Spa etiquette

Etiquette refers to the written, spoken and unspoken requirements of human social behavior when in and around a certain environment. Many service orientated businesses will have a carefully written list of dos and don'ts displayed in certain areas, whereby guests are politely guided on the appropriate way in which to conduct themselves while on the premises.

The guidance is there to ensure that every guest receives a pleasurable experience, an uninterrupted journey during their visit and that the facility runs smoothly without interruption or complication. Signs need to be placed discretely and in the appropriate place i.e. reception counter, waiting area side tables or the changing rooms. Tactfully introduce any guidance notes verbally to the clients so they may read the notes in their own time but are fully aware of them.

On making the booking, it's the role of the receptionist to ensure the client has all the necessary information regarding the appointment; this includes arriving 30 minutes prior to commencement of the treatment. An early arrival is part and parcel of the spa experience and in most cases it's the start of the relaxation journey.

When a client does arrive late, and depending upon how late they are, the receptionist can offer the choice of a shorter treatment, a different treatment, or even reschedule the entire booking. This may involve the client using the relaxation area until the therapist is next available.

Top of the etiquette list is the changing area and this can vary considerably from country to country, culture to culture.

Some cultures do not permit stripping off in public, i.e. in some Middle Eastern countries, and so spa goers must use the designated changing cubicles.

On entering the changing area, the attendant will direct the guest to a designated locker and will explain clearly to the guest to change to the robe and slippers. Polite notices placed on the inside of the locker door will also inform the guest of the relevant requirements.

Simple guest supplies such as disposable underwear, plastic bags, combs and tissues all serve to ensure the guest experience is safe, enjoyable and non-offensive to other spa users.

Spa etiquette also includes more obvious nuisances such as noise, smoking, alcohol, eating and the use of mobile phones.

Some spas stipulate the minimum age accepted on their premises. This, again, is to help prevent client inconvenience by even the tiniest of thing. Minimum age restrictions may also be for health and safety reasons as well as client comfort and this must be taken into consideration.

Most spas require their guests to complete a release form when they first arrive: this will show date of birth. In addition, signs can be placed in the reception area with regards to this issue. All reception staff must be made aware of the spa's policy.

One of the most difficult situations to address is the cancellation policy.

As spa manager you must decide what your cancellation policy will be and communicate this to all relevant staff.

A 24-hour notice period is the accepted cancellation period. Credit card details should be taken when an appointment is made and the guest should be advised of the amount to be deducted (usually 10-15%) if the client fails to cancel on time or does not show.

Consideration to guest health and hygiene is also at the forefront of any spa manager's priorities and again, guests must be subtly directed towards observing such necessities. Notices must be placed in the relevant area and hygiene guidelines should be listed clearly. These are for the safety and wellbeing of all guests and if worded professionally and politely, a guest will not take offence. It's often better to be clear and upfront than have to deal with the aftermath.

On leaving the spa, your guest will have complied to many rules and regulations which, if applied discretely, will have passed unnoticed. Some tips for getting your message across are:

· Ensure all staff are trained in the policies (accurate SOPs are essential)

· Ensure signs and posters are clear, well situated and customer friendly

· Ensure signs are written in all relevant languages, and not just one

· Ensure reception staff are fully trained as they are the first source of information for the guest

· Regular etiquette training and updating of your staff is essential; communicate all changes in policy quickly, clearly and positively

· Customer welcome packs can be a means of introducing the guest to the requirements of the spa

At Cleopatra Beauty Institute, Spa Management courses are designed to include training for the spa staff on retailing, staff grooming, client care, meeting and greeting the client, hygiene, understanding the guest journey and team work.

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