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

POOL ATTDT.

HLC ATTDT.

GYM INSTRUCTOR

SPA /AYURVEDIC

THERAPISTS

BEAUTICIANS

BARBERS

DAY TO DAY OPERATIONS AT LE MIRAGE HEALTH SPA

Task Procedure StandardService 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.

Task Procedure Standard 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?

Task Procedure Standard 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.

Task Procedure StandardGreeting 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

Task Procedure Standardbe 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

Task Procedure Standarddeparture 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

Task Procedure Standardcustomer 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

Task Procedure Standardthe 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

Task Procedure Standardwill 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. Service Menu

Scope of services to be provided in the health 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

Task Procedure Standard 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

Task Procedure Standardrejuvenate 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.

Task Procedure Standard 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)

Task Procedure Standardwhenever immediate requirement.

Procedures to be followed by the therapists

Therapists working in the centre will be working 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

Task Procedure Standardetc.

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 parlorGENTS PARLOR/LADIES PARLOR

Facial : time - 45 min Procedure Use Head band Cleansing Pack for dead cells

Task Procedure Standard 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

Task Procedure Standard 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

Task Procedure Standard 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 sectionSteam both - 30 min

Attendant to ensure that the steam room is ready for use when the guest request 10 min. earlier.

Task Procedure Standard 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.

Task Procedure Standard 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.

Task Procedure Standard 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.

Task Procedure Standard 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 and authorities

The attitude of the staff goes a long way increasing the right ambience in the health club.

Task Procedure StandardStaff 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

Task Procedure Standardcoming 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.

Task Procedure StandardMaster 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 ManagerDepartment : Health Club

Task Procedure StandardReports to Sr. Vice President & General ManagerJob Summary To advice and provide service to guests for keeping

them fit Job Responsibilities a) Staff Training / Briefing

b) Guest Servicec) 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 updateh) Billings/Cash Handlingi) Guest Commentsj) Budgeting/Cost Control/Sales Improvement

Directly Supervisors All personals in the department

Limits of Authority 1) Sanction leave for dept. staff2) Implement duty timing for staff3) Discounts

Co-ordinates with 1) Internal

Executive manager, CE, Laundry Manager,

Task Procedure StandardPurchase 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 callsb) 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 locationf) To maintain records of members and residents

properly. g) To obtain comments form the guests. 2. Cashiera) To receive communication from the Health

Task Procedure StandardClub/Beauty Parlor for services rendered to the guests.

b) To prepare the guest bill properlyc) 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. Cleanlinessa) To maintain the work area neat and tidy4. Records and Statementa) To maintain all the registers and files properlyb) 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

Task Procedure StandardReports to Senior BeauticianJob 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 desiredb) Give facial treatment as desiredc) Perform all jobs assigned in the proper

prescribed manner. 2. Cleanlinessa) Ensure the flooring area is clean and no hairs to

be littered on the floorb) Work area to be neat and cleanc) Appliances are properly disinfected as directed

before and after use. 3. Hygiene a) Maintain personnel hygiene i.e. wash hands

frequently4. 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.

Task Procedure Standarda) Follow any other billing procedures as directed.

6. Courtesy and Politenessa) Maintain an utmost degree of courtesy and

politeness, while dealing with guests.Directly Supervisors All assistants

Limits of Authority None

Co-ordinates with Receptionists

Assigned area Beauty Parlor

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

Task Procedure StandardReports to Head BeauticianJob 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) Cleanlinessa) Keep the work area neat and clean and ensure

that no hairs are littered on the floorb) Clean and dry basin after shampooingc) Clean mirror periodically3. 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. 4. Control of Equipment, appliances and supplies.

Task Procedure Standardc) 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. 6. Courtesy and Politenessa) Maintain an utmost degree of courtesy and

politeness, while dealing with guests.Directly Supervisors None

Limits of Authority None

Co-ordinates with Beauticians, Receptionists / Cashier

Assigned area Barber Shop.

Job Profile : Non-Management Job Title : Shampoo Man Department: Beauty Parlor

Task Procedure StandardReports to Senior BeauticianJob 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 hairc) Apply shampoo on the guests hair. d) Rub in the shampoo on the guests haire) 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 dryerh) Apply oil or cream as desired. 2. Cleanlinessa) Ensure that after cleaning guests hair are not

littered on the floorb) Clean and dry basin after giving shampooc) Keep the area neat and tidy.d) Clean mirror periodicallye) Maintain personal hygiene. 3. Control of Equipment, appliances and supplies. a) Keep all equipment and appliances

systematically b) Switch of electrical appliances when not in use. c) Keep adequate stock of shampoo, hair, cream,

Task Procedure Standardclean towels etc.

d) Render accounts of all articles provided for performing the duties.

4. Courtesy and politenessa) Maintain an utmost degree of courtesy and

Directly Supervisors NoneLimits of Authority NoneCo-ordinates with Beauticians, Receptionists / CashierAssigned area Beauty Parlor

Job Profile : Non-Management Job Title : Manicurist / Pedicurist Department : Beauty Parlor

Task Procedure StandardReports to Senior BeauticianJob 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 nailb) Remove nail polish of ladiesc) Cut and file guests foot and hand nailsd) Apply nail polish as desirede) Clean and scrub guest feet with hot water or cold water as desiredf) 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

disinfectedb) Maintain personnel hygiene4. Control of Equipment, appliances and supplies.a) Keep all equipment systematicallyb) Keep adequate stock of clean towelsc) Ensure stock of cream, nail filed, nail polish

remover.

Task Procedure Standard5. Courtesy and Politeness a) Maintain an utmost degree of courtesy and

politeness while dealing with guests.Directly Supervisors NoneLimits of Authority NoneCo-ordinates with Beauticians, Receptionists on dutyAssigned area Beauty Parlor

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

Task Procedure StandardReports to Senior BeauticianJob 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 hairse) 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 shampooingc) Clean mirror periodicallyd) Keep work area neat and tidy. 3. Hygiene a) Ensure that all appliances are properly

disinfectedb) Maintain personnel hygiene4. Control of Equipment, appliances and supplies.a) Keep all equipment systematicallyb) Keep adequate stock of clean towels, powder,

hair lotion, cream, combs, hair brush, and sheets. 5. Courtesy and Politeness

Task Procedure Standarda) Maintain an utmost degree of courtesy and

politeness while dealing with guests.Directly Supervisors NoneLimits of Authority NoneCo-ordinates with BeauticiansAssigned area Beauty Parlor

Job Profile: Non-Management Job Title : Life Guard / Pool Attendant Department: Health Club

Task Procedure StandardReports to Health Club ManagerJob 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 swimmingd) Maintain swimming pool water surface cleane) Provide change rooms with towels, soaps f) Give first aid as appropriateg) 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.

Task Procedure StandardDirectly Supervisors a) Change room

b) Controls guest valuables when they are swimming.

Limits of Authority Can refuse non-members in the poolCo ordinates with - Health Club ManagerAssigned area Swimming Pool

Job Profile: Non-Management Job Title : Masseur/MasseuseDepartment: Health Club

Task Procedure StandardReports to Health Club ManagerJob 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. Hygienea) Maintain personnel hygiene i.e., wash hands,

short nails.

Task Procedure Standard4. 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,

creamd) Maintain adequate stock of clean towels, bed

sheets, soap and shampooe) Render accounts stock of clean towels, oil and

powder.5. Courtesy and politeness.a) Maintain an utmost degree of courtesy and

politeness while dealing with guests. Directly Supervisors NoneLimits of Authority NoneCo-ordinates with Health Club ManagerAssigned area Health Club

Job Profile: Non-Management Job Title : Ladies / Gents UtilityDepartment: Beauty Parlor

Reports to a) Health Club Managerb) 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 cleani) Keep the gym area dust freej) 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

politeness while dealing with guests.

Directly Supervisors None Limits of Authority NoneCo-ordinates with Receptionist / Masseuse / Spool attendantAssigned area Health Club Gym and Change Rooms

WELLNESS CENTRE

ReceptionCATEGORY: WELLNESS CENTRE

STANDARD SCORE MEET BELOW N/AFitness Facilities - Reception Was there a designated receptionist upon arrival?Was the reception desk neat and clean in appearance? Keep the work area neat and cleanWas 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/A72% 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.