THE SPA CEYLON WAY
EMBODYING THE SPA CEYLON WAY
At Spa Ceylon, we don’t just create products; we curate experiences rooted in heritage, luxury, and good living. This guide is your key to understanding how our values, mission, and traditions come together to form a unique brand experience. By embracing these principles, you play an essential role in delivering not just a product, but a story—a journey of indulgence, balance, and care that sets Spa Ceylon apart.
As you explore this guide, you will see how everything is interconnected—our story, our Ayurvedic roots, our commitment to good living, and the values that shape every interaction. Every detail, from the ingredients we select to the colors of our collections, has been designed with purpose, embodying the essence of Spa Ceylon. By the end, you will not only understand our brand but also feel empowered to bring it to life in every moment, whether in-store or beyond.
A MESSAGE FROM OUR FOUNDER
Ayubowan!
Welcome to Spa Ceylon, a brand that embodies the beauty, wisdom, and healing traditions of our island home. We are not just a company; we are custodians of an ancient legacy. Through our products and services, we have the power to transform lives by bringing the time-honored benefits of Ayurveda into the modern world.
As members of the Spa Ceylon family, you play an integral role in sharing this experience with our customers. Every interaction, every recommendation, and every smile you offer makes a difference. You are not just selling a product—you are helping someone find the perfect good living experience, whether it’s for their own self-care or a thoughtful gift for a loved one.
Take pride in being part of something meaningful. You represent a brand that stands for quality, authenticity, and care. I encourage you to embrace our values, immerse yourself in our heritage, and above all, ensure that every customer leaves with a sense of luxury, wellness, and happiness.
Thank you for being a part of this journey. Together, let’s make every Spa Ceylon experience unforgettable.
SHALIN BALASURIYA Co-Founder, Spa Ceylon
THE STORY OF SPA CEYLON
Fifteen years ago, two brothers set out to build something global. They traveled the world, studied markets, and searched for what people truly wanted. The answer was clear: luxury, nature, and wellness.
What they didn’t expect was that the key to their vision had been with them all along. Sri Lanka was home to Ayurveda, a 5,000-year-old science of balance, wellness, and natural healing. At a time when the world was turning to nature for answers, this ancient wisdom held everything they needed to create something extraordinary.
But Ayurveda had to be reimagined—to be luxurious, unique, and unforgettable.
LUXURY
More than just a traditional remedy, Ayurveda was once reserved for kings and queens in the grand palaces of Ceylon. That legacy of indulgence would be brought to the world.
UNIQUENESS
The island’s rich soil gave birth to exotic herbs, fruits, and flowers, creating fragrances and textures never before seen in the world of beauty and wellness.
CULTURE
Sri Lanka’s vibrant colors, intricate art, and craftsmanship would become the foundation of a brand identity unlike any other—woven into packaging, store designs, and every element of the experience.
This vision came to life through a multisensory experience, designed to transport people to the heart of Ceylon.
The warmth of an Ayubowan greeting, the scent of tropical blooms in the air, the sounds of waterfalls and traditional music—all coming together to introduce the world to Luxury Ayurveda.
And it resonated. What started as a dream became a global presence, with hundreds of stores located around the world.
THE TIMELESS ART OF AYURVEDA &
ITS INFLUENCE ON SPA CEYLON
For centuries, the royal courts of ancient Ceylon were sanctuaries of well-being, where Ayurveda was practiced as an essential art of life. Kings and queens indulged in elaborate self-care rituals, guided by the expertise of royal physicians who crafted specialized treatments using potent herbs, rare spices, and exotic floral extracts. These rituals were more than beauty treatments—they were holistic ceremonies of rejuvenation, designed to soothe the body, calm the mind, and restore inner balance.
At Spa Ceylon, Ayurveda is not just an inspiration—it is the core of everything we create. From the ingredients we select to the colors of our product ranges, every detail is carefully crafted to promote good living:
SLEEP COLLECTION
Infused with lavender, ylang-ylang, and patchouli, promoting deep relaxation. The color purple, long associated with tranquility, reinforces the calming essence of the Sleep collection.
PEACE COLLECTION
Crafted with lemongrass, peppermint, and sandalwood, soothing the senses and fostering mental clarity. Green symbolizes renewal and harmony, aligning with Ayurveda’s philosophy of balance.
DE-STRESS COLLECTION
Formulated with frankincense, kaffir lime, and tangerine to ease tension and uplift mood. Blue, reminiscent of the sky and ocean, evokes calm and emotional well-being.
OUR MISSION
“At Spa Ceylon, we provide luxurious, customer-focused wellness solutions rooted in Ceylon heritage, maintaining the highest standards of ethical practice, promoting sustainability, empowering our employees, and delivering consistent value to our partners and the community.”
OUR VISION
“Creating unique wellness experiences inspired by Ceylonese tradition.”
OUR CORE VALUES & PRINCIPLES
At Spa Ceylon, our values define the way we create, connect, and care. They shape every decision we make, every product we design, and every experience we deliver. Rooted in tradition yet crafted for the modern world, these principles ensure that we remain a brand of authenticity, excellence, and purpose. By upholding them, we don’t just follow a philosophy we bring it to life in a way that is both meaningful and transformative.
WELLNESS
We Elevate Wellness to an Art form
Wellness at Spa Ceylon is more than a routine it is a refined, luxurious experience. Our approach is sophisticated, offering our customers a journey of balance, beauty, and vitality through high-quality products and services.
GIVING
We Uplift Lives Every Day
Every action we take is rooted in generosity and positive energy. We are committed to enriching lives whether through our customers’ self-care rituals, our team’s growth, or our contributions to sustainability and ethical sourcing.
INCLUSIVITY
We Extend Wellness to All
Luxury meets inclusivity in everything we do. We ensure that every individual, regardless of background, feels welcomed into a world of premium wellness where they are valued and cared for.
PROUD LOCAL
We Embody Timeless Tradition
Our luxury offerings are deeply rooted in the rich, timeless traditions of Ceylon. We preserve and elevate our heritage, bringing its beauty and wisdom to a global audience through exquisite, premium experiences.
ACCESSIBLE LUXURY
We Make Luxury Attainable
True luxury is personal and accessible. We believe in offering refined, high quality products and services that allow everyone, regardless of background, to indulge in self-care and well-being.
QUALITY
We Make Every Experience Unique
Quality is the hallmark of everything we do. From the finest ingredients to meticulous craftsmanship, we ensure that every multi-sensory experience is not just luxurious but flawless, delivering excellence in all we offer.
Our values are not just words; they are actions that define us. When we embody them consistently, we don’t just build a brand—we create a legacy of trust, excellence, and good living. Through every interaction and experience, we have the power to make a difference, ensuring that Spa Ceylon remains a sanctuary of luxury, tradition, and care for generations to come.
DELIVERING THE SIGNATURE SPA CEYLON BOUTIQUE EXPERIENCE
Creating Meaningful Customer Connections
At Spa Ceylon, every customer interaction is an opportunity to offer more than just a product it’s a chance to create a lasting impression of luxury, warmth, and well-being. This section will guide you through the key elements of delivering an exceptional experience, ensuring that every guest feels valued, inspired, and immersed in the world of Spa Ceylon.
1. GREETING CUSTOMERS ON ARRIVAL
Step 01
IMMEDIATE WELCOME (WITHIN 5 SECONDS)
• Smile warmly and maintain positive body language.
• Greet every customer verbally with: (Hands together at chest level in a traditional greeting)
“Ayubowan! Welcome to Spa Ceylon!”
• Make eye contact and ensure they feel acknowledged.
Step 02
IDENTIFYING THE CUSTOMER TYPE
• After the initial greeting, identify whether the customer is a firsttime visitor or a returning guest by asking:
“Have
you visited a Spa Ceylon store before or is this your first time?”
2. ENGAGING BASED ON CUSTOMER TYPE
Scenario A
RETURNING CUSTOMER
Response:
“Welcome back! It’s wonderful to see you again. Are you looking for a particular product today, or just browsing?”
IF THEY ARE LOOKING FOR A SPECIFIC PRODUCT:
• Guide them to the product range.
• Offer a tester and briefly explain the product benefits.
IF THEY ARE BROWSING:
• Offer assistance by saying:
“Feel free to explore. If you need any recommendations or would like to try something, I’m here to help.”
• Subtly introduce new arrivals or best-selling products that might interest them.
Scenario B
FIRST-TIME CUSTOMER
Response:
“That’s wonderful! Would you like a quick 30-second de-stress experience to begin?”
(If they agree, proceed with the De-stress Experience below.)
STEP 1: OFFERING THE SPA CEYLON DE-STRESS EXPERIENCE
• Lead them to the de-stress section:
“Please follow me to experience a quick moment of relaxation with our signature De-stress ritual.”
• Ask them to extend their palms and say:
“I will spray a calming mist onto your palms. Please rub your palms together, close your eyes, and take three deep breaths.”
• After they inhale, explain:
“This blend of Frankincense, Kaffir Lime, and Tangerine helps release stress and elevate your mood.”
STEP 2: INTRODUCING SPA
CEYLON
• After the experience, say:
“At Spa Ceylon, we bring you award-winning luxurious Ayurvedainspired wellness from the heart of Sri Lanka. Our ranges include skincare, body care, wellness, and fragrances—all crafted with natural ingredients for a multi-sensory experience.”
• Offer a brief tour based on their interests
“Would you like me to take you through our collections, or is there a specific product you are looking for?”
3. NAVIGATING CUSTOMER INTERESTS
IF THEY ARE INTERESTED IN A SPECIFIC CATEGORY
• Guide them to the appropriate section (e.g., skincare, fragrances, body care).
• Ask open-ended questions to understand their preferences.
• Demonstrate products using testers, ensuring a sensory experience.
IF THEY ARE OPEN TO EXPLORING
• Begin by saying
“Let me take you through our wellness ranges Sleep, De-stress, and Peace. These are designed to promote relaxation and well-being through the power of Ayurveda.”
STEP 1: INTRODUCING THE WELLNESS RANGES
SLEEP RANGE
“Our Sleep collection helps improve relaxation and enhance sleep quality with soothing ingredients like Lavender, Ylang Ylang, and Patchouli.”
(Offer a tester, such as a pillow mist or balm, and guide them to inhale the calming scent.)
DE-STRESS RANGE
“This range is perfect for releasing tension and refreshing the senses with a blend of Frankincense, Kaffir Lime, and Tangerine.”
(Offer a texture test or mist application.)
PEACE
RANGE
“A beautifully grounding range that calms the mind and body, featuring notes of Lemongrass, Sandalwood and Vetiver.”
(Encourage them to experience the mist or balm.)
STEP 2: MOVING INTO THE BROADER COLLECTIONS
• After the brief wellness introduction, transition smoothly.
“Beyond wellness, we also have a curated selection of skincare, home essentials, hair care, luxury palace ware, and plenty of gifting options. Let me know which category interests you most, or I can take you through a few highlights.”
• If they express a preference, guide them accordingly.
• If they are unsure, introduce a best-selling collection:
“One of our most loved collections is [name of range]. Would you like to experience how it feels on your skin?”
(Proceed with texture tests for creams, scrubs, or oils, and fragrance sampling as needed.)
4. PRE-BILLING ENGAGEMENT
• If they have selected products, ask
“Are you a Spa Ceylon member? Members receive exclusive benefits and offers.”
• If they are not a member, introduce them to the membership program.
• Suggest relevant promotions or gift sets to enhance their purchase.
5. COMPLETING THE SALE & FAREWELL
• During checkout, reassure their choices by saying:
“This is one of my favourite as well!”
“You’ve made a great choice; this is a best-seller!”
• If the products are gifts, offer luxury wrapping and say:
“Would you like a gift invoice for easy exchanges?”
• Before they leave, conclude with:
“Thank you for visiting Spa Ceylon. We look forward to seeing you again soon! Have a beautiful day.”
(Ensure the door is opened for them as they exit.)
DELIVERING THE SIGNATURE SPA EXPERIENCE
Objective:
To establish a comprehensive framework that ensures consistently high-quality service delivery in all spa operations. By adhering to these guidelines, staff will be equipped to create a welcoming, professional, and memorable experience for every customer, fostering satisfaction, loyalty, and a positive brand reputation.
1. GREETING AND GUEST ARRIVAL PROCESS (FRONT OFFICE)
STEP 1: GREETING THE GUEST
• Smile warmly.
• Greet the guest saying “Ayubowan! Welcome to Spa Ceylon!”
• Gesture: Place your hands together at chest level and make eye contact.
• Note: Ayubowan is a traditional Sri Lankan greeting that means “Wishing you a long life.”
• Connect with the guest:
• Introduce yourself: “I am [Your Name], and I am here to assist you today!”
• Use open-ended questions to start the conversation.
STEP 2: CHECK-IN PROCESS
• Inquire about the Guest’s Needs saying “How may I assist you today?”
• Based on the guest’s response, follow the appropriate steps as mentioned below:
Option A
• Confirm the guest’s name: “May I have your name, please?”
• Verify their contact number to ensure the correct reservation details
Option B
WALK-IN CUSTOMER WITHOUT A RESERVATION
• Inquire About the Desired Ritual: CUSTOMER WITH A RESERVATION
Ask: “What type of ritual would you like to book today? (e.g., foot, body, facial, or scalp)”
Scenario 1
IF IT’S A BODY RITUAL
• You can ask who the reservation is for as a way of confirming the gender of the customer: ‘Is this reservation for you or someone else?
• If not for the customer, clarify the guest’s gender: “May I know if the guest will be male or female?”
Note: Cross-gender treatments for full-body rituals are only allowed with foreign therapists.
• If the customer inquiries further, explain:
“We offer various types of full-body rituals based on massage pressure, techniques, and focus areas. The duration ranges from 90 to 135 minutes.”
• If they request shorter treatments, mention the 60-minute Luxury Body Ritual (not listed on the menu).
• Show the menu to help them decide.
• Once the Customer Selects a Treatment, provide details about the treatment:
Example:
“This treatment includes a head-to-toe massage, excluding the face, with a hot herbal compress for the back.”
Scenario 2
IF IT’S A FACIAL RITUAL:
• Ask about the customer’s skin type and concerns.
• Recommend suitable facials, mentioning that a beautician or doctor is available for evaluation if needed.
• Explain options while showing the Spa Menu:
Purifying Facial (45 minutes): Basic clean-up.
Normal Facials (60 minutes): Virgin Coconut, Men’s Facial, Crystal, or Rose Quartz.
Advanced Facials (120 minutes): Tailored to specific skin concerns.
Scenario 3
IF IT’S A FOOT RITUAL
• Share available times and therapist options (male/female).
• Help the guest decide by explaining options:
“We offer various foot rituals, such as the 60-minute Luxury Foot Ritual. You can upgrade it to the Ultimate Foot Ritual (90 minutes) with a Head, Neck, and Shoulder Massage.”
If the customer has foot pain, recommend:
“The 90-minute Foot Rescue Ritual may be ideal for relieving pain.”
For light pressure, suggest:
“The Sleep Calming Foot Ritual offers a gentle, soothing massage.”
• Show the menu to guide their decision.
Special Note:
• If the treatment includes Head, Neck, and Shoulder massage, inform the guest:
“This includes a scalp massage with hair oil mist, but it does not include shower facilities. If required, a treatment room can be arranged for an additional housekeeping charge of [mention the cost].”
Scenario 4
IF IT’S A SCALP RITUAL
• Describe the options:
“We offer hot scalp massages and calming hydro treatments, both lasting 60 minutes. You can also add a scalp scrub if needed.”
• It’s important Mention:
- Hair colour may fade slightly during the treatment.
- Blow-dry services are not provided, but hair dryers and brushes are available.
- The treatment area is semi-private, divided by curtains.
CONFIRMING THE APPOINTMENT
• Confirm the selected treatment, date, time, duration, therapist, rate, and location.
Example
“This is to confirm your reservation for an Ultimate Body Ritual (90 minutes) with a foreign female therapist today at 4:30 PM. The total will be Rs. X,XXX.”
• Record the details in the appointment sheet under the name of the person booking.
UPSELLING AND CROSS-SELLING
• Inform the customer of any ongoing promotions or additional options from the pampering menu.
• Ask if the guest is a Spa Ceylon Rewards Member:
“Are you a Spa Ceylon rewards member?”
• If yes: Request their QR code from the rewards app to scan.
• If no: Encourage them to download the app, sign up, and activate it to earn points for the transaction.
• Confirm the cost of the treatment:
“The total will be Rs. XXXX.”
• Confirm the payment method, saying
“How
would you like to pay by card, cash, or voucher?”
• If paying with a voucher: Verify the voucher details, including the code, expiry date, and value.
• If the voucher was purchased more than three months ago, inform the customer of any additional charges, if applicable. If it was purchased within the last three months, and there have been any price changes, the customer will not be charged for the difference.
• Provide the customer with a check-in card to fill out while completing the transaction.
• Hand over the receipt and any change.
STEP 4: FINAL DETAILS
• Review the check-in card details and clarify as needed.
• Communicate the details to the therapist in the customer’s presence.
• Inform the guest that hair dryers or shower caps can be provided upon request.
• Introduce the therapist saying:
“[Therapist’s Name] will be your therapist. Enjoy your treatment!”
2. THERAPIST WELCOME PROCEDURE
STEP 1- GREETING (FOR ALL RITUALS)
• Smile warmly and greet with “Ayubowan” (hands together at chest level, maintain eye contact).
Ayubowan is a traditional Sri Lankan greeting that means wishing you a long life
• Ensure the room is ready before the guest enters: cleanliness, lighting, and room ambiance.
• Always confirm the guest’s comfort regarding music, room temperature, and any allergies/preferences related to oils or products.
FOR BODY RITUALS
STEP
2 – CHECK IN
• Open the treatment room door and invite the guest inside.
• Turn on the occupancy light and place the “Silence” board. So, the other staff members are aware that the room is being occupied.
• Invite the guest to take a seat
• Allow the guests to choose the massage oils while introducing what’s available.
• Hand over the jewellery box & the key to the guest
“If you have any valuables, you can place it in this box”
• Review the check-in card and confirm details. (Please make sure this is taken along with you from the front office)
• Hand over the underwear & voile cloth and request customer to change & lie face down on the bed. Leave the room until customer is ready
• Give 2-3 minutes for the guest to change. Knock before re-entering and check if you can come in.
• Give 2-3 minutes for the guest to change. Knock before re-entering and check if you can come in.
• Dim the lights upon entering.
• Use ankle cushions and a warm towel to clean the guest’s feet.
• Use a warm towel to wipe the customer’s feet before you start the treatment. Wash & wipe your hands & move to the next step.
• Inform the customer that the treatment is about to start. Ask whether the music & the room temperature are at a comfortable level, saying:
I will be starting your treatment of 90min & now the time is 5pm. Is the A/C at a comfortable level ma’am/sir?”
STEP 3 – STARTING AND CONCLUDING THE TREATMENT
• Begin the massage by performing a welcome touch over the voile cloth.
• Confirm with the guest whether the pressure is comfortable.
• After massaging the back of the body, place a headrest cushion with a towel under the guest’s head for support.
• Use the voile sheet as a screen while requesting the guest to turn. Alternatively, adjust the towel and voile cloth to ensure necessary areas are covered for privacy.
• Once the guest has turned, position one end of the towel on the cushion and gently place the other end over the guest’s eyes for relaxation.
• Spray the sleep pillow mist from head to toe to create a calming ambiance.
• Wash your hands before beginning the final head massage. If the guest is awake, politely excuse yourself before washing your hands.
• Perform the head massage using the chosen hair oil mist, unless the guest has requested otherwise. (This preference should have been noted during the oil selection at the beginning of the treatment.)
• After finishing the massage, inform the guest:
“Your treatment is complete. Please wait while I prepare the shower for you.
• Turn on the shower and ensure the water temperature is comfortable. Leave the shower running for the guest.
• Escort the guest to the shower and say:
“You can now have your shower. Would you require a hair dryer or a shower cap? Meanwhile, your herbal tea will be ready in 15 minutes.”
• Once the shower is completed; If your store has a relaxation area, invite the guest to enjoy their tea there.
• Present the tea tray to the guest and explain the items:
“This is your herbal tea, jaggery, hot towel, and Sri Lankan fruit pickle.”
• Hand over the comments card to the guest and say:
“If you have any feedback, please let us know. Enjoy your tea!”
• Once the treatment is over, clean the treatment room according to the provided standards. Switch off the occupancy light and change the board to “Ayubowan” to signify readiness for the next guest.
STEP 2 – CHECK IN
• Open the door for the guest and warmly welcome them into the treatment room.
• As you step inside, switch on the occupancy light and place the “silence” board outside the door to inform other staff members that the room is in use.
• Invite the guest to take a seat.
• Explain the types of products that will be used during the treatment, ensuring the guest feels informed and reassured.
• Hand over the jewellery box and key, saying:
“If you have any valuables, you may place them in this box.”
• Clarify any points mentioned on the check-in card. Make sure you have brought it from the front desk.
• Hand the guest a bathrobe and politely request them to change and lie face-up on the bed.
• Allow the guest 2–3 minutes to change. Gently knock on the door and ask,
“May I come in?”
• Upon entering the room, dim the lights to create a calming atmosphere.
• Cover the guest with the blanket, then place a towel over the chest area after loosening the bathrobe for comfort and privacy.
• Carefully move the guest’s hair back and secure it with a headband, ensuring no strands fall onto their face.
• Inform the guest that the treatment is about to begin and confirm that the music and room temperature are to their liking. For example:
“I will now begin your 90-minute treatment. The current time is 5 p.m. Is the air conditioning at a comfortable level, ma’am/sir?”
• Wash and thoroughly dry your hands before beginning the treatment to ensure hygiene and guest comfort.
• Begin the treatment with the welcome tranquillity touch, creating a calming and soothing experience for the guest.
• Proceed with the treatment according to the established procedure.
• If the treatment includes the thermal facelift, inform the guest beforehand how it will be applied. For example:
“I’m about to apply the thermal masque. Your entire face will be covered, and it will tighten while feeling warm underneath. You can breathe normally. May I proceed with this masque?”
• If the guest prefers, offer alternatives like a sheet masque or gel masque and assure them:
“If you feel uncomfortable at any time, please let me know.”
• Once the treatment is complete, inform the guest with a polite and clear statement:
“Your treatment is now complete.”
(The beautician should remain in the room until the treatment is fully finished.)
• If your store has a relaxation area, invite the guest to enjoy tea there and say
“Please excuse me while I prepare your herbal tea.”
• When the tea is ready, present the tea tray to the guest and explain its contents:
“This is your herbal tea, jaggery, a hot towel, and Sri Lankan fruit pickle.”
• Hand the guest a comments card and say:
“If you have any feedback, we would love to hear it. Enjoy your tea.
FOR CALMING AND DE-STRESSING SCALP RITUAL
STEP 2 – CHECK IN
• Open the treatment room door and graciously guide the guest inside.
• Invite the guest to take a seat and ensure they are comfortable.
• Assess the guest’s scalp to evaluate its condition and decide on the most suitable products for the treatment.
• Hand over the jewellery box and key to the guest and politely say:
“If you have any valuables, you can place them in this box for safekeeping.”
• Provide the guest with a bathrobe and kindly request:
“Please change into the bathrobe and lie face up on the bed when you’re ready.”
• Allow the guest 2–3 minutes to change, then gently knock on the door and ask:
“May I come in?”
• Enter the treatment room and dim the lights to create a serene and relaxing atmosphere.
• Cover the guest’s chest area with the bathrobe or a towel to ensure comfort and modesty.
• Inform the guest that the treatment is about to begin, and confirm whether the music and room temperature are comfortable by saying:
“I will now begin your 90-minute (Treatment name) treatment, and the time is 5 p.m. Is the air conditioning at a comfortable level for you, ma’am/sir?”
STEP 3: STARTING AND CONCLUDING THE TREATMENT
• Begin the treatment as per the protocol.
• Once the treatment is complete, inform the guest politely:
“Your treatment is complete.”
• If your store has a relaxation area, invite the guest to enjoy tea there. Say:
“Please excuse me while I prepare your herbal tea.”
• When the tea is ready, present the tea tray to the guest and explain its contents:
“This is your herbal tea, jaggery, a hot towel, and Sri Lankan fruit pickle.”
• Hand the guest a comments card and say:
“If you have any feedback, we would love to hear it. Enjoy your tea.”
3. POST-TREATMENT EXPERIENCE (FRONT OFFICE)
STEP 1 –GREET & INQUIRE ABOUT THE TREATMENT
• Greet the guest warmly and ask for feedback on their experience:
“How was your treatment today, ma’am/sir?”
Scenario A
CUSTOMER IS HAPPY WITH THE TREATMENT
• If the guest expresses satisfaction, ask if they would like to book another treatment:
“I’m so glad you enjoyed your treatment! Would you like to book your next session with us?”
• If they agree, proceed with making the reservation by following the reservation procedure. Gently inquire if the guest is interested in purchasing any products:
“We’re glad to hear you enjoyed the products used during your treatment. Would you like to purchase the [specific product, e.g., hair oil]?”
• Highlight any ongoing promotions to encourage sales. This opportunity can be used to cross sell our products.
Scenario B
CUSTOMER IS NOT HAPPY WITH THE TREATMENT
• Ask politely what went wrong:
“I’m so sorry to hear that. Could you please share what didn’t meet your expectations?”
• Listen carefully to their concerns, acknowledge their feedback, and demonstrate genuine empathy by showing that you truly care about their experience.
• Apologize sincerely:
“We deeply regret the inconvenience caused. We are extremely sorry.”
• Take immediate action to resolve the issue with the help of a supervisor, following the service recovery procedure.
• If the issue cannot be resolved immediately, request the guest to leave their comments and assure them of a follow-up within a specific time frame:
“We are extremely sorry for the inconvenience Sir/ Ma’am, we’ll escalate this to senior management, and get back to you within [time frame].
• Still inquire about product interest, as the guest might have liked something from the treatment:
“Would you like to purchase any of the products used during your treatment? For example, the [specific product, e.g., hair oil]?”
STEP 2: IF THE GUEST IS BUYING PRODUCTS
• Bill the products selected by the guest.
• Mention any cross-promotions or offers to increase the bill value:
“We also have a special promotion where you can save on [specific product/offer]. Would you like to add it to your purchase?”
• Confirm the method of payment:
“How would you like to pay—by card, cash, or voucher?”
• Check if the guest is a rewards Member:
• Option A – If Yes: Scan the QR code on their Rewards App.
• Option B – If No: Encourage them to download the app, sign up, and activate it to earn points for the transaction:
“If you sign up now, you can immediately start earning points on this purchase and experience our rewards benefits!”
• Inform the guest of the total cost:
“The total cost of your treatment and products will be Rs. XXXX.”
• Hand over the receipt, card, or change, neatly presented in the black clipboard along with a pen.
• Bid farewell with a polite and cheerful tone:
“Thank you for choosing Spa Ceylon. Have a wonderful day!”
GUIDELINES FOR PHONE HANDLING - SPAS
Important Notes:
• All staff members are responsible for answering the phone and adhering to the following phone etiquette.
• Politeness is crucial throughout the conversation. Always use courteous words such as “please,” “may I,” “thank you,” etc.
1. ANSWERING THE PHONE
• Be prepared to speak before answering the phone.
• If assisting another guest, politely excuse yourself before answering the call.
• The phone should be answered within three rings.
• Speak clearly and at a moderate pace. Avoid slang and abrupt language (e.g., “yeah,” “thanks,” “dear”).
• Greet the guest professionally:
“Ayubowan, thank you for calling Spa Ceylon Colombo 7. This is Christina, how may I assist you?”
• Listen carefully to the caller and let them finish speaking before responding.
2. TAKING A RESERVATION
• Ask the guest about the type of ritual they would like to book:
• Body Ritual
• Foot Ritual
• Facial Ritual
• If the guest asks about treatments offered, respond:
“We offer Body rituals, Foot rituals, and Facial rituals.”
BODY RITUAL RESERVATIONS:
• Confirm the name of the person for whom the reservation is made.
• Clarify the gender of the guest (cross-gender body rituals are only allowed with foreign therapists).
• If not for themselves, ask:
“May I please know whether the guest will be male or female?”
• If they ask for more details, you can answer as below:
“We provide various types of full-body rituals based on massage pressure, techniques, and focus areas. Treatments range from 90 minutes to 135 minutes. If you’re short on time, we also offer a 60-minute luxury body ritual.”
“We use a combination of Ceylonese Ayurveda and Swedish massage techniques.”
FOOT RITUAL RESERVATIONS:
• Provide available times and therapist gender options.
• If the guest asks for more details:
“We offer a variety of foot rituals, such as the 60-minute luxury foot ritual. You can add a Head, Neck, and Shoulder massage to create the Ultimate Foot Ritual (90 minutes). If you’re experiencing pain, the Foot Rescue Ritual (90 minutes) is recommended. For a light pressure massage, the Sleep Calming Foot Ritual is ideal.”
FACIAL RITUAL RESERVATIONS:
• Ask the guest about their skin type and concerns.
• Recommend treatments, but mention that the beautician or doctor will evaluate the skin and suggest the most appropriate facial.
If asked for details:
“We offer various facials, including a 45-minute Purifying Facial (clean-up), Acne Treatment, and 60-minute facials (Virgin Coconut, Men’s, Crystal, Rose Quartz). We also offer Advanced facials (120 minutes) for more specific skin concerns.”
3. CONFIRMING RESERVATIONS
• Offer the spa menu to the guest upon arrival or email it to them:
“Would you like us to email you our Spa Menu, or would you prefer to review it upon arrival?”
• If the reservation is with a foreign therapist, mention the additional price:
“The price for a foreign therapist is Rs.XXXX.”
• If asked, explain the price difference:
“The foreign therapists are more expensive since there is a tax applicable for expat employees.”
• Request guest details:
“May I have your name and local contact number?” (Repeat each number for accuracy.)
4. ENDING THE CALL
• Confirm the reservation details before ending the call by repeating the reservation details;
“To confirm, your reservation for an Ultimate Body Ritual (90 minutes) with a foreign female therapist is scheduled for Saturday, July 11th at 4:30 pm at Spa Ceylon Colombo 7. The total cost will be Rs.X,XXX.”
• Confirm if the guest is using a ritual voucher:
• Ask the caller whether you can help the caller with anything else (person who booked the appointment needs to be mention in the appointment sheet)
“Will you be using a ritual voucher for this treatment?”
• If yes, ask for the voucher code and expiry date to confirm its value.
If the voucher has expired (more than 3 months), they will need to pay the difference, if they wish to use it for the same ritual. Alternatively, they can use it for a different treatment or product purchase.”
“Can I assist you with anything else Sir/ Ma’am?”
• End the call with appreciation:
“Thank you for choosing Spa Ceylon. We look forward to welcoming you soon. Have a great day!”
(Remember, the caller should always hang up first.)
TAKING A MESSAGE
• Only provide the requested information. Avoid offering unnecessary details.
• Ensure all required details are accurately written on the message pad, including:
• Caller’s name
• Contact number
• Time and date of the call
• Requested information
SPECIAL CONSIDERATIONS
• Pregnancy: If a client mentions being pregnant, recommend treatments such as:
• Foot Ritual
• Head, Neck, and Shoulder massage (with light pressure)
• Treatments using products from the Virgin Coconut range.
• Avoid body rituals and machine-based facials.
• Minors Policy:
• Age 10 years and above can receive foot rituals if accompanied by a parent receiving a treatment in the foot spa (same-gender treatments only).
• Age 15 years and above can receive beauty treatments (facials, waxing, threading).
• Age 16 years and above can receive body rituals (same-gender treatments only).
• A parental consent form (Check-in card) must be signed for minors receiving treatments.
CALL ETIQUETTES
• Inform the caller if they will be placed on hold by saying:
“Would you like to hold while I check the details?”
• The call should not be on hold for more than 1 minute.
• If the matter cannot be resolved within 1 minute, return to the caller to check if they would prefer to continue holding or have someone return the call.
• If a callback is required, ensure you collect the caller’s name and phone number. Repeat the number to confirm accuracy.
• Ensure that internal conversations are not overheard by the caller. If you need to check for information or discuss something with a colleague, use the mute button if available. If not, cover the mouthpiece of the phone while communicating internally.
CONCLUSION
At Spa Ceylon, we believe in making wellness accessible, authentic, and rooted in tradition. As a valued team member, your role is essential in creating exceptional experiences that reflect our commitment to Ayurveda, quality, and customer satisfaction.
Take pride in being a part of Spa Ceylon. Every day, you have the opportunity to share the magic of Ayurveda, create meaningful connections, and be a part of something truly special. Let’s continue to elevate wellness and luxury together. Together, we bring the luxury of good living to all who seek it.