The word etiquette as defined in Webster's Dictionary means: "Conventional code of social behavior", but what is the conventional code of spa behavior? And how does one learn this code of behavior if you are a first time spa goer or a new employee at a spa? We all know what to expect when we receive an invitation to a formal dinner party. The invitation gives the time, place, requests an RSVP and denotes that the party is black tie. We will expect to use a different utensil for each course, a different glass for each wine and water, and we know what to wear and how to behave.
If we have never attended a gold service dinner before we have the security of observation on our side--simply follow the lead of everyone else at the table, especially when it comes to soup! But this is not possible in a spa since treatment rooms are private. For example, though a recent dinner invitation clearly stated black tie, a spa gift certificate did not say "no clothes!" Sadly, there are many first-time spa experiences on behalf of guests whereby the man kept his T-shirt and shorts on throughout a massage … the treatment on behalf of a physically challenged guest was changed because the therapist thought the service requested would be too difficult to perform, just to name a couple of examples.
Here are some pointers for both the spa guest and the spa operator/therapist:
What is spa etiquette?
…. is giving each and every client 100% of total attention, showing them that you honestly care and perform spa services that truly benefit them. Considering the spa experience, the staff should know to: *give a warm greeting * explain the service and procedure * use the proper utensils and personalized products during the service * adhere to required draping techniques * close with questions, answers and home routine recommendations * assist with coats and clothing * send a thank you note.
Complete ambiance
…. conveys and requires complete ambiance with stellar guest service. Here is an example: candles, essence of lavender diffused in order to add to the tranquil atmosphere. Guests are escorted to their locker rooms and enveloped by the staff in luscious robes. Water and juices are served in crystal glasses with a napkin upon a silver tray. Two sets of china are kept in some spas … one for regular use while the other is for special package guests. Spa assistants carry out the fastidious spa etiquette via gentle questions and suggestions prior to and during a guests' service so that the guest knows exactly what to expect upon arrival and during the visit in the spa.
What is client etiquette?
As a spa guest you are expected to:
Arrive on time or early for your appointment, to enjoy the facility.
Generally, undress completely for body services, your therapist will keep your body draped in dry services and only expose area to be worked upon, however in wet services such as body scrubs, body wraps and hydrotherapies you will not be draped in order to reap maximum benefits. (Swimsuits are optional in some of these services).
Allow the therapist to perform a service as reserved and timed.
Give the therapist feedback as to your comfort and special troubled areas.
Relax … that's generally why you are in the spa.
Enjoy, benefit and allow others to "do for you".
Know that you are in a professional spa therapy operations and do not expect anything other than therapeutic or spa services.
Know that you may be silent or quietly talkative.
Share public space respectfully with other spa goers.
Do not bring children and leave them unattended, this is very disruptive to other spa goers and unsafe for children.
Know if gratuities are included or not and be prepared according to your experience and desire to tip or not.
Relax, yet respect that the room must be prepared and used for the next client; so know that you must vacate treatment room upon completion of service within a reasonable amount of time.
Give honest feedback to the therapist, owner, receptionist, etc., as operation personnel cares to know if your spa experiences was as expected.
Tipping
As in all services-related businesses it is common practice to tip the person who has done a good job to the satisfaction of the customer. The rule of thumb in day spas is 10%-15% of the cost of service, or about $10.00 to $15.00 for a one hour treatment. Spas usually provide an envelope at the front desk when checking out for you to place the gratuity into it with the therapist's name. You do not have to carry money around with you and worry about this while enjoying the spa facilities. Note: Some spas will include tips in their package prices ... this is common practice at Destination Spas that offer complete spa packages. Be sure to read the fine print.
Unacceptable behavior
What client behavior would be considered bad manners? When should a guest be removed from the spa?
Lewd behavior
Inebriated
Demeaning and abusive behavior toward receptionists or therapists.
Guest insisting upon services without an appointment when spa is fully booked.
Such behavior does not conform to spa etiquette, but even with such behavior it is important to first fix the person and then the problem. This is a service industry and as such, the motto remains, "customer first." In the above situations, advocate addressing the situation with respect and an agreeable outcome. Remember, its not the one client that needs to be "managed" that is lost, it is the 10 others that they complain to about their experience that are then lost too. Word of mouth is powerful.
Offensive staff conduct
What about staff etiquette? What in the professional opinion is a probationary or firing offense within a spa regarding spa etiquette?
Blatant discrimination such as refusing to give a service to a guest because someone is physically challenged or overweight, or because of medical history listed on client card.
Switching guests from one therapist's docket to another because the therapist doesn't want that particular guest for whatever reason or does want them (often because they know that the guest is a big tipper).
Saying the spa is booked because a therapist wants to go home early!
Pointing out to a guest that gratuities are not included or simply asking for a tip.
Poor personal hygiene-unkempt appearance, body odor, poor dental care, etc.
Personalizing services so that they do not conform to established spa standards and, as a result, causes dissension among guests.
Discussions or comments about employment, staff and spa operation that are negative (either with guests or co-workers)
Continued overuse of product and supplies thus differing guest services as well as drastically affecting bottom line expenses to revenues on behalf of the spa.
The spa operator, director or owner will learn of these things from witnesses, guest complaints or co-workers' reports. Just as one is schooled in proper table manners, constant training and emphasizing protocol from a spa service point of view is vital to the success of the day spa industry.
Clients' education
How do you accomplish this on behalf of staff and guests? Guests must be educated as to how they may benefit from their spa experience and what to expect. This can be done either with literature or over the telephone as they make their appointment. Suggestion: always (gently) inquire as to whether or not this is their first spa appointment and if so, would they like to receive a "guest journey journal" or information about services prior to arrival.
Here is an example: A spa derives great pleasure in serving their guests a healthy dose of education as well as special touches throughout a clients' visit. Upon entering the spa and being greeted by the receptionist, the client is introduced to the staff who shake the clients' hand and immediately tour the spa, explain their spa "menu" of the day as well as what to expect, how to prepare and what to wear (or not wear). All treatments begin with a special touch - a scalp massage. Clients are encouraged to share their personal quest so that the spa may adjust future treatments and schedules accordingly.
Upon completion clients are always escorted to the door, thanked for their visit and receive educational literature on all of the spas programs.
Do a "test-run"
It is imperative that each and every staff member goes through a typical spa guest journey as well as counseling and training on behalf of the operations defined and expected spa etiquette. Do not assume that clients or staff know what to expect, how to act, or what to do. Here is an example: every single need a client might have and what the experience should be prior to opening the spa component to their chiropractic health center, Management thought of in advance. The training of staff in spa etiquette involves scripts and actual patient experiences. They are even taught how to close a conversation and appointments with patients. The spa believes it is the responsibility of every spa owner to assume that everyone (staff and clients) are new and uninformed as to the spa experience.
Lead by example, train in detail. Guests and staff will follow with impeccable manners.
Adapted from an article by Monica Tuma Brown, a spa professional for over 17 years involved in the development of spa products, programs and education.
  Massage Therapy To receive maximum benefit and relaxation from a massage …
Arrive a few minutes early. Prior to your massage you will receive a robe to change into. Most people prefer to remove all clothing and jewelry. During your massage, your therapist keeps your entire body draped and only undrapes that portion that is being massaged. If you feel more comfortable leaving your undergarments on, that's fine too.
Once you are with your therapist you will be asked certain questions, such as whether there is anything you like to convey he/she should be aware of. Feel free to express your needs so as to receive specific attention to tense or trouble spots. Your therapist will ask you a few questions to ascertain the most optimum treatment for your sessions.
Relax, this is your time and time for your body (and your mind) to release the worries and stresses of the day. Deep breathing and closing of your eyes will assist in your complete relaxation.
Let your therapist know if you are comfortable or uncomfortable, too warm or too cold or if the massage pressure is too light or too intense.
Trust your massage therapist to move your limbs in whatever position is necessary for and during the massage.
Enjoy the massage and know that you are doing something very good for your body and your mind. You deserve this healthy interlude.
What can it do for you? How often should you have a massage? Massage therapy increases circulation, thus is nourishing to the entire body. Massage also promotes the release of by-products such as lactic acid, which is one of the causes of stiff and sore muscles. We recommend one weekly massage for health maintenance and to counteract the effects of daily stress. Facial To receive maximum benefit and relaxation from a facial …
Arrive a few minutes early to allow time to change into a robe (remove all clothing and jewelry from your upper body) and to fill out a client history card. The skin care information allows your esthetician to determine the best spa treatment and home recommendation for you.
Your facial will consist of thorough and deep cleansing to purify, nourish and tonify your skin. A woman can expect all of her makeup to be removed. Both men and women should advise their esthetician as to whether or not they are wearing contact lenses.
Relax completely. A basic facial will take one hour to perform. Close your eyes. Breathe deeply and take this time to release the worries and the stresses of the day.
Let your esthetician know if you are comfortable or uncomfortable, too warm or too cold, or if a product is very stimulating. Your comfort and care is of the greatest concern and priority.
Enjoy your facial; the results will be visible and lasting.
Why should one have a regular facial and how often? We recommend regular, monthly facials for optimum skin maintenance and nourishment; twice monthly for specific treatment programs.

Written by Hannelore R. Leavy   

Whether you are an experienced sailor or a novice, a chartered or bareboat sailing vacation is the ultimate, carefree adventure. Time is measured by the sun’s altitude and declination, not the timepiece on your wrist. You’re on island time -- with no worries!

With no set schedule, you have the freedom to island hop, raise and lower the anchor at your discretion, explore as many islands as you wish, or just sit back and relax with a Pina Colada. Moreover, you can accessorize your sailboat with toys: windsurfers, kayaks, scuba and snorkeling gear.

Bareboating is chartering without a captain; you are in command of your own vessel. With a regular charter, a hired captain ‚  for an additional fee -- comes with the boat. Depending on your qualifications, each has its advantages.

In order to bareboat, you must prove your sailing competence to the charter company. This usually involves a series of questions testing your knowledge along with personal sailing references.

Recently, my husband and I with two other couples bareboated out of Bas-de-Fort, Guadeloupe. The boat was luxurious and brand-spanking-new. From Guadeloupe, we sailed to Antigua for the world renowned Antigua Race Week. We stayed on the south coast of Antigua at Falmouth Harbour along with multi-million dollar mega-yachts. Each day we positioned our catamaran at the windward mark in order to watch the boats in the race raise their spinnakers. On the last day, we sailed to the practically uninhabited island of Barbuda – 30 nautical miles away. With the exception of a rustic seasonal resort, which was boarded up, nothing else exists on the island. It’s meant for pure escapism and is only accessible by a boat.

We returned to Antigua for the final races and then headed south to Guadeloupe’s outer islands, Les Saintes. The main town, Terre Haute, is a mini St. Barts. Other than the French families and sailors who visit, it’s unknown to most. Among all of us, this was our favorite spot. There are several charter companies to choose from. After fully investigating the top three, we decided on Sunsail, based in Annapolis, Maryland. They had the best price for the same size catamaran as the other companies.

With more than 1,000 boats in their fleet and 36 bases in 23 countries, you can customize your charter according to your likes and dislikes. For independent travelers seeking an adventurous vacation on the water, this is your ticket. Not only is it a unique vacation, but it can be cost effective as well. Sunsail offers discounts during off-season and during specific weeks called “Reef Weeks.” Moreover, after you have completed your first charter, you will be offered a 20% repeat charter discount. Sunsail has an alliance with American Airlines offering discounted airline tickets to the Caribbean as well.

Catamarans have become a popular choice in the chartering world due to the spaciousness, stability and privacy that a monohull doesn’t offer. They offer bountiful creature comforts with a deck-level saloon and a roomy cockpit. We chose a 41-foot Lagoon catamaran for the seven-day excursion. Each of the two hulls has two full staterooms, and private heads (bathrooms). The boat easily sleeps eight people. Bareboating with three or four couples at approximately $6000.00 during Reef Week makes it an affordable trip. Other than owning your own boat, how else can you flit from one island to the next, on your own time? Depending on your needs, there’s a cat for every wallet. Or, if you prefer a monohull for its natural sailing abilities, this is a good option as well.

In addition, there are other expenditures: customs fees on each island, dockage, water, electricity, fuel and, of course, provisioning the boat. However, anchoring in a snug harbor is free. Most importantly, for a modest fee, optional insurance is offered for each individual; pay it and you’ll have peace of mind.

Sunsail provides snorkeling gear and kayaks at no extra charge. We discovered that the snorkeling gear was well-used; the masks leaked and it was difficult to find a pair of fins that fit well. I would recommend bringing your own snorkeling gear. The sit-down kayaks provided are basic; unless you’re a die-hard kayaker, they serve their purpose. Windsurfers can be rented by the week through Sunsail’s affiliation with local rental shops; and can be stored on the bow of the boat. Our one-week windsurfer rental in Guadeloupe cost $230 euros ($294US).

Our charter began at 6 p.m. on a Sunday. In order for the trip to get off to a good start, it’s judicious for the entire crew to arrive at their given destination at least a day in advance. Arriving on the first official day of the charter is not realistic; it’s asking for problems that are avoidable. If the slightest thing during your traveling day doesn’t go as planned –- such as a flight cancellation -- you will have the other crew members and boat waiting while the clock is ticking. You don’t want to show up a day late and have the whole week’s itinerary disrupted, let alone a crew that will be more than slightly peeved.

On the same note, it’s prudent to book your departing flight for the day after the end of the charter. Our charter officially ended at 11 a.m. the following Sunday. Don’t push it and think that you’ll be able to make it to the airport for a 2 p.m. departure to San Juan. It’s unrealistic and unfair to the rest of the crew. Book a hotel for the night and depart the following day. This is not a time to skimp on a couple of nights at a hotel or resort.

Also, keep in mind that someone has to provision the boat. Sunsail offers to provision the boat, but it’s much more expensive than if you did it yourself. They will send a checklist of grocery items with marked-up prices. Unless money is of no concern, make the check marks and send it back to them. However, by arriving a day early, you will have plenty of time to grocery shop at your leisure for exactly what you want. In our case, we rented a car, or Sunsail will call for a taxi. This is a group effort and it’s important that everyone is on the same page. If there are disagreements before getting on the boat, accept it as a red flag, because, believe me, it will all come to a head on the boat.

Last, but not least, the most important aspect of the trip is choosing people very carefully for the charter. I can’t stress this enough; it is paramount in order to have a fun and relaxing trip. For a solid week, you’ll be in close quarters with no escape. No pun intended, but if you’re not all on the same wavelength, your week in paradise will become stormy rather quickly.