New You Cosmetic CentresTeam Handbook
What is expected of you

A Standard of Excellence

Through perseverance, ambition and pride in your work, success can be achieved.

The service standard

Seven behaviours, every client, every time

These are not suggestions. They are the minimum standard on every shift, in every clinic.

S

Smile

Staff will actively greet clients, smile, and speak clearly in a friendly manner.

E

Eye

Staff will make eye contact, even in passing, with an acknowledgement.

R

Recognition

All staff will create a sense of recognition by using the client's name, when known, in a natural and discreet manner.

V

Voice

Staff will speak to clients in an attentive, natural and courteous manner, avoiding pretension, in a clear voice.

I

Informed

All client contact will be informed about our services and products, will take ownership of simple requests, and be able to answer their questions.

C

Clean

Staff will always appear clean, crisp, well groomed and well fitted.

E

Everyone

Everyone, everywhere, all the time shows their care for our clients.

6 principles

The Six Principles of Hospitality

The principle on the left. What it actually looks like on the right.

01
Smile and greet every client
Establish eye contact, smile and say an appropriate greeting.
02
Speak to a client in a warm, friendly, courteous manner
You convey a genuine warm and friendly tone by speaking politely in a voice that is not overbearing. You display respect and courtesy by using the client's name whenever possible.
03
Display genuine and enthusiastic interest in the client, pay complete attention
You maintain eye contact and listen actively by asking questions of clarification. You are not distracted by other duties. You do not rush the client to conclude the interaction.
04
Anticipate clients' needs and be flexible in responding to them
You look for ways to extend yourself by anticipating the needs of the client and offering services the spa provides.
05
Be knowledgeable about your job
You understand and demonstrate that your training and job knowledge are ongoing. You seek out knowledge in areas of expertise you are not familiar with.
06
Take ownership of guest problems and resolve them
Take initiative if something is brought to your attention.
Perseverance · Ambition · Pride

A Standard of Excellence

Perseverance and determination are key factors in the pursuit of success.
Perseverance is more than effort — it's an attitude.
A positive, success-oriented attitude will not only raise your personal level of performance, but that of those around you as well.
If the performance level and morale of your fellow workers is positive, then new heights can be collectively attained.
Being ambitious is something that will only assist in your pursuit of excellence.
Setting goals is a very important aspect of ambition.
No goal is too high if you persevere and take pride in what you do.
Ambition means excelling in your area and always keeping an open mind by continuously educating yourself.
Truly taking pride and enjoying what you do is the most valuable component of a successful career.
If you really love what you do, you cannot help but succeed.
Most of all, accept nothing less than your personal best.
You must be passionate about what you do. This is what drives you to achieve quality.
What New You expects

How you show up

Two lists. The first is the attitude you bring. The second is how you conduct yourself once you’re here.

Attitude

  • Be friendly, warm, welcoming and gracious
  • Seek ways to improve
  • Give others your full attention
  • Find pride and purpose
  • Anticipate service needs
  • Understand your role
  • Be a team player
  • Work co-operatively and efficiently with others
  • Have a positive influence on others
  • Pitch in and help
  • Consider the needs of others and take action

Conduct

  • Communicate, and don't assume
  • Stimulate cooperation and teamwork with others
  • Make every moment count
  • Give the client a great experience they will talk about
  • Contribute
  • Put discretionary effort into your work
  • Arrive on time, if not 10 minutes earlier
  • Understand the requirements of your job
  • Support the vision wholeheartedly
  • When you bring up a problem, bring a solution
  • Be a problem solver and a sound analyzer
How we get there

Every client leaves satisfied

  • Each staff member must feel capable and confident about their ability to do their job.
  • We will help you learn the skills and procedures you need to succeed.
  • All staff members work together as a team to provide great service.
  • Increasing the WOW factor for the client.
  • Think of yourself as a client in every aspect — your attitude will change, I assure you.