Spa Handling of Gratuities – if a guest hands cash directly, the receptionist or attendant
should confirm that the gratuity was intended for the Spa team – then show the guest to the
gratuity drop box located at the Reception area – so that the guestcan place this gratuity into
the box themselves – hence removing the responsibility from the team member; if a guest
places cash directly into an envelope, the receptionist or attendant should confirm that the
name of the intended provider, Spa team member, or fitness instructor has been filled out,
again showing the guest to the gratuity drop box and the guest should also put their name on
the envelope; if a guest hands service provider cash directly, the service provider should first
thank the guest, then, place the gratuity in a secure location as the Spa is not responsible for
the loss of any personal monies.
Also it must be established standard operating procedures for Spa Celebrities and VIPs; Spa
Employee Break Area Etiquette; Spa Staff Use of Cell-phone, Pagers and Internet.