Foundations of Luxury Service - Spa

PROFESSIONAL VOICE

“It all about the personalized little ‘wow’ moments we create for our guests!” Use full & complete sentences Avoid one-word responses that kill a conversation Be specific when asking guest about their experience “Sure” “Certainly, I would be delighted to assist you.” “I hope you enjoyed your personalized massage.” “Ms. Smith, welcome back, how are you ?”

Balance- brief & conversational

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A: flipchart, groups- do’s and don’t

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