The NOW Experience Guide Training Handbook PDF

Experience Guide TRAINING HANDBOOK 04.2024  Welcome EXPERIENCE GUIDE The Experien...

Experience Guide TRAINING HANDBOOK 04.2024  Welcome EXPERIENCE GUIDE The Experience Guide is responsible for the reception area and overall seamless daily operations of the facility. Including, but not limited to, greeting all guests, answering phone calls, assisting guests with questions regarding services and products, booking all appointments, promoting membership sales, checking the guest into the computer system, customizing the guest’s massage, and charging for services performed. DUTIES AND RESPONSIBILITIES: Provide top-level guest and member service. Know and be able to articulate The NOW Brand Truths and mission. Acknowledge and greet everyone entering and exits the boutique. Answer the phone promptly and use the guest’s first name throughout the conversation. Accurately book, change, and cancel appointments. Provide detailed descriptions of services, enhancements, memberships, retail products, appointment cancellation/change policies, and any boutique-specific information. Actively sell and promote services, enhancements, memberships, gift cards, and retail using a relationship-based sales model. Provide accurate, appropriate and immediate responses to all requests by guests, ensuring complete guest satisfaction. Properly open and close the boutique each day according to standards. Maintain a clean, safe, fully-stocked, and well-organized work area. Perform all other boutique and role responsibilities as assigned. IMPORTANT: The contents of this handbook exclusively cover The NOW Protocol. Before practicing any techniques beyond The NOW Protocol, it is crucial to verify and adhere to state and local regulations and additional certifications mandated by your local Board of Massage Licensure. The NOW brand and its affiliates are not responsible for any consequences resulting from non-compliance with relevant laws and regulations. This Training Handbook is confidential and proprietary to The NOW ("Franchisor") and is intended solely for use by Franchisor and its affiliates and by The NOW Franchise Owners and their employees. Do not share or distribute this Presentation or its contents outside of The NOW system (including on social media or otherwise). 2  Why SELF-CARE IS ESSENTIAL The NOW is designed as a refuge to help you disconnect from the outside world and reconnect within. We are where you go to turn down the noise so you can listen to what your body needs. We say show up for yourself so you can better support others. Relax your body. Reset your soul. Start NOW. How We design our services to be convenient, affordable, and high-quality always. The menu of customizable enhancements makes personalizing your service simple. Our interiors are recognized for their elevated aesthetic, inspired by exotic destinations around the world. Brand Truths LIVE IN THE NOW Be Present. Take time to recharge and reconnect within. KINDNESS IS MAGIC Positive energy always. Create a circle of warmth and compassion from welcoming guests to giving back to your community. CARE FOR THOSE WHO CARE FOR OTHERS Foster an environment where team members feel valued, recognized, and rewarded. AUTHENTICITY ALWAYS Open and transparent communication with our inner circle and guests. 3  Brand Vocabulary BOUTIQUES, not stores, shops, spas, or clinics. MASSAGE THERAPISTS and HEALERS, not a masseuse. Front desk EXPERIENCE GUIDES are here to help you NAVIGATE THE MENU and offer recommendations on how best to CUSTOMIZE your service. GUESTS, not customers, clients, or patients. Massage TABLES, never beds. The JOURNEY ROOM is where you go for next-level relaxation. The TRANSITION ROOM is where you connect with your Massage Therapist before entering the Journey Room. CRYSTAL GRIDS are a selection of aligned crystals used to set an intention and amplify energy. We have custom crystal grids featured at every NOW boutique. ENHANCEMENTS are add-ons to customize your service. SANCTUARY RITUAL is a 50-minute membership. PAMPERED RITUAL is a 80-minute membership. RITUAL MEMBERS are our inner circle. IN THE NOW means being present for your massage or taking a moment for yourself. NOW YOU KNOW is our blog and self-care video series. All We Have is N W 4 Services  Massages BENEFITS OF MASSGE: Release of muscle tension Improved circulation Increased oxygen Nutrients to the body’s cells and tissues, and improvement of the immune system Soothing the peripheral and central nervous system SWEDISH MASSAGE: Each NOW massage is rooted in the foundation of a Swedish massage Swedish massage therapy is mainly characterized by rubbing the muscles with long gliding strokes in the direction of blood returning to the heart ALL MASSAGES: Customizable through enhancements Light to medium pressure (Scale of 1-6) 25-, 50-, or 80-minutes of massage time Complimentary lavender aromatherapy No stretching, except during The Stretch massage Session Timing 25-min. massages start at :03 or :33 and end at :28 or :58 50- and 80-min. massages start at :05 or :35 and end at :25 or :55 Guests pay for and expect 25-, 50-, and 80-minutes of massage time 6  Massage Types The NOW The Stretch The Healer Our signature Swedish- The NOW massage The NOW massage with a inspired massage blended with techniques sequence of gentle touch at from stretching modalities 14 energy centers Benefits Benefits Benefits Enhances circulation Improves range of Promotes mental clarity Relieves stress & motion & flexibility Deepens self-awareness reduces anxiety Reduces physical Reduces emotional stress Promotes relaxation discomfort Increases well-being Contraindications Energy Centers Hypermobility or Head compromised joints Shoulder Chest CONTRAINDICATIONS Elbow Suggest or indicate that a particular technique Wrist should be modified or avoided due to potential risk or adverse effects. Hip General contraindications Knee Local contraindications Consideration for special populations Ankle LAVENDER AROMATHERAPY MASSAGE GEL Complimentary to every massage Sacred Earth Botanicals made Blended essential oils with certified organic Benefits ingredients Promotes relaxation and well-being Does not contain nut oils, Increases sensory experience of fragrance, common allergens or massage session harmful preservatives Strengthens emotional connection Gel has the glide and purity of Contraindications an oil with the grip, control and Allergies to lavender or chamomile absorption of a cream 7 Enhancements  Enhancements DEEP TISSUE Therapeutic technique to concentrate on specific areas of muscle tension Benefits Relief of muscular aches & chronic muscle tension Reduces muscular spasms Stimulates circulation Reduces arthritis symptoms Improves mobility Contraindications Circulatory conditions, certain cancers, acute injuries FRESH EYES Soothing Nourish by The NOW eye mask made with vitamins & antioxidants Benefits Deep hydration for the skin under the eyes Firms skin Relieves puffiness Soothing and cooling sensation Contraindications Allergies to ingredients (see label) GUA SHA A traditional Chinese medicine technique targeting areas with smooth Nourish by The NOW rose quartz crystal tools Benefits Reduces adhesions and stagnation Reduces muscular spasms Relives muscle aches and tension Stimulates circulation Improves mobility Contraindications Pregnancy Medical conditions affecting skin and veins Susceptible to bruising or bleeding 9  Enhancements GLIDING CUPPING A Tradition Chinese Medicine (TCM) technique that increases circulation and removes stagnation. Cupping promotes the free flow of Qi (vital energy) by creating a suction, lifting the underlying soft tissue, increasing circulation, and removing blockages and stagnation along the meridians that causes pain and tension. At The NOW, Gliding Cupping is up to a 10-minute treatment (generally 5-minutes per area) where massage gel is applied to the skin to help mobilize the cups to glide upon the skin's surface. This increases circulation to the tissues helping to speed up the healing process. Benefits Immune system support Improves circulation and lymphatic system Clears toxins Reduces tension and decreases pain Oxygenate and nourishes tissues Increases mobility and range of motion Produces anti-inflammatory effects Decreases cortisol which promotes relaxation Contraindications Pregnancy Medical conditions affecting skin and veins Thin or fragile skin Open wounds, sores, recent scars, rashes, or any breaks in the skin barrier Susceptible to bleeding Blood thinning medication Neuropathy associated with diabetes Peripheral Vascular Disease IMPORTANT! If you have a medical concern, ask if the guest has been cleared by their doctor 10  Enhancements HERBAL HEAT THERAPY Aromatherapy herbal heat packs are used on the neck and back during treatment. May also be used on the abdominals. Benefits Relieves sore muscles, achy joints, injuries, arthritis, tendonitis, tension, and headaches Heat dilates blood vessels, allowing ease of blood flow to the affected area Assists in the removal of waste byproducts and toxins from damaged and stressed muscles and joints Contraindications Pregnancy Infection or compromised immune system Allergies to ingredients Heat Pack Contents Spearmint – pain, anti-spasm Lavender – nerve tonic Hops – sedative Valerian Root – relaxation Yellow Dock – circulation support White Willow – analgesic Lemon Grass – analgesic Chamomile –relaxation Cinnamon – anti-spasm Rosemary – headache support Yarrow – healing support Peppermint – pain, anti-spasm Flaxseed – weight & holds heat IMPORTANT! Heat packs must be kept in the warm (dry) towel cabi and should avoid getting wet. Heat packs may absorb moisture, resulting in spoiling the contents. Heat packs are sanitized by UV light in the cabi. At the end of the day, turn off the hot towel cabi and open the door to prevent condensation. HEMP CALM BALM Cooling peppermint mixed with warming capsicum, healing ashwagandha, and broad-spectrum hemp for sore muscles. Benefits Contains muscle-soothing ingredients Doubles as an aromatherapy treatment Additional Benefits Calming; Reduces tension and stress Reduces pain Restores tired muscles CONTAINS 4 MG OF CALMING HEMP. THC IS NON-DETECTABLE (