The quality of staff training and customer service is vital to your operations. This is supported by specific procedures and guidelines outlined in a “how-to run my business” manual. Writing and revising your spa/salon operations manual is also a great way to review your goals and staff expectations. A manual is more useful for the success of your business than you may think it is. Here is a helpful outline of what details to include in your manual. Compare your manual to the following checklist – is yours complete? Your Spa Operations Manual (SOM) is also referred to as your Standard Operating Procedures. These manuals can be an outline of procedures or be very detailed. In the past, some businesses just had opening and closing checklists. This is not specific enough to guide the staff in running the business. A few companies probably go overboard on their details, but it is not a bad idea to nail down specifics for training.Your operations manual and employee handbook go hand in hand. You can have two separate SOMs for management and staff, or put it all in one manual. Some management information is best kept separate for efficiency and confidentiality. Transparency, yes; external staff sharing of in-house policies, no. Keep your how-to procedures, treatment protocols, and product knowledge information in a separate binder for technicians and staff training. Do not forget to note where your material safety data sheets (MSDS) are located for accessibility. Review local regulations and regional licensing rules with the staff to make sure you are in compliance – not exciting to review, but necessary. An employee handbook is more of a human resource guide that includes employee expectations, employment regulations, and compensation. You could combine both manuals together, as these topics are part of the spa operations. Training forms and generic employee paperwork can all be included in the SOM. If you need a SOM or have not updated yours in a while, now is a great time to do so. The manual also helps make policies and legal regulations clear for the staff. Make sure everyone reads this manual and reviews it annually. Have employees initial that they have read the manual and that they understand key points. If there is ever an issue with compliance or termination, this provides written evidence that policies were understood. Documentation and recordkeeping are very important in employee regulations and Human Resources. Legally, employee files and information are confidential, so make sure it is only accessible to supervisors and the Human Resource department. Human Resource laws change and can be serious, so review Human Resource regulations to avoid potential lawsuits, especially when it comes to hiring and discrimination. Asking seemingly minor, unlawful questions or writing biased notes can get you into trouble. Include these policies or rules in your SOM. International Spa Association (ISPA) Best Practices has some useful information on staff guidelines and operations (experienceispa.com). The Society for Human Resource Management also has great information on their website (shrm.org). Associated Bodywork and Massage Professionals (abmp.com) has a Code of Ethics that is a good guide for employee ethics. If you need help and do not have the time or energy to deal with writing, there are consultants who will help you write your manual; it is easy to update every year or as needed. It is money and time well spent that helps protect your business and make your operations and training run smoother. It really does make life easier! Employees are happier with having specific expectations and protocols. The staff can use these standard operating procedures tools to improve their skills in an organized atmosphere. Supporting your team so that they feel appreciated is part of the mission, vision, and standard operating procedures. Here are some of the items that could be included in a SOM that you can adopt and organize to meet your needs. If all of these are more than you want to work on right now, start with just the basics. What do you need for your facility? Think of your manual as a “road to success” map. Part 1Spa History & Branding Concept How did you start the business? Who are you and what makes you unique? Who are your clients? Guiding Principles Mission Statement Vision Spa Culture/Atmosphere New Hire Orientation & Onboarding Facility Tour Staff Introductions Review SOM & Forms Operation Training & Procedures Part 2General Operations Spa Menu, Services, & Pricing The Guest Experience & Customer Service First Impressions Greeting, Expectations, & Client Intake Forms Facility Management, Opening/Closing Procedures Front Desk Procedures/Policies, Cashier Transactions Scheduling & Timing Computer & Phone Systems Retailing & Selling, Merchandising/Displays Product Education, Vendors Marketing/Promotions, Client Demographics Gratuities Guest Complaint Protocols Handling Late Arrivals/Other Potential Problems Back of House (Backbar/supplies, behind the scenes logistics) Spa Attendants, Housekeeping, & Laundry Inventory Meetings & Events First Aid, Americans with Disabilities Act, Security Employee Engagement Employee Complaints Operations Training Checklists Sustainability Practices Employee Expectations Code of Ethics & Behavior Professionalism, Etiquette On-site Policies: Smoking, Drugs, Cell Phones, & Personal Needs Sexual Harassment Policies/Protocols Job Descriptions (detailed and specific) Personal Responsibility & Punctuality Dress Code, Grooming, & Attire Communication Protocols for Staff/Management Conflicts of Interest (and what is not appropriate in representing the business) Employee Reviews Disciplinary Actions Part 3Technician Training & Protocols Services: Procedures & Protocols (separate handbook) Privacy, Client Care, Draping Technician Guidelines Legalities: Licensing, OHSA, HIPAA, MSDS Scheduling & Pricing Opening/Closing Procedures for Technicians Facility Sanitation, Daily Preparations, Inspections Supplies & Equipment (use, maintenance) Client Release Forms, Intake Forms, Skin Care Regimen/Prescriptions Product Knowledge & Sales (This is usually in a separate handbook.) Employee Training Checklists & Forms Employee Performance Review Form & Testing Employee Services: Customer Feedback Form Part 4 – Human ResourcesRecruitment and Interviews Diversity, Equal Employment Opportunity, Americans with Disabilities Act Compliance Interview Guidelines & Legalities Legal Job Interview Questions & Note-Taking Employment Application Post-Interview Candidate Evaluation Form New Hire Checklist W-4 & Employee Forms Copies of Licenses, Degrees & Certificates Independent Contractor Agreement Non-Disclosure & Confidentiality Agreement Introductory Period Agreement (Probationary Period Conditions) SOM: Review and signed agreement (Employee agrees and understands policies.) Orientation & Training Compensation & Compensation Agreement (Individual employee pay is confidential.) Bonus Tiers, Commissions, & Hourly Pay Payroll Procedure & Pay Schedule Generic Salary Increase Letter Time off: Family Leave, Sick Days, & Vacation Time Benefits Performance Appraisal Performance Appraisal Expectations & Forms Disciplinary Action, Procedures, & Forms Termination, Procedures, & Forms (review legalities) Shelley Lotz has over 25 years of experience in the spa industry as an aesthetician, educator and business owner. Her new book is Green Spas and Salons: How to Make Your Business Truly Sustainable. She is a major contributing author of Milady’s Standard Esthetics Fundamentals. Lotz recently started an institute of aesthetics and is a certified sustainable building advisor. www.greenspasandsalons.comWant to read more? Subscribe to one of our monthly plans to continue reading this article.