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8. Glass doors, mirrors, sills and frames are clean, without
streaks or smudges.
Fitness centre services (if manned)
1. According to the facilities available, the hotel’s Fitness
Centre team will:
• warmly greet or acknowledge the arriving guest;
• use the guest’s name effectively, but discreetly, as a sign
of recognition;
• escort the guest to the guest’s chosen activity; and position
equipment if necessary;
• make courtesy rounds to replenish guest water and towel
supply throughout the guest stay;
• Offer any advice, assistance with equipment or training
session
• remain well positioned to observe and greet arriving
and returning guests.
2. Fitness Centre Team Member uniform will always appear
crisp, clean, polished and well fitted.
3. Fitness Centre Team Member will speak in a natural,
courteous and attentive manner, avoiding pretention.
15
Recreation / spa&
wellbeing
Spa & wellbeing presentation – (where
applicable)
1. Upon entering, the guest experiences a Spa & Wellbeing
outlet that is clean, soothing and fresh smelling.
2. Seating area, changing facilities, Therapist stations and Spa
furniture are in as-new condition, neatly arranged and free of
stains, holes, tears and cushions are ‘puffed up’.
3. Tables are clean, without flaws and stable
4. The floor is clean and free of stains, debris, tears,
discolouration or visible wear.
5. Paint is fresh, clean, not chipped and free of stains.
6. Walls, ceilings, skirting boards, vents and woodwork
are clean and free of scuffs, scratches and stains.
7. Towels are in as-new condition, well pressed, fresh and
free of discolouration, stains and holes.
9. Doors are secured and easily opened without squeaks or
obstructions.
10. Drapes and blinds are free of stains and holes; they hang
properly and close properly.
11. Lampshades are clean and free of stains, tears or
discolouration.
12. Artwork is hanging straight at the correct height and in
good condition.
13. All electrical switches are in good working order.
14. Light fixtures are uniform, dust free and working.
15. Telephones are clean; a notepad with pen is available next
to the telephone.
16. Therapy menus are clean, without spelling mistakes, tears,
creases or pen marks.
17. Magazines, in new condition, include a popular local
lifestyle magazine and a current Spa and Wellbeing
publication.
18. Music selection and volume appropriate to the space.
19. Where applicable, the exterior terrace is swept and clean.
Spa & wellbeing services
1. Phone service will be very efficient, answered before the
4th ring.
2. No one will be put on hold longer than 15 seconds, or in
case of longer holds, a call back will be offered and provided
in less than 3 minutes.
3. Team Members on the phone will sound calm and
organized, and will give the caller an unhurried impression.
4. Telephones will be answered the following: “Good
morning / afternoon / evening, Spa, this is (name),
how may I help you?”.
5. Team Members will be knowledgeable of treatments
available (i.e. facials, massages and body treatments) and
available treatment time slots is offered.
6. Special requests will be noted and every effort will be made
to accommodate guest’s request (e.g. preference for male or
female therapist).
7. Treatment required, requested time for treatment and cost of
treatment will be confirmed with guest.
8. Appointments will be easy to make and confirmed in writing
on a branded card or smartphone app/text/message.
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