Guest Work Flow
Work Ticket contains:
- Date
- Guest Name
- List of Services scheduled with name of therapist and room assignment
- Progress notes from previous visits
- Previous Massage form
- Previous Facial form
- Allergies
- Medications
Guest Roster contains:
- Date
- Folder Number
- Guest Name
- Scheduled time of first service
- Forms needed
- Locker needed: Y/N
- Shoe size
- Robe size needed if other than OSFM
- Locker assignment
- Hanger number used for coat (if needed)
- notes
At the end of the day, the spa coordinator prints work tickets for next business day and places them in numbered folder. Number on folder matches the number listed on the Guest Roster. Spa coordinator completes the other information needed on the Guest Roster.
When guest arrives, the spa coordinator marks the guest as checked in on Booker. If guest forms are needed, the spa coordinator will give them an ipad or paper form to complete the required forms. The guest should complete the forms before changing into a robe and slippers. Once all forms are completed, the work ticket and any paper forms will be placed into the corresponding guest folder. The spa coordinator will then give the folder to the first therapist if possible. Otherwise, the folder is placed in the “Ready for Therapist” file holder located on the wall near the office door. This indicates that the guest is ready for their first/next service.
Therapists should monitor the reception area and “Ready for Therapist” file holder to determine when their guest is ready to begin their service. Therapist should receive a text alert when their guest arrives and is checked in but should not rely on this solely. This is not 100% reliable and only means they are in the building. They may need to complete forms or are changing before they are ready for their first service. In addition, spa coordinators should not assume that this text message is adequate notification that a therapist’s guest has arrived. If possible, the spa coordinator should notify the therapist to let them know their guest is ready.
Note that if any changes are needed prior to the guest’s first service, such room assignments, therapist assignments, scheduled services, etc. the spa coordinator will note those changes on the work ticket as well as in Booker. That way the information on the work ticket will be as accurate as possible.
The first therapist will take folder. After the service, the therapist will note on the work ticket any changes, additions, deletions or price adjustments for the services that were made. The therapist will initial each of the services that they performed so the front desk will know what services should be charged for during checkout.
The therapist may also add any notes to use in updating the guest’s record in Booker at a later time. If possible, it’s best for the therapist to enter their notes directly in Booker immediately after the service. If the therapist chooses to write notes on the work ticket, they should be entered into Booker by the end of the work day.
If the guest is scheduled for other services, the therapist will give the folders to the next therapist or place in “Ready for Therapist” file holder.
If the guest does not have any other services scheduled, the therapist will place the folder in the “Ready for Checkout” file holder located on the wall behind the front desk.
When the guest arrives at the front desk to checkout, the spa coordinator will use work ticket to update the guest as appropriate. If any therapist fails to initial the services they performed, the spa coordinator must immediately contact the therapist to investigate why it was not initialed and confirm the services that were actually performed so the guest is charged appropriately.
After checkout, the folder is place in the “Visit Complete” file holder.
As time permits, the spa coordinator will review the contents of the folder in the “Visit Complete” file holder. Work tickets that do not have any notes should be shredded. Work tickets that have notes should be placed in a file folder for the corresponding therapist for them to use to update the guest’s record. If there are notes from multiple therapists, a copy will be made for each additional therapist that made notes on the work ticket. After the therapist completes the data entry. Work tickets should be shredded.
If the folder contains any completed paper forms, those will be placed into the file holder labeled “Ready to Scan”. A spa coordinator will scan these into booker as time permits. After they are scanned these forms should be shredded.