Podcast
Questions and Answers
What should the Wax Associate do if they pick up the ticket first?
What should the Wax Associate do if they pick up the ticket first?
It will look as though the Wax Associate read the guest's name off the ticket.
What does the Wax Associate confirm with the guest before beginning the service?
What does the Wax Associate confirm with the guest before beginning the service?
The service(s) to be performed as listed on the Travel Ticket.
What must the Wax Associate do if services are not performed on the Travel Ticket?
What must the Wax Associate do if services are not performed on the Travel Ticket?
What is the role of the GS Associate (Check-Out) regarding the Travel Tickets?
What is the role of the GS Associate (Check-Out) regarding the Travel Tickets?
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Travel tickets for the day are discarded after closing.
Travel tickets for the day are discarded after closing.
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What is the One Guest in the Room Policy?
What is the One Guest in the Room Policy?
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Guests can be left alone in the Wax Suite after their service.
Guests can be left alone in the Wax Suite after their service.
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What are the responsibilities of a GS Associate?
What are the responsibilities of a GS Associate?
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What is the policy regarding services for transgendered guests?
What is the policy regarding services for transgendered guests?
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Men are allowed to receive bikini services.
Men are allowed to receive bikini services.
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Guests can be more sensitive when waxing before and/or after their __________.
Guests can be more sensitive when waxing before and/or after their __________.
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What is the policy for waxing during a menstrual cycle?
What is the policy for waxing during a menstrual cycle?
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Which of the following is not part of the Corporate Policies?
Which of the following is not part of the Corporate Policies?
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What should be done with wax applicators after use?
What should be done with wax applicators after use?
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Guests can take photos in the Wax Suite.
Guests can take photos in the Wax Suite.
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Match the following policies with their descriptions:
Match the following policies with their descriptions:
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What is the rule about half services at EWC?
What is the rule about half services at EWC?
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What happens if a guest cancels their Wax Pass within 30 days?
What happens if a guest cancels their Wax Pass within 30 days?
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Study Notes
GS Associate Responsibilities
- Uphold the Ultimate Wax Experience as the primary impression for guests.
- Duties include opening and closing the location, managing guest flow, and checking guests in and out.
- Responsible for educating guests on available programs, offers, and the Strut 365™ Product Portfolio.
- Ensure register accuracy.
Responsibilities for ALL Associates
- Arrive on time in appropriate dress code and wear a nametag.
- Follow all corporate policies and create memorable guest experiences using EWC terminology.
Corporate Policies
- Policies and procedures are developed from years of experience to enhance understanding rather than mandate compliance.
Men's Service Policy
- Bikini and butt services are not offered to men.
- Men must wear appropriate underwear for full leg services.
Transgendered Guests
- Services may vary based on local laws and identification of the guest.
- If unsure of gender, wax associates should clarify before proceeding with services.
Waxing During Menstrual Cycle
- Waxing is permissible if a guest uses a tampon during their cycle.
- Increased sensitivity is expected, and discomfort may lead to service rescheduling.
Young Guest Policy
- Bikini services for minors require careful consideration of age, parental consent, and legal implications.
Half Price or Half Service Policy
- EWC does not offer half services; partial areas are considered as whole services.
Performance Policy Touch-up
- Touch-ups allowed within 5 calendar days post-service, extended to 6 days if falling on a holiday.
Associate Waxing Policy
- Associates must schedule waxing appointments outside of work hours.
- Benefits include discounts on waxing services and products.
Wax Application Policy
- Wax applied only once for facial areas and up to three times on the body; stubborn hair should be tweezed.
- Wax temperature must be monitored, and application over jewelry is prohibited.
Wax Applicator and Stir Stick Disposal
- Single-use wax applicators and stir sticks must be discarded after each application to maintain hygiene.
Waxing Tools Sanitization
- Two tools per type must be maintained for proper sanitation protocols.
Wax Bed Sanitation
- Wax beds must be disinfected after each use, with fresh bed paper applied.
Wax Pass Cancellation / Transfer
- Cancellation fees apply if a Wax Pass is canceled after 30 days; refunds differ based on timing.
Products Return Policy
- Returns within 30 days depend on the condition, with specific guidelines for opened and unopened items.
Wax Pass Policy
- Wax Passes are non-transferable and must be used by the purchaser only.
Guests on Medication Policy
- Guests must stop certain medications a week prior and after waxing to avoid complications.
Late Policy
- Guests more than 9 minutes late may be marked as no-shows; guests are encouraged to communicate delays.
No Show Policy
- Guests with over three no-shows in six months will be limited to walk-in services.
No Photos/Videos in the Wax Suite
- Photography and videography are strictly prohibited in the Wax Suite to protect privacy.
Tobacco Policy
- EWC enforces a no-smoking policy inside the center and prohibits associates from smoking while on duty.
Last Wax Associate Policy
- The last Wax Associate must ensure safety by locking up and leaving with the GS Associate.
Associate Tardiness Policy
- Being one minute late is considered tardy; punctuality is tracked and may lead to disciplinary action.
Personal Contact Information Policy
- Associates are forbidden from sharing personal contact information with guests.
Proper Work Ethics Policy
- Negative references about other companies or associates regarding service quality are not permitted.
License Policy
- Wax Associates must carry and display their current licenses at all times.
Name Tag Policy
- Nametags must be worn visibly by associates during work hours.
Memos Policy
- Associates must read and implement any changes from distributed memos immediately.
Computer Usage Policy
- Wax Associates are required to use back office computers for operational tasks instead of the front desk.
Intranet Forms Policy
- Proper completion of Intranet forms is mandatory for daily operations.
Standard Responses and Scripts Policy
- Memorization and deployment of assigned standard responses and scripts are compulsory for all associates.
Terminology Policy
- Use specific terms: "Guests" instead of "clients," "Associates" instead of "employees," and "Reservations" instead of "appointments."
Last Guest Policy
- All guests should be treated equally; late arrivals can be serviced based on booking policy.
Money Policy
- Cash in the register must be counted consistently and tips managed properly to ensure cash flow.
Comment Card Policy
- Guests can redeem a $5 discount on their second visit with the original receipt and completed Comment Card.
Pager Policy
- Proper exchange and management of pagers for cash tips are the responsibility of both GS and Wax Associates.
Paging Procedures and Policy
- GS Associates page Wax Associates for guest readiness and should avoid multiple pages for the same guest.
Travel Ticket Procedures
- Travel Tickets must be highlighted and placed correctly after check-in, with proper handling during service.
One Guest in the Room Policy
- Only one guest is allowed in the Wax Suite at a time, accommodating minors or parents if necessary.
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Description
Test your knowledge on the responsibilities and corporate policies for associates at Ultimate Wax Experience. This quiz covers guest interactions, service guidelines, and specific policies related to different guests. Ensure you understand all aspects to enhance customer satisfaction.
