The Spa Arrival Standard
Five steps from the spa door to the therapist. A first-time guest nobody shows round spends the calm they came for working out how the lockers lock.
- Who
- Spa receptionists and spa attendants
- When
- Every spa guest, from the door to the therapist handover
- You need
- Today’s diary, robes and slippers in every size, locker keys, forms
- Measured by
- Greeted within 30 seconds of entering
- Tour given to every first-time guest
- Handed to the therapist by name
5 steps
01
Greet
Within 30 seconds, stand and step out from behind the desk. Use the guest’s name from the diary, offer water or tea, and keep your voice at the level of the spa, not the level of the lobby.
Say this
“Good morning, Ms Rossi, welcome. You’re with Amira at ten. May I bring you some water or a warm tea?”
Common mistake Greeting from behind the screen while still typing. The guest’s first view of the spa is the back of a monitor.
02
Check in
Confirm treatment, therapist and duration aloud and take the room number. Hand over the health form on a clipboard with a pen and seat the guest. Never let them fill it in standing at the desk.
Say this
“A 60-minute massage with Amira, charged to room 412. This short form helps her prepare. Please, take a seat.”
Common mistake Sliding the form across the counter. The guest writes down medical details standing up, with the next guest beside them.
03
Robe and locker
Hand over a robe and slippers in the guest’s size, not the default medium. Show the locker, how it locks and where the key goes during the treatment, then point out the showers, toilets and hairdryers.
Say this
“This is your locker, number 18. It locks with this band; keep it on your wrist in the treatment room.”
Common mistake Guessing the size. A tall guest walks round the spa in a robe that stops above the knee, and says nothing about it.
04
Tour first-timers
On a first visit, walk the guest through the heat rooms, showers and relaxation room in two minutes. Give one rule per room: shower first, 15 minutes at most in the sauna, phones on silent.
Say this
“The steam room is on your left. Most guests stay ten to fifteen minutes, then take a cool shower before going back in.”
Common mistake Pointing down the corridor instead of walking it. The guest finds the steam room by opening the wrong door twice.
05
Hand over
Five minutes before, brief the therapist on the booking note, away from guests. At the booked time, introduce the guest to the therapist by name in a low voice, then step back and let the therapist lead.
Say this
“Ms Rossi, this is Amira, who will be looking after you this morning.”
Common mistake Calling the guest’s name across the relaxation room. Six resting guests now know who is next and for what.
Your Two-Minute Tour
Every receptionist and attendant gives the same tour, in the same order, with the same one rule per room. Fill it in for your own spa.
First room on the tour
- Where it is
- What it is for
- The one rule
- The words we use
Second room on the tour
- Where it is
- What it is for
- The one rule
- The words we use
Third room on the tour
- Where it is
- What it is for
- The one rule
- The words we use
Write it together at Monday’s briefing. By Wednesday, each person walks the tour once with the spa manager, timed. If it runs over three minutes, cut words, not rooms. Check it again whenever a room changes.
The Standards Library.
No. 99 · Spa & Wellness
The Treatment Room Standard
Five steps for the therapist, from setting the room to the last booked minute. Guests rarely ask for less pressure; they lie still and leave disappointed.
No. 100 · Spa & Wellness
The Wet Area Standard
Five steps for keeping the sauna, steam room and changing rooms ready all day. Guests judge a spa’s hygiene by the towels on the bench, not by the marble.