ETSGE Mod 2 Identifying Concerns

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Questions and Answers

What are the two key concepts for identifying concerns in the spa guest experience?

The check-in process and the spa services

The spa products and the guest intake form

The reservation call and check-out process (correct)

The spa menu and the location of the spa

The Front ______ Service Training Worksheet helps front desk teams analyze spa services and develop their own scripts.

Desk

What are some common challenges for the reservation call?

Inadequate spa facilities and equipment

Inconsistent scripting and lack of training for the front desk team (correct)

Lack of spa products and services

Poor location and accessibility of the spa

The two key concepts for identifying concerns in the spa guest experience are the reservation call and ______ process.

Check-in Signup and view all the answers

What is the solution for addressing challenges in the reservation call?

Use luxury language and offer prescriptive experiences based on the guest's concerns Signup and view all the answers

Common challenges for the reservation call include inconsistent ______ and lack of training for the front desk team.

Scripting Signup and view all the answers

What is the purpose of the Front Desk Service Training Worksheet?

To analyze spa services and develop front desk team scripts Signup and view all the answers

The solution to challenges in the reservation call is to use luxury language and offer prescriptive experiences based on the guest's ______.

Concerns Signup and view all the answers

Common challenges for the check-in process include check-in ______ for the front desk team.

Scripts Signup and view all the answers

What is the Front Desk Script Guide?

A resource for scripts for the guest experience from reservation call to checkout Signup and view all the answers

The solution to challenges in the check-in process is to use luxury language and offer welcome gifts, upgrades, retail specials, and ______ rewards.

Referral Signup and view all the answers

What are some common challenges for the check-in process?

Inconsistent scripting for the front desk team Signup and view all the answers

The guest intake form helps gather information on the guest's skin and ______, home care products, and specialized services.

Health Signup and view all the answers

What is the solution for addressing challenges in the check-in process?

Use luxury language and offer welcome gifts, upgrades, retail specials, and referral rewards Signup and view all the answers

What is the purpose of the guest intake form?

To gather information on the guest's skin and health, home care products, and specialized services Signup and view all the answers

The Front Desk Script Guide is a resource for scripts for the guest experience from ______ call to checkout.

Reservation Signup and view all the answers

What is the toolbox?

A collection of resources for front desk teams Signup and view all the answers

The ______ call and check-in process are the two key concepts for identifying concerns in the spa guest experience.

Reservation Signup and view all the answers

What is the purpose of using luxury language in the spa guest experience?

To enhance the guest experience and offer prescriptive experiences based on the guest's concerns Signup and view all the answers

The guest intake form can be downloaded from the ______.

Toolbox Signup and view all the answers

Study Notes

The module focuses on identifying concerns for the spa guest experience.
The reservation call and check-in process are the two key concepts for identifying concerns.
Common challenges for the reservation call include inconsistent scripting and lack of training for the front desk team.
The solution is to use luxury language and offer prescriptive experiences based on the guest's concerns.
The Front Desk Service Training Worksheet helps front desk teams analyze spa services and develop their own scripts.
The Front Desk Script Guide is a resource for scripts for the guest experience from reservation call to checkout.
Common challenges for the check-in process include check-in scripts for the front desk team.
The solution is to use luxury language and offer welcome gifts, upgrades, retail specials, and referral rewards.
The guest intake form helps gather information on the guest's skin and health, home care products, and specialized services.
The guest intake form can be downloaded from the toolbox.

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Description

"Mastering the Art of Spa Guest Experience: Identify and Solve Concerns" quiz is designed to help spa professionals improve their guest experience by identifying and solving concerns during the reservation call and check-in process. Learn about common challenges such as inconsistent scripting and lack of training for the front desk team and discover solutions like luxury language and prescriptive experiences. The quiz also includes resources such as the Front Desk Service Training Worksheet and the Front Desk Script Guide. Take this quiz to enhance your skills and provide a memorable