Accor Group Spa Operating Procedures

Table of Contents 2019

0.0 Introduction
0.1 A guide to the SOPs [Intro to the document]

1.0 Operational Excellence

1.1 Accor Standard Systems
1.1.1 Guest Information database

1.2 Health, Safety and Hygiene

1.2.1 General Spa and Fitness Centre cleaning
1.2.2 Health, Safety and Hygiene
1.2.3 Housekeeping and Maintenance

1.3 Spa and Fitness Centre Ambiance and Facilities Set-up

1.3.1 Changing room set-up
1.3.2 Shower and toilet set-up
1.3.3 Lounge and relaxation areas set-up
1.3.4 Spa thermal facilities set-up
1.3.5 Spa pool set-up
1.3.6 Music set-up
1.3.7 Health and Fitness Centre set-up

1.4 Reception Set-up

1.4.1 Reception set-up

1.5 Treatment Rooms Set-up

1.5.1 Treatment room set-up
1.5.2 Massage and facial set-up
1.5.3 Bath set-up
1.5.4 Footbath set-up

1.6 BOH Area Set-up

1.6.1 Back of House area set-up

1.7 Proffesional appearance and grooming

1.7.1 Professional appearance and grooming
 Accor Group Spa Operating Procedures

2.0 Guest Service Journey

2.1 Guest Greeting
2.1.1 Guest greeting and name usage

2.2 Reservations
2.2.1 General reservations
2.2.2 Reservation in person
2.2.3 Handling problems and conflicts
2.2.4 Spa tour
2.2.5 Selling the spa offering
2.2.6 Maximising the book
2.2.7 Confirming reservations
2.2.8 Changing/cancelling reservations
2.2.9 Following up with no shows
2.2.10 No-show policy

2.3 Guest Welcome

2.3.1 Guest Welcome

2.4 Guest Check-in

2.4.1 Guest Check-in and Therapist consultation

2.5 Pre-Treatment Experience

2.5.1 Pre-treatment experience

2.6 Guest Treatment Experience

2.6.1 Foot bath experience
2.6.2 Treatment introduction
2.6.3 Treatment draping procedure
2.6.4 Shower protocol
2.6.5 Bath experience
2.6.6 Pregnant Guest treatment experience
2.6.7 Treatment conclusion

2.7 Post – Treatment Experience

2.7.1 Post care recommendations/facilities
2.7.2 Sales and retail assistance

2.8 Guest Check-Out

2.8.1 Guest check-out
 Accor Group Spa Operating Procedures

Appendix (document formats to be revisted for redesign, available In excel, pdf and word)
A. Checklists
o Spa Heart of House Checklists
o Spa Front of House Checklists
o Therapist Checklists
B. Forms
o Spa Heart of House forms
o Spa Front of House forms

C. LQA
o Spa
o Health and Fitness

D. Planet 21 Guideline
 Accor Group Spa Operating Procedures

Spa Standard Operating Procedures

October 2019

An Introduction

For our guests, a spa experience is more than just a chance to unwind and
rejuvenate. It’s an inspiring journey where mind, body and spirit are brought into
perfect harmony. It’s a space where our renowned commitment to hospitality and
indulgence creates an atmosphere for Guests to experience wellness on their own
terms. So it’s our duty as both individual spa colleagues, and as a team, to ensure that
every aspect of every Guest’s experience is flawless.

This Standard Operating Procedures manual and attached Leading Quality

Assurance Guide, are comprehensive references, designed to help you uphold the
highest standards of operational excellence and brand consistency. You will find
operational guidelines on how you can curate the best spa experience from the set-
up stages, and processes that will guarantee your success in taking our Guests on an
incredible, unforgettable Spa Journey.

These guidelines were put together to help streamline and bring the Accor brands
closer together. And just as we are proud to be part of this family, we also celebrate
our individuality, knowing that each brand brings its distinctive offering to its loyal
Guests. We made sure that these processes remain generic and we are mindful that
each brand will bring select elements of its signature touch to create a valuable,
unique experience.

And while these Standard Operating Procedures are a critical component of our
collective success, as an Accor spa colleague, you must remember that your instincts,
empathy, and genuine care make all the difference. Never forget that creating a
memorable experience starts when you READ your guests.

Recognize how the Guest feels – put yourself in their shoes.

Express your understanding of how the Guest feels.

Act in a manner that fits the Guest’s needs.

Determine if the Guest needs further action on your part.

So be sure to study this manual, trust your instincts, serve from the heart, and always,
strive to make every spa journey a journey to be remembered.
 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

Guest Information Database

Front of House

Introduction/Objective
To ensure an accurate record of all Guest information is retained by the spa. Knowing and retaining
guest information enables us to provide a highly personal touch, making them feel that we know
who they are and what they prefer.

Accor standard
• All Guest information should be uploaded/entered into the system in a timely manner
• All paper records to be kept or disposed of in accordance with
[Insert data handling/paper record policy]
• All information to be handled in accordance with Accor Data Protection Policy
[Insert link] https://all.accor.com/security-certificate/index.en.shtml

Accor procedure
• The receptionist is to complete Guest check-in (as per SOP 2.1).
The following information should be collected from each guest upon arrival:
• Guest name
• Guest e-mail address
• Guest phone number
• Allergies/Preferences
• Address
• Payment methods
• Notes
• The receptionist should ensure that information is filed appropriately
and stored on the system
• For a recurring Guest, the receptionist should verify if information is still
up-to-date and obtain new details if existing data Is outdated.
• As a best practice, merge any pending files as required. For example,
if a Guest has multiple numbers or emails registered.

1.1 Accor Standard Systems

 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

General Spa and Fitness Centre Cleaning

Heart of House

Introduction/Objective
The spa is a sanctuary for our Guests, spa colleagues are responsible for creating a welcoming
environment from the moment the Guest enters the Spa. Cleanliness is the most important core
requirement in creating the perfect Guest experience, and so to ensure this, and to represent our
brand, we must uphold stringent hygiene standards.

Accor standard
• Cleaning is conducted in accordance with local regulations and hotel/spa policy.
• The spa and fitness centre are immaculately presented throughout operating hours.
• All surfaces are free of dust and debris and presented in an uncluttered manner.
• Furniture and fixtures are free of dents and scratches.
• Wall coverings and skirting boards are clean and free of scratches and dents.
• Doors and windows are clean and dust free.
• Walkways and fire exits are kept clear.
• All lights are working properly with lighting fixture clean and dust free.
• Lighting is used in accordance with energy and cost saving best practices (refer to Planet21).
• Rubbish and recycling are disposed of in the proper receptacles.
• Spa refreshment stations are always kept hygienic and well organized.
• Floors are cleaned/vacuumed daily and as required.
• Pools, Bath areas and all facilities are kept clean and hygienic according to manufacturers’
instructions and spa policy.
• PH levels of pools checked daily by engineering team and recorded. Water is also checked
for algae and cleaned as necessary.
• All spa thermal facilities are dried, sanitized and aired-out overnight.
• Approved signature scent Is always present through a diffuser.
• Spa collateral, magazines and other publications are in date, clean and with no torn or
curling pages.
• Fresh flowers and living organics are present throughout the spa
[Each hotel to adapt to their brand]
• Linens are changed after each use.
• Laundry bins are emptied by housekeeping at end of every shift.

1.2 Health, Safety and Hygiene

 Accor Group Spa Operating Procedures

• At minimum, each Guest receives a clean robe, towel and pair of spa slippers.
[More items can be added, each hotel to adapt to their brand]
• Garbage bins are emptied whenever they are near-full and at the end of every shift, and
separate any recyclable goods as per the property waste management standard.
• Work areas are always clean.
• Environmentally friendly disinfectant is sprayed on all counters, shelves and doorknobs after
each treatment - the brand should be HACCP compliant.
• Report any maintenance concern in a timely manner.

Accor procedure
• Spa colleagues should take the necessary steps outside of operating hours to ensure the spa is ready
when operating hours commence.
• Spa colleagues should ensure that the standard is thoroughly followed at all times and upheld during
operating hours through diligent up-keep.
• Any spa colleague who observes an issue or violation of the standard must address the situation
immediately if they are not with a Guest.
• If with a Guest and the violation is not dangerous, they should alert the appropriate persons and
advise them of the situation via a non-disruptive mode of colleague communication.
• If with a Guest, and the violation is potentially dangerous (e.g. if an item is blocking a walkway) they
should attempt to excuse themselves from the Guest and quickly take action to resolve the issue or
bring the matter to the attention of another spa colleague to take action.
• Receptionists should keep the reception immaculate at all times, with retail products on display in
perfect condition.
• Spa attendants should ensure lounges, thermal facilities, change room areas are clean and well-kept
at all times.
• Housekeeping should change duvets and pillow covers on a bi-weekly basis.
• Housekeeping should replace all used linens, discard the dirty ones, and empty and air-out hot towel
cabinets at the end of each shift.
• With staff rooms, housekeeping should make sure that:
• They are kept immaculately clean with garbage bins routinely emptied
• Fridges or pantries are cleaned, and well-organized
• Storage is well organized
• There is no visible clutter in any space

Supporting documents

• [Each brand can insert link o specific cleaning schedule,

requirements, and signature scent]
• Spa Heart of House Checklist
 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

Health, Safety and Hygiene

Heart of House

Introduction/Objective
The Spa is a sanctuary for our Guests, spa colleagues are responsible for creating a welcoming
environment from the moment the Guest enters the Spa. Cleanliness is the most important core
requirement In creating the perfect Guest experience, and so to ensure this, and to represent our
brand, we must uphold stringent hygiene standards.

Accor standard
• The spa team have a representative on the Hotel’s Health and Safety committee.
• The spa has a written plan for their health and hygiene and regularly audit their practices.
• Team members have first aid training.
• A defibrillator is easily accessible in the spa and fitness area.
• Autoclaves are mandatory at all locations for all metal utensils.
• Environmentally friendly disinfectant is sprayed on all counters, shelves and doorknobs after
each treatment.
• Chemical solutions in sanitizing equipment is changed according to the manufacturer
instructions.
• Implements/utensils remain in environmentally friendly disinfectant solution or in a dry
sanitizer until they are used for treatment.
• Reusable implements/utensils are sanitized after each use.
• Sanitized implements/utensils are placed on a sanitary surface or in a sanitary container.
• Bowls, trays and similar items are sanitized before and after every use.
• All appliances are sanitized after each use by wiping the appliances with a cotton pad or
cloth soaked in alcohol or sanitizing solution.
• Lotions, creams, oils and similar products are kept in clean closed containers and removed
using spatulas, not fingers.
• Implements used for facials and nails are not mixed with implements for other treatments.
• Monitor the expiry dates of all products being used and record the opening date.
• Defibrillators to be in pool and gym areas if the two spaces distant/separate.

1.2 Health, Safety and Hygiene

 Accor Group Spa Operating Procedures

Accor procedure
• A written plan on health and hygiene practices to be in place. To cover all areas of spa, including
treatment rooms; facial rooms; steamers and magnifying lights; wax pots and wax rollers; hot towel
cabinets; shower stalls, shower heads, and floors and walls; beds; manicure and pedicure implements;
hot stones; footbaths, and sandals.
• All metal utensils should be cleaned in a sterile solution, placed in sterile pouches and sterilized in the
Autoclave; sterile pouches of metal utensils must and opened in front of guest.
• Spa colleagues should take the necessary steps outside of operating hours to ensure the spa is ready
when operating hours commence.
• Spa colleagues should ensure that the standard is thoroughly followed at all times and upheld during
operating hours through diligent up-keep.
• Any spa colleague who observes an issue or violation of the standard must address the situation
immediately if they are not with a Guest.
• If with a Guest and the violation is not alarming, they should alert the appropriate persons and advise
them of the situation via a non-disruptive mode of colleague communication.
• If with a Guest, and the violation is alarming (e.g. a major spill on the floor in a spa walkway) they
should attempt to excuse themselves from the Guest and quickly take action to resolve the issue or
bring the matter to the attention of another spa colleague to take action.
• Thermal area cleaning plan - see HOH Audit Facilities- Wet Areas

Supporting documents

• Spa Heart of House Checklist

 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

Housekeeping and Maintenance

Heart of House [+Designated team responsible for maintenance schedule]

Introduction/Objective
We must ensure our Guests are happy and comfortable at all times. To maintain trust with our
Guests, and truly represent our brand, we must uphold top hygiene and cleanliness standards.
The spa must also be in good working order to create the best possible experience.

Accor standard
• Entire spa facility, including all surfaces, are kept clean and sanitary.
• Products are always stored in airtight containers and at appropriate temperature,
and dates are recorded to avoid expiry.
• Preventative maintenance program in place, with a procedure to audit regularly
- see checklist.
• Preventative deep cleaning is scheduled on regular basis for all draperies, carpets,
floor finishes, windows, laminated case goods and all upholstered furnishings.
This is coordinated with housekeeping.
• Laundry plan detailing pick-up, drop-off and storage is in place.
• All hotel safety policies and practices are followed.
• One member of spa team is part of hotel’s environmental committee.
• Workplace Hazardous Safety practices relative to location laws are implemented.
• All spa staff are making sure the staff area is clean and tidy at all times,
and log any facilities that require maintenance.
• Training is provided on handling all wet/thermal facilities including:
• Housekeeping and cleanliness
• Use of chemicals.

Accor procedure
• Heart of House colleagues should set-up, service, restock and clean all areas of the spa including:
• Changing rooms;
• Lockers;
• Showers and bathrooms;
• Lounge and rest areas;
• Fitness areas and pools (if appropriate).
 Accor Group Spa Operating Procedures

Supporting documents

• Spa Heart of House Checklist

 Accor Group Spa Operating Procedures

1.0 -Operational Excellence

Changing Room Set-up

Heart of House
*Some lockers may be assigned to fitness Guests.
Clarify with your supervisor if they are the responsibility of the Heart of House colleague.

Introduction/Objective
The locker room is a key part of the Guest experience. It serves are the transitional area where they
either leave the outside world behind and start their spa journey, or get ready once more to go back
to the world outside. They need to feel safe, comfortable and completely relaxed. It is our duty to
ensure the set-up of this provides the Guests with everything they need for a remarkable experience.

Accor standard
• If lockers are analogue (not digilock),
keys are to be put on presentable/brand reflecting keychains.
• If lockers are analogue, a record is kept and managed by reception to ensure:
• Keys are all well accounted for - in use, lost, available
• Keychains are in presentable condition
• Keys are handed back by Guests as part of their check-out process
• If lockers are digital, place information inside of the locker door on how to work the digilock.
• Locker doors will be kept closed at all times.
• Lockers will be stocked with a wooden hanger, a bathrobe that is folded or on a hanger,
disposable underwear, a shower cap, slippers/sandals, and bottle of water
[Image reference included]
• Assigned locker numbers will be populated with over-sized robes.
• Shampoo, conditioner, and body wash is available in every shower,
as per your brand standard.
• Wet vanity will display:
• Liquid hand soap;
• Body lotion;
• Disposable razors, shaving cream, razor disposal receptacle;
• Mouthwash and non-plastic cups (refer to Planet21 for all best practices);
• Hygiene products (i.e.: spray type deodorant).
• Dry vanity will display:
• Cotton balls, cotton swabs and nail files;
• Hair dryers and curling irons;
• Combs and brushes will be displayed in sanitizing solution or disposable;

1.3 Spa Ambiance and Facilities Set-up

 Accor Group Spa Operating Procedures

• Hair products (gel/mousse or spray).

• Changing room temperature is comfortably warm.
• Air is fresh smelling.
• All lighting is functioning well and meets Guest needs.
• Mirrors/vanity appropriately-lit.
• Sounds/music are relaxing to Guests.
• Complimentary refreshment stations are appropriately stocked.
• Towel stations are always stocked.
• Floors are always kept dry.

Accor procedure
• A night cleaning team should be scheduled/hired to thoroughly clean
this area and other facilities.
• During operating hours, spa locker rooms should be serviced/cleaned every
30 minutes or more frequently if required.
• Assigned heart of house colleague will be on duty while the spa is open.

• Lockers should be cleaned and stocked:

• Wipe down each locker and restock it with a wooden hanger, a bathrobe,
disposable underwear, shower cap, slippers/sandals, and bottle of water.
• Ensure the lock and locker is in good working order.
• Ensure each restocked locker is fresh smelling and tidy before moving on.
• Determine which locker numbers are stocked with over-sized robes and
restock appropriately.
• Ensure locker doors are kept closed at all times unless a Guest using it.
• Report any lost or stolen items on your duty report.

• Toiletries and amenities should be restocked:

• Throughout the day, check and restock hair products (gel/spray) and hygiene
products (deodorant/lotions) at every vanity.
• Throughout the day, check and restock feminine hygiene products in female
changing rooms.
• Throughout the day, check and restock cotton balls, cotton swabs and nail files
at every vanity.
• Throughout the day, check and restock disposable razors and shaving cream
at every vanity.

• Ensure a supply of clean towels, robes and slippers:

• Provide a stack of neatly folded white bath towels in designated areas.
• Provide a stack of rolled white facecloths in baskets at every vanity,
to be used for hand towels.
• Provide hampers in both the shower area and the locker area, and empty
whenever they are half full. Sort laundry into proper bins – one for sheets and
duvet covers, and one for towels and robes.
• Regularly remove soiled towels and place in large spa bins.
 Accor Group Spa Operating Procedures

• Keep slipper baskets in designated areas (for Guests to leave used

slippers/sandals) and empty whenever they are half full.
• Clean and sanitize sandals after each use, if applicable.

• Clean and organize the vanity counters:

• Tidy, clean and sanitize the vanities (including garbage bins).
• Ensure the floor around the vanity is clean and dry.
• Clean and polish all mirrors (including magnifying mirror), faucets
and other chrome or brass fixtures.
• Clean and empty razor disposal receptacle.
• Return combs and brushes to sanitizing solution;
replace the solution once a week.
• Organize hair dryers and curling irons so they are free of hair
and not cluttering the vanity. Ensure all items are functioning.
• Refill any amenities needed.

• Tidy the room:

• Tidy the room and clean the floors as needed.
• Promptly remove wet towels and used dishes.
• Organize magazines and newspapers, and discard any
that do not look clean or neat.
• Clean benches and other furniture and put them back
in their designated position.
• Empty garbage bins whenever they are half full.

Reference images (If applicable)

• Locker
 Accor Group Spa Operating Procedures

• Digilocks with Information

 Accor Group Spa Operating Procedures

• Vanity displays/ Toiletries:

 Accor Group Spa Operating Procedures

• Towel folding/rolling method

Supporting documents

• Spa Heart of House Checklist

• LQA ( Refer to Brand LQA Standards)
 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

Showers and Toilets set-up

Heart of House

Introduction/Objective
We must ensure our Guests are happy and comfortable at all times. To maintain trust with our
Guests, and truly represent our brand, we must uphold top hygiene and cleanliness standards.

Accor standard
• Shampoo, conditioner, and body wash is available in every shower. Choose selection as per
your brand specifics.
• Air is fresh smelling in showers and toilets.
• All lighting is functioning well and meets Guest needs.
• All areas are clean/hygienic.

Accor procedure
• A night cleaning team should be scheduled/hired to thoroughly clean
this area and other facilities.
• During operating hours, toilets and showers should be serviced/cleaned
every 30 minutes or more frequently if required.
• Flooring in bathrooms and shower stalls should be kept clean and dry to eliminate
the risk of slipping and the growth of bacteria.
• Heart of house colleagues are responsible for conducting a regular check
and clean round to:
• Wipe down each shower stall after every use.
• Clean toilets and showers and check to ensure they are fresh smelling, sanitary
and well-functioning.
• Remove soiled towels promptly.
• Throughout the day, heart of house colleagues should check and restock shampoo,
conditioner and body wash in every shower stall.
• Throughout the day, heart of house colleagues should check and restock toilet paper in
every toilet stall.

1.3 Spa Ambiance and Facilities Set-up

 Accor Group Spa Operating Procedures

Reference images (If applicable)

• Toilet paper roll

 Accor Group Spa Operating Procedures

• Shower set-up

Supporting documents

• Spa Heart of House Checklist

 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

Lounge and Relaxation Areas Set-up

Heart of House

Introduction/Objective
Guests using this area of the spa want to relax and truly unwind in a pleasant spa atmosphere.
To make sure that they are indulging in the finest experience, we need to create and maintain
an environment that is pleasing to all their senses and In line with our standard of excellence.

Accor standard
• Temperature is comfortably warm.
• Air is fresh smelling.
• All lighting is functioning well. Lighting is ambient and adjustable to meet Guest needs.
• Sounds/music are relaxing to Guests.
• Complimentary refreshment stations are appropriately stocked.
• Blankets are available for Guest comfort.
• Magazines/Selection of books available.
• Candles/rechargeable candles are available.

Accor procedure
• Heart of house colleagues are responsible for servicing (cleaning) lounge/rest areas
every 30 mins or more frequently if required.
• Refreshments and other supplies should be checked and restocked - see pic.
• The refreshments station (including garbage bin) should be kept tidy and clean.
• Heart of house colleagues should clean and tidy up at regular intervals.
• Any used dishes or towels should be immediately cleared up.
• Tables and other furniture are to be cleaned and placed back in
their designated position.
• Magazines and newspapers should be neatly arranged.
• If a digital solution is available for Guest entertainment, provide It as an option as well.

Reference images (If applicable)

1.3 Spa Ambiance and Facilities Set-up

 Accor Group Spa Operating Procedures

• Picture of blanket placement on lounge chairs if applicable

 Accor Group Spa Operating Procedures

• Refreshment station
 Accor Group Spa Operating Procedures

Supporting documents

• Spa Heart of House Checklist

• LQA
 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

Spa Thermal Facilities Set-up

Heart of House

Introduction/Objective
Guests using the sauna, steam room, whirlpool or inhalation room are trying to achieve renewal and
relaxation. They should be reassured that the facilities they are using are safe, clean and sanitary, and
that the ambiance is comfortable and inviting.

Accor standard
• Temperature is comfortably warm.
• Air is fresh smelling.
• All lighting is functioning well and meets Guest needs.
• Sounds/music are relaxing to Guests.
• Complimentary refreshment stations are appropriately stocked.
• A stack of neatly rolled white bath towels is available in designated areas
• Inhalation steam is pleasantly scented.
• Appropriate health and safety standards are followed at all times
• Safety instructions clearly displayed outside the thermal facilities
• A thermometer and a timer are present in the sauna

Accor procedure
• Monitor guests who are using the facilities for more than 20 minutes to ensure they are safe.
• A night cleaning team should be scheduled/hired to thoroughly clean this area and other
facilities.
• During operating hours, spa locker rooms should be serviced/cleaned every 30 minutes or
more frequently if required.
• Assigned spa attendant will be on duty while the spa is open.
• Housekeeping to ensure flooring and benches in steam rooms, sauna, whirlpool, inhalation
room and pool area are clean and dry.
• Steam rooms, sauna, whirlpool and pool areas are to be cleaned and checked to ensure they
are fresh smelling and sanitary. Clear water of any debris.
• Avoid any paper in dry heat areas, or any problematic items near heating elements.
• Any soiled towels should be removed promptly.
• All facilities should be checked to ensure they are functioning.

1.3 Spa Ambiance and Facilities Set-up

 Accor Group Spa Operating Procedures

• Ensure necessary maintenance has taken place as scheduled

• For the Whirlpool, heart of house colleagues should check for foam build-up. If it has any at
all, the spa Manager on Duty or Designate should be alerted immediately.
• Sauna – Clean and polish the heating unit. Refill it with water (if applicable) throughout the
day. Ensure the clock, timing device and thermometer are functioning well.
• Sauna/ steam - to be left open every night to air out and avoid mildew build-up.
• Restock white bath towels in designated areas as appropriate.
• Additionally, besides taking care of all Guest-facing facilities, housekeeping should ensure
that the spa areas not visible to our Guests are still kept tidy. This Includes storage rooms,
hallways, dispensary, pantry, colleague break rooms etc.
• Keep all areas organized and tidy.
• Wipe down counters and floors to keep areas clean and sanitary
• Remove empty boxes and garbage promptly.

Reference images (If applicable)

• Towel rolling or placement

 Accor Group Spa Operating Procedures

• Sauna/steam room guideline imagery

Supporting documents

• Spa Heart of House Checklist

• LQA
 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

Spa Pool Set-up

Heart of House

Introduction/Objective
For Guests to enjoy the spa pool area, it must be kept in top condition at all times. Heart of house
colleagues should diligently check that standards for health, safety and hygiene are maintained in this
high exposure area.

Accor standard
• Temperature is comfortably warm.
• Air is fresh smelling.
• All lighting is functioning well and meets Guest needs.
• Sounds/music are relaxing to Guests.
• All chairs, daybeds or cabanas are set up with clean rolled towels.
• Depth signs are present.

Accor procedure
• Housekeeping colleagues should mop up any water on the deck and report any safety issues to the
MOD (Manager on Duty).
• Wet towels and used dishes should be removed promptly.
• Deck chairs and other furniture should be cleaned and put them back in their designated position.
• Chairs, daybeds or cabanas should be restocked with clean rolled towels.
• Engineering team to check pool PH levels daily.
• Cushion covers cleaned and rotated weekly.
• Water bottles should be restocked
• Signage indicating policy and safety rules are available within Guest sight, as per guidelines
[Insert link].
• (For outdoor pools) Sunscreen bottles should be cleaned and restocked if applicable.

1.3 Spa Ambiance and Facilities Set-up

 Accor Group Spa Operating Procedures

Reference images (If applicable)

• Rolled towel placement on chairs

Supporting documents

• Spa Heart of House Checklist

• LQA
 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

Music Set-up
Front of House

Introduction/Objective
Creating a well-rounded experience means that we must cater to all of our Guests' senses.
Music Is a very Important part of curating our unique spa experience and it is our responsibility
to ensure its flow to complement our offerings and enhance spa ambiance at all times.

Accor standard
• Only authorized music tracks are played at all times
• Music in public spaces is played at appropriate levels throughout the day.
• Music available through individual pods per room or satellite throughout spa/fitness areas.
• Music played in treatment is the genre chosen by the Guest and played at the Guest's desired volume.
• When possible, list of 5 options are available to the Guest.
• Music is played throughout business hours and turned off each night.
• Music can be switched off or altered to suit religious or cultural requirements at specific designated
times only on a pre-determined, scheduled basis agreed by management.

Accor procedure
• Authorized music is to be inserted into the audio system and set to continuous play.
• Music is to be turned on by the receptionist during opening procedures.
• Music is to be turned off by the receptionist during closing procedures.
• If per-treatment room option is available, therapist is to offer choice to Guest.

1.3 Spa Ambiance and Facilities Set-up

 Accor Group Spa Operating Procedures

Supporting documents

• [Each hotel brand to insert customised facility music selection]

 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

Health and Fitness Centre Set-up

[Insert designated team]

Introduction/Objective
The health and fitness area is an extension of the spa. Ensuring it is well presented, hygienic and safe for
Guests to use is imperative at all times.

Accor standard
• All Cardio equipment is the same brand, line, style and colour.
• All strength equipment is the same brand, line, style and colour.
• All cardio machines must have integrated entertainment systems.
• The number of pieces of equipment including weight areas, cardio, strength, balance balls, and
stretch areas must not exceed exercise space available.
• Signage (as per brand policies) at entrance indicating policy and safety rules for facility.
• Framed signage (as per brand policies) that clarifies warning signs and symptoms related to exercise
(nausea, dizziness) or local regulations and waiver of liability.
• Clean complimentary headphones are available to Guest at all times.
• Window and mirrors are kept clean/smudge free at all times.
• Wifi available across all fitness centre zones to provide a seamless experience.

Accor procedure
• Ensure a supply of clean towels and water
• Check and restock a stack of folded white hand towels at the cardio equipment and one or
two other locations in the fitness area.
• Check and restock water stations with bottled water.

• Clean equipment with antiseptic solution

• Wipe down all equipment (including benches) daily with an antiseptic solution.
• Make a sufficient supply of antiseptic solution and paper towels available throughout the
fitness area.
• Remove headphone covers after each use and replace with a fresh pair.
• Wash used headphone covers in antiseptic solution and dry for reuse.

1.3 Spa and Fitness Centre Ambiance and Facilities Set-up

 Accor Group Spa Operating Procedures

• Clean and tidy all areas

• Provide a hamper in a discreet location near towel supply.
Empty towel hamper and garbage bin whenever half full.
• Clean mirrors as necessary.
• Clear areas of clutter and trash.

• Restock refreshment station

• Check and restock supplies: cups, straws, tissues.
• Check and restock amenities: water dispenser
(1 with lemon slices, 1 without lemon slices) and magazines.
• Organize all magazines on the wall racks.
• Ensure water stations are clean and operating properly.
• Restock fruit bowl.

• Create a pleasant Ambiance

• Ensure room temperature set to a comfortable level
• Ensure air is fresh smelling.
• Ensure all lighting is functioning and ample lighting Is available across all areas
• Ensure the sounds and music are relaxing to Guests
• Check and restock complimentary food and beverage stations.

• Changing rooms (may or may not be shared with spa)

• Fitness centre guests to be provided with a minimum of body lotion, deodorant,
hair care items, razors, shaving cream as bathroom amenities
• Ensure sinks and toilets are clean and in good working order
• Provide and restock shampoo, conditioner and soap dispenser
present in the shower cubicle
• Provide clean good quality towels, bathrobes and footwear
• Ensure there is a well-lit easily accessible shaving/make up mirror
• Provide a weighing scale

Supporting documents

• LQA
 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

Reception Set-up
Front of House

Introduction/Objective
The atmosphere in the reception area creates the first impression of our spa. This is where our Guests’
journey truly begins. It Is our responsibility to make sure it always feels like a sanctuary – soothing to all
five senses.

Accor standard
• Temperature is moderate and comfortable.
• Air is fresh smelling.
• All lighting is functioning well and meets Guest needs.
• Sounds/music are relaxing to Guests.
• Reception phone is kept on flash or low volume.
• Magazines, spa brochures and other printed materials are displayed in a neat manner.
• Comfortable seating space is available for Guest where applicable.
• A selection of retail goods is available for purchase.

Accor procedure
• Any visible clutter should be immediately removed.
• Magazines should be updates, replaced if necessary,
and displayed in an orderly manner with all titles showing.
• The volume of reception music should be set to low.
• Prior to spa operating hours, front of house colleagues should check to make sure
that all phones behind the counter are set to flash (if possible) or keep at a low volume
so they do not disrupt spa ambiance.
• Front of house colleagues should - only If necessary - remind Guests that the spa
is a non-smoking venue.
• Front of house colleagues are responsible for reporting any detection of
an unpleasant smell to their supervisor immediately.
• If the temperature is too hot or too cold, the thermostat should be adjusted
to ensure Guests are comfortable.

1.4 Reception Area Set-up

 Accor Group Spa Operating Procedures

• Besides their Guest facing, and desk responsibilities, Front of house colleagues should always
maintain reception area presentation standards by:
• Conducting routine checks to make sure everything is impeccable
• Staying alert and taking necessary corrective action if any element of the ambiance is
compromised
• Immediately reporting any hygiene, health or safety issues that occur in reception area
• Retail and merchandising capabilities are set-up and ready for Guests.
• Filing/booking systems are up-and-running.

Supporting documents

• Spa Front of House Checklist

 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

Treatment Room Set-up

Heart of House

Introduction/Objective
To inspire trust in our brand, we must not only ensure the spa is impeccable, but also that there is
consistency in set-up across the board. Following these streamlined set-up guidelines will help us
achieve excellence in our operations.

Accor standard
• The equipment and accessories necessary for the treatment are in place in the storage provided,
not visible to the Guest.
• Small items of equipment and treatment accessories (cotton wool, paper tissues, spatulas, gloves,
gauze, etc.) in place in the drawers of the mobile trolley or designated storage compartment.
• Extra pairs of disposable briefs or boxers are available in the cupboard.
• The jewellery box is placed open on the bedside table.
• If available, the en suite shower is clean and tidy. shower gel/shampoo/conditioner
dispensers are filled.
• Tissue boxes are filled.
• A bathmat is placed next to the massage table.
• Dry and moist warmed towels, warmed bottles of massage oils and lotions, hot stones, eye pillow for
guest arranged in hot towel cabinet.
• Well organized products for specific treatments are arranged on trolley to be pulled out from storage
space once guest is settled on the treatment table.
• Displayed towels are fresh and visually inspected for cleanliness
• Display retail products for at home use on decorative tray.
• Room temperature comfortable for Guest.
• Air is fresh smelling.
• All lighting is dimmed to medium and meets Guest needs.
• Sounds/music set to medium or as per Guest preference.
• An item is placed below the massage table for the Guest to see while look down during massage.

1.5 Treatment Rooms Set-up

 Accor Group Spa Operating Procedures

Accor procedure
• Shower gel/shampoo/conditioner dispensers shall be kept stocked and refilled.
• Heart of house colleagues should ensure that linen and towels from the previous
treatment cleared away.
• Equipment from the previous treatment should be removed/thrown away.
• Heart of house should ensure that the treatment equipment Is clean, en suite showers or toilets are
clean, and that the floor is clean & dry.
• A mat should be placed at the entrance of the shower.
• A mat should be placed at the foot of the treatment equipment used In the Initiation ceremony.
• A mat or slippers should be placed at the side of the treatment table at the end
of the Guest treatment.

Reference images (If applicable)

• Table/linens set-up • Product trolley set-up

 Accor Group Spa Operating Procedures

• Face cradle set-up

Supporting documents

• Spa Back of House Checklist

• Therapist Checklist
 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

Massage and Facial Table Set-up Standards

Heart of House

Introduction/Objective
To inspire trust in our brand, we must not only ensure the spa is impeccable, but also that there is
consistency in set-up across the board. Following these streamlined set-up guidelines will help us
achieve excellence in our operations. This set-up guideline is highly visual, with much of the Instruction
outlined in the reference imagery section.

Accor standard
• A cover is placed on top of the massage table - Layer 1
• [If applicable] A heated fleece mattress pad Is placed on of the Tempur-Pedic pad (If applicable), with
corner straps fastened secured In place - Layer 2
• Bottom sheet (this is the bottom sheet the guest lays on) is draped evenly down each side and
bottom to cover base of table. - Layer 3
• Top sheet (this is the top sheet the guest lays underneath) is draped evenly over bottom sheet. It is
draped over the table but does not touch floor. - Layer 4
• Duvet is placed inside twin duvet cover/bag, and placed on the table aligned with top edge of table,
and draped evenly on each side and end of table - Layer 5
• [OPTIONAL in some properties] Over-duvet sheet Is placed on top of the duvet as a final layer. - Layer 6

Accor procedure
• Housekeeping should change mattress covers weekly (or more frequently if soiled) with a freshly
laundered sheet/cover.
• The duvet cover is to be replaced weekly (or more frequently if soiled) with a freshly laundered cover.
• Top and bottom sheets, along with towels and any linens that come in touch with the Guest should be
replaced after every use with a freshly laundered sheet.

1.5 Treatment Rooms Set-up

 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

Bath Set-up
Heart of House

Introduction/Objective
To inspire trust in our brand, we must not only ensure the spa is impeccable, but also that there is
consistency in set-up across the board. Following these streamlined set-up guidelines will help us
achieve excellence in our operations.

Accor standard
• Bathmat is placed on floor.
• Temperature is warm and comfortable, set to 33-35°C. Recommended.
• Water temperature to be set according to Guest preference.
• Any required essential oils, bath salts and/or rose petals are placed within reach.
• Room lighting, music and ambiance is customised to meet Guest preference. Candles are added.
• Ice/cold cloth/ water and any other additions are provided to Guest (such as champagne or other
refreshment requests)

Accor procedure
• In preparation for a Guest arrival, therapist is to run quick check to ensure health, safety and hygiene
standards are maintained.
• The Spa colleague should place slippers on the floor by the bathtub and hang the bathrobe in close
reach of the bathtub (according to number of guests).
• The therapist should provide additional towels if needed.
• Any requested refreshments are to be placed next to the bath appropriately.
• Provide Guest with direction afterwards.

1.5 Treatment Rooms Set-up

 Accor Group Spa Operating Procedures

Reference images (If applicable)

• Bath set-up

Supporting documents

• Spa Heart of House Checklist

 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

Foot Bath Set-up

Heart of House

Introduction/Objective
To inspire trust in our brand, we must not only ensure the spa is impeccable, but also that there is
consistency in set-up across the board. Following these streamlined set-up guidelines will help us
achieve excellence in our operations.

Accor standard
• 1 large rolled towel on chair
• Guest Chair(s) are lined up and straight. Folded bath towels placed on the guest chair with Signature
item centred on top.
• 2 trays or fresh towels are placed on the floor together, in front of the guest chair. 3 fresh hand towels
are placed on top of two grates.
• 1 Tray or fresh towel is placed to the side of the guest chair.
• The footbath is placed on top of the two hand towels. Additional bath towel available to cover Guest
lap if required.
• A folded fresh hand towel, the water pitcher, and a small dish for salts are placed on the uncovered
grate to the side of the chair
• Towels are fresh and visually inspected for cleanliness
• Product bottles are placed on the side grate with labels facing the guest.
• Room Temperature comfortable for Guest.
• Air is fresh smelling.
• All lighting is dimmed to medium and meets Guest needs.
• Sounds/music set to medium or as per Guest preference.

Accor procedure
• Heart of house colleague to ensure all health, safety and hygiene standards are maintained in
treatment room.
• All utensils should be thoroughly cleaned after each treatment
• Towels and mats are to be replaced after each treatment.
• Footbath is clean, disinfected and shining
• Products are refilled, and bottles are wiped clean.

1.5 Treatment Rooms Set-up

 Accor Group Spa Operating Procedures

Reference images (If applicable)

Supporting documents

• Spa Back of House Checklist

 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

Back of House Areas Set-up

Heart of House

Introduction/Objective
Cleanliness is not just an element of our Guest-facing experience, but an important requirement that
can impact our brand Image. To best represent our brand, we must uphold stringent hygiene
standards at all times, even with areas that are not visible to Guests.

Accor standard
• Cleaning is conducted in accordance with local regulations and hotel/spa policy.
• All surfaces are free of dust and debris and presented in an uncluttered manner.
• Doors and windows are clean and dust free.
• Walkways and fire exits are kept clear.
• Environmentally friendly disinfectant is sprayed on all counters, shelves and doorknobs
routinely.

Accor procedure
• Housekeeping should make sure that staff rooms, are kept immaculately clean with garbage bins
routinely emptied.
• There is no visible clutter in any BOH space.
• Fridges or pantries are cleaned, and well-organized.
• Linen storage is well organized with clean linens neatly folded and stowed, and dirty linens in correct
laundry receptacle.
• Laundry schedule to be well maintained to avoid any clutters or overcrowding of linen storage space.

1.2 Health, Safety and Hygiene

 Accor Group Spa Operating Procedures

Supporting documents

• [Each brand can insert reference to specific cleaning schedule, requirements, and
signature scent]
• Spa Heart of House Checklist
 Accor Group Spa Operating Procedures

1.0 - Operational Excellence

Professional Appearance and Grooming

All Departments

Introduction/Objective
Cleanliness is not just an element of our Guest-facing experience, but an important requirement
that can impact our brand Image. To best represent our brand, we must maintain professional
appearance and good grooming. this instils confidence in our Guests that we will provide
extraordinary service to them.

Accor standard
• A standard professional appearance Is to be observed and upheld by all Spa colleagues.
• Special uniform requirements for treatments such as hammam will be adhered to as per
below reference imagery.
• Any failure to comply with the guidelines will be addressed by the Supervisor to ensure only
colleagues who appropriately represent the brand are in direct interface with clients.

Accor procedure
• Personal Hygiene
• Daily baths, showers, shaving, and the use of deodorant are essential.
• Teeth should always be clean, breath kept fresh.
• Lotions, Perfumes and aftershaves should be worn in moderation.

• Hair
• Hair must be clean and neatly combed, allowing for eye contact at all times.
• Coloured or tinted hair must appear natural and be well maintained.
• Hair must be conservatively styled. Extreme (e.g. asymmetrical, bi-level etc.)
styles are unacceptable. The height above one’s head should not exceed two
inches.
• Males: Hair must not extend over the collar and must be neatly trimmed around
the collar and ears.
• Females: Recommended long hair is tied up away from the face in a “donut” like
fashion with no fly away hairs present.
• Wigs may be worn if the above conditions are met.
• Colleagues should look clean, fresh and presentable at all times.

1.7 Proffesional appearance and grooming

 Accor Group Spa Operating Procedures

• Facial hair
• Facial hair should be of a conservative style and neatly trimmed or clean shaven.
• Neatly trimmed beards and goatees are permitted if fully grown (no new beards
are to be grown on the job).
• Moustaches are permitted but must not extend beyond the corner of the mouth
or top of lip.
• Sideburns must be neatly trimmed, and must not extend beyond mid-ear.

• Jewellery
• Conservative jewellery may be worn in moderation.
• Necklaces may not be visible on uniformed employees.
• Ankle bracelets and visible body piercing (e.g. tongue, nose, eyebrow, etc.) are
not allowed.
• Females: May wear small studs or hoop earrings (no larger than a quarter). One
pair is permitted.
• Males: Are not permitted to wear earrings while on duty.

• Accessories
• Uniformed employees may only wear accessories issued as part of the uniform.
Items such as belts with designs, hats, headbands, and bandannas are not
permitted.
• Hats must be worn if they are required for health and safety reasons, or if they
are part of a prescribed uniform.
• Tattoos must not be visible.
• Hosiery must be worn at all times and be in good repair, of a neutral colour and
coordinated with the uniform or business attire.
• Females: Must wear sheer or opaque stockings.
• Males: Must wear colour-coordinated socks.

• Cosmetics
• Hands and nails should be clean at all times. Nails should be neatly trimmed and
should not extend more than 1/4 inch beyond the end of the finger.
• Perfumes or eau de cologne must be discreet and worn with moderation.
• Females: May wear nail polish which is well maintained of a neutral shade.
• Make-up should promote a professional well-groomed image. It should be used
as an accent only and should be applied conservatively and complement normal
skin tones.

• Uniforms
• Wear a smile as part of your uniform ensure your name tag is correct and visible.
• Ensure your uniform Is always clean, fresh smelling, and properly worn.
 Accor Group Spa Operating Procedures

• Hammam uniform
Therapists performing hammam treatments are to wear the following
uniform presentation:
• For female therapists: wear mandatory first swimwear bikini or mayo followed
by tied peshtemal on upper part of body and on lower part of body, lastly wear
bathrobe when picking up the Guest
• For male therapists: wear mandatory swimwear shorts, followed by wrapped
peshtemals on upper part of body and lower part of body, lastly, wear bathrobe
when picking up the Guest.
• During the treatment, the therapist should take off bathrobe and remain with
properly wrapped peshtemals to perform the treatment.
• After treatment, the therapist should wear the bathrobe again and assist
the Guest to relax lounge or if continuing with next treatment to change
to normal uniform.

Reference images (If applicable)

 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Guest Greeting
Front of House

Introduction/Objective
Communication in all its forms, whether face-to-face or over the phone will always leave an impression.
As hospitality professionals, all our interactions should leave a resounding positive impact. We need our
Guests to sense our genuine tone in all our interactions with them. Using a guest’s name means we
know them and care for them on a personal level.

Accor standard
• The Guest is always acknowledged upon arrival with a warm smile and eye contact.
• Even if receptionist is on the phone, the Guest is greeted and acknowledged within 30 seconds of
their arrival. They are either politely asked to wait, or referred to another colleague to assist them.
• If receptionist is away from desk, another spa colleague has been briefed to temporarily fill-in to greet
Guests, ask them to wait for a few moments temporarily until their return (offer refreshments if
applicable). Alternatively, an official notice sign is left in place to indicate the front desk will be empty
for no longer than 5 minutes.
• The Guest is always addressed by their formal name, if known, or another authorized and culturally
respectful phrase.
• The Guest name will be obtained and used immediately to address them.
• A professional tone is always used.
• Guests are always given a warm welcome and a smile that conveys a genuine desire to help.
• The Guest name is used at least three times during conversation, or as appropriate.
• The Guest name is used throughout the check-in process and spa tour, as often as appropriate.
• Spa colleagues always mind their body language.

Accor procedure
• Always introduce Guest by name to other colleagues.
• Use an energetic positive tone, speak clearly, and use an appropriate pace and volume.
• Convey positive energy, always smile.
• Maintain eye-contact at all times during any conversation.
• Always stand when talking to a Guest and ensure positive posture. Never turn away or cross arms
when talking to guest.
• 10-foot rule: Make courteous eye contact and offer a greeting e.g. “Good afternoon” to any Guest
passing within 10 feet of you.

2.1 Guest Greeting

 Accor Group Spa Operating Procedures

• Escort the Guest to their destination: If a Guest stops you to ask about locations within the spa, it is not
acceptable to simply point or even give directions. Always escort Guests to their destination to ensure
they never feel lost in the spa.
• Do “warm transfers” in person: In addition to doing warm transfers on the phone, do them in person.
For example, Guests must be escorted to the locker room and introduced to the relevant Heart of
House colleague.
• Deal with upset Guests immediately: Never let a spa Guest leave unhappy. See “Handling problems
and conflicts”
• Respond to voice mail promptly: It is a top priority to get back to all queries as soon as possible. You
can postpone this for a few minutes to deal with other pressing matters, however, never exceed a
delay period of 20 minutes to respond to voice mail
 Accor Group Spa Operating Procedures

2.0 - Guest Journey

General Reservations
Front of House

Introduction/Objective
Almost always, this is the Guest’s first communication with the spa. Reservations must be friendly,
informative and professional in order to make a positive impact and secure a booking.

Accor standard
• SOP for maximising the book is followed.
• The phone is answered within three rings.
• A professional tone and smile is always used convey genuine desire to help.
• Guest name is used at least three times during conversation.
• Proper Guest surname is always used when greeting Guest.
• Conversation is always kept minimal and professional, never too personal.
• Guest is never put on hold for longer than one minute.
• Before placing a Guest on hold, their permission to do so is taken. Music is played in the background.
• Existing reservations are only modified/altered when requested or authorized by subject Guest.
• If necessary to put a caller on hold, music or a recorded message is played.
• Voicemail is only used when the spa is closed. The message is no longer than 15-20 seconds and
provides a time frame advising the Guest when they will be called back.
• All loyalty programme members and VIPS are identified prior to arrival and given the appropriate
acknowledgement upon arrival to the spa as per the Hotel Guidelines.

Accor procedure
• Receptionists should speak clearly with enthusiasm and sincerity throughout the booking experience.
• Provide the Guest with all the necessary information about the spa experiences offered as appropriate.
• Spa treatments should be booked in the correct order and ensure the appropriate time between the
services.
• Receptionists should be ready and able to handle special requests (i.e. pregnancy) and will ensure that
the requests are communicated to the appropriate person.

2.2 Reservations
 Accor Group Spa Operating Procedures

• Receptionists should be ready and able to communicate (take or confirm reservations) by email,
phone or other means.
• Always ask, “Do you have a preference of therapist?” (Male/female preference) – ensure you take local
customs into consideration [Each hotel brand to insert customised instruction]

• For undecided callers - This caller is just looking for information but should be treated as a potential
Guest:
• Ask this caller if they would like a brochure e-mailed to them, or if they would like to visit the
spa’s website. If they ask specific questions, always answer them over the phone.
• You must provide more questions and make more suggestions, while ensuring you do not
overwhelm the Guest.
• Never respond to a direct inquiry with “we’ll send you an email” unless they request that
method of communication. Make intuitive suggestions based on the ‘Maximising the book’
procedure.

• For all callers - Anticipate logical needs and tailor your interaction with the Guest based on their
comments or your intuitive questions instead of waiting for the guest to initiate the request. Use the
READ model.

• Sample questions to better determine Guest’s level of spa experience, or specific requirements.
Sample questions:
• To determine the degree of the Guest’s familiarity with spa
o Have you ever been to a [name spa brand] before?
o Are you familiar with our spa menu?
• To help a Guest who doesn’t know what they want
o What type of treatment are you interested in? We offer massages, body
experiences, facials, nail care…
o What is your preferred date and time for the treatment?
o What is your preferred treatment duration?

• The Receptionist should ensure they go over all the below details with the Guest as they secure and
finalise the reservation:
• Confirm Guest name and room/contact number/ email
• Repeat all details of the booking including date, day and time, therapist gender preference
• Share knowledge about spa facility usage/accessibility to Guest pre/post treatment.
• Review additional cost for any facilities/services not included in spa visit.
• Go over terms of payment and acceptable methods of payment if applicable.
• Collect credit card information from all non-hotel guests, full name and address of each
guest and email contact information.
• Go over reservation change and cancellation policy.
• Give Guests directions for getting to the spa, the suggested time to arrive in advance and
ask them to bring their bathing suit if appropriate.
 Accor Group Spa Operating Procedures

• The Guest should be asked if there is anything else they need assistance with.
• The interaction should be closed while using the Guest name, with a sincere appreciation and
enthusiasm to welcome them.
• After the booking process, confirmation letter should be sent by email or left in room upon arrival if
guest is staying at the hotel.

Supporting documents

• Spa Front of House Checklist

• Regrets Turn away report
• Pick up report
 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Reservation in Person
Front of House

Introduction/Objective
Almost always, this is the Guest’s first communication with the spa. Reservations must be friendly,
informative and professional in order to make a positive impact and secure a booking.

Accor standard
• SOP for maximising the book is followed.
• A professional tone and smile is always used convey genuine desire to help.
• Guest name is used at least three times during conversation.
• Conversation is always kept minimal and professional, never too personal.
• Existing reservations are only modified/altered when requested or authorized by subject Guest.
• All loyalty programme members and VIPS are immediately identified and given the appropriate
acknowledgement as per the Hotel Guidelines.
• Reservation/appointment card is used.

Accor procedure
• Receptionist should speak clearly with enthusiasm and sincerity throughout the booking experience.
• Follow guidelines for managing reservations and scheduling.
• Enquire “Have you decided on which treatment you would like to experience, or would you like some
assistance in designing your spa day?”
• If the Guest has selected a treatment(s), confirm the basic description(s) with the Guest. Identify and
describe to the Guest other treatments that can be taken in conjunction with their requested
treatment.
• Enquire if the Guest would like to add (treatment name) to their reservation.
• Enquire if the Guest would like to upgrade their treatment time (if applicable) to the requested
treatment.
• If applicable always try to sell a facial in conjunction with another service.
• Enquire, “May I check on availability for a specific date and time for your treatments?” and begin
scheduling accordingly.
• Always offer morning, afternoon or evening as the option rather than specific times. It is imperative
that you control the bookings to maximize utilization and yield.

2.2 Reservations
 Accor Group Spa Operating Procedures

• If they have not decided on a treatment, Enquire, “Would you like to have a consultation with our
treatment specialist to identify the best treatment for you?” If not, describe the facilities available
including the Hammam, the baths (if service available). Enquire, “Have you had a spa treatment
before? If so which one and how did you feel after the treatment?” How would you like to feel after
your treatment?” If the guest is unsure suggest relaxed, energized or invigorated. Ask “Do you have
any particular concerns or complaints that you would like to treat such as skincare, aching muscles or
jet lag? Once you have the guest’s responses suggest suitable treatments and identify that
treatments can be taken individually or can be grouped together with other associated treatments.
Enquire “Which treatments are of particular interest to you?

Supporting documents

• VIP list
 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Handling problems and conflicts

All Departments

Introduction/Objective
Every spa colleague should know how to speak to a Guest who is upset, be it on the phone or in person.
A person is 10 times more likely to tell friends about a bad experience, than a pleasant one.

Accor standard
• All options will be exhausted to ensure that a Guest leaves happy and has a positive memorable
experience with us.

Accor procedure
• All spa colleagues should try to absorb Guest anger and resolve conflicts
• First and foremost, don’t take any hostility personally. Do not, under any circumstances, judge a Guest’s
attitude or respond with more hostility.
• Show empathy and acknowledge the Guest’s feelings.
o I can see that you’re frustrated/confused. I would be, too.
• Assure the Guest that your goal is to find a solution and then ask them to tell you what happened.
o Let’s see how quickly we can resolve this for you. First, can you tell me what happened when…?
(Guide the Guest to the right starting point to avoid long stories.)
• Show that you are listening – ask for small clarifications as you go and write down the facts, if you can.
• As the story proceeds, express empathy with eye contact, head nodding and an expression of concern.
• Thank the Guest for telling their story and apologize for any inconvenience.
o Thank you for sharing your story; I’m sorry you didn’t enjoy your afternoon as much as you had
hoped.
• Ask what you can do to help – the Guest will usually tell you.
o What can I do to make it better?
• If the Guest doesn’t know, offer a solution.
o Would it be acceptable to you if I arranged (outline a solution)?
• If the Guest is still not satisfied, ask if they would like to speak to a manager/supervisor.
• Immediately refer the Guest to the manager or supervisor and remain courteous and sensitive to their
needs at all times.

2.2.3 Handling Problems and Conflicts

 Accor Group Spa Operating Procedures

• In case of inappropriate Guest behaviour, follow the below procedure:

o Inappropriate conduct by Guests will not be tolerated. This includes extremely vulgar, racist or
discriminatory language, refusal to allow proper draping, overt sexual advances, movements or
gestures.
o Sexual contact of any kind is strictly prohibited between therapists and Guests.
o If the Guest is being vulgar or using inappropriate verbal behaviour, the therapist must kindly
ask the Guest to stop the behaviour and firmly but politely ask the Guest to refrain from
speaking in a certain manner, or they will stop the treatment.
o If the Guest complies, continue treatment and report the incident to the Spa Reception and
Spa Director after the conclusion of the treatment, record the incident in the reservation
system, and appropriately alert the team for next re-booked treatment.
o If the Guest continues and does not stop, the therapist will stop the treatment and inform the
Guest the treatment is finished and leave the room immediately.
o The therapist should immediately inform the Spa Reception and Spa Director, (if the Spa
Director is not available then inform Duty Manager)
o The Spa Director (or Duty Manager) will speak to the Guest and inform them that certain
behaviour is not acceptable and not allowed.
o The full payment should be charged to the room, or processed with the Guest.
o An incident report should be prepared and the Duty manager and Security Department should
be informed.
o The Spa Director must inform other relevant Hotel departments that may handle further Guest
interaction in-room about the incident (Room Service, Housekeeping) to ensure the Guest
leaves without any further incidents.

• In case of allegations of inappropriate therapist behaviour, follow the below procedure:

o Sexual contact of any kind is strictly prohibited between therapists and Guests.
o Allegations of inappropriate conduct by a therapist must be investigated thoroughly even if the
claim appears to be inaccurate.
o Guest allegations will never be discussed with other staff members or Guests except for the
senior managers/directors that will be investigating the claim.
o Inappropriate sexual conduct includes contact with genitalia or breasts, inappropriate draping,
therapists using sexual or vulgar comments to refer to a Guest's body parts, or any touch
intended to illicit a sexual response.
o Inappropriate sexual conduct does not include claims regarding: rudeness, tardiness.
o If a Guest makes an allegation of inappropriate sexual conduct, the Spa colleague should
express concern, actively listen without interruption and agree to investigate the matter
immediately.
o Make the Guest comfortable and offer to bring them a beverage. Do not at any time admit
liability, make comments about the therapist or refer to any prior allegation of improper
conduct.
o Immediately contact the Spa Director. If they are not on duty, inform the Duty Manager of the
Guest’s allegations and ask them to meet with the Guest.
 Accor Group Spa Operating Procedures

Next steps to be taken by the Spa Director/Duty Manager:

o Report the incident immediately using the appropriate channels to the HR Manager.
o Do not discuss the Guest’s allegations with the therapist or anyone other than other manager
(Spa Director/Duty Manager) or Human Resources.
o Assist when necessary with the incident report that details the Guest’s allegations.
o Legal counsel will provide additional guidance and instruction that is to be followed.
o The Spa Director/Duty Manager or Human Resources should prepare an incident report that
records the Guest’s allegations.

• In case of adverse reactions to products, follow the below procedure:

o A consultation form must always be completed before any treatment is carried out.
o A Guest who states that they have sensitive skin should be asked if they react to specific
products.
o If the Guest states that they have sensitive skin, the Therapist should refer to the products
recommended by their product house for sensitive skin.
o As the treatment begins, the Therapist should routinely ask the client if their skin is feeling any
discomfort.
o If the Guest says that they can feel a tingling or hot sensation, the product should be
immediately removed.
o If the product continues to heat the skin, cease the therapy immediately.
o Apply a cold compress directly to the skin (water on a towel/ flannel or cotton wool only).
o Ask if there is anything else you can do for the client to make them feel comfortable.
o Ensure the Guest is comfortable before leaving the spa.
o Once the Guest has left, inform the Spa Director and Duty Manager on shift.
o The Guest name, address and a brief statement as to what occurred should be kept by the Spa
Director and recorded on the Consultation Form and Guest reservation software.
o The Spa Director should inform the product house of any reaction.
o A courtesy call should be made to the guest within 48 hours to ensure that there has been no
further adverse reaction.
o If the incident becomes a legal issue, Risk Management should be informed.
 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Spa Tour
Front of House

Introduction/Objective
Some Guests are more interested in seeing our venue before committing to a spa journey with us. Tours
are the perfect way to give them a glimpse of our facilities and leave them wanting more. Spa tours
informative, professional, and truly utilise selling tactics to turn interest into a booking.

Accor standard
• Standard spa tours include all spa areas, but ensure that Guests currently enjoying the spa are not
disturbed.

Accor procedure
• Spa attendant or therapist responsible for giving the tour should follow these steps:
• Collect the Guest
o Be ready for the Front Desk to pass you the Guest’s folder and make introductions.
Select a long or short tour for the Guest based on the amount of time available before
the treatment.
• Put the Guest at ease
o Use Guest’s name and keep conversation light in the first minute or two.
o Ask about previous visits to the spa; if the Guest is familiar with the spa, give less
instruction during the tour.
1. Welcome. Is this your first time at (name of spa)?
2. [If treatment already booked] Show enthusiasm for the scheduled treatments (read
them off the itinerary).
3. [If treatment already booked] I see you’re scheduled for (name of treatment). I’ve had
that one myself. I smiled all day.
• Incorporate the brand story
o [Each hotel brand to insert customised brand story]
• Introduce Guests to Colleagues who can assist them if applicable
o This is my colleague (mention name), she/he will be your therapist today

2.2 Reservations
 Accor Group Spa Operating Procedures

• Educate Guests about changing rooms and facilities

o Demonstrate how to use the locker.
o Explain what to wear while using the spa.
• Incorporate tips about using the facilities, you can make the following recommendations if
appropriate:
o Start with HOT (whirlpool or sauna) – it helps open up the breathing as well as detoxify
and warm up the muscles.
o Follow with a COOLING activity (cool shower, cold plunge or cool drink) – it brings body
temperature back to normal before the treatment begins.
o Heating and cooling are also great for opening & closing skin pores.
• Answer questions from the Guest
o Be familiar with your brand’s FAQ
[Each hotel brand to insert reference to their brand FAQ]
o If you don’t know an answer, tell the Guest you’ll ask the right person and return
with an answer.
 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Selling the Spa Offering

Front of House [+can also be Heart of House]

Introduction/Objective
Every call or face to face interaction with a Guest, is an opportunity to expand their spa experience with
us. Whether it is painting a picture of our journey to a first-time Guest, or introducing new experiences to
a return Guest, selling our offerings with knowledge and enthusiasm is a key responsibility.

Accor standard
• Every reservation call or visit (or post treatment interaction) Is treated as an opportunity to extend the
Guest's opportunity with the Spa.
• Selling the spa offering is not about getting people to buy; it’s about a genuine intention to help
Guests have a rewarding and memorable experience.
• Front of house colleagues will sell our spa experiences with knowledge and enthusiasm.

Accor procedure
• Front of house colleagues should take the following steps:
• Convey empathy and excitement
1. Listen intently for the reasons that the Guest is coming to the spa and show your
empathy or excitement for those reasons when you suggest treatments.
2. Empathy from you, conveys that the spa is a nurturing environment.
• Educate
1. Few people are well acquainted with all the benefits of spa. The Guest can’t
always ask for what they want (or what they really need) because they don’t
know what is available.
2. Highlight a few features of a treatment and you may hear the Guest say, “Yes,
that’s what I need. Let’s do that one.”
3. By educating the Guest, you begin their guided journey through the spa
experience.
• Share first-hand or second-hand experiences
1. Guests love to hear testimonials from energized people; it reassures them and
spurs them to try something new.
2. If you’ve had a treatment, be prepared to describe the top one or two benefits.
3. Practice being concise! If you can tell the story of another Guest who loved it
(and why) – that works equally well.
2.2 Reservations
 Accor Group Spa Operating Procedures

• Paint a picture of a “spa vacation”

1. People often give themselves permission to try something different when
travelling.
2. If the caller is a hotel Guest, find out how many days they will be staying and
paint of picture of a spa vacation – one treatment per day, for example, or one
whole day dedicated to spa.
3. Talk about our authentic experiences as a way for people who are vacationing
together (couple, best friends) to connect in a nurturing environment that is also
social.
4. Suggest a treatment suited to their situation.

• Offer upgrades and add-ons

1. Offer upgrades and add-ons (“companion treatments”) to expand the treatment
to meet the specific needs/interests of the Guest.
2. Upgrades are a more luxurious experience (a signature experience, for example)
and fall within the original time frame of the treatment.
3. Add-ons (e.g. baths) require additional time at the beginning or end of a
treatment. Present upgrades and add-ons as a way to expand an authentic
experience; they are not a sales gimmick.
• Suggest multiple treatments
1. The Guest who asks for only one treatment may, in fact, be open to a second or
third.
2. Suggest an agenda that allows an easy transition between treatments. For
example, do not book a manicure or pedicure before body treatments or
massages because the polish may be damaged.
3. Don’t forget to suggest lunch for spa experiences that bridge morning and
afternoon – it’s easier for the Guest to stay in their robe and eat in the spa, than
get dressed to go out.
• Look for incentive programs
1. There is at least one incentive program per month for reservations. Ask your
supervisor.
• While front of house colleagues should always endeavour to sell more spa offerings, they should be
cautions of the following:
• Ensure there are no contra-indications
1. When expanding an experience with upgrades, add-ons and multiple
treatments, check again for contra-indications. Sometimes the combination of
treatments can create a contra-indication that wasn’t there before.
• Be clear about pricing and promotion
1. Our prices are firm. With the exceptions of specific packages and promotions,
we do not discount prices to attract Guests.
 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Maximising the Book

Front of House

Introduction/Objective
As wellness professionals, we should endeavour to find appropriate opportunities and facilitate
extending a Guest’s time at the spa. The more time they spend with us, the more memorable their
wellness journey will be with us.

Accor standard
• When managing the reservations schedule, the SIP rule is followed (detailed in procedure below).
• The booking schedule is maximised to accommodate the greatest number of guests/treatments,
while ensuring the spa is not crowded and that therapists are not overwhelmed.

Accor procedure
• Receptionists should adhere to the SIP rule when managing the booking schedule:
• Staggered: Schedule appointments (60 or 90 minutes) on the quarter hour to ensure
Guests do not wait to begin their arrival experience and group arrivals are not obvious to
Guests. The additional time in our 60- and 90-minute experiences give our Guests more
personal attention and a better experience.
• Intervals: Allow 15 minutes between appointments. The 15 minutes is to be used for clean-
up, home care discussion and a short rest for the therapist.
• Punctuality: Start all treatments on time, regardless of the business levels on any given day.

• Our therapists should also be taken care of:

• Do not book more than three consecutive sports massages or exfoliation treatments with a
therapist – these are tiring.

2.2 Reservations
 Accor Group Spa Operating Procedures

• Receptionists should maximise the book:

• Review booking screen

1. Consider the treatment(s) being considered and the preference for a male or female
therapist.
2. Consider the approximate time slot (e.g., late morning) and other time considerations
(e.g., the Guest to take lunch in the spa).
3. Then look at the visual booking screen to see where you can place the desired additional
appointment and how you might up-sell to “fill the book.”
• Guide the Guest to an appointment time
1. The objective is to allow each appointment to be booked tight to the next. Any gaps
created between bookings need to be big enough to accommodate a 60-or 90-minute
appointment.
2. Caution! The SIP rule demands a 15-minute interval between appointments so a 60-
minute treatment actually requires 75 minutes on the visual booking screen.

• Get the best fit

1. Guide Guest to the time that creates a tight book rather than let them name a specific
time.
o Start with Would you like to begin your experience in the morning or afternoon?”
o If the book is relatively open, ask Early or late in the morning/afternoon?
o If the book is relatively full, suggest a time. How does 2:45 p.m. work for you?

• If the book relatively empty, front of house colleagues should find ways to expand the Guest’s
experience:
• Suggest multiple treatments or a package
1. Highlight to Guests that they would benefit from a longer spa experience that addresses
different elements during their wellness journey
2. Book multiple appointments with the same therapist if possible.

• Suggest a signature experience

1. Highlight to Guests that they would benefit from the chance to try a more luxurious
treatments and products.
2. An experience at this spa you might suggest: [Each hotel brand to insert customised
instruction]
 Accor Group Spa Operating Procedures

• Suggest extending a 60-minute treatment to 90 minutes

1. Highlight to Guests that they can have more time to enjoy the effects of the treatment.
2. Take the extra 30 minutes from either side of the booking but avoid creating spaces that
are too small to be booked.
3. If necessary, ask Guest if they can begin their appointment 30 minutes earlier.
4. An experience at this spa you might suggest: [Each hotel brand to insert customised
instruction]

• Recommend a companion treatment (add-on)

1. Highlight to Guests that this is an opportunity to enjoy more of their favourite
treatments or try something new.
2. For example, add 30-minutes of massage to a signature body experience or offer
exfoliation treatments, wraps and herbal baths.
3. Order of suggested services by priority: [Each hotel brand to insert customised
instruction]

• Recommend facials over nail service

1. When a Guest is undecided between a facial and nail service, always sell the facial; it
offers more revenue per hour and greater potential for retail sales.

• Stop when the Guest is not open to suggestions

1. The Guest may be too polite to say they are not interested - Read the Guest to ensure
you do not compromise their pleasant experience
2. Stop making suggestions if Guest is:
§ Firm when stating the service/duration they want.
§ Not engaged when you ask about their needs and make suggestions.

• Use preferred booking times on open days

1. Use preferred times when booking on a day that is still wide open (e.g., a week or more
in the future).
2. Your supervisor will tell you the preferred booking times at this spa. [Each hotel brand to
insert customised instruction]
 Accor Group Spa Operating Procedures

• “Fill the book” tightly on busy days

1. Try not to leave any small (unusable) spaces between appointments.
2. Avoid booking in “prime time” if the Guest can be flexible. When we save this space to
satisfy last-minute Guests, we earn their loyalty.
3. Move the therapist's lunch, if necessary. The visual booking screen will not allow you to
move it beyond a reasonable time – it needs to be in the middle of their shift!
4. Try to book the same therapist for multiple appointments with the same Guest.
5. Note: Ensure the therapist is qualified to do all treatments in the series.

• On full days, try to find space! Implement the waitlist best practice.
1. Never say no to a Guest without offering an alternative.
2. Never make an excuse e.g., “no therapists are available.”
3. Never blame the Guest for not calling earlier.
4. Respond with: “It’s a busy day but let’s see if we can find something for you.”
5. If the treatment the Guest has requested is not available at the time they want, let them
know when the service is available on other days during their stay;
OR
6. Describe a similarly energizing experience that is available at the time they want.
Encourage them to try something different!

• Finish the booking

1. Once the Guest has agreed on a treatment, time and date and provided you with the
necessary Guest information and payment method, proceed with booking on the spa
operating system. The reservation is not completed until you do so!
2. Remember to input any special requests.

• Plan ahead
1. Make managers/supervisors aware of future booking needs so that they can:
o Schedule more therapists on busy days and/or
o Extend the hours of therapists on busy days

B
 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Confirming Reservations
Front of House

Introduction/Objective
As a spa professional, you must be sensitive to the pressing schedules of many spa Guests and
understand the impact they may have on booked appointments. Confirming reservations in a manner
that reminds the Guest of the unique experience they will have with us, or building anticipation, will help
reduce missed opportunities due to cancellation.

Accor standard
• All spa appointments are confirmed within 1-3 days prior to the treatment, by phone or e-mail.
• During confirmation call, maximising the book tactics to be used as appropriate/If applicable

Accor procedure
• Receptionists should prepare for making the confirmation call by putting the Guest itinerary on the
screen in order to:
• Read the notes: if treatment is a surprise gift, don’t spoil it with a “tell all” phone call.
• Be prepared for questions: Guest may be unsure about their schedule or wish to make
changes to it.
• Appointments should be confirmed well in advance of a Guest's scheduled arrival at the spa:
• Confirm their appointment within 3 days by phone or e-mail and thank them for choosing
our spa.
• Make suggestions for their stay and forward spa brochures or the spa’s website address.
• Receptionists should reconfirm appointments following Guest check-in at the hotel
• Ensure hotel Guests who have a spa reservation receive a copy of their itinerary when they
check into the hotel. If the Hotel Guest has booked a spa package, include a welcome letter
with the itinerary.
• If the Hotel Guest arrives one or more days before their appointment, do a standard day-
before confirmation call or leave them a letter or appointment card.

2.2 Reservations
 Accor Group Spa Operating Procedures

• A confirmation should be made on the day before the appointment

• Confirm by telephone the day before (in the morning).
• Confirm reservations made online with a call or written confirmation within 24 hours.
• Enter confirmations on visual booking screen – this is essential.
• Pass the task of confirming onto the next shift if you are unable to finish the list before your
shift ends.
• Front of house colleagues should be prepared to handle a tricky confirmation in a live conversation:
• If the Guest is rushed, focus on stating all the important information.
• If the Guest wants to ask questions and/or alter their schedule, seize of the opportunity to
book more appointments, up-sell, or simply make a wonderful first impression by being
helpful and enthusiastic
 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Changing or Cancelling Reservations

Front of House

Introduction/Objective
As spa professionals, we should always aim to work for the Guest’s convenience and ensure they feel at
ease during every interaction with us. A change or cancellation is an opportunity to leave a positive
impact with the Guest and showcase our professionalism.

Accor standard
• Existing reservations are only modified/altered when requested or authorized by subject Guest.
• When a Guest calls to cancel, the concern is not any inconvenience to the spa but the missed
opportunity to experience our journey.
• A warm and compassionate tone is used to let the Guest know that we are sorry they can’t make it
and if they would like to reschedule.
• The hotel brand’s change and cancellation policy will be actioned.
• Implement no-show policy - see appendix.

Accor procedure
• A _____-hour change/cancellation policy applies to individual Guests.
[Insert your spa cancellation period]
• (Group Guests are different; usually _____ days.)
• A Guest wishing to cancel an appointment must call more than _____ hours before the start of their
service to avoid being charged a penalty equivalent to _____ percent of the treatment cost. This same
penalty applies to no-shows.
• Front Desk processes the charge at end of day.
• A Guest wishing to change an appointment (either the date OR THE TIME) must call more than _____
hours before the start of their service to avoid being charged a rescheduling fee. (The Spa Director can
ask for all rescheduling fees to be waived.)
• If Guests are sick or late from the airport, we treat the situation as a change
• of appointment.
• There is a _____-hour cancellation policy for all spa packages.

2.2 Reservations
 Accor Group Spa Operating Procedures

Supporting documents

• Spa Front of House Templates

• Guest No-Show Form
 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Following-up with No-shows

Front of House

Introduction/Objective
A no-show is a missed opportunity for both the spa and the Guest. Ensuring that you follow up in the
correct manner may help salvage the opportunity, facilitate solutions or simply leave a great impression
about our professionalism with the Guest.

Accor standard
• The Guest’s wellbeing is the main priority when they are a no-show. We demonstrate empathy for the
reason and help them reschedule.
• No-shows are Identified In a timely fashion to explore whether there Is a way to salvage the
opportunity for that Guest or other current Guests wishing to extend their experience with the Spa.

Accor procedure
• Front of house colleagues will identify the “no-show” in a timely fashion
• Identify Guests who have not checked in at least 15 minutes before their appointment time.
• Ensure the Guest is not on premises
• Ask the Manager on Duty (MOD) to verify the Guest is not in the lounge or locker room. It’s
possible that the Guest arrived but was not checked in through the spa operating system.
• Call the Guest’s Provider; if they cannot be reached, they may be with the Guest in question.
In this case, check in the Guest but verify with the MOD that the Provider did indeed
provide the treatment.
• Call the Guest to remind and/or reschedule
• Call quickly. If the Guest has simply forgotten, there is still time for a partial appointment if
we can get them into the spa quickly (easy for hotel Guests).
• If the Guest wishes to reschedule, follow the procedure for Changing or cancelling
reservations.
• If you call and no one answers, leave a message as follows:

2.2 Reservations
 Accor Group Spa Operating Procedures

Good morning, Mr. Smith. This is Janet calling from (name of spa). We are concerned
because you were scheduled for a 10:00 a.m. massage and it is now 10:05. We do hope you
are alright and possibly on your way to the spa at this moment. Otherwise please call us at
(phone number) if you wish to reschedule. Thank you, Mr. Smith – we look forward to
hearing from you.
• Record your actions on the (Guest No-Show Form) and file it at the Front Desk in case we
hear from the Guest. Otherwise, the manager on the PM shift will close out the form and
process the applicable charges.
• Adjust visual booking screen to show the Provider as free
• If the Guest is 5-10 minutes overdue and cannot be reached, ask your supervisor if it’s
acceptable to adjust the visual booking screen to show only the first 15 minutes of the
missed appointment as scheduled and the remainder open.
• By doing so, the Provider can still be booked for a new, last-minute appointment.

Supporting documents

• Guest No-Show Form

 Accor Group Spa Operating Procedures

2.0 - Guest Journey

No-show Policy
Front of House

Introduction/Objective
Maximising the treatment schedule is a top priority for the spa. When you implement a no-show policy
successfully, this means that you are showcasing professionalism while also helping to reduce future
missed opportunities.

Accor standard
• The no-show policy is outlined at time of reservation.
• All guests are contacted per the confirming reservations procedure.
• Guests who do not show up for their scheduled appointment(s) are called to arrange another
appointment. If this is not possible or available, the guest is reminded of the cancellation policy and
advised that the credit card on file will be charged the cancellation fee.
• The cancellation fee may be waived for regular guests who live in the local area to maintain guest
loyalty if the guest books another appointment within three weeks of the original reservation.

Accor procedure
• If the guest does not arrive at the scheduled time, call the guest, “Good morning/ afternoon/evening
(guest name) this is (receptionist name) from [insert spa brand], how are you today? I am calling
regarding your appointment today at (time) for (treatment). It is now (time) I was wondering if you
had forgotten about the appointment or if you will not be attending your appointment today?”
• If an emergency or major incident prevented them from attending, state you are sorry and given the
situation, they will not be charged.
• If appropriate, ask if they would like to make another reservation. If so, conduct the (Reservations
policy and procedure.)
• If the reason is a non-emergency, confirm all treatments within the appointment to ensure proper
cancellation. Inform the guest that the cancellation fee is applicable and will be charged to the credit
card provided when confirming the booking. Enquire if they would like a copy of the receipt posted to
them. If so, confirm their address details. If appropriate ask, “May I reschedule your appointment for
another day?”

2.2 Reservations
 Accor Group Spa Operating Procedures

• If they choose to confirm another appointment, conduct the Reservations policy and procedure.
• If the guest says they were not made aware of the cancellation fee, refer to the initial booking and
follow up phone call to ensure that procedure was adhered to. Inform the guest that it is Spa policy to
log all communication and that the records show the policy was stated upon booking and at the time
of the confirmation call.
• Conduct the transaction and charge the full treatment price to the credit card on file. Post the receipt
with the standard letter referencing the conversation and their choice to accept the charge.
 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Pre-treatment Guest Welcome

Front of House

Introduction/Objective
Welcoming a guest is one of the hallmarks of hospitality, and it is one of the most important moments
at the spa. This is where our Guests’ journey truly begins as they enter the sanctuary and receive a
glimpse of the experience they are about to have. As our brand ambassadors, you must ensure they
feel cared for and nurtured from the very first moment they enter the spa.

Accor standard
• Spa host leaves a positive first impression on the arriving Guest
• Spa host will introduce the Guest to the Front Desk
• Spa host guides the Guest through an introductory spa tour, if appropriate
• Spa welcome drink is served, as per brand guideline
• The guest is always acknowledged upon arrival with a warm smile and eye contact.
• Even if receptionist is on the phone, the Guest is greeted and acknowledged within 30 seconds of
their arrival. They are either politely asked to wait, or referred to another colleague to assist them.
• If receptionist is away from desk, another spa colleague has been briefed to temporarily fill-in to greet
Guests, ask them to wait for a few moments temporarily until their return (offer refreshments if
applicable). Alternatively, an official notice sign is left In place to indicate the front desk will be empty
for no longer than 5 minutes.
• The Guest is always addressed by their formal name, if known, or another authorized and culturally
respectful phrase.
• A professional tone is always used.
• Guests are always given a warm welcome and a smile that conveys a genuine desire to help.
• The Guest name is used at least three times during conversation.
• Conversation is always kept minimal and professional, never too personal.

2.3 Guest Welcome

 Accor Group Spa Operating Procedures

Accor procedure
• Receptionists should always stand when a guest enters the spa
• The Guest should be greeted with a smile and say: “Good Morning/Afternoon/Evening. Welcome to
(insert spa brand) my name is (Name) how may I how may I assist you?”
• If a receptionist is assisting another guest or otherwise engaged, they should always acknowledge the
new guest and when able, advise them that they will assist them as soon as possible. If applicable they
should ask, “Would you like to take a seat and enjoy some of our reading material while you are
waiting? Thank you.”
• Once available, the front of house colleague should ask "How may I assist you today?"
• Ensure that a spa welcome drink is prepared and served, along with a warm or cold towel, as per hotel
brand guidelines
• Check-in guest a per Guest check-in SOP.
• Welcome Drink

Reference images (If applicable)

• Welcome Drink
 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Guest Check-in and Therapist Consultation

Front of House/Back of House

Introduction/Objective
Every check-in should convey that we are anticipating the Guest’s arrival and are ready to start their
spa experience peacefully and seamlessly. The following procedure is adaptable for all Guests. It is
essential that group Guests and tour Guests be treated with the same care and attention as an
individual Guest. This is also where the Guest will consult with us to better determine or enhance their
treatments and get the most out of their time with us.

Accor standard
• Guests are greeted within 15 seconds of arrival, and assist within one minute.
• If arriving Guests must wait, acknowledge them with eye contact, a nod or a smile within 15 seconds.
Wait for a natural break in the check-in currently in progress and offer them a medical form to
complete while they wait.
• The Guest’s name is used throughout the check-in with, as per the Guest greeting SOP.
• The therapist consultation is to be conducted in line with the approved consultation form.

Accor procedure
• The receptionist should check-in the appointment in the spa operating system and/or retrieve the
Guest itinerary (and preview invoice) printed the evening prior. State the specifics:
For example: You have a 60-minute (Massage Experience) at 4:30 p.m. with a female Provider. Is
that correct? (Always mention a male; not always necessary to mention a female.)
• Check booking notes for special needs and circumstances (e.g., special occasion, loyalty club member,
lunch requested, someone else paying, etc.)
• Express enthusiasm for the treatment – highlight one or two features and/or personal experience with
the treatment.
• Briefly state what happens next e.g. the therapist consultation then the spa tour.
• Inquire if the Guest would like to expand their experience – but only if the spa is not fully booked. If
they are open to it, open the visual booking screen to determine what is available/ advise the therapist
to discuss options with the Guest during consultation.
• Suggest extending the current treatment, upgrading to a signature experience or adding a
companion treatment.

2.4 Guest Check-in

 Accor Group Spa Operating Procedures

• Confirm if the Guest would prefer to pay after the treatment and assist them with their preference if
they wish to do it upfront. Modify the invoice to accommodate lunch charges, discounts, gift
cards/certificates, etc.
• [If the Guest asks to pay before the treatment] Present the preview invoice to the Guest. Explain the
treatment price and standard gratuity. Point out the loyalty club discount if it applies. (Print out the
preview invoice the evening prior and reprint at check-in only if there are changes.)
• [If the Guest asks to pay before the treatment] Complete payment and provide a receipt. Note: all
Guests provide a credit card number to hold a reservation so it will be on file. There are five payment
options for Guests who are NOT part of GROUP:
• If the Guest is charging to their room, obtain a signature and room number. Verify via spa
operating system that the room number matches the name. If not, ask the Guest if the
room is registered under another name.
• If the Guest is paying by credit card, obtain card, swipe/ input numbers and complete the
sale including signature.
• If the Guest is paying with cash, complete the sale.
• If the Guest has a gift certificate/card, complete the sale.
• If the Guest is “comped,” charge to appropriate Account.

• If the Guest is part of a GROUP, review the group information in notes or on the Group Charges List to
determine charges.
• Retrieve the pre-printed preview invoice per usual.
• In some cases, a Guest signature is required; in other cases, the Guest should not see the invoice at all.
(Check with Supervisor.)

• If all spa charges go to the Group Master Account, inform the Guest that everything is taken
care of.
• If the group is paying for pre-booked appointments only, tell the Guest which treatment
(and what duration) is taken care of. Take a credit card number or room number for
incidentals or add-ons.

• Do a “warm transfer” of Guest to the therapist. Introduce both parties by name, note the time and
explain to the Guest what happens next. Hand the check-in folder, including the consultation form to
the therapist.

Therapist consultation:
• Allow the Guest time to fill in the approved Accor consultation form.
• Discuss information and pay special attention to medical conditions such as allergies or issues that
may have any contraindications with any of the Spa treatments or facilities
• Notify reception colleagues if any medical issues exist that may prohibit spa facility usage
• Recommend specific personalised treatments within available/allocated time, make sure you use the
Information to further customise the treatment, and ensure you recommend the use of relevant spa
facilities
• Make longer-term recommendations such as repeat visits for more spa treatments and/or retail
products to help address the Guest's concerns.
 Accor Group Spa Operating Procedures

Supporting documents

• Spa Front of House Templates

• Spa Front of House Forms
• Refer to your Brand Consultation form
 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Pre-treatment Experience
Heart of House

Introduction/Objective
The pre-treatment experience is key to the Guest entering their spa treatment relaxed and prepared
to enjoy their therapy. Spa professionals must set the right tone from the beginning by providing
them the assistance and information they need, and ensuring they maximise on their use of the
facilities when and where possible.

Accor standard
• Spa facilities are visually check to ensure health, safety and hygiene standards are upheld.
• Heart of house colleagues will take necessary action if any violation of spa ambiance Is detected.
• The spa Is impeccable and all amenities are fully stocked in time for new Guest arrival.

Accor procedure
• Heart of house colleagues should escort the Guest to the changing room and ask if they are new to
the spa.
• Bring the Guest to a fully stocked locker. Choose one that has a robe that is the right size. Show the
Guest the robe and the slippers/sandals.
• Bring slippers/sandals in another size if they look like they won’t fit.
• If the Guest said they were new to the spa, offer them a quick tour.
• Be aware of the time – if the appointment time is in ten minutes or less, be very brief with the tour.
• If the Guest is not new, confirm that no tour is required and offer assistance.
• Ask the Guest to change into a robe and wait in the lounge. Tell them their therapist will collect them
from the lounge.
• In the lounge, offer the Guest a beverage and point out newspapers and magazines.
• Follow up if a Guest is not collected on time by their therapist.

Supporting documents

• Spa Heart of House Checklist

• LQA

2.6 Pre-Treatment Experience

 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Foot Bath Experience

Heart of House

Introduction/Objective
This is the core component of our spa offering. Excellence in delivery of spa treatments is at the
heart of the Guest's journey and so ensuring that they are nurtured, and comfortable is essential at
every step.

Accor standard
• Foot bath set-up standard Is implemented - refer to set-up for standard

Accor procedure
• Before Guest enters room, therapist should prepare bowl of warm water (37°C).
• Place foot bowl at the Guest’s feet and sit opposite the Guest on a low stool.
• Place the Guest’s feet one after the other in the bowl. Ask Guest if water temperature is right and
whether they are comfortable.
• Place towel over their lap.
• Sprinkle Guest’s feet and ankles with water using light movements. Repeat three times.
• Perform regular stroking movements using the 2 pebbles one each foot, one after the other. Start with
circular movements around the bony prominences on the sides, then smooth the foot’s upper side
using small alternating movements moving from the toes up to the ankles (moving in 3 lines), sliding
under the foot and gently stretching the toes. Finally, use the average-sized pebble to apply circular
pressure on the arch and the heel.
• Once again, sprinkle Guest’s feet and ankles with water using light movements. Repeat three times.
• Take the Guest’s feet out of the water, slowly, one after the other, and delicately dry them using the
towel placed on your knees.
• Help the Guest put on their shoes and ask them to wait a few moments before their therapist arrives.

2.6 Guest Treatment Experience

 Accor Group Spa Operating Procedures

Reference images (If applicable)

• Foot bath reference images

Supporting documents

• Spa Heart of House Checklist

 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Guest Treatment Introduction

Heart of House

Introduction/Objective
This is the core component of our spa offering. Excellence in delivery of spa treatments is at the heart of
the Guest's journey and so ensuring that they are nurtured, and comfortable is essential at every step.

Accor standard
• Presentation should be impeccable: lighting is soft, candles, fragrances, music and temperature are
set in line with Spa ambiance standards.
• The temperature and height of the table are adjusted to suit the Guest’s needs.
• The massage bed is presented « like a bed » in accordance with the spa criteria.
• The treatment product tray is arranged on the bed.
• The Guest is invited to put his robe or his personal effects away in the appointed area.

Accor Procedure
• Facial treatment: The Guest slips under the quilt.
• Body treatment: The Guest lies down on the massage table (the spa colleague then pulls back the
quilt (See Treatment table technical sheet)
• Explain to the Guest how to go in, come out of the booth, tell him/her to put on the disposable
briefs/boxers. Leave the booth.
• Knock and enter the booth announcing that you are back. Ensure that the Guest is comfortable.
• Before starting the treatment wash your hands and then explain the different treatment stages and
products used to the Guest.
• Invite the Guest to close their eyes and relax. Guide him/her through a deep breathing exercise, to
encourage him/her to let go.
• Suggest that the Guest breathes in deeply by ‘breathing into ribs’. The spa colleague shall guide
him/her verbally and breathe discreetly with the Guest.
• Suggest that he/she breathes in slowly through his mouth. Breathe with the Guest.
• Depending on the type of treatment (face or body) a hot or cool towel is applied to the chest or each
foot.
• Perform the treatment protocol. At the start of each stage, explain the treatment and the products
used in a non-invasive manner.

2.6 Guest Treatment Experience

 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Treatment Draping Procedure

Heart of House

Introduction/Objective
This is the core component of our spa offering. Excellence in delivery of spa treatments is at the heart of
the Guest's journey and so ensuring that they are nurtured, and comfortable is essential at every step.

Accor standard
• Draping is the single most important part of the massage experience.
• Massage movements will not be compromised for draping procedure; Therapists will ensure they
work around the draping.
• Special consideration will be taken when draping to ensure the Guest is never uncomfortable.
• A Guest's privacy will always be respected even if they say nothing, no assumptions are ever made on
their behalf. Therapists will always be perceptive to both verbal and non-verbal signals to best cater to
the Guest.

Accor Procedure
• Back: When working on the back, the line of the towel shall never go below the tailbone or fold under
the underwear. When a Guest is not wearing underwear, hold the top centre of the lower towel with
one finger. Using the other hand to fold a triangle of towel back to uncover one buttock and hip.
Repeat on the other side. This towel “airplane” shape gives access to the lower back and buttocks.
After completing the whole back and buttocks fold the triangle back and replace the upper towel over
back. Never expose the crack of the buttocks.
• Back of the Legs: Uncover a corner of the towel up to the knee, lift leg out by lifting from the shin and
underneath the top of the knee. Take part of the towel and slide it under the thigh, release leg. Fold
towel, just uncovering the hip but never exposing more than ¾ of the thigh. Repeat to other side.
When uncovering, lift leg once again; remove towel from underneath the leg and then put leg back
where it was first placed.
• Turning over: When asking the Guest to turn over lift towel so it shields you and the Guest. Look
towards the foot of the bed in case the Guest is watching to see if you are looking. Place towel over
them.
• Front of the legs: Uncover corner of towel, lift out leg, place part of towel underneath thigh so it is
secure, never going above ¾ thigh, never ever expose the private area of a Guest. Repeat to other side.
Lift leg and remove towel from underneath leg and place back to original position.

2.6 Guest Treatment Experience

 Accor Group Spa Operating Procedures

• Arms: folds towel over, never exposing the chest and always have the towel separating your arm
massage from the rib cage. Fold under if needed.
• Stomach: Place small towel over chest, reach under small towel with one hand to pull back large towel
and hold small towel in place with your other hand, never expose about the breast line. Only expose
the stomach area, never going two inches below the bellybutton.
• Neck and Shoulders: fold towel over to the top of the breast line, never going below.
• Two therapists working in the same room: you must give consideration to your guest and ensure that
they are never exposed to the other therapist. When asking your guest to turn over, always stand with
your back to the other therapist. If your guest is not wearing underwear, be cautious when working
on the legs, especially if you bend the leg at any point

Reference images (If applicable)

• Draping
 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Shower Protocol
Heart of House

Introduction/Objective
This is the core component of our spa offering. Excellence in delivery of spa treatments is at the
heart of the Guest's journey and so ensuring that they are nurtured, and comfortable is essential
at every step.

Accor standard
• Before the Guest goes to shower, the bath towel, bath mat, and extra disposables are prepared.
• The shower head is facing the wall before turning on the shower.
• The water is switched on and the temperature is checked to be suitable and warm, unless other
Guest requirement is specified.

Accor Procedure
• Inform the Guest that the shower is being prepared for them. Place one hand on their shoulder and
gently ask them to relax for the moment.
• On returning to your Guest, lower the couch as far possible and place slippers on bath mat.
• Remove any product from the feet with hot mitts.
• Discreetly turn the towel that is covering the Guest from a lengthways position so it’s now laid across
the body.
• Place one hand on shoulder and assist your Guest to seated position.
• Ask your Guest to sit forward slightly to ensure the towel is wrapped around fully.
• Protecting the Guest's modesty, assist them off the couch (ensuring this is on the bath mat side) and
into slippers
• Escort your Guest to the shower.
• Explain how to operate the shower - advise on the use of shower gel if appropriate.
• Offer the Guest a shower caps and note location of new disposable underwear if required and dispose
of used disposable underwear.
• Explain that you will leave the room while the Guest gets into the shower but will return to prepare
the room whilst they are in the shower, leave before they have finished in the shower.

2.6 Guest Treatment Experience

 Accor Group Spa Operating Procedures

Whilst the Guest is in the Shower:

• Remove the dirty towels/sheets on the bed, prepare fresh setup.
• If salt scrub has been performed, ensure the salt is kept in the towels.
• Place in linen bin.
• Place clean towels on the bed.
• Sweep the floor if salt scrub was performed.
• Ensure that the room is prepared and tidy ready to continue with the next treatment.
• As you hear the shower turn off, leave the room to allow the Guest to exit and dry themselves.
• Knock before re-entering.
 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Bath Experience
Heart of House

Introduction/Objective
This is the core component of our spa offering. Excellence in delivery of spa treatments is at the
heart of the Guest's journey and so ensuring that they are nurtured, and comfortable is essential
at every step.

Accor standard
• Bath set-up standard is implemented.

Accor procedure
• Run a bath 2/3 full and prepare the treatment product and accessories (bath cushion, eye mask,
perfumed fresh square towels).
• Show the Guest into the booth and hang up the engaged sign.
• If the Guest is wearing jewellery invite him/her to put it in a jewellery box.
• The therapist shall present the treatment product to the Guest arranged on a tray which will be used
in his/her bath.
• explaining its properties as well as the length and different stages of the programme. She then
elegantly pours the
• product into the water.
• She reminds the Guest that it is obligatory to wear a swimsuit (disposable swimwear and/or sale of
swimwear in situation).
• Said swimwear shall be presented to the Guest in a box on request). The issue of nudity will have been
addressed beforehand at the time the appointment was made.
• The water temperature shall be checked with the Guest by asking him/her to put his hand into the
bath for a few moments.
• Hot or cold water will be added to the bath where necessary. Take the opportunity to inform the Guest
about the alarm button which can be used in the event of an emergency which is relayed directly to
spa reception.
• Set the bath programme: time and treatment phasing, then validate to launch the programme. We
recommend starting the jets before the Guest gets into the bath as in the first few moments the
water jets are cold (sensation which can be very unpleasant).
• The therapist invites the Guest to take off their robe (which they put on a hook) and their slippers.

2.6 Guest Treatment Experience

 Accor Group Spa Operating Procedures

• The therapist helps the Guest into the bath in order to prevent any risk of slippage. If the bath is too
high, a non-slip step shall be provided to facilitate getting in.
• The therapist shall ensure that the Guest is comfortable, rest their head on a cushion and check the
temperature of the water with him/her once last time.

• Before leaving the room, the therapist tells the Guest that she will be back in a few minutes to ensure
that he/she is comfortable. This measure also provides an opportunity to check on the Guest’s safety
(there is always a risk that they could fall asleep and drown)
• Come back 7 to 10 minutes later and discretely ensure that everything is alright.
• At the end of the treatment, the Guest is invited to get out of the water assisted by the therapist who
holds out their robe to preserve his/her privacy. As soon as the Guest gets out the bath water must be
emptied to gain time.
• The Guest is escorted to his/her treatment room (treatment is usually in the same room). Once the
Guest has made him/herself comfortable in his/her treatment room for the next stage of the ritual (or
in the relaxation room), the therapist that ran the bath will be responsible for cleaning the bath in
accordance with mandatory hygiene procedures.

Reference images (If applicable)

 Accor Group Spa Operating Procedures

Supporting documents
• Spa Heart of House Checklist
 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Pregnant Guest Treatment Procedure

Heart of House

Introduction/Objective
This is the core component of our spa offering. Excellence in delivery of spa treatments is at the
heart of the Guest's journey and so ensuring that they are nurtured, and comfortable is essential
at every step.

Accor standard
• In order to receive a treatment at the spa, especially massages, the Guest must at least finish 3 months
(be in their Third Trimester) of pregnancy.
• The Guest will sign the health consultation form and confirm that it is allowed by the medical doctor
in charge of the pregnancy.
• There will be no exposure to Steam and Sauna. Additionally, no Hammam, Mud Baths or Body wraps
treatments offered.

Accor procedure
• Before serving any spa beverages like herbal tea, the Guests should be informed of the ingredients in
advance to asses if it is suitable and safe to drink without risking complications, reactions or allergies.
• Only unscented massage oils are to be used.
• There should be no massage on the foot, belly and lower back.
• No strong pressure should be used. If needed, it can only be on the upper body.
• A full body massage can be done by lying on one side not facing down with the belly, the belly has to
rest sideways on a comfortable soft pillow and bolster under the ankles and knee.
• For facial and body treatments like body scrub, check with the Guest for any allergies to certain
ingredients.
• Take extra care of the Guest in wet areas not to slip, and make sure they wear comfortable slippers.

2.6 Guest Treatment Experience

 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Post-Care Recommendation and Facilities

Heart of House

Introduction/Objective
Like first impressions, last Impressions are very Important. Concluding a treatment should be handled
with the aim of leaving an outstanding last Impression if the Guest is to conclude their journey
immediately after, or to help the Guest transition smoothly to the next phase of their spa journey.

Accor standard
• Therapist conducting the treatment escorts the Guest to colleague who will guide them to the
relaxation area unless otherwise arranged with another Therapist, or Receptionist, or Spa Supervisor.
• Post treatment drink/snack are offered and brought to the Guest when appropriate.
• The Guest is thanked for spending time at spa and advised that they may relax as long as they wish in
the relaxation or elsewhere.

Accor procedure
• When the treatment is completed, the therapist should quietly say, “(Guest name), we have reached
the end of your treatment, I hope you have had a wonderful experience.” If the Guest is sleeping wait a
few minutes and then say their name again and enquire, “How do you feel?” Allow the Guest to slowly
wake up.
• Place a warm pillow behind the neck or on the sacrum whilst you ask, “Did you enjoy the treatment?”.
Respond appropriately.
• Assist the Guest to sit up by raising the table mechanically, always inform the Guest that you are going
to do this so it does not startle them. Lower the table to a suitable height so that when the Guest
swings their legs off the table the feet are on the floor. If the Guest is lying down you may offer to assist
them with sitting up by asking, “May I assist you as you sit up?” If they agree, ensure the Guest is
wrapped in towels or sheets to protect their privacy and support the Guest’s back as they sit up.
• If they decline, remove their robe/spa apparel from behind the door and put the robe on the treatment
table.
• Whilst the Guest reclines on the treatment table. Provide them with an explanation of the suggested
retail items that will complement the treatment experience. Offer advice on frequency of treatments

2.7 Post – Treatment Experience

 Accor Group Spa Operating Procedures

or any other treatments that may be suitable for the Guest, giving details of the benefits and relating
them specifically to the Guest’s needs.
• Place the Guest slippers on the bath matt.
• Remind the Guest to collect their jewellery or other personal belongings.
• The Guest will be escorted to the relaxation, or changing rooms whichever is preferred. Invite the Guest
to extend their day by saying, “If you have the time, please stay and enjoy the facilities for as long as you
would like”. Invite the Guest to choose a post treatment beverage and if you can offer any other
assistance to personalise their relaxation time.
• If the Guest is scheduled for an additional treatment(s), introduce them to their next Therapist, or
inform the attendant that the Guest is ready for their next treatment. Inform the Guest of the next
action, i.e., “your next Therapist is.”, “(Guest Name) this is (next Therapist name) and she will be
performing your (treatment).”, or “(Guest Name), (attendant name) will be with you momentarily to
introduce you to your next Therapist.”
• If applicable, notify the next Therapist that the Guest is ready.
• Therapist is to make relevant notes on the skin menu noting any products or treatments the Guest
intends to, or may buy and passes the skin menu to the receptionist. A personal note is to be added to
the skin menu from the therapist to the Guest.
• The therapist is to note on the software system any complaints made and the receptionist is to update
the Guest profile with the information from the Skin menu.
• Notify the Receptionist of any changes to the scheduled treatments.
• Guide Guest to the next location within the spa, ie: lounge, changing room, wet areas, etc. Provide a
warm and sincere closing at completion of service sequence and offer any further assistance before
leaving the Guest and thanking them for their business.
 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Sales and Retail Assistance

Heart of House

Introduction/Objective
Offering a Guest products for sale is not to be viewed as an opportunity for commercial gain, but
rather an opportunity for our Guest to extend their benefit and capitalise on their new path to
wellbeing beyond the spa.

Accor standard
• Sales of retail items are conducted in a professional manner.
• Spa colleagues proactively advise Guests on the range of products available for purchase.
• Retail selling is proactive yet unforced.
• Spa colleagues only recommend products that are suitable for the Guest and their requirements.
• Payments for all retail items as well as treatments are made at the POS terminals or charged to
master accounts.
• Testers are available, displayed and used in a clean and hygienic manner.
• Products are all displayed in a presentable manner and highlighted with appropriate lighting.
• Pricing is available on product or on price list.

Accor procedure
• Macro tactics/best practices
• A well-defined and laid out retail environment supports a spas philosophy and markets the
spa and its services. It supports the spa with additional revenue usually at higher margins
than services. Retail at the spa has been laid out so that the items which offer a higher
margin have more linear space allocated to them than others that although bring in a
higher retail price are not so profitable. Retail products are the Guest tools to help
themselves feel better and recognise the on-going need. It is a fact that people will pay for
things that will give them a higher level of emotional satisfaction and to the Guest spa
personnel are industry experts whose opinion they value.
• In order to keep a Guest interested in a retail space you need to change featured displays
on a regular 4 to 8-week schedule, this gives the impression of something new.
• Highlight special products or product offers on a separate table
• Place large items on the bottom shelf and most popular items at eye level
• Position new merchandise in a key focal area

2.7 Post – Treatment Experience

 Accor Group Spa Operating Procedures

• Always stock 3 -6 of each product to give the impression of plenty of stock

• Introduce shelf talkers and pyramid displays to effectively merchandise retail items
• Display lifestyle products by showing how they can be used at home.
• Provide testers and show products out of the box but be tasteful and not overwhelming.

• Sales process
• Everyone has an opportunity to sell, you support the link between home and the spa:
o Talk less and listen more
o Clear communication between the therapist and the person closing the sale is
imperative so that the Guest needs are understood.
• Play with different opening lines, as a rule they must have nothing to do with business,
• Engage the Guest by using small talk
• Acknowledgement – use an adjective or exclamation in response to “I’m just looking.” for
example, “Terrific!” “Great!” “That sounds fun!” this softens your next inquire.
• Take away the defensive shield – rephrase the defensive shield as a question. “Great, what
are you looking for?” or "What kinds of things are you looking for?”
• Always use open ended questions that start with who, what, when, where, why, how and tell
me, with closed-ended inquires, you are less likely to get valuable extra information as to
why the Guest wants a particular type, colour, size or function instead you get only what the
Guests want. By asking why, you clarify the Guest’s desires and concerns, and are better
able to serve that Guest.
• Provide supportive answers to build trust.
• Establish value of the merchandise in the Guest’s mind create desire within the customer to
own it now.
• People buy for two reasons: trust & value. Trust is established during the questioning
process; your demonstration establishes value.
• Guests may feel overwhelmed by complex information or bewildered by the language or
jargon that is unique to the spa industry. Avoid using words or phrases that are familiar to
you but, could be unfamiliar to Guests.
• The only real reason customers don’t make a buying decision is because they don’t see
enough value in the merchandise. Whether they trust you or not, they have to believe the
product is worth it. More often than not, it is not because they can’t afford it. If customers
want something badly enough, they’ll find a way to get it, but it’s up to you to get them to
want it badly enough. It all boils down to one thing: do you care enough about making a
sale to put the effort to really satisfy the customer
• Close the sale on the primary item and sell additional merchandise and maximize Guest
satisfaction.
• Introduce Guests to other areas both inside and outside of the retail area.
• The combined action of selling coordinated or related items is more effective than trying to
sell each item individually. Each week set a goal for yourself to learn more about 3 items
that you can inter-sell within the retail space.
• Offering a sample to try at home can be a wonderful opportunity to open the sale.
• Always finish the conversation with “look forward to welcoming you back to the Spa”
• Follow up with the Guest to see how they are enjoying their new product; this helps build
Guest loyalty.
 Accor Group Spa Operating Procedures

Supporting documents

• [List of products unique to property]

 Accor Group Spa Operating Procedures

2.0 - Guest Journey

Guest Check-out
Front of House

Introduction/Objective
Much like first impressions, the final impressions have a big impact. This is the opportunity to conclude
the spa journey of our Guest, ensure they are now enjoying their newfound wellbeing and guide them
on how to make it last.

Accor standard
• All guidelines on reception ambiance are followed.
• All product purchases are handled by Front of House colleagues on the POS system.

Accor procedure
• Front of House colleague will assist the Guest with product that has been selected by the Provider and
also introduce the retail coordinator, if necessary.
• Front of House colleague will ask Guest if they enjoyed their treatment and acknowledge and
document any concerns before the guest departs.
• Front of House colleague should ensure that all payments are completed as per one of the spa's
acceptable modes of payment before Guest departure.
• Guests will be asked if they would like to make a future appointment.

2.8 Guest Check-Out