Your step-by-step operating playbook.
Proposed public template for client review, not approved internal policy. Coordinate a smoother guest journey through treatment scheduling, client paperwork, approved reminders and routine inquiries. Adapt permissions and checks at kickoff; keep treatment and payment decisions with authorized spa staff.
The complete SOP is visible below—no download or extra click required. Tailor the selected duties, training, tools and approval limits with your team before work starts.
Complete task & responsibility scope.
Coordinate the guest journey and escalate treatment or payment questions to authorized staff.
Select the duties relevant to your business at kickoff. Extended duties require suitable training, supervisor approval and scoped access; this list does not automatically authorize clinical, legal, licensed or financial decisions.
- Schedule treatments and appointments
- Maintain client paperwork
- Send approved reminders
- Manage routine guest inquiries
- Verified appointment entries with guest-confirmed details
- Organized client paperwork with missing-item flags
- Reminder queue and recorded communication outcomes
- Guest inquiry log with answers and assigned referrals
- Daily scheduling, paperwork and exception handoff
01 / Deliverables, ownership & kickoff
What you receive
- Verified appointment entries with guest-confirmed details
- Organized client paperwork with missing-item flags
- Reminder queue and recorded communication outcomes
- Guest inquiry log with answers and assigned referrals
- Daily scheduling, paperwork and exception handoff
Who owns what
Assistant
- Coordinate appointments within approved booking rules.
- Maintain authorized paperwork and record reminder outcomes.
- Answer approved administrative questions; document and route exceptions.
Client owner
- Approve booking rules, guest scripts, contact permissions and paperwork templates.
- Assign authorized staff for treatment suitability and payment questions.
- Retain budgets, purchases, payments and professional decisions; authorize exceptions.
VSI coordinator or agreed Team Lead
- Confirm scope, training checks and approved access with the client.
- Review administrative quality samples and unresolved handoffs.
- Coordinate coverage and corrective training without overriding client authority.
Confirm before work starts
- Approve the treatment menu wording the assistant may repeat without recommending treatments.
- Document service durations, preparation buffers, staff assignments and room constraints.
- Confirm booking, cancellation and rescheduling permissions, including approval-only exceptions.
- Supply current paperwork templates, required administrative fields and storage instructions.
- Approve reminder wording, timing, contact channels, permissions and opt-out handling.
- Name treatment, payment and guest-concern contacts with backup escalation routes.
- Provision individual restricted accounts; test sample records before live assignment.
02 / Skills, systems & approved access
Skills and qualifications
- Guest service
- Appointment coordination
- Administrative accuracy
- Guest service: clear communication
- Guest service: boundary recognition
- Appointment coordination: availability checks
- Appointment coordination: reminders
- Administrative accuracy: paperwork
- Administrative accuracy: records
Verify the capability—not just the résumé
- Guest service: clear communication
- Role-play a guest asking about arrival details; answer using approved wording.
- Guest service: boundary recognition
- Route a treatment-suitability question without offering advice or reassurance.
- Appointment coordination: availability checks
- Book a sample appointment respecting duration, staff and room constraints.
- Appointment coordination: reminders
- Prepare a reminder for the correct appointment and honor a sample opt-out.
- Administrative accuracy: paperwork
- Identify missing fields without interpreting treatment information or inventing answers.
- Administrative accuracy: records
- Reconcile a sample reschedule across booking, CRM and reminder records.
Tools and systems
Use client-approved tools and individual role-based accounts. Examples are options, not claims that an integration or subscription is included. Never share credentials in chat.
- Spa booking platform
- Client CRM
- Approved payment and communications tools
- Client-approved spa booking platform
- Client-approved CRM
- Approved communications tools
- Approved payment tools
How access supports the procedure
Client-approved spa booking platform
Use: Check availability and maintain authorized appointment entries.
Access: Restricted scheduling account; no configuration changes.
Client-approved CRM
Use: Maintain guest details, paperwork status and inquiry handoffs.
Access: Assigned records and fields only; no unrestricted exports.
Approved communications tools
Use: Prepare and send authorized reminders and routine responses.
Access: Approved channels and scripts only; integrations require separate approval.
Approved payment tools
Use: Reference permitted payment status when routing guest questions.
Access: Read-only if authorized; no charging, refunds or payment-detail collection.
03 / Schedule or change a spa appointment
Start when: A guest requests an appointment, cancellation or reschedule.
What you need
- Guest identity and requested service
- Approved booking rules
- Staff and room availability
How to complete the work
- Match the guest record; confirm service requested, date and contact details.
- Check approved duration, buffers, staff and room availability; identify conflicts.
- Offer permitted options without recommending treatment suitability; route suitability questions.
- Obtain guest confirmation; hold exceptions for authorized staff approval before changing records.
- Execute the permitted booking or change; record authorization and remove superseded reminder entries.
- Read back details, send approved confirmation and verify booking and CRM agree.
One accurate appointment state, confirmed details and a recorded outcome.
If something is missing or outside scope: Escalate unavailable capacity, disputed cancellation terms or conflicting instructions to the client owner; do not override rules.
04 / Maintain paperwork and send appointment reminders
Start when: An appointment enters the client-approved preparation window.
What you need
- Current appointment roster
- Approved paperwork checklist
- Reminder script and contact permissions
How to complete the work
- Verify appointment status and guest identity before opening linked paperwork.
- Check template version and required administrative fields; flag omissions without interpreting treatment answers.
- Request missing items using approved wording; organize received documents in authorized records.
- Prepare reminders from confirmed booking details; exclude cancellations and suppressed contact channels.
- Send only within delegated permissions and approved timing; otherwise submit drafts for authorization.
- Record sent, failed or declined outcomes and paperwork gaps; assign unresolved items to spa staff.
Paperwork status is current; each eligible reminder has a documented outcome or assigned blocker.
If something is missing or outside scope: Pause mismatched records or uncertain permissions; route treatment-related form questions to authorized professionals.
05 / Resolve routine guest inquiries and hand off exceptions
Start when: A guest asks an administrative, treatment or payment question.
What you need
- Guest request and relevant record
- Approved service information
- Authorized staff routing list
How to complete the work
- Confirm identity as required before discussing record-specific details; capture the question.
- Classify arrival, scheduling or paperwork questions separately from treatment and payment decisions.
- Prepare an answer from approved information; check that wording introduces no unsupported promises.
- Send permitted routine answers; obtain client authorization for deviations before communicating them.
- Route treatment or payment questions to designated staff with minimal necessary context; record the owner.
- Log the answer or referral, follow-up date and staff response; confirm resolution before closing.
The inquiry has an accurate response or an acknowledged staff handoff with tracked follow-up.
If something is missing or outside scope: Escalate complaints, urgent treatment concerns or unowned referrals; never diagnose, recommend treatments or settle payment disputes.
06 / Daily rhythm, quality & reporting
Daily routine for this role
- Check appointment changes against staff and room constraints.
- Review paperwork gaps for upcoming guests.
- Check reminder permissions and failed communications.
- Track unanswered inquiries and staff handoff acknowledgments.
- Send a concise completion and blocker summary.
Weekly review
- Sample booking-to-CRM consistency and correction records.
- Review recurring paperwork omissions and reminder failures.
- Confirm updated scripts and unresolved exception owners.
Quality checks and measures
Agree review standards with the client. Example measures are not guaranteed service levels.
Booking accuracy
Review standard: Agree sampled field-accuracy target at kickoff.
Evidence: Booking-to-confirmation comparison and correction log.
Paperwork completeness
Review standard: Agree required-field checklist and review checkpoint.
Evidence: Completed checklist or assigned missing-item record.
Reminder control
Review standard: Agree outcome-logging target; check permission before each send.
Evidence: Permission check, message record and outcome.
Exception ownership
Review standard: Agree acknowledgment window and unresolved-item review frequency.
Evidence: Named owner, referral time and follow-up status.
Reporting and handoff
Cadence: Proposed daily handoff and weekly client review; confirm cadence and targets without guaranteeing results.
- Appointments created or changed
- Scheduling conflicts
- Paperwork gaps
- Reminder outcomes
- Guest inquiries resolved
- Treatment or payment referrals
- Owners and next actions
07 / Approval limits & escalation
Decisions that need approval
- Remain non-clinical; authorized professionals retain treatment and clinical decisions.
- Client retains budgets, purchases, payments, filings and legal decisions.
- Use approved contact permissions, scripts and opt-outs; no unsolicited promotional outreach.
- Keep credentials private and guest information within approved records and access limits.
- Tools are client-approved choices, not promised integrations; no independent system activation.
What to do when work cannot proceed
Treatment suitability or reaction concern
Action: Stop advisory discussion and use the client's designated urgent routing procedure.
Owner: Authorized spa professional
Payment dispute, refund or charge request
Action: Record the question; make no financial commitment or transaction.
Owner: Client-authorized payment staff
Double booking or unavailable assigned resources
Action: Hold proposed alternatives for approval; document affected appointments.
Owner: Client owner
Record mismatch, access concern or uncertain contact permission
Action: Pause affected handling and report through the approved channel.
Owner: Client owner; VSI coordinator tracks resolution
Name the owner and backup, agree response windows and permissions, and record client sign-off at kickoff. Revisit the SOP whenever scope or access changes.