Reception Team: Cornerstone of the Spa Business

Spa Business Team

They receive the tiniest paycheck.

They are often forgotten. They are left on the fence when training is offered to the spa service providers. They are sought out only when something has gone really wrong with service provision in your spa business. 

They are the Spa Reception Team.   

They are the most invisible yet most indispensable of all teams for the success of any spa business. The very fact that you seek them out in the event of customer dissatisfaction indicates how much they are needed. Here are 3 reasons why the reception team is a cornerstone of the spa business.

1.The reception is your business’s initial touchpoint

The reception team is the main, and perhaps the only gateway into your business. They are always there to bridge your spa with the clients.  A first time customer will form an opinion about your business depending on what your receptionist sells them. And there’s never a second chance to make a good first impression. There’s always the receptionist, whether on the phone or in person. Their communication is the conduit through which your services are communicated.

They play a major role in winning sustainable business by creating that vital first impression.

2. Agents solidify customer retention

The longevity of your business depends on how well you win new customers. It also depends on how effectively you retain them.  Your reception team is constantly in touch with your customers and will determine the feedback your spa gets. Your customers are highly likely to tell others about their experience at your spa. Good feedback will win you amazing customer loyalty.  Loyal customers will spread positive information about your business and earn you more customers.

This is a great way to market your business and win clients particularly in today’s spa marketplace that’s brimming with competent players.

3. Power to make or break your business

Being your business ambassadors, your front-end staff have more power than anyone. They set appointments and direct client traffic. They are your front line. They make or break your business. 

So, in a nutshell, any spa with outstanding customer service owes it to the reception team. Hats off. 

To learn more book your Discovery Session today.

Staff Interactions With Your Spa Guests

spa guests

Having standards for the way your staff communicate with guests is crucial to maintaining the desired professional atmosphere for your spa. Staff interactions with your spa and salon guests are of utmost importance.

There are many communications skills and standards that should be expected in all workplaces, and then there are other more subjective standards that will depend on the atmosphere you want for your spa. 

In any spa, speaking clearly and making eye contact with guests should be a minimum standard of interaction. What is considered acceptable regarding other elements of verbal and physical interaction between staff and guests depends on the policies of the individual spa.

Staff should never be heard by a guest speaking negatively about management, guests, other staff, or the spa facility. The guest must experience only a positive attitude.

Policies should be developed for what constitutes acceptable behaviour for different categories of staff, and at different stages of the spa visit.

All Staff Members

Personal communication between staff and guests should also have standards. Do you have a list of topics that are to be avoided, such as religion or politics? The spa owner needs to decide the level of personal sharing that takes place. For example, is it alright to discuss the guest’s family or personal life only when the guest initiates the conversation? Or perhaps you let your staff use their own discretion based on the history between them and a particular guest?  Is hugging OK? How about a ‘high-five’? 

The Reception Team

Consistent in-person and phone communications standards must be established. Do you have a checklist for your reception staff? When a member of the reception team gets all the required information, it can help make the guest’s visit run more smoothly. How does your team respond if the guest does not want to share their email or credit card information? Who guides your spa or salon guest from reception to where they will receive the service? Is that the role of reception, or does the other staff member providing treatment meet them there? Making sure all staff know their role will make the spa guest’s visit run more smoothly and the experience be more enjoyable.

What does the conversation look like in the chair? Is there a set of mandatory topics such as the condition of hair and scalp, trends, and home care? Do you have guidelines for how communication takes place, for example: face to face, not in the mirror?

Estheticians, Massage therapists, and Medical therapists

Staff must know the details and standards of all services they provide in the spa, and be able to make recommendations. Does your spa have a policy in place for the pre-treatment conversation? Is your staff able to explain, in detail, the service the guest is about to receive? Do they give the guest an opportunity to ask questions? Are staff required to ‘check in’ with the spa guest during a service to ensure the guest is comfortable and that everything is satisfactory?

Assistants, Cleaners, and Other Staff

Defining the role of support staff will help them to do their job effectively, and contribute in a positive way to the guest’s experience. How much, and what type of, communication is expected between support staff and guests, and between support staff and other staff? Do you expect the cleaner to address a guest by name, or do you expect them to be ‘seen but not heard’?

Guest Retention

Do your guests leave happy and relaxed? Have you improved their mood? Brightened their day? If your spa guests experience consistent, positive treatment from your staff, you can count on them coming back.

So make sure you provide excellent services in a beautiful environment, but at the end of the day, it’s the human factor—your staff—that make the difference for your spa guests.

Need help getting results in your spa? Contact Spaformation at [email protected]