1) Extend a warm and sincere greeting. Use the guests name
    where possible – at least 4 times during the conversation.
    People love to hear their name and it costs nothing, yet is
    very powerful. Using a guests name connects them to your
    business.

2) Anticipate the guests need and respond immediately.
    Make them feel like they are the most important person
    there. You can do this even during the reservation process.
    If a guest calls to book a manicure because their hands
    are in a state, suggest a paraffin dip.

Principles: 

·	Principle 4 - There are external guests- paying customers, and internal guests – our colleagues. Our guests are our #1 priority, the reason we are here and why we do what we do. In our employee handbook, it says, “The guest is King”
·	Principle 5 - When you smile at a guest, you make an instant connection and exude a positive energy immediately, making you both feel better about yourself. When speaking to the guest, maintain eye contact – this promotes self-confidence and gives the guest the impression that “this is someone serious.”
·	Principle 6 - This short time spent with the guest allows you to connect with them, and read them too. Are they ready to receive your services? Are they excited to be here? If not, you can proactively do something about it
·	Principle 7 - In the back areas of the WESTIN, we have signs in front of each lift landing on every floor which say: We are ladies and gentlemen serving ladies and gentlemen
· ·	Principle 8 - Maintain a clean, organised and uncluttered work space, even if your office is behind the scenes  Principle 9 - Uniform should be clean and neatly pressed. Wrinkled clothes indicate sloppiness and send a message “I don’t care”. Shoes must be polished, a black belt must be black and not brown, and your name tag should be on and visible. Have pride in yourself – your uniform says everything about you
·	Principle 10 - We care for our property and equipment with pride as if it were our own. Your team should be aware that the resources available to them are extremely valuable and they should take care of and protect them
·	Principle 11 - the company objectives are explained in the employee handbook, which every new employee signs after a full day of induction. In addition to this, there is the daily engagement and several notice board on which information is displayed (vacancies, promotions, training courses available etc)
·	Principle 12 - Never speak negatively about a co worker or guest. Everyone has something to say about someone else, so as a team, we should empower one another to support this principle. Do not gossip about guests. Do not say anything off the cuff about someone’s performance. Make it clear that this is unacceptable
·	Principle 13 - Every Rand makes a difference to the bottom line
·	Principle 14 - Respond to a guest complaint immediately and handle it with precision, accuracy and timeliness. Sort out the problem NOW. Report situations immediately to the manager on duty. Once situations are resolved, update the guests profile for future reference
·	Principle 15 - Try not to pass tasks along, and if you have to, pass it to only one person, not 3 or 4, because when you do that, the guest request changes and a bucket of ice turns into a glass of ice. If you do pass on a task, ensure that you follow up to make sure it was completed with accuracy and precision
·	Principle 16 - in a spa we are privy to confidential information about guests through the consultation forms so we need to handle this information discreetly and professionally. Sometimes during a treatment, negative information regarding maybe a personal tragedy, illness or loss is shared. This information can be used to offer the guest a different level of service (offer a gift, a voucher) or perhaps recommend another treatment which will be more beneficial to them
·	Principle 17 - Anticipating guests wishes and fulfilling them and updating their profiles on the system
·	Principle 18 - Have pride in what you are doing and in your contribution to the company’s success
·	Principle 19 - it is important to impart knowledge. Encourage your team to constantly seek knowledge - service excellence is achieved by continuous education. Knowledge is power

The principles I have shared with you have also been adopted by many other organizations world -wide. In 2006, at the ISPA conference in Las Vegas I attended a talk by Brian Lee, Director of Guest Relations at the Blackberry Farm in Tennessee, USA, and they had already adopted the exact same principles in their organisation. I hope you may find them of use in your spa or salon and that they may bring a smile to the face of each and every one of your guests. 
 
Sheila Otieno-Osanya, the contributor, is the owner of The Spa People, a spa consulting company based in South Africa that assists in the set up of spas in Africa.

        
                       Contact details:
                      Tel: 083 636 3461;
        Email: sheila@thespapeople.co.za;  
               www.thespapeople.co.za