time, membership/room number, treatment price and the type of treatment. The hotel guests and members are thanked and wished, a pleasant day. 9. All hotel guests and members must be informed and reminded 30 minutes before their appointment time and recommend that they come in 30 minutes to take a shower or sauna before the treatment begins. 10. If the hotel guest and member checked in late for his/her treatment appointment (less than 15 minutes), they can still continue their treatment but inform him/her that the treatment will only last for 45 minutes if there is a full booking. 11. If the hotel guest and member is late for more than 15 min. (on a full booking) explain to him/her politely that due to time constrain, she/he can postpone the treatment, or continue the treatment with a shorter time (full charges applies) or select another type of treatment which accommodates the remaining time. Guest Expectation: PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 1.03 DEPARTMENT : Spa & Recreation TASK: Handling Telephone Inquiries JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. All telephone calls must be answered within 3 ringing tones. 2. All calls must be answered with a smile on your face and say good morning/afternoon/evening (Name of Spa & Health Club), (Name of receptionist) speaking, can I help you? With a clear and concise voice. 3. If the telephone rings while you are attending to a guest and if there is another consultant, he/she shall answer that call. If you are alone please apologize to the guest pick up the phone within 3 rings and apply the telephone standards. (Refer to telephone procedure standards) 4. The caller’s name is used and efforts must be made to address and remember the hotel guest’s and member’s name. 5. All inquiries and reservation requirements must be established and recorded down on the reservation book/system or message book. 6. All calls and messages must be channeled to the correct person or department. If the person or department is not available, take down the name, contact number with the message, repeat it over to confirm the message is correct and apologize for the delay 7. Ensure all messages are channeled to their respective person or department. 8. All callers must be thanked at the end of the conversation with a smile. 9. All calls that are not channeled properly, kept on hold or disconnected, an apology must be given when the caller calls back. Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 2 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: S.1.1 DEPARTMENT : Spa & Recreation TASK: Handling Telephone Inquiries JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 10. All calls on hold must be given an apology every 1 minutes and an explanation given for the delay. 11. If the telephone call inquiry relates to a potential sale of membership or treatment package, the caller is: - - Inform him/her that you will transfer his/her call to the respective consultant. - Inform the respective consultant regarding the inquiry before putting the call through. - If any caller is kept on hold on the telephone for more than 1 minute please apologize for the delay. - Once the caller is put through the respective consultant must apologize if the customer has been put on hold for 1-2 minutes - If the respective consultant is not available, inform the prospect caller if he/she would like to leave a message or to give his/her and contact number and inform him/her that the respective consultant will call back. 12. If it is a member or hotel guest who wish to make a reservation or inquiry on our treatment the receptionist will: - Explain on the type, duration and price of the treatment that is available. - Recommend and up-sell our popular and unique treatments to - the guests (refer to spa menu & current promotion details) - Inform the hotel guests and members on our discounts and promotions that are currently available. - All reservation, cancellation, late policy and policy for men procedures must be explained (Refer to the spa etiquette procedures) - Reconfirm to the hotel guests and members on his/her appointment time, m’ship/room number, treatment price and the type of treatment - The hotel guests and members are thanked and wished, a pleasant day Guest Expectation: PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 1.04 DEPARTMENT : Spa & Recreation TASK: Hotel Guest – Member Reservation JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 13. All telephone calls must be answered within 3 ringing tones. 14. All calls must be answered with a smile on your face and say good morning/afternoon/evening (Name of Spa & Health Club), (Name of receptionist) speaking, can I help you? With a clear and concise voice. 15. If the telephone rings while you are attending to a guest and if there is another consultant, he/she shall answer that call. If you are alone please apologize to the guest pick up the phone within 3 rings and apply the telephone standards. (Refer to telephone procedure standards) 16. The caller’s name is used and efforts must be made to address and remember the hotel guest’s and member’s name. 17. All inquiries and reservation requirements must be established and recorded down on the reservation book/system or message book. 18. All calls and messages must be channeled to the correct person or department. If the person or department is not available, take down the name, contact number with the message, repeat it over to confirm the message is correct and apologize for the delay 19. Ensure all messages are channeled to their respective person or department. 20. All callers must be thanked at the end of the conversation with a smile. 21. All calls that are not channeled properly, kept on hold or disconnected, an apology must be given when the caller calls back. Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 2 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: S.1.1 DEPARTMENT : Spa & Recreation TASK: Handling Telephone Inquiries JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 22. All calls on hold must be given an apology every 1 minutes and an explanation given for the delay. 23. If the telephone call inquiry relates to a potential sale of membership or treatment package, the caller is: - - Inform him/her that you will transfer his/her call to the respective consultant. - Inform the respective consultant regarding the inquiry before putting the call through. - If any caller is kept on hold on the telephone for more than 1 minute please apologize for the delay. - Once the caller is put through the respective consultant must apologize if the customer has been put on hold for 1-2 minutes - If the respective consultant is not available, inform the prospect caller if he/she would like to leave a message or to give his/her and contact number and inform him/her that the respective consultant will call back. 24. If it is a member or hotel guest who wish to make a reservation or inquiry on our treatment the receptionist will: - Explain on the type, duration and price of the treatment that is available. - Recommend and up-sell our popular and unique treatments to - the guests (refer to spa menu & current promotion details) - Inform the hotel guests and members on our discounts and promotions that are currently available. - All reservation, cancellation, late policy and policy for men procedures must be explained (Refer to the spa etiquette procedures) - Reconfirm to the hotel guests and members on his/her appointment time, m’ship/room number, treatment price and the type of treatment - The hotel guests and members are thanked and wished, a pleasant day Guest Expectation: PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 1.05 DEPARTMENT : Spa & Recreation TASK: Welcome & Check-In JOB TITLE: Spa EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. Any hotel guests and members walking past your working area or waiting to be served by you must be greeted and acknowledged (How are you) with a warm smile at all times, regardless of your situation with another staff or guests. 2. Hotel guests and members are acknowledged on arrival with eye contact and a warm smile (Even if there is a receptionist) 3. Hotel guests and members receive a verbal greeting Good Morning/Afternoon/Evening follow by May I help you? 4. The hotel guest’s and member’s name is used. (Efforts must be made to address and remember the hotel guest’s and member’s name) 5. Ask the hotel guests and members politely if this is his/her first time using the facility. If he/she is a first time user the beauty or fitness consultant will be called to show and escort the first time hotel guests and members to the respective location he/she is going 6. Hotel guests and members are asked politely for their membership card or room key card, inform them to sign in/out on the club log book. (If guest or members refuse to sign in please do it for them after they have left the reception). 7. If the hotel guests and members bring along an unregistered guest, explain the terms and conditions politely, followed by the charges. (Refer to the guest fee charge list) All hotel guests and members details on the screen must be checked and verified. Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 2 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: S.1.1 DEPARTMENT : Spa & Recreation TASK: Welcome & Check-in JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 8. If there is a query regarding the hotel guest’s and member’s account or status, invite the guest to the waiting area to be seated inform the fitness or beauty consultant or Asst. manager to handle the hotel guests and members. If the hotel guests and members have been waiting for more than 3 minutes, approach and apologize for the delay and assure him/her the consultant is on the way. 9. Locker keys are presented to the hotel guests and members with both hands, inform him/her that the locker attendants are available in the changing area if they require any additional assistance. Guest Expectation: PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 1.06 DEPARTMENT : Spa & Recreation TASK: Guest/Member Inquiries JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 10. The hotel guests and members are acknowledged on arrival with eye contact and a warm smile 11. The hotel guests and members receive a verbal greeting Good Morning/Afternoon/Evening follow by how can I help you. 12. While attending to hotel guests and members at the reception and the telephone rings, if there is a consultant, he/she shall answer that call. If you are alone please apologize to the hotel guests and members, pick up the phone and apply the telephone handling procedure standards. (Refer to telephone handling procedure standards) 13. The hotel guests and members name is used. (Efforts must be made to address and remember the hotel guest’s and member’s name) 14. All inquiries or reservation shall be dealt with promptly and accurate information shall be given to the hotel guests and members. (Refer to the Reservation/appointment checklist) 15. When encountered with a problem for any inquiries and reservations, an apology must be given followed by informing the assistant manager to assist you. 16. All inquiries and reservation must be “up-sell” to our most popular and exclusive services. 17. Any inquiries or reservation that is made by a first time user that relates to a potential sale of membership or treatment package, the hotel guests and members shall be: Asked for their name and the nature of the enquiry appointment/booking Offered a seat in the lounge/waiting area The beauty or fitness consultant shall be informed followed by informing the hotel guests and members customer that the consultant will be with him/her shortly Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 2 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: S.1.1 DEPARTMENT : Spa & Recreation TASK: JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY If the hotel guests and members have been waiting for more than 3 minutes, approach and apologize for the delay and assure him/her that the consultant is on the way. Consultants must apologize upon meeting the customer and offer some refreshments. 9. If the hotel guests and members wish to make a reservation or inquiry on our treatments or services the receptionist or consultant will Explain the price, duration & type of treatment available. Recommend and up-sell our popular and unique treatments to the hotel guests and members. Inform the hotel guests and members on our discounts and promotion that is currently available. All reservation, cancellation, late policy and policy for men procedures must be explained (Refer to the spa etiquette procedures) Reconfirm to the hotel guests and members on his/her appointment time, membership/room number, treatment price and the type of treatment. The hotel guests and members are thanked and wished, a pleasant day. 9. All hotel guests and members must be informed and reminded 30 minutes before their appointment time and recommend that they come in 30 minutes to take a shower or sauna before the treatment begins. 10. If the hotel guest and member checked in late for his/her treatment appointment (less than 15 minutes), they can still continue their treatment but inform him/her that the treatment will only last for 45 minutes if there is a full booking. 11. If the hotel guest and member is late for more than 15 min. (on a full booking) explain to him/her politely that due to time constrain, she/he can postpone the treatment, or continue the treatment with a shorter time (full charges applies) or select another type of treatment which accommodates the remaining time. Guest Expectation: PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 1.07 DEPARTMENT : Spa & Recreation TASK: Info & Product Knowledge JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. The features and services of the hotel and club, including current in-house promotions and any current or future offer is fully understood and positively promoted 2. Accurate information is given to hotel guests and members on their privileges and benefits as well as any services or features of our club and hotel. 3. The club and hotel’s telephone number must be known. 4. The membership benefits, privileges and all services are known and are positively explained to give value to the membership 5. Clear and concise directions are given to the hotel guests and members regarding the location of the club and hotel 6. The name and roles of key in-house person are known. 7. All Fire points and exits are known and emergency and evacuation procedures are understood and practiced 8. The club’s equipment name and products must be known 9. If in doubt, always consult the supervisor or the assistant manager Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 2 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: S.1.1 DEPARTMENT : Spa & Recreation TASK: JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY If the hotel guests and members have been waiting for more than 3 minutes, approach and apologize for the delay and assure him/her that the consultant is on the way. Consultants must apologize upon meeting the customer and offer some refreshments. 9. If the hotel guests and members wish to make a reservation or inquiry on our treatments or services the receptionist or consultant will Explain the price, duration & type of treatment available. Recommend and up-sell our popular and unique treatments to the hotel guests and members. Inform the hotel guests and members on our discounts and promotion that is currently available. All reservation, cancellation, late policy and policy for men procedures must be explained (Refer to the spa etiquette procedures) Reconfirm to the hotel guests and members on his/her appointment time, membership/room number, treatment price and the type of treatment. The hotel guests and members are thanked and wished, a pleasant day. 9. All hotel guests and members must be informed and reminded 30 minutes before their appointment time and recommend that they come in 30 minutes to take a shower or sauna before the treatment begins. 10. If the hotel guest and member checked in late for his/her treatment appointment (less than 15 minutes), they can still continue their treatment but inform him/her that the treatment will only last for 45 minutes if there is a full booking. 11. If the hotel guest and member is late for more than 15 min. (on a full booking) explain to him/her politely that due to time constrain, she/he can postpone the treatment, or continue the treatment with a shorter time (full charges applies) or select another type of treatment which accommodates the remaining time. Guest Expectation: PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 1.08 DEPARTMENT : Spa & Recreation TASK: Personal Presentation JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. Always smile and maintain a happy and cheerful face 2. Always say how do you do whenever you meet fellow colleagues and customers 3. Remain courteous and polite at all times 4. Maintain a straight standing posture at all times 5. Maintain a calm and non-hectic or chaotic behavior at all times. 6. Do not speak or reply to hotel guests and members in local dialects, use only English or Mandarin language 7. Do not eat, drink, smoke or chew gum at all times 8. Do not engage in distracting, personal chat or horseplay at all times 9. Do not keep hands in pockets, folded arms or slouching postures. 10. Do not shout or speak loudly at all times 11. Do not giggle or pass any remarks or comments in Thai language. Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 1.09 DEPARTMENT : Spa & Recreation TASK: Consultation To Customer JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. All customers upon signing up as a fitness/beauty member or purchase any beauty package shall be advised on the following Offer customers some refreshments Always maintain a soft spoken voice Smile and maintain a happy and cheerful face. Address customers by their name Ask the customer politely to take a photo or he/she ma choose to give us a photo of himself/herself Show customers the membership welcome pack and explain all the inserts, spa etiquettes, types of Explain all the membership benefits, privileges, procedures, rules and regulations, terms and conditions followed by arranging an appointment for the customer’s fitness or beauty assessment and reservation for the follow up. treatments etc Customers shall be offered an appointment at a time convenient to them All pre-caution and contra-indication procedures with regards to the treatment or assessment shall be explained clearly Customers shall be escorted to the cashier for payments Customers shall be thanked and escorted to the elevator after each transaction Consultants shall wait for the customers to leave, until the elevator door closes before returning to his/her workplace Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 1.10 DEPARTMENT : Spa & Recreation TASK: Upset Guest JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. When encountered with an angry or upset hotel guest and member, quickly apologize on behalf of the club and inform the assistant manager or supervisor immediately 2. Politely ask the hotel guest and member to take a sit at the private room and automatically offer him/her some refreshments to calm him/her down 3. Always smile and keep calm 4. Upon assistant manager or supervisor’s arrival, he/she will meet the guest 5. Assistant manager or supervisor will introduce him/herself and apply the standard procedure (Refer to complaint handling procedure standards) Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 2 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: S.1.10 DEPARTMENT : Spa & Recreation TASK: Upset Guests JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY If the hotel guests and members have been waiting for more than 3 minutes, approach and apologize for the delay and assure him/her that the consultant is on the way. Consultants must apologize upon meeting the customer and offer some refreshments. 9. If the hotel guests and members wish to make a reservation or inquiry on our treatments or services the receptionist or consultant will Explain the price, duration & type of treatment available. Recommend and up-sell our popular and unique treatments to the hotel guests and members. Inform the hotel guests and members on our discounts and promotion that is currently available. All reservation, cancellation, late policy and policy for men procedures must be explained (Refer to the spa etiquette procedures) Reconfirm to the hotel guests and members on his/her appointment time, membership/room number, treatment price and the type of treatment. The hotel guests and members are thanked and wished, a pleasant day. 9. All hotel guests and members must be informed and reminded 30 minutes before their appointment time and recommend that they come in 30 minutes to take a shower or sauna before the treatment begins. 10. If the hotel guest and member checked in late for his/her treatment appointment (less than 15 minutes), they can still continue their treatment but inform him/her that the treatment will only last for 45 minutes if there is a full booking. 11. If the hotel guest and member is late for more than 15 min. (on a full booking) explain to him/her politely that due to time constrain, she/he can postpone the treatment, or continue the treatment with a shorter time (full charges applies) or select another type of treatment which accommodates the remaining time. Guest Expectation: PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 1.11 DEPARTMENT : Spa & Recreation TASK: Fitness Testing JOB TITLE: Gym EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Complete a comprehensive fitness test To enable the fitness program to be evaluated, it is essential to do some form of ' fitness test' at the commencement of the training program. This will give both the trainer and guest an indication of the guests fitness level and also a benchmark to measure from. The scope of the test will be dependant upon the skills and knowledge of the trainer and the equipment available. ' Static’ tests should include: resting heart rate; body composition; basal metabolic rate; blood pressure; forced vital capacity; forced expiratory volume (1 second); efficiency of forced expiratory ratio and peak flow. ' Dynamic tests should include muscular strength & endurance tests (e.g. abdominal curls) and oxygen uptake Fitness testing is carried out by qualified and experienced instructors. Pre - test protocols should be observed and a disclaimer should be completed and signed by the guest for dynamic tests Guest Expectation Effective fitness testing carried out by qualified and experienced instructors PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 3 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 1.12 DEPARTMENT : Spa & Recreation TASK: Grooming JOB TITLE: Spa EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Neat and proper uniform Well-trimmed hair Shoes Name badges MALE) Uniforms: No items of the uniform should be worn outside the hotel premises except on the way from the hotel to the staff accommodation Uniforms are changed daily Uniforms are well pressed No stains or tears on uniforms Personal hygiene: Bathe/shower daily Use breath fresheners especially if you smoke Use deodorants frequently Hair: Must be clean and well-kept at all times Avoid extreme hair styling such as unnatural hair coloring Must be short and cut above ears and neck on regular basis Shaving: Shave daily before coming to work Beards and goatees are not allowed Moustache must be kept neat and trimmed over the lip Fingernails must be: Clean, Short and Well-trimmed Shoes: Sports shoes, white, no bright colours Must be kept clean and polished at all times Badges: The name badge must be worn at all times on the left-hand side Guest Expectation Personnel are well groomed PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 2 of 3 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: S.1.1 DEPARTMENT : Spa & Recreation TASK: Grooming JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Glasses No jewellery Socks: White sports socks at all times Watches: Should be of a standard nature NO brightly colored or fluorescent watches NO chunky straps allowed Glasses: Glasses if required must be of moderate design and size They must be of natural color Earrings: Earrings are NOT permitted Nose rings studs are NOT permitted Nose studs are NOT permitted Rings: One ring of discreet design and a wedding ring if applicable Tattoos: Must never be seen FEMALE) Personal hygiene: Bathe/shower daily Use breath fresheners especially if /you smoke Use deodorants frequently Hair: Must be clean and well-kept at all times Avoid extreme hair styling such as unnatural hair coloring and bleaching Should be neatly tied away from the face Hair shoulder-length and below has to be tied back at all times Hair accessories are only permitted when they enhance a neat appearance Hair accessories must compliment the uniform color Guest Expectation: PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 3 of 3 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: S.1.2 DEPARTMENT : Spa & Recreation TASK: Grooming JOB TITLE: At the reception area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Fingernails: Keep them at a moderate length and neatly manicured Only light nail color is allowed Shoes: White sports shoes Always clean and dry Badges: The name badge must be worn at all times on the left-hand side Tights: ONLY skin color tights are to be worn Jewellery: Rings: One on each hand (two if married), either on middle or ring finger Chains: One small thin necklace chain is allowed. Watch: - Should be of a standard nature - NO brightly colored or fluorescent watches permitted - NO chunky straps allowed Earrings: - One pair of non-dangling earrings is acceptable - These should not be longer than 1cm in diameter - Nose rings and nose stud are NOT allowed Makeup: - Should always be worn to compliment uniform - Only light makeup to be applied - Do not use excessive perfume Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 2.01 DEPARTMENT : Spa TASK: Guest Interactions JOB TITLE: Male & Female Changing Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. Any hotel guest and member walking past your working area or waiting to be served by you must be greeted and acknowledged “How are you?” with a warm smile always regardless of your situation with another staff – guest. 2. The hotel guests and members are acknowledged on arrival with eye contact and a warm smile followed by a verbal greeting “Good Morning/Afternoon/Evening follow by can I help you?” 3. The hotel guest’s and member’s name is used and effort must be made to address and remember the guest’s and member’s name 4. Ask the hotel guests and members politely if this is his/her first time using the facility. If he/she is a first time user, attendants are to show him/her around the changing area & explain the facilities & services provided 5. All hotel guests and members shall be served with the following He/she shall be assisted to the locker they were assigned to and assisted with opening their locker. One pair of clean slippers and two towels is to be provided. His/her shoes will be brought to the shoe rack and inform him/her that their shoes shall be cleaned or polished (compliments from the management) Ask if he/she requires any bathrobes He/she shall be offered refreshment drinks available from the water cooler located at the club. 6. The hotel guests - members shall receive relevant & accurate responses to any question that may be asked regarding the changing area 7. During servicing, the hotel guest’s and member’s belonging are carefully handled and placed tidily in the location in which they were found 8. Effort shall be made to ensure that the hotel guests and members feel relaxed in the changing area Guest Expecta tion PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 2 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: S.1.6 DEPARTMENT : Spa TASK: Guest Interaction JOB TITLE: Male & Female Changing Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 9 Effort shall be made to ensure first time users feel welcomed and to constantly assist them. The location of the showers, steam rooms, gymnasium, swimming, lockers etc. must be explained to the hotel guests and members and first time users 10. All hotel guest’s and member’s unsafe or anti-social behavior in the changing area must be monitored. Attendants must take steps to ensure that such behavior is prohibited and reported to the manager. 11. On leaving the changing rooms while hotel guests and members are still around, ensure the door is closed quietly and securely 12. Be observant and assist each hotel guest’s -member’s need & requirement. 13. Always be stationed at entrance & ready to receive any hotel guest-member 14. Constantly ask the hotel guests and members if they require any fresh towels when serving in the wet area 15. Offer hotel guests and members cold towels to freshen up upon coming out of the sauna, steam or jacuzzi. 16. Check and balance all amenity supplies on a weekly basis, if in sufficient requisite them every Monday 17. Assist hotel guests and members to switch on the Jacuzzi blower when you see him/her using the Jacuzzi 18. Offer to heat up the sauna with the water bucket and ladle for the hotel guests and members when he/she uses the sauna 19. If a hotel guest and member requests for any form of massage or treatment, please ensure the following: Show the hotel guest and member our massage menu and recommend our popular massages/treatments. Offer them a complimentary drink when they confirm the suggested treatment/massage. Guest Expecta tion PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 3 of 3 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: S.1.6 DEPARTMENT : Spa TASK: Guest Interaction JOB TITLE: Male & Female Changing Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Inform him/her that we require 5 to 10 minutes to arrange and prepare the treatment/massage for them. Bring him/her to the relaxation area to wait for his/her treatment. Inform him/her and bring him/her to the therapist once the treatment is ready 20. When hotel guests and members leave the area, always say goodbye and thank them for coming. Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 2.02 DEPARTMENT : Spa TASK: Handling Complaints JOB TITLE: Male & Female Changing Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. When encountered with an angry or upset hotel guest and member, quickly apologize on behalf of the club and inform the assistant manager or supervisor immediately 2. Politely ask the hotel guest and member to take a sit at the private room and automatically offer him/her some refreshments to calm him/her down 3. Always smile and keep calm 4. Never ever argue with the guests!!!!! 5. Upon assistant manager or supervisor’s arrival, he/she will meet the guest. 6. Assistant manager or supervisor will introduce him/herself and apply the standard procedure (Refer to complaint handling procedure standards Guest Expecta tion PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 2.03 DEPARTMENT : Spa TASK: Information & Product Knowledge JOB TITLE: Male & Female Changing Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. The features and services of the hotel and club, including current in-house promotions and any current or future offer is fully understood and positively promoted. 2. Accurate information is given to hotel guests and members on their privileges and benefits as well as any services or features of our club and hotel 3. The club and hotel’s telephone number must be known 4. The membership benefits, privileges and all services are known and are positively explained to give value to the membership 5. Clear and concise directions are given to the hotel guests and members regarding the location of the club and hotel 6. The name and roles of key in-house person are known 7. All Fire points and exits are known and emergency and evacuation procedures are understood and practiced 8. The club’s equipment name and products must be known. 9. If in doubt, always consult the supervisor or the assistant manager. Guest Expecta tion PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 2.04 DEPARTMENT : Spa TASK: Personal Presentation JOB TITLE: Male & Female Changing Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. Always smile and maintain a happy and cheerful face 2. Always say how do you do whenever you meet fellow colleagues and customers 3. Remain courteous and polite at all times 4. Maintain a straight standing posture at all times 5. Maintain a calm and non-hectic or chaotic behavior at all times 6. Do not speak or reply to hotel guests and members in local dialects, use only English or Mandarin language 7. Do not eat, drink, smoke or chew gum at all times 8. Do not engage in distracting, personal chat or horseplay at all times 9. Do not keep hands in pockets, folded arms or slouching postures. 10. Do not shout or speak loudly at all times 11. Do not giggle or pass any remarks or comments in another dialect at all times Guest Expecta tion PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 2.05 DEPARTMENT : Spa TASK: Handling Telephone Inquiries & Reservations JOB TITLE: Male & Female Changing Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 9. All telephone calls must be answered within 3 ringing tones 10.Calls must be answered with a smile on your face and say good morning/afternoon/evening (name of Spa & Health Club), (Name of receptionist) speaking, can I help you? With a clear and concise voice. 11.If the telephone rings while you are attending to a guest and if there is another instructor, he/she shall answer that call. If you are alone please apologize to the guest, pick up the phone within 3 rings and apply the telephone standards. (Refer to telephone procedure standards) 12.The caller’s name is used and efforts must be made to address and remember the hotel guest’s and member’s name 13.All inquiries and reservation requirements must be transferred to the reception. 14.All calls and messages must be channeled to the correct person or department. If the person or department is not available, take down the name, contact number with the messages, repeat it over to confirm the message is correct and apologize for the delay 15.All callers must be thanked at the end of the conversation with a smile 16.An apology must be given to all calls that is not channel properly, put on hold or disconnected when the caller calls back 17.All calls on hold must be given an apology every 1 minutes and an explanation given for the delay. 18. The caller is thanked and wished, a pleasant day Guest Expecta tion PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 3.01 DEPARTMENT : Spa TASK: Treatment Check In Interactions During Treatm. JOB TITLE: Beauty & Massage EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. Any hotel guest and member walking past your working area or waiting to be served by you must be greeted and acknowledged “How are you?” with a warm smile at all times, regardless of your situation with another staff or guest. 2. The hotel guests and members are acknowledged on arrival with eye contact and a warm smile followed by a verbal greeting Good Morning/Afternoon/Evening (For Chinese speaking guest greet in Chinese) 3. The hotel guest’s and member’s name is used to confirm his/her appointment. (Therapists/masseuse must check the hotel guest’s and member’s name and what treatment is requested) 4. Ask the hotel guest and member politely if this is his/her first time having a treatment and if it is their first time, extra care, attention and explanation of the treatment or services is highly required. 5. All hotel guests and members having a treatment shall be served with the following: To be escorted to the treatment room and assisted throughout the journey. To open doors and guide the hotel guests and members. (example; please follow me this way etc…) Robes, slippers, towels shall be provided, followed by offering new fresh clean ones if his/her is already wet and soiled before or during the treatment All slippers, robes, towels and hotel guests and members belongings shall be placed neatly under the bed and at the counter top. To offer refreshment drinks tea or water including fragrant cold or hot towels. Politely inform the hotel guests and members about the treatment care procedures and leave the room for the guest to disrobe and lie down on the bed. (Refer to the treatment care procedure Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: S.1.2 DEPARTMENT : Spa TASK: Treatment Check In Interactions During Treatm. JOB TITLE: Beauty & Massage EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Knock on the door gently and politely and ask for permission to come in. Apply towel-draping procedures Therapist/masseuse must politely ask if the hotel guests & members feel comfortable, lights to bright, music too loud temperature too cold etc… and if they require any other assistance before commencing the treatment Observe, maintain eye contact and make the hotel guests and members feel comfortable and relaxed Politely ask if the treatment strokes, techniques or pressure is comfortable during the treatment. 1. After completing their treatment all hotel guests and members shall be served the following: Wake a hotel guest and member up politely and gently informing her/him that the treatment has been completed To assist the hotel guests and members up from the lying position and bring their slippers and belongings to them. Offer the hotel guests and members refreshments (drinks, tea or water) again. Politely ask the hotel guests and members if the treatment was comfortable and relaxing. Present the bill to the hotel guest and member and inform her/him where to sign the bill. Upon signing the bill inform him/her politely that you will be waiting outside the treatment room, when he/she is ready to leave Leave the room and wait for the hotel guest and member to change. Escort him/her to the location where she wants to go. When finished, the hotel guest and member is thanked and wished a pleasant day 2. Therapists must ensure that the privacy of the hotel guests and members are observed: Flip the treatment in progress signage when preparing for treatment, flip back after completing treatment. Never knock, try to open or speak to another therapist that is doing treatment. Ensure that the treatment doors are locked before commencing the treatment Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 3.02 DEPARTMENT : Spa TASK: Beauty Assessment & Orientation JOB TITLE: Treatment Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. The hotel guests and members are acknowledged on arrival with eye contact and a warm smile 2. The hotel guests and members receive a verbal greeting Good Morning/Afternoon/Evening followed by may I help you? 3. The hotel guest’s and member’s name is used. (Efforts must be made to address and remember the guest’s and member’s name) 4. Begin the assessment or orientation by explaining the procedures and requirements politely. 5. Make sure the hotel guests and members are at ease at all times 6. Proceed with the assessment or orientation. 7. Any question from hotel guests and members is answered politely and accurately. If unable to answer the question, do not say, “I don’t know” but say you will get back to him/her or refer him/her to your immediate superior 8. Once completed the hotel guests and members are thanked and wished, a pleasant day Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 3.03 DEPARTMENT : Spa TASK: Handling Complaints JOB TITLE: Treatment Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. When encountered with an angry or upset hotel guest and member, quickly apologize on behalf of the club and inform the assistant manager or supervisor immediately 2. Politely ask the hotel guest and member to take a sit at the private room and automatically offer him/her some refreshments to calm him/her down。 3. Always smile and keep calm 4. Upon assistant manager or supervisor’s arrival, he/she will meet the guest 5. Assistant manager or supervisor will introduce him/herself and apply the standard procedure (Refer to complaint handling procedure standards Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 3.04 DEPARTMENT : Spa TASK: Information And Product Knowledge JOB TITLE: Treatment Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 19. The features and services of the hotel and club, including current inhouse promotions and any current or future offer is fully understood and positively promoted. 20. Accurate information is given to hotel guests and members on their privileges and benefits as well as any services or features of our club and hotel. 21. The club and hotel’s telephone number must be known 22. The membership benefits, privileges and all services are known and are positively explained to give value to the membership 23. Clear and concise directions are given to the hotel guests and members regarding the location of the club and hotel 24. The name and roles of key in-house person are known 25. All Fire points and exits are known and emergency and evacuation procedures are understood and practiced 26. The club’s equipment name and products must be known. 27. If in doubt, always consult the supervisor or the assistant manager Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 3.05 DEPARTMENT : Spa TASK: Personal Presentation JOB TITLE: Treatment Area EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. Always smile and maintain a happy and cheerful face 2. Always say “how do you do?” whenever you meet fellow colleagues and hotel guests and members. 3. Remain courteous and polite at all times 4. Maintain a straight standing posture at all times 5. Maintain a calm and non-hectic or chaotic behavior at all times 6. Do not speak or reply to hotel guests and members in local dialects, use only English or mandarin language 7. Do not eat, drink, smoke or chew gum at all times 8. Do not engage in distracting, personal chat or horseplay at all times 9. Do not keep hands in pockets, folded arms or slouching postures 10. Do not shout or speak loudly at all times 11. Do not giggle or pass any remarks or comments in another dialect at all times Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 3.06 DEPARTMENT : Spa TASK: Handling Telephone Inquiries & Reservation JOB TITLE: Beauty & Massage EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 28.All telephone calls must be answered within 3 ringing tones 29.All calls must be answered with a smile on your face and say good morning/afternoon/evening (Name of Spa & Health Club), (Name of receptionist) speaking, can I help you? With a clear and concise voice Good Morning/afternoon/evening，ZENSES SPA Jason Speaking May I help you?” 30.If the telephone rings while you are attending to a guest and if there is another instructor he/she shall answer that call. If you are alone please apologize to the guest, pick up the phone within 3 rings and apply the telephone standards. (Refer to telephone procedure standards) 31.The caller’s name is used and efforts must be made to address and remember the hotel guest’s and member’s name. 32.All inquiries and reservation requirements must be transferred to the reception. 33.All calls and messages must be channeled to the correct person or department. If the person or department is not available, take down the name, contact number with the message, repeat it over to confirm the message is correct and apologize for the delay. 34.Ensure all messages are channeled to their respective person or department 35.All callers must be thanked at the end of the conversation with a smile 36.All calls that are not channeled properly, kept on hold or disconnected, an apology must be given when the caller calls back 37.All calls on hold must be given an apology every 1 minutes and an explanation given for the delay 38.hotel guest and member is thanked and wished, a pleasant day Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 4.01 DEPARTMENT : Spa & Recreation TASK: Membership Information JOB TITLE: Club Membership EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Keep guest informed on what is happening in the club. Membership information system is updated and includes total number of members type of membership (gold and silver) membership category( family, couple, single) companies (corporate membership) Percentage of new and renewed membership on a monthly basis. Number of adults, children, ages, nationality, gender, companies and date of birth Contacts details, address, residence tel. no., mobile no. and e-mail address should be used to develop database. Information regarding the club and its activities should be provided to the member on a regular basis. Members to receive a newsletter at least on a quarterly basis. Guest Expectation: To be kept informed of all new activities in the club PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 4.02 DEPARTMENT : Spa & Recreation TASK: Show Around Procedures JOB TITLE: Club Membership EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Show around is courteous and informative. Show-around all the health club facilities and give information about the club Upon arrival, greet guest “Welcome to the …… Health Club” Obtain the business card of the guest and use the name of the potential member during the conversation and find out information about the guest needs or family needs and desires. Organize or conduct the show-around in an appropriate time of the day when members using the facilities are not disturbed. Provide the potential member with a membership pack including membership form, membership rates, weekly passes for members guest, all program information and special promotions. Complete the show-around, explain every area and aspect of the club with special emphasize on the particular need of the potential member eg. Penguin club for families ( 4-12 year old) At the conclusion of the show-around sit down with potential member, offer them drinks/beverage and ask if they have any suggestions or questions about the club. Inform the potential member that we will ring them within 3 to 5 days and ask what time/day is convenient. Follow up calls Guest Expectation: To feel welcome Friendly Service Courteous Prompt and helpful Have complete knowledge of facilities and membership requirements PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 4.03 DEPARTMENT : Spa & Recreation TASK: Joining Procedures JOB TITLE: Club Membership EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Membership procedures are quick and efficient to enable the guest to use the facilities as soon as possible Process the membership application immediately Have the member complete the membership form. A member has to provide one photo for each applicant. Receive the membership payment from the guest (cash/cheque/credit cards) Provide the guests with the receipt Enter the membership details into the computer to get the membership number. Process the membership with the Accounts department and provide the membership cards within 48 hours. Include a welcome letter with the membership card. The welcome letter should welcome the member to the club, includes information, procedures of the club and the benefits of membership. Follow up, should be made 14 days after the membership commence to get the member’s feedback or comments. Guest Expectation: Guest can start using the club facilities as soon as possible. PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 4.04 DEPARTMENT : Spa & Recreation TASK: Renewal Correspondence JOB TITLE: Club Membership EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Send renewal letter every month. Call the guest. One month prior to expiry of a membership, renewal letter to be sent to the member This renewal letter is to thank the member for their patronage and advise the renewal rates for the following year, should they wish to renew their membership. One week prior to the membership expiry the membership secretary should contact the guest by telephone to find out if they wish to renew their membership. Should they not wish to rejoin, the membership secretary will find out why, try to resolve it and record this on the exit log. Should the member be undecided about renewal until the expiry date, then the membership secretary should contact the member on the appropriate time to find out if they wish to renew or not. Guest Expectation: Membership renewal is anticipated. PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 5.01 DEPARTMENT : Spa & Recreation TASK: Opening Procedures JOB TITLE: Gym EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY The Gym is clean and ready 15 minutes before the opening hour. Prepare for the arrival of the guests The gymnasium is ready for operation 15 minutes before the opening time Collect gymnasium keys from security office Collect gymnasium logbook from the club reception. Read log book & follow-up any pending requests Open the gymnasium and disable the alarm system Turn on lights for the gymnasium Turn on the sound system for the gymnasium. Adjust as appropriate Turn on the power for cardiovascular machines Turn on the power for the television monitors / cardio theatre. Guest Expectation . The gym be ready for use at the advertised time PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 2 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: G.1.1 DEPARTMENT : Spa & Recreation TASK: Opening Procedures JOB TITLE: Gym EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Adjust television monitors as necessary Check that all free weights / plates are in the correct position Check all areas of the gym for condition and cleanliness. Inform duty engineer of any action required. Note this on the opening checklist Check all cardiovascular machines for condition and cleanliness. Inform duty engineer / appropriate fitness equipment supplier of any action required. Note this on the opening checklist Check all resistance machines for condition and cleanliness. Inform duty engineer / appropriate fitness equipment supplier of any action required. Note this on the opening checklist Ensure that there is the required supply of towels, wet face towels and drinking water available for the guests in the gymnasiums Check that the guest sign in sheet is available Turn on lights for the locker rooms and relaxation areas. Check rooms / areas for condition and cleanliness. Inform duty engineer of any action required. Note this on the opening checklist Check sauna, steam, Jacuzzi and/ or Hammam pools for condition and cleanliness. Inform duty engineer of any action required. Note this on the opening checklist. Check aerobics studio for condition and cleanliness. Inform duty engineer of any action required. Note this on the opening checklist Complete & sign the gymnasium-opening checklist. File the checklist in the appropriate file. Guest Expectation: PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 5.02 DEPARTMENT : Spa & Recreation TASK: Welcome & Registration JOB TITLE: Gym EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY All guests are welcomed warmly upon arrival. Welcome guests when they arrive at the gym Ensure the guest completes a health/ medical questionnaire to determine that it is safe for them to train. Advise the guest about the use of the equipment and facilities at the gym Greet guest by saying " good morning / afternoon, welcome to the health club, my name is XXX, how may i assist you" Always address guest by name at least twice during the conversation. Ask the guest to complete and sign the 'gym guest register' form. This will include: name / room number/ medical status / time of visit. Assist the guest in completing a ' par q medical status' questionnaire before they use the gymnasium. Note that if the guest indicates a (yes) answer to one of the seven questions, they should consult a doctor prior to undertaking an exercise program. Instructor should inform colleagues of any known conditions relating to the guest to ensure that they are also aware. Assist guests in completing a ' health & fitness goals' questionnaire. Using this information develop an individualized training program for the guest dependant upon their needs, wants, time availability, etc Advise the guest that they may have to complete an induction with one of the instructors to enable them to fully understand the equipment in the gymnasium and the correct use of the sauna, steam, and Jacuzzi and pools. Guest Expectation: Courteous, knowledgeable, polite and helpful staff welcoming them to the gym PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 5.03 DEPARTMENT : Spa & Recreation TASK: Closing Procedures JOB TITLE: Gym EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Close the gym and prepare for the next day The closing time of the gym / health club should be 30 minutes before the end of the instructors shift ends to enable effective closure. Turn off the sound system for the gymnasium. Turn off the power for cardiovascular machines Turn off the power for the television monitors / cardio theatre. Check all areas of the gym for condition and cleanliness. Inform duty engineer of any action required. Note this on the closing checklist and gym logbook. Check all cardiovascular machines for condition and cleanliness. Inform duty engineer / appropriate fitness equipment supplier of any action required. Note this on the closing checklist and gym logbook Check all resistance machines for condition and cleanliness. Inform duty engineer / appropriate fitness equipment supplier of any action required. Note this on the closing checklist and gym log book Check that all free-weights / plates are in the correct position. Prepare the guest sign in sheet for the following day. Guest Expectation PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 2 of 2 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: G.1.5 DEPARTMENT : Spa & Recreation TASK: Closing Procedures JOB TITLE: Gym EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Check sauna, steam, Jacuzzi and/ or Hammam pools for condition and cleanliness. Inform duty engineer of any action required. Note this on the closing checklist, and in the gym logbook. Check aerobics studio for condition and cleanliness. Inform duty engineer of any action required. Note this on the closing checklist and in the gym logbook. Turn off lights for the locker rooms and relaxation areas. Check rooms / areas for condition and cleanliness. Inform duty engineer of any action required. Note this on the closing checklist and in the gym logbook. Any incidents and / or accidents that occurred during the day should be recorded in the logbook. Completed incident / accident forms (and back-up information) should be sent to the relevant departments. Hotel nurse, duty manager & recreation manager should be informed. Complete & sign the gymnasium-closing checklist. File the checklist in the appropriate file. Return the gymnasium logbook to the club reception. Lock the club and set the intruder alarm. Return the gymnasium keys to the hotel security office. Guest Expectation: PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 5.04 DEPARTMENT : Spa & Recreation TASK: Designing A Fitness Program JOB TITLE: Gym EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY The guests have individual training needs and therefore different programs as required. Provide an effective, individualized fitness program Assist guest in completing a ' health & fitness goals' questionnaire. Using this information develop an individualized training program for the guest dependant upon their needs, wants, time availability etc Enter the program on the ' program card’, which should be specific to the gymnasium. Ensure that the workout includes the following components: warm up; main set of aerobic and/or resistance; cool down; stretch. The program should be effective. Ensure that the type / frequency / intensity / duration and rest is appropriate to the muscles / energy systems that the guest wishes to develop. For specialist programs, e.g. split routines, intervals, and body - for- life programs and rehabilitation programs, a specific program card should be developed by the instructor who must be qualified and experienced in that particular area. Inform the guest of the tips relating to their fitness training “ always warm up and cool down at the beginning and end of the workout. Always check the weights and the seat, leg or arm adjustments before using the resistance machines. When using free weights, always try to train with a partner to assist with spotting and support; do not lock out any of your joints; always stretch once you have finished your program. Hold your stretch for 8-12 seconds; Guest Expectation: An effective fitness program that will allow him / her to achieve their fitness goals PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 5.05 DEPARTMENT : Spa & Recreation TASK: Fitness Training JOB TITLE: Gym EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Complete a comprehensive fitness test To enable the fitness program to be evaluated, it is essential to do some form of ' fitness test' at the commencement of the training program. This will give both the trainer and guest an indication of the guests fitness level and also a benchmark to measure from. The scope of the test will be dependant upon the skills and knowledge of the trainer and the equipment available. ' Static’ tests should include: resting heart rate; body composition; basal metabolic rate; blood pressure; forced vital capacity; forced expiratory volume (1 second); efficiency of forced expiratory ratio and peak flow. ' Dynamic tests should include muscular strength & endurance tests (e.g. abdominal curls) and oxygen uptake Fitness testing is carried out by qualified and experienced instructors. Pre - test protocols should be observed and a disclaimer should be completed and signed by the guest for dynamic tests Guest Expectation: Effective fitness testing carried out by qualified and experienced instructors PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date: