Guest Engagement 101
Master the art of welcoming guests as if they're coming into your home, from check-in protocols to handling concerns with grace, retail recommendations, and creating unforgettable spa journeys.
Guests Are in Our Home
Providing exceptional guest service is akin to welcoming guests into your home. The personalized care, attention to detail, and genuine hospitality that define exceptional service are much like the warmth and attentiveness you'd extend to guests in your own home.
When we implement a standardized check-in and check-out procedure, we achieve seven critical outcomes:
The Check-In Process
Greet guests by standing up from the chair and offering a warm and genuine welcome, like you would welcome guests into your home with a smile and open arms. If two associates are behind the desk, having both associates stand is a simple gesture that shows we are all happy to see our guests.
Warm Welcome Script Prompts:
Incorporate appointment notes into your welcome. If notes are captured in the appointment, bring them into conversation naturally:
A structured check-in streamlines guest flow and sets up their experience for success. Here's the process:
- Confirm all intake forms are completed. "I'm just going to confirm that we have all of your intake forms completed before I get you checked in." Make sure you're looking at all forms for all services. If a guest has more than one service booked, check for forms attached to each one.
- If guest needs to complete forms: "Okay Rebecca, it looks like we have 2 intake forms that we need you to fill out. The first is your CBD consent form and the second is your massage intake form. Once you've completed both of these you can bring the iPad back up to the front desk and we will get you checked in!"
- If specialty service, prepare accoutrements while they fill out forms. "Rebecca, your Higher Realm massage comes with 2 CBD gummies, would you like both right now or 1 for now and 1 for later?" OR "You are scheduled for The Alchemist facial today, which is our probiotic facial. Would you like your shot of kombucha before or after your facial?"
- Check guest in once forms are complete. When they bring the iPad back, submit their intake forms and officially check them in to the system.
At PALOMA, "small talk" is done with intention and purpose. We actively engage with guests to understand their needs and preferences.
For New Guests, ask:
For Existing Guests, ask:
We anticipate and attend to guest needs with proactive support, similar to how you would care for guests in your home.
- Offer water and restroom reminder: "Rebecca, would you like a glass of strawberry lemon infused water? If you need to use the restroom before your service begins, it's the third door on the left down the main hallway."
- Make genuine conversation. Ask if it's their first time, how they heard about us, where they're from, what types of massages they normally get. Make it fun and personable!
- If therapist match feels off (privately coach the therapist): If you sense the guest might not be booked with the therapist who will best support them, keep this conversation private from the guest. Encourage them to be detailed in their intake process, then pop into the break room and share your conversation with the therapist before the appointment starts.
- If they're doing a spa journey: Share how excited you are for them to be scheduled for two services, and pop into the break room to make sure the Coordinator remembers the journey tote.
- If they mention a gift card: Try to get that information before they go into their appointment so there are no surprises at checkout.
Small moments create magic. Look for opportunities to delight:
The Warm Goodbye (Check-Out)
After the session, it's time to honor what they've experienced and invite them to continue their journey with PALOMA. Follow this sequence:
- Confirm intake forms are complete and review Service Provider recommendations. "Patrick mentioned that you would really benefit from the Vertly's CBD Epsom soak to help with muscle recovery. Were you interested in checking that out today?"
- Share Service Provider recommendations for next visit. Use this conversation to lead into prebooking: "It looks like Meka would like to see you back in 4-6 weeks for a Higher Realm massage. Can I go ahead and get you set up for this?"
- Process payment and ask about gratuity. "Your total today is $112.55. Would you like to leave a gratuity for Akasha?"
- Proceed with checkout. Let them know we'll email a copy of their receipt and confirm we have an accurate email on file.
Check-Out Script Prompts:
If you sense an unhappy guest: "Did you experience any challenges or opportunities for improvement that we should be aware of? I am happy to grab our Manager so you can share your feedback."
When a Service Provider Is Running Late
Delays happen — a service runs long, a room needs extra time to reset, or a provider is still wrapping up with a previous guest. When this occurs, the Experience Guide is the guest's anchor. Your calm, warm presence is what keeps a small delay from ever feeling like a problem.
The goal: The guest should never feel forgotten, rushed, or uncertain. By the time they walk into their treatment room, the wait should already feel like part of the experience.
- Acknowledge the delay immediately and reassure the guest. Approach the guest calmly as soon as you know there's a delay — don't wait for them to wonder what's happening. Be warm, direct, and confident. The most important thing to convey is that their service time will not be affected.
- Offer a beverage or CBD gummy. Once you've acknowledged the wait, offer something to make it feel intentional. This small gesture signals care and helps the guest settle in rather than feel inconvenienced.
- Stay with the guest and keep them company. Don't leave a waiting guest alone. Engage them lightly — ask about their day, mention something about the space or a retail item nearby, or simply be a calm, pleasant presence. You're the host. Act like it.
- Watch for the provider to come out of their previous service. Keep one eye on the treatment hallway. The moment you see the provider emerge from their room, move quickly and discreetly.
- Go directly to the breakroom and brief the provider. Let them know you've been keeping the guest company, how long the guest has been waiting, and — most importantly — that you've assured the guest they will receive their full service time. The provider needs this information before they pick the guest up.
Script for the Guest:
Script for the Provider (in the breakroom):
Remember: Never make the guest feel like the delay is a problem — because with you handling it the right way, it isn't. A well-managed wait often leaves guests more impressed than if everything had gone perfectly on schedule.
Guest Complaint Process
When a guest shares feedback about a challenging experience, it's an opportunity to demonstrate our values. Follow this seven-step process:
- Listen Actively: When guests express concerns, listen attentively and let them fully express their feelings without interruption. Analyze the feedback and identify any areas for improvement in our services or procedures.
- Empathize & Apologize: Show empathy for the guest's experience and offer a genuine apology for any inconvenience. NOTE: If a guest is claiming harm or injury, do NOT apologize or accept blame. Instead, listen, take detailed notes, escalate to a manager, and inform the guest that the GM will contact them within 48 hours.
- Gather Details: Ask the guest to provide specific details about their experience to gain thorough understanding of the issues they encountered. Reference the complaint guide scripts to help guide this conversation.
- Resolve the Issue: Based on the guest's feedback, take immediate steps to address the issue, whether it involves rectifying a service-related problem or finding an alternative solution. Remember: Guests don't always expect compensation. Sometimes they just want to be heard.
- Follow-Up Consideration: After addressing the immediate issue, consider if follow-up is necessary to ensure the guest's satisfaction or provide additional support.
- Document Feedback: Note the guest's feedback in Zenoti's issue and resolution log, document the steps taken to address the issue, and capture any other pertinent information for future reference and improvement.
- Analyzing & Improvement: Use the feedback received to identify any areas of improvement in services or procedures. Provide a recap to leadership in the Leadership Sling message board.
Using this point system, you can assign points based on the specific issues raised and determine appropriate resolution:
| Issue Type | Points | Description |
|---|---|---|
| Unsatisfactory Service | 10 pts | Service didn't meet expectations regarding quality, technique, or results |
| Service Time Shortage | 8 pts | Guest massage or service was cut short by a few minutes |
| Appointment Delays | 5 pts | Long waiting times or delays in scheduled appointments |
| Staff Interaction | 8 pts | Interactions with team perceived as unfriendly, unprofessional, or unhelpful |
| Noise or Disruptions | 5 pts | External noise or disruptions affecting guest relaxation |
| Billing or Payment Issues | 3 pts | Discrepancies or errors in billing or gift certificate handling |
| Cleanliness Concerns | 8 pts | Environment or treatment rooms not maintained to high standard |
Based on total points, here's how to address the guest's concern:
| Points | Resolution |
|---|---|
| 18+ pts | Rebook for appointment re-do and comp the follow-up service |
| 10-17 pts | Comp 30-minute upgrade to 60-minute massage (weekday bookings only) |
| 6-9 pts | Comp sauna session with next massage booking |
| <5 pts | Thank for feedback, note in profile, surprise with gummies |
A guest checks out and mentions their massage "wasn't relaxing — the therapist kept talking the whole time." They're not angry, just disappointed. This is their second visit. How do you respond?
How would you handle this?
Discounts & Waiving Fees Policy
At PALOMA, we want to provide thoughtful moments of care to our guests. However, discounts and fee waivers must be strategic and authorized. As an Experience Guide, you have permission for some complimentary offerings. Managers have broader authorization.
You May Offer These Without Manager Approval:
- Discounts noted at booking: If a note is captured in the appointment booking sharing a discount, honor it
- Mindful Moments: Small crystals for birthdays or monumental occasions (from the mindful crystal kit)
- Beverages: Kombucha, champagne, CBD gummies
- Infrared Sauna: A complimentary infrared sauna session
- Lymphatic Packages: Prorate the first visit if the guest returns and purchases a package
You Cannot Approve These:
- Late cancellations and no-shows
- Unhappy with experience (unsatisfactory service, poor client match, service time shortage, delayed start)
- Discounting or giving retail products
- Moving an appointment
- Waiving fees or providing excessive discounts
Important: Only Managers are authorized to approve discounts on an invoice.
Why This Matters: Excessive discounting devalues our offerings and erodes perceived quality. It impacts financial sustainability and our ability to maintain service excellence and invest in our team.
Late Cancellation Script:
If Guest Pushes Back:
When a Guest is Unhappy:
A guest pushes back on a late cancellation fee, saying "I've been coming here for years — can't you just waive it this once?" They're getting frustrated. What do you say?
How would you handle this?
Never offer a discount or waiver on the spot. Offer to connect them with a manager. You can also offer an in-bounds gesture like a crystal or complimentary tea while they wait for follow-up.
The Dome: Enhancing the Guest Experience
The Dome is one of PALOMA's most special spaces — designed to create a sense of calm, presence, and quiet anticipation. When used thoughtfully, it can elevate the guest experience far beyond a typical waiting area.
For guests arriving early, waiting between services, or lingering after an appointment, the Dome can serve as a serene retreat. It is especially ideal for couples, small groups, or individual guests who may benefit from a more private and intentional space. If the lobby becomes crowded — or if a guest would appreciate a more elevated, VIP-style experience — team members are encouraged to warmly escort them to the Dome.
Before inviting guests into the space, ensure the Dome is prepared:
- Set the Dome in the seated position
- Turn on soft, ambient music
- Light candles or incense to create a calming sensory environment
This small gesture transforms waiting time into part of the PALOMA ritual — allowing guests to settle their nervous system and arrive more fully into their experience.
⚠️ Please note: The Dome is not available for guest seating when it is reserved for a private event or scheduled workshop. Always check the day's schedule before offering the space.
Spa Journeys & Group Appointments
Spa Journey guests are our VIPs. They've committed to a full experience — often celebrating a milestone, healing alongside a loved one, or investing in something deeply meaningful. From the moment they walk through the door, everything should feel intentional, elevated, and effortless.
Every spa journey has a dedicated host. One Experience Guide is assigned as the journey host for the duration of the appointment. This person is responsible for the guest's full arc — arrival through farewell — and checks in at every transition. The guest should never have to wonder what's next, where to go, or who to ask. Their host anticipates it.
Because spa journeys involve back-to-back appointments, you must always have a Plan B, C, and D. If a provider runs over, if a friend is joining mid-journey, if a room isn't flipped in time — you need to be ready to pivot without the guest ever feeling the friction. Think through every possible delay before the guest arrives, and know exactly what you'll do if it happens.
- Assign the journey host — designate one Experience Guide as the dedicated point person for this guest's entire visit before they arrive
- Confirm all bookings on DAAG and Zenoti — verify every provider, room, and transition time in sequence
- Prep journey-specific beverages (Cacao drink, Kombucha, CBD seltzer, etc.)
- Ensure robes and slippers in correct sizes are ready
- Prepare transition bags and label them clearly
- Set parting gifts (packaged and tagged) at the front
- Coordinate any Dome setup if applicable
- Map out your contingency plan. Walk through the full journey timeline and ask: what happens if Provider 1 runs over? What if the room isn't ready for the transition? What if a friend is joining and their timing shifts? Have a Plan B, C, and D ready before the guest walks in — not after
- Warm Welcome — VIP level. The journey host greets the guest by name the moment they walk in. Rise, smile, make them feel like you've been looking forward to their arrival — because you have
- Introduce yourself as their host for the experience: "I'm [Name] and I'll be taking care of you throughout your journey today. If you need anything at any point, I'm your person."
- Offer Beverage: Serve the journey-specific beverage immediately (Cacao for Fire Within, Kombucha for Nourish Within, etc.) — this signals to the guest that the experience has already begun
- Guide to Comfort: Escort the guest to the arch nook, ensure they're settled and comfortable before their first service begins
- Communicate Timing: Notify all Service Providers that the guest has arrived and share any special notes from check-in
- Confirm Hand-Offs: Verify the full transition sequence with every provider — who picks up the guest when, in what order, and from where. For group appointments, confirm all therapists are aligned on simultaneous pick-up timing
The journey host checks in at every transition — not just when something goes wrong. These touchpoints are what make a spa journey feel like a true VIP experience.
- Be present at every transition. The journey host should be waiting when the guest emerges from each service — not scrambling to find them
- Offer water, a moment to breathe, and a warm word before walking them to their next provider
- Keep the vestibule clean and water cups full throughout — the space reflects the experience
- Check in with each provider mid-journey: are they on time? Do they need anything? Is there anything the host should know before the next transition?
- For group appointments — check on all guests, not just one. If friends are experiencing the journey together, they should feel equally attended to
- Communicate any timing changes immediately — to providers, to guests, and to the rest of the team
Back-to-back appointments mean back-to-back opportunities for things to shift. The guest should never feel the friction — but you need to be ready for it.
If a provider is running over: The journey host intercepts the guest before they stand in the hallway wondering what's happening. Offer a beverage, escort them back to the nook or the Dome if available, and let them know their next provider will be with them in just a few minutes. Their full service time is protected — communicate this clearly and calmly.
If a friend is joining the journey: Know in advance. Their timing, their services, and their transitions need to be mapped alongside the primary guest. Greet the friend with the same VIP energy — they are part of this experience, not an add-on.
If a room isn't ready for a transition: Never let the guest wait in a hallway. Have a holding space ready — the arch nook, the Dome, the vestibule — and fill the time intentionally. A crystal hallway walk, a fresh beverage, a quiet moment. The best journeys are ones where the guest never knew anything shifted.
- Deliver journey-specific parting gift (examples below)
- Serve final beverage if included
- Invite guests to book their next experience
- Offer to take a photo of them in the space
| Journey Name | Key Preparation | Parting Gift |
|---|---|---|
| Fire Within | Cacao drink prepped for arrival | To-go cacao packet or mini fire cider + Mookaite crystal |
| Nourish Within | Kombucha offered at check-in | Wild Emry shower steamer + Labradorite or Opalite crystal |
| Deep Within | CBD seltzer ready for check-in; CBD gummies on arrival | — |
| The Foundation | Sound bath coordination pre-arrival | Mindful snack + Onyx crystal |
| The Revival | Sound bath set-up; mindful snack ready | Onyx crystal |
| The Metamorphosis | Kombucha, Sound Bath, Aura Photography, Meal coordinated | Onyx crystal |
Retail Guest Engagement
The retail journey is a dance of five movements: greet with intention, remain attentive, listen deeply, engage through story, and offer follow-up.
- Greet with an open-ended question to understand their needs and inspire curiosity
- Remain attentive. Linger in retail space, tidy up, fill shelves, and make yourself accessible without hovering
- Encourage sampling. Let them try products on their skin, experience textures and scents
- Engage through stories. Share personal product stories and how things fit into ritual
- Offer follow-up. Let them know you're nearby if they have questions
Personal stories create connection. Share how these products fit into your life:
These six categories help organize your recommendations:
If you're feeling stuck, these seven manager tips can reset your energy:
"Let's revisit why we carry these products — they're an extension of the guest's wellness journey. What's one item you genuinely love and could speak to today?" When you believe in the value of what you're offering, it never feels like a 'sell.' It feels like service.
"Ask more questions. 'What brought you in today?' or 'Are there any rituals you're hoping to build at home?' opens the door to meaningful recommendations. Instead of leading with a product, lead with a feeling: 'Would you like something to support how you're feeling post-treatment?'"
"Let's pick 1–2 products today that you can highlight naturally. Share your honest experience and how you use it in your own routine. When in doubt, try this line: 'Can I show you what our team can't stop using right now?' It invites curiosity."
"Guests often want guidance on what comes next — tie the product into their service. For example: 'This is the oil your therapist used today — it helps extend the benefits at home.'"
"Watch guest body language — are they pausing near something? That's your cue. Would you like to do a quick role-play together? It helps shake off pressure and reconnect to your natural flow."
"Let's set a small, focused goal: connect with 2 guests before they check out and offer a product demo, spritz, or quick story. Keep it easy and genuine."
"If you're not feeling confident recommending something, let's tag in someone else. We're a team — and sometimes a different voice can make the difference."
Key Takeaways
Review the questions for your role before moving on. If you can answer all of them confidently, you're ready for Module 4.
For Experience Guides
Before you move on, make sure you can answer:
- What are the steps for checking a guest in — from warm welcome through handing them off to their provider?
- How do you handle incomplete intake forms at check-in?
- What do you say to a guest when their service provider is running late, and what do you do the moment you see the provider come out?
- When is it appropriate to offer a guest the Dome, and what must you check before doing so?
- What are the five movements of the retail engagement journey?
- Walk through the check-out sequence — what happens at each step from reviewing the recommendation form to closing the transaction?
- What are the seven steps for handling a guest complaint, and what does the points system determine?
- What is considered "in bounds" for Experience Guides to offer a guest without manager approval?
- When should you use the late cancellation script, and what do you say if a guest pushes back on the fee?
- What makes a Spa Journey different from a standard appointment, and what does the EG need to prepare in advance?
For Service Providers
Before you move on, make sure you can answer:
- What do you review before entering the lobby to greet your guest, and what spa etiquette reminders do you share before entering the hallway?
- What are the four intake steps in the consultation — and how does the conversation differ when a guest has a transition service?
- What is the sample script for the transition bag, and when should you repeat it?
- Name three prompt questions you ask before the massage and two you use during the session to check in with the guest.
- If a guest says they prefer deep pressure but is booked for a Swedish massage, what do you say?
- What goes on the front and back of the Wellness Recommendation Form, and what should every form include at minimum?
- What does SOAP stand for, and what belongs in each field? Give an example for each.
- Why is offering water at the close of every session especially important for deep tissue, lymphatic, and sauna guests?
Up Next: Module 4 dives deep into our service offerings — massage modalities, facial treatments, specialty services, and the wellness experiences that define PALOMA's healing modality.