From Greeting Customer to Order Creation and Payment

This course walks through the procedure from when the customer enters the shop until they make payment at the shop. It is the first time you will meet your customer face-to-face. As a receptionist, this is the part where have the most impact on customer happiness and their memory at Let's Relax Spa. great impact relies on both your operational excellence (knowing the process, what to do next) and customer service (how should you treat your customer).

Customer Greeting and First Impression

Making First Impression

Let's Relax Mission

Let's Relax's purpose is to create a memorable experience of Thai spa to everyone around the world, one touch at a time. To achieve this mission, it is crucial that every customer are impressed from her first interaction with us and throughout her journey to Let's Relax Spa.

Standard Posture

First Impression is SUPER important. It only takes less than a few seconds for one person to judge you, sometimes even before the customer enters the shop (It's either love at first sight or hate at first sight.). This means that your body language matters a lot while you are standing in the lobby area. Here are the DO and DON'Ts for your standard posture:

DOs

  • Stand straight, keeps some gap between feet 
  • Be attentive to customer’s request 
  • Keeps hand together in front 
  • Walk straight at a medium pace, looks up, keep arms with the body

DON'Ts

  • Respond to customer's call. Being busy is not an excuse to not react to customer's request. 
  • Perform task without asking for permission from the customer  
  • Approach customer with impolite phrases such as “Yes” or “What do you want” 
  • Forget to keep eye contact with the customer while speaking
  • Keeps distance too far or too close to the customer
  • Lean on poles, wall, tables or chairs 
  • Keep hand in the pocket or on your hips 
  • Fold arms on your chest 
  • Use impolite body languages

Next, Let's see the exact step of things to do once the customer enters the shop

Greeting Steps

Steps to creating a great impression when the customer approach.

Once you and the customer are close, now you need to do something! Here are the things you need to do in sequence

That's why greeting is so important. So let's make these seconds count. It's either love at first sight or hate at first sight! Starting well really makes the rest of the journey easier. Here are the DOs and DON'Ts 

1. Smile and Get Closer

You should initiate the welcome to the customer.

  • Make eye-contact with the customer. Don't be shy. It shows respect
  • Smile. Let the customer knows that you are happy to service her
  • Walk closer to the customer. Keep the distance not more than 1 meter. If you are behind the front desk, stand up.

 

2. Wai (ไหว้)

“Wai” when the customer approaches you (or even better, approach the customer yourself). 

  • When you Wai, take it nice and slowly to show respect to the customer
  • Always Wai when the customer comes in, pay or give something, and leaves the shop

3. Greet

Greetings: Greet the customer. Always greet ladies first. Here are a few greeting words you can use

  • Good Morning (or Afternoon, Evening) Sir/Madam, How are you today?
  • Sawasdee ka, Welcome to Let’s Relax Spa.  How may I assist you today?
  • If you know the customer name, use their name. Example: Good Afternoon Mr. David...
  • Use your regular voice, not too soft or loud, and do not speak too fast.

4. Get the customer to be seated

Ask for the customer to take a seat at the reception table. If the table isn't available, use other tables instead. Follow this step

  • Point your hand to seat with full open hand
  • Say "Please take a seat first, sir/madam"

5. Asking for booking

Next, we need to know which type of customer she is so that we know the next action that we should do. Just ask:

  • Have you already made a booking beforehand sir/madam?

In the next section, we will identify each group of customer from the answer of this question

True or False: Greeting

True or False!

Before we move to the next section. Let's see if you have a good service mind from the start. Choose whether each sentence below should be true or false when you are greeting the customer.

  • You should initiate the greeting to the customer not wait for them to talk to you
  • You should wave to the customer to greet.
  • You should speak fast.
  • You should keep an eye contact while greeting the customer
  • If you know the customer name, greet the customer by Name
  • Greet gentlemen first
  • Use informal greeting such as Hello, Hi, How are you?, Morning, Good day man.
  • Use a voice that is too loud or too soft, instead of the regular tone while greeting

Walk-in or Booking Customer?

How the process depends on the type of customer

Once you greet the customer, the next steps to do depends on which type of customer that person is. 

Questions to ask to identify the type of customer

Booked or not?

  1. First, you need to know whether you have booked before... 
    • Ask:"Have you already made a booking beforehand sir/madam?"
  2. If the answer is "No", this customer is a walk-in customer. Follow the steps for Walk-in Customer in the next section
  3. If the answer is "Yes", this is a booked customer. You will need to find the source of booking. Follow the Online booking process course in the next sections to learn more. 


Process for walk-in customer

Spa menu recommendation

Let the customer choose the menu that is right for them. Just say something along the line of:

"This is our spa menu, sir. Please let me know which treatment or package you would like to have."

"What kind of treatment are you interested in, sir?"

Follow by a sentence to show that you are willing to help such as 

"Please let me know if you have other questions."

Menu knowledge is a must

Every reception must know and try to remember the details of each treatment and packages in order to be able to answer basic questions from customer. This includes:

- Treatment price

- Treatment duration

- Treatment description (What is it about), why is it special?

- Treatment benefit

Learn the treatment details in Treatments and Package courses HERE

Promotion Knowledge is also important

A Good receptionist should know popular promotions that Let's Relax is doing. Especially those that generate more sales. 

However, co-promotion that leads to discount should be informed when the customer asked about it only. No need to tell the customer beforehand

Upselling

A great reception would know how to upsell the customer to maximize the sales of the branch. For example, recommending Herbal Ball to Thai Massage treatments. Or Recommending customer to do Warm oil Massage or Hot stone massage instead of just Aromatherapy. 

Learn how to upsell HERE

Check Availability upon customer's selection (POS)

Checking the Availability in POS

After the customer has selected the massage that she wants. The reception then needs to check whether that massage is available. This should be done in POS. 

While checking, the receptionist should check the availability on the Free Therapist page in the POS and take into account the booking that is going to happen. Rooms and Therapist skill should also be considered, which makes the problem a little more complicated. The specific guide to checking the availability will be covered in the POS for receptionist course. 

Tips: It is even better if the receptionist knows the availability of each massage beforehand. So when the therapist is recommending the menu, she can inform the customer about the availability before he starts choosing his treatment. This reduces the time, which is very useful when the branch is busy. Tips: POS is the Point-of-Sale program that we use to collect customer order and many other things at each branch. You will hear more about it later. 

Once you know whether you are available or not

Once you finished the previous step, you will know whether the preferred customer message is available or not. Then you should follow the step accordingly. 

Available :)

Great news! Now, you just need to follow the steps of creating order in the POS. This will be explained briefly in the later section of this course. 

Not Available :(

Unlucky! But it's not the end of the world! Let's go to the next page to see what we can do if the preferred massage is not available.

If not available, offer these 5 options

Always say 'sorry' first with a little bit of explanation

Since the customer's request cannot be satisfied, we should express apology to the customer. It is nicer if you provide a short explanation of why you are not available right now. 

"I'm really sorry sir, from what I see, we are not available at this time because [reason]" 

Alternatives options when the requested treatment/package is not available

If his selected treatment or package is not available, here are the options you should offer the customer starting from #1 first.

1. Suggest other treatments or packages that are available now

While you are checking the availability in the POS, you should also look for other options that might be available right away. 

"However, [Treatment name] is available now, would you like to try this instead?"

2. Let the customer know when the preferred massage will be available

If the customer only wants the selected massage, you can let him know the next available time (also from the POS).

"I’m so sorry sir. If you prefer this package, the earliest you could do is 3 PM. May I know if that’s okay with you?"

Tips: If the available time is close (say less than 1 hour) the receptionist can offer this option first. This also depends whether your branch is close to other attractions that the customer could go to spend some time before coming back. 

ํIf the customer confirms, you should consider taking the deposit from the customer. Go to next page to understand how and when to take the deposit.

3. Offer other branch options

If your branch is close to other Let's Relax branch nearby. You could offer to check the availability of the nearby branch for the customer.

"If you do not mind going to other branches nearby, I can check the nearby branches for you, sir. Its only 5 minutes away by taxi"

4. Offering other days

If none of the above works, you could suggest booking other days now. 

"I'm really sorry that we could not serve you today sir. Do you want us to make a booking for later days?" 

If the customer want to book right away, you should take the deposit from the customer. Go to next page to understand how and when to take the deposit.

5. Inform the alternative way of booking in the future

Finally, if the customer doesn't want any of before, just let the customer know that they can also book online or by calling next time.

"I would recommend you to call us to book next time. You can book online from our website or you can call us with this number, sir. (Hand out cards). We do apologize for the inconvenience. Thank you for visiting us, sir."

Taking the Deposit

Why Take deposit?

Simple, we take a deposit to prevent the customer from booking and then not showing up.

When to take the deposit?

Always take a deposit when this 2 condition happens together

  1. When the customer wants to book a menu later (today or later days). 
  2. When the customer does not want to wait at the shop. 
Tips: Never charge the deposit to the customer if they are willing to wait in the shop.

How much money to take as a deposit?

The deposit amount is at receptionist's discretion. But should follow this guideline:

  • No more than the price of the booking itself. 
  • Significant value (Not 20 baht or 100 baht). About 50% of the booking value for a small group and about 25% for the large group.
  • Rounded amount, easy to take and remember such as 500 baht or 1000 baht. (Not 882 baht)

What to say to the customer

"Sir, in order to hold your booking, we would like to charge the deposit of ....... baht from you"

If the customer disagrees to give, then the booking cannot be made.

What to do when you receive the money

When you receive the deposit, you should..

  1.  put the deposit amount in the POS program. Go to swgpos.com > products > + Special > and fill in deposit (3-5) > Submit
  2. Fill in the daily booking sheet to prevent future booking clash

Process for booked customer

Identify the Source of booking

Identifying the source of booking:

If the customer has made a booking before, there are a few ways to match your customer with the booking in the system.

  1. If you remember that the customer has walked in to make a deposit before, this is a deposited customer. Simply ask for the name again to confirm with the deposit card in your drawer.
  2. Ask for booking confirmation letter
    • Ask: "May I have a confirmation email of your booking please?"
    • Once the customer presented his confirmation letter, you will know right away whether the customer is from an Agency or have made an Online booking via website. A confirmation can be on the phone or printed. In the confirmation email
    • If the customer said he doesn't have the confirmation email with him but stated the name and time that match your booking sheet, that is OK also. 
    • If the customer shows the confirmation letter but we cannot find it in our email or booking sheet, check if the customer has come to the correct branch. If correct, call the reservation team to check for its validity.
  3. If the customer said he called to the branch to book and therefore has no confirmation letter, then the customer is a Phone Booking Customer. 

Finally, don't forget to Confirm the booking

Once you have identified the customer, you should always confirm the booking to the customer to prevent misunderstanding. For example 

"May I reconfirm that you booked for Dream Package for 90 minutes at 11 AM. Is that correct, sir?"

What to do if we don't have the record of the customer

If the customer doesn't have confirmation letter or other evidence

In this case, it is most likely that the customer may be mistaken that he has booked the service before but actually has not. Nevertheless, you should help the customer investigate this error by first asking:

Ask: "Sir, may I know from which website or agency did you make your booking?"

Online Booking Customer

1. Apologize that you cannot see in the system. But say that without a confirmation of email or payment slip, it is not possible for us to serve.

2. Ask the customer to pay for a massage now if available

Example: "Sir, we are sorry to let you know that we cannot find your booking in our system, therefore, without a confirmation letter or an evidence of transfer, we cannot fulfill your request. However, we currently have availability for Thai Massage now if you wish to purchase it."

Tips: Study the online booking process course to familiarize yourself with the online booking process ;)

Agency Booking

1. Apologize that you cannot see in the system. But say that without a confirmation of email or payment slip, it is not possible for us to serve.

2. Let the customer contact his agency himself to verify the booking. 

3. If the mentioned booking is not valid, ask the customer to pay for a massage now if available

Update The Daily Booking Sheet

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The use of the daily booking sheet

Every branch has this booking sheet lying close to the hand of the receptionist. The sheet is filled every time there is a new booking of all sort (phone, online, agent, walk-in deposit).

This sheet is used by the receptionist to...

  • check whether the booking from the customer is valid as the reception can see customer source and name on the paper quickly
  • check the Therapist queue to prevent booking clash.
  • check to confirm with reservation team for reservation in the future


What to do if booking comes

Once you know where the customer is on the list, simply mark off the whole line on the booking sheet with a designated color for that status. In this case, you should mark off with Pink highlighter to show that customer has arrived.

Color Status for most branches:

White = Customer has not arrived, Pink = Customer arrived, Yellow = Cancel

Check if the booking is ready right away and start POS input

Make sure we are ready

Most of the time, the booking should be prepared for the customer. But during busy times, the therapist queue might be delayed. So it is best to check how long the customer has to wait

If ready

Let the customer knows that the therapist will be with him in a few minutes.

Say: "Our therapist will be with you shortly"


If the customer needs to wait

Apologize for the wait and Let the customer know how long he needs to wait a bit. 

Say: "I'm sorry for you inconvenience sir. Our therapist will be with you in about .... minutes. She is finishing up her last treatments and is preparing the room for you"

....Then you input in POS

Now, you just need to follow the steps of creating order in the POS. This will be explained briefly in the later section of this course. 

Tips: POS is the Point-of-Sale program that we use to collect customer order and many other things at each branch. You will hear more about it later.

Booking Policies

Late policy & actions

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Cancellation Policy

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Not sure of what to do?

Consult your fellow head receptionist or your manager about the situation. 

Special Things to do for each type of booking customer

Signing Discount Form

Get the customer to sign the discount form every time he receives a discount

Every time the customer receives a discount, may it be from a promotion, an agency, or online booking you should ask the customer to sign the discount form. This also applies to spa product sales bills.

"Would you please provide your information here to confirm the use of discount?"

Tips: The customer needs to sign the discount form for every bill. (1 form = 1 bill only)

Cases for discount form include:

Online Booking

For most treatments and package booked online, the customer receives 15% discount from the regular price.

Agency

We offer discounted price for agency. Therefore, all agency customers need to also sign the discount form in this case.

Promotion & Vouchers & FOC

All promotions that include discount also need to be signed by the customer. All discount vouchers and Free-of-charge customer as well.

Discount Form

This form is used for every source of booking.

The customer only needs to fill the top-left boxes. The receptionist fill in the rest after the customer has signed.

Consult your branch manager if you are not sure how to input.

How to fill the receptionist part of the discount form

  • Date of Charge = The date that the spa happens
  • RR. = Receptionist name who gave the discount
  • R. = Receptionist / Manager who review the discount
  • Quantity = Number of person or product item
  • Treatment List = Put the list of treatment the customers selected
  • Total = Full price of treatment before discount
  • Discount ....% = Put the percentage of discount and on the right, write the discounted amount
  • TOTAL AMOUNT = Price after discount (Total - Discount)
  • Therapist. = Therapist name included in this discount
  • No. of chart = Leave it for therapist name
  • Authorize by = [MOST IMPORTANT] Manager Signature

Agency-Specific Action

Some Agency requires the receptionist to follow those process so that the operation flows smoothly or as an evidence that the customer has really visit

Most frequent Agency actions

Agency Name Actions  
Klook Mark in the Klook System that the customer has arrived  
Thaidu    

To view all the Agency Discounts, conditions and agency-specific actions. Go to the POS Input Guide dashboard (password = POScheatsheet) or from this Dashboard

This is the board that you want to look for:

Promotion-Specific Actions

Similar to Agency-specific actions, some promotion requires the receptionist to follow the process to prevent misuse of the promotion and to collect more data from the customer.

Example of promotion actions:

Promotion Name Actions                              
Line Giftshop Mark in the Line Giftshop System that the coupon has been redeemed  
Air Asia Copy the boarding pass of the customer

 

To view all the Promotion conditions and its specific actions. Go to the POS Input Guide dashboard (password = POScheatsheet) or from this Dashboard

This is the board that you want to look for:

Massage Oil and Scrub

When to let the customer choose scrub, wrap, or massage oil?

Once the customer has decided to choose a certain treatment or package, he might have to choose the scrub, wrap, or massage oil that he prefers from the scrub tray at the receptionist table. Here is the list of treatments that use them:

Massage Oil

  • Aromatherapy oil massage
  • Warm oil massage
  • Hot stone massage

Scrub

  • Body Scrub

Wrap

  • Body Wrap

Scrub and Wrap flavors

Here are the scrub and wrap flavors for the customer to choose

Massage Oils

Here are the list of Massage Oil scents that the customer can choose

Let's Spot what is wrong with these scrub tray format

Tips: A great receptionist remembers all the scrub and massage oil scents AND their benefits

How should the customer try the scrub, wrap, or oil?

Just hand the whole tray to the customer, close to where he sat. Then the customer can choose to smell the scrubs or try it on his skin with the cotton buds.

For the massage oil, inform the customer to lift up the lid and smell the scent from the lid.

Once the customer has chosen...

Once the customer has chosen the massage oil. You will need to set up the oil basket for each therapist right away so you don't forget. Still, you need to remember which customer uses which oil or scrub tray.

The massage oil is usually organized behind the counter. Use one oil pack for one customer. For a customer with a large and somewhat hairy body, the receptionists can prepare 2 packs.

POS process after order is available and confirmed

What is the POS?

POS is the core program for every branch!

POS is a point of sales software developed by our own software team. It has many, many uses for all parties in the company. It works on Internet Browser (such as Google Chrome and Firefox) by going to https://swgpos.com. Normally, the receptionist should open the POS on the PC at the front desk all the time.

For front desk, here are a few things you need to learn how to do in POS:

  • Record sales of spa treatment
  • Record sales of spa products 
  • Print Coupon for Therapist 
  • Print Receipt 
  • Check availability of Free Therapist 
  • Check skill of Therapist
  • Record sales of cash card 
  • Set therapist ready / block therapist 
  • Check round for therapist 
  • Add temporary therapist 
  • Etc.

More on the POS course later

It would take a course to explain everything POS can do. In this course, we will just quickly walk you through a few important pages in the POS.

For the whole training on POS, please go to POS course.

Tips: POS knowledge and proficiency are the prerequisites to progressing in your career.

Sales Page

This is the Sale Page

“Sale” is used when you would like to: 

  • Record sale of treatment
  • Record sale of package

Let's learn what each button can do below

Calling the Therapist

"Khun Samorn and Khun Pracha Nuad Thai 2 kaa."

Once you know which therapist should come to do the massage, you can call them using the internal phone that links to the therapist room. Things you need to say when you call include

  • Therapist Name
  • Treatment Name and Duration
  • Other information that could be useful
    • Which therapists are together in the same room? 

Example:

"P'Samorn and P'Pracha Nuad Thai 2 together. Pa Amphai nuad Hot Stone Ka.

Be nice, call the therapist with Nong, Pee (sister), Khun, Pa, Mae whatever is appropriate for your branch. Avoid calling by name only.

Once the therapist receives the call, they will get ready, prepare their rooms, and come out to welcome the customer. 

Tips: If the therapist mentioned is not ready due to any reason, simply go to the POS sales page and call the next therapist in the queue using the "skip or deny" button. 

Cashier Page

Sale then Cashier

After you have Submitted the order in the Sale page, you go to this Cashier Page

“Cashier” is used when you would like to: 

  • See the sales order recorded 
  • Print Therapist Coupon
  • Print Receipt

Let's learn what each section of the cashier page can do..

Once you press the Print Receipt button..

Here are the components of the print receipt pages after you have selected the treatment and print the 'print receipt button'

Tips: It is important to double-check before you submit this page. A wrong input means that the manager or accounting team needs to come back and void later. You will also need to learn more about promotion, discounts, agents, and payment type before using this page.

After Payment done in POS

Handing out Spa App

What is spa app?

Spa app is an application on a Samsung Tablet that is used in most Let's Relax branches. Its goal is to help improve service to our customer and helps the company collect more data about our customers. 

When and how to use spa app?

Once the customer has confirmed the massage, you can prepare the spa app for him, and let him fill in the information. Once finished, the therapist should come to take the tablet and take the customer to the room. In the massage room, the therapist use the tablet to help time and communicate to the customer. Once the massage is finished, the customer gives rating to the therapist and the therapist bring the tablet back to the receptionist table. Please watch the video below to learn the whole process.

How to use the spa app?

Watch this 23-minute video to understand how to use spa app. 

You can view the full spa app manual here

A short instruction for the THERAPIST can be downloaded here

Rewards!

Every month, there will be reward draws for both therapists and receptionists, totalling more than 20000 THB! 

Tips: You can view your branch's spa app performance through the Spa App Dashboard

When NOT to use the spa app?

Quick answer is to NOT use spa app if it will cause a severe delay to the front desk service. Such as in these cases:

  • large group of customer comes in (10+ people)
  • there are booking back-to-back and the schedule will be delayed if there are more process

Keep learning to find the fastest way

There is the best way to speak so that the customer use the app. Each branch is different due to a different nature of customer. So keep trying to find the right sentence (selling point) that will convince the customer to do fill in his information to the app. 

Tips: The app development team is also always trying to speed up the process, so if you have any idea on how to make the app better, let us know by email to [email protected]


Providing Welcome Drink

Steps to say when you serve the customer has finished at the counter

After you have given the spa app tablet and all is done at the counter, simply find a table for the customer to sit and wait. 

  • Say: "Please take a seat, sir. Our therapist will be here with you shortly."

Serving the Welcome Drink

There are a few things you need to say here, under Let's Relax's standard.

  1. Introduce customer to the welcome drink when you are serving
    • Say: "Here is your welcome drink. This is Pandan tea. And refreshment towel, sir."
  2. Inquire the customer to use the toilet first
    • Say "If you would like to use the toilet first, you can go... [toilet direction]"
  3. If the customer finish the drink, ask the customer if he wants more drink or water.
    • Say: "Would you like to have more Pandan tea or water, sir?"
Tips: Don't forget that when you are approaching the customer who is sitting down, you have to kneel down. Always!

Here is the right and the wrong way to prepare the welcome drink:

WRONG! 

There is no flower for each set. Cannot have a separate flower like this!

WRONG!

1 Set for 1 person only. Not 3 in 1!

WRONG!

Oh no..

WRONG!

1 set should be presented on one plate. Not a separate plate.

CORRECT!

1 set includes 1 glass of pandan tea, hand towel, and orchid flower. If 5 guests come, simply provide 5 sets of this welcome drink.

Tips: 

Who should prepare the welcome drink?

Preparing the welcome drink set is the receptionists' task. Not the maid, although the maid can also assist.

Where to get the welcome drink

The welcome drink set can be set up in the pantry near the lobby. 

Taking the customer to the next step

The Therapist will arrive

The therapist will arrive at the lobby. Here are a few things you need to do:

  1. In case of oil massage, you will have to remember which oil set is for each customer, so you can tell the therapist correctly.
  2. Inform the therapist again who her customer is
    • Avoid pointing hands to the customer. Describe the customer instead
      Tips: The therapist can also check her name by looking at the customer's spa app tablet. 
  3. Tell the customer to follow the therapist
    • Say: "Sir, the therapist will take you to [the room/wash your feet], please follow her this way"


Example of real conversation with the customer

For Walk-in Customers:

For Walk-in Customers: 

When guests walk into your branch, the guest should be acknowledged with eye contact and smile within 10 feet. After that, a polite greeting, “Sawasdee ka” and “Wai” to be made within 5 feet. 

Sample of Conversation: 

Reception:    Sawasdee ka. (and wai). How may I help you today, sir? (Hand a treatment menu to guests when they are in the reaching distance.

Guest:             Yes. Can you suggest me something?

Reception:    Certainly, sir. May I know which one are you interested in? Only massage or SPA, sir?

Guest:             What is the difference?

Reception:    For spa, it is more for relaxing but for normal massage, it is more for releasing tension in your muscle, sir.

Guest:             What is Body and Soul?

Reception:    It is a spa package which combines 1 hour of Aroma Oil Therapy and 1 hour of Body Scrub or                            Body Wrap at your choice, sir.

Guest:             How much is it?

Reception:    It is 2,300 Baht, sir. Would you like to have this treatment now, sir?

Guest:             Yes. For 2 people.

Reception:    One moment please. Let me check availability for you.

Guest:             OK.

Reception:    OK, sir, Body and Soul is available. Total is 4,600 Baht. How would you like to pay, sir?

Guest:             How many options do you have?

Reception:    We accept cash, credit card, AliPay and WeChat, sir.

Guest:             I want to pay in cash. How much is it in USD?

Reception:    I’m sorry, sir. You can only pay in Thai Baht.

Guest:             OK, fine. Here you go.

Reception:    Thank you sir. (Wai when the guest hands in cash or a credit card)

Reception:    Could you wait for the therapists around 10 minutes? They are now preparing the room for you, sir.

Reception:    Here is Pandan juice for your welcome drink, sir. (kneel down 3 feet away from the guest and slowly move towards customers)

Guest:             Oh, thank you. What is Pandan?

Reception:    It’s a kind of Thai herb, sir. But it’s quite sweet.

Reception:    Excuse me, sir. The therapists for Body & Soul are ready. Their names are Pornrat and Malai. They will be your therapists today. Have a good time, sir.

For Customers who have made a Reservation

For Customers who have made a reservation: 

When guests walk into your branch, the guest should be acknowledged with eye contact and smile within 10 feet. After that, a polite greeting, “Sawasdee ka” and “Wai” to be made within 5 feet. 

Sample of Conversation: 

Reception:    Sawasdee ka. (and wai). How may I help you today, sir? (Hand a treatment menu to guests when they are in the reaching distance.

Guest:             Yes. Can you suggest me something?

Reception:    Certainly, sir. May I know which one are you interested in? Only massage or SPA, sir?

Guest:             What is the difference?

Reception:    For spa, it is more for relaxing but for normal massage, it is more for releasing tension in your muscle, sir.

Guest:             What is Body and Soul?

Reception:    It is a spa package which combines 1 hour of Aroma Oil Therapy and 1 hour of Body Scrub or Body Wrap at your choice, sir.

Guest:             How much is it?

Reception:    It is 2,300 Baht, sir. Would you like to have this treatment now, sir?

Guest:             Yes. For 2 people.

Reception:    One moment please. Let me check availability for you.

Guest:             OK.

Reception:    OK, sir, Body and Soul is available. Total is 4,600 Baht. How would you like to pay, sir?

Guest:             How many options do you have?

Reception:    We accept cash, credit card, AliPay and WeChat, sir.

Guest:             I want to pay in cash. How much is it in USD?

Reception:    I’m sorry, sir. We only accept cash in Thai Baht.

Guest:             OK, fine. Here you go.

Reception:    Thank you sir. (Wai when the guest hands in cash or a credit card)

Reception:    Could you wait for the therapists around 10 minutes? They are now preparing the room for you, sir.

Reception:    Here is Pandan juice for your welcome drink, sir. (kneel down 3 feet away from the guest and slowly move towards customers)

Guest:             Oh, thank you. What is Pandan?

Reception:    It’s a kind of Thai herb, sir. But it’s quite sweet.

Reception:    Excuse me, sir. The therapists for Body & Soul are ready. Their names are Pornrat and Malai. They will be your therapists today. Have a good time, sir.