Extend a prompt greeting. “Welcome to Sylvan

Spa…!” Use the guest name if known. Welcome them back if it’s not their

first visit.

Initiate check-in procedures. A concierge (sometimes the second at

the desk) radios the gentlemen’s attendant, “Mr. ____ for 10am.” Check-in all service treatments for each

revenue center.

Privately review the guest itinerary and

special needs or requests. Read all comments. Ask

the guest for the preferred method of

payment and process.

Sylvan Spa

Arrival and Check-in Flow (Men)

END

Ask if there are any other services the guest

would enjoy, or recommend

complementary services or special promotions.

Make the appropriate changes and print new tech schedules and guest folios.

Review the new guest itinerary, special needs, or new requests to confirm accuracy.

If attendant cannot arrive at front desk, escort guest to end of locker room entrance and point out attendant desk, introduce attendant. Use radio if attendant not present.

Spa attendant extends a welcome to the men’s locker room and introduces himself. The facility orientation will begin here by pointing out

reading materials, F&B presentation, etc in the den.

If No

Attendant will escort to locker room corridor

pointing out grooming area, restrooms, lockers, and wet amenities. The relaxation

lounge door will be pointed out (for opposite gender

therapist).

Spa concierge will assign the guest a locker, explain its use, and ask the guest for his shoe

size. A beverage will be offered, a floor mat presented,

and sandals placed on top. Guests will be told how much time they have to enjoy the

facility before the beginning of his service.

Throughout the facility orientation, the spa attendant will introduce the “water transformation circuit” pointing out the

water stations and journey diagram. The attendant will offer his or her name

to the guest and wish a relaxing experience. Throughout the guest’s visit, the attendant will make proper

use of relaxation props and beverages to ensure a five star pre and post

treatment spa experience.

If Yes

Extend a prompt greeting. “Welcome to Sylvan

Spa…!” Use the guest name if known. Welcome them back if it’s not their

first visit.

Initiate check-in procedures. Check-in all

service treatments for each revenue center.

Privately review the guest itinerary and

special needs or requests. Read all comments. Ask

the guest for the preferred method of

payment and process.

END

Ask if there are any other services the guest

would enjoy, or recommend

complementary services or special promotions.

Make the appropriate changes and print new tech schedules and guest folios.

Review the new guest itinerary, special needs, or new requests to confirm accuracy.

Spa Concierge will personally escort guest to the ladies’ locker room or salon.

The spa concierge will make pleasant conversation with the guest and welcome her

to the ladies’ den. The facility orientation will

begin here by pointing out reading materials, F&B

presentation, etc.

If No

Concierge will escort to locker room corridor

pointing out vanity area, restrooms, lockers, and wet amenities. The relaxation

lounge door will be pointed out (for opposite gender

therapist).

Spa concierge will assign the guest a locker, explain its use, and ask the guest for her shoe size. A beverage will be offered, a floor

mat presented, and sandals placed on top when the attendant

returns. Guests will be told how much time they have to enjoy the

facility before the beginning of her service.

Throughout the facility orientation, the spa attendant will introduce the

“water transformation circuit” pointing out the water stations and

journey diagram. The attendant will offer his or her name to the guest and

wish a relaxing experience. Throughout the guest’s visit, the

attendant will make proper use of relaxation props and beverages to

ensure a five star pre and post treatment spa experience.

If Yes

Sylvan Spa

Arrival and Check-in Flow (Women)