1. Extend a prompt greeting. “Welcome to Sylvan Spa…!” Use the guest name if known. Welcome them back if it’s not their first visit. Initiate check-in procedures. A concierge (sometimes the second at the desk) radios the gentlemen’s attendant, “Mr. ____ for 10am.” Check-in all service treatments for each revenue center. Privately review the guest itinerary and special needs or requests. Read all comments. Ask the guest for the preferred method of payment and process. Sylvan Spa Arrival and Check-in Flow (Men) END Ask if there are any other services the guest would enjoy, or recommend complementary services or special promotions. Make the appropriate changes and print new tech schedules and guest folios. Review the new guest itinerary, special needs, or new requests to confirm accuracy. If attendant cannot arrive at front desk, escort guest to end of locker room entrance and point out attendant desk, introduce attendant. Use radio if attendant not present. Spa attendant extends a welcome to the men’s locker room and introduces himself. The facility orientation will begin here by pointing out reading materials, F&B presentation, etc in the den. If No Attendant will escort to locker room corridor pointing out grooming area, restrooms, lockers, and wet amenities. The relaxation lounge door will be pointed out (for opposite gender therapist). Spa concierge will assign the guest a locker, explain its use, and ask the guest for his shoe size. A beverage will be offered, a floor mat presented, and sandals placed on top. Guests will be told how much time they have to enjoy the facility before the beginning of his service. Throughout the facility orientation, the spa attendant will introduce the “water transformation circuit” pointing out the water stations and journey diagram. The attendant will offer his or her name to the guest and wish a relaxing experience. Throughout the guest’s visit, the attendant will make proper use of relaxation props and beverages to ensure a five star pre and post treatment spa experience. If Yes

2. Extend a prompt greeting. “Welcome to Sylvan Spa…!” Use the guest name if known. Welcome them back if it’s not their first visit. Initiate check-in procedures. Check-in all service treatments for each revenue center. Privately review the guest itinerary and special needs or requests. Read all comments. Ask the guest for the preferred method of payment and process. END Ask if there are any other services the guest would enjoy, or recommend complementary services or special promotions. Make the appropriate changes and print new tech schedules and guest folios. Review the new guest itinerary, special needs, or new requests to confirm accuracy. Spa Concierge will personally escort guest to the ladies’ locker room or salon. The spa concierge will make pleasant conversation with the guest and welcome her to the ladies’ den. The facility orientation will begin here by pointing out reading materials, F&B presentation, etc. If No Concierge will escort to locker room corridor pointing out vanity area, restrooms, lockers, and wet amenities. The relaxation lounge door will be pointed out (for opposite gender therapist). Spa concierge will assign the guest a locker, explain its use, and ask the guest for her shoe size. A beverage will be offered, a floor mat presented, and sandals placed on top when the attendant returns. Guests will be told how much time they have to enjoy the facility before the beginning of her service. Throughout the facility orientation, the spa attendant will introduce the “water transformation circuit” pointing out the water stations and journey diagram. The attendant will offer his or her name to the guest and wish a relaxing experience. Throughout the guest’s visit, the attendant will make proper use of relaxation props and beverages to ensure a five star pre and post treatment spa experience. If Yes Sylvan Spa Arrival and Check-in Flow (Women)