Spa Sop

LE MIRAGE HEALTH & FITNESS SPA'S MISSION STATEMENT

AT LE MIRAGE HEALTH SPA, WE STRIVE TO HELP YOU
TO FEEL RELAX AND STRETCH YOU OUT OF
STRESS THROUGH OUR TOUCH FROM OUR
PROFESSIONAL TEAM

DEPARTMENT HIERARCHY

Director SPA / SPA &
HEALTH CLUB MANAGER

ASST. HEALTH CLUB MANAGER

HEALTH CLUB EXECUTIVE

SR. SUPERVISOR

SUPERVISOR

RECEPTIONIST SPA
POOL ATTDT. /AYURVEDIC
HLC ATTDT. THERAPISTS
GYM BEAUTICIANS
INSTRUCTOR BARBERS

D AY TO DAY OPERATIONS AT LE MIRAGE HEALTH SPA

Task Procedure Standard
Service Timings  Open on 7 days a week
 Recommended business hours are 6 am - 10 pm.
Opening hours of the staff will be 15 minutes
before the working hours so that suitable
cleaning operation may be undertaken.
 Was employee wearing a complete uniform and
well presented.
 Staff to be ready in their uniform while attending
the health club.
 Staff is to complete the task on hand, including
the service being done for any particular
customer, to the satisfaction of the customer,
before leaving the work place.
Person Responsible  Was the reception desk neat and clean in
appearance spotless.
 Keep the work area neat and clean spotless.
 The principal - coordinator, the person
responsible for day to day operations of the
health spa is the Health Club Manager.
 The hostess or the receptionist will function as
the coordinator during the Manager's absence,
and account for all the functioning of the spa on
his return. (One other person to be identified
other than the hostess in her absence.
 Did the employee as certain the guest’s room
number and use his / her name thereafter.

 Use the guest name on of known.

Appointment booking  Appointment will be given for a period of up to
30 days in advance.
 Appointment can be booked by : Phone, In
person
 The hostess should make the bookings, and
provide information of the services rendered at
the spa.
 The greeting given to the hostess should be:
"Thank you for calling Health SPA, Good
__________" (wait for customer response) then
says how I may help you. The greeting is to be at
a leisurely peace and must not be rushed
through.
 Information on treatments rates, timing available
conveniently by receptionist.
 Note the name and number of the caller.
 Check if the customer has being to the spa
before.
 Note the services he/she would like to have.
 Check time preference.
 Was the guest greeted in a warm and friendly
maintain an utmost degree of courtesy and
politeness while dealing with guest.

Customer Entry  Did the Employee offered a service broacher
may if applicable?
 When the customer enters the spa every staff

should direct their attention. Which includes the
hostess also, and any other staff sitting in the
reception. And enter their name at the guest
attendance register when he/she opts for any
services from the club.
 Appropriate music.
 Relaxation music should be on during the
operation timings.

Greeting by Hostess  Was there a designated receptionist upon arrival?
 Hostess on duty to receive and greet every guest
first. If the hostess is busy on phone she must
excuse herself for a second acknowledge the
presence of the new customer and tell that she
will attend as soon as the call is over. If there is
another staff member in the reception area when
the new customer walks in and the hostess is not
at the seat, it is the duty of the staff member to
wish the customer.
 Ambience of reception is reflective of the
facility. Banners and tent cards to be placed?
 Employee speaks clear and understandable
English. All staff should speak in English in
Guest areas.
 Was the guest offered a facility orientation?
Clear Explanation about the services rendered at
the spa.
 Greetings must be accompanied with smile.
Greeting must be offered at physical proximity

to the customer by walking up to the customer
and standing at a comfortable distance.
Hospitality and business building  In this business where a customer is in close
proximity of the staff for a long stretch of time
being hospitable and friendly will go a long way
in building lasting relationship that will benefit
the business in the long run?
While waiting  Offer him/her a seat
 Offer him/her magazines to read. Try and attract
the customer's attention to any new or latest
promotions or offer that is prevailing.
 Make polite conversation with the customer.

During Service  Did the employees indulge in excessive or
personal that?
 The staff to try to talk to the customer only if he/
she seems willing to do so.
 Conversion should be related to service. Avoid
discussing non service related topics. Personal
conversation gossip should not be pursued by the
staff.
 Any reports made by the customer against any
staff of gossiping/maligning other staff will be
viewed very seriously.

Feedback  To be able to offer superior services, which
needs constant improvement a feedback needs to
be taken. Feedback to be taken in the prescribed

feedback book from every customer.
 Feedback to be provided to each customer with
the bill. It is then wish of the customer to give
the feedback. They should be encouraged to do
so.
 Explaining the guest to fill the feedback when
presenting the bills.

Billing and Cash Handling  The spa centre is expected to handle both cash
and credit card payment options. It is advisable
not to provide credit to the customers.
 All accessories required to receive a credit card
payment to be kept handy and updated at all
times.

Post billing procedures.  The hostess should ideally be the person to raise
the bill on receiving the job take from the beauty
parlor and the therapy centre for the service and
should mention the amount verbally to the
customer while handing over the bill.
 All payment received by thanking the customer
and change given by remaining him/her to check
the same.
 Staff thanks the guest for the visit and remarks
will be pleasure to see you again.
 To check with the customer if he/she would like
to give next appointment now at the time to
departure from the spa centre.

 Send off the customer with a cheerful "HOPE
TO SEE YOU AGAIN SOON".

Complaint Handling  Customer complaint to be personally handled by
the Health club Manager. And the same to be
discussed with General Manager.
Types of complaints.  Service complaint.
 Customer complains about quality of service or
materials or operator.
 Extent of complaint could be ranging from mild
to serious. Serious complaint could be one where
customer is visibly upset to a very great extent
and or any tangible sign is visible on his/her such
as cut, inflammation, swelling etc.
 Cleanliness complaint.
 If any customer complains about the cleanliness/
hygiene of our spa centre/staff/equipment it is a
matter of great concern to us. It falls in the
category of serious complaint irrespective of the
customer views it seriously or not other
complaint.
How to handle complaints.  Our philosophy of complaint is that "THE
CUSTOMER IS ALWAYS RIGHT" even he/
she is wrong. The staff to be aware of this
philosophy at all times and must never take
stances that are different from this.
 In general the club manager speaks to the
customer to a private place and makes

arrangements to record down the complaints
verbally provided. This show the customers that
we are serious about what he/she has to say and
also it becomes an indisputable record of the
incident.
 Manager to allow the customer to finish
explaining his/her complaint before commenting.
 Full understanding the complaint to be achieve,
ask questions, copiously to get more information
from the customer.
 Than try to explain the spa's point of view
politely.
 To gently try to pacify the customer and
apologize for the shortcomings.
 Must never argue or refute the claims of the
customer, instead should be understanding and
sympathetic.
 In situations that warrant it, club manager should
at his discretion offer a make up service to pacify
the customer. Such situation could be one where
unless compensated the customer is likely to
discontinue his/her patronage of the club.
 Interface must end with the customer feeling
satisfied that his/her complaint has been heart
and satisfactory action has being taken at our
end.
 In the event that the customer is not satisfied at
the end of interaction, then somebody senior to
the organization will personally contact and will

help out to sort out the complaint/suggestions
within 15 days.

Follow up on complaints.  Manager to decide how to "solve" complaints.
 He must take appropriate actions.
 DEbRIEF STAFF AND DRAW ATTENTION TO
THE COMPLAINT so that they are aware of the
complaint.
 If any particular staff is involved to talk
separately and give the feedback.
 If any materials are involved to check the
veracity of the complaint and if found correct to
take steps to improve the quality of the inputs.
 If system is involved, to check what steps can be
taken to improve the operations and to institute
the necessary changes.
Inventory  Inventory control has to be exercised for the
following items :
 Soft consumables (medicated oils, herbs etc.)
 Hard consumables (soaps, etc.)
 Equipment and spare parts for the equipment.
 Counter sales goods.
 Linen.
 It is advisable that an inventory check be
undertaken once a week (preferably on the last
day of the week.
Counter sale goods  As there will be a counter within it for sales it
will need to stock this for day to day customer

purchase, including the promotional items.
Important information on storage  Always close container tightly to prevent
deterioration / contamination of contents.
 Old stock to always be moved to the front & new
items to the back.
 Keep track of expiry date & remove expired
stocks.
 Check equipment, line hard consumables also for
detoriation of conditions.

Services offered at the health sea. • Scope of services to be provided in the health
Service Menu spa. And no services that are not in the menu are
to be administered.
• Any changes in the menu must be undertaken
only after consultation with the management in
order to maintain strict quality and equity of the
brand.
• The service menu will be displayed at the
nominated locations.
• When a new customer walks in and is unsure of
what he/she wants or what he/she can avail of at
the club to share the service menu by the
hostess / physician.
• Services offered at the health club
• Ladies beauty parlor
• Men salon
• Out door Swimming Pool
• Fitness Centre

• Massage Centre
• Steam bath - Ladies & Gents
• Sauna Bath - Gents & Ladies
• Jacuzzi - Ladies & Gents
Changing Room • Was the separate room provided for changing
garments? The guest privacy should be
considered.
• Was the decor of high standards and fresh?
As it is a traditional Ayurvedic Centre it is
maintained well as per standards.
• Were clean hotel bathrobes available?
As per the treatment, only the treatment towel is
required for the usage.
• Was the laundry basket not full and overflowing
at any time during operations?
Daily twice the laundry service is available as
per the laundry timings.
• Were amenities (body lotions, deodorant etc.)
available in the changing rooms?
A shaving kit is available. The guest prefers their
personal amenities.
• Were employees wearing clean uniforms with
name tags?
Staff to be ready in their uniform while offering
the services.
• Services offered at the Massage Centre
• Abhyangam : Oil application for the body and
head. Good for muscular - skeletal diseases and

rejuvenate heath care. Time limit - 60 min.
• Udvartanam: application of herbal powder mixed
with oil or buttermilk or medicated juice for
weight reduction.
• Mukalepam (Facial): an application of
prescribed powders on the face for a specific
duration of time.
• Shirodhara: Medicated Ayurvedic oil is poured
on the fore head for 45 minutes which gives a
Psychological relaxation.
• Le Mirage Special : Combination of Abhyangam
& Shirodhara.- 90 minutes
• Slippers offered when barefoot walling required.
While traditional ayurvedic treatment takes place
as per their standards.
Treatments • Employee automatically provides adequate
information to guide through various massages.

Principles • There will be no compromise on the procedures
or systems followed either with the clients or
second party.
• In case of any doubt regarding any treatment
which cannot be done in short duration the
clients insists for it or does not follow the
restrictions imposed the clients should be made
to understand the consequences.
• Again it must ensure that the physician does not
get any argument/altercations with the client.

• Only male therapist should treat male clients and
female therapist, female clients.

Packages offered • The Manager must explain all the packages
in complete detail once it has been prescribed
or once the guest has decided to undergo the
same. The description must include the
following :
• Duration of the treatment - no. of days and time,
cost of treatment.
• Medicines that are going to be used for the
treatments.
• The effect of medicines - the benefits.
• The dosage of the medicines
• Benefit of treatment
• How often treatment must be done.
Completion of the treatment • On completion of the treatment course, the client
is normally advised to carry the medicines back
along with for follow up.
• Please ensure that the treatments are done as per
the principles and no compromise to be done on
this. Actual treatment program is for 90-120
minutes.
• Temperature is nor is extremes but comfortable?
A temperature controller was been place in the
therapy room as per the Standards.
• Floor not damaged or soiled? Treatment room
floor scrubbing takes place weekly twice (or)

whenever immediate requirement.

Procedures to be followed by the • Therapists working in the centre will be working
therapists directly under the Manger. The Manager is the
immediate higher authority of the therapist for
all administrative and medical reasons.
• Therapist should work in a professional way and
to the utmost satisfaction of the client / guest.
• Please remember that the love and care play an
important role in the healing process. As a
therapist, you can play a big role in providing
this love during the treatment.
• Hence please do enter the treatment room in a
pleasant frame of mind and leave all negative
thoughts outside in the interest of the clients that
you are treating.
• Do not engage in unnecessary talk/gossip with
the clients or amongst yourselves in the client's
presence or during treatment - this is a very
serious offence, which will be dealt with very
strictly if brought to the attention of the
management.
• Therapist will keep utmost decency and not to
create any nuisance at the centre and at the
accommodation provided.
• Therapist should co-ordinate with the other staff
at the centre in concurrence with the manager.
• Therapists should help the manager in

maintaining the required registers and records
etc.
• Therapist should never speak ill of the centre to
the outsiders, any problems faced should be
brought to the notice of the manager.
• Therapist should get prior sanction in a standard
leave application format at least 15 days before
proceeding on leave and should not proceed for
leave till a replacement comes.

Administrative procedures • Manager is the authority of the centre for the
treatment procedures and is also the liaison
officer of the centre.
• All medicines stock verification and
maintenance etc are to be done by the manager
only the therapist will assist the manager.
• Manager to ensure that the therapist a conduct is
good and goes not create any nuisance to the
guest or to the second party.
• The charges for the services offered by the
centre should be collected by the club
receptionist, the Manager or the therapist should
not take the responsibility of collecting it on
their own.
Services offered at the beauty parlor • Facial : time - 45 min
GENTS PARLOR/LADIES • Procedure
PARLOR • Use Head band
• Cleansing

• Pack for dead cells
• Scrub he face with light massage
• Steam / tone
• Massage with nourishing cream
• Pack
• Moisture or sunscreen

Bleaching - 30 min • Cleansing
• Application of bleach
• Use each pad dipped in chilled rosewater
• Remove with chill water
• Sunscreen
Manicare - 30 min • Cut and file nails
• Soak hands in warm soapy water
• Cleanse hands with soft brush
• Apply cuticle creams
• Push and cut cuticles if required
• Scrub hands lightly
• Use pack if needed
• Massage with a moisturizing cream sunscreen
Pedicare - 45 min • Cut and file nails
• Soak in warm soapy water
• Cleanse with brush
• Next use foot scraper for dead skin
• Use pumice stone
• Use smoother
• Push cuticles with cuticle pusher

Hair dye - 1 hour • Decide on the dye to be used with client's
consent
• Place a black towel around the client
• Place cotton behind the ears
• Apply the dye in small section
• Leave for 25-35 min
• Shampoo
Coloring - 1 hour • Comb the hair
• Apply the color
• Leave for 40 min
• Shampoo
• Blow dry

Highlighting - 1½ hr • Cotton near ears
• Pre-lighten the hair with pre lighter either in thin
section broad bands as per clients choice
• Wash with plain water
• Use the desired color
• Leave for 20-30 min. checking all the time
• Shampoo
Under eye Wax treatment - 1 hour • Cleanse around the eye area
• Apply an eye pack
• Massage with under eye cream around the eyes
• Place cotton strip over the eyes
• Apply warm wax over this
• Then cover with an aluminum foil strip
• Leave the heated eye area for 20 min

• Sunscreen
Heman hair treatment - 1 hour • Place cotton around the ears
• Comb hair
• Apply the henna in the section cover with
shower cap
• Shampoo
• Blow-dry

Hot oil massage - 45 to 60 min • Place the towel around the guest
• Comb hair to remove knots if any
• Use the high frequency machine
• Apply warm oil and over the scalp in sections of
the hair
• Massage the head for 20 min. using relaxing
techniques at pressure points
• Next put the client under the scalp steamer
• Shampoo the hair
• Apply conditioner
• Towel dry and then use the hair dryer.
Administrative procedures • Health club manager is the authority of the
parlor, and the beauticians, barbers is the liaison
between the parlor ad the centre.
• THE STAFF SHOULD NOT SPEAk ILL
AbOUT THE ORGANIzATION to the guest
and the charges for the services offered by the
parlor should be collected by the health club
receptionist. THE bEAUTICIANS SHOULD

NOT TAkE THE RESPONSIbILITY OF
COLLECTING IT ON THEIR OWN.
Services offered at the spa section • Attendant to ensure that the steam room is ready
Steam both - 30 min for use when the guest request 10 min. earlier.
• The room should be clean and the floor should
not be slippery and the max temp. Set at the
room should be around 45 to 50 deg.
• Attendant to request the guest that they should
use for max. 20-30 min. per sitting. And no
garments worn will be allowed inside other than
the towels provided from the centre.
• Medicated oil of around 5 ml to be sprinkled in
the room to give a relaxing ambience to the
steam users.
• Attendant to scrub the floor by using a bucket of
warm water with a mild detergent soap and a
clean scrubber, avoid heavy detergent which
could leave marks on the tiles and the benches.
• Back wash the generator every alternate day to
avoid blockage on the heater container.
Sauna Bath - 30 min • On guest request to put the sauna and the temp
set to around 80 deg. c.
• Advice the guest to use it for max. 20-30 min
and in intervals take chill shower for stimulating
the muscle with hot and cold combinations.
• No outside garments worn to be allowed inside,
only the towel provided from the centre.
• Clean the sauna to keep a fresh ad well-

maintained appearance.
• Use a bucket of hot water with mild detergent
soap and a clean sponge or rag to wipe the bench
surfaces and floor.
• Wet mop the entrance area of the sauna.
• You many clean the rocks after they have
completely cooled down. Soak them in a soapy
mixture of warm water. Wash them off with a
sponge then rinse in clear water Allow them to
dry then re-apply rocks to the heater trough.
Clean the heater of the foreign substances.
Gradually build the heat in the sauna to totally
dry the rocks.
• Never ever turn a hose on the sauna to wash it
down.
• Periodically remove al stones and clean the
trough if a stone breaks do not allow it to remain
in the trough, in turns is left unattended the grit
could damage the stainless steel.

Jacuzzi - 30 - 45 min • Attendant to ensure the area is dry and the water
is under filtration mode.
• To not to allow the guest use the Jacuzzi with the
garments worn, only towels provided can be
used.
• To flush out the water every alternate day and
fill up the tank with fresh water.
• To give a fresh look and a comfortable spa

ambience sprinkle the Jacuzzi with some rose
petals of different color provided from the
centre.
• As and when the tub is emptied scrub the bottom
of the floor with milk detergent with a scrubber
against any slipperiness.
• Ensure that no guest to use the Jacuzzi after
coming out from, treatment room with oil on
them.
• Attendants to inform the receptionist on the
services taken by the guest for billing.

Swimming pool – Out Door • For the usage of residents and registered
members of the club
• Pool will be open on all days
• Attendant to complete the cleaning procedures of
the pool before opening for the guest.
• Water quality to be checked everyday and the
same to be recorded for necessary dosages.
• Recommendable cl level 1.0 TO 1.6 , ph level
- 7.0 TO 7.8
• Attendant to ensure any guest using the pool,
their name and room no to be recorded at the
pool register.
• Do not to allow any children in the pool without
parents in the pool.
• Attendant to provide the guest with lockers and
the same to be taken back and advice them to use

for any valuables and jewellery, no jewels worn
will be allowed inside the pool and the club is
not responsible if any jewels lost in the pool.
• Attendant to ensure that the usage of the pool is
prohibited under the influence of liquor and not
hot beverages will be served in the pool.
• NO OUTSIDE FOOD WILL bE
ENTERTAINED OTHER THAN
ORDERED FROM THE HOTEL.
• ATTENDANT TO kEEP THE POOL
LObbY AREA DRY AND ENSURE THE
FLOOR IS NOT SLIPPERY.
Gymnasium • For usage of the guest and registered members of
the club
• Attendant to ensure that the name is registered in
the guest register
• Guest and members to be medically fit for using
the gym.
• Instructor on duty will be providing with the
necessary guidance.
• Attendant to ensure the maintenance of the
equipment inside the gym is updated and free for
usage without any problems.
• TO RECORD THE FAULT ARISEN ON
THE EqUIPMENT on the maintenance data
sheet, and inform the club manager for necessary
rectification

• Manager to update the equipment with AMC's
and periodical servicing to be done for the
machines.
• Attendant to provide the guest with a fresh hand
towels.
Staff recruitment its responsibilities • The attitude of the staff goes a long way
and authorities increasing the right ambience in the health club.
Staff attitude No matter whom the customer, the staff must
never show any sign of 'TALkING DOWN' to
the customers. Instead they must be encouraging
and pay genuine compliments to the customers.
Customers value the advice of the staff a great
deal. Hence the staff will be trained in giving
advice appropriately. The customer wants a
sense of comfort, recognition and belongings in
the club. The staff can play a major role in
providing this. The customer has to leave the
premises 'feeling great'
• THE STAFF MUST NOT ASkS ANY
CUSTOMER FOR A TIP, REGARDLESS
OF THEIR RELATIONSHIP WITH THE
CUSTOMER.
• The staff to not to sit in the main guest area they
should sit near the pantry area when they are not
occupied.
Grooming and appearance. • Personal hygiene is of most paramount
importance for all employees of the club. If any
staff, therapist, beauticians, barbers, is suffering

from some contagious / contact diseases like skin
and eye infection he / she should be allowed to
operate until full recovery so that there is no
transmission of disease to the customers to
members.

Healthy hygiene practices • All employees must bathe everyday before
coming to work
• The employees must maintain a neat and clean
appearance at all times. The appearance of
employees is a measure of competence of the
centre and hence this has to be ensured at all
times.
• Basic hygiene to be ensured. Nails on hands
have to be clipped short, the hands have to be
washed thoroughly after the meals, teeth have to
be clean, the mouth have to be rinsed and
cigarette smoking is to be prohibited during
working hours.
Body order • Especially in operators who are working in
physical proximity to the clients, body odor is
obnoxious an does not allow for clients
relaxation.
• Uniforms should be fresh and washed ones.
• Uniform need to maintain in good shape.
• Each uniform has a life of 100 washes. This
means that uniforms would need to be changed
after every 300 days or so.

• Long hair to be tied back
• No fancy jewellery.
Visitors and calls • Employee visitors to be discouraged. ONLY
EMERGENCY TELEPHONE CALLS
ALLOWED. Individuals will not be called to the
phone to talk to clients. The reception person
should handle such conversations.
Master List of Records • Guest attendance register
• Guest comments book – HLC
• Guest comments book – BPR
• Guest comments book – Massage
Center
• Swimming Pool log book
• Accounts book
• Job order taken – BPR
• Job order taken– Massage Center
• Membership record book
• HLC Inventory register
• Members identify card
• Membership forms
• Personal performance log

RESPONSIbILITY
AND
AUTHORITY

JOB DESCRIPTION

Job Profile: Management Job Title : Health Club Manager
Department : Health Club

Reports to Sr. Vice President & General Manager
Job Summary To advice and provide service to guests for keeping
them fit
Job Responsibilities a) Staff Training / Briefing
b) Guest Service
c) Members training tips at the gym & equipment
maintenance.
d) Swimming Pool water maintenance and house
keeping of the department.
e) Check adequate stock of guest necessities.
f) Provide massage/keep control of oil/cream etc.
g) Beauty Parlor equipment update
h) Billings/Cash Handling
i) Guest Comments
j) Budgeting/Cost Control/Sales Improvement
Directly Supervisors All personals in the department

Limits of Authority 1) Sanction leave for dept. staff
2) Implement duty timing for staff
3) Discounts
Co-ordinates with 1) Internal
Executive manager, CE, Laundry Manager,

Purchase Manager, Lobby Manager, Executive
Housekeeping.
2) External
Gympac Fit System,
Assigned area Health Club

Job Profile : Non-Management Job Title : Receptionist/Cashier
Department : Health Club/Beauty Parlor
Reports to Health Club Manager

Job Summary a) Provide information on health club facilities to
the guests.
b) Give appointments to guests for health club.
c) Politely receive guests.
d) As required, raise bills on Health Club towards
services provided.
Job Responsibilities 1. Reception Duties
a) To attend to all telephone calls
b) To give appointment to guests as desired for
massage, facial treatment, hair cutting etc.
c) To liaise with masseur, beauty parlor/barber,
shop staff for appointments given to guests.
d) To receive and greet the guests.
e) To escort the guest to their required location
f) To maintain records of members and residents
properly.
g) To obtain comments form the guests.
2. Cashier
a) To receive communication from the Health

Club/Beauty Parlor for services rendered to the
guests.
b) To prepare the guest bill properly
c) To collect cash or obtain signature on the bill
from the guests.
d) To count the cash, tally with the bill, prepare
summary sheet and deposit the summary sheet
with Front Office Cashier before closing down
the health club.
3. Cleanliness
a) To maintain the work area neat and tidy
4. Records and Statement
a) To maintain all the registers and files properly
b) Filing Properly
5. Courtesy and Politeness
a) Maintain an utmost degree of courtesy and
politeness while dealing with guests.
Directly Supervisors All assistants

Limits of Authority None

Co-ordinates with Beauticians, Messeuers, Utility

Assigned area Health Club / Beauty Parlor

Job Profile: Non-Management Job Title : Beautician
Department: Beauty Parlor

Reports to Senior Beautician
Job Summary To advice and provide service to lady guests so as to
enhance their beauty.
Job Responsibilities 1. Beautician Duties
a) Do waxing, threading as desired
b) Give facial treatment as desired
c) Perform all jobs assigned in the proper
prescribed manner.
2. Cleanliness
a) Ensure the flooring area is clean and no hairs to
be littered on the floor
b) Work area to be neat and clean
c) Appliances are properly disinfected as directed
before and after use.
3. Hygiene
a) Maintain personnel hygiene i.e. wash hands
frequently
4. Control of Equipment, appliances and supplies.
a) All equipment to be maintained clean
systematically
b) Switch off electrical appliances when not in use.
c) Ensure adequate stock of powder, lotion, creams
etc. and request Sr. beautician to make the
requisition for the same if found to be short.
5. Billing Procedures.

a) Follow any other billing procedures as directed.

politeness, while dealing with guests.
Directly Supervisors All assistants


Co-ordinates with Receptionists

Assigned area Beauty Parlor

Job Profile : Non-Management Job Title : Gents Barber
Department: Barber Shop

Reports to Head Beautician
Job Summary To advice and provide hair cutting services to
enhance guest's grooming to their satisfaction.
Job Responsibilities 1. Shaving / Hair Cutting
a) Neatly put cotton wool around the neck and
cover with a sheet.
b) Apply lather and shave the beard with proper
appliances.
c) Trim and cut guests hair as desired.
d) Shampoo and dry the guest’s hair with
dryer/tower.
e) Give head massage if required.
f) Ensure that after every shave the blade is
disposed.
2) Cleanliness
a) Keep the work area neat and clean and ensure
that no hairs are littered on the floor
b) Clean and dry basin after shampooing
c) Clean mirror periodically
3. Hygiene
a) Ensure the entire appliances i.e. razor, scissors,
thinner etc. are properly disinfected as directed
after and before use.
b) Maintain personal hygiene.

c) All equipment to be maintained clean
systematically
d) Switch off electrical appliances when not in use.
e) Ensure adequate stock of powder, hair oil,
creams comb etc. and request beautician to make
the requisition for the same if found to be short.
5. Billing Procedures.
a) Inform the duty receptionist for the services
rendered to the guests.
politeness, while dealing with guests.
Directly Supervisors None


Co-ordinates with Beauticians, Receptionists / Cashier

Assigned area Barber Shop.

Job Profile : Non-Management Job Title : Shampoo Man

Job Summary To shampoo hair so as to enhance beauty and
grooming of the guests.
Job Responsibilities 1. Shampoo
a) Put clean towel around the guests shoulder
b) Dampen the guests hair
c) Apply shampoo on the guests hair.
d) Rub in the shampoo on the guests hair
e) Rub in the shampoo and wash with hot or cold
water.
f) Remove water from guests hair with a towel
g) Dry guests hair with a hair dryer
h) Apply oil or cream as desired.
2. Cleanliness
a) Ensure that after cleaning guests hair are not
littered on the floor
b) Clean and dry basin after giving shampoo
c) Keep the area neat and tidy.
d) Clean mirror periodically
e) Maintain personal hygiene.
a) Keep all equipment and appliances
systematically
b) Switch of electrical appliances when not in use.
c) Keep adequate stock of shampoo, hair, cream,

clean towels etc.
d) Render accounts of all articles provided for
performing the duties.
4. Courtesy and politeness
Co-ordinates with Beauticians, Receptionists / Cashier

Job Profile : Non-Management Job Title : MANICURIST / PEDICURIST
Department : Beauty Parlor

Job Summary To take complete care of hands, feet that include
cutting nails, massage etc. of guests to their
satisfaction
Work to perform 1. Manicure/Pedicure
a) Remove dirt form guests foot and hand nail
b) Remove nail polish of ladies
c) Cut and file guests foot and hand nails
d) Apply nail polish as desired
e) Clean and scrub guest feet with hot water or cold
water as desired
f) Keep work area neat and tidy
2. Cleanliness
a) Ensure that affect cutting; nails are not littered on
the floor.
b) Keep work area neat and tidy
3. Hygiene
a) Ensure that all appliances are properly
disinfected
b) Maintain personnel hygiene
a) Keep all equipment systematically
b) Keep adequate stock of clean towels
c) Ensure stock of cream, nail filed, nail polish
remover.

Co-ordinates with Beauticians, Receptionists on duty

Spa Services

I. Introduce all the services which we offer in the health club. Give the choice to the guest to select the service.
2. Before starting the treatment.
3. Offer them a locker to place their valuables. Make sure they lock their valuables by themselves.
4. Before community the appointment. Ensure to need the guest physically present, because sometimes the size of the guest
doesn't suite the bed.
5. A attendant who's handling the guest should be thorough with the treatment techniques.
6. As per procedure treatment should be one after other never be simultaneous. Except the guest sequent.

Job Profile : Non-Management Job Title : LADIES HAIR DRESSER
Department : Beauty Parlor

Job Summary To give advice and style/cut ladies hair to their
satisfaction.
Work to perform 1. Hair Cutting
a) Put cotton wool around the neck of guest and
cover with sheet.
b) Apply oil or hair lotion and shampoo as desired.
c) Trim and cut guest hair as desired.
d) Set rollers in guests hairs
e) Dry the guest hair with dryer.
2. Cleanliness
a) Ensure that affect cutting, hair are not littered on
the floor.
b) Clean and dry basin after shampooing
c) Clean mirror periodically
d) Keep work area neat and tidy.
3. Hygiene
a) Ensure that all appliances are properly
disinfected
b) Maintain personnel hygiene
a) Keep all equipment systematically
b) Keep adequate stock of clean towels, powder,
hair lotion, cream, combs, hair brush, and sheets.

Co-ordinates with Beauticians

Job Profile: Non-Management Job Title : LIFE GUARD / POOL ATTENDANT
Department: Health Club

Job Summary To be alert when guests were in the pool, especially
children.
If required, teach the guests who wants to learn
swimming. To provide change room services to the
members and residents.
Work to perform a) Check ladders, pool staircase for faults and
maintenance.
b) Keep a watch on children especially ensuring
their safety?
c) Train new comers in swimming
d) Maintain swimming pool water surface clean
e) Provide change rooms with towels, soaps
f) Give first aid as appropriate
g) Keep guest valuables in safe custody and return
them without fail
h) Maintain life saving tubes, in good working
condition.
i) Maintain record of all members of swimming
pool and check their membership card/No.
j) Check the guest if they are having proper swim
suit.

Directly Supervisors a) Change room
b) Controls guest valuables when they are
swimming.
Limits of Authority Can refuse non-members in the pool
Co ordinates with - Health Club Manager
Assigned area Swimming Pool

Job Profile: Non-Management Job Title : MASSEUR/MASSEUSE
Department: Health Club

Job Summary To provide massage services with skill, efficiency
and courteousness.
Work to perform 1. Message
a) Description of oil types to the guests.
b) Apply oil on the guest body as desired.
c) Given different strokes of massage.
d) Perform head massage according to guests,
wishes within proper smoothing techniques.
e) Wipe the body.
2. Upkeep and Cleanliness (Massage Rooms)
a) Maintain the guest area with perfect cleanliness.
b) Keep the guest area clean and dry.
c) Change massage sheets after every use.
3. Hygiene
a) Maintain personnel hygiene i.e., wash hands,
short nails.

4. Control Equipment, appliances and supplies.
a) Keep all equipment systematically and clean
b) Maintain the stock of clean linen and exchange
soiled ones.
c) Keep adequate stock of talcum powder, oils,
cream
d) Maintain adequate stock of clean towels, bed
sheets, soap and shampoo
e) Render accounts stock of clean towels, oil and
powder.
5. Courtesy and politeness.
Co-ordinates with Health Club Manager
Assigned area Health Club

Job Profile: Non-Management Job Title : LADIES / GENTS UTILITY

Reports to a) Health Club Manager
b) Receptionist
Job Summary To maintain the upkeep and cleanliness of the
Health Club.
Work to perform a) To assist guests in the change rooms and
provide services according to their choice.
b) To check shower, toilets, wash basin tap for hot
and cold water.
c) To switch on steam, sauna, Jacuzzi as and, when
required by the guests.
d) To maintain the chance room dry and ensure
that there is no slipperiness on the floor.
e) Soiled towels to be deposited to laundry and
fresh ones to be stocked.
f) To checked the empty locker and keep it clean.
g) To always clean the upholstery of the gym
equipment after every use.
h) Wipe and keep the equipment clean
i) Keep the gym area dust free
j) Adequate stock of soap, shampoo, comb etc.
k) Assist the masseur in changing the linen after
every use.
l) Inform the receptionist on the facilities used by
the guests.
m) Maintain an utmost degree of courtesy and

Co-ordinates with Receptionist / Masseuse / Spool attendant
Assigned area Health Club Gym and Change Rooms

WELLNESS CENTRE

Reception
CATEGORY: WELLNESS CENTRE

STANDARD SCORE MEET BELOW N/A
Fitness Facilities - Reception
Was there a designated receptionist upon
arrival?
Was the reception desk neat and clean in
appearance? Keep the work area neat and
clean
Was the guest greeted in a warm and
friendly manner?
Was employee wearing a complete
uniform and well presented?
Did the employee ascertain the guest's
room number and use his/her name
thereafter?
Did employee make an eye contact?
Employee speaks clear and
understandable English?
Was the guest offered a facility
orientation?

Appointments made conveniently?
Information on treatments, rates, timing
available conveniently by receptionist?
Appropriate music with comfortable
volume through out the facility?
Did the employee offer a locker key (if
applicable)?
Did the employee offer a sweat towel?
Were employees are neatly groomed?
Employees are smart, attentive and not in
a slouching posture?
Did the employees include in excessive or
personal chat?
Did the employee wear clean, well ironed
uniforms and have a name tag?
Ambience of reception is reflecting of the
facility?
TOTAL NUMBER OF STANDARD SCORE MEET BELOW N/A
72% 90 65 25

1. Recommended Business hours are 6.00 am to 10.00 pm. A staff should be there to handle
the desk at all time.
2. Make sure always the reception desk should be free of clutter.
3. When the guest enters the spa every staff should direct then attention. Hostess on duty
to receive and great every guest first.
4. Staff to be neat and clean in their uniform while attending the health club.
5. By a prior booking we come to know the guest names and Room Nos. If it is a Non
Resident suppose to use Sir / Madam.
6. Creating should be accompanied with a smile. If the hostess is busy on phone she must
excuse herself for a second, acknowledge the presence of the new customer and tell that

she will attend as soon as the call is over. If there is another staff member in the
reception area its their duty to care of the guest.
7. The staff to try to talk to the guest only if / she willing to do so.
8. Hostess on duty to receive and great the guest first. And offer he/she a complete
orientation about are H/C give them a choice of services to select.

Spa Sop

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