1. “You’re Late!” Really? Most guests don’t arrive late to a spa service because they are forgetful or don’t care. In many cases, the reason may be due to poor communication on the spa’s end. Perhaps the guest was not reminded to arrive early, or was searching for a parking space. Sometimes hotel spa signage is not clear. So, put yourself in the guest’s shoes; you didn’t intend to be late and so you certainly don’t want to be scolded when you get there.
2. “We Can Squeeze You In.” Guests are not an inconvenience or an after-thought in booking and don’t want to feel they’re being “squeezed in”. This type of language doesn’t set your guest up for a relaxing and memorable experience.
3. “Sweetie, Honey, Dear.” Please don’t call guests these names. Period.
4. “Let Me See if I Can Get a Therapist To Stay.” Although the effort to take care of the guest is a priority and appreciated, this phrase makes the guest uncomfortable. Be proactive in your scheduling and discreet with your guest.
5. “Sorry, But We Are Short Staffed.” Spa Managers know that occasionally staff levels may not reflect the guest demand. In these cases, everyone just pitches in to avoid a deficiency in service. Just as a reminder, your guest doesn’t care about your operational challenges.