Vous êtes sur la page 1sur 11

Spa Operations

Spa Operating
Procedures and Policies
Manual
SAMPLE PAGE - Spa Operating Procedures and Policies Manual

Table of Contents

1 How to Use this Manual ....................................................................8

1.1 Copyright ................................................................................. 8


1.2 File Management ....................................................................... 8
1.3 Adding your Brand Identity ......................................................... 9
1.4 Customising the Manual Contents ................................................ 9
1.5 Re-setting the Automated Numbering System ............................... 9
1.6 Format Options ....................................................................... 10
1.7 Legend for Process Maps .......................................................... 10

2 Client Interaction and Services Standards ......................................11

2.1 Process Maps .......................................................................... 11


2.1.1 Reservation Process Map ................................................ 11
2.1.2 Client Appointment Process Map ...................................... 12
2.1.3 Spa Tour Process Map .................................................... 13
2.1.4 Product Returns Process Map .......................................... 13
2.1.5 Spa Brochure Request Process Map .................................. 14
2.1.6 Purchase Gift Certificate in Person Process Map ................. 14
2.1.7 Purchase Gift Certificate via Telephone Process Map ........... 15
2.1.8 Complaints Process Map ................................................. 15
2.2 Telephone Greeting Policy & Procedure ....................................... 16
2.3 Client Greeting in Person Policy & Procedure ............................... 17
2.4 Reservation via Telephone Policy, Procedure & Checklist ............... 18
2.5 Reservation in Person for Treatment Later Policy & Procedure ....... 21
2.6 Reservation in Person for Treatment Now Policy & Procedure ........ 23
2.7 Request Credit Card to Confirm Booking Policy, Procedure &
Booking Form .......................................................................... 24
2.8 Confirmation Calls Policy & Procedure ......................................... 26
2.9 Cancellation Policy & Procedure ................................................. 27
2.10 No-Show Policy, Procedure & Sample Letter ................................ 28
2.11 Client Arrives Late Policy & Procedure ........................................ 30
2.12 Therapist Arrives Late Policy & Procedure ................................... 31
2.13 Therapist Not Available Policy & Procedure .................................. 33
2.14 Check In Policy & Procedure ...................................................... 34
2.15 Client Profile Form Policy, Procedure & Form ............................... 35
2.16 Privacy Policy, Procedure & Notice ............................................. 37
2.17 Terms of Entry and Spa Etiquette Policy, Procedure & Notice ......... 39
2.18 Mobile Phones and Other Electronic Devices Policy & Procedure ..... 42
2.19 Receiving Clients – Treatment Room Policy & Procedure ............... 43
2.20 Receiving Clients – Station Policy & Procedure ............................. 45
2.21 Releasing Clients – Treatment Room Policy & Procedure ............... 47
2.22 Releasing Clients – Station Policy & Procedure ............................. 49

© 2015 Intelligent Spas Pte Ltd, Singapore. All Rights Reserved. External Distribution & Reproduction Prohibited Page 2
SAMPLE PAGE - Spa Operating Procedures and Policies Manual

2.23 Check Out Policy & Procedure .................................................... 50


2.24 Retail Assistance and Sales Policy & Procedure ............................ 51
2.25 Terms of Sale Policy, Procedure & Notice .................................... 52
2.26 Product Samples Policy & Procedure ........................................... 54
2.27 Payment Policy & Procedure ...................................................... 55
2.28 Payment via Credit Card Policy & Procedure ................................ 56
2.29 Payment via Cash Policy & Procedure ......................................... 57
2.30 Payment via Cheque Policy & Procedure ..................................... 58
2.31 Payment via Gift Voucher Policy & Procedure ............................... 59
2.32 Payment via Electronic Funds Transfer Policy & Procedure............. 60
2.33 Client Farewell Policy & Procedure .............................................. 62
2.34 Product Returns Policy, Procedure & Form................................... 63
2.35 Complaint in Person Policy, Procedure & Form ............................. 65
2.36 Complaint via Telephone Policy & Procedure ................................ 67
2.37 Complaint via Written Correspondence Policy & Procedure ............ 68
2.38 Spa Tour Booking Policy, Procedure & Form ................................ 69
2.39 Spa Tour for Clients Policy & Procedure ...................................... 71
2.40 Spa Tour for Media Policy & Procedure........................................ 72
2.41 Guest Book Policy, Procedure & Form ......................................... 73
2.42 Spa Brochure Request in Person Policy & Procedure ..................... 75
2.43 Request to Post Spa Brochure Policy & Procedure ........................ 76
2.44 Purchase Gift Certificate in Person Policy, Procedure, Notice &
Form ...................................................................................... 78
2.45 Purchase Gift Certificate via Telephone Policy & Procedure ............ 81

3 Housekeeping & Spa Presentation ..................................................83

3.1 Process Maps .......................................................................... 83


3.1.1 Treatment Rooms Process Map ........................................ 83
3.1.2 Stations Process Map ..................................................... 84
3.1.3 Reception Process Map ................................................... 84
3.1.4 Relaxation Room Process Map ......................................... 85
3.1.5 Locker Room Process Map ............................................... 86
3.1.6 Supporting Facilities Process Map..................................... 87
3.1.7 Stock Requisition & Monitoring Process Map ...................... 88
3.1.8 Laundry Process Map ..................................................... 89
3.1.9 General Spa Ambience Process Map ................................. 89
3.2 Spa Cleaning and Presentation Policy & Procedure ....................... 90
3.3 Spa Opening – Treatment Rooms Policy, Procedure & Checklist ..... 91
3.4 Post Treatment Preparation – Treatment Rooms Policy,
Procedure & Checklist............................................................... 93
3.5 Spa Closing – Treatment Rooms Policy, Procedure & Checklist ....... 95
3.6 Spa Opening – Stations Policy, Procedure & Checklist ................... 97
3.7 Post Treatment Preparation – Station Policy, Procedure &
Checklist................................................................................. 99
3.8 Spa Closing – Stations Policy, Procedure & Checklist .................. 101
3.9 Spa Opening – Reception Policy, Procedure & Checklist .............. 103

© 2015 Intelligent Spas Pte Ltd, Singapore. All Rights Reserved. External Distribution & Reproduction Prohibited Page 3
SAMPLE PAGE - Spa Operating Procedures and Policies Manual

3.10 Spa Presentation – Reception Policy, Procedure, Task Checklist


& Locker Usage Status Form ................................................... 105
3.11 Spa Closing – Reception Policy, Procedure & Checklist ................ 108
3.12 Spa Opening – Relaxation Room Policy, Procedure & Checklist .... 110
3.13 Spa Presentation – Relaxation Room Policy, Procedure &
Checklist............................................................................... 112
3.14 Spa Closing – Relaxation Room Policy, Procedure & Checklist ...... 114
3.15 Spa Opening – Locker Room Policy, Procedure & Checklist .......... 116
3.16 Individual Locker Restock Policy, Procedure, Locker Items
Checklist & Locker Restock Task Checklist................................. 118
3.17 Spa Presentation – Locker Room Policy, Procedure, Toiletry
Items Checklist Format & Task Checklist ................................... 121
3.18 Spa Closing – Locker Room Policy, Procedure & Checklist ........... 124
3.19 Spa Opening – Supporting Facilities Policy, Procedure &
Checklist............................................................................... 126
3.20 Spa Presentation – Supporting Facilities Policy, Procedure &
Checklist............................................................................... 128
3.21 Spa Closing – Supporting Facilities Policy, Procedure & Checklist . 130
3.22 Store Stock Policy & Procedure ................................................ 132
3.23 Professional Stock Policy & Procedure ....................................... 133
3.24 Retail Stock Policy & Procedure ............................................... 134
3.25 Stock Monitoring Policy, Procedure, Master Stock List, Stock
Status Report Format & Stock Requisition Form ......................... 135
3.26 Linen Policy & Procedure ......................................................... 141
3.27 Laundry Policy, Procedure & Form ............................................ 142
3.28 Food and Beverage Policy, Procedure, Menu Format, Ingredients
List Format & Checklist ........................................................... 144
3.29 Reading Materials Policy, Procedure & Approved Reading
Materials List Format .............................................................. 148
3.30 Music Policy, Procedure & Approved Music List Format ................ 150
3.31 Diffusing Oils Policy, Procedure & Approved Diffusing Oils List
Format ................................................................................. 152
3.32 Repairs and Maintenance Policy, Procedure & Log Form .............. 154
3.33 Back-of-House Policy & Procedure ............................................ 156

4 Human Resources .........................................................................157

4.1 Process Maps ........................................................................ 157


4.1.1 Recruitment Process Map .............................................. 157
4.1.2 Induction Process Map .................................................. 158
4.1.3 Performance Warning and Breach of Contract Process Map 158
4.1.4 Employee Termination Process Map ............................... 159
4.1.5 Career Development & Continuous Improvement Process
Map ........................................................................... 160

© 2015 Intelligent Spas Pte Ltd, Singapore. All Rights Reserved. External Distribution & Reproduction Prohibited Page 4
SAMPLE PAGE - Spa Operating Procedures and Policies Manual

4.2 Recruitment Policy, Procedure, Recruitment Request Form, Job


Opening Notice, Job Advertisement Checklist, Job Application
Under Consideration Sample Letter, Job Application
Unsuccessful Sample Letter & Interview Questions Checklist ....... 161
4.3 Job Descriptions Policy, Procedure & New Job Description Form
Template .............................................................................. 169
4.4 Job Descriptions .................................................................... 172
4.4.1 Spa Director ................................................................ 172
4.4.2 Spa Manager ............................................................... 174
4.4.3 Spa Supervisor ............................................................ 176
4.4.4 Spa Therapist .............................................................. 178
4.4.5 Housekeeping Manager ................................................ 180
4.4.6 Spa Attendant ............................................................. 182
4.4.7 Spa Sales Manager ...................................................... 184
4.4.8 Spa Receptionist .......................................................... 186
4.5 Employment Contract Policy, Procedure, Checklist, Job Offer
Sample Letter & Employment Confirmation Sample Letter .......... 188
4.6 Uniforms Policy & Procedure .................................................... 192
4.7 New Employee Induction Policy, Procedure & Checklist ............... 193
4.8 Buddy System Policy, Procedure & Meeting Notes Form .............. 195
4.9 Probation Period Policy & Procedure ......................................... 197
4.10 Performance Warning Policy, Procedure, Performance
Improvement Plan, Performance Warning Report, 1st Written
Performance Warning Letter Sample & Final Written
Performance Warning Letter Sample ........................................ 198
4.11 Major Breach of Employment Contract Policy & Procedure ........... 206
4.12 Employee Resignation Receipt Policy, Procedure & Resignation
Acceptance Letter Sample ....................................................... 207
4.13 Employment Termination Policy, Procedure & Checklist .............. 209
4.14 Exit Interview Policy, Procedure, Exit Interview Questions Form
& Exit Statement Sample ........................................................ 212
4.15 Employee Retrenchment Policy, Procedure & Notice of
Retrenchment Letter Sample ................................................... 215
4.16 Operating Hours Policy, Procedure & Notice .............................. 217
4.17 Shift Roster Preparation Policy, Procedure & Template ................ 219
4.18 Time Recording Policy & Procedure .......................................... 221
4.19 Performance Appraisal Program Policy, Procedure & Form ........... 222
4.20 Training and Career Development Policy & Procedure ................. 226
4.21 Employee Counselling Policy, Procedure & Form ........................ 227
4.22 Continuous Improvement Program Policy, Procedure, Status
Form & Item Implementation Plan ........................................... 229
4.23 Employee Meetings Agenda & Minutes Policy, Procedure,
Sample, Chair’s Notes Template & Minutes Sample .................... 232
4.24 Restricted Areas Policy & Procedure ......................................... 238
4.25 Privacy & Document Security Policy & Procedure ....................... 239
4.26 Emergency Management Policy & Procedure .............................. 240
4.27 Lost & Found Property Policy & Procedure ................................. 241

© 2015 Intelligent Spas Pte Ltd, Singapore. All Rights Reserved. External Distribution & Reproduction Prohibited Page 5
SAMPLE PAGE - Spa Operating Procedures and Policies Manual

5 Employee Handbook .....................................................................242

5.1 Corporate Profile.................................................................... 242


5.1.1 Mission ....................................................................... 242
5.1.2 Background................................................................. 242
5.1.3 Location and Contact Details ......................................... 242
5.1.4 Operating Hours .......................................................... 243
5.1.5 Strategic Objective and Philosophy ................................ 243
5.1.6 Organisational Chart .................................................... 243
5.2 Spa Security Policy & Procedure .............................................. 244
5.3 Employee Arrival Policy & Procedure ........................................ 245
5.4 Employee Departure Policy & Procedure ................................... 246
5.5 Time Sheet Policy, Procedure & Form ....................................... 247
5.6 Shift Roster Policy, Procedure & Modification Request Form ......... 249
5.7 Leave Policy, Procedure & Form ............................................... 251
5.8 Personal Communications and Errands Policy & Procedure .......... 253
5.9 Employee Access Policy, Procedure & Gender-Specific Areas
Access Request Form ............................................................. 254
5.10 Non-Public Areas Policy & Procedure ........................................ 256
5.11 Client Access Policy & Procedure .............................................. 257
5.12 Emergency Evacuation Policy, Procedure & Map of Emergency
Evacuation Exits and Waiting Area ........................................... 258
5.13 First Aid Implementation Policy, Procedure, Map of First Aid Kit
Locations & First Aid Incident Report Form ................................ 261
5.14 Operating Equipment and Systems Policy & Procedure ............... 265
5.15 Smoking Policy & Procedure .................................................... 266
5.16 Photography Policy & Procedure .............................................. 267
5.17 Lost Items Policy, Procedure & Form ........................................ 268
5.18 Found Items Policy, Procedure & Form ..................................... 271
5.19 Employee Presentation Policy, Procedure & Uniform Request
Form .................................................................................... 274
5.20 Telephone Etiquette Policy & Procedure .................................... 277
5.21 Employee Communication Policy & Procedure ............................ 278
5.22 Employee Meetings Policy & Procedure ..................................... 280
5.23 Continuous Improvement Policy, Procedure & Form ................... 281
5.24 Performance Appraisals and Training Policy, Procedure &
Training Request Form ........................................................... 283
5.25 Employee Benefits Policy, Procedure & Items List ...................... 285
5.26 Family & Friends Benefits Policy, Procedure & Items List ............. 287
5.27 Gratuities Policy & Procedure................................................... 289
5.28 Employee Resignation Policy & Procedure ................................. 290

© 2015 Intelligent Spas Pte Ltd, Singapore. All Rights Reserved. External Distribution & Reproduction Prohibited Page 6
SAMPLE PAGE - Spa Operating Procedures and Policies Manual

6 Master Templates .........................................................................291

6.1 Master Content Page Template ................................................ 291


6.1.1 Sub-heading ............................................................... 291
6.2 Master Policy & Procedure Table Template ................................ 292
6.3 Master General Checklist & Items Template .............................. 293
6.4 Master Day & Time Task Checklist Template.............................. 294
6.5 Master Sample Letter Template ............................................... 295
6.6 Master Sample Notice Template ............................................... 296
6.7 Master Sample Form Template ................................................ 297

7 Copy/Paste Templates ..................................................................298

7.1 Copy/Paste Content Page Template .......................................... 298


7.1.1 Sub-heading ............................................................... 298
7.2 Copy/Paste Policy & Procedure Table Template .......................... 299
7.3 Copy/Paste General Checklist & Items Template ........................ 300
7.4 Copy/Paste Day & Time Task Checklist Template ....................... 301
7.5 Copy/Paste Sample Letter Template ......................................... 302
7.6 Copy/Paste Sample Notice Template ........................................ 303
7.7 Copy/Paste Sample Form Template .......................................... 304

© 2015 Intelligent Spas Pte Ltd, Singapore. All Rights Reserved. External Distribution & Reproduction Prohibited Page 7
SAMPLE PAGE - Spa Operating Procedures and Policies Manual

4 Human Resources
4.1 Process Maps
4.1.1 Recruitment Process Map

Recruitment Recruitment Request Form

Job Descriptions Job Description Form

Job Opening Notice

Job Advertising Checklist

Job Application Under Consideration


Letter

Job Application Unsuccessful Letter

Interview Questions List

Employment Contract Employment Contract Checklist

Job Offer Letter

Employment Confirmation Letter

© 2015 Intelligent Spas Pte Ltd, Singapore. All Rights Reserved. External Distribution & Reproduction Prohibited Page 157
SAMPLE PAGE - Spa Operating Procedures and Policies Manual

5.22 Employee Meetings Policy & Procedure


Page Number: 1 Total Pages: 1
Version Number: 1.0 Date Issued:
Prepared by: Authorised by:
Responsibility: Department:
Prerequisite:
Post requisite:
Supporting item:
Notes:

Objective: To ensure employees regularly meet to discuss operational and


performance issues.
Policy:  Employee meetings should be held weekly to maintain
communication between employees.
 The meetings should be chaired by the spa manager.
 The Employee Meeting Agenda must be followed.
 Minutes of each meeting must be documented, approved by
the spa manager, then posted in a designated back-of-
house area for viewing by employees only.
 Past minutes should be archived and stored for easy access.
 The Employee Meetings Procedure must be followed.
Procedure: 1. All employees are to attend the weekly employee meeting.
2. The department head is to be notified if there is any reason
why an employee cannot attend a meeting.
3. The spa manager is to chair employee meetings and follow
the standard agenda.
4. The receptionist is to draft the Employee Meeting Minutes
for each meeting and submit them to the spa manager for
approval within one day of the meeting.
5. The spa manager is to approve the Employee Meeting
Minutes within one day of receiving them, post the
approved Employee Meeting Minutes on the notice board
and distribute a copy to appropriate employees.

© 2015 Intelligent Spas Pte Ltd, Singapore. All Rights Reserved. External Distribution & Reproduction Prohibited Page 280
SAMPLE PAGE - Spa Operating Procedures and Policies Manual

Post Treatment Preparation – Stations Task Checklist


Room/Station Name Station Name
Task/Time Time Time Time Time Time Time Time
Treatment identified
Remove dirty linen
Remove dirty cups
Clean/dry foot bath
Clean up spills
Remove stains
Clean bowls
Wipe bottles/caps
Replenish products
Arrange trolley
Position clean linen
Top up diffuser
Treatment set up
Additional activities
Confirm area ready

Lights off
OFFICE USE ONLY
Completed by:
Checked by:

© 2015 Intelligent Spas Pte Ltd, Singapore. All Rights Reserved. External Distribution & Reproduction Prohibited Page 100