Guest contacts Spa by telephone/email/website/fax or walk-in to inquire about spa appointments.

1. Guest contacts Spa by telephone/email/website/fax or walk-in to inquire about spa appointments. Determine the needs of the guests’ requests and what they are expecting from the outcome of their treatment. Gather data from guest: contact info, client type, preferences for visit (therapist gender), likes/dislikes, and any other relevant and actionable information. Check availability for the guests’ requests and recommend other complementary services or Spa/Salon enhancements. Can all wishes and needs be met? Does the alternative satisfy the guest? Suggest best alternative time, therapist, or service available to guest. Avoid words such as “not available”, “no”, and use the phrase, “I have…”, or “May I suggest….” Inquire if guest knows location of the spa, share any directions such as parking. Explain the six hour cancellation policy. Record the guest name, contact information and preferences on call back and/or wait list. Make sure the guest knows and feels we will do our best to accommodate his/her request. Ask the guest if there are any other appointment needs for his/her party? Sylvan Spa Reservation and Scheduling Process Map No Yes Book the appointment and re-confirm service, date, time, and gender request with guest. Print the guest itinerary and provide the confirmation by phone, fax, or email Yes No Inform guest of complimentary facility amenities and recommend arriving at least 20 minutes before service(s) begin. Thank the guest for selecting our Spa, wish them a safe trip in, and that you look forward o welcoming them. END