Spa Reservation and Reception Experience

Reservation

We called JQ spa with the aim of clearing our doubts and making of reservation.

During the call, the spa receptionist was rushing us into making our reservations despite us telling her that we would like to ask a few questions beforehand. However, she did eventually welcome our questions and answered them patiently.

Through the conversation, we felt that the spa receptionist was familiar with their products, and was able to recommend and advise us with the types of massages that we can do as some of us have sensitive skin issues. In terms of language proficiency, the staffs were able to speak fluent Chinese since most of them came from China. However, not all the staffs are comfortable in communicating in English.

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Spa Visit

“Have you made an appointment?”
We were greeted by the spa receptionist upon arrival at the spa.

Despite the fact that we have made a reservation with the spa, the receptionist did not acknowledge our reservation and straightaway asked us to fill up the “log-in” book.
We feel that she should make an effort to cross-check and double confirm with us, for example
“Ms Goh, Reservation for 4 people?”

Time to sign in ! 

The spa receptionist was quite rude when attending us. She showed us the “annoyed” face when being asked questions and started to get irritated when she was unable to clear our doubts.

Moreover, she even answered a call while attending to us. We were left dumbfounded when being interrupted abruptly and rudely. This unacceptable behavior was unfortunately repeated thrice and we were quite upset about it.

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Upon payment, we requested for receipts to be issued. However, we were told that it would only be given after our massage.

By the end of the session, the spa receptionist who attended to us before had totally forgotten about it. We have to request it once again from another receptionist who was new to the place. She was not well-trained and equipped with the necessary knowledge of the cashiering system and thus, took quite a long time to issue the receipt. However, she felt bad to keep us waiting and kept apologizing.

Therefore, we feel that there should be a Standard Operating Procedure in the spa, whereby all the staffs will be trained in all areas and provide a standard service to all customers.

Receipts

After the spa visit, we realized that there were some inconsistencies in terms of recommending the signature treatment.

For example, when we called to make a reservation and enquire on their signature treatment, the staff told us that rejuvenation therapy was their most popular massage. However during our spa visit, another staff mentioned that the Chinese-style, Swedish and Aroma Oil Massages are the most popular treatments instead.

We felt that they should have a standardized signature treatment and introduce it to all customers.
Standardization and Consistency !

Types of oils used 

In addition, some of the staffs were unsure about their products.
For example, when we asked for the types of oils used for aroma oil massage, the spa receptionist was able to mention that the commonly used oil is lavender oil.

On the other hand, during our phone call, the spa receptionist simply mentioned ‘normal oil’ without any further explanation. She was unable to describe and elaborate further.

However, she did suggest and recommend us to opt for sports massage that does not require any oil, giving us another alternative that is safer for guests who have sensitive skin.