BSA-Spa-Treatment

1. First Impression - Service Behaviors (point values 8)
Mark N/A if any of the following:
? Area not staffed during evaluation
? Facility not present or not available for guest use
The associate must minimally:
? Attempt to acknowledge the guest when standing in a queue, either verbally or non-verbally
? Follow the 15 / 5 (4.6m / 1.5 m) Rule
o Make eye contact and smile at 15 feet (4.6m or 15 steps)
o Maintain eye contact at 5 feet (1.5m or 5 steps)
o Provide a warm greeting/welcome
? Maintain good posture and eye contact through visible engagement and attentive listening
? Be well-groomed and professional wearing clean attire that is in good condition
  • 8
  • 0
  • N/A
Staff Service / Core Service
2. Therapist provides you with privacy during the disrobing process (point values 4)
Mark N/A if you find any of the following:
? Property does not have a spa facility on premises
? Area is fully booked and does not have availability for any treatments or services
? Area is under complete renovation and not available for guest use
? Treatment does not require disrobing
Therapist must leave the room to provide privacy during disrobing and knock before coming back into the room
Mark NO if therapist does not leave room and privacy was not provided
  • 4
  • 0
  • N/A
Staff Service / Touchpoint Service
3. Treatment (point values 16)
Mark N/A if you find any of the following:
? Property does not have a spa facility on premises
? Area is fully booked and does not have availability for any treatments or services
? Area is under complete renovation and not available for guest use
Treatment/Therapist must minimally:
? Honor requests/concerns (pressure, focus areas)
? Verify your comfort a minimum of 1 time during treatment
? Keep additional conversation to a minimum, speaking only when prompted
? Answer any questions that the guest asks accurately without offering medical advice
? Perform treatment as described
? Ensure that areas that are not being worked on are appropriately covered with towels/sheets, if applicable
Interact with Therapist and Mark No if you encounter or observe any of the following:
? Area not being worked on uncovered during treatment
? Comfort not verified
? Conversation occurred not prompted by guest, other than comfort verification
? Questions not answered or given medical advice
? Requests/concerns not honored
? Treatment not performed as described
  • 16
  • 0
  • N/A
Staff Service / Touchpoint Service
4. Therapist concludes treatment to standard (point values 2)
Mark N/A if you find any of the following:
? Property does not have a spa facility on premises
? Area is fully booked and does not have availability for any treatments or services
? Area is under complete renovation and not available for guest use
After concluding the treatment, therapist must minimally:
? Offer beverage to the guest
? Provide beverage if accepted
? Offer to escort the guest to the relaxation room
? Provide escort, if accepted
Interact with Therapist and Mark No if any of the above criteria are not met
  • 2
  • 0
  • N/A
Staff Service / Touchpoint Service
5. Professional persona provided (point values 4)
Therapist must:
? Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
? Offer an escort as well as directions if a location that the guest asked about is not in visible sight
Mark No if you encounter or observe any of the following:
? Escort not offered
? Non-work related matters discussed in your presence
? Earpiece not used
  • 4
  • 0
  • N/A
Staff Service / Touchpoint Service
6. Guest name used during the experience, when known (point values 4)
Mark N/A if any of the following:
? Guest name not known
? Area not staffed during evaluation
? Facility not present or not available for guest use
The associate must use the guest’s name, when known
  • 4
  • 0
  • N/A
Staff Service / Core Service
7. Therapist uses appropriate verbiage shows genuine care and interest (point values 4)
Mark N/A if you find any of the following:
? Property does not have a spa facility on premises
? Area is fully booked and does not have availability for any treatments or services
? Area is under complete renovation and not available for guest use
Therapist must:
? Use appropriate verbiage with genuine delivery
o For example: "Certainly", "My Pleasure", "Immediately", "I would be happy to"
? It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”, “habibi”, “OMG”)
? Engage in warm conversation to show genuine care and interest in the guest
Mark No if you encounter or observe any of the above
  • 4
  • 0
  • N/A
Staff Service / Touchpoint Service
8. Personalized service delivered during interaction (point values 4)
Mark N/A if opportunity for delivery personalized service during interaction not available
Therapist must deliver personalized service during interaction, using something the associate learned about the guest
Mark No if personalized service not delivered during interaction
  • 4
  • 0
  • N/A
Staff Service / Touchpoint Service
9. Closing Guest Interaction – Service Behaviors (point values 4)
Mark N/A if any of the following:
? Area not staffed during evaluation
? Facility not present
? Area is under complete renovation and not available for guest use
? Individual previously encountered during consecutive interactions
The associate must minimally:
? Provide a warm and sincere closing
o E.g., “Enjoy your stay”, “Enjoy your afternoon”, “Have a great night”
? Demonstrate appreciation
o E.g., “Thank you for joining us today”, “We appreciate you staying with us”, “It was a pleasure”, “Thank you for your loyalty”
  • 4
  • 0
  • N/A
Staff Service / Core Service
10. The overall experience met guest expectations and was free of negative detractors
  • 0
Staff Service / Core Service
11. Service is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful (point values 4)
Therapist must be:
? Thoughtful
? Intuitive
? Demonstrate anticipatory service when appropriate and helpful
Examples of acceptable anticipatory actions include:
? Offering to change the temperature of the room if the guest seems warm
? Asking how often the guest experiences treatments and tailoring the amount of information provided by how experienced the guest is
? Provide a dish to hold the guest’s jewelry and remind guest to take it again when leaving
It is acceptable if Therapist does not anticipate the "set-up" need or provide any of the examples above, as long as any need is anticipated during interaction
Mark No if you encounter or observe any of the above criteria not being followed
  • 4
  • 0
  • N/A
Staff Service / Touchpoint Service
12. Rate Emotional Engagement with interaction (point values 0)
Mark N/A if interaction not completed
After your experience, rate your interaction:
? Positively engaged: positive emotional experience - Pampered, Special, Indulged, Delighted, Appreciated, Individual
? Neutral engagement: Respected, Understood, Content – not swayed positively or negatively
? Negative emotional engagement: Disinterested, Disconnected, Disappointed, Ignored, Stressed, Frustrated
Scoring Methodology:
? Positive – 2 of 0 points
? Neutral – 0 of 0 points
? Negative – -2 of 0 points
  • Positive 2
  • Neutral 0
  • Negative -2
Staff Service / Touchpoint Service
Auditor
Testee:
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