UNWND Dumaguete - Spa Menu Playbook

Dumaguete

UNWND ARAW Corporate Lux Hostel Dumaguete Wellness Organizational Chart Manager UNWND Wellness Manager UNWND Wellness Supervisor UNWND Spa Therapist/ Attendant/ Wellness Trainer

UNWND Lux Hostel Dumaguete Contractual Probation Wellness/Spa Manager 0 1 Spa Supervisor/ Head Therapist 1 1 Spa Therapist 33 Wellness Trainer 11 Total 54 Current Ideal 0 5 Only 1 therapist & 1 Supervisor/Head therapist are on duty from 8 am-5 pm to assist in the replenishment & set-up of the treatment rooms. The other 2 therapists will report to work from 11 am till 9 pm, and the remaining to cover the late-night booking. Requests for in-villa treatments (last call for massages at 8 pm).

UNWND Lux Hostel Dumaguete 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 well-being. • Maximize 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.

UNWND Lux Hostel Dumaguete WELLNESS SUPERVISOR/HEAD THERAPIST • Assist the Wellness Manager in the management and growth of spa therapists and trainer, 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. • Maximize 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 Wellness 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 Wellness Manager update of any issues that may effect the smooth operation of the spa.

UNWND Lux Hostel Dumaguete WELLNESS THERAPIST/ATTENDANT • To provide customized Spa treatment journeys that are 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 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 of 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, ensuring 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.

UNWND Lux Hostel Dumaguete WELLNESS TRAINER • To guide and support guests to set health goals whether to lose weight, enhance energy, manage stress better, and improve eating habits. • Engage with guests by providing mindful movement, and recreational activities and promote the importance of being close to nature and its effects on reducing stress, fear and unpleasant feeling. • Perform body composition analysis, fitness and postural assessments to assist in designing an effective wellness program. • Be able to communicate clearly with the guest during all stages of their journey, so that they can truly place themselves under your guidance and care. This also includes guiding the guest to the next part of their wellness journey, whether that is to the changing or relaxation room, boutique, main restaurant, or their next treatment. • Promote and upsell all wellness services including the food and beverage healthy options menu. • Assist and support the Spa operations at all times.

UNWND Lux Hostel Dumaguete Departmental Interaction FOH

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

UNWND Lux Hostel Dumaguete Opening/Closing Procedures For Opening: *Supervisors/Head Therapist and Wellness Trainer 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. *Spa therapists must clock in 30 minutes before their shift. This gives time to check the volume of treatments of the day and to prepare the reception area: lighting, scent, and music. Welcome drink and cold towels should be ready in the refrigerator. For repeater guests, a 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 personalized. * Spa facilities, changing and relaxation areas should be checked and sanitized to make sure that are ready for the guests. For Closing: *Head Therapist & Spa Therapist must make sure that all vouchers and bookings have been posted, make sure that spa area 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 facilities, changing room, and relaxation areas are cleaned and sanitized. * Lights, AC, Music, and anything that is needed to close or turn off in Treatment rooms, Wellness area, and Fitness studio.

UNWND Lux Hostel Dumaguete Spa Spa Services After Wow Experience Arrival Facility Treatment and Spa Tour Departure

UNWND Lux Hostel Dumaguete Receiving Guests in the spa with treatment: * Therapist: Room and products to be used 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. Guests should fill up the consultation form or waiver. * Guests will go directly to the treatment room for changing.

UNWND Lux Hostel Dumaguete Telephone Standards All Spa and Wellness employees must follow the standard telephone manner at all times. To offer guests/ clients a consistently high level of customer service when communicating via telephone. A.1 Answering the Phone: All Spa and Wellness teams must ensure that all incoming calls will be answered with an 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 notepad 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.

UNWND Lux Hostel Dumaguete 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 a welcome beverage and sanitize their hands with a sanitizer spray. “ Please enjoy your drink!”

Spa Facility Tour From the Main Reception: “Let me give you a tour of the spa.” Guide the guest going out of the receiving area to explain and show the treatment rooms, relaxation, and wet area. “Here in UNWND Dumaguete we are open from 9am till 9pm, our treatment room has 2 beds, where we all do the body treatments and massages. \"However, if you want to have more privacy, we can arrange an in-villa spa service for your convenience.” “For our wet area, we have a sauna that can fit 2 people at the same time. We recommend the guest use the facilities before their treatment to achieve the full benefit. We accept 16 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 front office reception to reserve your preferred time.”

UNWND Lux Hostel Dumaguete 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. “Massages can also be done in the convenience of your room.” “Would you like me to make a reservation for you ?”

UNWND Lux Hostel Dumaguete Spa Reservation *NOTE: Spa menu are available both in the spa and in the guests rooms and SPA MENU, GUEST PROFILE FORM, AND may book through phone. Spa Receptionist should be able to FEEDBACK FORM ARE AVAILABLE IN QR CODES explain all the treatments. “ This is our Spa Menu, we offer simple yet effective spa treatments and massages.” “May I ask what would you like to achieve on your treatments? Would you 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.

UNWND SPA JOURNEY Lux Hostel Dumaguete The spa room should be prepared before the guest arrived, with a foot ritual, bed, and the products needed for the whole treatment. Upon arrival at the treatment room, assist the guest to sit on the chair for the foot ritual. Have the guest fill up the guest profile form and after that, do the consultation.  INTRODUCTION “Magandang Araw, my name is __April__ and I will be your therapist for today. How are you?” During the consultation the therapist may ask the following questions in a discreet and soft voice: > “For your massage, do you have any specific area that you want me to concentrate on or avoid?” > “ How about the room temperature and the music volume, are they fine with you?” > “Are you comfortable wearing a facemask for the whole duration of your treatment?” > “During treatment, how would you like the pressure of your massage?” Please don’t hesitate to inform me anytime if you need the pressure to be increased or lessen.” > “And if there is any discomfort during the treatment don’t hesitate to inform me anytime

UNWND Lux Hostel Dumaguete  FOOT RITUAL “Please have a seat. I will perform the floral foot ritual for you. (Give detox water) “ After the foot ritual, prepare the massage oil tester and have the guests smell it. Do the skin testing for any allergic reaction. Explain the benefits of the massage oil that they choose and the massage treatment.  TREATMENT ROOM INTRODUCTION “This is the treatment room. Please take a shower and put your things in the cabinet and put on the bathrobe. (the If guest doesn’t want to take a shower) Underwear and slippers are here, I will wait for you at the treatment area.  MOVING TO THE TREATMENT BED “Before we start, please remove your jewelry and watch ( put in the jewelry box). Please turn off your phone or put it on vibrate/silent mode. Please take off your robe and lie down on the bed.” ( DO PROPER DRAPING )  CHECK THE COMFORT OF THE GUEST “Is the temperature okay with you? Is the light too bright? How is the music?

UNWND Lux Hostel Dumaguete  CHECKING THE PRESSURE “Is the pressure alright? Is it okay?”  SWITCHING SIDE “Excuse me Mr./Ms. ____, please turn over.”  FOR 90 OR 120 MINUTE MASSAGE, OFFER WATER WHEN THE GUEST TURNS AROUND “Would you like to have some water?”  “INFORMING THE END OF THE TREATMENT “Excuse me Sir/Ma’am, the treatment is already finished. Would you like to have some water?” “Please get changed and don’t forget your jewelry and watch (if they have). I will wait for you outside the treatment room.”  ESCORT THE GUEST TO THE RELAXATION AREA “ I will escort you to the relaxation area, please follow me”

UNWND Lux Hostel Dumaguete  AFTER TREATMENT Serve the guest with hot tea and a hot towel. Ask the guest how they feel and give some home advice. “Please enjoy your tea/fruit juice and relax for a few minutes” Explain massage aftercare, the retail product that we are selling, and ask the guest to book another spa service.  FAREWELL GREETING “Thank you for coming and hope you enjoyed the massage. Hope to see you again”

UNWND Lux Hostel Dumaguete Spa Departure After the treatment ask the guest how they feel and give some home advice. 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. Request the guest to fill up the feedback form. Prepare the bill folder and let the guest sign the invoice. In the reception area, the Reception will ask the guest for some feedback regarding their treatment and ask if they would like to book for another session.

UNWND Lux Hostel Dumaguete Spa Email and Spa Itinerary May 5, 2022 Dear Ms. Levy Romanes, Mabuhay! Welcome to UNWND Luxury Hostel Dumaguete. Please find below your Spa Itinerary: Friday, 6th May, 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 advise 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 Dumaguete

UNWND Lux Hostel Dumaguete Spa Etiquette • Hours of Operation: UNWND Dumaguete is open from 9 am to 9 pm 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: [email protected] • 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 proper spa attire. • Cancellation Policy: Appointments must be canceled at least four (4) hours prior to the reservation to enable us to call other guests to offer the slot. Canceling the appointment for less than (4) hours will incur a 50% charge of the published rate.

UNWND Lux Hostel Dumaguete • 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 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.)

UNWND Lux Hostel Dumaguete SAUNA USE • Members and guests after consuming alcohol or suffering from high blood pressure, heart disease, infectious or contagious diseases, skin conditions, or who are physically unfit for steam and sauna bath are not recommended to use the facility. • Children under the age of 12 should be accompanied by an adult. • Please shower before using the facility. • Pregnant women or persons on prescribed medication should consult their doctors before using the facility. • You may enjoy the sauna as long as you want. Leave the facility immediately if you feel uncomfortable. The common time to use the sauna is 5-15 minutes per visit. • Drying of clothes, newspapers, and periodical reading, and any behavior that disturbs or would disturb others are not permitted in the sauna.

UNWND Lux Hostel Dumaguete Spa Menu

UNWND Lux Hostel Dumaguete SPA MENU MASSAGE UNWND Signature Warm Bamboo Experience a deep level of muscle relaxation and well-being. The heated bamboo cane used in this treatment replaces 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 on the tensed muscles. 90minutes/ 1,500

UNWND Lux Hostel Dumaguete 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

UNWND Lux Hostel Dumaguete 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 massage to address muscular tensions. Every session is unique and tailored to your needs. This treatment is done at 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 to relaxation and may even lower blood pressure and heart rate. Helps you calm down and improve your mood instantly. Hands and Arm Helps increase overall productivity as well as energetic balance, relieves stress, and swelling, and increases flexibility and blood flow. Foot Massage The most overlooked part of our body, massaging provides multiple benefits. Alleviates edema, improves sleep, relieves body pain, and promotes better sleep and relaxation. 30minutes / 700

UNWND Lux Hostel Dumaguete 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

UNWND Lux Hostel Dumaguete 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 off dead skin and allows the fresh skin to be primed and ready to absorb your spray tan solution deeply and evenly. Allow at least 24 hours after having this treatment before sunbathing. After Sun, Sea, Salt Wraps Too much sun exposure can lead to sun rash and sunburn. 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 prevents 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.

UNWND Lux Hostel Dumaguete SPA REMINDER ∙ Spa Treatments are available from 10am to 7pm, while in-room treatments are available from 10am to 10pm. ∙ The use of the Sauna and Spa services are open guest sixteen (16) years of age and above. ∙ Please refrain from smoking and switch your mobile phones to silent mode while in the spa area. ∙ We recommend that you arrive 10 minutes prior to your scheduled treatment or if you wish to use the sauna. ∙ Please leave your valuables in your room to avoid losses or inconvenience. Guests under the influence of alcohol are advice not to use the Sauna for their own safety. ∙ All treatments and services are inclusive of performance incentive and applicable local and government tax. ∙ Spa treatments can be arranged in the convenience of your room upon request, please speak to our Front Office team from more details. CANCELLATION CHARGES ∙ We understand that your schedules change and we will do our best to accommodate your request. As your treatment services are exclusively reserved for you, we kindly ask you to give us at least four (4) hours cancellation notice to accommodate other guests and avoid the full charges.

UNWND Lux Hostel Dumaguete COVID 19 SAFETY ∙ Please observe social distancing for at least two (2) meters and wearing of masks in enclosed public areas is advised. ∙ Spa treatment beds, pillows and sheets are changed and sanitized using hospital grade UCV lights for your safety. ∙ Frequent hand washing and sanitizing stations are available in all guest areas for your convenience. ∙ Should you wish to use the Sauna, Please call extension number XXXX? We close the area for at least 30 minutes to make way for cleaning and sanitation after each and every guest use.