A Phased Approach to Reopening - U.S. Hot Springs Business ...



SPA BLUEPRINT FOR REOPENINGwritten by NorCAL Spa Professionals NetworkOVERVIEW of PROJECTThe Northern California Spa Professionals Network (NorCal SPA), a new organization of 30 spa and resource professionals dedicated to shared resources and public education about the benefits of healthy lifestyles, has created the following comprehensive blueprint designed to help spas recapture their business in the wake of the COVID-19 pandemic.The new guidelines, which can be customized to fit any type or size of spa, represent an unprecedented collaboration among the region’s top resort and spa destinations. The guidelines provide a unique resource for spas to create best-practice protocols to help return to business in a seamless, organized and safe way. The seeds of the network grew out of a roundtable discussion among a small group of spa directors in Sonoma County in 2019. They met to talk about mutual recovery efforts after a series of devastating wildfires and rolling blackouts ravaged Sonoma and Napa counties. As they discussed how to support each other and their communities, they didn’t imagine that an even more destructive crisis was looming: COVID-19 pandemic. As it decimated the tourism industry in Northern California, the network realized it required a response unlike any in the state’s history, and that collaboration, once considered ‘nice-to-have’, was now a necessity. The collaboration has been so successful, it’s served as a model for other spa groups in the US and Mexico.Members of NorCal SPA represent a broad and influential cross-section of the industry, including long-established organizations such as the International Spa Association (ISPA) and Green Spa Network (GSN). Co-chairs:Alison Abbott, Director of Spa, Meritage Resort and SpaTara Grodjesk, President Tara Spa Therapy, Co-Founder Green Spa Network Karen Ray, Owner, Karen Ray ConsultingMembers:Helen Brown, Area Director of Wellness, Auberge Resorts CollectionJasmine Samano, Spa Director, Calistoga Ranch, Auberge Resorts CollectionKathleen McNichols, Spa Director, Spa at CarnerosJane Fellows, Spa Director, Fairmont Sonoma Mission Inn and SpaLoma Alexander, Founder, Francis & Alexander: Farmhouse Inn & Spa, Archer Rooftop Spa, Mount View SpaMaxine Sidenfaden, Spa Director, Indian Springs CalistogaPatty Field, Senior Corporate Manager Americas, Marriott International Heather Walters, Senior Spa Director, Me SpaChris Hilburn, Spa Director, MoonAcre SpaThor Holm, General Manager, Osmosis Day Spa SanctuaryJessica Schorr, Director of Spa and Wellness, Resources for Leisure AssetsJenean LaRoche, Spa Director, SenSpaToni LeTran, Director of Operations, SenSpaSuzy Johlfs, Spa Director, Silverado Resort and SpaFlor Ramirez, Spa Manager, Solage Resort & SpaMolly Flora, Spa Manager, Spa at Auberge du SoleilAlison Zander, Spa Manager, The Spa Hotel HealdsburgJamie Holder, Spa ProfessionalMichael Conte, Director of Spa and Wellness, The Meadowood SpaMaritsa Victorian, Spa Director, The Spa at the Estate YountvilleNikki Severson, Spa Director, The Spa and Salon at Graton Resort and CasinoTiffany Delalay, Spa Director, The Spa at MacArthur PlaceLara Davidson, Spa Director, The Spa at Pebble BeachPhilippe Therene, VP Equipment Sales, Universal CompaniesPercy Brandon, General Manager, Vi La Vita Spa, Vintner's ResortJohn Kennedy, Spa Director, Vi La Vita Spa, Vintner’s ResortTABLE OF CONTENTSTopic #1 - Staff Needs and Safety - page 4 - 10Opening Timeline StrategyTraining RequiredReadiness to Return to Work Assessment Job Description TemplateMassage Therapist ChecklistMassage Therapist Sanitation ChecklistTopic #2 - Guest Needs and Safety - page 11 – 24Practical ConcernsPre-arrival ProceduresReservations to ArrivalHandling ContraindicationsWhat the Locker Room will look likeGuest Arrival and Check-inDeparture ProceduresImmune Boosting IdeasTopic #3 - Treatment Menu and New Rituals - page 25 - 30RitualsSpa Retail/In-Room OfferingsLeisure Travel OutreachTreatment MenuTopic #4 - Sanitation - page 31 – 38Back of House SanitationFront of House SanitationMaintenance & Housekeeping Communication Sanitation - TherapistsMassage Therapist Sanitation ChecklistTopic #5 - Marketing and Virtual Wellness - page 39 – 43Property Messaging and CommunicationWebsiteVirtual WellnessMarketing Messaging and Social MediaTopic 1: STAFF NEEDS AND SAFETYOPENING TIMELINE STRATEGY**Determine # of hours per week based on budget*Timelines vary on size of location and demographic2-3 Weeks Prior Spa Management (Director/Manager/Supervisors) re-hired, (3 days minimum/week) Review all new company standards & government guidelinesMeet with ownership, Executive Committee to ensure that Spa information/messaging is consistent with Leadership group(s), with all resort staff and guestsCreate scripting to be used for all communication within spa operations regarding COVID-19Meet with HR to review job descriptions, compensation (if necessary), and changes to operationsMeet with DOF to reanalyze budget for remainder of 2020Audit retail and backbar inventoriesReview quantities and order PPE uniforms/equipment/product ASAP (reusable masks best option)Meet with Sales/PR to prepare and create marketing material/website/guest communicationUpdate Spa websiteList new processes and standardsWhat guests may expect during visit to the Spa*Hours of operationsMake sure that information listed on resort website is consistent with Spa website*Suggestion: Create YouTube video for website to inform guests of new cleaning measures & what to expect upon returning – i.e. ‘How to Spa – the New Norm’ (could help minimize phone volume with FAQ’s)Review and streamline Treatment MenuRemove any services that cannot be performed in compliance with new standards and/or that generally do not sellExplore alternative Spa treatment room options (cabanas, etc.)10-14 Days PriorRemoval of Non-Essential Equipment, Furniture, etc. Extensive and detailed cleaning and sanitization of Spa, BOH and all areas that support the Spa operation (Hire 3rd party cleaning service if able for ‘first deep cleaning’)Create new ‘Guest Flow’ path – including locker assignment strategy, usage of amenities (relaxation room included - review and identify alternative Spa waiting areas as needed)Utilize Sanitation Certification programs available through resource partners (FREE)Train the Trainer - Train all Spa Managers, Supervisors, Leads, etc. that will be training staffAll new sanitation, hygiene and health standards and processesInclude a Healthcare Professional to answer questions, if able.Educate, practice, role play, model, discuss to ensure that Trainers are fully engaged in the process, understand the consequences of non-compliance, can effectively answer questions and are empathetic to staff concernsUpdate Therapists schedules, treatment room management (longer durations between treatments for rooms and therapists)3 to 5 Days PriorSchedule an all Spa colleague meeting to ensure that the team is excited and motivated to return to work, giving them to voice (with the group and/or privately), any concerns that they may have returning to workRecommend that this be done prior to training to avoid group panic/upsetSchedule mandatory classroom training for all staff; Massage Therapists, Estheticians, Nail Technicians, Cosmetologists, Spa Receptionists/Concierge, Attendants, Retail, Fitness Trainers and Instructors, etc. (i.e. bring opening team back 2-3 days/week vs. full-time)All new sanitation, hygiene and health standards and processesInclude a Healthcare Professional to answer questionsEducate, practice, role play, model, discuss to ensure that Spa staff are fully engaged in the process, understand the consequences of non-compliance, can effectively answer questions and are empathetic to guest and colleague concernsCreate a system for re-training to ensure compliance, and to phase in the remaining team back to operations.2-3 Days PriorContinued hands-on practice of new policies, procedures and processes (Mock Trials)Invite resort managers and colleagues to receive treatments so Spa staff are fluent in new operational flow and mandatesReview and document Spa staff members that demonstrate the knowledge and abilities required for compliance with new cleaning, sanitation and health standards (accountability approved by HR)Require successful completion of training and review before allowing team member(s) to return to work NOTE: Team ConsiderationsProvide a questionnaire at the end of shift for staff in reference to exposure: write down any exceptions - contact each day at the end of day other than your guests and who they were.Teams are staggered and keep physical distance. TRAINING REQUIREDSpa Leadership/ManagementTrain the Trainer TrainingProvisions for Guest and Staff PPE Throughout the Spa and BOHGuest and Colleague InteractionsSpa Reception/Concierge/RetailGreeting and FarewellSpatial Distancing in Spa Public AreasGuest In-Take InformationPayment ProcessingTreatment Scheduling and ConfirmationLocker Room Escort/Familiarization of FacilityDescription of Process Prior, During and at the Conclusion of Spa ExperienceRetail Purchase ProcessExplanation of Cleaning, Sanitation and Health Policies (Spa and Resort)Spa AttendantEnhanced Sanitation ProceduresLocker RoomsLocker Interiors, Exteriors and LocksSaunas, Steam Rooms, Whirlpools, Showers, Ice FountainsVanity Areas and Guest AmenitiesPublic AreasClean and Used Laundry Transport and StorageHospitality and Water StationsNight, Weekly, Monthly Deep CleaningGuest and Colleague InteractionsMassage TherapistsGuest Pick Up, Room Escort and FarewellTreatment Room Sanitation and Cleanliness ManagementCleaning/Sterilization of; Door Handles, Hooks, Counters, Equipment, Tools, ProductsFacilitation of Clean and Used LinensProfessional Product Preparation, Storage and DisposalBOH/Public Area ExpectationsGuest and Colleague InteractionsEstheticiansGuest Pick Up, Room Escort and FarewellTreatment Room Sanitation and Cleanliness ManagementCleaning/Sterilization; Door Handles, Hooks, Counters, Equipment, Tools, ProductsFacilitation of Clean and Used LinensProfessional Product Preparation, Storage and DisposalBOH/Public Area ExpectationsGuest and Colleague InteractionsNail Technicians/CosmetologistsGuest Pick Up, Escort and FarewellSalon Sanitation and Cleanliness ManagementCleaning/Sterilization; Door Handles, Hooks, Counters, Equipment, Tools, Products, Manicure and Pedicure StationsFacilitation of Clean and Used LinensProfessional Product Preparation, Storage and DisposalBOH/Public Area ExpectationsGuest and Colleague InteractionsFitness Trainers and InstructorsGuest Pick Up, Escort and FarewellGym and Movement Studio Sanitation and Cleanliness ManagementCleaning/Sterilization; Fitness Equipment, Door Handles, Hooks, Counters, Products, Water Stations, etc.Facilitation of Clean and Used LinensBOH/Public Area ExpectationsAdditional Equipment, Transportation, etc. Required for Off-Site Fitness Guest and Colleague InteractionsREADINESS TO RETURN ASSESSMENT Team Member Name: ________________________________________Date: _____________________________________________________Health Check: How are you and your family doing?_______________________________________________What have you been doing during shelter in place? _________________________________ What positives/new skills have come out of this experience for you? ___________________________________________________________________________ 2. How ready are you to return to work on a scale of 1 to 10? (10 being ready right away)3. How soon would you be willing to return to work? (circle appropriate response) a) As soon as needed/in the next 2 weeks b) In the next month c) At a future date - on or after _____________ d) Not comfortable or not available to return STOP ?here for anyone not comfortable returning to work within the next month. We understand and support your decision, we will reach out again on (date) ______________. HR informed on (date) _______; they will be in touch re benefits, sick pay coverage etc. GO forward with everyone else. 4. Our opening days/hours of operation for the foreseeable future are: Monday Tuesday Wednesday Thursday Friday Saturday Sunday What is your total availability for the next 2 months?Monday Tuesday Wednesday Thursday Friday Saturday Sunday 5. How many hours are you hoping to work each week? _______________________________ 6. Would you be willing to work in any other position or department to supplement your spa hours? If so, which? ________________________________________________As you might expect there will be significant changes to our protocols and job descriptions, considering the nature of what we do. These may include but are not limited to the following: a) New check in procedures pre-shift b) Wearing the following PPE during your shift? (List) ______________________ c) Additional cleaning responsibilities throughout your shift d) Changes to pay structure and benefits e) Other ongoing changes as needed Are you still interested and available to return to work as needed? YES/NO We will be bringing our team back in phases based on the following criteria (edit as needed): Availability, Seniority, Skillset, Score in last annual performance review, Full time status etc.We will communicate with you via email/phone on ______ re: who will be invited to return in the first phase and when that will be, together with any instructions on what to do on the first day back to work. We will then continue to bring back additional team members in future phases as our business levels permit. We hope to have everyone back and working as quickly as possible. JOB DESCRIPTION TEMPLATESafety/Health StandardsSpecific Job DutiesAccountabilityGeneral Teamwork ExpectationSafety/Health StandardsFor the safety of both guests and staff, service providers may adhere to some or all of the following guidelines before, during and after services to reduce exposure to germs and minimize the spread of communicable diseases. All Service Providers Always follow the local, state and national regulations and guidelines applicable to your spa, including those related to occupancy levels, social distancing and other measures intended to reduce the spread of viruses Stay home if you are sick or are exhibiting symptoms of illness such as a fever or persistent cough Consider greeting guests with a no-touch welcome ritual or greeting instead of a handshake Wash hands for 30 seconds with soap and warm water prior to treatment, and verbally notify guest that hands have been washed; if washing hands is especially impractical, use hand sanitizer Encourage guests to wash hands prior to treatment; if washing hands is impractical or guest would prefer, provide hand sanitizer As much as possible, service providers should refrain from touching their own faces during services Consider the use of personal protective equipment during services, including disposable gloves or facemasks In Case of Sickness If a guest or staff member in the spa is sick or exhibiting symptoms consistent with COVID-19, take the following steps to reduce the likelihood of transmission: Always follow the regulations and guidelines provided by local, state and national authorities If possible, close off all areas used by the sick person If possible, open outside doors and windows to increase air circulation and wait up to 24 hours before you clean or disinfect (if 24 hours is not feasible, wait as long as possible) Clean and disinfect all areas used by the sick person, following the guidelines found here Continue routine cleaning and disinfection Specific Job Description<Insert Job Description>Position Summary – Critical Tasks & Competencies – Preferred QualificationsAccountabilityJob performance reviews annuallySanitation Certification (training provided)Resource: Sanitation ChecklistGeneral Teamwork ExpectationFollow all company policies and procedures.Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others.Perform other reasonable job duties as requested by Supervisors.May include training in other areas of spa operationsMASSAGE THERAPIST CHECKLISTOpening – before treatment Wash hands for at least 20 seconds using soap and warm waterUse disinfectant cleaner or wipes on doors and handles of the treatment roomUse disinfectant cleaner or wipes on the massage table and face cradle. Let air dry (be sure to check for compatibility of your cleaner and massage table fabric)Disinfect towel warmer, faucet, cabinets, and counter surface.Disinfect any additional tools such as hot stones, hot stone warmer, oil/cream bottles. Allow time to air dryTurn on towel warmer, stone warmer etc. as neededEnsure room is appropriately set up and equipped for scheduled treatmentSet out any towels or linens needed for service to avoid entering linen cabinets during treatment. Maybe all pre-packed?Set up a massage table with face cradle cover, fitted sheet, flat sheet and blanket – all one time use items.Prepare warm towels and place them in the towel warmer. Add a moist scented (tea tree oil etc.) hand towel for guest to use after treatmentPlace fresh water on counter for guestPlace a tent sign near water to inform the guest that the room has been disinfected.Pull back and secure hair away from facePut on face mask and other appropriate PPE (eye protection, apron, etc.)Guest intakeGreet guest warmlyNo handshake, place hand over heart, hands together at chest or other form of greeting.Do not allow guest to open any doorsGuide guest to treatment roomProper intakeInform guest that they will be required to wear a face mask while supineAllow guest time to get onto tableDuring TreatmentImmediately after re-entering the room, wash hands with warm water and soap for at least 20 seconds. Put on new pair of glovesBegin treatment protocolAs guest is turned to supine, make sure their mask in properly in placeDo not use eye pillow, use a towel or tissue to cover eyes. If using a hot pack, be sure there is a proper barrier between the pack and the guest (towel, blanket, etc.)End of TreatmentRemove gloves in a proper manner as soon as treatment is over and dispose of properlyWash hands with warm water and soap for at least 20 secondsRemove eye protection Place a warmed hand towel near the guest water/jewelry dish and tell them they can use it to cleanse their hands and open the door.Step out of roomWash hands again if possible, or use hand sanitizerGreet the guest after treatment and guide them to their next destination. Be sure they are familiar with the proper procedures for opening doors, showering, using the pools etc. After TreatmentRemove table linens by folding them into each other. The bottom of the fitted sheet should now be on the outside. Place used linens into the laundry bag. If used, place the apron in the laundry bag.Disinfect massage table, bolster and face cradle using the appropriate cleanser/wipeDisinfect counter, sink, towel warmer, any tools used, cabinets, door handles, and door where guests robe was hanging. Disinfect oil/cream bottles and holster if used. Reset room with the appropriate linens and tools for next treatment.Wash hands using warm water and soap for at least 20 seconds. MASSAGE THERAPIST SANITATION CHECKLISTOpening – Before Treatment Wash hands for at least 20 seconds using soap and warm waterUse disinfectant cleaner or wipes on doors and handles of the treatment roomUse disinfectant cleaner or wipes on the massage table and face cradle. Let air dry (be sure to check for compatibility of your cleaner and massage table fabric)Disinfect towel warmer, faucet, cabinets, and counter surface.Disinfect any additional tools such as hot stones, hot stone warmer, oil/cream bottles. Allow time to air dryTurn on towel warmer, stone warmer etc. as neededEnsure room is appropriately set up and equipped for scheduled treatmentSet out any towels or linens needed for service to avoid entering linen cabinets during treatment. Maybe all pre-packed?Set up massage table with face cradle cover, fitted sheet, flat sheet and blanket – all one time use itemsPrepare warm towels and place in towel warmer. Add a moist scented (tea tree oil etc.) hand towel for guest to use after treatmentPlace fresh water on counter for guestPlace tent sign near water to inform guest that the room has been disinfected.Pull back and secure hair away from facePut on face mask and other appropriate PPE (eye protection, apron, etc.)Guest IntakeGreet guest warmlyNo handshake, place hand over heart, hands together at chest or other form of greeting.Do not allow guest to open any doorsGuide guest to treatment roomProper intakeInform guest that they will be required to wear a face mask while supineAllow guest time to get onto tableDuring Treatment-Immediately after re-entering room, wash hands with warm water and soap for at least 20 seconds. Put on new pair of glovesBegin treatment protocolAs guest is turned to supine, make sure their mask in properly in placeDo not use eye pillow, use a towel or tissue to cover eyes. If using a hot pack, be sure there is a proper barrier between the pack and the guest (towel, blanket, etc.)End of Treatment-Remove gloves in a proper manner as soon as treatment is over and dispose of properlyWash hands with warm water and soap for at least 20 secondsRemove eye protection Place warmed hand towel near guest water/jewelry dish and tell them they can use it to cleanse their hands and open the door.Step out of roomWash hands again if possible, or use hand sanitizerGreet guest after treatment and guide them to their next destination. Be sure they are familiar with the proper procedures for opening doors, showering, using the pools etc. After Treatment-Remove table linens by folding them into each other. The bottom of the fitted sheet should now be on the outside. Place used linens into laundry bag. If used, place apron in laundry bag.Disinfect massage table, bolster and face cradle using the appropriate cleanser/wipeDisinfect counter, sink, towel warmer, any tools used, cabinets, door handles, and door where guests robe was hanging. Disinfect oil/cream bottles and holster if used. Reset room with the appropriate linens and tools for next treatment.Wash hands using warm water and soap for at least 20 seconds. TOPIC #2 - GUEST NEEDS AND SAFETY PRACTICAL CONCERNSPre-treatment screeningHave a letter that the guest signs to waive liability if they contract CovidAsk the guest how they have been feeling when they arrive. Have they had a loss of taste of smell, which is the number one shared symptom. Cough, Fever, unusual headaches.Let the guest know at confirmation time that "disclaimers" will be sent ahead of time re: cancellation policies or possible delay in scheduled appointment time wait due to sanitation practices. We may cancel for your safety, if this is the case, have in place a fun come back card with a discount for the next visit or gift from the Spa Retail.Requirements and expectation of the guest sent at booking along with the requirements of our employees.Signed document by guest: example I am coming in with a clear conscience that I am healthy and have not been around anyone with COVID-19 that I am aware of.Staggering Bookings, reduced operating hours5 days a week, 8-hour shiftsGET CC ON FILE and run when they arrive unless you are doing a non-refundable deposit.Be prepared with how to handle a busy day by staggering rooms for sanitation.Rotating roomsStaggering arrivalsPrepare for your busiest day, it could happen right away Create outside waiting nooksSell sun therapy and DIY at the pool or in roomConfirmation Calls72 hours before to 48 hours prior to treatmentCommunicating New PoliciesA questionnaire will be sent the day before you arrive. Masks will need to be worn inside the Spa.Shoe Policy - remove your shoes before entering is one idea.Website PoliciesCreate a mission or purpose statement for these times.All the policies of your facility, including your cancellation policy, need to be on the web pageCancellation Policies$30 deposit that is returned with a $30 credit for next visit if we cancel. If they cancel with policy time, they lose the $30.No cancellation policy for guest and the same applies if Spa has to cancel.Health History QuestionnairesBe HIPAA compliant with questions, please check with your company's HR and labor attorney.Loss of smell or taste; cough, fever, difficulty breathing; anyone in your immediate circle with COVID-19 within the last 14 days.Have you had an antibody test for COVID-19?Have you had a COVID-19 test? If yes, whenUncomfortable ConversationsSupervisor or Management need to handle these instances.PPE Recommendations by Napa County Health Department NurseBoth parties should be wearing masks, guest footwear should not come into the spa, foot protection for staff. Option gloves or no glovesGiving the guest the option to opt in or out of having the Spa Providers use gloves or masks during their treatment. This would be presented in a “consultation” style form. Ideally presented to them via email (filled out prior to arrival) or when they arrive. The form would list the limitations and expectations for the massage/facial and as well as list the steps taken by the provider not wearing gloves or a mask. The guest would sign and date the form, opting in or out.There would be a box to check should the guest want to keep the same answer for future visits (they would always have the opportunity to change their answer). PRE-ARRIVAL PROCEDURESReservation ProcedureScheduling appointments is one of the most critical tasks for the Front Desk Coordinators. It requires knowledge, common sense and flexibility. Scheduling affects every aspect of the spa operation and it is vital that we introduce added measures addressing COVID-19, to ensure guests and team members feel safe and protected during this period. The following guidelines are recommended to ensure our Spa operation runs smoothly.Scheduling factors to consider:Ensure sufficient turnaround time between bookings, allowing for newly enhanced Therapist and Treatment Room hygiene protocolsRecommend treatments with minimal contact or services that can be performed over clothes for guest that may feel nervous about re-visiting the spaConsider limiting thermal use to one guest per booked appointment slot, with time in-between sessions for cleaningEnsure bookings are evenly booked between therapists (according to booking policies and procedures)Ensure breaks are scheduled as per California State Labor Laws. Ensure you know what your booking limits are for each service typeMeal-break to be scheduled during cafeteria opening hoursCleaning time should be included before or after a meal break to allow for sanitization and face mask break.Consider all contraindications (as per SOP)Maximize spa revenues by booking high yielding treatments and utilizing off-peak quiet timesEnsure any notes relevant to the booking are added to the reservation, for example; if a guest has mentioned they feel hesitant about returning to the spa, this should be noted so Front Desk Coordinators and Therapists can greet the guest with extra care.RESERVATION TO ARRIVALThe below protocol outlines our recommended booking procedure from reservation to arrival:Appointment Booking; Front Desk Coordinators checks guests and household symptoms within the last 14 days and schedules appointments, adding any necessary notes to the booking.Front Desk Coordinator sends email confirmation including; Booking Confirmation, COVID-19 Spa Policies and Consultation Card (*required if the guest has booked outside of 2 weeks prior to appointment).If applicable, 7 days prior to arrival, the guest sends back the Consultation Card (Google Form) to the Spa to be reviewed. If no symptoms have been noted, the reservation may stand as usual. If symptoms have been noted, the guest should be called to obtain further information (see Symptomatic Questionnaire).Between 36 and 24 hours before the appointment, a booking reminder should be given via; Telephone, Email, Text Message or Appointment Card to Room. This should include a further advisory regarding newly developed symptoms.Guest arrives at Spa for appointment and is greeted by Front Desk Coordinators. If the guest has booked within 2 weeks and has not completed a Consultation Card, the guest should be asked to complete this and applicable Intake Form.Spa BookingThe below should be added into your usual booking protocol: COVID-19 Spa Policy OverviewCOVID-19 Symptom CheckAmendment- Cancellation PolicyAmendment- Send Booking Confirmation, Spa COVID-19 policies and Advanced Consultation Form.Spa Scheduling Scripts: Recommended Scripts1.COVID-19 Spa Policy‘‘<Guests name>, I would like to explain how we have amended our operating procedures, in response to COVID-19. These amended procedures have been implemented to ensure our guests are safe and protected throughout their spa experience. Do you have time for me to explain these to you?’’‘’We have introduced new policies for bookings which means I will need to ask you some additional questions. If your booking is outside of 2 weeks prior to arrival, we ask for a digital consultation card to be completed and returned 7 days prior to your appointment. Our hygiene protocols have always been of the highest standards and we have introduced additional sanitizing procedures throughout the spa. These are outlined in the Confirmation email. We would like to provide you with as much information as possible prior to arrival, so on the day, you can fully immerse yourself into the spa experience.’’‘‘Do you have any specific questions at this stage regarding our policies?’’‘’NO? Let’s continue with your booking.”“Yes? (Please Refer to FAQ’s. If you do not have the appropriate answer, please ask Manager or ask to be given time to get the answer.)’’2.COVID-19 Symptom CheckIf the appointment is within 2 weeks of scheduling:‘’<Guests name>, At this time, may I ask if you have any medical conditions that may affect your treatment or visit. Please be assured that all information will be held confidentially.‘‘Do you or any member of your household have any of the following symptoms in the last 14 days, including Minor Fever, Cough, Breathlessness, Headaches, Sore Throat?’’If the appointment is outside of 2 weeks of scheduling:‘Do you or any member of your household has had any of the following symptoms in the last 14 days, including Minor Fever, Cough, Breathlessness or Breathing Difficulties, Headaches, Sore Throat?’’‘’Thank you for providing this information. As your appointment is scheduled for <xx weeks/months> time, we will ask you to complete a digital Consultation Card 7 days prior to arrival.’’3.Cancellation Policy‘’Should you feel unwell or develop any symptoms within 24 hours of your appointment, or if you are unsure whether to attend your appointment, please call the spa so we can advise you on how to proceed. If you do not show for your scheduled appointment, you will be charged a full fee for each scheduled service. If you are feeling ill, the cancellation charge will be waived, as the wellbeing of our guests is our priority. Please keep this in mind should you wish to cancel or amend your booking.’’Or‘’We do have a 24-hour cancellation policy. This policy is applied at the discretion of the spa.’’HANDLING CONTRAINDICATIONSAs a recommendation, any guest who has displayed the following symptoms a; Cough, Fever, Breathlessness, Sore Throat, Headaches within the last 14 days should be recommended to reschedule their appointment until they and their household members have been cleared of symptoms by 14 days, unless these symptoms are due to pre-existing medical conditions.Front Desk Coordinators are not expected or qualified to diagnose and issue advice regarding any individual’s health. Should a guest ask for advice they should be referred to contact their doctor or local health service.COVID-19 Symptoms as reported by WHO (World Health Organization) Common symptoms include:High temperature/fever – this means you feel hot to touch on your chest or back (you do not need to measure your temperature)a new, continuous dry cough – this means coughing a lot for more than an hour, or 3 or more coughing episodes in 24 hours (if you usually have a cough, it may be worse than usualTirednessOther symptoms include:shortness of breathaches and painssore throatVery few people will report diarrhea, nausea or a runny noseLoss of sense of smell and tasteScenario Examples:Booking Time Frame Guest Response Reservationist Response: Within 7 daysIf guest answers yes to any symptoms directly or within householdObtain further information:May I ask which symptoms have been experienced?’’‘’To your knowledge are these due to any pre-existing medical conditions?’’If symptoms are not common for the guest and they’ve been present within 7 days, it is recommended that the appointment be rescheduled until 7 days have passed with no symptoms.If symptoms have been displayed by a member of the household, it is recommended that the appointment be rescheduled until 14 days have passed with no symptoms.If guest answers noProceed with booking. Appointment reminder should follow within 36 hours before with additional symptom reminder. Consultation Cards may be completed at booking (within 36 hours) or completed upon arrival.Within 2 weeksIf guest answers yes to any symptoms directly or within householdObtain further information:’Can I ask which symptoms have been experienced?’’‘’To your knowledge are these due to any pre-existing medical conditions?’’Add the additional information to the reservation and ask the guest to complete the Advanced Consultation Form two days before arrival. If no symptoms have been displayed within 7 days, the appointment can continue. (dependent on hotel policy).If symptoms are displayed by a member of the household, it is recommended that the appointment be rescheduled until 14 days have passed with no symptoms.If guest answers noProceed with booking. Consultation Card can be completed 7 days prior or completed upon arrival. (dependent on hotel policy)Before 2 weeksIf guest answers yes to any symptoms directly or within household‘’To your knowledge are these due to any pre-existing medical conditions?’’‘’As your appointment will be in <xx weeks/months> time, we require you to please complete an Advanced Consultation Form 7 days prior to arrival, so we can check that you have been symptom free for 7 days.’’ (this is also required if any member of the household as experienced symptoms)If guest answers noProceed with booking. Consultation Card to be completed 7 days prior.Pre-Arrival Information Consultation Card (Digital)Please send the Consultation Card to all guests who are booking outside of 2 weeks before their appointment. The guest should be asked to return the digital consultation card 7 days prior to arrival. The spa should review each form and add necessary notes to the reservation or follow up with the guest to obtain further information if symptoms have been displayed.If the guest has booked within 2 weeks of their appointment, the Consultation Card should be completed upon arrival with the usual consultation form as symptoms would have been checked at the time of booking. It is at the spa’s discretion if they wish for all guests to complete the form before arrival at the spa.COVID-19 Spa PoliciesGuests should be advised prior to arrival, the spa’s specific measure’s relating to COVID-19. This should be included in the confirmation email.Confirming AppointmentsAll appointments should be confirmed before 24 hours and within 36 hours of the reservation. Type of GuestHotel Guest (in-advance) - Offer phone or email confirmationHotel Guest – (in-house) - Send appointment card to room, email confirmationLocal Guest/Member - Offer phone or email confirmationTelephone ConfirmationGuests should not be called to confirm if they have scheduled their appointment on that dayConfirm appointment details‘’I can confirm that we have received your advanced consultation form over email. May I please check if this information has remained the same or if there are any changes that you would like to make us aware of?’’Leaving a VoicemailIf you need to leave a voicemail to confirm an appointment, please use the following guidelines:Usual spa greeting and appointment confirmation‘’I can confirm that we have received your advanced consultation form over email. If any information has changed within the last 7 days, we ask that you please notify the spa before arrival, so we can obtain further information and advise you accordingly.’’‘’Should you have any questions please don’t hesitate to ask’’“We look forward to welcoming you to (name of the spa)”Text Message ConfirmationText message reminders should include a check for any newly developed symptoms within the last 7 days.If this text cannot fit into your appointment reminder, a second text should be generated specific to COVID-19. (Examples of text messages below)First Text ‘<Guest name> you are booked for <treatment/package> on <date> at <time>. Please arrive at least 15minutes prior. Should you need to cancel please call <number>.Second Text ‘Your Safety is our Priority. If you have felt unwell in the last 7 days, please call the Spa before arrival on <number>. Thank you <spa name>’Or ‘If you have any of the following within the last 7 days, please contact the spa before arrival; Cough, Fever, Breathlessness, Headaches, Sore Throat <number>’Appointment Card to RoomUsual Spa Appointment Reminder to be dropped at the room before 24 hours of appointment.Where possible, additional text to be added to the appointment card as outlined below. Alternatively, a second card should be left with the appointment card as a final symptom check before arrival.‘‘If you have developed any of the following symptoms; Cough, Fever, Breathlessness, Sore Throat, Headaches within the last 7 days, please contact the Spa via the speed dial button <Speed Dial Name/Number> before arriving for your appointment.’’Email ConfirmationThe below text should be included into your email reminders. We would like you to relax during your visit and immerse yourself into the Spa Experience. For this reason, we have taken extra measures to safeguard our guests prior to arrival. We kindly ask the following:For the safety of our guests and team members, if you or a member of your household has developed any of the following symptoms; Cough, Fever, Breathlessness, Sore Throat, Headaches within the last 7 days please contact the Spa prior to arrival of your appointment or facility use, so we can obtain further information.As a gentle reminder, if you or any member of your household has recovered from any of these symptoms within the last 14-days we recommend you call the spa prior to arrival.If you have any questions, please do not hesitate to contact us and we look forward to welcoming you (back) to the Spa.Group BookingsIt is recommended to reduce group bookings in line with your spa’s new policy and capacity levels during the first 3 months of re-opening. This is to be reviewed regularly and adapted/extended when necessary.Group Booking Coordinator should continue to obtain the following information upon enquiry: Information to Obtain when Booking in a GroupNumber of expected guestsRequested date of the eventTime availableEstimated price per person to be spentTherapist availability on the requested dateType of treatments requestedDo they require lunch?Contact person, telephone number and emailSymptom check applying to all individual group membersGroup Booking Coordinator to pass all details onto the Spa Manager to review the booking and decide if the booking will be accepted.Guest to be contacted and booked or offered alternatives accordingly.WHAT THE LOCKER ROOM WILL LOOK LIKEA Phased Approach to ReopeningPhase 1Recommendations from the industry’s professionals is to avoid the locker room for the first portion of reopening. Locker rooms would only be used for the restroom purposes. Guests would come in and go directly to the treatment room. (No plus ones or additional guests allowed.)All hydro areas, including sauna, steam, hot tub and ice rooms would remain closed during this time, with the exception of outdoor pools. Outdoor pools would need to adhere to the social distancing guidelines. Phase 2Only use half of your lockers and stagger appointment times to alleviate too many guests in the locker room area at one time. All lockers cleaned and sanitized and then stocked with robes in plastic bags for reassurance that they have been cleaned and are sanitary. A spa attendant or staff member, based on the size of your property, would need to be present to guide the guest to the appropriate locker. Lockers will be assigned to ensure social distancing is practiced as well as avoiding the guest touching unnecessary lockers. Spa attendants will wear gloves and face masks at all times. Gloves to be changed frequently. Sandals will be issued to the guest in a plastic bag again reassuring the guest these have been sanitized and are ready for use. Amenities will be removed from the countertops and vanity. Signage will appear that indicates these items will be available for use upon request. Laundry and sandals would need to be given directly to the spa attendant for proper removal from the locker room to the laundry area. Some properties have laundry done off property so this process will need to be considered. Laundry bins are to be non-porous containers and have a lid. Shower and sink areas, we discussed looking into censored dispensers rather than the individual packaged items or bulk containers that are for multiple uses. California has a law going into effect later this year for hotels to eliminate use of individual shampoo/conditioner bottles, etc. This law may change with all of this evolving, but something to keep in mind if it doesn’t. Each locker, shower, vanity area should be cleaned and sanitized after each guest's use. A checklist should be created to ensure accountability for hourly sanitizing of door handles, doors, vanities, showers and any other surfaces that would be touched by our guests. NotesHydro areas reopening will be dependent on how the government/county approaches the reopen process and how we determine social distancing in that area. Ensure disinfection products meet the guidelines required and to follow the manufacturer's directions on use. Keep in mind dwell time for disinfectants as well. We can no longer just spray and wipe immediately. Action ItemsLooking for options for bags for sanitized items, possibly something biodegradable. Sourcing options for censored shower dispensers as well as hand soap. GUEST ARRIVAL AND CHECK-IN PROCESSArrivalScenario 1: Guest will be instructed to arrive, no earlier than 15 minutes prior toappointment (no amenities available) Personal items limited to small bag (wallet, phone, keys) that will remain withguest. If possible, no coats, backpacks, etc.Scenario 2: Give timeframe to use the spa within parameters if locker/wet areas areavailable.Recommendation, if possible, that guests refrain from entering the Spa until successfulhealth screening is completeGuests to be greeted at the main Spa entrance by staffIf necessary, Reception Desk processing recommendations to include:Guests social distancing from desk/staffPlexiglas barrier if possible Sanitizing wipes/sanitation station for guest useCredit card processing equipment for guest use at time of billing Frequent cleaning of all surfaces, equipment, etc.Staff will confirm: Guest’s general state of healthWith guest consent, administer non-invasive temperature screening Completion of Health Intake form (legal approval). If acceptable, a brief health overview may be complete in the treatment room prior to service.Continue with the Check-In/Arrival process after confirmation that guest’s overall health isin compliance with standards.Guests to be presented with Personal Care Kits and Welcome AmenitiesMask, gloves, guest sandals, hand sanitizer, box of water and pre-wrapped goodies (personalized from questionnaire within confirmation email – include welcome card – if lockers are available leave within their designated locker.)Guests will be required to wear facial mask for duration of Spa visitImmune boosting drink/elixir Hand-cleansing ritualTreatment, time and special request confirmationBilling confirmation, (credit card on file or cash, credit or gift card at conclusion)Guests to be escorted to designated waiting area(s) Due to spatial limitations guests may be asked to wait for treatments in alternative locationsHotel guests will be advised to shower, use the restroom and dress in hotel robe and slippers prior to arrival in Spa.Day guests will be instructed to shower and change into robe and slippers.In treatment roomLocker RoomEscort to the Locker RoomAssignment of specific locker to ensure social distancingFamiliarization with protocols for disposal of trash and used linensTherapists to pick guest(s) up in designated waiting area, escort to treatment roomand commence Spa service process* Processes will vary on individual Spa facilities* All recommendations in adherence with local, state and national Social Distancing and PPE complianceStandards.DEPARTURE PROCEDURESThe guest departure is as critical as the guest arrival. We must not forget the essence of a luxury spa experience, the inclusion of a fond farewell. The following are suggested guidelines, while keeping the well-being of our staff and guests as top priority.POST TREATMENTSpa Valet or Concierge to check in on guest after completing treatment (ideal would be for therapist to take guest to relaxation room or locker room to be greeted by valet or concierge for further instructions)Ensure guest is comfortableRemind guest of facility usage available to them and timeframe (based on # of guests)CHECK-OUTAllow guest to comfortably change, then escort when ready (ideal situation if able), to the front desk/retail areaWarm & genuine greeting to check in with guest regarding their spa experiencePhysical treatmentSafety and cleanlinessNew protocols in placePresent guest with homecare basket to view (not touch) recommended productsSuggestion: Add in homecare kit (that would be used in the treatment) to the price of the treatment (value add)Allow the guest to enjoy the retail space with signage indicating not to touch product items, but instead, request staff to assist with testers, questions on product or pricingClothing – steam after guest has tried them on. Showcase one of each type so not all sizes/inventory are being handled by guests.Offer to schedule their next spa treatment (bounce back offer?)Review charges for treatment and any retail purchasesTransaction suggestionsUse 3rd party (i.e. Cleoplay) for gathering payment information during reservation processAccept cash, however, encourage credit card at reservation.Cash Tips – envelope station by the desk – drop in a box. Sanitize before handing out tip plete Fond Farewell Thank them for spending time at the spaLet them know you value their businessInvite them back – ‘hope to see you again soonIMMUNE BOOSTING IDEAS FOR THE RELAXATION ROOM IMMUNE BOOSTING DRINKS waterElderberry MocktailImmune Boost or Herbal tea from White Lion, you can also order from Universal, they offer a wide variety, Immunity, Relax, Detox, Digestion...etc. BOOSTING SNACKS and JUICESFresh fruit/vegSome Juice Recipes: 2 cups raw spinach, 2 oranges,2 stalks of celery, 1-inch piece of ginger root1 medium watermelon, 2 tbsp. mint1 large red beet, 2 carrots, 1-inch piece ginger, and 1-inch piece turmeric2 large piece of Kale, 2 heirloom tomatoes, and 3 celery stalks2 large carrots, 1 Granny Smith apple, 1 Navel orange, 1-inch piece ginger rootBeet, Carrot, and Apple Juice2 Beets peeled and quartered3 Carrots washed1 Green Apple washed and halved1 Small Knob of Ginger peeled1 LemonGreen Juice4 cups Spinach or Kale washed4 stalks Celery washed1 Green Apple washed and halved1 Green Pear washed and halved1 bunch Parsley optional1 LemonCarrot, Orange, and Ginger Juice4 Carrots washed2 Oranges peeled1 Small Knob of Ginger peeledIMMUNE BOOSTING RITUALSAromatherapy blend spritzConscious Breathing practices: tapping, aka Thymus ThumpIMMUNE BOOSTING TIPS SIGN IN RELAXATION ROOM?Get enough sleep (7 or more hours per night)?Eat more whole plant foods (Fruits, vegetables, nuts, seeds and legumes)?Eat more healthy fats (Olive Oil, Salmon and Chia Seeds)?Eat more fermented foods or take a probiotic supplement (yogurt, sauerkraut, kimchi, kefir and natto)?Limit added sugars (less than 5% of your daily calories) ?Engage in moderate exercise (walking, biking, jogging, swimming and light hiking at least 2.5 hrs/week)?Stay hydrated (eight 8-ounce glasses/day)?Manage your stress levels (meditation, yoga, exercise)Equipment“Clean the Air” essential oil, “Purify” essential oil or immune boosting essential oils (lavender, lemon, eucalyptus, peppermint or tea tree) in a diffuser Medical Grade Air Purifier ROOMScheduling - Organize day based on your ability to manage guests safely through your spa areas. Stager appointment times to allow for 6-foot distancing. Create a spa wellness journey that is similar to Live Love Spa where you have stations to visit encouraging guest to move from location to location. 1. PREPARE - Locker room 2. ENJOY- Spa teas and snacks 3. RELAX - in service 4. REST in lounge 5. REVIVE – with home care. For example - 3-hour visit max per guest.Seating - Pre-assigned seating with small tables next to each seat with welcome note stating that we have sanitized and prepared this space for you to relax and enjoy prior to and after your service. You are welcome to enjoy this reserved area for 1 hour after your service. You can also add a flower next to the cards.Attendant – Offering choice of Immune boosting teas or water & healthy snacks individually handed to guest on a tray with disposable containers. Main function is to provide service to guests waiting and to coordinate the treatment assignments. Treatment room - Option for those that have the waiting area closed, or guests are simply just going straight to treatment rooms. Allow the guest to stay in the treatment room for ? hour after service to relax and change. SIGNAGEVisible signage on tables and on the walls stating to please maintain social distancing. Reassuring signage to display our continued care and cleaning.Immune Boosting Tips framed and placed in guest area.ISPA signage available to use - templatesRELAXING RETAIL Use the space to sell the experienceOpportunity to stage retail in the relaxation lounge due to new staffing attendant. Sell what you are using for snacks and teas. Care Kits for Spa at Home programs etc.Mist guests with hydrosols for saleSpa upgrade kits - eye pillow, neck pillow, etc. for sale chairs are difficult to clean. One option: products/protexus-cordless-electrostatic-sprayers Use of GSN product - Lara to provide once information receivedUtilize pool chaises if you have ability to change out fabric phy Company has a variety of options to explore with chair covers.Pre-assigned seating area to be sanitized after each guest, covers replaced.E-READING/WEB OPTIONS FOR - see if you can set up a "headspace for work" code to give your - they offer online magazines and papers for hospitality. I reached out to them Monday and haven't received any pricing yetSome links that have free guided meditation and sound baths: marc/mindful-meditations: 741Hz>DETOX SOUNDBATH>Cleanses all the negativity outFew online publications besides the typical magazine subscriptions: is an excellent news-reading app that gathers articles from around the web and delivers them to your Android device in attractive Smart Magazines that you can tailor to your own interests. #3: TREATMENT MENU and RITUALSRITUALSWELCOMING RITUALCreate a welcome ritual in which the therapist or the coordinator cleanses the guest feet/hands prior to service. This would create a pampered experience and ensure the guests are ready for their services. This can be done in the relaxation/waiting room or in the treatment room. Equipment needed if done in the relaxation roomManicure/Pedicure bowl Essential oil - Cleanser Gloves Moisturizer HAND RITUAL for SPA ARRIVAL or in BOUTIQUEOffer a warm welcome with Oshibori style towels (we provide information on where to buy items) using tea tree and lavender blend aromatherapy oils that are known to have antibacterial and immune boosting. Tap on the pulse points with cloth. Cleansing with senses - intentional protocol to follow with steps that are self-guided. Shoe removal discussion - outline where to remove them, two ideas around covers if going directly into treatment rooms and second to bring them to a relaxing area and offer a bag to place them into.Provide slippers - use existing slippers or sandal line or change to an easier brand that you could either give away or put into a washing machine. Pali Hawaii brand or pedicure slippers that have more rubber structure.Associates - consider how associates enter the building with their shoes. Possible wash stations as seen in cheese factories or clean rooms using a shallow tray with sanitizing rinse. Bring more emphasis to intentional cleaning steps. Ways to create a gentle soothing experience through check in process. Prepare the guest with stress reducing steps for the mind, body and spirit. Presentation of items on tray (Mandarin Oriental example) slippers, amenity items and gift for elevated service. Small sizes of spa items as samples to encourage retail purchases after service. BEVERAGEThe guest would be offered a beverage (tea, elixir, etc) and a snack (granola bite), all individually wrapped, so there are no bulk items. Feet would soak while the coordinator or therapist prepared the beverage and snack. The guest would enjoy their pretreatment beverage and snack whilst receiving the welcome ritual. SCRUB BAR RITUAL In-room hand washing rituals can include their choice of a scrub from a custom scrub bar which would be tied back to retail. The guest can stop by the scrub bar on the way out. At check in of the hotel, we invite guests to stop by our Spa for a complimentary hand and body scrub. Our Scrub Bar Concierge will then offer a choice of which directly ties to our brand and signature scent, local wine country and California resources as well as our new Spa Menu. The guest will have the opportunity to purchase larger sizes as we know they will fall in love with it. Exfoliants: Poppy Seeds, Grape Seed, Pacific Sea Salt Base Oils: Sunflower, Grape Seed, Conscious Coconut 3 scentsLavender Purple AmethystSignature Pink Rose Quartz RosemarySeasonal Green Seasonal Himalayan salts also as an exfoliantTREATMENT RITUALS #1 SuggestionPre-Treatment - 15 minutes: Guests wash their hands at the sink in the treatment room while the therapist observes. Guest signs any waiver you may need them to after this, using a sterilized pen. Guests could be guided to take a foot bath - e.g. rosemary, lemon, apple cider vinegar while they enjoy a small green juice/herbal tonic. During this time the therapist can talk with them about their needs and concerns and answer any questions they may have as well as leading them to set an intention related to ongoing self-care. Therapist leaves the room whilst the guest gets onto the table as usual.Therapist washes hands in the room and mists room with an immune boosting/relaxing hydrosol, restating the guest intention Treatment - 50/60 minutes. Deliberately shorter as the therapist probably will tire quickly if needing to work with a mask on. Post Treatment - 15 minutes:Guests enjoy a light wrap in the sheet whilst they benefit from post massage rest on the massage table. They could be offered the choice of the following during their rest:A proprietary guided meditation (work with your meditation instructor or a qualified vendor partner to develop this; can be recorded and then played while the guest rests on the table. Include a link to this on a card they can take home with them so they can access it again. Sound Therapy, whether singing bowls, tuning forks, So Sound Solutions type music.Guided EFT (also prerecorded) Gentle facilitated stretching with their therapistWhen the therapist goes to wake them, greet them with a custom immune boosting tea with a local vendor partner that you can serve in the room post treatment and also sell. Ingredients like lemon, turmeric, elderberry and honey. Therapist goes back to knock on the door and, once sure the guest is dressed, opens it for the guest. Whilst still in the room, the therapist gives the guest a take away gift - individual snack/beverage, custom mini immune support product, link to a meditation or free online yoga class, mini stress relief oral spray (Sprayology, Zents) Therapist gives a suggestion card for a follow up self-care retail kit - body brush, the immune boosting tea, meditation book, aromatherapy blend roll on, stress relieving spray, CBD product, bath salts and candle. Available online ideally as well as at the spa. Option to have it mailed, possible discount if they buy the whole kit as opposed to specific items. #2 SuggestionDuring the verbal intake the guest would be handed a warm cloth/towelette (think of the first-class towels one receives during a flight) to wipe their hands clean. It would have a nice essential oil. The guest will receive it during the verbal intake as well as at the end of service. During treatment the provider will always make it known that they are washing their hands. Their hands will be washed a minimum of 3 times throughout the service. At the beginning, after the guest’s feet are touched, prior to touching the guest’s face and at the end of the treatment.SPA RETAIL/IN-ROOM OFFERINGSSPA RETAIL AREA AnalysisMeasure retail sales/treatment (YOY)Create new Return Policy – due to COVID 19Homecare retail program by providerHomecare card from provider given directly to front deskPersonal recommendations presented to guest at check-out to view (not touch)Inventory is kept hidden, except for one item to showcase with pricing Minimize touching/damages, and having to clean/sanitizeSanitizing Guest StationProvide hand sanitizing products for guest (preferably ecofriendly and able to retail)Required to sanitize before entering retail areaExplain new guest rituals on confirmation call so they will know what to expect; and know they can SHOP ?!Testers are kept within tray to allow guest to experience with supervision Designate a ‘Retail Savvy Escort’ – educated, sales background, high customer service Testers are cleaned after each experienceSignage Provide additional signage in retail area regarding touching product, usage of testers, and pricing if neededIncrease shelf talkersPrepared Retail Kits Varied price points Themes – Facial, Body, Relax, Detox etc.Blending Bar – DIY experience (supervised) Create visible blending bar experience – guest commits to experience and take-home product prior to creating (minimize touch, and return of any items)‘Value Add’ to treatments – build retail into the pricingPersonal Shopper ProgramIf available, utilize an empty meeting room space in the hotel and create a clothing shop.Guests may try on and view clothing by appointment onlyClothes that have been touched would then be steamed after IN-ROOM SPA PROGRAMS PartnershipWork with Rooms/Housekeeping to provide additional spa treatments and retail offerings that can be provided in-room on either existing iPad, or signage established in the guest room already.Bath Butler Provide essential products for a complete ‘Spa Bath’ experienceDeliver products for guest usePartner with Housekeeping for awareness and promotionWellness Delivered Extend the spa experience without ‘hands on’Create new version of ‘mini-bar’ into ‘spa mini-bar delivered’ - Guest Room ProgramDrop Ship Program - Wellness at Home Kit Immune Booster, Sleep/Deep Rest, Stress/Anxiety/Trauma In-room 101 instruction of massage techniques applicable in common home situations, without massage table. Include in price, retail product package of choice to use. Can contain everything from shower products to body lotion. CBD, Aroma therapy etc. – MT to instruct verbally supported by video or sanitized hand-outs. LEISURE TRAVEL OUTREACHPre-Arrival Guest Outreach - Experience Options and WellCare Expectations will be sent to ALL guests with confirmed reservations. (email and phone numbers will be critical to the success of “Spa Outreach” programs. (3 to 4 weeks prior to arrival) Send Revised Guest Outreach email, setting the stage for anticipatory WellCare Experience Options & Policies, including in room spa consultations with Customized Personal Shopper Program, including product demonstrations. Depending on occupancy levels there may be an opportunity to think “out of the box”, (bricks & mortar), on how to offer the ultimate personalized experience for our high end travelers A dedicated suite could be transformed & staged for this unique purpose, taking retail experience/service standards to a perceived V.I.P. level.Emphasize the importance of preplanning to ensure availability based on temporary occupancy guidelines. “Special Occasion” packages for couples, including private yoga/meditation and or sound therapy sessions for TWO, possibly outdoors in a semi-secluded area, followed by 90-minute spa services - “Immune Booster & Detox Rituals” or any wellness experience from our existing spa menu.In-room tonics or champagne paired with sumptuous strawberries dipped in white chocolate or an organic herbal tea party with healthy small bites for two can be offered post service or on demand. Similar to Bath Butler, guests could call spa concierge to make a request if not booked during Outreach efforts. Promo flip book of our Wellness Recovery Options provided in room.Spa concierge manages the process, working with in room dining transfer requests. Spa confirmation is sent to the Guest with attached Spa Intake Form. REPLY email with completed intake secures booking and prompts follow-up call from spa Guest Experience Coordinator, scheduled 5 to 7 days prior to guest arrival and recorded in Master Concierge Calendar. GUEST EXPERIENCE COORDINATORFinal step of Guest Outreach - “We look forward to your upcoming arrival to _________.” “You will receive your wellness itinerary upon check in.” (5 to 7 prior to arrival) GEC calls primary guest contact for final review of booked services and offers to assist with any additional interests, restaurant reservations etc.Scripted booking is mastered to maximize cross promotion of property amenities to insure ROI. Intake Form is reviewed and copied into our booking calendar. Massage Therapist/Este receives daily technician summaries on the day of scheduled service.Staff training is paramount for the success of the above modified programs.TREATMENT MENUConsider adding massage using tools that may be sanitized:Theragun or HypericeChakra-N a Porcelain Far-infrared PoulticeSalt Stone MassageTreatments with clothes left on working over a sheet or pillowcase:Compression & Point Work Massage (with rocking)TragerShiatsuTui NaAshiatsu barefoot massageEnergy workSound therapy sessions with good headphones and theta wave technologyYoga Nidra or guided relaxation tapes with heated belly packs and facial masks.DIY treatments:Facials with video instruction (can be done in Spa room or quest room)Theragun (now called Therabody) Ap for self-massageDry Body Brush instructions (can be added to an abhyanga you tube) for a Daily Wellness PracticeCollagen masks (sheet masks or gel pads)Couple Scrub and Instructional Couples Massage Outdoor Treatments: Ensure proper ventilation and shade for heat and cool days.Use the same treatments with clothes or bathing suit (above) with sheet pression & Point Work Massage (with rocking)TragerShiatsuTui NaPoolside offersFoot Treatments/MassageCollagen MasksHammock Massage TreatmentsChair Massage with technology toolsChair Massage with; scalp treatment, foot scrub and foot massage. Hand massage and treatment Adjustments to current treatment menu Offering a limited menu, longer turn timesWaiting on state guidelines for clarification on restrictionsConsider looking at top selling treatments and offering shorter menu4 handed massages should likely be cutCouple’s massages may want to be cut TOPIC #4 - SANITATIONBACK OF HOUSE SANITATION - assumed all cleaners are approved to use against COVID-19RESTROOM PROTOCOLPlace hands free sanitizer and/or soap by sinks. At the beginning, end and middle of every day, spray down surfaces, ventilate, wipe sinks, toilet area.End of day deep clean floor with disinfectant. It is also recommended to do this prior to opening too.Have COVID-19 approved wipes in the restroom so people can wipe down surfaces on their own, taking ownership for their own health.Trash cans with lids that are operated by foot. Use HEPA filters where applicable.Treat the space as if you have an asymptomatic person in your Spa. SIGNAGECovid-19 washing hands at eye level by sinks. At Toilet: flush with toilet seat down only. By wipes: Feel free to use these wipes to wipe any surface you may touch. LOCKER ROOM and SHOWER PROTOCOL Each locker has all their amenities and towel in it. Issue and track lockers so they can’t be reused until cleaned. If possible, issue two lockers; one for their clothes and one for Spa amenities. Place hands free sanitizer and/or soap by sinks.Spacing and/or staggering locker use 6 feet apart.In Small spas: Couples or same sex friends can share one locker room.Cleaning and wiping down after each guest showers.Closed Towel reciprocal lined with a bag, so linens is not touched by the attendant.Attendants wear gloves when entering the locker area and remove them after dropping linen for housekeeping. Assigning towels for pool useWash hands after handling. Back up linen closets would have supervised access. Disinfect shower knobs, locker room doors, lockers, sinksDisinfect bathroom sinks, faucets, toilet seats, flush handles, doors, and door handles Keep disposable nitrile gloves available for bathroom cleaningWash hands when finished with bathrooms and locker room.Count the expected number of guests for the day and set out an appropriate number of towels in all applicable general rooms. To reduce contamination, try not to leave out extra towels that will not be used. Wash hands as a final step and place out tent cards letting guests know you have thoroughly disinfected the spa before their arrival. Leave cards in all high traffic areas, such as retail space/lobby, restrooms, treatment rooms, locker room, relaxation area, etc.SPA ATTENDANT – MAINTENANCERefrain from touching your face and from shaking hands with clients.Because bathrooms and locker rooms tend to be damp, wear the appropriate PPE for cleaning these areas throughout the day: gloves, face mask, and protective eyewear.Check that all soaps and hand sanitizers are full throughout the day.Disinfect all door handles in main areas once every hour.Disinfect Spa Lounge – once every hour.Disinfect shower knobs, locker room doors, lockers, and sinks– once every hour.Disinfect bathroom sinks, faucets, stall doors, and door handles – once every hour.Using a quick-dry mop with a disposable or reusable cloth head, like a Swiffer or similar, clean all bathroom, locker room, and main area floors midday.It would be best to use a disinfecting solution if possible, but any cleaning solution is acceptable for midday quick-dry mopping. A sanitizing or disinfecting solution MUST be used during closing shift wet mopping. Disinfect toilet seats and flush handles twice per day, in addition to opening and closing protocol.The frequency of sanitation for bathrooms may be increased according to client volume.Wash hands when finished with any bathroom and locker room disinfectionCompletely clean and disinfect each shower stall at least once within opening hours.The frequency of sanitation for locker rooms may be increased according to client volume.SPA ATTENDANT or CLEANER – CLOSINGBefore beginning closing duties, don the appropriate PPE for all steps in all areas: gloves, face mask, and protective eyewear.Disinfect all door handles in spa lounge, spa boutique and locker rooms.Disinfect all spa lounge surfaces, arm rests, relaxation area surfaces and arm rests, decorative items that may be touched or handled, and tea bar or self-serve amenities.Use a fabric-safe disinfectant spray (like Citrus II) on all furniture customers may have used in the lobby, relaxation area, locker room, etc.Disinfect shower knobs, locker room doors, lockers, and sinks Squeegee and mop locker room and showers using an EPA registered hospital-grade disinfectant.Sweep and mop all floors and bathrooms using an EPA registered hospital-grade disinfectant.Disinfect bathroom sinks, faucets, toilet seats, stall doors, and door handles while wearing gloves, masks, and protective eyewear.Keep disposable nitrile gloves available for bathroom cleaning.Refer to instructional video for proper removal of glovesWash hands when finished with bathrooms and locker room.Take out trash wearing gloves.All employees must wash hands before being allowed to leave.SCRIPTING AND COMMUNICATING TO GUESTS REGARDING SANITATION Spa will follow the look and verbiage of the hotel. Signage at entry: Masks must be worn in the spa at all times.Reservation script; “We now have new operation procedures for your safety and our staff. Do you have time for me to talk to you about this now?” If so, communicate the new policies; i.e. masks, health questionnaire prior to your arrival etc. etc. If they wait outside before coming in this is told at reservation and on the confirmation letter and health questionnaire sent a few days prior to arrival.Verbal Orientation again at check-in, if they have missed reading it or want/need to hear it.Website will have the new procedures that they could have read before calling for an appointment.PROCEDURES FOR HANDLING USED AND CLEAN LINENPlastic containers for storing clean linens.Store a day's worth of linen in the treatment room when possible, in plastic containers. Lid on dirty laundry bins.Therapists gently fold linens off the table after each guest and place them in bag for dirty laundry.REQUIREMENTS FOR PERSONAL CLEANLINESS UPON ARRIVAL TO WORK AND DURING A SHIFT.Set uniform and locker when staff arrive for work each day.Hand washing on arrival, scrub under fingernails with nail brush.Cover a short sleeve uniform with an apron or scrubs between guests.Hair away from face.FRONT OF HOUSE SANITATIONRECEPTIONGeneral best practice – Requirements for personal cleanliness and upon arrival to work and during shiftSFNTU has a link for massage therapists and great resources to use that you can customize for your team.Remove all items not essential for use. Assign each station to one person for the day. Sanitize upon arrival and departure. If you need to use pens, take two cups and with a sharpie write clean and dirty. Links to paperless intake forms: Jot - $29 per month 10K forms per monthEcolab - located in resourcesFRONT DESK OPENING CHECKLISTWash hands for 20 second after entering the building. Put on facemask (or enter with face mask depending on each property preference)Go to the locker to put away personal belongings and put on uniform, clock in and go to the designated work station for the day.Put on gloves. Use EPA registered, hospital grade disinfectant wipes on all cash registers before counting cash or starting up POS.Let dry before opening tills (only if you are accepting cash).Wash hands immediately after touching money.Disinfect all door handles in main areas such as lobby, retail area, relaxation area.Remember, not everyone will touch a door in the same spot, so be sure to wipe down the entire length of the door with a disinfectant that is safe on the material.Disinfect office desk space and electronics.Front desk staff to disinfect all counters, phones, office supplies such as staplers or tape dispensers, and pens (Consider a ready-to-use spray for this purpose; let items dry completely before using).Disinfect lobby surfaces, arm rests, relaxation area surfaces and arm rests, decorative items that may be touched or handled.Count the expected number of guests for the day and set out an appropriate number of towels and slippers for the hand and shoes ritual at arrival.Wash hands as a final step and place out tent cards letting guests know you have thoroughly disinfected the spa before their arrival.Leave cards in all high traffic areas, such as retail space/lobby, restrooms, treatment rooms, locker room, relaxation area, etc. Do not allow cash at this timeFRONT DESK – MAINTENANCE THROUGH THE DAYRefrain from touching your face and from shaking hands with clients.Use disinfectant wipes on all cash registers once every hour.Use hand sanitizer after every transaction at the cash register, washing hands with soap and water after every 5 uses.Do not under any circumstances leave dirty dishes in the break room area; wash all dishes and utensils immediately after use and put away in storage cabinets.Disinfect all door handles in the main lobby area and office door handles once every hour.Disinfect office desk space and electronics once every hour.Front desk staff to disinfect all counters, phones, office supplies such as staplers or tape dispensers, and pens once every hour.Disinfect lobby surfaces, arm rests, relaxation area surfaces and arm rests, decorative items that may be touched or handled– once every hour.Using a quick-dry mop with a disposable or reusable cloth head, like a Swiffer or similar, clean main area floors during mid-day shift.It would be best to use a disinfecting solution if possible, but any cleaning solution is acceptable for midday quick-dry mopping. A sanitizing or disinfecting solution MUST be used during closing shift wet mopping.Wipe down and disinfect retail area tester products once every hour.FRONT DESK– CLOSINGBefore beginning closing duties, don the appropriate PPE for all steps in all areas: gloves, face mask, and protective eyewear.Use disinfectant wipes on all cash registers before counting cash or closing down POS.Let dry before opening tills.Wash hands immediately after touching money.Disinfect all door handles in the main lobby area and office door handles. Opener to hold sanitation wipes for this purpose when coming and goingDisinfect office desk space and electronics.Front desk staff to disinfect all counters, phones, office supplies such as staplers or tape dispensers, and pens.Consider a ready-to-use spray for this purpose; let items dry completely before putting back in their place for next day.Disinfect lobby surfaces, arm rests, relaxation area surfaces and arm rests, decorative items that may be touched or handled, and tea bar or self-serve amenities.Clean and disinfect retail area shelves and tester products.Use a fabric-safe disinfectant spray (like Citrus II) on all furniture customers may have used in lobby, relaxation area, locker room, etc. Disinfect all office areas and supplies such as keyboards, mouses, phones, doors, chairs, etc.Check all closing duties to make sure everything is completed.All employees must wash hands before leaving.Clock outReturn soiled uniform to laundry room to be wash and retrieve personal belongings at locker Turn off light, set alarm and leave for the nightSIGNAGE Links to social distancing signage, hand washing, COVID-19, wear you face masks. Your county will have specific signage that you will need to post but these are the basics.ISPA templates – RETAIL One-way in and one-way out. Capacity based on size of store. Hand washing ritual with Oshibori towels upon arrival aka sanitation ritual. Wipe down all touch points as guests leave. See reception checklist for similarities. Hang clothes 24 hours or steam when returning to racks. Hand each guest gloves when shopping so they can enjoy the shopping experience or pick up and show items. Theatrically clean all day. Log every 2 hours. Signage found here: AND COMMUNICATION TO GUESTS ABOUT SANITATIONRefer to ISPA Template – visual to guests. Also, part of the reservation process.We have sanitized and prepared this area for your arrival. We ask that you maintain social distancing and please follow our guidelines to keep yourself and our team safe. Please let us know if you need any assistance, as we must individually hand you items to ensure sanitation guidelines are followed.Welcome to Spa…we have been expecting you and have ensured your safety by sanitizing a personal space for you. This area will be used just for you and it is important that you do not touch any other pre-set sanitized area.MAINTENANCE/HOUSEKEEPING COMMUNICATIONDeep Cleaning prior to openingMaintenance/EngineeringSet guidelines of what will need to be done and be sure to communicate with the team.Review all operating systems to ensure proper function. Email or phone call follow up to ensure everyone is on the same page.Internal Maintenance/Housekeeping/External Cleaning CompanySet guidelines of what will need to be done and be sure to communicate with the team.Email or phone call follow up to ensure everyone is on the same page.Have them show you what they do on a regular basis and work from there to create the perfect harmony. Create checklists - one to hold the team accountable but also for contact tracing. Spa Care ManagerDesignated to ensure you inspect what you expect.Clean stickers and sanitized signage.Theatrical cleaning, no longer behind the scenes.Possibly use the E-Mist Electrostatic Infection Control System for added layer of protection.Possibly use of black lights in areas to ensure no surfaces where missed. Notes for once we are openOnce open then create checklists for daily, weekly and monthly cleaning items. Preferably source out gloves and that are recyclable and biodegradable items to lessen the impact on the environment. Accountability of both our teams as well as the other teams that will ensure the disinfection will continue to happen on a consistent basis. SANITATION - THERAPISTSSPA GROOMINGPersonal HygieneAll long hair (longer than shoulder length) must be secured in a ponytail or up away from the face.Clean shaven face to ensure effective mask fit (need to check with HR).Require all Therapists wash their hands, while in the treatment room, pre, (during if necessary) and post treatment. Masks, gloves and any additional PPE requested to be provided by SpaUNIFORMSRecommend Aprons to cover uniform, changing between treatments to avoid cross contamination. Staff arrive to work in street clothes and change into pre-washed uniforms prior to work commencement.Spa would handle laundry care for uniforms and have available upon shift arrival.Provide storage for personal items either within spa lockers or perhaps use in an empty meeting space room temporarily, (dependent upon facility space and storage options).SANITATION SIGNAGEOver CommunicateUse a Tent card (similar to how housekeeping does in the rooms) to state that the room has been cleaned (refreshed) and perhaps add time, personalize ‘Just for You’.Signage for cleaning protocols and when cleaning occurs in all areas of the spa.Resources Utilize ISPA Toolkit that includes signage templates where logo can be inserted.Code of Conduct for guests and associatesDoor hangers on treatment doorsWellness DeliveredExtend the spa experience without ‘hands on’.Create new version of ‘mini-bar’ into ‘spa mini-bar delivered’ ROOM SANITATIONSurfaces; Counters, Door Knobs and Handles, Cabinets, etc.As instructed by management before and after every treatment Tools and EquipmentClean and dirty will be stored separatelyTreatment Tables and Linen All will have fresh, laundered sheets/linens upon treatment commencement All dirty sheets/linens to be removed immediately at the conclusion of treatment, placed in designated dirty laundry bags and transported to laundry holding/facility.Until further notice, any blanket and/or table covering, that is not routinely washed after every treatment is to be removed and use discontinued until further notice LINENClearly MarkMark clean and dirty for laundry used during treatment. Suggest using color coded marked bags.Provide packaged clean per treatmentWork with outsourced linen providers, where applicable, to simplify processesGUEST PRE-ARRIVALMarketing Offer classes to guests that may be outside or in a meeting room (Morning Meditation, Skincare education, personal wellness etc.) Opportunity to offer one-on-one sessions integrated into spa day (i.e. schedule tai-chi, steam, massage, R&R outside on hammock, pool). If scheduled guest impact on spa more easily controllable.This could be a method of offering wellness to everyone – track interestOffer wellness experiences to Locals to generate goodwill of wellness, creating resource so when spa does re-open, they have a connection. Communicate with Guest so they are aware of new protocols (rituals) Create a pre-arrival consultation – call center - more personalized. In addition to outlined new practices in confirmation email. Have guests arrive, no earlier than 5 minutes prior to scheduled appt. Time. Guests may be asked to wait outside and/or alternative areas to ensure social distancing.Maybe create an outside socially distanced ‘spa’ (fountain, comfy chair, shade, plants etc.) waiting area. MASSAGE THERAPIST SANITATION CHECKLISTOPENING – BEFORE TREATMENTWash hands for at least 20 seconds using soap and warm water.Use disinfectant cleaner or wipes on doors, door handles, light switches and music volume control of the treatment room.Use disinfectant cleaner or wipes on the massage table and face cradle. Let air dry.Disinfect hot cabi, faucet, sink and trolley.Disinfect any additional tools such as oil/cream bottles, jewelry dish, essential oil diffuser, massage table crank arm. Allow time to air dry. Ensure the room is appropriately set up and equipped for scheduled treatment.Set up room and table with the allocated supplies and linen. All linen will be one-time use items. See outline of pre packed room supplies below. Set up a massage table with a fitted sheet, flat sheets, blanket and face cradle cover. Table warmer will remain on the table.Prepare warm towels and place in hot cabi. Add a moist scented (tea tree oil etc.) wash cloth for guests to use after treatment.Get a cup of fresh spa water for your guest. Place a tent sign near water to inform guests that the room has been disinfected.Pull back and secure hair away from face! Put on face mask and other appropriate PPE (eye protection, gloves, apron, etc.)GUEST CONTACTSee ‘New Paradigm Essential Massage Standards’No handshakeDo not allow guests to open any doors.Guide guest to treatment room. Inform guest that they will be required to wear a face maskDURING TREATMENTImmediately after re-entering the room, wash hands with warm water and soap for at least 20 seconds.Put on a new pair of gloves. Begin treatment protocol.As guests are turned to supine, make sure their mask is properly in place. Use a towel or tissue to cover the eyes. If using a hot pack, be sure there is a proper barrier between the pack and the guest (towel, blanket, etc.)END OF TREATMENTRemove gloves in a proper manner as soon as treatment is over and dispose of properly.Wash hands with warm water and soap for at least 20 seconds.Place warmed scented washcloths near guest water/jewelry dish and tell them they can use it to cleanse their hands and open the door. Step out of the room. Greet the guest after treatment and guide them to their next destination. Be sure they are familiar with the proper procedures for opening doors, showering, using the pools etc.AFTER TREATMENTRemove table linens by folding them into each other. The bottom of the fitted sheet should now be on the outside.Place used linens into the laundry bag. If used, place the apron in the laundry bag.Disinfect massage table, bolster and face cradle using the appropriate cleanser/wipeDisinfect counter, sink, towel warmer, any tools used, cabinets, door handles, and door where guests robe was hanging.Disinfect oil/cream bottles and holster if used.Turn off the diffuser and disinfect. Reset room with the appropriate linens and tools for next treatment.Wash hands using warm water and soap for at least 20 seconds.PREPACKED TREATMENT LINEN BlanketFitted flannel sheetTwo flat microfiber sheets One face cradle cover One bath matThree hand towels – two for feet, one for neck burritoTwo washcloths – one for your hands, one for guestApron TOPIC #5: MARKETING INCLUDING VIRTUAL WELLNESSPROPERTY MESSAGING AND COMMUNICATIONIDEAS ON CREATING A PROPERTY NEWSLETTER Staff Newsletter sent once a month, to keep associates in the loop on what is going on property wide, as well as the Spa. This can include guest comments and a place for Q&A. Internal TV channel located in break room that keeps scrolling and includes: comments, anniversary and birthdays, new policies. $150 for the program.SMI App Social Post, also has a chat room, each week the GM sends out what happens in a week. To be used at work only.Guest Newsletter ~ Osmosis sends a Guest Newsletter out monthly. If someone has not opened the email. A modified email is re-sent to those people only. There is a high percentage of people that open it the second time it is sent. This includes topics like Health Tips, what is new for the month, special promotions and seasonal offerings. Constant Contact and Mail Champ with other software platforms work for this.Osmosis app for guests: Pre-arrival, appt flow, enables music programming, waivers signed and questionnaires completed.Healthy individuals taking care of healthy people.SPA SIGNAGE Be consistent with your web site in look and feel to your signage.Signage on floor for distancing - In all places people would gather. I.e. Front Desk, Retail Area, relaxations areas, locker rooms, towel areas etc.Elevators - one person at one time. Front Desk Signage We apologize but no walk-ins are allowed during the pandemic, please call xxx-xxx-xxx to book an appointment.We would be happy to book an appointment for you by calling us at ---------------,Please make sure your health questionnaire and waiver have been signed prior to entry. Signage At Spa EntryPlease sanitize your hands before entering or have someone doing a hand sanitation and temp check at the entry.Find a place to talk to people in private if they are not complying. Look for queries that signal people that are demonstrating that they could be difficult.If a waiver is not signed 24 hours, let them know, if the waiver is not received no entry is allowed. Signage Throughout the SpaRetail Room: what is expected depending on size of retail and staffing - clean hands, no testers, limit the number of people at one time. . Gloves available, if wanted or needed. Restroom: reinforcing the length of time to wash your hands. Must put social distancing.Locker room signage: your locker has been sanitized for you. Signage with their name on the lockerPool and jacuzzi: Educate guest on how often the water chemicals have been checked and when. (UK checks 5 times a day and has been their standard for a long time. <> Educate on how Towels are issued and how to dispose of them properly. <> Limit of people allowed at one time.Private Hydro Tub rooms: Sanitation methods used between guests. Bikes and Equipment: for wipes to be used before and after.Fitness Room: sanitize before and after your equipment with our …. (wipes spray etc.). Privatized sauna or steam areas: charge for area due to cost of disinfecting process, if laws permit. BACK OF HOUSE SIGNAGEEmployee entry: What is expected from themPrep Room, masks, social distancing, hygiene, how to disinfect bottles, equipment etc. Deliveries: What is expected depending on your property size etc. Signage for Linens: how to handle linens and disposal.INTERNAL COMMUNICATION CHECKLISTDepartmental CommunicationEngineeringHKKLaundry TeamGM HR DOOSecurityF&B TeamContact Tracing ~ at end of shift write down who your staff has been in contact with during the day with a little tracking sheet. Have employees write down who they were in contact with before shift, during the shift, If they were within 6 ft radius for 20 min or more, other than their scheduled guest. WEBSITEWe’re Open! or Opening Soon!Visible Link to open in to Messaging etc.If possible, include video message (friendly face, someone they trust – reassuring) Peace of Mind Commitment to Guests (think of creative title to speak to COVID other than using word COVID)Add a FAQ documentTry to keep messaging light. Not to take the seriousness out of it but to reassure our commitment to everyone’s well-being.Guest-facing Welcome Back Message (customized to brand standards) What to Expect on Next Spa Visit or Arrival Check-In?? (standout changes)Check-In – outdoor entrance, or directions on where this will take place.When guests may arrive to SpaWhat guests may bring with them (especially if there is no locker room available)Guest UsageTreatment RoomGuest Expectations Before Entering the SpaNo symptoms messageWear mask or Spa will provide – leave shoes outside. Bring your own sandals or wear our sanitized ones. (complete the spa look)Temperature screening guidelinesMasks, gloves, handwashingHealth Waivers – specifics on when to complete based on timing of treatment i.e. 48 hrs.- provide link if applicableSpa Packet (resort guests to bring to appt. delivered to their room prior)Directions upon entering spaWhat to bringAvailable amenitiesWhat to expect with cleaning protocolHealth waiver or intake formInclude a ‘delighter’ – chocolate, bath bomb etc.Available Guest Areas and EnhancementsLocker RoomsPools, amenitiesIf there is something special that guests will receive, if regular amenities are not availableComplimentary foot ritual, aromatherapy upgrade, etc. (Gratitude Offerings) GUEST CHECK OUTAt the End of Your Visit Payment Recommendations If possible, credit card or gift cardInclude gratuity information or modificationsSpecial bounce-back, promotional offerCancellation PoliciesRestate current cancellation policyConsiderations made on the day of treatment if not feeling well or symptomaticROOM SANITATION – DURING YOUR STAYFollowing CDC GuidelinesThings will look different… Staff wearing PPE - However still providing the same hands/quality care you (the guest) have been accustomed to.Hand SanitizerGive ingredients relevant to COVIDEPA approved disinfectants.SignageONLINE RESERVATIONSAvailable if offered – include specific messaging on this page as well prior to making reservation – follow with suggested pre-arrival confirmation calls as written in reopening timeline guidelines. Limited menuHighlight outdoor options Limit of offerings based on ease of scheduling Include blurb that treatment times may be different to allow for deeper cleaning in between appointments ADDITIONAL DETAILS… Salon or Nail informationGuest amenity availability (pool, sauna, steam room, etc.), and when they are expected to open Retails SalesLinks to online Retail Create the affiliate connections with Resource PartnersProvide link to retail websites upon check-outRescheduling prior treatments – personal calls to invite the guest back vs. using an auto emailHours of operation – denote any changes with note that subject to changeEnsure that messaging is consistent throughoutQuestions available – link to FAQ VIRTUAL WELLNESSWellness Offerings Online:Mental preparedness classes for getting back into the world virtualGrooming 101 classes or sessions for beauty tips and tricksSkincare consultationsWith Product recommendation Virtual Spa PartiesMail supplies to guests’ homes and the host a guided face mask, hair mask, pure inventions beverage creation, etc. can host this on Zoom or Teams platform or House Party if group is not larger than 8. Massage Providers Offeringso Couples classes for massage on each othero Self massage techniqueso Infant massage tutorialso Breath-work sessionso VR with massage sessions once in person massages are availableo Acupressure (foot, facial, myofascial release, yoga massage, etc.)GuidedMeditationCBD meditationBreath-work YogaImageryForest bathingStretchingWellness Class recordings posted on Spa website via YouTube etc. for free to entice bookingsOne-on-one Virtual Shopping Sessions with Members for retailOne on One virtual at home care sessions with Massage therapists and clients and offer pre booking specials at time of call to secure future appointments.Clean eating programs, juicing food recipes and moreRecommendation of spa related appsCalmMeditationEquipment demonstration and salesRollersRad balls/ massage tools Infrared saunasSomadome - meditation (Universal)Retail kitsSkincare – cleanser, masque, toner, moisturizerMassage – oil with massage toolRelaxation – bath oil or salts, essential oil, relaxation cards, candleYoga/stretching – block, strap, cards with different poses/ stretchesMARKETING MESSAGING AND SOCIAL MEDIA Evaluate Climate to received messaging as current vibe is to not send any social media postsInformation about what to expect when you arrive with our new procedure highlighted in bullet points with more info as a drop down for higher level of detail- stages of openingHow to book servicesWhat is open currentlyWhat to expect when you arriveNew sanitation message we are taking our safety seriouslyEmphasis new beginning or Tranquil transition style of verbiagePhoto or video of hand washing ritual or other immune boosting tipsWelcome back video from Spa DirectorMassage about wellness and immune boosting tipsRetail therapy – how to enjoy our home care, testing are currently not available but personalized service is.What re-opening specials are available Checklist of messaging on FB, Instagram, Influencers and other social Media Holiday do-over promotionsBirthday do-oversBachelorette do-oversGraduates do-oversComplimentary gift give always for promotionsTreatment mini-services posts how to’s facials etc.Contests best selfie moments at spaPartner with local businesses for added post exposureCheck on social marketing company for re-activationAnnounce on social platforms that you are open for businessInfluencers only invite micro influencers for regional efforts since that is your target market currently. ................
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