Intelligent Spas releases New Business Tools for Spa Operators

Intelligent Spas has released a new series of Spa Operating Procedures, Policies and Forms Manuals to assist spa businesses raise service standards, improve customer satisfaction, create and maintain spa ambience, implement employee training and reduce costs associated with waste and inefficient processes.

The revised manuals are based on detailed feedback and preferences gained from clients who purchased and used Intelligent Spas’ original Spa Policies and Procedures Manual over the last three years, and incorporate extensively expanded content in a new, editable file format which allows easy customisation for unique requirements. Additional items featured in the new manuals include supporting process maps and ready-to-use forms, checklists, scripts and samples, effectively achieving an instant, professionally formatted manual requiring minimal customisation - this combination of resources saves spa businesses thousands of man hours and/or consulting dollars when compared to creating their own manual.

The new topic-focused manuals are ideal for improving a particular problem area of spa operations, or for providing a complete and consistent set of standard operating procedure manuals to effectively train all spa employees and efficiently operate a professional spa facility. The content is designed to be applicable to different types and sizes of spa facilities and to allow operators to implement industry best practices.

The first two manuals in the series to be released are entitled “Client Interaction & Service Standards” and “Housekeeping & Spa Presentation”:

Client Interaction & Service Standards Manual

Given growing competition coupled with increasing consumer demands, it is critical spa employees are trained in each potential client interaction situation and deliver the standards of service necessary to bestow satisfying spa experiences. Intelligent Spas’ Client Interaction & Service Standards Manual provides an extensive collection of policies and procedures which address the complete spa experience from time of reservation through to departure after their treatment.

Some of the forty-four major items incorporated in the manual include taking reservations in person versus over the phone, requesting credit card details to secure bookings, cancellation and no-show policies, terms of entry and spa etiquette, receiving and releasing clients, retail assistance and sales, terms of sale, payment options, product returns, complaints, spa tours and gift certificates. The manual may be used to establish or improve, then maintain operational consistency and service standards, critical in achieving world class customer satisfaction.

Housekeeping & Spa Presentation Manual

Intelligent Spas’ last consumer survey found females rated ambience within a spa as the most important factor when choosing a spa (Source: Intelligent Spas, Female Versus Male Spa Consumers: A Survey of Behaviours, Expectations, Preferences & Predictions). Presentation and cleanliness are key contributors to a spa’s ambience so it is important to implement a system of continuous reviews to ensure each client views the spa at its best.

Intelligent Spas’ Housekeeping & Spa Presentation Manual provides over thirty major policy and procedure items to not only provide a clean, hygienic and safe environment, but to also assist with the continuation of spa ambience. Topics covered in the manual include daily spa opening and closing procedures for each major area within the spa including reception, treatment rooms, stations, relaxation rooms and supporting facilities, as well as post treatment preparation and individual locker restocking. Other supporting functions such as stock monitoring, laundry, diffusing oils and repairs and maintenance are also featured to ensure a spa’s ambience and efficiency are sustained throughout the operating day.

“We are proud to offer a practical, leading-edge product which is comprehensive, editable, time-saving and cost effective” said Julie Garrow, Managing Director, Intelligent Spas.

Julie added that “spa owners, managers and directors are too busy (and important!) to micro-manage staff and continuously fight fires, so Intelligent Spas has revised its original policies manual to make it easier than ever to establish a practical system for repetitive and time consuming activities, enabling management efforts to be channelled towards maximising the spa’s success”.

The manuals feature the following content:

- Critical spa policy items describing spa rules, standards and strategies specific to internal management requirements, behaviour expected from employees, terms and conditions for clients and actions to be taken in certain situations.

- Comprehensive spa procedure items outlining the sequence of tasks required to conduct specific activities incorporating logistical efficiencies, operational and technical methodologies, service and quality standards and reporting structures and requirements.

- Ready-to-use forms, checklists, scripts and samples effectively achieving an instant, professionally formatted manual requiring minimal customisation.

- An introductory “How to Use This Manual” section explaining tips for file management, adding your brand identity, customising the manual contents, re-setting the automated numbering system and additional formatting options.

- Process maps illustrating the flow of policy and procedure items, ideal for using as a visual tool in training sessions.

- Tables already formatted to record version control, responsible position and department, prerequisite, post requisite and supporting items, and the main objective of the item.

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