STANDARD OPERATING PROCEDURES

SPA WELLNESS CENTER

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 OBJECTIVES OF THE MANUAL

This Departmental Operational Manual is to be used by all department staff

members. It explains our department policies and procedures, rules,
regulations, and standards of performance.

The manual includes definitions of the operational function of each department

section and the scope and duties of each team member.

By referring frequently to the manual, we can ensure that we maintain a

consistently high standard of performance in our daily operations.

To be an effective tool, employees, department and division heads, and the

general managers should constantly review the manual. All suggestions
received from staff members on ways to improve the manual will be carefully
considered and changes implemented upon approval.

UPDATING THE MANUAL

The organizing of the Departmental Operational Manual is one of the key

responsibilities of Division Heads and their respective Heads of Department.
The General Manager will approve the manual.

This manual is prepared using Microsoft Word 98 software to simplify the

process of updating information. Information contained in the manual should

be updated at least once a year.

Manuals are updated using the following procedures:

1. The Head of Department reviews materials contained in the manual to

determine whether updates are needed.
2. A complete review of the manuals must be performed annually by April 31,
2017.
3. Bring recommended changes to the attention of the Division Head or
executive member.
4. The Division Head approves changes and proposes them to the General
Manager.
5. Once the changes have been approved, the Division Heads implements
them.
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6. The Division Head updates the relevant computer disks; issues updated
printed inserts, and send the inserts to all holders of the manual.
7. All policy changes require the approval of the General Manager.

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 SPA AND WELLNESS DEPARTMENT

MANUAL REVISION & APPROVAL RECORD

SECTION REVISED

DATE DIVISION GM
COMPLETE REVISIO HEAD SIGNATUR
D SECTION TITLE PAGE #S N SIGNATURE E
AUTHOR’
S NAME

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 SPA AND WELLNESS DEPARTMENT

TABLE OF CONTENTS

Pag
TOPIC P&P NUMBER ITEM OF POLICY &
e
PROCEDURE Numbe
Objective of the Manual 2
Manual Revision and Approval Record 3
Table of Contents 4
001-SWPP-V001 General Guidelines 5
002-SWPP-V001 Staff Management 13
003-SWPP-V001 Telephone Etiquette 16
004-SWPP-V001 Grooming and Presentation 17
005-SWPP-V001 Spa Preparation 18
Policies
006-SWPP-V001 Guest Interaction 22
and 007-SWPP-V001 Spa Treatment Procedures 26
008-SWPP-V001 Confidentiality of Information 30
Procedures
009-SWPP-V001 Handling Complaints / Incident Report 31
010-SWPP-V001 Handling Indecent Proposal / Sexual 33
011-SWPP-V001 HarassmentNew Ideas
Suggesting 35
012-SWPP-V001 Treat Slip 37
013-SWPP-V001 Guest Satisfaction Survey 39
014-SWPP-V001 Frequency Card 41

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 SPA AND WELLNESS DEPARTMENT

Department:
Effective Date: Total Page(s):
SPA & WELLNESS
February 1, 2017 8
DEPARTMENT

Subject:

P&P ON GENERAL GUIDELINES

Issued by: Approved by:

SPA MANAGER
Distribution: No.:

All SPA Department 001-SWPP-V001

POLICIES & PROCEDURES

DEPARTMENT : SPA & WELLNESS DEPARTMENT

SUBJECT : GENERAL GUIDELINES

GENERAL GUIDELINES

Operating Hours

1. The center opens to clients from ______ to _____ Monday to Sunday.

2. The center operates even during holidays and Christmas season.

Smoking

1. Smoking is not permitted in the center.

2. Drinking any alcoholic beverages such as wine, beer and gin is strictly
not permitted.

Safety

1. Employees must be trained in basic first aid, fire safety and evacuation
procedures.

2. First aid kits must be located at appropriate areas within the center.

3. First aid kits must be restocked immediately after each use.

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 SPA AND WELLNESS DEPARTMENT

4. In case of emergency, requiring evacuation, employee should assist

clients to quickly and calmly exit the building.

5. Signs must he posted in appropriate locations to alert and educate

clients about correct practices and possible risks.

6. Every 100 sq. meters center should provide at least two (2) fire
extinguishers and should he visible to all employees.

7. It is necessary to position bomb threat procedures/checklist. It should be

reviewed every year and questionnaire should be visible near the
telephone.

8. When a bomb threat is received, please try to ask the questions listed
and note the caller’s answers in the space provided in the best possible
manner. Submit the form to the Security office upon completion.

9. As soon as the call is terminated, the telephone operator, your

immediate superior and the security office should be immediately advised:

Date & Time call received

Time call ended
Background sound
Exact words of caller
May I know who is calling?
Where is the bomb located
When will the bomb explode
Why do you want to bomb the place?
What is you demand?
If this is met, Will you abort the bombing?

What is the type of the bomb?

How you disarm the bomb?
Where are you?
How old are you?

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 SPA AND WELLNESS DEPARTMENT

Attitude of the Caller: Angry Calm Laughing

Caller’s manner of speaking: Fast Slow Loud or Soft

Employee who received the Call:

Position, Department:

Immediate Supervisor

Security
This accomplished form has been
Personn
forwarder to:
el:

Attitude of the Caller: Angry Calm Laughing

Caller’s manner of speaking: Fast Slow Loud or Soft

Employee who received the Call:

Position, Department:

Immediate Supervisor

Security
This accomplished form has been
Personn
forwarder to:
el:
PLEASE ENCIRCLE MOST APPROPRIAT DESCRIPTION (S):

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 SPA AND WELLNESS DEPARTMENT

Photography

1. Photography is not permitted in the center without authorization from

the center manager.

2. An outline of any proposed shoot must be submitted to the center

manager for approval.

3. Photo shoots should be scheduled outside of standard operating hours, if

possible.

4. If the photo shoot is to be conducted during standard operating hours,

clients must be restricted from the specific area while the photo shoot is
being conducted.

5. The center manager must attend all photo shoots.

6. Photographers and crew must sign the guest book and be escorted at all
times

Marketing Materials

1. All marketing materials must include at least the center name, logo and
telephone number.

2. Center brochures and current treatment lists must always be on display

at the reception desk.

3. Ample supplies of marketing materials must be on display at the

reception desk.

4. Must be offered to all clients to make reservations in person, walk-ins

and touring guests.

5. The day and time of the reservation, the name of the treatment and the
duration of the treatment must be written on the card

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 SPA AND WELLNESS DEPARTMENT

Client Access

1. Client must enter and exit via the main entrance except in emergency
situations.

2. Clients must adhere to policies relating to gender- specific areas.

3. Children under the age of 16 are not permitted in the center unless
otherwise specified for some treatments.

4. Access will be restricted to clients who show signs of recent alcohol

consumption or use of any potentially harmful substances.

Gender-Specific Areas

1. There are a no gender-specific areas at the center.

Non-Public Areas

1. Signage must be positioned on doors leading to non-public areas of the

center to restrict unauthorized access.

2. Doors leading to non-public areas of the center must be kept closed at

all times, except when required for use by employees.
3. Non-public areas such as office/stock rooms that are frequently a[tended
by staff members must he kept locked at all times.

4. Non-public areas must be kept clean and tidy at all times.

Lost Items

1. Personal items reported in the center are to be logged via the standard
Lost Items Form.

2. The Lost Items Procedure must be followed.

3. Lost items should be reported immediately to the center supervisor if the

center manager is not around. The lost item will be noted in the inventory
forms and investigations should follow.

4. Person involved, shift, where it was lost and time should be noted.

5. If items were found it will he automatically added to the inventory form,

without additional cost.

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Found Items

1. Personal items found in the center are to be logged via the standard
Found Items Form.

2. The item is to be immediately locked in the center manager’s

office/vault.

3. The Found Items Procedure must be followed.

Appointment

1. The Appointment Schedule is the master recording of Schedule client’s

bookings.

2. Only authorized employees are permitted to make or change bookings.

3. A copy of the Appointment Schedule is transferred a day before to a new

appointment schedule sheet for the receptionist/therapists to review client
bookings.

4. In case of therapist’s requests, a day notice should be given to inform

therapists of her new schedule or if not possible, give the requesting client
an alternative that is:

a) Book the treatment on the requested therapist and her if she’s

available.

b) If not, choose from existing roster of therapists.

c) Inform therapist if she could make it on time as indicated by the

client. Never compromise with the guest.

Client Profiles

1. Client profiles must be kept confidential and stored in a secure location.

2. Only authorized employees are permitted to update client profiles.

3. Updates must be processed after each client appointment, based on the

client consultation form or other notification.

4. Updates must be dated and the name of the employee who made the
update should he indicated.

5. Updates should include treatments experienced, products purchased,

any change in contact details, and complaints or feedback made which
should be reported immediately to the center manager.

6. Client consultation should be updated every 6 months, and should

automatically he written as part of database.

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 SPA AND WELLNESS DEPARTMENT

7. If the client is relocating away from the area, their details must be
deleted from any regular marketing distributions.

Daily Report

1. A daily report should be generated the next day which shouldn’t be later
than 9:00 o’clock in the morning and it should summarized the center’s key
performance indicators including total treatment, service an4 retail
revenues, treatment room and station occupancy rates, number of client
visits and number of employees on duty.

Requisitions

1. Requisitions are to be made by completing the standard requisition form

and submitting it to the respective department head.

2. The center manager must approve all requisitions for center products,
supplies and retail stock before submitting it to the main office.

3. Items delivered to the center must he checked before accepted to

ensure the order is correct and complete and in good order.

4. Employees must confirm receipt signing the requisition form and team
leader that a new stock has arrived for inventory.

5. The center’s stock monitoring system must be continuously updated

every 15th of the month and submitted to cost controller to account and
should be audited at the end month for adjustment of inventory and audit.

Petty Cash

1. Petty cash requests must be submitted using the Petty Cash Form.

2. The respective Petty Cash custodian/department head must approve

petty cash requests before the purchase is undertaken.

3. Petty cash purchase amounts are limited.

SCOPE:

The petty cash fund (PCF) shall be set up to take care of the minor and
emergency expenses include minor and emergency expenses include minor
repairs and maintenance and business related expenses such as:

. Transportation expenses
. Office supplies

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 SPA AND WELLNESS DEPARTMENT

OBJECTIVES:

To maintain availability of cash for minor and emergency expenses.

To ensure that disbursement from the fund are properly documented and
authorized.

GENERAL INFORMATION

The PCF shall be maintained on an impress basis, which means that the
accountability of a custodian is fixed at an established amount, and the
related replenishment of expenses is limited to such amount. Briefly, it can
be described that at any given time, the cash on hand plus Petty Cash
Vouchers (PCVs) must equal the established fund level. Levels of petty
cash shall be reviewed periodically to evaluate in relation to volume of
transactions needed to be paid from the fund.

POLICIES

1. The Petty Cash Fund (PCF) shall be established and maintained to

handle/cover urgent and minor expenditures related to the exercise of
the business.

2. The PCF shall be established at the _________ in the amount of Pesos _____
and may be increased or decreased depending on the needs of the
business and as the management may dictate.

3. The PCF shall be entrusted to a single custodian primarily responsible

and accountable for the fund. She is neither the cashier nor the
employee who handles remittances from customers and other receipts.
At the center, it’s the senior front desk officer that handles the PCE.

4. The maximum amount that can be disbursed from the PCF shall not
exceed Pesos___________________which is the amount established by the
management. Disbursement in excess of Pesos _________ shall he made
through check and taken from the general fund.

5. Splitting of receipts, invoices and other supporting documents shall NOT

be allowed for purposes of accommodating the reimbursements of PCF.

6. The PCF shall he used only for the reimbursement of expenses incurred.
The non-allowable disbursement from the PCF shall be the following:

a. Cash advances

b. Payment to suppliers

7. AN petty cash disbursement, as evidenced by the

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 SPA AND WELLNESS DEPARTMENT

Petty Cash custodian

8. The PCF shall be kept in a cash box and physically segregated from the
daily cash collections and other funds. Access to the key or combination
of the cash box shall be limited to the Petty Cash Custodian and the
Financial Controller.

a) All PVs shall be numbered as used by the petty cash

custodian.

b) Accommodation of personal checks from the PCF

shall not he allowed.

ç) When PCF reaches the established minimum level of

60% of the original amount, the petty cash custodian
shall request replenishment by preparing the Petty
cash Liquidation form (PCLF).

d) The PCF shall be replenished by check form the

general Fund maintained by the Company. The
replenishment check shall be made payable to the
Petty cash custodian.

e) All requests for PCF replenishment should be

completed within three (3) working days from receipt
of the original copies of the approved request
together with valid supporting documents.

Equipment & System

1. Equipment and systems must be operated according to the

respective manufacturer’s/developer’s instructions.

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 SPA AND WELLNESS DEPARTMENT

Department:
Effective Date: Total Page(s):
SPA & WELLNESS
February 1, 2017 3
DEPARTMENT

Subject:

P&P ON STAFF MANAGEMENT

Issued by: Approved by:

SPA MANAGER
Distribution: No.:

All SPA Department 002-SWPP-V001

POLICIES & PROCEDURES

DEPARTMENT : SPA & WELLNESS DEPARTMENT

SUBJECT : STAFF MANAGEMENT

Procedures

1. Employees must adhere to document center procedures where available.

New Employee

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 SPA AND WELLNESS DEPARTMENT

1. The center manager must conduct the induction. Induction for all new
employees to ensure the culture and philosophy of the spa is correctly
conveyed.

2. Follow the standard induction procedure in order to ensure the new

employee is fully briefed.

Employee Resignation

1. All resignation situations must be in compliance with the employment

contract and applicable regulations.

2. All resignations must he notified in writing.

3. Acceptance of the resignation must be notified in writing.

4. An exit interview should be conducted.

Employee Dismissal

1. All dismissals must be in compliance with the employment contract and

applicable regulations.

Employee Performance Appraisals

1. Performance appraisals must be conducted in compliance with the

employment contract and applicable regulations.

2. Appraisals should be conducted every six to twelve months.

3. The appraisal must target career development and successful operation

of the center.

4. Appraisals must contain feedback from both the employee and the
manager.

Quality Audits

1. Internal quality audits are to be conducted quarterly to ensure standards

are being met and to identify training needs.

2. Spontaneous spot checks will be conducted without prior notice.

3. Recommendations for improvement to the spa are to be documented and

submitted to the center manager.

Qualifications

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 SPA AND WELLNESS DEPARTMENT

1. Only employees professionally qualified to conduct treatments can

perform those treatments.

Employee Entry/Exit

1. Employees must enter and exit the center through the employee
entrance.

2. Service employees are not permitted in public areas unless conducting

authorized duties.

3. Employees are not permitted to occupy the premises outside their

normal work hours, unless authorized by the center manager.

4. All employees should leave the center wearing assigned uniform and
change at ____________

5. All employees should follow standard procedures when leaving the

center.

Shift Roster

1. Rosters will be developed on a twice a month basis and issued one week
before the period begins.

2. Employees are responsible for organizing replacements if they cannot

attend any allocated shifts and it should he notified in writing.

3. The respective department head or the center manager must authorize

changes

4. An updated roster must be issued once changes are authorized.

5. All employees must be prepared to commence/finish work duties

according to the rostered times.

Leave
1. Leave allocations are based on employment contracts and local
regulations.

2. The respective department head and the center manager must authorize
request for leave.

3. Leave requests must be submitted using the standard Leave Application

Form.

4. Leave requests must be submitted and should be written in the

employee’s VL logbook. It should be transferred in a calendar-type form for

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 SPA AND WELLNESS DEPARTMENT

easy reviewing and approval before the relevant period’s roster is

developed/applied.

5. The respective department head or the center manager must authorize

emergency or unplanned leave.

6. The respective department head or the center manager must be

promptly notified if medical leave is required.

7. An official medical certificate must support medical leave.

Employee Meetings

1. Employee meetings should be held weekly to maintain communication

between employees.

2. The center manager should chair the meetings.

3. The standard Employee Meeting Agenda must be followed.

4. Minutes of each meeting must be documented, approved by the center

manager, and then posted for viewing by employees only.

5. Past minutes should he archived and stored for easy access by

employees.

Employee Communications

1. Employee meetings should he held weekly to maintain communication

between employees.

2. The center manager should chair the meetings.

3. The standard Employee Meeting Agenda must he followed.

4. Minutes of each meeting must be documented, approved by the center

manager, and then posted for viewing by employees only.

5. Past minutes should be archived and stored for easy access by

employees.

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 SPA AND WELLNESS DEPARTMENT

Department:
Effective Date: Total Page(s):
SPA & WELLNESS
February 1, 2017 1
DEPARTMENT

Subject:

P&P ON TELEPHONE ETIQUETTE

Issued by: Approved by:

SPA MANAGER
Distribution: No.:

All SPA Department 003-SWPP-V001

POLICIES & PROCEDURES

DEPARTMENT : SPA & WELLNESS DEPARTMENT

SUBJECT : TELEPHONE ETIQUETTE

Telephone Etiquette

1. Attempt to answer the telephone within three rings.

2. Ensure a pleasant tone is used at all times.

3. Answer the phone with an appropriate greeting and the name of the
center.

4. Notify the caller if you are going to transfer them and advise whom you
plan to transfer them to.

5. Receive the caller’s approval before you put them on hold.

6. When returning to a caller on hold, thank them for holding.

7. If you do not know the answer to the callers query, arrange to find out
for them.

8. If you cannot help the caller ¡n an acceptable time frame offer to call
them back within a specific time period.

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 SPA AND WELLNESS DEPARTMENT

NOTE: For other Telephone Etiquettes Please Refer to the SOP Manual
Technique

Department:
Effective Date: Total Page(s):
SPA & WELLNESS
February 1, 2017 1
DEPARTMENT

Subject:

P&P ON GROOMING AND PRESENTATION

Issued by: Approved by:

SPA MANAGER
Distribution: No.:

All SPA Department 004-SWPP-V001

POLICIES & PROCEDURES

DEPARTMENT : SPA & WELLNESS DEPARTMENT

SUBJECT : GROOMING AND PRESENTATION

Grooming and Presentation

1. Employees must wear authorized uniforms (clothing, footwear and

accessories) while on duty.

2. A freshly cleaned and pressed uniform must be worn each day.

3. All stains must be removed before the uniform can be worn again.

4. Uniforms must be changed if significantly stained or damaged during the

day.

5. Employees must wear name badges while on duty.

6. Hair must be securely tied away From the face and shoulders.

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 SPA AND WELLNESS DEPARTMENT

7. Excessive makeup is not permitted to be worn while on duty.

8. Rings and bracelets are not permitted to be worn during treatments.

9. Only authorized jewelry, like white pearl earrings and dark strapped
watch are permitted.

10. Nails must be kept short, clean and manicured. Only clear polish is
permitted.

11. Employees must maintain body and oral hygiene, including brushing
their teeth after each meal and snack.

12. Use of strong fragrances is not permitted.

13. Non-verbal communication and body language including posture,

gestures and facial expressions must always he professional.

Department:
Effective Date: Total Page(s):
SPA & WELLNESS
February 1, 2017 4
DEPARTMENT

Subject:

P&P ON SPA PREPARATION

Issued by: Approved by:

SPA MANAGER
Distribution: No.:

All SPA Department 005-SWPP-V001

POLICIES & PROCEDURES

DEPARTMENT : SPA & WELLNESS DEPARTMENT

SUBJECT : SPA PREPARATION

SPA PREPARATION

Maintenance

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 SPA AND WELLNESS DEPARTMENT

1. Items requiring maintenance must be reported and fixed as soon as

possible, or appropriate, to ensure minimal disturbance to clients.

2. If clients could be negatively influenced h a maintenance situation, the

receptionist and center manager must he alerted so amendments to
procedures and schedules can be implemented.

3. Appropriate signage must be placed at the location to avoid any

potential risk to clients and employees, or therapist should inform
clients if the floor is wet/slippery.

4. If the situation is dangerous, the area must be evacuated and secured to

prevent clients and employees from entering.

5. A maintenance Report must he completed for each occurrence and

submitted to the center manager.

Essential Spa Cleaning

1. Cleaning must be conducted in accordance with local regulations and

spa policy.

2. Product bottles and caps should he wiped clean after each use.

3. Facial bowls must be cleaned after each use.

4. The hot cabbie must be cleaned after each day’s use.

5. Spills and stains should be removed after each treatment.

6. The product trolley should be arranged correctly after each treatment

according to standards set.

7. Wet areas must he dried after each treatment.

8. Dirty linen must be removed after each treatment.

9. Diffusers and other display items must he dusted and/or washed daily.

10. The hot cabbie must be emptied at night and replaced the following
morning with clean towels.

11. Surfaces are to be kept clean, tidy and dust free.

12. Walkways are to be kept clear.

13. Rubbish is to be disposed of as directed.

14. Food and beverage areas are to be kept hygienic.

15. Used cutlery and kitchen utensils are to be quickly cleared after use.

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 SPA AND WELLNESS DEPARTMENT

16. Electrical appliances are to be cleaned daily or as necessary.

17. Floors are to be cleaned or vacuumed daily and as required.

18. Steam rooms must be kept clean and hygienic according to

manufacturers’ instructions and spa policy.

Linen

1. Linen includes towels, robes, sheets and bed covers.

2. Dirty linen and clean linen are to be kept separated at all times.

3. All linen leaving and returned to the spa must be recorded using pullout
forms and must be filed.

4. Any linen that is torn, strained or otherwise of insufficient quality to

present to clients must be recorded and submitted for disposal or
branded for back-of-house use only.

Products, Supplies & Retail Stocks

1. Employees should subtly label products with the room/station it belongs

to.

2. New stock is to be positioned at the hack of existing stock to minimize

the risk of stock expiring.

3. Spare stock must be locked in storage cupboards in the treatment rooms

or the storeroom.

4. A stock inventory must be conducted on a monthly basis.

5. Missing items must be reported to the respective department head or the

center manager.

6. Requisitions are required to order additional items.

Lockers

1. Lockers must he cleaned after each use.

2. Locker items must be replenished with authorized items after each use.

Food & Beverage

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 SPA AND WELLNESS DEPARTMENT

1. Food and Beverage procedures must be conducted in accordance with

local government regulations, other relevant standards arid center
policy.

2. Authorized beverages must be available to clients in the relaxation area.

3. Beverage items are not to be taken from the relaxation room and
consumed in other areas of the center, except when incorporated into
treatments.

4. The beverage area must be kept clean and hygienic.

5. Beverage items must be replenished as required.

6. Perishable items must be stored appropriately and refreshed daily, or

more frequently, if required.

7. Clients are not permitted to consume beverages in the center that were
obtained from external sources.

8. The consumption of alcohol is absolutely not permitted in the center.

9. Consumption of food and beverages by employees is restricted to

authorized areas and not permitted in public areas.

Reading Materials

1. Only reading materials authorized by the center manager are to be

displayed in the center.

2. Reading materials must be provided in the reception and relaxation

areas.

3. Reading materials must be replaced if they become worn, torn, have

been written on or have become otherwise damaged and not suitable for
display.

Music

Approved music must be played at an appropriate volume level during

operating hours.

Diffusing Oils

1. Authorized essential oils must be placed in the diffusers.

2. Oils must be refreshed daily or as required.

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 SPA AND WELLNESS DEPARTMENT

3. Only authorized blended oils must he used.

Treatment Room/Station Preparation

1. Treatment rooms/stations should be set up to the next appointment

before the client’s arrival.

2. Therapist should pro-actively check the booking.

3. All amenities should be filled before the client enters the room.

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Resorts
Except pursuant to a written agreement.
 SPA AND WELLNESS DEPARTMENT

Department:
Effective Date: Total Page(s):
SPA & WELLNESS
February 1, 2017 4
DEPARTMENT

Subject:

P&P ON GUEST INTERACTION

Issued by: Approved by:

SPA MANAGER
Distribution: No.:

All SPA Department 006-SWPP-V001

POLICIES & PROCEDURES

DEPARTMENT : SPA & WELLNESS DEPARTMENT

SUBJECT : GUEST INTERACTION

Reservations

1. Reservations must be processed according to the spa procedure and by

authorized employees.

2. An existing reservation can only be altered if requested or approved by

the client.

Cancellation Policy

1. The cancellation policy must be defined to the client at the time of

reservations.

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 SPA AND WELLNESS DEPARTMENT

2. Notice of at least ___ hours is required to cancel a booking.

3. Conduct appointment confirmation calls at least 2 hours before the

treatment can reduce number of cancellations.

4. If less than 3 hours cancellation notice is given or the client does not
arrive at the scheduled time, the full treatment will he charged to the
credit card holding the booking, if the hotel guest resides in the hotel.

5. If the client confirms another booking at the time of cancellation,

scheduled within two weeks of the original reservation, the cancellation
fee may be waived to maintain client loyalty and satisfaction.

Dress Code

1. The relevant dress code should be explained to the clients at the time of
reservation.

2. All guests are given an option whether to wear shorts or center-supplied

disposable garments during all treatments or nothing at all provided
therapists would cover them discreetly.

Confirmation Calls

1. Telephone calls are to be conducted daily by the receptionist to confirm

the next day’s Appointment Schedule.

Complaints

1. Give clients’ complaints and concerns emphatic attention.

2. Maintain a neutral position by refraining from taking sides or expressing

right/wrong statements.

3. Address the complaint with the intention of resolving the issue and
arriving at a mutually acceptable solution.

4. Inform the center manager of all complaints.

5. The center manager should review and address all written complaints
within 24 hours of receipt.

Check Out

1. Authorized employees must conduct the Check Out Procedure:

2. After each treatment, therapist will advise clients to proceed to

relaxation area for hot tea as completion of treatment.

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 SPA AND WELLNESS DEPARTMENT

3. Therapist will advise client to ring the bell if she/he is finished drinking.

4. While waiting, therapist should go back to the room to check any

valuables that may have been left behind, but should still be sensitive if
bell already rung.

5. If guests said that he/she would stay for more than 5 minutes, therapist
should provide magazines to read and advise client that she will start
replenishing the room and client will just ring the bell when ready to go.

6. Therapist should at all times accompany clients in going down to

receptionists and check if charges for treatment done are right.

7. Therapist should help client in preparing the shoes and make sure that
it’s the right pair for him.

8. Always acknowledged the client goodbye and wish him a pleasant day or
whatever is appropriate.

Payments

1. Only authorized personnel are permitted to operate the cash register.

2. Authorized personnel include the receptionist and the center manager.

3. Authorized personnel must undergo formal training operation of the cash

register and all payment methods.

4. Only authorized payment methods will be accepted.

5. The client may choose which authorized payment method is most

convenient for them.

6. In order to abide by the spa’s contracts with credit card companies,

employees must not state any payment method as “preferred” by the
center.

7. Cash sales are only accepted in authorized currencies: Pesos and US$.

Term of Sale

Sales is made in accordance with local regulations and center policy: 7

days only or depends on the approved hank deal.

Products Return

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 SPA AND WELLNESS DEPARTMENT

1. Products must be returned within seven days from the date of sale.

2. Products sold by the center can be returned if:

a. The product has expired, is perceived to have expired due to smell

or visual assessment, or is otherwise unusable.
b. The client received a physical reaction to the product.
c. A Spa employee prescribed the product incorrectly.

3. To compensate the client, a replacement product should be offered.

4. If the client does not want a replacement product, they can receive a
refund for the value of the item purchased.

Retail Sales

1. Sales of retail items are to be conducted in a professional manner.

2. Employees should proactively advise clients on the range of products

available for purchase.

3. Employees must only recommend products that are suitable for the
client and address their requirements.

4. Payments for retail items are to be made at reception.

Products & Samples

1. Employees are not permitted to purchase products on behalf of clients.

2. Only authorized sample products and quantities are to be given to

clients.

3. All give-always should be part of pro-shop free item-inventory. All items

given should be listed on the daily summary report for the next day’s
recording

Spa Tour

1. All center tour clients must sign the Guest Book before the tour.

2. Each client should leave a business card for database and security
purposes.

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 SPA AND WELLNESS DEPARTMENT

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 SPA AND WELLNESS DEPARTMENT

Department:
Effective Date: Total Page(s):
SPA & WELLNESS
February 1, 2017 4
DEPARTMENT

Subject:

P&P ON SPA TREATMENT PROCEDURES

Issued by: Approved by:

SPA MANAGER
Distribution: No.:

All SPA Department 007-SWPP-V001

POLICIES & PROCEDURES

DEPARTMENT : SPA & WELLNESS DEPARTMENT

SUBJECT : SPA TREATMENT PROCEDURES

Policies

To facilitate a smooth treatment process, all therapists are advised to

follow the standard procedures before treatment.

Welcoming the Guest

1. Greet the guest of The Oriental Way of greetings with both hands in
chest level then bow.

2. Ask the guest of his/her name to address him/her properly.

3. Inform the guest of the massage packages and explain the detail
procedures and its inclusions.

4. Once the guest decided to go with the procedures, the therapist will
now ask to prepare for the procedures.

Qualifying the Guest for the Procedures

1. Politely ask the guest to fill-up the “Consultation Form.”

2. All new clients must fill out a Client Consultation Form.

3. Returning clients must fill out a Client Consultation Form where

treatments specifically require the identification of potentially new
information or guest history conducted six (6) months ago.

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 SPA AND WELLNESS DEPARTMENT

4. If in case the guest don’t’ want to fill-up, therapists must read the Client
Consultation Form and ask questions stated in the Consultation Form.
5. All Consultation form must be Duly signed by the guest.

Taking Guests’ Blood Pressure (Mandatory)

1. All guests must be required for the Blood Pressure (BP) procedures to
ensure that the guest is in normal health condition.

2. Politely the therapist should ask the guest to under go Blood Pressure
procedure. If guest are in normal BP, therapist can advise the guest to
proceed to the next part of process in preparation for treatment.

3. If in case the guest are having either low or high blood pressure,
therapist should advise the guest for take a rest for awhile before the
treatment. If in any case after 15 minutes has passed and the blood
pressure is still the same, therapist should encourage to re-schedule
the treatment some other time.

4. If the guest insist to continue with the treatment process, he/she should
sign a WAIVER Form, making the therapist and the management not
liable to any untoward incident during the treatment.

Changing of the Outfit

1. Therapist will now ask the guest to change his/her outfit.

2. Therapist should give the “locker key” to the guest and guide him /her to
the changing area.

3. In the changing area, the therapist already prepared the bathrobe, and
will give instruction for the next step.

First Procedure

1. Once the guest already change his outfit, the therapist should invite the
guest for the foot soak procedures.

2. While the guest is still at the soaking area, the therapist should prepare
the treatment room. Oil, towel, pillow, scented oil, sleeping music must
be ready.

Sharing of Rooms

1. Clients are not permitted to share rooms, except if it’s a couple’s room.

2. For Bridal Shower or other corporate party done in the center, clients are
permitted to share rooms as part of the affair.

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 SPA AND WELLNESS DEPARTMENT

Inside the Room

1. Therapist should invite the guest to prepare him/herself for the

procedure.

2. Therapist should hand over the towel and give instructions and leave
the guest for another three (3) minutes.

3. Once done, expected that the guest already lying in the bed, the
therapist should inform and confirm the package he/she picked and its
inclusions.

4. The therapist should inform the guest of the starting time (actual time).

5. The therapist now will proceed with the procedures with the following
in his/her mind:

a. All procedures must be with the permission of the guest

especially the level of pressure;
b. The parts of the body guests doesn’t want to have massage;
c. Should speak in English loudly but not too loud;
d. Face massage and hair message be in permission of the guest;
e. Always practice proper hygiene, use alcohol at all times;
f. Be sensitive with reaction of the guest;
g. Be professional;
h. Avoid unnecessary contact with the guest;
i. Never massage a wound;
j. Avoid the back of the knee;
k. Always be gentle when applying pressure on the lower back;
l. Never massage legs with bad veins;
m. Please refer to the company policy during the massage.

After the massage

1. Inform the guest that the massage is finish

2. Ask the guest of the drinks he/she wants.

3. Leave the guests for a while and give time to rest;

4. When the guest is still sleeping, wake him/her up slowly;

5. Give him/her hot face towel for him/her to freshen up;

6. Give him/her drink and cookies.

Changing Outfit

1. Guide the guest to change his/her outfit;

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 SPA AND WELLNESS DEPARTMENT

2. Ask the guest of his/her satisfaction of the massage procedures;

3. Once ready, hand over his/her Bill;

4. Invite the guest to come back and inform of the other hotel promos;

5. Say goodbye to the guest.

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 SPA AND WELLNESS DEPARTMENT

Department:
Effective Date: Total Page(s):
SPA & WELLNESS
February 1, 2017 1
DEPARTMENT

Subject:

P&P ON CONFIDENTIALITY OF INFORMATION

Issued by: Approved by:

SPA MANAGER
Distribution: No.:

All SPA Department 008-SWPP-V001

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 SPA AND WELLNESS DEPARTMENT

POLICIES & PROCEDURES

DEPARTMENT : SPA & WELLNESS DEPARTMENT

SUBJECT : CONFIDENTIALITY OF INFORMATION

Confidentiality

1. Information gathered such as his residence, type of work, his/her

richness or even birthmarks in his/her body are strictly confidential.
Questions regarding health may be asked during the sessions merely to
accurately gauge levels of stress, extent of injuries or personal goals in
the treatment.

2. All information about the guest should not be told to others even within
the co-therapist.

Draping

1. Guests are draped during the massage, skin or body treatments. When
an area such as the back is being massaged, this area is uncovered,
massaged and then recovered to keep the muscles warm. Draping is
required and is used for the purpose of warmth and professionalism.
Undergarments can be worn if the client wishes.

Department: Effective Date: Total Page(s):

SPA & WELLNESS February 1, 2017 2
DEPARTMENT

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 SPA AND WELLNESS DEPARTMENT

Subject:

P&P ON HANDLING COMPLAINTS / INCIDENT REPORT

Issued by: Approved by:

SPA MANAGER
Distribution: No.:

All SPA Department 009-SWPP-V001

POLICIES & PROCEDURES

DEPARTMENT : SPA & WELLNESS DEPARTMENT

SUBJECT : HANDLING COMPLAINTS / INCIDENT REPORT

Policy
The therapist shall address every guest request and complaint immediately
and without fail.

Objectives

To ensure that all guest requests and complaints are received and
documented properly.

To ensure that all guest requests and complaints are immediately attended
to and acted upon.

Procedures

1. Indentify the name of the guest making the request or complaint.

2. Repeat the details of the guest’s request or complaint for

confirmation.

3. Ask the guest to fill-up Guest Incident Report Form

4. The therapist should immediately report the incident to the Spa

Supervisor to make immediate action on the matter.

5. Inform the guest if the request or complaint may take some time to be
attended to or resolved, and explain the reason for the situation.

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 SPA AND WELLNESS DEPARTMENT

6. If the request or complaint has been addressed to guest satisfaction,

thank the guest for being with whatever inconvenience the problem
may have caused the guest.

Guest Incident Action (GIA) Form No. __________

Date & Time:

Completed By (Name, Department):
Time of Incident:

Client Name _____________________ Room No.: ____________________

Company: _____________________ Phone No.: ____________________
Check-In: _____________________ Check-Out: ____________________

Please Describe the Guest Incident:

__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
_________________________________________________________________

Please Describe the action taken and any follow-up required:

__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
______________________________

Root Cause: Why did this incident happen?

__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________

How will you prevent this matter from happening again?

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Except pursuant to a written agreement.
 SPA AND WELLNESS DEPARTMENT

__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________

Department:
Effective Date: Total Page(s):
SPA & WELLNESS
February 1, 2017 2
DEPARTMENT

Subject:

P&P ON HANDLING INDECENT PROPOSAL/SEXUAL HARASSMENT

Issued by: Approved by:

SPA MANAGER
Distribution: No.:

All SPA Department 010-SWPP-V001

POLICIES & PROCEDURES

DEPARTMENT : SPA & WELLNESS DEPARTMENT

SUBJECT : HANDLING INDECENT PROPOSAL/SEXUAL
HARASSMENT

Policy

The management ensures both the security of the therapists in the Center and
avoiding the any physical or sexual harassment in both party. Inappropriate client
behavior is something that a massage therapist will likely face at sometime
during the procedures. If the therapist is not prepared then it can be a very
upsetting and confusing experience. All therapists have the right to end any
session and refuse to treat a client if they fell that an appropriate therapeutic
relationship cannot be maintained.

Objectives

To prevent any physical and sexual harassment to the therapist.

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 SPA AND WELLNESS DEPARTMENT

To address the incident immediately and acted upon.

Procedures

1. If in case that the guest feels being harassed by the guest, the following
should be followed:

a. Break physical contact. It is important that the therapist should

stop the behavior.

b. Politely inform the guest that you as the therapist will stop the
procedures.

c. Position yourself next to the door. For security you need to make
sure that you are near the door for in case you can quickly open
the door if needed.

d. Describe the problem or discuss the problem to the guest why

you stopped the procedures.

e. Identify and express your limits to the guest. Explain the benefits
of the massage and the scope of work and sexual or
inappropriate gestures is not in the scope of your work.

f. Once clear to the guests and he/she promise to eliminate those

indecent behavior, the therapist has the right to continue or not
depending on how he/she feels.

g. If in case the therapist cannot continue, he/she need to politely

inform the guest that he/she will finished the procedures.

h. Ask the permission of the guest that you are leaving the room.

i. Immediately after make a verbal report to the Spa supervisor, if

possible, fill-up the Incident Report duly signed by the therapist,
spa supervisor and to be submitted to the General Manager or
Resident Manager.

j. The hotel has the right to ask the guest to leave the center and
to ban his entry to the center in the future.

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Except pursuant to a written agreement.
 SPA AND WELLNESS DEPARTMENT

Department:
Effective Date: Total Page(s):
SPA & WELLNESS
February 1, 2017 2
DEPARTMENT

Subject:

P&P ON SUGGESTING NEW IDEAS

Issued by: Approved by:

SPA MANAGER
Distribution: No.:

All SPA Department 011-SWPP-V001

POLICIES & PROCEDURES

DEPARTMENT : SPA & WELLNESS DEPARTMENT

SUBJECT : P&P ON SUGGESTING NEW IDEAS

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 SPA AND WELLNESS DEPARTMENT

Policy

Therapist are encourage to suggest new ideas for the improvement of the
procedures and process in delivering quality service to our guests.

Procedures

1. For any new ideas the therapist should suggest, the “Internal Direct
Report” Form to eliminate inconsistency and suggesting new ideas.

2. The form should be submitted to the Spa Supervisor for evaluation of

the suggested ideas.

Internal Direct Report

I.D.R No. ____________

This form is a tool to improve our quality to eliminating inconsistencies and by

suggesting new ideas

Name: ________________________________________________________________________
Department: ________________________________________________________________________
Date & Time:
________________________________________________________________________

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Except pursuant to a written agreement.
 SPA AND WELLNESS DEPARTMENT

Please write down the problems or conditions which are interfering with your job
or with customer satisfaction (i.e. facilities, services, time, training, supplies,
security, purchasing, etc...)

PROBLEM: (please specific as to date, time and location)

__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
______________________________

POSSIBLE CAUSE:

__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
______________________________

RECOMMENDED SOLUTION/NEW IDEA

__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________

Department:
Effective Date: Total Page(s):
SPA & WELLNESS
February 1, 2017 2
DEPARTMENT

Subject:

P&P ON TREATMENT SLIP

Issued by: Approved by:

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Except pursuant to a written agreement.
 SPA AND WELLNESS DEPARTMENT

SPA MANAGER
Distribution: No.:

All SPA Department 012-SWPP-V001

POLICIES & PROCEDURES

DEPARTMENT : SPA & WELLNESS DEPARTMENT

SUBJECT : TREATMENT SLIP

Objectives:
a) To facilitate easy computation of commissions.
b) To keep track of the number of Spa arid/or Salon treatments per day.

Mechanics:
a) Treatment Slips should come in booklet form.
b) Treatment Slips should come in 3 copies.
c) Treatment Slips should be numbered just like an Official Receipt or a
Sales Invoice.
d) Delegation of copies is as follows:
 1st copy: Therapist
 2nd copy: Manager / Reception Personnel
 3rd copy: Facility Owner (to remain in booklet)

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Format:
(Name of SPA)
TREATMENT SLIP
NO: ________
DATE: _____________
TIME: ________

TREATMENTS TIME STARTED TIME ENDED AMOUNT

REMARKS:

SIGNITURE OF SUPERVISOR:

NAME & SIGNITURE OF THERAPIST:

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 SPA AND WELLNESS DEPARTMENT

Department:
Effective Date: Total Page(s):
SPA & WELLNESS
February 1, 2017 2
DEPARTMENT

Subject:

P&P ON GUEST SATISFACTION SURVEY

Issued by: Approved by:

SPA MANAGER
Distribution: No.:

All SPA Department 013-SWPP-V001

POLICIES & PROCEDURES

DEPARTMENT : SPA & WELLNESS DEPARTMENT

SUBJECT : GUEST SATISFACTION SURVEY

Policy

The Spa and Wellness center commits in providing quality service and ensuring
guest satisfaction.

Objective

To validate guest satisfaction through collective satisfaction survey.

Procedures

1. After the treatment, the therapist should politely ask the guest to fill-up
the “Guest Satisfaction Survey Form”.

2. The guest if willing should accomplish the form.

3. The guest has the right to refuse in filling up the form.

4. Once finished, it should be handed over to the Spa Supervisor for

evaluation

5. The Spa Supervisor should include in the Daily Briefing all the result of
the survey for clarification and improvement of service.

6. The original copy should be submitted to the General Manager of the

property for documentation.

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 SPA AND WELLNESS DEPARTMENT

GUEST SATISFACTION SURVEY

Form No.:____________________________

Kindly answer this survey form honestly and with candor. This survey shall allow
us to understand your level of satisfaction with our current service levels. We
would like to express our sincerest gratitude for taking time in answering this
survey and helping us understand how our services can be improved.

Question Measurement
Unsatisfact Good Excelle
ory nt
1. How would you rate the cleanliness of our 1 2 3 4
facilities? 5 6
2. How would you rate the cleanliness of the
personal amenities made available to you 1 2 3 4
(I.e. towels, robes, slippers, linen, etc.)? 5 6
3. Were the following available during your
visit and made available for your use?
a. Facility (i.e. treatment room, wet floor Yes No
equipment, etc.) Yes No
b. Masseur Yes No
. c. Amenities (i.e. soap, lotion, etc.)
4. How would you rate us on the following:
a. Courtesy 1 2 3 4
b. Friendliness 5 6
C. Assistance/accommodation 1 2 3 4
d. Grooming 5 6
1 2 3 4
5 6
1 2 3 4
5 6
5. How would you rate us on our ability to 1 2 3 4
provide you with the information you need 5 6
on our services?
6. How would you rate us to answer your 1 2 3 4
queries regarding our services? 5 6
7. How would you rate us on the’ speed of 1 2 3 4
our service, such that we didn’t make you 5 6
wait too long?
8. How would you rate the level of 1 2 3 4

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 SPA AND WELLNESS DEPARTMENT

relaxation, rejuvenation and revitalization 5 6

you experienced at the spa?
9. What services did you avail of? 1 2 3 4
5 6
10. How satisfied were you with the service 1 2 3 4
provided? 5 6
11. Would you recommend end our services Yes No
to your friends?

OTHER REMARKS:
NAME OF COSTUMER: AGE:
MOBILE NO.
EMAIL ADRESS:

Department:
Effective Date: Total Page(s):
SPA & WELLNESS
February 1, 2017 2
DEPARTMENT

Subject:

P&P ON FREQUENCY CARD

Issued by: Approved by:

SPA MANAGER
Distribution: No.:

All SPA Department 014-SWPP-V001

POLICIES & PROCEDURES

DEPARTMENT : SPA & WELLNESS DEPARTMENT

SUBJECT : FREQUENCY CARD

Policy

Spa Frequency Card was launced to entice the guest to patronize the services of
the SPA by the Oriental.

Procedures

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 SPA AND WELLNESS DEPARTMENT

 Guest who avail one of the services of the SPA is entitled for the frequency
card.
 The therapist and supervisor has the discretion to distribute the Frequency
Card.
 The guest should fill-up the Guest Profile Form and Monitoring Sheet.
 This card is applicable for all Spa Services.
 One stamp per person per visit policy is applied.
 Stamps are only valid for non- promo services.
 Free service must be claimed prior to expiry of card.
 A valid ID with signature must be presented upon stamping.
 Card is valid three (3) months from the date of issuance.

Mechanics:

 Guest should avail at least one (1) spa treatment to get the Frequency
Card.
 Guest should fill-up the “Frequency Card Guest Profile Form”
 Guest must present the Frequency Card every time he/she avails the
treatment.
 Spa supervisor should record each treatment in the Profile Form to validate
and monitor the availment.
 Only spa supervisor is allowed to sign or stamp the Frequency Card.

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Except pursuant to a written agreement.