122. What Matters at the Spa?

After having reviewed more than 100 spas on both professional and personal basis, here is a list  of pointers for spa service:

  • That the welcome is genuinely warm, and that the receptionist is ready and aware of the scheduled appointments.

  • No matter whether the therapist or receptionist, every team member is aware of small details such as the type of tea served that day (assuming the flavours change from day to day)

  • If guest ticks off a health condition in the given questionnaire, this must be acknowledged and care is to be shown. If guest states he/she has migraine or high blood pressure, ask about them and inform what you would do differently during the treatment. Don't ignore what the guest had indicated.

  • Still on the health form: using X to highlight body areas to avoid and O to indicate those to focus on in the outline of a human body form is the easiest. Don't make the customer write out in the line field and then ask us what we had written. 

    (Idea: in a standalone spa in Hanoi, they have a smart hand-gesture system which the receptionist would inform the customers prior to the treatment. Raising one finger means softer/gentler, two is to make it a little stronger, and three indicates much harder. This helps to eradicate any language barriers in the treatment room.The signage is also present in the room itself.)

  • Don't be rigid - if the guest mentions first that the air conditioning and lighting are fine before being asked, please do not ask these very same questions two seconds after.

  • There is no point to ask about the room temperature if it is centrally controlled and can't be adjusted anyway. If that's the case, modify the question to make it a simple: "Are you comfortable?" or, "Would you like an additional towel/blanket (as the AC is centrally controlled and we are unable to adjust it)?"

  • When holding up the towel to disrobe, understand that this is about giving guests privacy. Hence, do not peer/peek over the raised towel, even if the guest is speaking to you. Hold it high enough; and please, do not turn towards the wall mirror because if you can see us, we can see you looking too.

  • Please pad the counter top or other surfaces where the bottles are placed. Klanking noises of the bottles/equipment do not help guests to relax.

  • Don't wait too long once treatment has started, to ascertain satisfaction about the pressure. Some guests fall asleep almost right away and it may interrupt their peace.
  • When asking guest to turn over at mid-way through the treatment, please don't chat or ask questions unless initiated by the guest.

  • When guest says "no oil in the hair", please do not touch, fondle, smoothen the hair with oily palms. Recommend the guest to wear a shower cap; if not, use the towel to wrap around the head.

  • Do not squeeze out the blackheads or whatever on the guest's back during the massage. If at all, ask at the end of the treatment in order not to disrupt the rhythm and sense of relaxation.

  • Do not upsell immediately after treatment is completed and when guest is still in a half drowsy mood. It is just not the right time. Instead, give some advice for their own benefit - e.g. drink more water, detox with hot water and lemon in the morning, do more stretches or shoulder exercises, apply hand cream especially to the elbows (or other specific areas), etc.

  • In a 5-star hotel, when guest is signing off the spa bill, the receptionist could offer a specific assistance even if it doesn't pertain to the spa's department. E.g. offer a wake-up call tomorrow or a hot drink to be sent to the room before sleep.

  • A genuine, warm farewell, using the guest name.

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