Benchmark for EAWS audits for treatments in quality wellness establishments is the following EAWS European Standard for wellness an spa treatments:
Your benchmark should be the EAWS Europe Standard!
This is your optimal treatment. Do not accept less!
SPA RECEPTION / BOOKING
- Separate SPA reception is essential
- Booking possibilities via internet, e-mail, phone and at the reception
- Friendly ambience at the SPA reception
- Professional and friendly service
- Good language skills and information competency of the staff
- Hand out of guest questionnaire (health condition of the guest),
SPA RECEPTION / BEFORE TREATMENT
- Warm welcome with a smiling face and eye contact (if possible by name)
- Make sure that the person in charge of the treatment is ready to welcome the guest
- Pass the guest over to the person in charge of the treatment with wish to enjoy the stay
PREPARATION
- Check treatment room
- Check and read guest’ questionnaire health
- Check own outfit
GUEST RECEPTION (MASSAGE)
- Warm welcome with a smiling face. Address the guest with name
- Introduction with own name
- Explore guest’ wishes
- Escort the guest to the treatment room
TREATMENT STEPS
- Help the guest to lay off the bath robe and slippers (careful placement)
- Offer a one-time-slip (for oil massages)
- Bed your guest comfortable and warm
- Dim the light and music in the treatment room individually
- Explain the planned treatment and ask for questions
- Disinfect your hands (noticeable for guest)
- After started the massage, make sure that your guest feels good with the pressure and intensity of massage strokes. Ask 2-3 times
- Cover guest immediately after the massage has finished. Offer the guest to relax a few more minutes in the room
- Help the guest to step of the ledge, place the slippers next to it (for comfortable entry) and help to put on the bath robe
- Offer the guest to lay down and relax in the recreation area (drink will be served)
- Inform the guest about possible advise or additional treatments you would recommend
FAREWELL
- Give your guest the feeling that he will be welcome again
- Make sure that your guest was comfortable with the service. Hand over an anonymous feedback questionnaire to the guest
- Shake hands, use the guest` name, keep eye contact and smile and wish
GENERAL
- Advice to guest should be always professional and individual
- Suggest/Advice (carefully) additional or another treatment
- Always use the guest name when addressing
- Always cover those parts of the body which are not treated actually
- During the treatment make sure to speak not too much but with a calm and clear voice (ask if he/she can understand you)
- It is not enough to “just” fulfill the guests’ expectations. The guest should always be surprised positively.