Project plan

The main idea behind preparing this project is to make a guest’s visit un-forgettable experience. In Morden age every business runs on customer satisfaction and to make a customer satisfied with the services rendered is to make frequent changes. Here we will be drawing a picture as to how make a customer a loyal customer to our spa. As we all know word of mouth is the best and unmatched publicity of every business and it can only happen when a customer not only feels satisfied with the services but also it hits his/ her mind and heart. As of now, most of our therapists are well trained but we need to look at other soft aspects as well. In this hospitality sector, courteousness & humble behaviour is very much required, this training module will be able to develop these traits in therapist and will help in improving overall personality. The training module will be divided in 4 parts:1. 2. 3. 4. General Interaction before the therapy starts Interaction during the therapy Interaction/communication after the therapy

This project will require display of video and still images using a projector for better understanding of the therapists. We will be recording few scenarios which usually happen or can happen at spa and how to react in wrong way and right way to such situations.

Back ground Most of the therapist are from North east of India with very basic or no knowledge of Hindi or English; which reflects in their behaviour and understanding. All these things make a manager’s job difficult as it becomes difficult to make them understand simple things. Therapists who are not good in terms of communication should be able to communicate through their body language which can happen by making them groomed.

1. Pre therapy a. How to greet the customer. b. Guiding him to where to keep their cloths and what to wear. c. Looks; hair; light make up; proper, clean, ironed dress.

2. During the therapy a. Knocking the door; closing the door. b. Foot ritual; lights.

How? Draping him properly. e. Ask to knock in case there is some issue. Asking to turn h. b. 8. Towel not good. e. AC temp. 4. 6. 13. what do you do? Where are you from? Have you been to some spa? If interested continue otherwise just do the therapy. Asking for steam and setting it. Asking him to lie down on bed. Different scenarios:1. 11. 3. Hot water not coming Steam not coming Cubicle not working Too much lighting/Very less lights Slippers oily/Wet Need phone charger Wants water/green tea in room only Asking for extra services Asking for more time/saying that time is not over. d. Water not coming. 5. 2. giving short brief to the customer. Telling him it is done. d. f. Customer wants to use washroom 3. pillow i. Name. Guiding customer to steam cubicle. Smell in room Water blockage/leakage . Post therapy a. 12. g. Clearly telling about hot & cold water. AC not working/Heater not working/too Cold. c. towel. Giving him towel near the cubicle. 7.c. 9. Asking the pressure? Something to strike conversation. 10. 14. f.

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