Subject: Release updates- Important
From: Deeksha Dadu <[email-masked]>
To: "Pravesh Singh (LSM)" <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Sat, 15 Oct 2022 10:59:54 +0000

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Please tell the team to always book people in the room the provider is assigned to unless they request a duo massage.

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Hello.
If you make a same day appointment first thing in the morning, please do not schedule it with less than 1.5 hours notice. We need to give providers enough time to get here.

Thanks!

Kris

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Hi team,

In response to the inquiry from Marie Achilles regarding what we offer for large groups, yes, we can accomodate a party like that. We wanted to share some more information so you feel more confident about these types of questions! You can direct clients to the "Corporate and Private Events" tab on our website (https://releasewellbeingcenter.com/events-and-groups/
[https://releasewellbeingcenter.com/wp-content/uploads/2016/02/slider-1.jpg]<https://releasewellbeingcenter.com/events-and-groups/>
Events and Groups - Release Well-Being Center<https://releasewellbeingcenter.com/events-and-groups/>
There are many reasons to celebrate life; birthdays, bridal parties, baby showers, anniversaries, graduations, just to name a few. Release is here to help you celebrate these special moments. At Release we offer private events during and after hours as well as private classes and parties. If you are not quite sure which option works […]
releasewellbeingcenter.com
). Here, it details what we offer in terms of pricing, group size, and different services. Hopefully this will help! Let us know if you have any questions.

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Hello!

This is Isabella from the front desk. It would be very helpful for us if when appointments are cancelled and in need of a refund, we could be notified what the service was that was cancelled. It can get confusing if a client has more than one service that could be refunded so this will help with that confusion!

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Please pass on to everyone that pregnant women cannot be booked for a hydrafacial as the serums used are potentially harmful to the pregnancy. Additionally, if a pregnant woman wants to book a reflexology appointment, she must be booked with someone who is licensed to treat pregnant women and specializes in reflexology. Dianne is our current provider who does both.
Thank you!

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And for the call center: Please make necessary changes to booking systems and procedure

1) We have removed the 15 minute reflexology appointment from our website and MindBody at the request of the providers

2) Going forward, please keep a zero gravity chair in Room 3 and only book Dianne in room 3 for reflexology.

3) Junny prefers to use the massage table so she can be booked in Room 2 or for a duo in the duo suite.

4) Any group of 7 or more MUST be considered a Private Group and pay the concierge fee. Please refer inquiries to our website Corporate and Private Events, and then select Events and Groups for options and pricing. They can submit a form from the bottom of that page.

5) 2 way communication between concierge and providers about unhappy guests. We want to ensure providers know about any unhappy guests. Please mention to providers prior to appointments of guests who are not happy.
At the end of the provider sessions, if a guest is unhappy please have teams inform leads so that they are able to handle the situation before the guest moves off site.

-Thank you so much team!
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One more thought: When people want to reschedule, please confirm that they want to keep the payment in the system for next time rather than get a refund. If they want to keep the payment in the system, note it in their Staff Alert and in the communication log.

On another matter, when making confirmation calls, please ask the team to offer to book bliss rooms if the person has booked online. (Which you know because there is a globe symbol above their name.)

[Screen Shot 2022-09-17 at 9.49.49 AM.png]

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Please let everyone on your staff know that for groups of seven or more, the client should be directed to our events web page<https://releasewellbeingcenter.com/events-and-groups/> for information. If they'd like to proceed, they should fill out the form on the bottom of the page and our event coordinator will get in touch with them.

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Hi- I wanted to share that our 6pm Wed evening "Release the day" Yoga class does offer the option to go to visit our mineral pool after class. No additional purchase is required for this if the guest attends class.
Many thanks,
Christi Tarzia

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Good evening team,
I just received feedback from Wayne, one of our massage providers, that for the 2nd Thursday in a row he only has one booking and the other providers have many more appointments. I just want to confirm that you are booking equitably, rather than booking from left to right. Also, when you are scheduling, please be sure to suggest male providers first rather than asking if they prefer a male or female therapist. This will help balance the schedule as well. Thank you!

Linda
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Attention Team:

NEW PROTOCOL: We are no longer allowing services for guests younger than 13 years of age. If someone calls for services, please make sure that all guests will be OVER 13. If someone schedules a teen facial, please be sure to ask if the teen is at least 13 years old.

Please see the update to our website:
Is there a minimum age for treatments?
Spa Guests must be 13 years of age or older. Guests between the ages of 13 and 17 must have the written consent of a parent or guardian and they must be accompanied by a parent or guardian in Bliss. Guests between the ages of 13 and 17 may only be scheduled with female providers.

We will need to be careful when scheduling services to make sure all parties are over 13.  Additionally, if someone is scheduling a "Teen Massage", it is important to confirm that the guest is 13 or older.

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APPLY PAYMENT

After scheduling an appointment, click on the appointment and select Apply Payment from the pop up menu. If this does not appear as an option, it means that the payment does not match the appointment type. A few common errors to look for:

CBD Massage paid as upgraded massage. CBD is $10 more than upgraded massage and is its own payment option for both services and packages.
Duos booked as duos but paid for as single services.
Payment does not go through for some reason, perhaps declined or a step was not completed.
Service selected does not match service booked - lots of types of errors seen. Massages booked but a facial is paid for or vice versa. Deep tissue booked but release signature paid for and vice versa. The details are important, make sure the service/package booked is the same as service/package paid for.

For call center, if Apply Payment is not an option, let the team at Concierge know right away and we can void and recharge correctly. If concierge team is scheduling and Apply Payment does not appear, Void the payment and recharge. Make sure to deselect the email for the second payment so the client does not think we charged twice OR email the client to let them know what happened.

ROOM ASSIGNMENTS

Please follow the room assignments at the top of each providers’ column when scheduling. If that room is not available, it usually means the room was incorrectly booked for another provider. Change the room assignment for the provider who was incorrectly scheduled, then schedule the appointment with the correct room assignment. If a provider is scheduled in the Duo Suite, please book all duos with them first. Sometimes there are duos booked at the same time as a Duo single which causes much confusion.

CONFIRMATION CALLS

These are very helpful. When leaving a message, please ask them person to press 1 when calling back to confirm. These return calls should go to call center rather than concierge. This is especially problematic on Tuesdays when we are closed.

Thank you all!

WIth gratitude,

Linda
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We received several voicemails today from guests that had messages left for them just asking for a call back. I am assuming this was for confirmation calls. Please remind the team that when they leave a message for the clients, to tell them “we are calling to confirm your appointment”
otherwise, it is confusing the guests and creating a large call volume for us when they call back to inquire about why they were called.

Thank you!
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Hello call center team,
I would like to add to this. It would be much appreciated if the call center could take on confirmation calls going forward. This would mean that they will need to call all appointments, at least 48 hours in advance just to confirm those upcoming appointments.

Script would look a little something like this:
"Hi [guest name] this is [staff name] calling from Release Well-Being Center to confirm your upcoming appointments with us on [date]. We have you scheduled for [appointment(s)] at [time(s)]."

If you speak directly with the guest, you can mark the appointment confirmed from the schedule (click on the appointment, from the menu that pops up, hit the confirm button. If they have more than one appointment, select the confirm all option). If you leave a voicemail, you just add to the notes under their appointment that you left a confirmation call, the date you left the message and your initials.

We want to be doing these at least 48 hours in advance so it gives the guest enough time to cancel or reschedule without facing any penalties. It also helps avoid no shows on the day of.

If we can start that ASAP, that would be great. Let me know what you might need from us or any questions you have. Thank you!!!
On Fri, Jan 14, 2022 at 12:44 PM Release Concierge <[email-masked]<mailto:[email-masked]>> wrote:
Hello team,
I want to share a few updates with you.

  *   There is a mask mandate in place by the Town of Westborough, so guests must wear masks at all times except when they are in bliss rooms, eating in the cafe, face down during a massage, and during a facial.
  *   Sam the massage provider is back! HIs schedule is being confirmed today. We know a lot of people have been inquiring about booking with him, so his available times should be posted by next week.
  *   Please tell guests when they book that they will receive forms to fill out via email, and it is a good idea to do so before their appointments so it doesn't eat into their time at Release.
  *   Finally, please let us know when you've booked a same day appointment so we can alert the provider with a phone call. Last week one of our providers almost missed an appointment because his email was down.

If you have questions, please call.
Thank you.
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MASSAGE:FEMALES
- Ashanti- pre-natal, hot stones, release signature
- Junny- deep tissue, cranial sacral, reflexology
- Ashley- deep tissue
- Poppy- deep tissue, cupping
- Leah- energy release, polarity, release signature
- Emily- relaxation, release signature
- Janina- deep, tissue, release signature

MALES
- Alex- deep tissue, pre-natal
- Wayne- relaxation, release signature
- Rick- reflexology, hot stones

*ALL providers do release signature and aromatherapy massages but some prefer deep tissue over others. If somebody is specifically looking for deep tissue- book with Alex, Junny, Poppy, Rick or Ashley. If somebody is specifically looking for relaxation (release signature), book with Ashanti, Leah, Emily or Wayne.
* Pre-natal, cranial sacral, cupping, energy release and polarity are specific to the providers I listed them with above.

FACIALS:
FEMALES (they are all female)
- Cynthia- lash and brow tint and shaping
- Renee-  lash and brow tint, lift and shaping, hydrafacial, dermaplaning
- Melanie- hydrafacial,
- Danny- reiki, intuitive reading, lash and brow tint and shaping, hydrafacial

*Services listed for estheticians are special facial treatments that they don't all do.
*ALL of them do the basic facials that are listed

Most providers do most services but they also have preferences. We are in the process of narrowing down what each personal preferred service is.
I really hope this helped and if you need any clarification at all please let me know!

Thank you for all your hard work and everything you do to help us!

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Hello,
I just wanted to clarify that when booking women who are pregnant we only really recommend the Salt Room for them. The spa tub is okay but only if they want to sit on the side and dip their feet in. They are NOT allowed to do the sun sauna or the steam room as that is dangerous for the baby. So if booking somebody for a pre-natal massage, when asking what bliss rooms please let them know that the salt room is their best option and they are able to do a double salt room if they want.
Also, just a reminder that pre-natal massages can only be booked for women in their second or third trimester so just make sure you clarify this information when booking.

Also, Alex is a MALE provider. So if you see alerts or notes that state female provider only please make sure you are not scheduling with Alex, Rick, or Wayne.

We just want to make sure we are giving the client as much information as possible when booking them :)

Please let me know if you have any questions or need clarification!

Thank you for all your hard work!!
The Release Well-Being Team