Dasar Penerapan Pelayanan Prima pada Industri Kecantikan dan Spa
Summary
TLDRThis video script outlines the professional conduct and service standards of beauty therapists and receptionists at an Indonesian spa. It emphasizes the importance of personal grooming, hygiene, and maintaining a neat appearance while providing exceptional customer service. The script highlights the welcoming approach to clients, the smooth booking process, and the preparation of treatment areas. Therapists are trained to ensure customer comfort, explain spa services, and seek feedback after treatments. The focus is on delivering a relaxing and professional experience for clients, ensuring both satisfaction and safety.
Takeaways
- 😀 Receptionists in beauty and spa settings should maintain proper personal grooming and hygiene, including neat hair, clean clothing, and a professional appearance.
- 😀 Beauty therapists are expected to avoid wearing excessive jewelry that may interfere with their work process.
- 😀 Greeting customers warmly and politely, such as with a friendly 'Good morning, welcome to BTN Spa,' is essential in creating a positive experience.
- 😀 Upon customer arrival, the receptionist should assist with selecting the appropriate treatment and confirm reservation details for accuracy.
- 😀 Customers should be informed of the various services available at the spa, such as body care, hair care, and skin care treatments.
- 😀 Before treatment, customer information and medical questionnaires are reviewed by the therapist to ensure appropriate care is given.
- 😀 Beauty and spa facilities, including linens, cosmetics, and tools, should be prepared in a clean and safe manner, adhering to hygiene standards.
- 😀 During the treatment, customer comfort is a top priority, ensuring a relaxed and pleasant experience.
- 😀 Clients should be informed about how to properly use the spa’s facilities during their treatment.
- 😀 After the treatment, therapists should ensure customers are satisfied and ask for feedback to improve the service.
- 😀 The service concludes with a courteous farewell, with staff escorting the customers out and encouraging their return.
Q & A
What are the personal grooming and hygiene standards that a beauty receptionist in Indonesia should follow?
-A beauty receptionist should maintain proper personal grooming and hygiene standards, including wearing natural makeup, having tidy hair, wearing clean and professional attire, and following company standards. They should also avoid wearing excessive jewelry and ensure they use fragrance moderately.
How should a receptionist greet a customer in the script?
-The receptionist should greet the customer warmly and politely with phrases like 'Good morning' and offer assistance by asking what treatment the customer would like to choose.
What types of treatments are available at BTN Spa?
-BTN Spa offers a variety of treatments including body care, hair care, and skin care. Specific services mentioned include relaxing massages and various other therapies.
How does the receptionist confirm customer reservations?
-The receptionist confirms the reservation by checking the customer's name, the number of people, and the treatment type, then cross-checking the details to ensure everything is correct.
What is the role of the therapist before beginning the treatment?
-The therapist is given the customer's details, including a medical questionnaire, to review before preparing the treatment. They ensure all necessary supplies and equipment are in good condition and sanitized.
What is the importance of cleanliness in the therapy area?
-The therapy area should be clean, with all linens, materials, and cosmetics prepared according to hygiene standards to ensure both safety and comfort for the client.
What should the therapist do after introducing themselves to the customer?
-After introducing themselves, the therapist explains the treatment to the customer, including the duration and type of service, and ensures that the customer is comfortable and ready for the procedure.
How does the therapist ensure customer comfort during the treatment?
-The therapist ensures the customer's comfort throughout the treatment by maintaining a pleasant atmosphere and checking if the customer is comfortable with the massage and other aspects of the treatment.
How does the spa manage feedback after the treatment?
-After the treatment, the receptionist or therapist asks for feedback from the customer regarding the service, checking if the customer was satisfied with the experience and if there are any suggestions for improvement.
What steps are taken when the treatment is completed?
-Once the treatment is completed, the receptionist thanks the customer, gathers any feedback, and ensures the customer is comfortable while leaving. They also offer to book future appointments and guide the customer out.
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