Standards & Practices

Staff

• Staff, when hired, are provided with a Policy and Procedures Manual that is reviewed and updated annually.
• Staff are provided with and/or given access to constantly updated Treatment Procedure and Product manuals for all treatment modalities, including the spa's menu.
• Staff are given a job/responsibility description upon hiring, followed up with at least one annual evaluation of each individual's job performance.
• All staff comply with applicable federal, state and local regulations with regard to licensing, registration and appropriate certification.
• Staff who perform advanced techniques and/or use advanced technology are appropriately trained and function in compliance with the manufacturer's instructions and guidelines.

Safety

• A first-aid kit is properly stocked and readily available at all times.
• A written emergency plan is posted in plain view at all appropriate staff stations. The plan includes standard emergency procedures for specific incidents and phone numbers of police, fire and emergency medical assistance.
• All procedures for cleaning and maintenance are in accordance with applicable federal, state and local regulations, and with appropriate manufacturer's guidelines.
• All floor surfaces are designed and constructed to accommodate the intended activities for each area.
• The spa's facilities and operating procedures comply with all applicable federal, state and local regulations including OSHA.

Guest Relations

• Written material is provided that accurately depicts the facility, nutrition/diet/wellness and other programs, philosophy, rates, deposits, customary tipping and gratuities, cancellation policy and grace period for refunds.
• Guests complete a confidential screening questionnaire and/or informed consent statement appropriate to their planned activities.  All guest history and counselling session information is considered private and confidential, and such information is not disclosed by the spa or its co-workers without the proper consent of the individual, unless such a disclosure is required by law.
• The spa promptly responds to guest complaints and resolves them in as timely and efficiently a manner as possible.  The spa attempts to resolve within 60 days any consumer complaints brought to its attention by state or local consumer protection agencies or ISPA.
• Guests are able to express their concerns and suggestions regarding facilities, staff and programming through a feedback system designed to encourage guest feedback.
• The spa has current liability insurance or the equivalent for the purpose of guests' protection.
• All programs are flexible enough to accommodate a variety of individual goals, fitness levels and needs.
• Spa programs and menus are designed to encourage the guest toward health enhancing activities and wellness while acknowledging the guest's current health status.

Service

• Staff will be courteous, helpful, knowledgeable and articulate.
• Staff are committed to anticipating the guests' needs and serving them.
• Staff believe in the precepts of spa wellness and are willing and able to share these philosophies with guests.
• Staff zealously guards the guest's privacy and modesty.
• Staff are attentive to preserving the spa environment at all times.