Checklist template

Guest reception and booking for spas

A ready-to-use checklist with 100 items in 6 sections, covering Greeting, Booking, Intake, Wait area, Check-out, Rebooking. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 100 Items
  • 84 Yes / No checks
  • 6 Scored ratings
  • 114 Points

Use this template How audits work

1. Greeting 16 items

  1. The front desk was staffed throughout the visit, with no guest arriving to an empty desk Yes / No 1 pt
  2. Arriving guests are acknowledged with eye contact or a spoken greeting within 30 seconds of entering Yes / No 1 pt
  3. A guest arriving while the receptionist is on the phone is acknowledged with a gesture or a brief word Yes / No 1 pt
  4. The receptionist asks for the guest's name and confirms the service, the time and the provider from the appointment book Yes / No 1 pt
  5. The guest's name is used at least once during the arrival exchange Yes / No 1 pt
  6. Receptionists wear a name badge showing their first name Yes / No 1 pt
  7. Personal phones, food and drinks are out of sight at the front desk Yes / No 1 pt
  8. Conversations between employees at the desk stop when a guest approaches Yes / No 1 pt
  9. First-time guests are offered a short tour of the changing room, lounge and amenities Yes / No 1 pt
  10. Guests are told where to wait and who will come to collect them Yes / No 1 pt
  11. Guests are asked to silence their phone before entering the treatment area Yes / No 1 pt
  12. A guest arriving late is told how much treatment time remains before being taken in Yes / No 1 pt
  13. Walk-in guests are offered the next open appointment or a place on the waitlist Yes / No 1 pt
  14. Calls to the spa during the visit are answered within 3 rings Yes / No 1 pt
  15. Guests waiting in line at the desk at the busiest moment of the visit Number
  16. Warmth of the welcome observed at the front desk Rating
    • Guests greeted by name, unhurried and smiling 5 pts
    • Polite but mechanical 3 pts
    • Guests ignored or rushed 1 pt

2. Booking 21 items

  1. The receptionist asks what the guest wants from the visit (relaxation, pain relief, skin concern) before suggesting a service Yes / No 1 pt
  2. The receptionist can state the length, the price and the main steps of any service on the menu without looking it up Yes / No 1 pt
  3. Guests booking a massage are asked whether they prefer a male or a female therapist Yes / No 1 pt
  4. The booking system offers each service only with providers set up as qualified for it Yes / No 1 pt
  5. The booking system blocks the room turnover time set by company policy after each appointment Yes / No 1 pt
  6. Couples and group bookings are placed in rooms and time slots that start together Yes / No 1 pt
  7. A card number or a deposit is taken for bookings where company policy requires a guarantee Yes / No 1 pt
  8. The cancellation and late-arrival policy is stated to the guest at the time of booking Yes / No 1 pt
  9. The guest's mobile number and email address are confirmed at each booking Yes / No 1 pt
  10. A confirmation by text or email is sent to the guest at the time of booking Yes / No 1 pt
  11. An appointment reminder is sent on the schedule set by company policy Yes / No 1 pt
  12. Guests are told at booking how early to arrive before the appointment Yes / No 1 pt
  13. Callers booking a prenatal massage are asked how many weeks pregnant they are Yes / No 1 pt
  14. Callers under the minimum age set by company policy are told a parent or guardian must book and attend Yes / No 1 pt
  15. Requests for a specific provider are flagged in the appointment so the guest is not moved without being called Yes / No 1 pt
  16. The waitlist for today shows a name, a phone number and the service wanted for each entry Yes / No 1 pt
  17. Online bookings received overnight were reviewed for conflicts before the first appointment of the day Yes / No 1 pt
  18. Today's schedule shows no gap between two appointments of the same provider that is too short to book a service Yes / No 1 pt
  19. Appointments booked for today Number
  20. No-shows recorded yesterday Number
  21. Accuracy of today's appointment book Rating
    • No double bookings or missing details 5 pts
    • Minor gaps in guest details 3 pts
    • Double bookings or wrong services found 1 pt

3. Intake 16 items

  1. Every first-time guest completes a health intake before the first service Yes / No 1 pt
  2. The intake asks about pregnancy, allergies, medication, recent surgery and skin conditions Yes / No 1 pt
  3. Returning guests are asked whether anything in their health has changed since the last visit Yes / No 1 pt
  4. The guest signs and dates the intake or consent, on paper or on a tablet Yes / No 1 pt
  5. The completed intake reaches the provider before the guest is collected Yes / No 1 pt
  6. The receptionist checks the intake for blank answers before the guest leaves the desk Yes / No 1 pt
  7. Completed paper intakes are kept face down or in a folder, out of view of other guests Yes / No 1 pt
  8. Guests fill in the intake away from the line at the desk, seated where others cannot read it Yes / No 1 pt
  9. Paper intakes are filed in a locked cabinet or scanned and shredded by the end of the day Yes / No 1 pt
  10. The screen of the booking system cannot be read from the guest side of the desk Yes / No 1 pt
  11. A guest who reports a condition the spa cannot treat is offered another service or referred to the lead therapist Yes / No 1 pt
  12. A parent or guardian signs the consent for a guest under the age of majority Yes / No 1 pt
  13. Allergies recorded on the intake are entered as an alert on the guest's profile Yes / No 1 pt
  14. Guests are told where to store valuables before they change Yes / No 1 pt
  15. Intakes on file among 5 of today's first-time guests sampled Number
  16. Completeness of 5 intakes sampled Rating
    • All complete and signed 5 pts
    • One or two unsigned or incomplete 3 pts
    • Several missing or blank 1 pt

4. Wait area 15 items

  1. No guest was left standing in the wait area for lack of a seat during the visit Yes / No 1 pt
  2. Chairs and sofas in the wait area are free of stains, tears and loose cushions Yes / No 1 pt
  3. Water or tea is offered to waiting guests, or a self-serve station is pointed out Yes / No 1 pt
  4. Seating in the wait area is out of the draft from the entrance door Yes / No 1 pt
  5. Magazines and books in the wait area are recent and in good condition Yes / No 1 pt
  6. Music at reception is low enough for a guest to be heard at a normal speaking voice at the desk Yes / No 1 pt
  7. The entrance glass and door handles are free of fingerprints Yes / No 1 pt
  8. Coats and umbrellas have a rack or closet at the entrance Yes / No 1 pt
  9. A provider running more than 5 minutes late is reported to the waiting guest by the receptionist Yes / No 1 pt
  10. Providers collect guests in the wait area by name and introduce themselves Yes / No 1 pt
  11. Deliveries and supplier visits are directed away from the guest wait area Yes / No 1 pt
  12. No boxes, packages or cleaning supplies are stored in view of waiting guests Yes / No 1 pt
  13. The front desk counter holds only the items in the company standard (terminal, card reader, menu, one display) Yes / No 1 pt
  14. Longest wait past the appointment time observed during the visit (minutes) Number
  15. Condition of the reception and wait area Rating
    • Spotless and calm 5 pts
    • Tidy with minor wear or clutter 3 pts
    • Cluttered, noisy or dirty 1 pt

5. Check-out 15 items

  1. The provider walks the guest back to the front desk or the lounge after the service Yes / No 1 pt
  2. The receptionist asks the guest how the service was before presenting the bill Yes / No 1 pt
  3. The bill is reviewed with the guest line by line before payment is taken Yes / No 1 pt
  4. Services on the bill match the services actually delivered, including any upgrade added in the room Yes / No 1 pt
  5. The gratuity option is presented neutrally, on the card reader or with an envelope, without comment from the receptionist Yes / No 1 pt
  6. The guest is told the remaining gift card or package balance after it is applied Yes / No 1 pt
  7. Payment is completed within 5 minutes of the guest reaching the desk after the service Yes / No 1 pt
  8. A guest paying for a couples or group booking is shown the price of each service on the bill Yes / No 1 pt
  9. The guest is offered a receipt by email or on paper Yes / No 1 pt
  10. A guest who mentions a problem with the service is referred to the manager on duty before leaving Yes / No 1 pt
  11. Complaints raised at check-out are recorded on the guest's profile the same day Yes / No 1 pt
  12. Guests are thanked by name and invited back as they leave Yes / No 1 pt
  13. The guest is asked to take part in the satisfaction survey or told it will arrive by email Yes / No 1 pt
  14. Check-outs observed during the visit Number
  15. Check-out as observed Rating
    • Accurate, unhurried and friendly 5 pts
    • Accurate but rushed 3 pts
    • Billing errors or no farewell 1 pt

6. Rebooking 17 items

  1. Each guest is asked at check-out whether they would like to book the next visit Yes / No 1 pt
  2. The receptionist suggests a date based on the interval the provider recommended Yes / No 1 pt
  3. The same provider is offered first when rebooking Yes / No 1 pt
  4. Guests who decline to rebook are offered a reminder call or message at the recommended interval Yes / No 1 pt
  5. Members are reminded of unused monthly services or credits at check-out Yes / No 1 pt
  6. Guests on a package or series are told how many sessions remain Yes / No 1 pt
  7. Guests who cancel by phone are offered a new date during the same call Yes / No 1 pt
  8. Yesterday's no-shows were contacted to reschedule Yes / No 1 pt
  9. Openings from cancellations are offered to the waitlist before they are released online Yes / No 1 pt
  10. The rebooking rate by receptionist is posted or reviewed with the team each week Yes / No 1 pt
  11. Provider notes on the recommended next service are visible to the receptionist at check-out Yes / No 1 pt
  12. First-time guests receive the welcome offer or follow-up message set by company policy Yes / No 1 pt
  13. Guests rebooked among the check-outs observed during the visit Number
  14. Rebooking rate for the last full week (%) Number
  15. Name of the manager on duty Short text
  16. Overall guest reception and booking Rating
    • Strong 5 pts
    • Partial 3 pts
    • Weak 1 pt
  17. Corrective actions required Comments

About this template

This checklist is part of the Bindy template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In Bindy you can add photos, assign corrective actions, require sign-off and compare results across sites.

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