Standard Standard Description StandaSectioEncounteEncounYes No NA

If the booking was made

within 24 hours, did the
Spa & Spa Spa
employee confirm
CON.SE.460.23 ServiceFitnes Experienc Reserv
therapist gender at the
s e ation
time of booking and was
this adhered to?
Therapist reconfirms the
duration and type of
treatment booked and
professionally questions Spa & Spa Spa
CON.SE.460.33guest to determine any ServiceFitnes Experienc Treat
preference and special s e ment
needs (not ask same
questions from
questionnaire)
Was an eye pad/face
towel offered when guest
Spa & Spa Spa
turned on to their back
CON.SE.460.42 ServiceFitnes Experienc Treat
(n/a for facials) and were
s e ment
proper draping
techniques used?
Upon completion of the
treatment, did the
service provider
Spa & Spa Spa
ascertain the guest's
CON.SE.460.47 ServiceFitnes Experienc Treat
satisfaction and provide
s e ment
post treatment advice
(i.e. drink lots of water,
skin care advice, etc.)?
Were employees well
groomed and neatly
presented in clean, well Emplo
Spa & Spa
fitted uniforms and, if yee
CON.SE.460.54 ServiceFitnes Experienc
applicable, wearing Behavi
s e
name badges, resulting our
in a positive first
impression?
Was the employee’s
speech clear and use of Emplo
Spa & Spa
English satisfactory, yee
CON.SE.460.57 ServiceFitnes Experienc
enabling engagement in Behavi
s e
two-way conversation our
with the guest?
 Was the treatment room
and relaxation room (if
Spa
applicable) clean and Spa & Spa
Treat
CON.CL.460.05well presented with all of Cleanli Fitnes Experienc
ment
the fresh linen/towels s e
Room
clean and in excellent
condition?

Did the employee advise

the oil/scent to be used Spa
Spa & Spa
for signature treatments Treat
CON.SE.460.53 ServiceFitnes Experienc
or give the guest a ment
s e
choice of oils/scent for a Room
non-signature massage?

If reservation is done on
the phone, my call is Spa & Spa Spa
CON.SE.460.01answered within 3 rings, ServiceFitnes Experienc Reserv
with a smile and warm s e ation
greeting
Greeting is not rushed
Spa & Spa Spa
and I can hear both
CON.SE.460.02 ServiceFitnes Experienc Reserv
name of spa and
s e ation
employee clearly
If the call was not Spa & Spa Spa
CON.SE.460.03answered in 3 rings, an ServiceFitnes Experienc Reserv
apology is extended s e ation
If I am put on hold it did
not exceed 30 seconds Spa & Spa Spa
CON.SE.460.04and I am asked for ServiceFitnes Experienc Reserv
permission before doing s e ation
so
The background is free of
any noise or
Spa & Spa Spa
disturbances (i.e. makes
CON.SE.460.05 ServiceFitnes Experienc Reserv
the conversation difficult
s e ation
to hear or causes a
distraction)
Was there a designated Spa & Spa Spa
LHW.SE.460.06receptionist
present ServiceFitnes Experienc Reserv
upon arrival? s e ation

If reservation is done
Spa & Spa Spa
directly at the spa, I am
CON.SE.460.07 ServiceFitnes Experienc Reserv
greeted or acknowledged
s e ation
upon entering the spa
 A Spa menu available at
the Spa reception (and in
guest rooms) enables
guest to choose from a Spa & Spa Spa
CON.PR.460.01variety of massage, body ProductFitnes Experienc Reserv
treatment, skincare, s e ation
manicure/pedicure, in-
room treatments, couple
services, etc.

Employee ascertains my Spa & Spa Spa

CON.SE.460.08name and uses it at least ServiceFitnes Experienc Reserv
once during interaction s e ation

A personalized
introduction to the Spa is
offered, whereby the Spa & Spa Spa
CON.SE.460.09various facilities ServiceFitnes Experienc Reserv
available are indicated s e ation
and explained as
required
Employee demonstrates
thorough knowledge of
all services and
Spa & Spa Spa
treatment and
CON.SE.460.10 ServiceFitnes Experienc Reserv
enthusiastically
s e ation
describes them, without
giving excessive
information
Repeated guests are
welcomed back and if
Spa & Spa Spa
past records are
CON.SE.460.11 ServiceFitnes Experienc Reserv
available, employee
s e ation
demonstrates familiarity
with their history

The employee clarifies Spa & Spa Spa

CON.SE.460.12exact treatment required ServiceFitnes Experienc Reserv
(i.e. type, duration) s e ation

Employee applies
effective questioning Spa & Spa Spa
CON.SE.460.13techniques to ascertain ServiceFitnes Experienc Reserv
my preferences and has s e ation
good listening skills
Employee suggests the
treatment that would be
Spa & Spa Spa
most appropriate and
CON.SE.460.14 ServiceFitnes Experienc Reserv
describes the benefits
s e ation
and duration of the
proposed treatment
 Any concerns about
Spa & Spa Spa
contra-indications are
CON.SE.460.15 ServiceFitnes Experienc Reserv
discussed discreetly and
s e ation
confidentially
Employee repeats details
and ascertains the Spa & Spa Spa
CON.SE.460.16room/contact number ServiceFitnes Experienc Reserv
before confirming the s e ation
booking
Employee informs about
Spa & Spa Spa
rates and cancellation
CON.SE.460.17 ServiceFitnes Experienc Reserv
policy in a very polite
s e ation
manner
If the booking is not on
Spa & Spa Spa
the same day, a written
CON.SE.460.18 ServiceFitnes Experienc Reserv
confirmation is sent to
s e ation
the room
Employee proactively
provides helpful pre-
arrival information such
Spa & Spa Spa
as allowing time after
CON.SE.460.19 ServiceFitnes Experienc Reserv
meals, etc. and ensures
s e ation
that service reflects
strong personal care and
attention
Employee recommends
guest to arrive 15
Spa & Spa Spa
minutes prior to
CON.SE.460.20 ServiceFitnes Experienc Reserv
treatment time and to
s e ation
leave valuables in their
room safe
Employee thanks the
guest for the booking Spa & Spa Spa
CON.SE.460.21and expresses sincere ServiceFitnes Experienc Reserv
wishes to welcome s e ation
guests for treatment
Employee wishes guest a
Spa & Spa Spa
pleasant day /
CON.SE.460.22 ServiceFitnes Experienc Reserv
afternoon / evening /
s e ation
night
If on the phone, Spa & Spa Spa
CON.SE.460.23employee allows me to ServiceFitnes Experienc Reserv
hang up first s e ation
I am greeted or
Spa & Spa Spa
acknowledged within 30
CON.SE.460.24 ServiceFitnes Experienc Treat
seconds upon entering
s e ment
the spa
 Spa & Spa Spa
Therapist introduces
CON.SE.460.25 ServiceFitnes Experienc Treat
himself/herself
s e ment
Employee confirms my
Spa & Spa Spa
appointment details (i.e.
CON.SE.460.26 ServiceFitnes Experienc Treat
type and length of
s e ment
treatment)
I am offered a refreshing Spa & Spa Spa
CON.SE.460.27welcome drink as per ServiceFitnes Experienc Treat
resort SOP s e ment
Therapist escorts guest
to changing room, Spa & Spa Spa
CON.SE.460.28walking at a comfortable ServiceFitnes Experienc Treat
pace opening and s e ment
holding doors for guest

Inside the changing

room, therapist indicates
the designated locker to
Spa & Spa Spa
guest, gives explanation
CON.SE.460.29 ServiceFitnes Experienc Treat
on how to use it, as
s e ment
required, and introduces
the other facilities and
amenities available

I am informed which
items of clothing should
Spa & Spa Spa
be removed for the
CON.SE.460.30 ServiceFitnes Experienc Treat
treatment booked. A
s e ment
bathrobe is and slippers
are provided
Employee awaits outside
the changing room and
Spa & Spa Spa
then escorts me to the
CON.SE.460.31 ServiceFitnes Experienc Treat
treatment room, opening
s e ment
doors and allowing me in
first

I am invited to take a
seat and requested to fill
a screening/ preferences
Spa & Spa Spa
questionnaire pre-filled
CON.SE.460.32 ServiceFitnes Experienc Treat
with my name and room
s e ment
number. A standard
resort pen is presented
for this purpose

A jewel box is provided

Spa & Spa Spa
in the treatment room in
CON.PR.460.02 ProductFitnes Experienc Treat
case guest is wearing
s e ment
any jewels
 Therapist ascertains
guest comfort by
Spa & Spa Spa
adjusting room
CON.SE.460.34 ServiceFitnes Experienc Treat
temperature, music level
s e ment
and lighting to suit
guest's preference
Therapist to inform client Spa & Spa Spa
CON.SE.460.36right before treatment ServiceFitnes Experienc Treat
commences s e ment
Treatment and draping is
provided in a way that Spa & Spa Spa
CON.SE.460.37ensures the safety, ServiceFitnes Experienc Treat
comfort and privacy of s e ment
guest
Therapist checks if room
temperature and music
volume is pleasant to
guest before starting, Spa & Spa Spa
CON.SE.460.38asks guest if he is ServiceFitnes Experienc Treat
comfortable with s e ment
pressure at the
beginning of the
massage
Therapist ensures an
atmosphere of trust,
relaxation and well-being Spa & Spa Spa
CON.SE.460.39by speaking softly, ServiceFitnes Experienc Treat
minimising background s e ment
noise and respecting
guest privacy

Therapist discreetly
Spa & Spa Spa
provides information on
CON.SE.460.40 ServiceFitnes Experienc Treat
steps of treatment and
s e ment
benefits of products used

Guest's comfort is
ensured during massage
by placing a bolster or
Spa & Spa Spa
rolled towel under
CON.SE.460.41 ServiceFitnes Experienc Treat
guest's ankles while on
s e ment
his/her front and under
the knees while on
his/her back
 Therapist respects guest
privacy, leaves the room
when the guest gets on
and off the table, knocks
and waits for a response
Spa & Spa Spa
before re-entering the
CON.SE.460.43 ServiceFitnes Experienc Treat
room. If not possible to
s e ment
leave the room, therapist
lifts the towel / drape
above eyes level and
invites guest to lie down
or change position

Throughout treatment
therapist ensures privacy
Spa & Spa Spa
when folding
CON.SE.460.44 ServiceFitnes Experienc Treat
towels/sheets to cover
s e ment
guest in an appropriate
manner
Was the treatment free Spa & Spa Spa
LHW.SE.460.45of any interruptions and ServiceFitnes Experienc Treat
outside noise? s e ment

Did the treatment begin

Spa & Spa Spa
and end on time and last
LHW.SE.460.46 ServiceFitnes Experienc Treat
for the full duration of
s e ment
the service requested?

Therapist offers
water/refreshment and Spa & Spa Spa
CON.SE.460.48invites guest to take ServiceFitnes Experienc Treat
advantage of the Spa s e ment
facilities
A clearly itemised and
accurate bill is presented Spa & Spa Spa
CON.SE.460.49to me in a clean folder, ServiceFitnes Experienc Treat
with a standard resort's s e ment
pen
Guests leaving the Spa
are warmly greeted at
Spa & Spa Spa
the reception area and
CON.SE.460.50 ServiceFitnes Experienc Treat
their satisfaction in
s e ment
regards to treatment
received is ascertained
The treatment received Spa & Spa Spa
CON.SE.460.51reflectswhat was ServiceFitnes Experienc Treat
advertised s e ment
 Team member asks if
guests wish to make Spa & Spa Spa
CON.SE.460.52another appointment or ServiceFitnes Experienc Treat
if any other assistance is s e ment
needed
Team member uses
appropriate courtesy and Spa & Spa Spa
CON.SE.460.53wishes guest a pleasant ServiceFitnes Experienc Treat
day / afternoon / evening s e ment
/ night
Emplo
Employees observe strict Spa & Spa
yee
CON.SE.460.55body hygiene and avoid ServiceFitnes Experienc
Behavi
strong perfume s e
our
Team member maintains Emplo
Spa & Spa
alert, professional yee
CON.SE.460.56 ServiceFitnes Experienc
posture in the presence Behavi
s e
of guests our
Employees speak softly
and ensure that the Emplo
Spa & Spa
relaxing atmosphere of yee
CON.SE.460.58 ServiceFitnes Experienc
the spa is not disturbed Behavi
s e
by any phones, pagers, our
hard heels, etc.
Team member is polite, Emplo
Spa & Spa
well mannered, and yee
CON.SE.460.59 ServiceFitnes Experienc
demonstrates a positive Behavi
s e
attitude our
Emplo
Employee uses guest's Spa & Spa
yee
CON.SE.460.60name at least once ServiceFitnes Experienc
Behavi
during the interaction s e
our
Employee personalizes
the interaction in any Emplo
Spa & Spa
way (i.e. engage in polite yee
CON.SE.460.61 ServiceFitnes Experienc
conversation) and Behavi
s e
engages me as our
individuals
Employee makes eye Emplo
Spa & Spa
contact and gives the yee
CON.SE.460.62 ServiceFitnes Experienc
guest their undivided Behavi
s e
attention our
Emplo
Employee offers a warm Spa & Spa
yee
CON.SE.460.63and sincere farewell as ServiceFitnes Experienc
Behavi
guest leaves the spa s e
our
 Emplo
Spa & Spa
Employees do not group yee
CON.SE.460.64 ServiceFitnes Experienc
together Behavi
s e
our
Spa
The spa is kept
Spa & Spa Faciliti
spotlessly clean and
CON.CL.460.01 Cleanli Fitnes Experienc es
smelling fresh at all
s e Gener
times (resort's scent)
al
Attractive candles / Spa
fresh, floral Spa & Spa Faciliti
CON.PR.460.03arrangements/live plants ProductFitnes Experienc es
are present in the spa s e Gener
reception area al
Spa
Anyone walking in
Spa & Spa Faciliti
immediately feels the
CON.PR.460.04 ProductFitnes Experienc es
calmness, tranquillity
s e Gener
and relaxing atmosphere
al
Spa
An employee is always
Spa & Spa Faciliti
present at the reception
CON.SE.460.65 ServiceFitnes Experienc es
to welcome guests and
s e Gener
answer the phone
al
Spa
Spa & Spa Faciliti
The flooring and wall
CON.CL.460.02 Cleanli Fitnes Experienc es
surfaces are clean
s e Gener
al
Spa
The flooring and wall Spa & Spa Faciliti
CON.CO.460.0 surfaces are well Conditi Fitnes Experienc es
maintained s e Gener
al
Spa
All furniture and Spa & Spa Faciliti
CON.CO.460.0 upholstery are well Conditi Fitnes Experienc es
maintained s e Gener
al
Spa
Lighting is sufficient and Spa & Spa Faciliti
CON.CO.460.0 in good working Conditi Fitnes Experienc es
condition s e Gener
al
 Soft and soothing music Spa
plays in the background, Spa & Spa Faciliti
CON.PR.460.05sound system operating ProductFitnes Experienc es
at comfortable volume s e Gener
and good sound quality al

Spa
Work station is well Spa & Spa Faciliti
CON.CL.460.03organized, discreet and Cleanli Fitnes Experienc es
clean s e Gener
al
Spa
Shelves and items on
Spa & Spa Faciliti
display are clean, well
CON.CL.460.04 Cleanli Fitnes Experienc es
organised and visually
s e Gener
appealing
al
Sufficient seating area is Spa
available to Spa & Spa Faciliti
CON.PR.460.06accommodate guests on ProductFitnes Experienc es
visit or awaiting s e Gener
treatment al
The Spa opening/closing
hours as well as Spa Spa
Rules & Regulations, Spa & Spa Faciliti
CON.PR.460.07written in English, French ProductFitnes Experienc es
and other languages are s e Gener
affixed at the reception al
area
Spa
All furniture and Spa & Spa
Treat
CON.CO.460.0 equipment/amenities in Conditi Fitnes Experienc
ment
good condition s e
Room
Spa
Treatment rooms have Spa & Spa
Treat
CON.PR.460.08individual music volume ProductFitnes Experienc
ment
and temperature control s e
Room
Individual treatment Spa
Spa & Spa
rooms as well as and Treat
CON.PR.460.09 ProductFitnes Experienc
couple treatment rooms ment
s e
are available Room
Spa
Treatment room is Spa & Spa
Treat
CON.PR.460.10comfortable and enables ProductFitnes Experienc
ment
total relaxation s e
Room
Spa
Laundry basket and trash Spa & Spa
Treat
CON.PR.460.11receptacles are emptied ProductFitnes Experienc
ment
after each treatment s e
Room
 Spa
Supplementary towels Spa & Spa
Treat
CON.PR.460.12are available in ProductFitnes Experienc
ment
treatment room s e
Room
Spa
All linen, towels and Spa & Spa
Treat
CON.SE.460.66amenities are replaced ServiceFitnes Experienc
ment
after each treatment s e
Room
Each treatment room is Spa
Spa & Spa
equipped with a shower Treat
CON.PR.460.13 ProductFitnes Experienc
and amenities provided ment
s e
as per resort's SOP Room
Changing rooms and Spa
Spa & Spa
relaxation areas are Changi
CON.CL.460.06 Cleanli Fitnes Experienc
clean, hygienic, air-fresh ng
s e
and odour-free. Room

Air conditioning is set at

a comfortable
Spa
temperature and the Spa & Spa
Changi
CON.PR.460.14resort's scent emanating ProductFitnes Experienc
ng
from the oil burners help s e
Room
to maintain a pleasant
atmosphere

Spa
Lockers are in good Spa & Spa
Changi
CON.CO.460.0 condition, spacious, with Conditi Fitnes Experienc
ng
hooks and hangers s e
Room
Spa
Spa & Spa
Changi
CON.CL.460.07Showers are clean Cleanli Fitnes Experienc
ng
s e
Room
Spa
All shower fixtures and Spa & Spa
Changi
CON.CO.460.0 appliances are in good Conditi Fitnes Experienc
ng
working condition s e
Room
Spa
Amenities per resort's Spa & Spa
Changi
CON.PR.460.15SOP, are displayed in ProductFitnes Experienc
ng
sufficient quantity s e
Room
Bathrobes, slippers and
Spa
towels are clean, fluffy, Spa & Spa
Changi
CON.CL.460.08spotless and readily Cleanli Fitnes Experienc
ng
available throughout the s e
Room
locker area
There are separate male Spa
Spa & Spa
and female changing Changi
CON.PR.460.16 ProductFitnes Experienc
rooms and seating area ng
s e
is available Room
 Spa
Laundry baskets as well Spa & Spa
Changi
CON.CL.460.09as trash receptacles are Cleanli Fitnes Experienc
ng
regularly emptied s e
Room
Spa
A hair dryer in good Spa & Spa
Changi
CON.CO.460.0 working condition is Conditi Fitnes Experienc
ng
available s e
Room
Wet areas are separate
Spa
from dry areas and kept Spa & Spa
Changi
CON.PR.460.17clean, fresh smelling and ProductFitnes Experienc
ng
free of standing water, s e
Room
soiled linens, etc.
Spa
Hot/iced tea and/or other Spa & Spa
Changi
CON.PR.460.18refreshment is provided, ProductFitnes Experienc
ng
free of charge s e
Room
Spa
Relaxation area offers Spa & Spa
Changi
CON.PR.460.20immediate sense of ProductFitnes Experienc
ng
comfort and calmness s e
Room
Safety instructions are Spa & Spa Spa
CON.PR.460.21clearly displayed outside ProductFitnes Experienc Wet
the heat experiences s e Area
Spa & Spa Spa
Heat experiences are
CON.CL.460.10 Cleanli Fitnes Experienc Wet
clean
s e Area
Heat experiences are
Spa & Spa Spa
well maintained and are
CON.CO.460.0 Conditi Fitnes Experienc Wet
set at appropriate
s e Area
temperature
A thermometer and egg Spa & Spa Spa
CON.PR.460.22timer are present in the ProductFitnes Experienc Wet
sauna s e Area
The wet areas are kept
Spa & Spa Spa
clean, fresh smelling and
CON.CL.460.11 Cleanli Fitnes Experienc Wet
free of standing water
s e Area
and soiled linens
Plunge pool and Jacuzzi
Spa & Spa Spa
and surrounding areas
CON.CL.460.12 Cleanli Fitnes Experienc Wet
are kept clean and free
s e Area
of debris
Spa & Spa Spa
Pool depth is affixed in a
CON.PR.460.23 ProductFitnes Experienc Wet
visible manner
s e Area
Pool water is maintained
Spa & Spa Spa
at the correct
CON.PR.460.24 ProductFitnes Experienc Wet
temperature (+/- 10
s e Area
degrees)
 Soiled linen are promptly Spa & Spa Spa
CON.CL.460.13removed from the wet Cleanli Fitnes Experienc Wet
area s e Area
Did the service provider
review and discretely Emplo
Spa & Spa
confirm medical yee
CON.SE.460.64 ServiceFitnes Experienc
conditions or areas that Behavi
s e
require attention prior to our
the treatment?
Did an employee
Emplo
personalize the Spa & Spa
yee
CON.SE.460.64interaction in any way ServiceFitnes Experienc
Behavi
and engage the caller as s e
our
an individual?
Did employees maintain
alert postures and Emplo
Spa & Spa
respect the guest's yee
CON.SE.460.64 ServiceFitnes Experienc
presence when Behavi
s e
interacting with each our
other?

Did the employee

actively listen, avoid
Emplo
interrupting and give the Spa & Spa
yee
CON.SE.460.64caller their undivided ServiceFitnes Experienc
Behavi
attention (i.e. the guest s e
our
should not have to
repeat themselves)?

Did the employee display

Emplo
a high level of Spa & Spa
yee
CON.SE.460.64confidence when ServiceFitnes Experienc
Behavi
carrying out his/her s e
our
duties?
Did the employee offer a Emplo
Spa & Spa
sincere farewell at the yee
CON.SE.460.64 ServiceFitnes Experienc
end of the interaction Behavi
s e
and show appreciation? our
Did the employee use Emplo
Spa & Spa
the guest's name yee
CON.SE.460.64 ServiceFitnes Experienc
naturally and discreetly Behavi
s e
without overusing it? our
Did the employees
engage in a well-paced, Emplo
Spa & Spa
natural (non-scripted, yee
CON.SE.460.64 ServiceFitnes Experienc
jargon/slang free), Behavi
s e
friendly and interested our
manner?
 Was service
anticipatory/intuitive and
where required Emplo
Spa & Spa
adapted/adjusted to yee
CON.SE.460.64 ServiceFitnes Experienc
meet the guest's needs Behavi
s e
(e.g. guest should not our
have to request service
at any point)?
Was the employee able
to confidently answer Emplo
Spa & Spa
questions about other yee
CON.SE.460.65 ServiceFitnes Experienc
hotel facilities or Behavi
s e
immediately find out the our
information required?
Where applicable, did
the employee display
Emplo
self control and empathy Spa & Spa
yee
CON.SE.460.65in challenging ServiceFitnes Experienc
Behavi
interactions and offer a s e
our
suitable
alternative/resolution?

Did the service provider

carry out a personal
Spa & Spa Spa
health consultation or
LHW.SEE.460.9 ServiceFitnes Experienc Treat
review the guest's health
s e ment
form, where applicable,
prior to the treatment?