Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 11.05 DEPARTMENT : Spa & Recreation TASK: Handling Payment JOB TITLE: Spa EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Receive payment Ask the guest the mode of payment (cash, card or room charges) Make the invoice Name (Mr/s) Treatment Total Amount Room no.(room charge) Type of payment Guest signature Put the name of therapist below the receipt Get the payment and give the invoice to the club reception for processing Give an invoice copy to the guest Thank the guest and say goodbye. To have a hassle free payment process To be charged accurately without errors. PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 11.05 DEPARTMENT : Spa & Recreation TASK: Health & Safety JOB TITLE: Spa EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Check all areas Take security measures. Ensure that consultation form is filled. Check all areas are free from defects All equipment are kept clean and sterilized Ensure guests report, accident interview report and customer complaint form is always available. Ensure all guest fill in consultation form and sign it prior to treatment Children under the age of 16 must not be in the Spa Always check on guest regularly having hydrotherapy baths. Never leave guest, alone in the treatment room Check all electrical equipment is in good working condition before operation. First Aid kit should always be properly stocked, readily available If there is any electrical fault inform Engineering for immediate repair. The Spa area is neat, clean and hygienic PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 11.07 DEPARTMENT : Spa & Recreation TASK: Treatment Procedures JOB TITLE: Spa EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Prepare the room Check cleanliness Replenish stocks Greet guests and introduce yourself In case of a delay Check that rooms are well stocked and prepare for the days treatment Check hygiene and cleanliness between treatments Fresh towels on beds, change towels for every guest. Greet the guests with smile and introduce yourself by name. Assist the guests in preparing for the treatment. Check the time, therapist and treatment room no. Therapist will assist the guest in consultation and answer questions. Check regularly that guest is comfortable. Keep other conversation to a minimum unless led by guest. Inform spa reception of problems or if running late with treatment. Assist guests out of the treatment room to reception area for checking out. Assist the guest with retail or any sales. Check the booking sheet for requested new appointment times Set up for next guest. Spa receptionist will inform the guest and apologies for the delay, inform new estimated time and thank the guest. Treatment rooms are clean and well stocked A professional and effective treatment conducted by specialist The guest expects to be informed PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date:
Page 1 of 1 STANDARD OPERATING PROCEDURE ROOM DIVISION TASK #: 11.08 DEPARTMENT : Spa & Recreation TASK: Staffing JOB TITLE: Spa EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Produce a vacation plan Sufficient staff on duty Incorporate vacation plan with roster Schedule departmental holidays taking requests into consideration, only after blocking periods when the department is busiest. The busiest period must be fully staffed i.e. peak seasons, public holidays and special events Ensure an even spread of holidays for every level/type of staff throughout the year, to avoid any potential staffing crisis Produce roster in conjunction with vacation plan Schedule staff on a daily basis taking into consideration guest activity levels. Staff available to attend to his/her needs PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Signature: Date: