UNWND Calatagan Playbook 040422

Calatagan

Organizational Chart ARAW Corporate Wellness Manager UNWND Wellness Manager UNWND Wellness Supervisor UNWND Therapist/Attendant

Wellness/Spa Manager Contractual Probation 1 1 Spa Supervisor/ Head Therapist 1 1 Therapist 41 3 Total 1 5 Ideal Current 0 6 Only 1 therapist on duty from 9am-6pm to assist in the replenishment & set-up of the treatment rooms. The other 2 therapist will report to work at 11am till 8pm, and the remaining to cover the late night booking. Requests for in-villa treatments (last call for massages at 10pm).

WELLNESS MANAGER • To promote the resorts holistic lifestyle wellness programs such as mindful movement, meditative practices, nutrition, and natural healing body treatments. • Be able to create and suggest customized wellness experiences according to guest needs and goals. • Engage with guests and share experiences that may improve and enhance wellbeing. • Maximise guest satisfaction, consistent with the ARAW Hospitality Group Inc. standards, through thorough planning, organizing, directing and controlling of the administration of the Spa. • Promote and maintain the welfare of all employees under your care, creating the relevant operational procedures and structures to enable all employees to deliver a service according to the company’s standards. • Monitor and maintain mechanical effectiveness of all spa equipment and facilities. • Review all feedback, suggestions and comments from staff, guests, owners and make the necessary adjustments where relevant.

WELLNESS SUPERVISOR • Assist the Be-Well Manager in the management and growth of spa therapists and beauticians, acting as a point of communication between staff and management. • To perform therapies as required according to the highest standards, while following the company’s guidelines and policies, setting an example for other staff at all times. • Assist the management in the implementation of the Spa’s SOP’s, policies, core values and vision. • Maximise guest and members satisfaction, consistent with the standards by providing an effortless treatment experience from beginning to end. • Take 100% responsibility to fulfil all tasks, duties and treatments expected of a professional therapist, maintaining all operational and treatment standards as per the relevant SOP’s and guidelines. • Monitor operating supplies and support the Be-Well Manager in generating purchase requisitions. • Be respectful, responsible and sensible in the use of spa products and supplies. • Responsible for monitoring all facility, equipment and service standards and keeping the Be-Well Manager update of any issues that may effect the smooth operation of the spa.

WELLNESS THERAPIST / ATTENDANT • To provide customized Spa treatment journeys that is caring and nurturing. • Responsible for creating wellness experiences from welcoming the guests in the Spa, during the treatment, and after the treatment. • Be mindful of guest needs when using the Spa facility. • Understand that a professional, high quality, intuitive treatments constitute the core experience of the spa and act accordingly, with respect and a high degree of personal responsibility and professionalism in the role as therapist and when giving treatments, at all times. • Ensure guests are provided with the highest level of comfort and service and create a genuine, warm and welcoming environment when guiding the guest through their journey. • Take responsibility of the guest from the start of the journey to the end, ensuing a smooth handover once services and care of the guest are complete, to the guest’s satisfaction and expectations. • Be able to communicate clearly with the guest during all stages of their journey, so that they can truly place themselves under your care.

Departmental Interaction FOH

Butlers Reservation of wellness services Promote complimentary classes Spa facility guest request Welcome drink preparation F&B Wellne Kitchen Coordination with guest dietary requirement Wellness smoothies ss Wellness Immersion Programs Spa treatment ingredient storage Cleanliness Housekeeping In-room Spa complimentary amenity Spa amenity supplies (bath and body) Linen storage Laundry



Opening/Closing Procedures For Opening: *Spa Therapists must clock in at least 30 minutes before their shift. This gives time to check the volume of treatments for the day, to prepare the products and the treatment rooms according to the order of treatments. *The Kawa and the Wet area should be cleaned or sanitized and amenities should be prepared for the guests. *Spa Receptionist must clock in 30minutes before their shift. This gives time to check the volume of treatments of the day, to prepare the reception area: lighting, scent and music. Welcome drink and cold towels should be ready in the refrigerator. For repeater guests, consultation card should be given to the therapists to check the preference and the medical history of the guest or information that can help the therapist make the treatment more personalize. * Spa facilities and relaxation areas should be check and sanitized to make sure that is ready for the guests. For Closing: *Spa Receptionists must make sure that all vouchers and bookings are have been posted, make sure that Pantry is cleared of dirty dishes, cleaned and well sanitized. All laundry has been audited and endorsed if the next day is laundry pick-up day. Spa reception, spa facilities, changing and relaxation areas are cleaned and sanitized. * Lights, AC, Music and anything that is needed to close or turn off in Kawa area, Treatment rooms, Wellness area and Fitness studio.

Spa Arrival After Treatment & Spa WOW Spa Facility Tour Departure Experience Services

Receiving Guests in the spa with treatment: * Therapist: Room and products to be use in the treatment are prepared before the guests arrive. * Receptionist or Therapist should welcome the guests upon arrival and offer welcome drinks and cold towels, Let them fill up the consultation form or waiver. * Guests will go directly to the treatment room for changing.

Telephone Standards All Spa and Wellness employees must follow the standard telephone manner at all times. To offer guests/ clients a consistent high level of customer service when communicating via telephone. A.1 Answering the Phone: All Spa and Wellness team must ensure that all incoming calls will be answered with enthusiastic and sincere vocal tone. Always smile before you answer the phone as this imparts an open and pleasant tone to your voice. A.2 Telephone Etiquette: A pen or a pencil and a small note pad to write down the message or notes must always be available. a) Phone should be answered within 3 rings. b) Appropriate greeting is offered. Answer the call starting with a greeting, then the spa name, your name and lastly ask how you can assist him/her. Example: “Good Morning/afternoon/evening, Thank you for calling Unwnd Spa, This is –April--- (your name).How can I assist you for today?” c) Assist the caller and ensure that you understand what they are saying by paraphrasing their request. d) Messages are cordially received and repeated to the guests e) Upon closing the conversation, ask the guest if they need any other assistance Yes – Assist No - Thank the guest and let the caller be the one to end the call first.

Spa Arrival Experience “Magandang ARAW! Welcome to Unwnd Spa.”(Always greet with a smile.) ”My name is ___ (your name)__, How can I help you for today?” Ensure that spa reception gives a peaceful and calming ambiance, ( soft spa music and scent) Assist the guests/s to the spa lounge. “Please have a seat and I will be with you shortly.” Offer guests welcome beverage (don’t know yet our welcome drink) and a cold towel. “Please have a cold towel first, and this is our welcome drink it is a ginger and lemongrass tea with honey and lime, Please enjoy!”

Spa Facility Tour “Let me just give you a little tour in the spa.” Guide the guest going out of the receiving area to explain and show the treatment rooms, relaxation areas, Kawa and Wet area. “Here in Unwnd Calatagan we open from 9am till 8pm, we do have 2 huts were we all do the body treatments and massages. \"However, if you want to have a more private settings, we can arrange an in villa spa service for your convenience.” “For our wet area, we have our sauna that can fit until 2 people inside, we recommend the guest to use the facilities before their treatment to achieve the full benefit. We accept __ years old and above and should be accompanied by adults. You can also use it even though you don’t have any treatment, just call or inform the spa reception to reserve your preferred time.”

After showing the spa assist the guest back to the receiving area to explain what the spa offers. “Let me just escort you back to the receiving area and I will explain to you our spa menu and the things that we offer.” Explain the spa menu. “ If you are planning to go for a Balsa experience, we also offer short treatments while you are there. Like a Foot, back and Head Massages” “ Treatments and Massages can also be done in the convenience of your room.” “For our Kawa experience, we have 1 station that can cater until 2 people.” “Would you like me to block a slot for you ?”

Spa Reservation Spa menu are available both in the spa and in the guests rooms and may book through phone. Wellness Receptionist should be able to explain all the treatments. “ This is our Spa Menu, we offer simple yet effective spa treatments and massages.” “We also offer Kawa Hot Bath and Balsa Special Treatments” “May I ask what would you like to achieve on your treatments? Would like to be relaxed, energized or detoxified? When the guest already choose assist with the appropriate treatments. Check if they have any medical conditions to avoid complications. And if they have any preference with their therapist, male or female. Conduct a smell test to choose what oil the therapist will use.

Spa Treatments Spa room should be prepared before the guest arrived, foot ritual, bed and the products needed for the whole treatment. Upon arrival to the treatment room assist the guest to sit in the foot ritual area to the ritual and to know more about the guest and to explain the whole treatment the guest will have. While the guest’s feet are soak in the bowl you can do the explanation and consultation. “Maganadang Araw, my name is __April__ and I will be your therapist for today. Your going to be having a 60 minutes full body massage for today, I will be using a warm oil and do a tailored made massage suitable according to your body needs.” During the consultation the therapist may ask the following questions with a discreet and soft voice. > “For your massage, do you have any specific areas that you want me to concentrate on or to avoid?” > “ How about the room temperature and the music volume, are they fine with you?” > “During treatment, how would you like the pressure of your massage?” Please don’t hesitate to inform anytime if you need the pressure to be increase or lessen.” > “And if there is any discomfort during the treatment don’t hesitate to inform me anytime.”

Spa Departure After the treatment ask the guest how they feel and give some home advices. Accompany the guest to the changing area and inform that you will wait for them outside the room and take them to the relaxation area for their tea. In the reception area, Reception will ask the guest for some feedback regarding their treatment and ask if they would like to book for another session.

Spa Email and Spa Itinerary . February 16,2022 Dear Ms Levy Romanes, Mabuhay! Welcome to UNWND Luxury Hostel Calatagan. Please find below your Spa Itinerary: Wednesday, 16th February, 2022 11:00am UNWND Signature Warm Bamboo (90minutes) Please be informed that your treatment is booked with a female therapist in our single room. To enjoy the full benefits and experience of your spa treatment, we encourage you to arrive fifteen (15) minutes prior to your scheduled appointment. Should you need to cancel or reschedule your spa treatment, kindly advice 4 days prior to your spa appointments to avoid the cancellation charges. For any concerns, please call the spa reception at _____ and our wellness concierge will be more than happy to assist you. Kind regards, April Urmasa Wellness Supervisor UNWND Luxury Hostel Calatagan

Spa Etiquette Hours of Operation: UNWND Calatagan is open from 10pm until 7pm daily. However, this may change in case of unforeseen circumstances. Making Appointments: It is best to contact us ahead of time to book your appointment by calling the Spa Reception. Email can also be sent to: _____________.com. Spa Consultation Form/Waiver: This is required to be filled out before the appointment time. The spa therapist will check the form for any contraindications or any information that may affect the service to be given. Should there be any contraindications, the Spa Therapist will weigh the circumstances putting the safety and comfort of the guest into consideration. Arrival Time: Guests will be informed to arrive Fifteen (15) minutes before their appointment to give time for changing their clothing to a proper spa attire. Cancellation Policy: Appointments must be cancelled at least four (4) hours prior to the reservation to enable us to call other guests to offer the slot. Cancelling the appointment less than (4) hours will incur 50% charge of the published rate. Late Arrivals: As per Spa Etiquette, guests are required to arrive 15 minutes before the appointment time. Therefore they are allowed a grace period of 15 minutes. If the guest is still missing, Spa Reception should call or look for the guests. If the guest shows up and there is no booking after, the guest’s appointment can be moved. If there is a booking after, the Spa Reception will offer a different time. If no alternative time can be offered, the guest will have to make do with the remaining time. Whether the guest is a NO SHOW or a last minute cancellation due to late arrival, the full price of the appointment booked will be posted on the guest’s bill. Alcohol Intake: The spa prohibits anyone under the influence of drugs and alcohol. Spa Attire: Spa attire is relaxed casual wear with minimal to no jewelry. A face mask and face shield is required to be worn at all times.

For in-room services: Kindly secure all valuables before the in-room treatment appointment time.The Management holds no liability in case of loss of any valuables either at the spa or in- room. Place of Serenity: Low volume of voices is encouraged and keeping mobile phones switched to silent mode at all times is highly appreciated. Feedback: Guests will be asked to provide feedback after their treatments. Spa Menu: The Spa Menu contains all the treatments being offered, together with their descriptions, durations and NET rates (inclusive of 8% performance incentives and 12% government tax. Spa members must be familiar with the Spa menu to be able to book the treatment duration correctly and to be able to offer upgrades on services. Time to time dissemination of information to other service departments in the hostel (i.e F&B and Housekeeping Departments) through Town Hall meetings is also encouraged to be able to do cross promotions. (see current Menu of Services of Spa.)

Wellness Menu

UNWND Luxury Hostel Calatagan SPA MENU MASAGE UNWND Signature Warm Bamboo Experience a deep level of muscle relaxation and well-being. The heated bamboo cane used in this treatment replace the hands of the therapists for a deeper and firmer massage pressure. The feeling is invigorating as the heated cane glides over your tired and sore muscles, giving you that feeling of instant and long-lasting relief. 90minutes/ 1,500 Customized Tailored to your specific needs, whether to reduce tension, increase circulation or induce relaxation. This therapeutic bodywork technique includes stretching, trigger points and moderate to deep focused pressure to the tensed muscles. 90minutes/ 1,500

De-Stress This therapeutic massage emphasizes relaxation using soft to medium pressure and slow tempo gliding strokes. The goal is to improve circulation to ensure the continuous flow of oxygen necessary for bodily function. A mixture of Lavander and Bergamot essential oil reduces blood pressure, anxiety, inflammation and stress levels. 60minutes / 900 90minutes/ 1,200 Detox A great way to naturally get rid of our body’s toxins and harmful substances. This massage focuses on lymphatic stimulation to break down toxin build up and spark our immune response. Using medium to deep pressure strokes, our therapist will gently massage your lymph nodes located in the neck, behind the ear and groin. The use of Tea Tree and Orange Essential oils enhances the process of detoxification. 60minutes / 900 90minutes / 1,200

FOCUSED MASSAGES A perfect treatment if you are limited on time because of your busy schedule. We invite you to a 30 minutes focused area massages to address muscular tensions. Every session is unique and tailored to your needs. This treatment is done in the convenience of your beach lounger! Back Tension Reliever Poor sitting posture contributes 80% of back pain problems, massaging this area improves circulation, promotes relaxation and realigns back muscles. Head and Scalp Aids in relaxation and may even lower blood pressure and heart rate. Helps you calm and improve your mood instantly. Hands and Arm Helps increase over-all productivity as well as energetic balance, relieves stress, swelling and increases flexibility and blood flow. Foot Massage The most overlooked part of our body, massaging this provides multiple benefits. Alliviates edema, improves sleep, relieves body pain, and promotes better sleep and relaxations. 30minutes / 700

BODY SCRUBS Beauty experts agree that the secret to healthy and youthful skin is through exfoliation. This natural skin care treatment whose primary function is to remove dead skin cells, deeply remove impurities and brings back its natural glow. The treatment starts with dry brushing, cleansing, exfoliation, rinsing and ends with the application of moisturizer to hydrate the skin. Coffee Known for its anti-oxidant properties, it can also lessen the appearance of cellulites as it tightens the skin making it soft and smoother. Peppermint Great for relieving muscular aches and pains and will leave your skin soft and moisturized. With anti-bacterial effects to control the formation of acne and other skin problem due to its anti-bacterial effects. Shea Butter A natural cleanser and exfoliant known for its healing and restorative properties, revitalizes skin, eradicates stretch marks and acne scars. Cocoa Rich in flavanols that decreases the harmful effects of UV rays to the skin and a great addition to your anti-aging routine treatments. Enhances elasticity and hydration of your skin making it look healthier and smoother 45minutes / 1,500

PRE AND POST TANNING TREATMENTS Perfect Sun- Kissed Exfoliation is a great way to prepare your skin to achieve that even golden brown skin. This treatment will strip of dead skin and allows the fresh skin to be primed and ready to absorb your spray tan solution deeply and evenly. Allow a tleast 24 hours after having this treatment before sunbathing. After Sun, Sea, Salt Wraps Too much sun exposure can lead to sun rash and sun burn. Don’t let this ruin your holiday. Our blend of organic aloe vera gel, cucumber and yogurt provide an immediate cooling effect to your skin and prevent flaking. What’s best? Wrapping yourself in this potent mixture will replenish your skin’s lost minerals leaving your skin rejuvenated and ready for your next day’s outdoor activity

FOCUSED MASSAGES A perfect treatment if you are limited on time because of your busy schedule. We invite you to a 30 minutes focused area massages to address muscular tensions. Every session is unique and tailored to your needs. This treatment is done in the convenience of your beach lounger! Back Tension Reliever Poor sitting posture contributes 80% of back pain problems, massaging this area improves circulation, promotes relaxation and realigns back muscles. Head and Scalp Aids in relaxation and may even lower blood pressure and heart rate. Helps you calm and improve your mood instantly. Hands and Arm Helps increase over-all productivity as well as energetic balance, relieves stress, swelling and increases flexibility and blood flow. Foot Massage The most overlooked part of our body, massaging this provides multiple benefits. Alliviates edema, improves sleep, relieves body pain, and promotes better sleep and relaxations. 30minutes / 700

When “I” replaced with “WE” Illness becomes WELLNESS.