Spa Booking, Arrival and Aftercare
Treatment bookings, the spa arrival, the health questionnaire, late arrivals, aftercare and the spa boutique.
- Price
- From €275 per person
- Duration
- Agreed with the hotel
The programme works on the guest's journey through the spa, from the first call to the spa door. It covers the booking: matching the treatment and the therapist, the health questions and the written confirmation. Then the arrival at the desk: the robe, the locker and a tour for first-time guests. The health questionnaire is completed seated, read in full by the therapist before the treatment and filed in confidence. The programme also covers the guest who is running late, aftercare with personal advice and a profile note, sales at the spa boutique and the bill.
The outcome
The guest arrives at the spa with the right treatment and an arrival time that keeps every booked minute, and the therapist knows their health answers before saying hello. On the way out the guest receives two pieces of personal advice and a bill read through with them, and the next visit starts from a note written that day.
Targeted Groups
This programme is designed for:
- Spa receptionists
- Spa therapists
- Spa attendants
- Spa boutique staff
- Spa supervisors and spa managers
- Newly hired staff
Course Objectives
By the end of the programme, participants will be able to:
- Book the treatment starting from how the guest wants to feel afterwards
- Ask the health questions on every booking and confirm everything in writing
- Greet the guest by name, with the spa desk always attended
- Walk first-time guests through the spa
- Handle the health questionnaire in confidence, from hand-over to file
- Give a late guest a clear choice before they change
- See the guest off with two pieces of personal advice and a profile note
- Suggest a single product at the boutique and present a clear bill
Targeted Competencies
Participants will develop the following competencies:
- Treatment booking by phone and message
- Health questions and written confirmation
- Spa welcome and check-in
- Spa tour for first-time guests
- Confidential handling of the health questionnaire
- Handling late arrivals
- Aftercare and the guest profile note
- Advice and sales at the spa boutique
Unit 01
The booking
- Answering within a few rings, by phone and by chat
- Asking how the guest wants to feel afterwards and suggesting two treatments
- Therapist preference and the health questions
- Reading the booking back and confirming it in writing, with the spa rules
Unit 02
The arrival
- The spa desk, always attended
- Greeting by name and confirming the treatment
- Robe, locker and what to wear in each area
- The tour for first-time guests and the handover to the therapist
Unit 03
The health questionnaire
- The form completed seated, in the guest's language
- The check at the desk, with no answer read aloud
- The therapist's full reading and questions in private
- Adapting the treatment, signing and filing the form
Unit 04
The late guest
- Looking for the guest in the spa and calling ahead of the time
- Checking the therapist's and the room's diary
- Giving the new end time before the guest changes
- One charging rule, applied the same way to everyone
Unit 05
Aftercare, boutique and bill
- A drink at the treatment room door and the walk back to the relaxation room
- Two pieces of personal advice and the profile note
- One product suggested at the desk, with the reason
- The bill read through with the guest and the offer of a next appointment
Every DolceVita programme is individual and tailored: one participant at a time, online or at your property, in live service. Content, pace and case material are calibrated to the competencies and the role of whoever is being trained.
From €275 per person
This is the starting price. The final one depends on how many people we train, the time it takes and what your hotel needs.