6.01 Standard Operation Procedures, Health Club, Spa & Recreation, 104 pages

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Standard Operation Procedures

Rooms Division

Spa & Recreation

Agenda

1. Reception

1. 01 Opening Procedures
1. 02 Sales Inquiry
1. 03 Telephone Inquiries
1. 04 Guest, Member Reservation
1. 05 Welcome, Check-In
1. 06 Inquiries
1. 07 Info & Product Knowledge
1. 08 Personal Presentation
1. 09 Consultation To Customer
1. 10 Upset Guests

2. Changing Area

1. 01 Guest Interaction
2. 02 Handling Complaints
2. 03 Info & Product Knowledge
2. 04 Personal Presentation
2. 05 Telephone Inquiry

3. Treatment Area

3. 01 Check – In
3. 02 Beauty Assessment
3. 03 Handling Complaints
3. 04 Info & Product Knowledge
3. 05 Personal Presentation
3. 06 Telephone Inquiries

4. Club

4. 01 Membership Information
4. 02 Show Around Procedure
4. 03 Joining Procedure
4. 04 Renewal Correspondence

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5. Gym

5. 01 Opening Procedures
5. 02 Welcome & Registration
5. 03 Closing Procedure
5. 04 Designing A Fitness Program
5. 05 Fitness Training
5. 06 Health & Safety

6. Swimming Pool

6. 01 Equipment
6. 02 Handling Telephone Enquiries
6. 03 Health & Safety
6. 04 Information
6. 05 Opening Procedures
6. 06 Supervision

7. Towel Counter

7. 01 Opening Procedures
7. 02 Issuing Towels
7. 03 Closing Procedures
7. 04 Inventory Control
7. 05 Replenishing Towels

8. Beach

8. 01 Opening Procedures
8. 02 Closing Procedures
8. 03 Closing Procedure B
8. 04 Information
8. 05 Welcoming & Serving Guests
8. 06 Equipment
8. 07 Equipment & Lifeguard
8. 08 Health & Safety
8. 09 Swimming Area Supervision
8. 10 Volleyball, Soccer Field

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9. Water Sports

9. 01 Opening Procedures
9. 02 Closing Procedures
9. 03 Handling Guest Inquiries
9. 04 Handling Emergencies
9. 05 Organizing Water Sport Activities
9. 06 Organizing Water Sport Lessons
9. 07 Weather Forecasting

10. Penguin Club

10. 01 Opening Procedures
10. 02 Arrival Experience
10. 03 Closing Procedures
10. 04 Closing Procedures B
10. 05 Facilities & Equipment
10. 06 Handling Activities
10. 07 Healthy & Safety
10. 08 Program & Publicity

11. Spa

11. 01 Opening Procedures
11. 02 Closing Procedures
11. 03 Inventory Control
11. 04 Handling Booking Inquiries
11. 05 Handling Payment
11. 06 Health & Safety
11. 07 Treatment Procedures
11. 08 Staffing

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