Standards / The complete library
The complete library
Every document, across every department and every stage. The pre-opening suite, the first thirty days, and the governance and audit procedures that need an operation running before they can be written well.
£2,450
504 documents. No VAT is charged. The price shown is the price paid.
What is in it
Every document, by name. Professional template. Review, amend and sign off before use.
454 procedures
- Cash Discrepancy Investigation and Closure
- Daily Cash Float Setup and Verification
- Chargeback and Dispute Handling
- Commission Calculation and Approval Process
- Complimentary Service Approval and Recording
- Daily Flash Report Preparation and Distribution
- Daily Revenue Close and Reconciliation
- Monthly Deferred Revenue Reconciliation
- Discount Authorisation and Exception Control
- Discount and Comp Audit Trail Review
- End-of-Day Banking and Safe Drop
- Gratuity Handling and Distribution Rules
- Gift Voucher Liability and Breakage Review
- Invoice Request and Tax Invoice Issuance
- Membership Revenue Recognition and Liability Control
- Monthly P&L Input and Commentary Preparation
- Petty Cash Request and Control
- Refund Approval Workflow
- End-of-Shift Cash Count and Sign-Off
- Weekly Revenue and KPI Pack Preparation
- Class Attendance Marking in Book4Time
- AV and Sound System Failure Procedure
- Class Cancellation and Member Communication
- Class Delivery Standards and Safety Briefing
- Equipment Setup and Pack-Down
- Instructor Arrival and Pre-Class Setup
- Late Entry and No-Show Policy for Classes
- Pre-Class Health and Safety Brief Standard
- Studio Temperature, Lighting and Music Setup
- Studio Reset and Cleaning Post-Class
- Substitute Instructor Procedure
- Waitlist Management for Classes
- Cardio Equipment Emergency Stop Testing
- Class Check-In and Capacity Control
- Class Schedule Publication and Updates
- Emergency Response in Gym Area
- Equipment Demonstration and Safe Use Guidance
- Equipment Fault Tagging and Isolation
- Gym Equipment Maintenance and Calibration
- Daily Equipment Readiness Walkthrough
- Gym Equipment Wipe-Down Rotation
- Gym Floor Supervision and Support
- Free Weights Area Reset and Safety Patrol
- Free Weights Spotting and Safe Practice Standard
- Health Screening and PAR-Q Collection
- Gym Induction and Orientation Session
- Guest Injury Response and First Aid Escalation
- Member Conduct and Etiquette Management
- Fitness Programme Quick Start for New Members
- Peak Period Gym Floor Management
- Preventive Maintenance Request Process
- Sanitiser, Wipes and Consumables Refill Procedure
- Studio and Gym Towel Management
- PT Assessment and Goal Setting Session
- Informed Consent and Health Screening for PT
- Confidential Handling of Client Fitness Data
- PT Enquiry Handling and Consultation Booking
- PT Goal Review and Re-Assessment Session
- PT Late Cancellation and No-Show Handling
- PT Session Notes and Progress Tracking
- PT Package Purchase and Redemption
- Programme Design and Documentation
- PT Refund and Transfer Policy
- PT Session Booking and Confirmation
- PT Session Delivery Standards
- Trainer Conduct and Professional Standards
- Stain Treatment and Rewash Procedure
- Stocking Amenities and Guest Supplies
- Hourly Public Area Checks and Reset
- Linen Collection and Bagging Procedure
- Linen Dispatch to Laundry and Tracking
- Linen Receipt and Quality Checks
- Locker Room Cleaning Rotation
- Shower and Wet Area Descale Rotation
- Toilet and Vanity Station Check Rotation
- Waste Removal and Segregation
- Zone Cleaning Schedule and Sign-Off
- Par Level Linen Count and Shortage Escalation
- Locker Room Setup and Guest Amenities Install
- Payroll Inputs Submission and Sign-Off
- Absence Reporting and Cover Management
- Interview Scheduling and Interview Packs
- Leaver Process and Access Removal
- Staff Locker Allocation and Access
- Offer Issuance and Contract Acceptance
- New Starter Onboarding and Induction Scheduling
- Overtime Approval and Control
- Probation Review and Competency Gate Process
- Recruitment Requisition and Approval
- Reference Checks and Right-to-Work Verification
- Rota Build and Approval Process
- Timekeeping and Attendance Management
- Uniform Ordering and Issue
- Asset Register Update and Equipment Tagging
- Deep Cleaning Programme and Frequency Standard
- Out-of-Order Area Cleaning and Re-Opening
- Seasonal Deep Clean Plan and Closeout
- Water Temperature Anti-Scald Controls Verification
- HVAC Comfort Set-Point Control for Wellness Areas
- Ambient Lighting Control and Scene Management
- Power Failure and Emergency Lighting Procedure
- Water Failure and Service Suspension Procedure
- Water Pressure and Temperature Monitoring
- Accident, Near Miss and Incident Reporting
- Chemical Spill Response Procedure
- COSHH Chemical Storage and Handling
- Electrical Safety Inspection and Certificates Control
- Fire Door and Escape Route Daily Checks
- Gas Safety Certificate Management (Where Applicable)
- Legionella Control and Water Safety Plan
- PAT Testing Coordination and Records
- Pool Safety Operating Procedures (PSOP) Management
- Risk Assessment Review and Sign-Off Procedure
- Safeguarding and Vulnerable Person Procedure
- Contractor Access and Permit Control
- Planned Preventive Maintenance Schedule Management
- Reactive Maintenance Request and Tracking
- Snag List Management and Closure Verification
- Ice Bath Equipment Maintenance and Checks
- Steam and Sauna Equipment Safety Checks
- Towel Warmer Safety Checks and Cleaning
- Member Access Rules and Peak-Time Controls
- Membership Arrears Chasing and Escalation
- Member Behaviour Management and Conduct
- Member Benefit Redemption (Spa, Gym, Classes)
- Membership Billing Run and Reconciliation
- Member Booking Priority and Holds Management
- Membership Cancellation and Notice Handling
- Member Complaints and Service Recovery
- Corporate Membership Enquiry and Proposal Handling
- Direct Debit Setup and Verification
- Membership Enquiry Handling and Qualification
- Failed Payment Recovery Process
- Family Add-On Membership Setup and Controls
- Quarterly Member Feedback Survey Process
- Founder Member Offer Management
- Membership Freeze and Suspension Processing
- Member Guest Sign-In and Liability Waiver
- Guest Pass Allocation and Tracking
- Monthly Membership KPI Review
- Member Locker Allocation and Key Control
- Member Welcome Onboarding and First Visit
- Membership Payment Method Update Process
- Refunds and Fee Adjustments Approval Flow
- Renewal Reminder and Re-Contracting Process
- Retention Outreach and Save Process
- Membership Sign-Up and Contract Completion
- Membership Tour and Consultation Process
- Membership Upgrade and Downgrade Processing
- Member Usage Review and Intervention Process
- Maximum Capacity Control and Queueing
- Chemical Dosing and Storage Control
- Contamination Event Response and Closure
- Faecal Incident Response Procedure
- Children and Family Access Rules
- Filtration Backwash and Maintenance Routine
- Thermal Suite Guest Guidance and Etiquette Briefing
- Guest Supervision and Behaviour Monitoring
- Ice Bath Start-Up and Shutdown Procedure
- Thermal Overheating and Guest Distress Response
- Pool Plant Room Access and Safety
- Rescue Equipment and Lifesaving Aids Check
- Poolside Signage Placement and Daily Check
- Slip Hazard Patrol and Immediate Controls
- Thermal Suite Start-Up and Shutdown Procedure
- Towel and Robe Station Management
- Vomitus Contamination Response Procedure
- Calibration of Water Testing Equipment
- Daily Water Testing and Logging
- Water Feature Failure and Isolation Procedure
- Wet Area Incident Response and Reporting
- Aftercare Email Dispatch and Record
- Send Aftercare and Follow-Up (Manual Trigger)
- Create Booking Notes for Allergies and Medical Alerts
- Guest Arrival Greeting and Welcome
- Assign Room and Resource to Booking
- Assign Therapist to Booking
- Book4Time End-of-Day Close and Reconciliation
- Book4Time Daily Log-In and System Health Check
- Book4Time Printer, Receipt and Email Output Checks
- Birthday and Occasion Email Scheduling
- Create Group Exercise Class Booking
- Create Gym Access Booking or Day Pass
- Create Linked Bookings for Couples or Groups
- Create Multi-Service Itinerary Booking
- Create Personal Training Session Booking
- Create Spa Day Package Booking
- Create Spa Treatment Booking
- Create Walk-In Booking
- Apply Buffers and Setup Times
- Apply Cancellation Policy Charges
- Send Cancellation Confirmation and Policy Summary
- Cancel Booking and Apply Policy
- Change Service Type on Existing Booking
- Children and Young Persons Access Management
- Fitness Class Arrival and Studio Check-In
- Guest Complaint Intake and Triage
- Send Booking Confirmation (Manual Trigger)
- Resend Confirmation and Updated Itinerary
- Conversion Standards for Enquiries to Bookings
- Daily Guest Amenity and Collateral Setup
- Guest Data Consent Capture and Preferences Recording
- Service Delay Communication to Guests
- Guest Departure and Farewell Standards
- Take Deposit at Time of Booking
- Apply Discount or Promotion Code
- Apply Staff/Resident/Hotel Guest Discount Rules
- Duplicate Booking Resolution
- Resolve Duplicate Guest Profiles
- Troubleshoot Email Deliverability and Bounces
- Email Enquiry Handling and Response Standards
- Telephone Enquiry Handling and Lead Capture
- Website and Online Enquiry Triage
- Guest Escort and Wayfinding Standards
- Party and Event Booking Enquiry Handling
- Post-Visit Follow-Up and Feedback Request
- Apply Service Charge or Gratuity Settings
- Group and Corporate Booking Handling
- Gym Guest Check-In and Orientation
- Send Spa Menu and Information Pack to Enquirers
- Late Arrival Management and Re-Planning
- Locker Allocation and Key Control
- Lost Property Intake and Guest Return Process
- Medical and Accessibility Needs Flagging at Check-In
- Member Check-In and Access Verification
- Book Class for Member Using Benefit Entitlement
- Membership Information Email and Terms Dispatch
- Handling Overdue Membership Payments Enquiries
- Redeem Membership Benefit for Booking
- Update Member Profile and Notes
- Sell Membership at Front Desk
- Process Membership Freeze Request at Front Desk
- Update Membership Payment Method Details
- Book Member Priority Access Slot
- Send Membership Renewal Reminder (Manual Trigger)
- Reinstate Suspended Membership After Payment
- Send Membership Welcome Message (Manual Trigger)
- Move Booking Between Therapists
- Apply No-Show Charges
- No-Show Handling and Charge Communication
- Add Notes, Alerts and Guest Preferences
- Override Availability for Manager-Approved Booking
- Redeem Package Sessions
- Payment Failure Handling at Front Desk
- Process Payment Link and Remote Payment
- Pool and Thermal Access Control
- Compliment and Positive Feedback Capture
- Process Prepayment for Packages
- Personal Training Client Arrival and Check-In
- Rebooking Conversation and Future Booking Capture
- Service Recovery Authorisation at Front Desk
- Process Partial Refund and Adjustments
- Process Refund to Original Method
- Appointment Reminder Call Handling (Manual)
- Send Appointment Reminder (Manual Trigger)
- Reschedule Booking and Maintain Resource Logic
- Retail Browsing Guest Support and Control
- Correct Misallocated Revenue or Service Code
- Review Request and Reputation Management Follow-Up
- Change Room Allocation and Resolve Conflicts
- Same-Day Availability and Standby List Management
- Front Desk Shift Close and Handover Pack
- Front Desk Shift Start and System Readiness
- Spa Day Guest Check-In and Briefing
- Special Requests and Accessibility Booking Handling
- Split or Merge Bookings
- System Outage Manual Booking Contingency
- Booking Verification and Guest Identification
- VIP and High-Profile Guest Handling at Front Desk
- Gift Voucher Enquiry and Expiry Handling
- Redeem Gift Voucher Against Booking
- Convert Waitlist Entry to Confirmed Booking
- Waitlist Handling and Guest Callback
- Create and Manage Waitlist
- Retail Display Build and Merchandising Setup
- Retail Complaints and Quality Issues Handling
- Cross-Sell from Treatment to Retail Handover
- Daily Stock Spot Check and Variance Reporting
- Damaged Goods and Write-Off Procedure
- Retail Delivery Receiving and Verification
- FIFO Rotation and Expiry Date Checks
- Retail Opening Display Standards
- Retail Planogram Setup and Maintenance
- Retail Promotion Script and Offer Disclosure
- Promotion Setup and POS Messaging
- Reorder Thresholds and Supplier Ordering
- Retail Returns and Exchanges
- Retail Sales Conversation Standards
- Sampling and Gift-With-Purchase Controls
- Stock Storage, Security and Segregation
- Stock Transfer Between Locations (If Applicable)
- Stock Write-Off Approval and Recording
- Formal Stocktake and Reconciliation
- Tester Setup, Hygiene and Replacement
- Defibrillator Access and Use Protocol
- Emergency Drill Planning and Execution
- Fire Alarm Response and Evacuation
- Medical Emergency Response and First Aid
- CCTV Review Request and Evidence Handling
- Security Incident Reporting and Escalation
- Lost Property Control and Secure Storage
- Major Incident Lockdown Procedure
- Key and Locker Master Key Control
- Staff Access Control and Restricted Areas Procedure
- Unruly Guest Management and Removal Procedure
- Documented Evidence Collection for Audits
- Internal Audit Programme and Schedule
- Non-Conformance Reporting and Corrective Actions
- Membership Tier Design and Pricing Sign-Off Process
- Weekly Commercial Performance Review
- Guest Journey Design Workshops and Outputs
- Signage and Wayfinding Content Approval
- Equipment Delivery Acceptance and Commissioning Control
- Cash Handling Security and Escort Procedure
- Fraud Prevention and Suspicious Transaction Reporting
- Payment Card Compliance and PCI Controls
- Incident Data Breach Reporting and Response
- GDPR Subject Access Request Handling
- SOP Library Build and Governance Setup
- Recruitment Campaign Launch and Tracking
- Weekly Health and Safety Review
- Daily Leadership Briefing and Priorities
- Daily Risk Review and Controls Confirmation
- Daily Stand-Up Meeting Agenda and Actions
- Daily Duty Manager Rounds and Standards Check
- Operational Escalation and Decision Protocol
- Daily Guest Feedback Review and Actions
- Major Incident Command and Communication
- Opening Week KPI Monitoring and Rapid Fix Protocol
- Opening Week Daily Debrief and Action Log
- 30-Day Post-Opening Review and Improvement Plan
- Daily Priorities Board Update Procedure
- Soft Launch Day-One Control Procedure
- Soft Opening Readiness Review and Sign-Off
- Stabilisation Period Staffing and Service Adjustments
- Daily Staffing Adjustment and Redeployment
- Weekly Operations Review Meeting Process
- Pre-Opening Critical Path and Milestone Control
- Pre-Opening Room Readiness Standards Definition
- Pre-Opening Site Walkthrough and Snag Capture Standard
- Pre-Opening Stakeholder Map and Contact Tree
- Linen Specification and Procurement Control
- Opening Stock Par Level Definition and Ordering Control
- Uniform Procurement and Issue Control
- Monthly Quality and Audit Review
- Retail Range Design and Price Architecture Sign-Off
- Member Access Control and ID Verification
- Workplace Violence and Threat Response Procedure
- Create Add-Ons and Upgrades
- Book4Time End-to-End Transaction Testing
- Configure Buffers, Setup and Cleanup Times
- Configure Cancellation and No-Show Rules
- Configure Maximum Capacity by Area
- Configure Class Capacity and Studio Resources
- Build Class Catalogue and Categories
- Set Up Daily Management Snapshot Dashboard
- Validate Reporting Accuracy and Data Hygiene
- Configure Deposits and Prepayment Rules
- Configure Email Template Library and Tone of Voice
- Go-Live Cutover and Support Plan
- Configure Public Holidays and Seasonal Hours
- Post-Go-Live Hypercare Issue Triage Process
- Configure Joining Fees and One-Off Charges
- Create Maintenance Holds and Blackout Dates
- Configure Membership Billing Cycles
- Configure Freeze, Suspension and Cancellation Logic
- Configure Member Pricing Rules
- Build Membership Tiers and Benefits
- Build Service Menu Architecture
- Configure Manager Approval Roles for Discounts and Refunds
- Create Packages and Bundles
- Configure Payment Gateway Integration
- Permission Matrix Setup and Review
- Pre-Go-Live System Test Script Execution
- Set Base Pricing and Price Lists
- Configure Peak and Off-Peak Pricing Rules
- Configure Promotional Codes and Campaign Rules
- Configure PT Resources and Trainer Capacities
- Build Personal Training Products and Packages
- Configure Reception Override Permissions
- Configure Receipt Branding and Legal Text
- Configure Receipt and Tax Invoice Templates
- Schedule Automated Report Distribution
- Configure Daily Revenue Reports
- Configure Membership Performance Reports
- Configure Retail Sales Reports
- Configure Utilisation and Productivity Reports
- Configure Resource Allocation Rules
- Build Room and Resource Inventory
- Configure Service Descriptions and Guest-Facing Copy
- Configure Service Images and Display Order
- Configure Tax and VAT Rules
- Therapist and Trainer Profile Management
- Create Treatment Services and Variants
- User Acceptance Testing and Sign-Off
- Create User Accounts and Assign Roles
- Audit User Access and Remove Leavers
- Configure Gift Voucher Products and Redemption Rules
- Music System Control and Zoning
- Treatment Room Setup Standardisation
- Retail High-Value Stock Security Controls
- Guest Wristband and Access Token Management
- Treatment Bed Inspection and Servicing
- Add-On and Upgrade Delivery Standard
- Biohazard and Blood Spill Response in Treatment Areas
- Body Treatment Service Delivery Standard
- Treatment Cancellation Mid-Service Procedure
- Consultation, Consent and Contraindications
- Product and Contraindication Recording Standard
- Treatment Choreography Standards (General)
- Couples Treatment Service Delivery Standard
- Facial Service Delivery Standard
- Guest Preference Profile Updates and Notes Hygiene
- Guest Discomfort or Adverse Reaction Response
- Heat Therapy Safety (Steam, Hot Towels, Stones)
- Clinical Incident Escalation Procedure
- Late Running Treatment Recovery Protocol
- Linen Change and Bed Presentation Standard
- Massage Service Delivery Standard
- Pregnancy and Medical Condition Handling
- Minors Consent and Age Policy Procedure
- Treatment Notes Completion Standard
- Patch Test Recording and Follow-Up
- Patch Test and Sensitivity Procedure
- Client Privacy, Draping and Modesty Standard
- Therapist Punctuality and Knock/Entry Standard
- Pre- and Post-Treatment Refreshment Service Standard
- Therapist-Guided Retail Recommendation Standard
- Treatment Room Closing and Shutdown
- Treatment Room Opening Setup Standard
- Room Turnover and Reset Standard
- Safeguarding and Vulnerable Guest Protocol in Treatment Areas
- Handling Sharps and Blades (Where Applicable)
- Therapist Shift End Sign-Off and Handover
- Therapist Shift Start and Room Readiness
- Single-Use Item Control and Disposal
- Spillage Management in Treatment Rooms
- Time Management and On-Schedule Service Delivery
- Tool Cleaning and Disinfection Procedure
- Trolley Restock and Backbar Control
- Guest Journey Rehearsal and Timing Validation
- Operational Dry Run Day Plan and Execution
- Book4Time Training Environment Setup
- Retail and Membership Sales Training Delivery
- Trainer Observation and Coaching Procedure
- Competency Assessment and Sign-Off Process
- Role Play Sessions for Reception and Sales
- Induction Programme Delivery Standard
- Mandatory Training Compliance Tracking
- Training Needs Analysis and Gap Identification
- Training Records Management and Evidence
- Refresher Training Trigger and Scheduling
- Role-Based Training Pathway Assignment
- Checklist: Hourly Water Quality Spot Check
25 job descriptions
- Spa Director
- Spa Manager
- Assistant Spa Manager
- Fitness Manager
- Spa Supervisor
- Reception Supervisor
- Retail Supervisor
- Spa Head Housekeeper
- Lead Spa Therapist
- Spa Therapist
- Beauty Therapist
- Massage Therapist
- Nail Technician
- Advanced Aesthetician
- Spa Receptionist
- Senior Spa Receptionist
- Spa Host
- Membership Advisor
- Pool Attendant and Lifeguard
- Personal Trainer
- Group Exercise Instructor
- Spa Cleaner
- Spa Linen Attendant
- Spa Maintenance Technician
- Spa Trainer
20 management reports
- Spa Director Dashboard
- Daily Trading Report
- Revenue and Capacity Report
- Forward Booking and Pace Report
- Treatment Performance Report
- Therapist Productivity Report
- Retail Report
- Membership Dashboard
- Guest and CRM Report
- Commercial Channel Report
- Discount and Yield Report
- Gift Voucher Report
- Payroll and Labour Productivity Report
- Departmental Profit and Loss
- Stock and Inventory Report
- Complaints and Service Recovery Report
- Quality and Standards Report
- Health, Safety and Compliance Dashboard
- Marketing Performance Report
- Management Action Tracker
20 policys
- Health and Safety Policy
- Safeguarding Children and Vulnerable Adults Policy
- Lone Working Policy
- Infection Prevention and Control Policy
- Incident Reporting and Investigation Policy
- Alcohol, Drugs and Intoxication Policy
- Chaperone and Intimate Treatments Policy
- Under Eighteens and Spa Access Policy
- Pregnancy and Treatment Suitability Policy
- Medical Conditions and Contraindications Policy
- Photography, Filming and Privacy Policy
- Mobile Phones and Quiet Areas Policy
- Complaints and Guest Recovery Policy
- Cancellation, No-Show and Lateness Policy
- Refunds and Goodwill Policy
- Gift Voucher Policy
- Discounts, Complimentary and Staff Rates Policy
- Equality, Diversity and Inclusion Policy
- Social Media and Personal Devices Policy
- Uniform, Appearance and Personal Presentation Policy
13 risk assessments
- Risk Assessment: Substances Hazardous to Health
- Risk Assessment: Electrical Safety
- Risk Assessment: Fire Safety
- Risk Assessment: Infection Control and Water Hygiene
- Risk Assessment: Manual Handling and Work at Height
- Risk Assessment: Slips, Trips and Falls
- Risk Assessment: Noise, Heat, Burns and Environmental
- Risk Assessment: Lone Working, Violence and Ergonomics
- Risk Assessment: Vulnerable Persons, Contractors and First Aid
- Risk Assessment: Swimming Pool and Surround
- Risk Assessment: Cold Plunge and Ice Experiences
- Risk Assessment: Hydrotherapy and Spa Pools
- Risk Assessment: Saunas, Steam Rooms and Heat Experiences
13 guides
- How to Complete Your Spa Safety Operating Procedure
- Writing a Spa Job Advert
- The Screening Call
- Interview Question Bank
- Interview Scorecard
- Trade Test: Spa Therapist
- Trade Test: Reception
- Trade Test: Supervisor and Duty Manager
- Before Day One
- Day One and Week One
- The First Ninety Days
- Hiring Fairly and Consistently
- Exit Interviews
13 checklists
- Checklist: Reception Opening Shift
- Checklist: Reception Mid Shift
- Checklist: Reception Late Shift and Close
- Checklist: Therapist Opening
- Checklist: Therapist Closing
- Checklist: Cleaning Opening Shift
- Checklist: Cleaning Closing Shift
- Checklist: Duty Manager Daily
- Checklist: Weekly Maintenance, Safety and Training
- Checklist: Pool and Thermal Opening
- Checklist: Pool and Thermal Closing
- Checklist: Gym Floor and Studio Opening
- Checklist: Gym Floor and Studio Closing
1 operating procedure
1 emergency plan
Other packs
- Spa Risk Assessment Suite · £750
- Spa Policy Suite · £495
- Spa Job Descriptions · £395
- Spa Safety Operating Procedure · £495
- Safety and the Building · £480
- Spa Financial Reporting Pack · £1,250
- Money and Membership · £360
- The Guest Journey · £1,295
- Daily Running Checklists · £395
- Running the Day · £190