Checklist template

Service delivery standards for massage and body treatments

A ready-to-use checklist with 99 items in 6 sections, covering Consultation, Draping and privacy, Technique and timing, Aftercare, Product use, Room reset. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 99 Items
  • 86 Yes / No checks
  • 5 Scored ratings
  • 111 Points

Use this template How audits work

1. Consultation 17 items

  1. Service observed or reviewed (for example 60-minute deep tissue massage) Short text
  2. How the service was assessed Choice
    • Observed with a model or trainer as the guest
    • Guest interview after the service
    • Review of records and therapist interview
  3. The therapist's license or registration is current and displayed or on file at the spa, as required by local regulation Yes / No 1 pt
  4. The therapist collects the guest from the lounge by name and gives their own first name Yes / No 1 pt
  5. The therapist reads the intake before the guest enters the room Yes / No 1 pt
  6. The therapist asks which areas the guest wants worked on and which to avoid Yes / No 1 pt
  7. The therapist asks about injuries, surgery, pregnancy and medication before starting Yes / No 1 pt
  8. The therapist asks the guest's pressure preference before the first stroke Yes / No 1 pt
  9. The guest is asked about allergies to nuts, fragrance or essential oils before a product is chosen Yes / No 1 pt
  10. The therapist explains what the treatment includes and how long the hands-on time is Yes / No 1 pt
  11. A guest presenting a contraindication (fever, contagious skin condition, recent injury) is offered an adapted service or rebooked Yes / No 1 pt
  12. Pregnant guests receive the prenatal service only, under the company's policy on stage of pregnancy and medical clearance Yes / No 1 pt
  13. The therapist offers a choice of music volume, table warmth and scented or unscented product Yes / No 1 pt
  14. The consultation takes place with the door closed, out of hearing of other guests Yes / No 1 pt
  15. The therapist asks whether the guest prefers conversation or quiet during the service Yes / No 1 pt
  16. Jewelry, hair ties and glasses are mentioned so the guest can remove them Yes / No 1 pt
  17. Depth of the consultation Rating
    • Health, goals and preferences all covered 5 pts
    • Health covered but preferences skipped 3 pts
    • Little or no consultation 1 pt

2. Draping and privacy 16 items

  1. The therapist explains how to lie on the table (face up or face down, under the top sheet) before leaving the room Yes / No 1 pt
  2. The guest is told to undress to their comfort level Yes / No 1 pt
  3. The therapist leaves the room while the guest undresses and gets on the table Yes / No 1 pt
  4. The therapist knocks and waits for an answer before re-entering Yes / No 1 pt
  5. Only the area being worked on is uncovered at any time Yes / No 1 pt
  6. The sheet is tucked or anchored at the hip and the leg before a leg is worked Yes / No 1 pt
  7. Female guests have the chest draped with a towel during abdominal or upper chest work Yes / No 1 pt
  8. The gluteal area is worked through the sheet or with the drape set at the level the guest agreed to Yes / No 1 pt
  9. The therapist holds the sheet up as a screen and looks away while the guest turns over Yes / No 1 pt
  10. The door stays closed during the service and nobody enters without knocking Yes / No 1 pt
  11. The therapist asks consent before working the abdomen, the inner thigh, the glutes or the face Yes / No 1 pt
  12. Disposable underwear is offered for body scrubs, wraps and wet treatments Yes / No 1 pt
  13. The therapist leaves the room before the guest gets off the table and dresses Yes / No 1 pt
  14. The policy on inappropriate guest behavior is known to the therapist asked, including how to end a session Yes / No 1 pt
  15. A guest's request to stop or to change the treatment is followed at once Yes / No 1 pt
  16. Draping as observed or described by the guest Rating
    • Secure and respectful throughout 5 pts
    • Secure with one loose moment 3 pts
    • Guest exposed or uncomfortable 1 pt

3. Technique and timing 21 items

  1. The service starts within 5 minutes of the booked time Yes / No 1 pt
  2. The therapist washes hands and forearms in view of the guest or immediately before entering Yes / No 1 pt
  3. The therapist's nails are short and smooth Yes / No 1 pt
  4. The therapist wears no rings, bracelets or watch during the service Yes / No 1 pt
  5. The sequence follows the written protocol for the service booked Yes / No 1 pt
  6. The therapist checks the pressure with the guest within the first 5 minutes Yes / No 1 pt
  7. The therapist checks the guest's comfort again after turning over (temperature, face cradle, bolster) Yes / No 1 pt
  8. One hand stays in contact with the guest when moving around the table or reaching for product Yes / No 1 pt
  9. Hot stones are tested on the therapist's forearm before they touch the guest Yes / No 1 pt
  10. Hot stones are kept moving or laid on a towel layer, never left still on bare skin Yes / No 1 pt
  11. Deep pressure is avoided over the spine, the back of the knee and the front of the neck Yes / No 1 pt
  12. A bolster is placed under the ankles face down and under the knees face up Yes / No 1 pt
  13. Prenatal guests are positioned side-lying or semi-reclined with supporting cushions Yes / No 1 pt
  14. The therapist does not diagnose conditions or advise on medication Yes / No 1 pt
  15. The therapist does not leave the room during the hands-on time Yes / No 1 pt
  16. During the rest phase of a body wrap, the guest's comfort and temperature are checked at the interval in the protocol Yes / No 1 pt
  17. The guest receives the full hands-on time for the service booked Yes / No 1 pt
  18. The therapist signals the end of the service quietly and tells the guest to take their time getting up Yes / No 1 pt
  19. Hands-on time delivered for the service observed (minutes) Number
  20. Minutes late at the start of the service observed Number
  21. Adherence to the service protocol Rating
    • Followed in full 5 pts
    • Minor steps skipped or shortened 3 pts
    • Protocol not recognizable 1 pt

4. Aftercare 15 items

  1. The therapist meets the guest outside the room with a glass of water Yes / No 1 pt
  2. The guest is advised to avoid strenuous exercise for the rest of the day Yes / No 1 pt
  3. The guest is told that mild soreness for a day or two can follow deep tissue work Yes / No 1 pt
  4. The therapist summarizes what was found (areas of tension) in plain language Yes / No 1 pt
  5. The therapist suggests one or two stretches or self-care steps linked to what was found Yes / No 1 pt
  6. Guests who had a scrub or a wrap are told when they can shower off the remaining product Yes / No 1 pt
  7. The therapist recommends when to return and which service to book next Yes / No 1 pt
  8. The recommendation is written on a card or entered on the guest's profile for the front desk Yes / No 1 pt
  9. The therapist walks the guest to the lounge or the front desk Yes / No 1 pt
  10. The guest is asked whether the pressure and the room temperature were right Yes / No 1 pt
  11. A guest who feels dizzy or unwell is seated, given water and reported to the manager on duty Yes / No 1 pt
  12. Treatment notes are entered on the guest's profile before the end of the shift Yes / No 1 pt
  13. Notes record the areas treated, the pressure used and any reaction Yes / No 1 pt
  14. Treatment notes found among 5 of yesterday's massage appointments sampled Number
  15. Quality of the aftercare advice Rating
    • Specific to this guest 5 pts
    • Generic advice only 3 pts
    • No advice given 1 pt

5. Product use 15 items

  1. The product used matches the protocol of the service booked Yes / No 1 pt
  2. Oil or lotion is warmed in the hands or in a bottle warmer before it touches the guest Yes / No 1 pt
  3. The oil or lotion chosen suits the technique booked (more glide for relaxation, more grip for deep tissue), as the protocol states Yes / No 1 pt
  4. The guest is told the name of the product or blend used Yes / No 1 pt
  5. The oil bottle or holster does not touch the guest's skin or the sheets Yes / No 1 pt
  6. Essential oils are diluted in a carrier at the ratio in the protocol, never applied neat Yes / No 1 pt
  7. The guest smells and approves an aromatherapy blend before it is applied Yes / No 1 pt
  8. Unscented product is used for prenatal guests and for guests who reported a fragrance sensitivity Yes / No 1 pt
  9. Excess oil is removed from the guest's feet before they stand up Yes / No 1 pt
  10. Excess oil is removed from the back and the neck with a warm towel when the guest asks or the protocol states it Yes / No 1 pt
  11. Scrub and mud are removed completely after the service, including the feet and the back of the neck Yes / No 1 pt
  12. The therapist applies enough product for a smooth glide, without dragging the skin or leaving it greasy Yes / No 1 pt
  13. Product does not get into the guest's hair unless a scalp treatment was booked Yes / No 1 pt
  14. Retail products are mentioned only when linked to what the guest asked about or what was found Yes / No 1 pt
  15. The therapist asks before applying a warming balm, menthol gel or other heating or cooling product Yes / No 1 pt

6. Room reset 15 items

  1. The therapist completes the reset personally or hands over to a named room attendant Yes / No 1 pt
  2. The reset starts only after the guest has left the room Yes / No 1 pt
  3. Lost property left in the room is taken to the front desk and logged at once Yes / No 1 pt
  4. Stones used in the service are washed with soap, disinfected and dried before they go back in the heater Yes / No 1 pt
  5. The water in the stone heater is changed on the schedule in the protocol Yes / No 1 pt
  6. Scrub and wrap bowls are taken to the dispensary for washing, not rinsed in the treatment room sink Yes / No 1 pt
  7. The stone heater is topped up and the stones are back at temperature before the next hot stone service on the schedule Yes / No 1 pt
  8. The wet table or shower used for rinsing is rinsed down and squeegeed after each guest Yes / No 1 pt
  9. The therapist is back in the lounge to collect the next guest by the booked time Yes / No 1 pt
  10. Today's schedule gives the therapist the breaks between appointments set by company policy Yes / No 1 pt
  11. Therapists asked say the turnover time allowed is enough to reset without cutting hands-on time Yes / No 1 pt
  12. Date of the therapist's last observed service evaluation Date
  13. Name of the therapist evaluated Short text
  14. Overall massage and body treatment delivery Rating
    • Strong 5 pts
    • Partial 3 pts
    • Weak 1 pt
  15. 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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