Service Excellence Manual

SERVICE EXCELLENCE MANUAL

V 52212
Introduction

Each of our Spa guests are unique and arrive at our Spas with unique expectations and requirements. A
successful spa is one which accurately and thoroughly understands those expectations and
requirements and has a reliable system in place to delight every guest every time. Steiner's objective is
to anticipate these needs and practice the highest standards of care and attention during all services
performed on each vessel we operate on.
The Standards of Excellence Manual is an outline defining each process in detail to ensure expectations
are met, including, effective training techniques, goal setting and policies and procedures.

Defining outstanding guest experiences
As the foremost spa provider in the cruise industry, we place a high premium on ensuring that our
mission to deliver the highest grade of service is translated into every endeavor, treatment and
interaction ‐ with every guest.
Implementing and upholding our customer‐centric philosophy is an integral part of our daily operation
and reflects on the brand quality and guest retention for our respective cruise partners. Our business
operation is by no means one‐dimensional and we must always be cognizant of all matters that
influence our guests’ perception of our performance and that of our cruise partners.
In addition to reinforcing our customer service guidelines and policies, below is summation of the daily
procedures that are to be executed:
• Professional Management and operation of the spa, salon and fitness facility.
• First class treatment of each customer from the first contact we have with them through to the
end of guest’s stay in the spa and any follow up required.
• Establishing first class standards and operating policies.
• Monitoring and overseeing the condition of the facilities and equipment to the highest quality of
performance.
• Identification, measurement, and tracking of operational variables that cultivate satisfaction.
Customer based improvement goals.
• Customer satisfaction skills integrated into employee training modules.
• Ongoing communication with Steiner corporate office and cruise line representatives to
address all operational issues and guest relations

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Service Excellence

Steiner Spa’s are dedicated to delivering legendary service, exceptional value and consistent operations
to ensure a memorable experience of indulgence, beauty and well being. We will provide professional
guidance in prescribing quality personal care products and services for our guests, focusing on
developing a lifelong relationship with them by understanding and delivering his/her needs. Our
corporate culture is committed to continued training, education, open communication and respect,
while providing financial stability by operating at a profit allowing for continued growth.

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Code of Ethics

Preamble
It is our conviction that no desire should ever go unfulfilled, and we take pride in our unrivalled capacity
to tailor our programs and services to meet the individual needs and priorities of our guests. We are
more than just a choice service provider. Our business is founded on presenting guests with
unexpected, innovative therapies that will motivate them to transcend and transform their lives.
The following Code of Ethics should be read by every employee, director and officer of the Company.
These guiding principles are meant to be upheld and honored daily:
• Promote honest and ethical conduct.
• Promote compliance with applicable laws and governmental rules and regulations.
• Reinforce our Code of Conduct and Commitment to Excellence.
• Ensure professional management and operation of the spa, salon and fitness facility.
• Establish first class standards and operating policies.
• Treat co‐workers and other colleagues with respect, fairness and good faith, and advocate
conditions of employment that safeguard the rights and welfare of all employees of our
institutions.
• Do not advance private interests at the expense of our clients, employees or business partners.
• Always conduct yourself with honest, integrity, pride, and respect.
• Be honest and realistic in stating claims during all business transactions.
• Treat all persons fairly regardless of such factors as race, religion, gender, disability, age, or
national origin.
• Assist colleagues and co‐workers in their professional development and to support them in
following this Code.
• Avoid real or perceived conflicts of interest whenever possible, and to disclose them to affected
parties when they do exist.
• No director, officer or employee should take unfair advantage of anyone through manipulation,
concealment, abuse of privileged information, misrepresentation of material facts, or any unfair
dealing practice.

Any director, officer or employee who becomes aware of any existing or potential violation of this Code
is required to notify the Quality Assurance Manager promptly. Failure to do so in itself is a violation of
this Code.
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SPA JOB DESCRIPTIONS
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Spa Manager Job Description

Reports to: Shipboard – Hotel Director/General Manager
Assistant Hotel Director/First Purser
Shoreside – Director of Operations

Job Summary
Responsible for the daily operation and performance of the spa, salon, and retail area. Acts as liaison to
and maintains communication between spa and corporate office as well as maintaining an excellent
working relationship with on board management.

Duties and responsibilities
• Knowledgeable of all corporate policies, procedures and required reports.
• Maintain communications between spa and corporate office by submitting appropriate, timely
reports regarding operations, sales, and productivity on a daily and weekly basis.
• Review daily appointment schedules & productivity reports ensuring budget projections are
being met.
• Knowledgeable of all spa activities, programs, services and retail products in order to train and
motivate staff to ensure that business goals and profit objectives are met.
• Oversee Spa, Salon and Gymnasium and day‐to‐day operations of the Ocean spa.
• Conduct frequent daily walk‐thru’s to ensure that facility and equipment are always clean and in
good repair, and to interact with staff to motivate and encourage them in the daily performance
of their duties.
• Establish and maintain standards and procedures for all aspects of spa operations.
• Evaluate spa operations on an on‐going basis and develop timely solutions to the various
operational problems that occur.
• Supervise, coach, mentor and train staff to ensure exceptional guest experiences, and to assist
in staff career development. Discipline and counsel staff as needed.
• Conduct meetings on a daily and weekly basis.
• Complete quarterly staff evaluations in a timely and fair manner.
• Oversee all spa purchases and the processing of payment for all invoices on a timely basis.
• Assist in on‐going guest promotions to increase services and product sales.
• Ensure that spa rules and regulations are followed by guests and enforced by staff.
• Receive and respond to all guest comments, suggestions and complaints in a constructive and
professional manner.
• Practice proper time management skills in order to remain organized within the position’s
workload.

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Qualifications, knowledge, skills and abilities
• Minimum of 2 + years experience in the spa industry.
• Shipboard experience of at least but not limited to two ‘contracts’.
• Previous management experience.
• Keen business acumen.
• Committed to executing exceptional customer service.
• Ability to recognize and support the organization’s preferences and priorities.
• Comprehensive understanding of all retail processes.
• Excellent listening, oral and written communication skills.
• Strong organizational and problem solving skills.
• Tactful, mature and able to get along with diverse personalities.
• Able to exemplify professional behavior in all aspects of position.

SmarT Responsibilities
• To ensure the efficient operation of the companies POS system (SmarT) is performed by all spa
employees and Assistant manager.
• To perform the start voyage function in smarT.
• To perform the end of day function and balancing with smart and cruise line systems.
• Perform the end of voyage function within smarT.
• Perform all smart updates as required.
• Time recording systems.
• Establishing staff schedules for the next voyage.
• Prepare the reservations systems (either Silverspa or paper sheets) for the next voyage.
• Monitor and manage the staff time recording system as appropriate.

Stock/inventory responsibilities
• Ensure the accurate receiving of all stock (Inventory) items received into the spa.
• Ensure the accurate recording of all stock (inventory) items transferred out of the spa.
• To prepare a discrepancy report on the completion of receiving function in SmarT.
• To direct the daily issuing of supply and stock items to the central supply location. In most cases
this will be the mangers office where a par level no greater than one week of consumption shall
be kept for spa utilization.
• To complete and submit stock requisitions to the Purchasing Department.
• To record in SmarT and account for all stock spoilage, executive use and damaged goods on a
daily basis.
• To record all professional stock usage in SmarT on a daily basis.
• To record all transfer of stock (vessel to vessel, to warehouse location, landed stock) in SmarT.
• To perform a weekly inventory of key items and advise the Spa Manager of potential shortages.
This should be completed at the end of every voyage.
• To complete a weekly inventory balancing of all physical stock against usage. This
should be done at the end of every voyage.
• To maintain the security of all stock cupboards at all times, ensuring tight control over
all distribution.
• Organize store‐room items in the same sequence as on the master inventory for easier counting.
• Conduct quarterly inventory counts as scheduled and record counts in SmarT.
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• Assist auditors when selected to participate in shipboard inventory audits.
• Conduct weekly inspection (at each voyage end) of all stock cupboards and take remedial action,
where necessary.
• To review the SmarT Inventory Variance Report at the end of every voyage and proactively
prepare explanations as required.

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Assistant Manager Job Description

Reports to: Spa Manager

Job Summary – Primary function
The Assistant Spa Manager will manage all reporting functions required by smarT; including starting and
ending voyage as well as directs and controls all receiving, storing, distribution, and inventories of all
spa, salon and fitness stock.

Secondary function
To assist the Spa Manager with all aspects of the spa operation, including training managing and
motivating staff, and be able to take over the spa manager’s responsibilities if called to.

Duties and responsibilities
• Must ensure that all procedures and standards set by the Company are adhered to.
• Assist the Spa Manager in keeping current with email communications.
• To ensure the efficient operation of the stock cupboards, including all receiving and issuing
activities.
• Accurately record all professional usage of stock in the spa.
• Provide the Spa Manager with assistance in the preparation and submission of daily flash
reports.
• Provide spa staff with assistance in completing all personal and spa administrative reporting.
• To perform duties that may be necessary, and as directed by the Spa Manager.

SmarT Responsibilities
• To ensure the efficient operation of the companies POS system (SmarT) is performed by all spa
employees.
• To perform the start voyage function in smarT.
• To perform the end of day function and balancing with smarT and cruise line systems.
• Perform the end of voyage function within smarT.
• Perform all smarT updates as required.

Time recording systems
• Provide the Spa Manager with assistance in establishing staff schedules for the next voyage.
• Prepare the reservations systems (either Silver Spa or paper sheets) for the next voyage.
• Monitor and manage the staff time recording system as appropriate.

Stock/inventory responsibilities
• Ensure the accurate receiving of all stock (Inventory) items received into the spa.
• Ensure the accurate recording of all stock (inventory) items transferred out of the spa.
• To prepare a discrepancy report on the completion of receiving function in SmarT.
• To direct the daily issuing of supply and stock items to the central supply location. In most cases
this will be the mangers office where a par level no greater than one week of consumption shall
be kept for spa utilization.
• To complete and submit stock requisitions to the Purchasing Department.
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• To record in SmarT and account for all stock spoilage, executive use and damaged goods on a
daily basis.
• To record all professional stock usage in SmarT on a daily basis.
• To record all transfer of stock (vessel to vessel, to warehouse location, landed stock) in SmarT.
• To perform a weekly inventory of key items and advise the Spa Manager of potential shortages.
This should be completed at the end of every voyage.
• To complete a weekly inventory balancing of all physical stock against usage. This should be
done at the end of every voyage.
• To maintain the security of all stock cupboards at all times, ensuring tight control over all
distribution.
• Organize store‐room items in the same sequence as on the master inventory for easier counting.
• Conduct quarterly inventory counts as scheduled and record counts in SmarT.
• Assist auditors when selected to participate in shipboard inventory audits.
• Conduct weekly inspection (at each voyage end) of all stock cupboards and take remedial action,
where necessary.
• To review the SmarT Inventory Variance Report at the end of every voyage and proactively
prepare explanations as required.

Organizational relationships

Key Working relationship with ‐ Spa Manager
Purchasing and inventory personnel
SmarT Support staff
Operations Revenue and Sales Managers
Operations Directors

Any and all staff members that are trained and certified in other services and/or treatments, may also
be scheduled to complete those services as per the requirements of the business. This may also include
a column change. Please refer to the relevant job description for the duties and responsibilities
entailed. Please refer to the commission structure for payment schedule.

All staff members are required to perform general duties during their scheduled hours, as directed by
the manager onboard. General duties may include, but are not limited to, promotional duties, port
cleaning, staff meetings, training and stock inventory. Please be guided by your manager’s
instructions.
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Receptionist Job Description


Job Summary
The Spa Front Desk Receptionist is responsible for the reception area in the spa. This includes the
greeting of all guests, answering the telephone, assisting guests with questions regarding spa services
and products, booking appointments, checking the guest in, and ensuring POS and SmarT dockets are
completed correctly at the end of the guest’s spa treatment.

Duties and Responsibilities
• To be on time for work.
• To open and close the spa each day as required according to Standard Operating Procedures.
• Accurately schedule, change and cancel spa appointments.
• Verify guest is 18 years or older, if they are receiving treatments other than salon or Y‐spa
services.
• Greet everyone who enters and leaves the Spa facilities and acknowledge and greet all guests
exiting the spa.
• Provide detailed descriptions of spa treatments, packages, services, facility features and hours
of operation to guests onboard.
• Utilize spa POS and SmarT machines with skill and proficiency.
• Answer the phone promptly and use the guest’s name throughout phone conversation.
• Actively promote the spa, treatments, services, seminars and retail, as well as programs,
promotions and/or discounts available.
• Maintain eye contact when addressing all guests.
• Handle guests’ questions and concerns professionally and courteously.
• Provide accurate, appropriate and immediate responses to all guest requests, ensuring
complete guest satisfaction.
• Maintain a clean, safe, fully stocked and well organized work area.
• Develop ability to work without constant direct supervision and remain at assigned post for
extended periods of time.
• Maintain a positive attitude and contribute toward a quality work environment.
• To attend and participate in training and staff meetings.
• Assist in all areas of spa operation as requested by management.
• Communicate to management any and all occurrences involving staff or guests in the spa that
require attention.

The spa industry provides some of the most exciting professions today! You have been carefully selected
to represent this department because of your customer service abilities and your enthusiasm. We hope
you will find your career with us rewarding and challenging.
As a front desk receptionist, you are the most visible person in the spa. Our guests will determine
whether they want to utilize our services based almost solely on their interaction with you. We are
committed to providing our guests with exceptional and friendly service while consistently exceeding
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their expectations. Our goal is to convey a sense of professionalism and efficiency, while giving our
guests that personal touch they have come to expect from Steiner Spa’s.
Here are a few helpful hints to start you off on the right track:
• Recognize our guests and always use their name.
• Immediately attend to passengers approaching the reception desk unless you are interacting
with another passenger (Do not make passengers wait while you complete paper work).
• Remember there is only one chance to make a first impression ‐ make sure it’s a positive one!
• Create memories our guests will remember forever.
• Look your best every day.
• Be well informed and know your job.

Learn and regularly review:
• Solution Sales.
• Overview of spa treatments.
• Spa Services on board.
• Listen attentively to your guests’ needs.
• Maintain eye contact and smile. ☺
• If you don't know how to accommodate a guest, let them know that you will find out and follow
up.

Booking appointments
When a guest asks to make an appointment, you must determine what service(s) they want, their
desired time of appointment and whether they would like to request a specific therapist to perform
their treatment.

The guest’s age must be verified. If the guest appears to be under the age of 25 proof of age must be
requested and the age confirmed to be over 18. If they are under the age of 18 the Y‐spa menu must be
provided and Y‐spa policies take effect (please see Y‐spa policy). If the booking is being made over the
phone, the receptionist must inform the guest of our age policy and notate on the booking that the age
needs to be verified upon check in (please refer to the check in policy). Guests under the age of 18 must
be accompanied by a parent or guardian when signing up for services. Only Y‐spa services are available
to guests under the age of 18. A consultation form must be completed by the parent of guardian for all
guests under the age of 18.

Guests should be asked if they have a preference of a male or female therapist. Gender preference must
be documented on the reservation. (Important note: All Y‐spa services are rendered by female
therapists only).

Many guests are not familiar with our menu of services. It is the responsibility of the receptionist to
familiarize themselves with all services so they are able to explain each service and differentiate
between similar services. If the guest is booking services for a future date, provide them with a menu of
services or brochure. If the guest calls to schedule an appointment and time permits, offer to deliver a
menu to their cabin if they do not have one.
When an appointment is being scheduled for spa guests, you must obtain:
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• First and last name.
• Room number to secure appointment.
• Preferences or special notes.
• If the guest will be visiting our spa for the first time, advise them to arrive 15 minutes early prior
to their service in order to fill out the necessary consultation form.
• Advise guests of our age policy if guest is not in receipt of a brochure (refer to policy in manual).

Always inform the guest of our cancellation policy:
• 24 hours notice, or more, is required to cancel appointments without penalty.
• If an appointment is cancelled with less than 24 hours notice, the manager is to advise the
guests of the cancellation policy and suggest that an alternative appointment if available will
avoid the penalty.
• All attempts are to be made for an alternative appointment. If none are available then a 50%
penalty can be levied only if the manager confirms that:
• The guest was not ill.
• That the appointment was not missed due to tendering or a delayed return from a shore
excursion.
• That the guest’s appointment time was not filled with an additional client at the last minute.

If applicable, inform the guest that “day‐use” of the entire facility is included with their service. They
are welcome to use the fitness equipment, steam, saunas or relaxation lounge prior to or following their
treatments. If they desire to use the facility prior to their scheduled treatment, they must check‐in and
pay for their service at that time, even if they plan on leaving and returning later for their treatment.

Finally, to ensure accuracy, always conclude the call by repeating back the reservation date, time,
service selected and technician requested, if any. This step will greatly assist in reducing reservation
errors by catching them at the time of booking.

Service booking policy
A warm, relaxing, stress‐free environment is not only what we strive to offer our guests; it is the goal for
our staff as well. A critical element to the success of our spa is our ability to work together as a team. If
we are unable to work seamlessly together, our guest will be the first to notice. It will not only hurt the
business of our spa but will affect your individual success in this industry. Following are some policies
that we have put in place to help us avoid unnecessary contention:
• It is the responsibility of the front desk receptionist to ensure that the appointments are booked
evenly.
• To guarantee fairness among all of the technicians, the Receptionist will look over the
appointment book at the beginning of the day to ensure that the appointments have been
evenly distributed.
• Technicians may only be booked for services for which they are qualified to administer. In some
cases, it is impossible to fairly book services if a technician is not trained in all services.
• Technicians are not allowed to refuse or trade services unless they arrange to do so with
another technician qualified to perform said service. In the event of a change, the technician
must inform the front desk. Guest requests cannot be moved or changed without manager
approval.
• Upgrades should be suggested for each treatment made to enhance the guest’s spa experience.
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• Example: If booking for a facial the hair will often require a wash and blow‐dry after. Your up‐
sell will remind the guest who may forget otherwise.
• Spa receptionists are responsible for all scheduling and will use their best judgment when doing
so.

Specific information for booking appointments
Because some spa services are treatment‐oriented, certain considerations should be taken when the
guest is booking their appointment. In some cases, Receptionists must combine common sense with the
knowledge of the guest’s needs to determine the treatment that is best suited for them. The following
are simply guidelines that should be considered and/or followed when booking spa treatments:

Massage
To help your guest determine which type of massage will best suit their needs, ask the following
question:
What results are you requiring from your massage?

Body Treatments
• Do not shave the legs or body hair directly before a treatment.
• Avoid excessive sun exposure before or after a treatment.
• Guests with a substantial condition of varicose veins should avoid treatments with heat in the
leg area.
• Guests with heart conditions should limit treatments that utilize heat. For severe heart
conditions, treatments requiring heat should be avoided altogether.
• Guests with iodine sensitivities and hyperthyroid conditions should avoid Aromaspa and
Ionithermie treatments.
• Guests with considerably high blood pressure should not have treatments utilizing heat.
• Guests under the age of 18 having services must be treated by a female therapist only (refer to
policy and Y‐spa menu).

Hydrotherapy Bath Treatments
• Guests with high blood pressure should avoid hydrotherapy bath treatments.
• For added treatment privacy, guests may be advised to bring a bathing suit for their comfort.

Facials/Ionithermie
• Avoid sun exposure before or after treatments due to skin sensitivity.
• Avoid heat treatments before or after treatments due to skin sensitivity.

Pregnancy
• No Aromatherapy oils to be used during pregnancy. The recipient must have completed their
first trimester before massage is administered.
• No Ionithermie treatment.
• No La Therapie electrical facial treatment.
• No Aromaspa treatment.

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Preferred order for services
If a guest is having multiple services for their convenience you should try to schedule their appointments
so that the guest has an easy transition between their services. For example, do not book a manicure or
pedicure before a massage because the polish will need time to dry. Hair and nails should be last, after
the guest has had time to change back into their regular clothes. Also, many guests prefer to shower
after a massage to remove the excess oil. Unless otherwise requested by the guest, appointments for
multiple services are usually best made in this order:
1. Massage
2. Body Treatment
3. (The guest may want time here to shower)Facial
4. Hair
5. Manicure/Pedicure

Checking a guest in for services
Prior to arriving at our spa, the guest has already formed an image in their mind about the experience
they are about to have. If you have followed all of the standards previously discussed, that image will be
a positive one. Once the guest arrives, they are subject to many first impressions. Each of these
impressions are collected and stored in their mind. By the end of the guest’s time with us, these
impressions have compounded into their overall experience. When checking a guest in for services, you
are responsible for the first impression our guest will collect. Following are guidelines to ensure the
start of a positive guest experience:
• Regardless of whether you are on the telephone or assisting another guest, when a guest enters
our spa, immediately smile and make eye contact.
• Always speak to the guest in a warm, friendly manner and smile as much as possible.
• Remember, it is your job to serve our guest, not an inconvenience.
• If it is the guest’s first visit to our spa, provide them with a consultation form and follow the
check in procedure for your specific vessel.

Appointment Errors
By properly following the guidelines outlined under Booking Appointments, most appointment errors
should be avoided. In the event that errors do occur, the following guidelines will assist with trouble‐
shooting and resolving such problems:
• Ask the guest to provide the date, time and type of service for which they were scheduled.
• If the appointment is not in the schedule, check the schedule again to see if you can
accommodate the guest at that time, without letting them know an error was made.
• If you are unable to accommodate the scheduled time and service, apologize to the guest for
the error and offer an alternative or upgraded treatment for the scheduled time.
• Regardless of the situation, always do your best to accommodate the guest and handle guest
errors efficiently and effectively.

Note: You are empowered to solve an unfortunate situation. Smile and apologize while continuing to try
to accommodate the guest.

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instructions.
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Massage Therapist Job Description


Job Summary
A Massage Therapist administers professional massage and body treatments to our on board guests.
They must have thorough knowledge of various massage modalities, possesses a general understanding
of body treatments and be willing to train in our spa’s specific massage and body treatment offerings.
They must possess excellent communication skills and be able to learn the product and service
knowledge necessary to effectively provide wellness solutions to meet the needs of our guests.

• To be on time for work, prompt with each appointment and to perform services within the
appropriate time allocated.
• Provide consistent professional massage and body treatments in accordance with Steiner spa
protocols and our accepted certification practices.
• Effectively inform and educate our guests about specific wellness concerns.
• Be flexible with scheduling, supporting the needs of the spa and guest.
• To properly care for equipment and use proper amounts of product to assist with cost control.
• Have complete knowledge and understanding of all services and products offered.
• Uphold the standards of sanitation and sterilization as directed by law and the spa’s policies and
procedures.
• Properly clean and restock room as required.
require attention.
• Actively promote the spa, treatments, services and retail, as well as seminars, promotions
and/or discounts available.
• Provide accurate, appropriate and immediate responses to all requests by guests.
• Possess the ability to work without direct supervision.
• Regularly attend, participate in and support training and staff meetings for the spa.
require attention.

Position requirements
• Must have enthusiasm and possess excellent customer service skills.
• Enjoy working with people and possess a friendly and outgoing personality.
• Excellent communication and listening skills, as well as basic computer knowledge.
• Must be a team player.

Education and Experience Requirements
Must hold and maintain a certified Massage Therapy License.

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Massage therapist
to represent this department because of your customer service abilities, enthusiasm, exceptional
knowledge of the body and gift of healing touch. We hope you will find your career with us rewarding
and challenging. As a Massage Therapist you are responsible for educating our guest about their body’s
health and wellness needs, and providing them with relaxing and therapeutic services that exceed their
expectations. Your interaction with our guests will help determine whether they want to return to our
spa and recommend us to their friends and family. We are committed to providing our guests with
exceptional and friendly service while consistently exceeding their expectations. Our goal is to convey a
sense of professionalism and efficiency while giving our guests that personal touch they have come to
expect from Steiner Spa’s.

• Remember that there is only one chance to make a first impression ‐ make sure it’s a positive
one!

• Solution Sales.
• Overview of Spa Treatments
• Spa Services on offer.
• Listen attentively to your guests needs.
up.

Receiving Guests
When a guest visits our spa, they are subject to many first impressions. Each of these impressions are
collected and stored in their mind. By the end of the guest’s time with us, these impressions have
compounded into their overall experience. Properly receiving the guest is important to the first
impression the guest will have of you. Following are guidelines to ensure success:
• Meet and greet the guest with a warm, friendly smile.
• Kindly welcome them to the spa and introduce yourself with a confident handshake.
• While escorting the guest to the treatment room, take the opportunity to get to know them.
• Provide the guest with a quick overview of what to expect during their session with you.
• Review the consultation form checking for contra‐indications, special needs and requests. Verify
guest is over the age of 18, unless participating in the Y‐spa program.
• In the event the guest is booked for services following your session, it is helpful to provide the
guest with a re‐cap of their remaining itinerary.
• Guest receiving Y‐spa treatments MUST wear their bathing attire during entire service.
• Inform the guest that on conclusion of their service with you, you will direct them to the
appropriate place for the next service. It is your responsibility to be aware of each guest’s
itinerary.
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• Instruct the guest on where to hang their robe/clothes and direct them to get under the
towel/sarong. Let them know you are momentarily stepping out of room to allow them privacy
to change.
• Wait 3 minutes, knock softly before re‐entering and announce yourself upon entrance. Ensure
the comfort of the guest, including: room temperature, level of light, volume of music and
sensory acceptance of any aromatherapy that is used.
• Proceed with the treatment.
• Once service is complete ensure you escort your guest back to the reception area.
• When the guest leaves the spa, thank them for coming and invite them back.

General Guidelines
• For first‐time guests, therapists should review the guest consultation information with them.
Record any special comments, problems or needs of the guest to be added to their form.
• At conclusion of the treatment, ensure that the guest is aware his/her service is completed. If
the guest is sleeping, gently place both hands on their shoulders and apply soft pressure. Tell
the guest their service is finished.
• Inform the guest you will leave the room while they change into their robe/clothes. Tell them
you will re‐enter when they are finished (approximately 2 minutes).
• While the guest is changing, get them a drink of water and any other items you may want to
present them with. It is a great service to have instructions for stretches, self‐massage, proper
posture and body mechanics on hand to provide to the guest, addressing any needs that might
have been discussed.
• Discuss the importance of increased fluid intake after a massage or body treatment. Ask the
guest how they enjoyed their service and take the opportunity to discuss with them any
suggestions for after‐service care, maintenance and additional service bookings (refer to
solution selling for more information).
• Conclude by thanking the guest for the opportunity to serve them. Ask if they would like your
assistance with scheduling future appointments. If so, walk them to the front desk and inform
the receptionist of the services the guest is interested in.
• Clean your room and set up for your next guest.
• Do not stand around the front desk in between services.

Service Booking Policy
business of our spa, but will affect your individual success in this Industry.

Following are some policies that we have put in place to help us avoid unnecessary contention:
• Massage therapists may only be booked for services for which they are qualified to administer.
In some cases, it is impossible to fairly book services if you are not qualified to perform all
services.
• Massage Therapists are not allowed to refuse or trade services unless they arrange to do so with
another massage therapist qualified to perform said service. In the event of a change, you must
inform the front desk. Guest requests cannot be moved or changed without Managers
approval.

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Certain considerations should be taken when the guest is receiving body services. As the service
provider, it is your job to identify the needs of our guests and educate them when appropriate.
Following are some common contraindications to be aware of when administering body services:

Body Treatments
• Guests should not shave the legs or body hair before a treatment.
• Guests should avoid excessive sun exposure and waxing services before or after a treatment.
• Guests with a substantial condition of varicose veins should avoid treatments with heat in the
leg area.
• Guests with heart conditions should limit treatments that utilize heat. For severe heart
conditions, treatments requiring heat should be avoided altogether.
• Guests with iodine sensitivities and hyperthyroid conditions should avoid Ionithermie and
Aromaspa treatments.
• Guests with considerably high blood pressure should not have treatments utilizing heat.

Hydrotherapy Bath Treatments
• For added treatment privacy, guests may be advised to bring a bathing suit for their comfort.

Pregnancy
• No Aromatherapy oils can be used during pregnancy. The recipient must have completed their
first trimester before massage is administered.
• No Ionithermie treatment.
• No La Therapie electrical facial treatment.
• No Aromaspa treatment.

Treatment Room
The set up for each day should include:
• Ambience applied to diffuser and plugged in.
• Print/write schedule in preparation for day.
• Check room temperature and modify if necessary.
• Check all oils are available for treatment.
• Prepare hot towels in cabbie.
• Check client schedule for types of services during the day. Check client
history/consultation for past experience if the guest has had further treatment on
this cruise.
• Dim lights and bring tables down so sheet skirt touches the floor.
• Room audio system should be on with Spa appropriate music playing.

Couch Set‐up
• Heat blanket if applicable.
• Sarongs and towels stocked in room.
• Comforter to cover client with.
• Sheet should hang evenly around the table and should cover the cords under the
table; face cradle is covered with towel.
• No towels should be on the counter tops or in view of client.

21
End of Day
• Oil bottles refilled.
• Raise table up at the end of the day.
• Ensure all towels are delivered to the laundry area.
• Ensure all bins have been emptied by housekeeping staff.

Room Check List
• Fill soap dispenser at basin.
• Fill cleaning bottle.
• Turn off hydraulics (if applicable) and raise table.
• Turn off bed heater (if applicable).
• Turn off Hot cabbie and stone roaster.

Daily Cleaning
• Wipe down all door handles.
• Turn off cabbie. Wipe inside and out.
• Wipe cabinet handles and doors.
• Wipe treatment room door.
• Wipe table control.
• Wipe face cradle handle.
• Wipe mirror.
• Re‐stock treatment room trolley.


All staff members are required to perform general duties during their scheduled hours, as directed by the
manager onboard. General duties may include, but are not limited to, promotional duties, port cleaning,
staff meetings, training and stock inventory. Please be guided by your manager’s instructions.
22
Esthetician Job Description


Job Summary
An Esthetician administers professional facials and Ionithermie treatments to our guests. They must
possess thorough knowledge of the skin and body, and have excellent practical techniques, cleanliness
and sanitation skills and be willing to train in our spa’s specific facial and Ionithermie treatment
offerings. They must have excellent communication skills and be able to learn the product and service
knowledge necessary to effectively provide wellness and beauty solutions to meet the needs of our
guests.

• To be on time for your shift, prompt with each appointment and to perform services within the
appropriate time allocated for the service.
• To provide consistent professional facial and body treatments in accordance with La Therapie
and Ionithermie protocols and accepted certification practices.
• To be flexible with your scheduling, supporting the needs of the spa.
• Properly care for equipment and use proper amounts of product to assist with cost controls.
• Have complete knowledge and understanding of all services and products while educating and
training guests in these areas.
• Actively promote home care programs, meeting minimum retail sales goals.
• Uphold the standards of sanitation and sterilization as directed by USPH and Steiner’s policies
and procedures.
require attention.
• Actively promote the spa, treatments, services, sessions and retail, as well as seminars,
• Provide accurate, appropriate and immediate responses to all requests by guests, ensuring
require attention.
• Possess ability to work without direct supervision.


23
Must hold and maintain a current Esthetics license.

Esthetician
knowledge of the body and gift of healing touch. We hope you will find your career with us rewarding
and challenging.

As an Esthetician, you are responsible for educating our guest about their skin’s health and beauty
needs, and providing them with relaxing and therapeutic services that exceed their expectations. Your
interaction with our guests will help determine whether they want to return to our spa and recommend
us to their friends and family. We are committed to providing our guests with exceptional and friendly
service while consistently exceeding their expectations. Our goal is to convey a sense of professionalism
and efficiency while giving our guests that personal touch they have come to expect from Steiner Spa’s.
For the next few weeks our trainers will be educating you in the fine art of guest service, product and
treatment knowledge as well as treatment application techniques. By mastering this knowledge, you
will help to position yourself as an expert and ensure great success in your career with us.

one!

• Solution Sales.
up.

Receiving the guest

• Meet and greet the guest with a warm, friendly smile and ask how you can help them.
• Kindly introduce yourself with a confident handshake.
24
itinerary.
• Instruct the guest on where to hang their robe/clothes and direct them to get under the
duvet/sarong. Let them know you are momentarily stepping out of room to allow them privacy
to change.

General guidelines
• For first‐time guests, estheticians should take the Timetospa consultation form and review the
information with the guest. Record any special comments, problems or needs of the guest to be
added to their file.
you will reenter the room when they are finished (approximately 2 minutes).
present them with. (It is a great service to have instructions for basic skin care, problematic skin
conditions, “prescription forms” etc. on hand to provide to the guest addressing any needs that
might have been discussed.) Please review our Solution selling approach for more information
and techniques on how to position yourself as an expert.
• Offer the guest water and discuss the importance of increased fluid intake for the health of their
skin. Ask the guest how they enjoyed their service and take the opportunity to discuss with
them any suggestions for after service care, maintenance and additional service bookings.
(Refer to Solution Selling for more information). This can be done while showing the guest to
the appropriate place following their session with you.
the receptionist of the services the guest is interested in. Graciously turn the guest over to the
expertise of our receptionist to complete the booking process.
• Clean your room and set‐up for your next guest.

25
business of our spa, but will affect your individual success in this industry. Following are some policies
evenly. To guarantee fairness among all of the estheticians, the receptionists will look over the
evenly distributed.
• Estheticians may only be booked for services for which they are qualified to administer. In some
cases, it is impossible to fairly book services if you are not qualified to perform all services.

Common concerns
Certain considerations should be taken when the guest is receiving LaTherapie and Ionithermie services.
As the service provider, it is your job to identify the needs of our guests and educate them when
appropriate. Following are some common contraindications to be aware of when administering these
services. This information will also help to assist you in the event a guest has a reaction to a service:
• Guest should avoid sun exposure before or after treatments due to skin sensitivity.
• Guest should avoid tweezing or heat treatment before or after any spa services due to skin
sensitivity.
• Pregnancy – La Therapie and Ionithermie treatments are both contra‐indicated to a pregnant
woman, however alternatives can be offered to best suit the needs of the guest.
• Guest should avoid sun exposure before or after treatments due to skin sensitivity.

Drugs to be aware of
These medications may cause hyper‐pigmentation, photosensitivity, dermatitis or increase the guest’s
sensitivity to La Therapie and Ionithermie. It is recommended to perform a patch test first on guests
using any of the following:
• Acne Medications
• Anti‐Histamines
• Anti‐Inflammatories
• Anti‐Microbials
• Anti‐Parasitics
• Anti‐Psychotics
• Anti‐Hypertensives
• Herbal/Organic
• Diuretics
• Hypoglycemics
• Hormonal
• Hypoglycemics
• Birth control/hormonal drugs

Treatment room should look the same at the start and end of every day.

26
• Towels, sarongs and products are all stocked in treatment room.
• Prepare Microdermabrasion machine and calibrate if necessary prior to guests arrival.
• Ensure hot compresses and mitts are in cabbie.
• Ensure Ionithermie equipment is complete including mattress and leads.
• Check client schedule for types of services during your shift.
• Turn on heating blanket if appropriate.
• Replenish: Consultation forms, prescription cards and any waivers needed for treatments.
• Room audio system should be on with appropriate Spa music.
• Comforter on hand for client comfort.
• Sheets and sarongs should hang evenly around the table.
• Towels in view of client should be folded to perfection. They should not be used unless
absolutely necessary. If they are used, new towels should be folded perfectly and replaced.
• Cabinet doors should be closed where possible.
• All bottles out of client view where possible.

End of shift
• Wipe off door handles, cabby, door to room and any control panels in treatment room.
• All machines should be switched off.
• Restock all product used.
• Wipe insides of drawers and cabinets.
• Clean and refill Microdermabrasion machine if necessary.
• Check duty list to ensure all is done.
• Raise treatment table all the way up at end of shift.
• Towel cabby off.
• Remove all towels.
• Wipe off door.
• Restock the treatment rooms.
• Sheets, sarongs and towels stocked for next day if available.


instructions.
27
Acupuncturist Job Description


Job Summary
An Acupuncturist administers the highest quality Acupuncture and Chinese medicine treatments to our
on board guests. They must possess thorough knowledge of Chinese Medicine modalities (acupuncture,
herbs, nutrition, etc.), and be able to communicate those concepts to guests. In addition, they must also
possess a general understanding of all body treatments. They must have excellent communication skills
and be able to learn the product and service knowledge necessary to effectively provide wellness
solutions to meet the needs of our guests.

• To be on time for work, prompt with each appointment and to perform services within the
appropriate time allocated.
• Provide consistent professional TCM (Traditional Chinese Medicine) services and treatments in
accordance with Steiner spa protocols and our accepted certification practices.
• Effectively inform and educate our guests about specific wellness concerns.
• Be flexible with scheduling, supporting the needs of the spa and guest.
• To properly care for equipment and use proper amounts of product to assist with cost control.
• Have complete knowledge and understanding of all services and products offered.
• Uphold the standards of sanitation and sterilization as directed by law, the vessel and the spa’s
policies and procedures.
require attention.
and/or discounts available.
• Provide accurate, appropriate and immediate responses to all requests by guests.
• Possess the ability to work without direct supervision.
require attention.

• Must be able to give an effective presentation as it relates to acupuncture and TCM.

28
United States Acupuncturists must hold a current valid state license and/or be certified by the National
Certification Commission for Acupuncture and Oriental Medicine (NCCAOM).
Acupuncturists educated outside the United States must have graduated from a program that is
educationally equivalent to that of the United States. Degree programs are reviewed on a case by case
basis and should be around 2000 hours worth of classroom and clinical study in the field of acupuncture.

Acupuncturist
to represent this department because of your education, customer service abilities, and enthusiasm. We
hope you will find your career here very rewarding and challenging. As an acupuncturist you are
responsible for educating our guest about their body’s health and wellness needs, and providing them
with relaxing and therapeutic services that exceed their expectations. Your interaction with our guests
will help determine whether they want to return to our spa and recommend us to their friends and
family. We are committed to providing our guests with exceptional and friendly service while
consistently exceeding their expectations. Our goal is to convey a sense of professionalism and
efficiency while giving our guests that personal touch they have come to expect from Steiner Spa’s.

one!

• Solution Sales.
• Spa Services on offer.
• If you don't know how to accommodate a guest, let them know that you will find out
and follow up.

Receiving the guest
When a guest visits our spa, they are subject to many first impressions. Each of these
impressions are collected and stored in their mind. By the end of the guest’s time with us,
these impressions have compounded into their overall experience. Properly receiving the
guest is important to the first impression the guest will have of you. Following are guidelines
to ensure success:
29
itinerary.
• Instruct the guest on where to hang their robe/clothes if necessary and direct them to get under
the towel/sarong. Let them know you are momentarily stepping out of room to allow them
privacy to change.

General guidelines
• For first‐time guests, therapists should review the guest consultation information with them.
Record any special comments, problems or needs of the guest to be added to their form.
you will re‐enter when they are finished (approximately 2 minutes).
present them with. (It is a great service to have instructions for stretches, self‐massage, proper
posture and body mechanics, nutrition, herbal remedies etc. on hand to provide to the guest,
addressing any needs that might have been discussed.) as well as their solution homecare.
• Offer the guest water and discuss the importance of increased fluid intake after an acupuncture
treatment. Take this opportunity to discuss with them any suggestions for after‐service care,
maintenance and additional service bookings (refer to Solution selling for more information).
the receptionist of the services the guest is interested in.
• Clean your room and set up for your next guest.

business of our spa, but will affect your individual success in this Industry.

Following are some policies that we have put in place to help us avoid unnecessary contention:
• Acupuncturists may only be booked for services for which they are qualified to administer. In
some cases, it is impossible to fairly book services if you are not qualified to perform all services.

30
Common concerns
Certain considerations should be taken when the guest is receiving Acupuncture. As the service
provider, it is your job to identify the needs of our guests and educate them when appropriate.
Following are some common contraindications to be aware of when administering acupuncture.

Acupuncture
• Guests should not be under the influence of alcohol.
• If a guest is pregnant, it should be noted and “forbidden points” are not to be used.
• Treatment room should look the same at the start and end of every day.

• Ambience applied to diffuser and plugged in.
• Print/write schedule in preparation for day.
• Check room temperature and modify if necessary.
• Prepare clean field.
• Make sure that Sharps Container is not near the clean field.
• Inspect needles to insure that they are packaged properly.
• Check client schedule for types of services during the day. (Should also check client
history/consultation for past experience if the guest has had further treatment on this cruise).
• In all rooms: dim lights and bring tables down so sheet skirt touches the floor.
• Room audio system should be on with Spa appropriate music playing.

Couch set up
• Heat blanket if applicable.
• Sarongs and towels stocked in room.
• Comforter to cover client with.
• Sheet should hang evenly around the table and should cover the cords under the table.
• Face cradle is covered with towel.
• No towels should be on the counter tops or in view of client.

End of day
• Dispose of open unused needles.
• Dispose of Bio‐Hazard bag if full.
• Take Sharps Container to Medical facility if full.
• Sterilize table and countertops.
• Oil bottles refilled
• Raise table up at the end of the day.

Room checklist
• Fill soap dispenser at basin.
• Fill cleaning bottle.
• Turn off hydraulics (if applicable) and raise table.
• Turn off bed heater (if applicable).
• Turn off Hot cabbie.

31
End‐of‐day/evening
• Ensure all towels have been delivered to laundry area by spa attendants.
• Ensure all bins have been emptied by housekeeping staff.

Cleanliness – daily
• Sanitize table between each patient.
• Re‐establish clean field between each patient.
• Wipe down all door handles.
• Turn off cabby. Wipe inside and out.
• Wipe cabinet handles and doors.
• Wipe treatment room door.
• Wipe table control.
• Wipe face cradle handle.
• Wipe mirror.
• Re‐stock treatment room trolley.

All staff members are required to perform general duties during their scheduled hours, as
directed by the manager onboard. General duties may include, but are not limited to,
promotional duties, port cleaning, staff meetings, training and stock inventory. Please be
guided by your manager’s instructions.
32
Medi‐Spa Physician Job Description


Job Summary
The Medi‐spa Physician administers cosmetic medical procedures to on onboard guests. They must
possess the clinical knowledge to administer these procedures safely and effectively and be able to
explain accurately all aspects of the products and services to the guests. They must have excellent
communication skills and be able to provide aesthetic medical solutions safely and effectively to address
the concerns of our guests. The Physicians are expected to gain the knowledge of the spa services and
products in effort to cross‐promote these services to guests.

Duties and Responsibilities:
• Abide by ship rules and regulations, including onboard dress code, Ship Time and Attendance,
attendance at mandatory ship training
• Work 52 hours every 7 days; schedules set with direction of spa manager and based on
business need
• Be on time for work, prompt for each appointment
• Conduct patient consultations whereby you effectively inform and educate our guests about
specific facial aesthetic concerns
• Provide consistent professional medi‐spa services and treatments in accordance with Steiner
medi‐spa protocols
• Conduct patient follow‐up as required
• Be flexible with scheduling, supporting the needs of the spa and guest
• Properly care for equipment and use proper amounts of product/supplies to assist with cost
control
• Follow service pricing guidelines as set by Steiner
• Manage medical records
• Ensure onboard medi‐spa promotions are sufficient and accurate
• Promote services on board ship via on board marketing and seminars/events; all materials will
be provided
and/or available discounts
• Cross‐promote other spa services
• Uphold the standards of sanitation and sterilization as directed by law, the vessel and the spa’s
policies and procedures
• Properly clean and restock medi‐spa treatment room as required
• Manage medical product and supply inventory
require attention
• Handle guests’ questions and concerns professionally and courteously
• Provide accurate, appropriate and immediate responses to all requests by guests
• Maintain a positive attitude and contribute toward a quality work environment
• Regularly attend, participate in and support training and staff meetings for the spa
• Required team meetings: embarkation day meetings and sea day team meetings
33
• Assist in all areas of spa operation as requested by management
• Train new spa staff in medi‐spa services/cross‐promotion skills – follow up must be carried out
to ensure staff are confident with services and promotions
• Follow Medi‐Spa Operations Policies
• Email report daily and inventory report with every end of cruise report

Position requirements:
• Possess the ability to work without direct supervision
• Must have enthusiasm and possess excellent customer service skills
• Must be able to give an effective presentation as it relates to medi‐spa services
• Enjoy working with people and possess a friendly and outgoing personality
• Excellent communication and listening skills
• Basic computer knowledge
• Must be a team player
• Completed medical education and hold a medical degree from a recognized college or university
• Hold a current valid medical license
• Board certification or similar international certification in Plastic Surgery or Dermatology
preferred but not required
• Comfortable with giving presentations/speaking in front of large groups
• Fluency in English
• Strong interpersonal skills
Work Schedule Guidelines
• Work schedules needs to be set with the direction of the Spa Manager
• Physicians are to work 52 hours every 7 days based on business need; for purpose of example,
this means
• Embarkation Day from 1PM – 7/8PM;
• Sea days 8AM ‐ 6/8PM with a break for lunch, and
• Certain hours on port days based on business need
• Physicians can be expected to work in the morning on late port arrival days or in the
afternoons on early sail‐aways
• Unexpected cancellation of a Port of Call means the Physician must work per Sea
day work hour expectations with time off to be re‐scheduled at a later date
• Schedules and time off including breaks for lunch/dinner and events must be marked on your
columns

Dress Code
Physicians must adhere to onboard ship dress code policy which varies by cruise line. Physicians are
expected to appear in conservative and professional attire at all times, both on the ship and in the ports
of call. Name badges must be worn at all times. Refer to pages 22 ‐24 of the Steiner Onboard Spa and
Salon Staff Handbook.
Clinic Dress Code is business attire with clean, pressed full‐length white lab coat. Lab coats are to be
worn at all times while in the spa with name badges. Women must have hair up and/or pulled back.
Women also should wear dark slacks or skirt and a conservative blouse under the lab coat. Skirts must
not be more than 2 inches above the knee. Men should be clean shaven, wear dark slacks with a long‐
34
sleeved collared shirt. Clothes should be clean and neatly pressed. Men must wear dress shoes. No
sneakers, sandals, old shoes, open‐toed shoes or white socks are allowed.

General Guidelines
• For first‐time guests, doctors should review the guest consultation information with them
• All guests receiving treatments (including comp treatments) must complete the required
consent forms. Doctors are required to complete a medical record for each guest
• At conclusion of the treatment, review Aftercare Instructions with the guest and provide them
with a copy
• Conclude by thanking the guest for the opportunity to take care of them. Recommend
scheduling a follow‐up appointment (if schedule permits) and assist them with scheduling at the
front desk
• Clean your room and set up for your next guest
• Do not stand around the front desk in between services

Treatment room should look the same at the start and end of every day and between each guest.
This means the room must be:
• Clean – sanitize work surfaces and sink area; store trash is proper receptacles
(biohazard/sharps/trash); All trash must taken out daily or when full
• Organized –stock boxes should be out of sight and all supplies must be organized or stored
properly
• Inviting – the treatment bed must be properly dressed and proper ambience with regards to
music and temperature
• Refer to Service Excellence Manual or cruise line branding guidelines

End of Day Checklist
• Dispose of open unused needles
• Dispose of Bio‐Hazard bag if full
• Take Sharps Container to Medical facility if full
• Sterilize table and countertops
• Fill out inventory control form
• Lock product storage cabinets
• Lock treatment room
• Email daily revenue report to shore side team
instructions.
35

Nail Technician Job Description


Job Summary
The Nail Technician performs professional nail, hand and foot treatments. They must possess thorough
knowledge of the nails, including a basic knowledge of hand and foot massage techniques and neat
application of polish. They must possess excellent cleanliness and sanitation skills and be willing to train
in our spa’s specific nail service offerings. They must possess excellent communication skills and be able
to learn the product and service knowledge necessary to effectively provide beauty solutions to meet
the needs of our guests.

• To be on time for your shift, prompt with each appointment and perform services within the
appropriate time allotted for the service.
• Provide consistent professional nail, hand and foot treatments in accordance with spa protocols
and accepted certification practices.
• Be flexible with your schedule, supporting the needs of the spa.
procedures.
• Properly clean and restock work area as required.
require attention.
• Actively promote the spa, treatments, services, sessions and retail, as well as seminars,
• Provide accurate, appropriate and immediate responses to all requests by guests ensuring


36
Must hold a current manicurist or Beauty Therapist diploma/license.

Nail technician
knowledge of the body and gift of healing touch. We hope you will find your career with Steiner
rewarding and challenging.

As a nail technician you are responsible for educating our guest about the health and wellness needs of
their nails, hands and feet, and providing them with relaxing and therapeutic services that exceed their
expectations. Your interaction with our guests will help determine whether they want to return to our
spa and recommend us to their friends and family. We are committed to providing our guests with
exceptional and friendly service while consistently exceeding their expectations. Our goal is to convey a
sense of professionalism and efficiency while giving our guests that personal touch they have come to
expect from Steiner Spa’s.

one!

• Solution Sales.
• Overview of Spa Treatments.
• Spa Services offered on board.
through.

Receiving the guest

• While escorting the guest to the nail service area, take the opportunity to get to know them.
37
• Provide the guest with a quick overview of what to expect during their session with you as well
as review their consultation form to ensure you are aware of any modifications that should be
made prior to starting their service.
• Nail services should be the last service booked. However, in the event this could not be
accommodated and the guest is booked for hair services following your session, it is helpful to
provide the guest with a re‐cap of their remaining itinerary.
appropriate place for the following service. It is your responsibility to be aware of each guest’s
itinerary.

General guidelines
Never assume what the guest desires. Ask questions to help determine guest’s needs such as:
• “Should I trim your nails?”
• “How would you like your nails shaped?” (Rounded, squared, etc.)
• “What color polish would you like?”
• “Can I get you some water, magazine, etc?”
• “Would you like to try an application of paraffin today?”

Also consider the following questions:
• Do they want to relax and not talk?
• Do they want to read during their service?
• Do they enjoy light conversation for the duration of the service?
• Remember, talking with our guest is a great way to get to know them if they are interested. If
not, talking too much and/or about inappropriate subjects is a great disservice and can assist in
“killing the guest experience.”
• Always maintain a meticulously clean work area. Dirty or untidy areas can give the impression
that we are not professional and do not follow lawful sanitation standards.
• Always ensure all tools and nail implements are sanitized.
• Never use any tools on a guest that have not been properly cared for.
• Do not stand around the Front Desk in between services.

A warm, relaxing, stress‐free environment is not only what we strive to offer our guests, it is the goal for
business of our spa but will affect your individual success in this Industry. Following are some policies

evenly. To guarantee fairness among all of the nail technicians, the receptionists will look over
the appointment book at the beginning of the day to ensure that the appointments have been
evenly distributed.
• Nail technicians may only be booked for services for which they are qualified to administer. In
38
• Nail technicians are not allowed to refuse or trade services unless they arrange to do so with
another esthetician qualified to perform said service. In the event of a change, you must inform
the front desk. Guest requests cannot be moved or changed without your manager’s approval.

Common concerns
Certain considerations should be taken when the guest is receiving nail services. As the service provider,
it is your job to identify the needs of our guests and educate them when appropriate. Following are
some common contraindications to be aware of when administering nail services.

Nail Ridges
Cause: Illness or diet deficiencies (i.e., lack of calcium). Home Treatment: Increase calcium intake
through diet and/or supplements (Vitality is particularly beneficial).

Nail Flaking/Splitting
Cause: Poor diet or excessive hot water and detergent use. Home Treatment: Increase calcium intake
through diet and/or supplements (Vitality). Avoid excess use of hot water and harsh detergents. Instead
use Elemis face and Body wash or Lavender shower.

Excessively Curved Nails
Cause: Found in some congenital heart conditions.

Leukonychia (White spots on the nails)
Cause: A blow to the nail/matrix and/or by poor diet. Home Treatment: Time – they will eventually
grow out.

Whitlow
Cause: An infection usually caused by an injury to the cuticle. Home Treatment: Possibly lancing and
antibiotics. If you see this disorder, refer guest to their physician or on board doctor.

Hangnails
Cause: Rough use of the hands. Treatment: Wearing gloves while doing dishes, gardening, household
cleaning and any other activities that can be rough on hands. Regular professional nail services will
assist in eliminating them as well as cuticle treatments used at home such as Elemis Japanese Camellia
oil.

Fungus
Cause: A dull yellow patch that can be highly infectious. Treatment: Avoid treatment and refer guest to
their physician.

Athlete’s Foot
Cause: Also known as tinea pedis, this fungus infection mainly affects the foot. Usually starts as itching
and sodden white skin between the toes. It can develop into small watery blisters, which will dry into
scales. Due to the extreme irritation of the condition, it may spread to the hands, scalp, etc. Treatment:
39
Avoid treatment and refer guest to their physician. They can also use Tea Tree spray to assist in avoiding
cross infection.


instructions.
40
Hairstylist & Barber Job Description


Job Summary
The Hairstylist and/or Barber perform professional cuts, styles, chemical services and therapeutic hair
and scalp treatments. The barber in addition performs professional men’s grooming services. They must
possess and maintain knowledge of current hairstyles and trends. They must possess excellent
cleanliness and sanitation skills and be willing to train in our spa’s specific hair and scalp service
offerings. They must possess excellent communication skills and be able to learn the product and service
knowledge necessary to effectively provide beauty solutions to meet the needs of our guests.

• Be on time for your shift, prompt with each appointment and perform services within the
appropriate time allotted for the service.
• Provide consistent professional hair treatments in accordance with spa protocols and accepted
certification practices.
procedures.
• Properly clean and restock work area as required.
• Communicate to management any and all occurrences involving staff or guests in the spa or
salon that require attention.
• Actively promote the spa, treatments, services, seminars and retail, as well as Programs,
• Handle guest’s questions and concerns professionally and courteously.

Must hold and maintain a Hairdressing diploma/license and/or Barber diploma/license.
41
Hairstylist/Barber
knowledge of the hair and scalp, good eye for detail and style, and ability to create an image for the
guest’s needs/social event. We hope you will find your career with us rewarding and challenging.

As a Hairstylist and/or Barber, you are responsible for educating our guest about their hair/scalp health
and beauty needs, staying current with fashion trends, and effectively interpreting our guest’s image
desires while providing them with relaxing and informative services that exceed their expectations. Your
interaction with our guests will help determine whether they want to return to our spa and recommend
us to their friends and family. We are committed to providing our guests with exceptional and friendly
service while consistently exceeding their expectations. Our goal is to convey a sense of professionalism
and efficiency, while giving our guests that personal touch they have come to expect from Steiner Spa’s.

one!

• Solution Sales.
up.

Receiving the guest
impression they will have of you. Following are guidelines to ensure success:
• While escorting the guest to the salon area, take the opportunity to get to know them.

Hair services should be one of the last services booked. However, in the event this could not be
accommodated and the guest is booked for nail and/or makeup services following your session, it is
helpful to provide the guest with a re‐cap of their remaining itinerary.

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Once service is complete if the guest is not having any more services at that time ensure you escort
them back to the reception area.

When the guest leaves the spa, thank them for coming and invite them back.

Inform the guest that on conclusion of their service with you, you will direct them to the appropriate
place for their following service. It is your responsibility to be aware of each guest’s itinerary.

General guidelines
Never assume what the guest desires. Ask questions such as:
• “How much length would you like me to take off?”
• “Do you have any preference to types of styling products you would like me to use?”
• “Do you have any concerns I should be aware of before styling your hair (cowlicks, location of
part, etc.?”
• “Would you like me to offer you any styling tips you can use at home?”
• “Can I get you some water, magazine, etc?”
• “Would you like to try a deep‐conditioning treatment today?”

Also consider the following questions:
• Do they want to relax and not talk?
• Do they want to read during their service?
• Do they enjoy light conversation for the duration of the service?
• Remember, talking with our guest is a great way to get to know them if they are interested. If
not, talking too much and/or about inappropriate subjects is a great disservice and can assist in
“killing the guest experience.”
that we are not professional and do not follow lawful sanitation standards.
• Always ensure all tools (scissors, combs, brushes, razors, etc.,) are sanitized. Never use any
tools on a guest that have not been properly cared for.

A warm, relaxing, stress‐free environment is not only what we strive to offer our guests, it is the goal for
business of our spa but will affect your individual success in this industry. Following are some policies
evenly. To guarantee fairness among all of the stylists, the receptionists will look over the
evenly distributed.
• Stylists may only be booked for services for which they are qualified to administer. In some
cases, it is impossible to fairly book services if you are not qualified to perform all services.

Common concerns
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Certain considerations should be taken when the guest is receiving hair and scalp services. As the
service provider, it is your job to identify the needs of our guests and educate them when appropriate.
Following are some common contraindications to be aware of when administering hair services. This
information will also help to assist you in the event a guest is unsatisfied with the results of a chemical
service performed:

Pregnancy
Due to the major hormonal changes taking place in the pregnant woman’s body, satisfactory results
from chemical services cannot be guaranteed. Pregnant women should be advised that there is some
controversy regarding the safety of chemical services (colors, highlights, permanent waves, chemical
straightening, etc.), while pregnant. Allow and respect the guest’s choice for receiving said services.

Extremely Damaged/Over‐processed Hair
Regular chemical services such as bleaching, stripping (color removal), chemical straightening, or over‐
use of heated styling tools can cause severe damage to the hair. The result is over‐porous hair, split
ends and a damaged cuticle. This damage can affect the outcome of many chemical services. For
example:
• Color services performed on hair with a damaged cuticle may fade in a short amount of time.
The cuticle does not properly close, sealing in the color.
• When bleach is applied to over‐processed hair, the weakened hair may break or fall out.
• Over‐porous hair can cause the hair to curl more or less tightly then the guest prefers.

Common Medications, Birth Control or Hormone Replacement Therapy
Use of certain medications, birth control, menopause and/or hormone replacement therapy can affect
the outcome of chemical services performed on the hair.


instructions.
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Personal Trainer Job Description updated May 2012

Reports To: Spa Manager

Job Summary
The Personal Trainer is certified to lead classes and perform Personal Training sessions on board. They
are fitness professionals with extensive experience in the fitness field. The Personal Trainer must be
knowledgeable of all fitness offerings at the spa, hold current certifications and have at least 1 year’s
experience. They must possess excellent customer services skills in order to provide the highest quality
environment and instruction that will meet the needs of our guests in the area of health and exercise.

• To be on time for your shift, prompt with each appointment and perform sessions with total
focus on safety, attention and timeliness.
• Provide consistent professional fitness class and personal training sessions in accordance with
spa protocols and accepted cruise line practices.
• Properly care for equipment and maintain fitness equipment.
• Maintain a clean, well‐organized and stocked fitness area.
• Have complete knowledge and understanding of all fitness offerings while educating and
• Perform administrative duties in a complete, organized and accurate manner.
• Communicate to management any and all occurrences involving staff or guests in the spa or
fitness area that require attention.
• Actively promote the spa, treatments, services, seminars and retail, as well as programs,

• Excellent communication and listening skills, as well as basic computer skills
• Must be able to present information in front of a large group of people

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National Certification in Personal Training or University degree in this field, preferably with certificates in
Yoga, Pilates, Indoor Cycling, and Exercise to Music.
Personal Trainer
An exercise to music qualification is preferred but not essential. You must have a minimum of 1 year’s
industry experience, 6 months of which must include personal training clients. The spa industry provides
some of the most exciting professions today! You have been carefully selected to represent this
department because of your customer service abilities, enthusiasm, professional appearance,
knowledge of health and fitness, technical know‐how and ability to make fitness fun and rewarding. We
hope you will find your career with us very rewarding and challenging.

As a Personal Trainer you are responsible for offering assistance to all guests, maintaining a clean and
well‐stocked group exercise and workout area, while providing a fun, informative and safe workout that
exceeds all cruise guest expectations. Your interaction with our guests will help determine whether they
want to return to our spa and recommend us to their friends and family. We are committed to providing
our guests with exceptional and friendly service while consistently exceeding their expectations. Our
goal is to convey a sense of professionalism and efficiency, while giving our guests that personal touch
they have come to expect from Steiner Spa's.

one!

• Solution Sales.
• Overview of Fitness and Spa Services Offered.
• Spa Services offered on board.
up.

Receiving the guest
impression the guest will have of you.

Following are guidelines to ensure success:
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• Take the opportunity to get to know them, their fitness goals and concerns.
• Provide the guest with a quick overview of what to expect during their class/session with you.
• If you are performing a one‐on‐one session, it is helpful to provide the guest with a re‐cap of
what they can expect from the session or class.

General guidelines
Never assume what the guest desires. Ask questions such as:
• “What are your fitness goals?”
• “What is your time expectancy with these goals?”
• “Do you have any health concerns that I should be aware of?”
• “Describe what kind of fitness routine you currently (or in the past) enjoyed.”
• “Are there any sports or hobbies you enjoy?”
• “Can I get you some water, magazine, headphones, etc.?”
• “Would you like to book personal fitness evaluation?”

Remember, talking with our guest is a great way to get to know them if they are interested. If not,
talking too much and/or about inappropriate subjects is a great disservice and can assist in “killing the
guest experience.”

that we are not professional and provide the guest with an inaccurate reflection of our
standards.
• Always ensure all equipment is wiped down and clean and that weights are re‐racked and
promptly inform management of equipment that need to be repaired or replaced.
• For first‐time guests, personal trainers should do a thorough Timetospa assessment and review
the information with the guest. Record any special comments, problems or needs of the guest
to be added to their file. If the guest has any medical problems it is important to have an on
board physician’s clearance prior to beginning the session.

A clean, non‐intimidating, state‐of‐the‐art and stress‐free environment is not only what we strive to
offer our guests, it is the goal for our staff as well. A critical element to the success of our spa is our
ability to work together as a team. If we are unable to work seamlessly together, our guest will be the
first to notice. It will not only hurt the business of our spa, but will affect your individual success in this
industry. Following are some policies that we have put in place to help us avoid unnecessary
contention:
• It is the responsibility of the Receptionist to ensure that the appointments are booked evenly.
To guarantee fairness among all of the Personal Trainers, the Receptionist will look over the
evenly distributed.
• Personal Trainers may only be booked for services for which they are qualified to administer. In

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Common concerns
Certain considerations should be taken when the guest is participating in a personal training session. As
the service provider, it is your job to identify the needs of our guests and educate them when
appropriate. Below are some common conditions and symptoms that require careful consideration and
or/physician’s clearance prior to creating a personal training program:
• High Blood Pressure
• Heart Problems or Disease
• Asthma/Breathing Problems
• Pregnancy
• Seizures
• Hernia
• Orthopedic Surgery
• Hypoglycemia
• Diabetes
• Anemia
• Chest Pain
• Dizziness


instructions.
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49

SPA FACILITY INFORMATION
50

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The success of our spas is built on the foundation of excellent guest service standards. Each staff
member contributes to the overall guest experience. If a guest receives exceptional service from one
staff member and poor service from another, that guest may decide not to return. To avoid such
discrepancies in service, it is crucial that each staff member follow and adhere to these standards:
• Greet the guest entering the spa with a pleasant and friendly greeting such as, “Welcome to the
Spa. My name is Sarah. How may I assist you today?” If they are repeat customers, welcome
them back to our spa with a greeting like, “It is wonderful to see you again Mrs. X. Please take a
seat in the relaxation lounge and your stylist will be with you shortly.”
• If speaking to a guest on the phone, use caller ID if available to acknowledge the guest’s name.
For example, “Thank you for calling the Spa Mr. Smith. How may I be of assistance today?” If
you are uncertain about the guest’s name, obtain their name early in the conversation (for
example: “To better serve you, may I obtain your name?”)
• Be attentive to the guest at all times. Maintain a friendly, “on‐stage” attitude while dealing
directly with a guest.
• When experiencing a high volume of guests in the spa, make sure to gain eye contact, smile and
acknowledge each individual. Always let the guest know that you will be right with them. This
will eliminate frustration and impatient guests. When a guest knows you are aware of their
presence, they are usually comfortable with waiting their turn.
• Close discussions with a warm and friendly salutation such as, “Thank‐you for visiting us today at
the Spa. Please feel free to call in should you have any further questions? It has been my
pleasure assisting you today”. This will provide a positive last impression on conclusion of their
interaction with you.
• It is important to use positive language when speaking to our guests. Guests do not need to
know why we cannot accommodate a requested service, only what we can do and at what time.
Be enthusiastic when assisting them and always offer alternatives if we cannot accommodate
their specific requests.
• Vocal pitch and tone should be enthusiastic and sincere, yet steady and calm. Guests have come
here to relax, and it is part of our job to convey a sense of serenity to our guests. The tone of
your voice will let them know they will be having a pleasant, stress‐free experience while they
are on their cruise.
• Be aware of how you are being perceived by the guest. Do not act condescending, irritated or
inconvenienced. Vocal tone, eye contact and body language should be consistent and
straightforward.
• Slang such as “honey,” “sweetie,” “darling,” etc., are not acceptable forms of communication
between staff and guests.

Phrases to avoid:
• “I don't know.”
• “I can't (we can't) do that.”
• “You'll have to…”
• “NO” at the start of a sentence.

Alternate acceptable phrases:
• “One moment while I check on that.”
• “Could we do this...?”
• “Instead, may I suggest...?”

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No personal conversations should occur anytime a guest is near. All conversations between
associates should be terminated immediately when a guest approaches.

• Conversations regarding complaints, problems or situations should never be discussed in front
of guests. They do not need to hear about our operational problems. It gives the impression that
we are not professional nor in control.
• Do not complain about your co‐workers. Gossip, or the discussion of anything unrelated to
business while guests are present is not acceptable or allowed at any time. These conversations
should be made with supervisors and/or the director, not with co‐workers.
• Do not have personal items lying out in your work area. To avoid an unprofessional appearance,
personal beverages, and food are not allowed in the spa, except for in designated staff
mess/eating areas.
• The front desk is to be attended at all times. Under no circumstances should the front desk be
left without a staff member for any amount of time.
• Use good posture while in the presence of a guest. Do not lean, sit or slouch. Never cross your
arms in front of you while the guest is speaking to you. Exercise proper judgment, knowing your
body language adds to the first impression.
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Grooming Standards & Uniform Guidelines

When employed in an industry focused on health, wellness and beauty, good grooming is essential. It
shows our guests we not only work in the spa industry, but also live its principles and philosophies. Staff
must follow good grooming and hygiene habits daily.

The image of professionalism and success is often judged by appearance and attitude. We at Steiner
enforce the notion to our guests that grooming and dressing appropriately reflect the company’s
commitment to health, beauty and wellbeing. As a representative of the company you are required to
maintain a professional appearance at all times. All uniforms must be of the correct size, clean, pressed
and in pristine condition daily. Name tags are a mandatory part of your uniform and must be worn at
all times according to Cruise Line Policy.

Receptionists & Female Stylists
• Are permitted to wear long hair down, in promotion of Blowout services, however must be
freshly washed, blown out and flat ironed.
• If wearing hair tied back style must be current. Pony tails are permitted when neat and it is
suggested where hair is tied back that hair is wrapped around concealing the hair band.
• Modesty jewelry can be worn. No facial or tongue piercings are permitted. Only one pair of
small earrings worn in the lower lobe, one watch, one ring and one small chain necklace can be
worn during working hours. Ankle chains and any alternative jewelry other than mentioned are
prohibited.
• Full make up is to be worn at all times. Cosmetic application should be tasteful and not
excessive. Lipstick should be applied regularly throughout the working day. Glitter application
should be minimal.
• Nail polish may be worn on neatly manicured nails (only if chip free).
• Visible tattoos are prohibited.

Nail Technicians, Female Beauty & Massage Therapists
• The above policy applies other than that hair is not permitted to be worn down during working
hours. When performing services hair must be tied back in a current style. This can include a
pony tail (it is suggested where hair is tied back that hair is wrapped around concealing the hair
band).
• Nails should be kept neatly manicured. Beauty and Massage Therapists must keep nails short
and polish free. Nail technicians are permitted to wear enhancements to promote liquid &
powder enhancement services. Polish may be worn by nail technicians that is chip free.
• Jewelry is limited to one pair of small stud earrings and one watch which must be removed
during services.

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Male Stylists, Nail Technicians, Therapists and Massage Therapists
• Hair must be neatly groomed, above the collar in length and well maintained.
• Facial hair and makeup is not permitted, unless prior approval is given from the Company.
(Please note that some cruise lines have a policy of no facial hair and in those incidences Cruise
Line rules must be adhered to).
• Jewelry is limited to one watch and ring for stylists. Nail Technicians and Massage Therapists
are limited to one watch that must be removed during services.

Fitness staff
• Hair must always be clean and well maintained. Long hair must be worn up in a current style.
• Male staff should keep hair groomed above the collar and in a suitable, maintained style.
• Make up is permissible for female staff and should be applied in a natural looking application.
• Jewelry is limited to one watch, and for females a small pair of stud earrings.
• Athletic footwear must be closed toe and heel in feature and in a solid color of either black or
white coloring.

Notes
• If your vessel offers Lash and Brow Services technicians that perform these services as well as
receptionists must wear lashes to promote the service. Eye brows must be groomed.
• Corn braids or similar braiding techniques are not permissible. Beads are not to be worn in the
hair.
• Hair color is not to be considered ‘extreme’ even when in fashion.
• Tinting, bleaching and highlighting should be natural looking and roots must not be excessive to
ensure the best promotion of our technical coloring services on board.
• Denim is not to be worn in the workplace at any time. Halter tops and bared midriffs are not
permissible. Clothing should be conservative and never be excessively short, tight or skimpy.
Clothing must never include offensive logos, graphics or language. Thong style swimwear is not
to be worn on board your ship and may not be permissible in some ports.

Overview
• Shower daily.
• Use deodorant and avoid strong perfume.
• Take necessary steps to avoid coffee/cigarette breath or any other offensive breath odors.
• Hands and nails are to be kept clean, and nails should be at medium length without bright or
chipped polish.
• Makeup should create a natural look.
• Men to be clean shaven.
• No gum to be chewed during working hours.

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Telephone Etiquette

Whether your primary responsibilities include answering the phone, or you are simply lending a hand
when needed, good telephone etiquette is a must. Generally, the first contact a guest has with our spa
is over the telephone. We always want to ensure that the initial impression of our facility is a positive
one. To ensure this, the following standards should always be used:
• Telephone should be endeavored to be answered within 3 rings or less.
• Each call should be answered using the same greeting. For example, “Thank you for calling the
Spa. My name is Angela. How may I assist you today”? If you must put a caller on hold, you will
need to ask them permission to do so. Say “May I please place you on hold?” or, “Can you hold
a moment please?” If the answer is no, then apologize to the guest and ask if you can get a
phone number to call them back when you are not so busy.
• When you place a guest on hold, do not allow them to hold for longer than 30 seconds. If this is
not possible, inform the guest you might be a few minutes, and ask if they prefer you call them
back. If so, obtain the phone number and repeat the number to avoid errors. Additionally,
always thank the guest for holding. For example, “Thank you for holding, how may I assist you?”
• At the completion of every call the following salutation must be used in the closing sentence “It
has been my pleasure assisting you today”.
• Personal phone calls should be limited to lunch and break times. If a personal call must be
made, it is not permitted to do so in the presence of a guest.
• If you receive a phone call for the manager, please ask the caller's name and what the call is
regarding. Next, call the manager's office and brief your manager about the call. Then transfer
the call to the office.
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Handling Guest Complaints

Regardless of all the steps we take to ensure the best possible service for our guests, it is impossible to
prevent all complaints. Often what matters to the guest is not the problem itself, but how the problem
is handled. The following standards will help guide you through these unfortunate situations and
present you with the opportunity to transform an unpleasant experience into an exceptional one:

• Stop whatever you are doing and face the guest.
• Listen to the guest's complaint without interruption. Take notes if needed.
• Address the real problem. Repeat back what the guest has told you and ask any questions to
make sure you understand the entire circumstance.
• Thank the guest for bringing the problem to your attention.
• Apologize for the problem; remember not to take the situation personally.
• Agree to a solution if possible. Follow up to ensure that proper action was taken. Make sure to
inform your manager of the incident.
• If you are unable to find a solution, you should contact your manager to resolve the matter. Try
to give the manager as much information as possible about the situation before they speak to
the guest.
• Always remain calm and avoid becoming defensive or hostile.
• If a guest becomes hostile and you feel threatened, remain calm and do not become defensive.
Politely tell the guest that you will get someone whom will better assist them. Call your
manager (or onboard management, if applicable.) Verbal abuse is not tolerated.

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Sanitation Standards

Spas are havens for the health, wellness and beauty‐minded. Maintaining cleanliness standards that our
guests not only expect and are required by our cruise partners and USPH takes the effort of every
member of our staff. Each team member should continually be proactive in efforts to maintain a
meticulously clean and inviting spa environment. Not only will strict adherence contribute to our goal of
providing our guests with an exceptional experience, it will ensure the safety of both our guests and
staff. Housekeeping staff will assist in certain duties such as cleaning bathrooms and public areas;
however it is each team member’s responsibility to ensure their specific area is sanitized.

• Walls, ceilings, floors, furniture and equipment must be free from dust and debris.
• Shampoo bowls, and basins must be thoroughly cleansed and sanitized daily.
• Pedicure/manicure soaking units, hydrotherapy tubs, etc., that guests come in direct contact
with must be thoroughly cleaned and sanitized after each use as per USPH guidelines.
• After each use, towels, sarongs, robes, slippers, etc. must be placed in a dirty laundry container
until properly laundered.
• All waste material must be separated and removed daily. Garbage should be removed and
delivered to the appropriate location and should not be left in the facility overnight.
• Professional implements and tools should be cleansed thoroughly with soap and water and
sanitized using shipboard policy and procedure.

Wet Disinfection Standards
• All manicure implements should be disinfected by complete immersion in Barbicide solution,
used according to the manufacturer’s directions.

Dry Disinfection Standards
• After thoroughly washing in detergent and warm water, items may be disinfected using ultra‐
violet ray exposures according to the ultra‐violet equipment supplier’s recommendations.

Refer to Spa Sanitation Policies and Procedures in the Policies and Procedures section of this manual for
further information.
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Gratuities

Gratuity is defined as “something given over and above what is due.” We must remember that a
gratuity is a gift, not an obligation. By striving to always exceed our guest’s expectations, you will better
position yourself as a recipient of these “gifts of gratitude.” Following are important standards to
remember:
• Gratuities are never to be solicited from the guest by any staff member.
• If a guest asks for a recommendation 15% may be quoted as customary.
• Where an automatic gratuity applies, employees must advise guests of the percentage added.
This must not be described as a ‘service charge’. A guest can choose to modify this gratuity at
their discretion (to increase or decrease).
• Cash gratuities exchanged in the treatment rooms are the responsibility of the individual
technicians to declare for tax purposes if appropriate.
• The company has zero tolerance for solicitation of gratuities.
• The company has zero tolerance for staff that adds on a gratuity without permission.
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Sexual Harassment

In the event a guest takes inappropriate actions during a spa service, the technician must stay calm and
keep a clear head. The following guidelines should be considered:

• Rather than jumping to conclusions, use common sense to determine whether the behavior was
deliberate or unintentional. This will help to avoid unnecessary guest embarrassment.
• On occasion guest behavior can be incorrectly interpreted by a technician. For example, a guest
is receiving a massage and the room is too warm for their comfort. They might unintentionally
expose themselves while trying to adjust their sarong or towel. If this occurs, the technician
should quickly adjust the sheets for proper coverage and ensure the guest is comfortable. If the
technician feels the action was deliberate, they should inform the guest of our spa policy – that
all guests must be properly draped at all times – and continue with the massage.
• In the event a guest says or displays physical gestures/contact that could be construed as sexual,
the technician should inform the guest that they are a licensed (massage, esthetician, etc.)
professional, and if the service does not remain on a professional level, it will be terminated
immediately.
• Once warned, if the guest persists with inappropriate behavior, inform the guest that their
service is finished. Leave the room and immediately report the incident to the manager.
Provide the manager with as much detail as possible, including the guest’s name so appropriate
action can be taken by on board management involving the on board Management as per
company policies.
• Do not gossip about the situation with other staff members or guests.
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Timetospa Consultation

Solution Sales Philosophy
Our results‐driven products are an extension of our service and are seminal in enabling all guests to
continue on the path to wellness. Consistent with our effort to establish a retail approach conducive to
both the guests’ needs and revenue goals, we will implement the “Solution Sales” philosophy when
prescribing lifestyle solutions. We are trained to identify potential areas of concern during the guest’s
treatment and to prescribe product solutions accordingly. The purpose is to establish positive
relationships with guests through accurate lifestyle counseling that only endorse solutions offering the
most beneficial solutions.

Our philosophy and core competency is presenting each guest with exceptional services and lifestyle
recommendations that nurture their well‐being on every level. The purpose is to impart a life changing,
rewarding experience that continues well beyond their cruise. Our results‐driven products are an
extension of our service and are seminal in enabling each guest to continue on the path to wellness for
years to come.

In order to ensure consistency a consultation and waiver is filled out and signed by every patron of the
spa prior to their receiving treatment. This is to ensure that best practices and modifications are made
as necessary. Modifications are needed when the guests health is compromised, allergies are present or
if the guest is pregnant.
Service Philosophy

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Solution Sales

Why recommend products to our guests?
Consider the following scenario: You wake up one morning ready to tackle the day. Upon jumping out
of bed, you realize you have a slight headache and low temperature. Not feeling your best, you
continue through the day only to find by late afternoon you are miserable. You decide to make an
appointment with your doctor. During your visit he checks you over and asks you several questions.
He informs you that you have strep throat, smiles, thanks you for coming and ushers you out of his
office. He does not offer a solution for comfort and care, or provide a prescription for an antibiotic.
Did the doctor finish the job you came to see him for?
Do you feel confident in his abilities as a doctor?
Will you return to him for future health care?
Does everyone understand?
What we plan to achieve in this part of your course is provide you with a strategy that you can
implement with every guest. This is solution selling.

Belief and Knowledge
In order to believe in what you do and to believe in something you need knowledge, an understanding
of the concept, product or service that you offer. What is just as important as knowledge onboard is
the application of that knowledge. Everyone goes to school and learns something whether it is about
skin, muscles, fitness, nails, we all learn but now we must take the theories we know and transfer it to
our every day job. In order to do my job to the best of my ability I need knowledge. A classic example of
this is someone that comes in for a massage: they suffer from arthritis; how many of you can say you
know how arthritis is formed? How many of you could give 5 things that that individual could do in
order to reduce the pain they feel. When your guest writes on the consultation form ‘high blood
pressure’ how many of you actually know what that means, or what causes high blood pressure? When
you know about these things, you can talk about them with confidence to your guest and this invariably
leads to a feeling of ease and trust towards you the therapist. The reason that many of the therapists
out there receive the same objectives time and again is for two major reasons; 1.They don’t trust you,
and the reason they don’t trust you is because you did not carry out the 5 steps. The only other reason;
2. Our guests don’t have the disposable income. You can tell this by looking your guest in the eye. The
eyes give a lot away.

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Five steps to ensure Solution Selling occurs:
1. Establish your clients true concerns and reasons for looking to the therapist for help;
• Consultation forms
• Asking the right questions

2. Educate;
• Clear, simple explanations
• Diagram. Assist understanding

3. Deliver exceptional Service

4. Deliver your presentation smoothly

5. Congratulate your guest on their choice and close confidently

1. Establish your client’s true reasons for looking to the therapist for help.
We are driven by two main forces; pain and pleasure. The two feelings are the driving forces behind
people taking action. To experience lasting change an individual must take action. Of these two feelings
pain is the more powerful of the two. We will do as much as possible to avoid pain. Example: If you
were given $5,000 dollars and had two options on how to spend it what would you do? Scenario 1 is to
spend it on a luxury vacation. Scenario 2 is that you go to the doctor and he tells you, you have a tumor
on your lung that needs to be removed immediately. Your medical fees will be $5,000. What are you
going to spend your money on? The pleasure of the vacation, or avoiding the pain associated with the
tumor? You would more than likely choose scenario 2. Instinct tells us to avoid pain.

Therapists often concentrate on the pleasure associated with a program; “do these baths and you’ll
feel amazing, your back will feel great, you’ll lose all this weight, and you’ll be so skinny”, whereas we
would be more effective in communicating to our guest how the baths would help “eliminate the pain
they feel in their lower back by opening up their circulation and eliminating some of the waste in the
muscle”. By doing this we are concentrating on eliminating pain.

The majority of guests you will come into contact with throughout your contract will be suffering from
some form of pain in one way or another. Whether it is from an old sports injury, through repetitive
strain, sitting at a desk, in a car, standing on their feet for 8 hours a day, they all have one thing in
common and that is pain. Most people learn to live with pain and after a while it becomes ‘normal’.
Pain is not normal; your first job is to find out where the pain is.

The consultation, the consultation form, and asking the right questions;
The Set up; Preferably seat the guest facing the door. (a guest who is 50lbs overweight and suffers
from lower back pain may feel uncomfortable sat on a bed with no back support and their legs dangling
off the side). You will need 2 chairs in your room if space permits. You should sit in a chair facing them.
If you are sitting on the bed it will impact your body language during the consultation. You should be at
the same level as your guest, not sat on a window ledge or on the floor. At this stage you can start to
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mimic body language. If the guest crosses their legs, cross your legs. People like people who are like
themselves. The only exception is if the guest folds their arms; you should never fold yours!

The consultation before the treatment; should take anywhere from 5‐8 minutes. This is your
opportunity to find out as much about your guest as possible. Ask “why” questions; “Why have they
come in for a treatment?” “Why do you think you suffer from pain/ puffiness/ redness in these areas?”
You need to get to the root cause of their making the appointment.

The best way to find out more about your guests pain is the consultation form. And the three major
trigger areas that you need to concentrate on are as follows;
• Profession,
• Stress,
• What would you like to achieve from today’s visit?

Most of the time the guests won’t fill out the whole form. Many guests are lazy or deem this
unnecessary. If we can get away with doing the bare minimum we will. Focus on a couple of essentials
firstly, Profession. If your guest has not filled out profession you need to ask them. Inform the guest
that that consultation will not account for actual treatment time and the reason it is an essential part of
the treatment is because it is designed to enable you to tailor make the treatment for them. The reason
you need to know about their profession is not to gauge their annual household income but what
someone does daily will tell you a lot about their physiology. Ask the questions: do you spend a lot of
time in the car every day? Do you spend a lot of time standing up? Sitting at a desk? In heels? Flip
flops? On planes? In airports? All of these questions matter as it helps you build up a mind’s eye view of
their daily life. You can then start to attribute some of the issues they are having to specific aspects of
their life, but furthermore you can then say; “Ryan what if I said that I can help get rid of that pain in
your back, what if giving back 10 minutes a day to yourself meant you would be pain free? Would you
do what I told you to?” Of course they would. But you need to ask the questions. Make it personal.
Once you know what some of the pain is caused by you can then proceed to use your Knowledge to
inform the guest why this is happening.

Stress; Stress plays havoc with the human body. When we are stressed we release a lot of chemicals as
a stress reaction. Think about if you have ever been in a confrontational situation, what starts
happening? We release adrenaline. Too much adrenaline burns out our adrenal glands, gives us
headaches. Another chemical is cortisol, a chemical that aids repair in the body but can be damaging in
large doses. Your aim, as with pain, is to get to the root cause of the problem. Is it work related, or is
there something else going on? This is all part of building rapport with your guest; remember you are a
therapist, the more information you have the more you can tailor the treatment and the more
compassionate you can become. The people that are doing well onboard are those people that go the
extra mile, deliver exception service and actually care.

The third point you need to move to is; ‘What would you like to achieve from today’s treatment’ this
is an essential point because this is going to give you the real reason they have come in, remember with
personality types certain people feel more comfortable writing something down than verbalizing,
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saying, it. Especially when it is a problem. Perhaps they write relaxation; many therapists believe that
once someone writes relaxation then they are no longer interested in homecare. That is incorrect. If
they need to relax they will need longer than 1 treatment. Upgrade the services and re‐book them. The
more you see the guest the easier it gets. Once they tell you the problem you must attach their specific
concern to the remainder of the treatment. Keep using their words, they wrote it down, you verbalize
it. If this is left blank then how do you know what they want and how can you give them exceptional
service and client care?

Once you have covered these points you then need to turn your attention to the other parts of the
consultation not concerned with your area of treatment, and immediately cross promote. If you are
massage and the guest has ticked and added comment to the facial questions then inform the guest
that with their permission you are going to organize a free 10 minute consultation with one of the
estheticians to carry out a skin analysis and recommend a facial that is suitable for you.

Be specific; do you want me to address these areas? You ticked dry skin, would you like me to help you
eliminate that?

Have a highlighter on hand and highlight everything the client says they want help with. This ensures
that once you have done the treatment you are able to go back to the consultation form and go directly
to the concern areas and make recommendations. Failure to do this and you will have forgotten what
the core of their problems were and you will no longer be specific with your recommendations. Be
specific and always bring the consultation form back with you.

2. Educate
Educating the guest must occur in the consultation. 75% of all people are better visual learners than
they are audio learners, so when educating someone it is essential that you are giving them something
to look at. Draw a diagram. Drawing the diagram put the individuals concerns on paper. Muscle,
circulation, blood flow, blocked pores etc can all be explained effectively through the use of a diagram.
Provide a concept. Explain to the guest how through the use of essential oils, algae, and alkaline based
products you are going to begin the process of eliminating some of their concerns. In particular ensure
you explain to the guest the role circulation plays in relation to their health. Explain to the guest how
our daily lives impact the blood flow of the body and in most cases have a negative effect on
circulation. This coupled with poor nutrition, lack of exercise and poor education on how to maintain a
healthy body lends itself to deterioration in health and the body’s efficiency. Use your knowledge,
impart it onto the guest and ensure they understand they are not only going to experience a
phenomenal service but learn something along the way about how they can improve their health at
home.

Do not wait until the end of the treatment to begin the education process. If you do not educate the
guest before the treatment then do not expect the guest to adhere to your recommendation at the
end, failure to educate means you become a sales person. Develop the concept upfront; don’t hide
behind your product.

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3. Delivering the service
At this stage it is of vital importance that we again highlight the point of professionalism. The service is
what your guest has paid for. Their expectations are high and the experience they have here will either
greatly help you in your presentation of homecare later or be to your detriment. Make sure you are
totally focused on the guest and that the treatment is followed step for step as you have learnt it at the
London academy. This will include body brushing, the welcome touch, making sure the guest is warm
enough, asking for feedback on pressure and coaching your guest on abdominal breathing to help them
relax.

As a therapist, you need to pride yourself on being the absolute best you can be. If you look at any top
earner in any field, one thing they have in common is that they believe in themselves as being the best
and delivering each and every time. By delivering the best service, you are creating a positive emotional
experience for the guest and this is what will bring your client one step closer to saying yes to you at
the end. Service standard and excellence is a pivotal point in your success, your client’s solution to their
problems and ultimately in the amount of money you earn.

“The amount of money you make in life is a direct reflection of the amount of value you add to other
people’s life.” Be the caring therapist you trained to be and reap the rewards.

4. The presentation
Please note that this part of Solution Sales needs to practiced and rehearsed until it becomes one
smoothly, refined and well rounded presentation.

The set up; Before you wake your guest up after completing the treatment, you need to arrange your
room so that it looks the same as when you did your consultation prior to the treatment.
• Have your guests chair facing the door and neatly lay their clothes over it.
• Sit your chair opposite so that when you sit, your back will be to the door.
• Place a towel on the floor with the guest’s shoes neatly on top.

The most important thing in the set up is to make sure that you now create a display of all the products
your guest needs to be using at home on a table/bench close by to where you will be seated. This is so
that you can show each product to your client during your presentation by easily reaching for them
without breaking the communication process.

Directing your guest; You now slowly wake your guest and gently explain what they need to do when
you leave the room. They need to get dressed and have a seat on their chair and wait for you to return
with a glass of water. The set up of the room will allow for them to feel comfortable doing this and
finish up in the same position as where they were during your initial consultation. Familiarity will help
them stay in a relaxed state.

The return and presentation; Do not leave the room for longer than 3 minutes. Collect a glass of water
and write down your 2 option solution program. On return to the room present a huge smile. Your
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guest is facing the door, this smile will be the first thing they see and will set the mood for the
presentation. A smile is a positive and this is exactly what we want, a positive outcome.

Give the water to your guest and as you sit down, place the clipboard on the bed and ask your guest
how they are feeling. Explain that the treatment definitely helped make progress and point out the
areas which you feel improved.

The first thing you will now recommend is a second treatment.

Example; “Tim, this massage is exactly what your body needs, however it has been like this for a while,
and for me to help I would like to see you again in a couple of days so that we continue to help your
body, OK?”

Once your guest agrees by nodding, you will not have to ask again, whether or not they want to do
another treatment with you. You will simply offer 2 choices of times on a day which will help fill your
column. This you do at the reception desk while they are signing their docket.

Example; “Tim, looking at Wednesday, I have an 8:00am and a 6:00pm appointment available for you.
Which one would you like?”

“Now Tim, what you really need is to start treating your body on a daily basis. What you first need to be
doing is brushing your largest organ which is the skin. To do that, you are going to use your body brush.
Point to the word brush on your prescription card so that they see the word and the price. Reach for
the brush and explain how they are going to use it. You will then go through each product in the same
manner.

First point to the word on the card, then physically show them the product and explain how to use it.
Make sure you are touching as many senses as possible during this presentation. The client must see
the product, touch it and smell it. After each product has been shown, place it next to them on the bed.
This gives them sub conscious ownership of the program.

Once you have presented the product program, you now enter into the alternate of choice close:

2 option Program close
Scenario example; “Jane, these are both great programs (pointing to each of the programs).

However, the longer you do this, the more benefit you will receive. (Point to the bigger program) On
this side (left) we have 10 treatments, which is a great start and will help you greatly. On this side
(right) we have 20 treatments. Jane, which one would you like to start with?” PAUSE The guest will
then make their choice.

“Perfect Jane. This is a great choice (positive reinforcement) let’s go and get everything together for
you so that you can start your treatments tonight.” (Nodding and getting another nod from them).
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The 2 choice close written on a prescription card
Please note that there should be a line down the middle of the card separating the 2 choices. Also, you
will notice that there is no dollar sign next to the price.

Body brush + oil 105 Body brush + oil 166

10 Soaks 176 20 Soaks 352
281 518

Always point to the product written, so that your client gets a chance to see the price, then show the
actual product, getting the guest to touch, see, smell and use it.

Be 100% confident in what you are presenting. In order to get this right, you need to PRACTICE &
REHEARSE.

5. Congratulate your guest on their choice and Close strong
Once the guest has made their decision it is imperative that you reinforce the reason for them carrying
out the prescribed solution to their concern. Do not sit for an additional 5 minutes going over the
program again and again but do ensure that you are specific in giving instruction in how to use the
program and what the various products are for. Failure to close confidently will ultimately lead to
returns because the guest does not understand what they have been given and why.

Once your guest has agreed to carry out the program, make one complement and then lead the guest
to the relaxation room whilst you gather the program. Once you have the program together take the
guest to the front desk, explain the docket and get them to sign. DO NOT leave the guest in your room
for 5 minutes whilst you run around finding the products. Changing the environment at this stage is
imperative.

Once your guest has checked out ensure that you are making any additional treatment bookings then
and there. Remember to cross promote for a free 10 minute consultation with any of the other
therapists that you believe could help the guest throughout the cruise.

Example: “Jane, let me take you through to the relaxation room whilst I gather your program together,
when I come back we are going to run through what you are doing and why. This program is exactly
what you need in order to get the results you deserve.”

Example: “Ok Jane, everything we discussed before is now in the bag for you. Now, we need get you
booked in for either 8:00am or 6:00pm on Wednesday and in addition let’s get you booked in for a
complimentary 10 minute skin consultation with Natasha.”
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Performance Ratings

We firmly believe that our steadfast commitment to always exceeding the expectations of our Cruise
Line partners are of vital importance and must be honored at all times.

Our number one goal for our employees is to foster both professional growth and economic
performance objectives. In no way do we endorse or support personal or company profitability at the
expense of any guest whatsoever. At no time should guest experience be compromised or devalued,
even if honoring our code of conduct negatively impacts revenue. After all, guest satisfaction begets
customer retention and loyalty for both the spa and Cruise line, so we use this opportunity to develop
positive relationships that will leave a lasting impression.

Penalties
In the event that we fail to exceed performance goals, we are prepared to immediately address and
rectify any deficiencies in our operation. We believe the current rating system is highly effective and
we will continue incorporating these guiding principles into our daily execution.
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Service Philosophy

We touch thousands of lives each day and we use this platform to educate and inspire each guest to
embrace a healthier lifestyle that will improve their overall well‐being.

Implementing and upholding our customer‐centric philosophy is an integral part of our daily operation
to ensure cohesion, quality and guest retention.

We place a high premium on ensuring that our mission to deliver the highest grade of service is
translated into every endeavor, treatment and interaction ‐ with every guest.

To secure a positive experience that will resonate with all guests, we stand behind our 100%
Satisfaction Guarantee for all services and products.

It is more than a promise. It is our purpose.
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71

POLICIES AND PROCEDURES
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Spa Opening Policy

Purpose
The purpose of this policy is to ensure consistency and safety in all Steiner operated spas.

Scope
This policy applies to all employees on board.

Policy
Employees are collectively responsible for ensuring all spa areas are prepared and set up ready for
guests’ arrival to the spa. This pertains to both company protocols and Cruise Lines safety guidelines.
This should be done at least fifteen minutes prior to the spas posted opening hours.

Procedure
• Log into SmarT4 to ensure accurate Time and Attendance records.
• All lighting is to be switched on in Salon, Spa and Gymnasium areas. In treatment rooms, lighting
is to be softened if a dimmer switch is available to set appropriate ambience prior to spa
services.
• All treatment areas to be unlocked.
• Spa music is switched on and set accordingly – note that only spa music should be played in
treatment rooms and Spa Lounge.
• All stone roasters are filled and thermometer is in place to ensure temperature regulation.
• All Cabbies, Roasters and Bamboo Pads are to be switched on.
• Ambiance is diffused throughout spa areas.
• If it is your responsibility to do so, ensure the sauna, steam and thermal suite areas are all
switched on. (If the cruise line requires a sauna log to be filled out do so now).
• Compresses and mitts are prepared and placed in cabbies.
• Products required to carry out days services are in supply in treatment areas.
• Linens and towels are in supply and stacked neatly in treatment areas.
• Ensure all staff have a copy of their daily schedule to hand (noted or printed from Silverspa –
check on this throughout the day also as change may take place).
• Review daily schedule to determine where add‐ons can be offered to guests to enhance their
spa experience.
• Consultation forms, clipboards and pens are available at reservation desk.
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Spa Closing Policy

Purpose
The purpose of this policy is to ensure consistency and safety in all Steiner operated spas.

Scope

Policy
Employees are collectively responsible for ensuring all spa areas are cleaned, equipment
switched off and areas are closed down at the end of each working day.

Procedure
• All stone roasters are emptied and stones cleaned as per sanitization policy.
• All Cabbies, Roasters and Bamboo Pads are to be switched off.
• Cabbies are wiped out and any excess compresses removed. The door of each Cabbie is to be
left open overnight to avoid rusting of the rack.
• Diffusers unplugged and switched off.
• If it is your responsibility to do so, ensure the sauna, steam and thermal suite areas are all
switched off. If you have a thermal suite on board that requires you to check the essence is full
do so now. (If the Cruise Line requires a sauna log to be filled out do so now).
• Spa music is switched off.
• All garbage cans are to be emptied and relined.
• Work area cleaned using Company and Cruise Line sanitation guidelines.
• All linens are to be removed from the spa and sent to the laundry.
• Re‐dress bed and tidy trolleys.
• Re‐stock any products that are needed in treatment areas.
• All lighting is to be switched off in Salon, Spa and Gymnasium.
• All consultation forms are filed accordingly.
• All treatment areas to be locked.
• Log out of SmarT 4 ensuring accurate Time and Attendance records.
• Complete your Maintenance Log, documenting any deficiencies of broken equipment, furniture
and fixtures and request for replacement/repair. (See full Maintenance Log Policy for further
details).
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Time & Attendance Policy

Policy
To optimize productivity and ensure workflow processes are followed to meet work schedules. To be in
compliance with I.L.O. 180 (International Labor Org.) requirements; whereby hours of work and hours
of rest shall be recorded.

The limits on hours of work or rest shall be as follows:
Maximum hours of work shall not exceed;
14 hours in any 24 hours period and
72 hours in any seven‐day period

Minimum hours of rest shall not be less than:
10 hours in any 24 hour period; and
77 hours in any seven‐day period

Note: Certain contractual situations, which exceed the above guidelines, may be applicable as an
exemption.

Scope
Policy: All Team Members in the spa shall record time at work (clock in/clock out) via provided
terminals and/or office P.C. if applicable. Furthermore, a work schedule shall be assigned to each Team
Member.

Procedure
Work schedules: an individual weekly work schedule shall be assigned and a printed copy shall be given
to teach Team Member. These schedules shall be updated as often as necessary to reflect changes in
the scheduling.

Work schedules shall be realistic and shall not exceed the contracted number of hours, currently, at 72
hours per week.

All spa staff are entitled to 1 & ½ days off every 7 days. This can be broken into 3 half days which can be
defined as embarkation mornings or ½ port days. (8:00 a.m. – 12:00 a.m.)

Time and Attendance
• Spa staff shall record work/rest hours (clock in and out) via the Shipboard terminals; this
includes meal/work breaks longer than 20 minutes.
• A P.I.N. (personal identification number) shall be assigned to every team member by the vessels
Crew Purser/HR rep. consisting of I.D. number and or personalized code.
• Team members shall ensure their PIN number is not shared or compromised. However, in the
event someone else knows the code, the Spa member must advise the Manager immediately
so another code can be arranged.
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• Spa Staff shall work according to work the supplied “Spa schedule”. In the event of need for
Extra work outside of the above guidelines, the Manager must request approval to deviate
from the above from their Director of Operations.
• Compliance with work hours/schedules/ is a strict requirement. Failure to comply may result
in disciplinary action.

Verification of time and attendance records
All Managers shall ensure that the time‐keeping record of the Spa Staff is reviewed on a daily basis to
ensure accurate time keeping based on their schedule. Managers must manage the schedule to ensure
that work load is evenly distributed to minimize the variance between hours worked and the
contracted hours.
At the end of each voyage, the Spa Manager shall forward the applicable report with number of hours
worked to their Director of Operations and the Director of Personnel.

Administration
All sign‐on’s and sign‐off’s shall be automatically updated in the vessels appropriate time keeping
system by the Spa Manager.

Guidelines
• Safety and boat drills shall be considered as part of the time worked and shall be scheduled to
the weekly hours of work.
• Training sessions shall be considered as part of the hours worked and be scheduled to the
weekly hours of work.
• Time off authorized for medical reasons shall be considered as hours of work in ½ day (5 hours)
or full day (10 hours) increments.
• Port Cleans shall be considered as time worked.
• Stock inventories shall be considered as time worked.
• Cruise Off, staying on board, if authorized by the department Head shall be treated as time not
worked and therefore Team Members are not to clock in or out during this period.
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Revenue Shifting Policy

Policy
The purpose of this policy is to prohibit the use of hard dockets in a Spa/Salon and gymnasium
environment.

Purpose
To ensure accuracy in all transactions and to deter revenue shifting.

Procedure
Transactions will be reviewed on a random basis to ensure compliance with the below policy by
Corporate personnel. Anyone found to have shifted revenue from service to gratuity or service to retail
will find themselves removed from their vessel. Legal implications can occur through investigation and
confirmation of illicit transactions.

• All hard dockets are prohibited from use in the gymnasium, spa, treatment rooms, salon and
consultation areas.
• All spa, salon, barber, acupuncture and fitness services must be rung up at an approved SmarT
POS at the end of EVERY service and presented to the guest to sign (a signature must be
recorded for the transaction to be complete).
• At the commencement of all payable fitness classes, cruise cards are to be taken from the guest
and given to the Spa Receptionist or Manager, who will post the necessary amount on the card
and return it upon completion of the class.
• In the event that the SmarT system fails and is down, dockets must still be posted on the vessels
POS system, signed, and then posted on SmarT once the system is operational. (The signed
receipt must be attached to the SmarT docket when posted).
• In the event that both SmarT and vessels POS are down the Spa Manager may ask the chief
accountant for a supply of hard dockets to record transactions. The Chief Accountant is the only
person who can authorize the use of hard dockets. In such a situation, the Spa Manager must
post all transactions once SmarT and POS are back on line, attaching the hard docket to the
posted smart receipt.
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Guest Check in Policy

Purpose
The purpose of this policy is to ensure that all guests checking in for a service in any Steiner operated
spa experience the same standard of quality, and that all treatments and services are rendered in a
professional, friendly and courteous manner.

Scope

Policy
Employees are responsible for giving each guest appropriate garments to wear during their spa visit
(robe or towel ‐ as pertaining to cruise line agreement) and clear verbal instructions on appropriate
attire in co‐ed areas such as the Calming Lounge, Thermal Suite and Thalassotherapy Pool.

Procedure
• Guests are to be greeted at the reception desk. Upon checking in, spa personnel are expected
to verify that the guest’s name corresponds with the name given when the appointment was
made. They must also confirm the cabin number and duration of time to be spent in the spa.
• Age must be verified in order to comply with our age policy and Y‐spa program.
• If any guest looks 25 years of age or younger we require age to be verified.
• Guests under the age of 18 must have a parent or guardian present at check in to sign a Y‐spa
waiver and complete the consultation form on behalf of the Y‐spa participant. (See Y‐spa
policy).
• Spa concierge/receptionist should confirm treatments being performed and the spa therapist
designated for this service.
• Consultation form should be handed to the guest on a clipboard with a pen, and the guest will
be asked to fill out the documentation.
• Guest is given a robe (where appropriate) and escorted by a staff member to the locker room
to change.
• Guest is informed at this time of where to be seated (either in Thermal Suite, Relaxation lounge
or to remain in locker room) until called by their therapist.

If the guest is using the sauna/steam/thermal treatments prior to their service time, ensure that they
are clearly told as to whether the areas are co‐ed and the appropriate attire to be worn inside these
areas.
Therapist is to call the guest from their seated area on time for their scheduled appointment. If, for any
reason, the therapist is running late, the guest must be informed immediately and told how much it will
delay the commencement of their treatment.
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Guest Check out Procedure

Purpose
The purpose of this policy is to ensure that all guests checking out after a spa service are given the same
standard of quality, professionalism and excellence in service.

Scope
This procedure applies to all vessels.

Procedure
• Guests upon completion of their service should be allowed a two to three minute relaxation
period in their treatment suite while the therapist collects a refreshment of either herbal tea or
water for them.
• Consultation form should then be reviewed, the therapist outlining any concerns she may have
encountered and solutions to any problems that they have outlined by the guest previously at
the beginning of the treatment.
• The guest is then advised on any lifestyle recommendations to assist in their concerns and
advised of any further enhancing treatments that guest may choose to enjoy for the remainder
of their cruise.
• Guest is helped into their robe and escorted by a staff member to the relaxation lounge (where
appropriate if the guest chooses to remain relaxing in the spa) or locker room to change.
• Guest is informed at this time of where to proceed to in order to complete their transaction and
checkout procedure.
• If the guest would like to use the sauna/steam/thermal treatments after their service time, and
it is indicated, ensure that they are clearly told as to whether the areas are co‐ed and the
appropriate attire to be worn inside these areas.
• Therapist is to meet their guest from the locker room once they are dressed to ensure they are
checked out efficiently at the reception desk.
• If the therapist is running late or if the guest is going to enjoy the sauna/steam facilities they
must be informed how to find their way back to the reception desk and the concierge will meet
them and check them out.
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Valuables Policy & Procedure

Policy
This policy is in place to encourage guests to leave their valuables and jewelry in their stateroom safe
provided. If jewelry is worn in to the spa and removed prior to a spa service it is the responsibility of
employee to remind the guest to replace their jewelry at the end of a service. If valuables or jewelry are
left in the spa, the employee must hand the item to the Spa Manager immediately for resolution.

Procedure
• When guests are making reservations it is suggested when giving an overview and confirmation
of booking it is mentioned that jewelry should be left in their stateroom.
• If a guest is wearing jewelry that can be left on during a service it is preferable for them to do so.
• If a guest removes their jewelry prior to a service, a small dish or jewelry box can be offered for
safe storing. NOTE: suggest guest do NOT wrap the jewelry in a Kleenex for safekeeping – it is
easy to throw this away post service).
• Each therapist should remind their guest when giving dressing instructions to not forget their
jewelry.
• A suggestion for guests undressing in the treatment room ‐ place valuables and/or jewelry in
their shoe so it cannot be misplaced post service or forgotten about.
• If a guest is having a manicure service, ask them to replace their jewelry prior to polishing the
nails to avoid smudging.

Points of Importance when a guest forgets their valuables
• Any forgotten items must be handed to the Spa Manager immediately and not left in a
treatment room or at the reception desk.
• Spa Manager then seals inside an envelope, placing in the Spa safe until the guest returns to
claim. At this point guest name and cabin number are usually known so please note on the
envelope clearly. A witness should be present when placing items in the safe – such as Assistant
Spa Manager.
• It is mandatory to call the guest immediately to inform them of their forgotten item.
• Should the item have been left in a treatment room and the owner is not verified or known, the
item must be placed as above in the spa safe by the Spa Manager until the end of the business
day whereby the item is taken to ships lost and found department.
• If an item is not claimed the item must be taken to the ships lost and found department and
email follow up sent to whomever onboard is in charge stating it has been left in their
possession (list item/s). The item is then the responsibility of the cruise lines lost and found
department.
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Taking Spa Reservations Policy

Policy
The Reservation Policy outlines the steps required during the reservation process to ensure guests
receive a hassle free, friendly, and knowledgeable experience while reserving their spa treatments.

Scope

Procedure
• Guests are to be greeted at the reception desk with the appropriate welcome.
• Receptionist is to ask the guest what treatment they would like to book and at what preferred
time. Spa concierge/receptionist should ask the guest what concerns or needs they have and
offer recommendations of services which will suit their needs. Spa concierge/receptionist
should book guest appointments which will accommodate their personal needs.
• The age of the guest must be verified and be in compliance with the company’s age policy.
Guests under the age of 18 can only receive services from our Y‐spa program. Guests under
the age of 18 must be accompanied by a parent or guardian when booking the treatment and
consultation form must be completed by the parent on behalf of the minor child. Guests under
the age of 18 must be advised that bathing suits must be worn during treatments.
• Guests must be asked if they have a gender preference of their provider and this must be made
as a notation on their appointment.
• Guest should be advised to arrive at the spa 15 minutes prior their scheduled appointment
time in order allow time for the guest to complete their consultation form. Cancellation policy
should be reviewed with guest.
• Appointment card must be given to the guest after reservation is made. If the booking is made
by phone an appointment card should be delivered to the guest cabin.
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Satisfaction Guarantee Policy

Satisfaction Guarantee
We have a 100% satisfaction guaranteed policy for ALL spa services provided in each of our spas.
Should a guest be dissatisfied with a therapist’s performance, service offered, or products used, we will
offer an alternative service at no additional charge as compensation. Alternatively, the guest is entitled
to a full refund, if they prefer.

All Steiner Spas have Satisfaction Guarantee signage at their reservations desk, to ensure all guests are
aware of this policy. This is also reflected in the menu of service on each vessel.

The number one goal for our employees that foster both professional growth and economic
expense of any guest whatsoever. At no time should the guest experience be compromised or
devalued, even if honoring our code of conduct negatively impacts revenue. After all, guest satisfaction
begets customer retention and loyalty for both the spa and you as our cruise partners, so seizing the
opportunity to build positive relationships with your guests can result in repeat visits and referrals to
other guests on board.

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Product Return Policy

All guests are entitled to receive a full refund on any unopened products when accompanied by a
receipt and returned by the end of the cruise.

• When making a refund for a service and/or product it should be noted that only the Spa
Manager has the authority to complete this.
• No other staff member including the Assistant Manager or Receptionist is allowed to perform
this function.
• Managers must complete the refund transaction in its entirety.
• If through illness the Spa Manager is unable to complete this duty, then it may designated to
the Assistant Spa Manager however authorization is required from the Director of Operations.
• Any person that requests a refund when the manager is not in the spa, due to meetings and/or
time off, must be advised that only the Manager is able to complete this task. The person is to
be advised that the Manager will contact them personally upon his/her return.
• The manager should contact the guest personally as soon as possible to facilitate this matter.

All guests who request a refund for opened products while still onboard, approval must be
sought by contacting our Customer Service Dept as follows:
Shelle Molina – Customer Service Representative
Toll free: 855 848 3059
Office: 1‐305‐358 9002, ext. 252
E‐mail: Shellem@steinerleisure.com

IMPORTANT NOTES:
Our Customer Service Representative is available only during business hours 9am ‐5.30pm
Monday‐Friday EST. Should you require assistance outside of these hours please contact
Director, Quality Assurance and/or your Director of Operations for response.

If an allergy is present accept the product back, refund guest and fill out an incident report
form. This should then be sent along with any consultation form/s you have on file to our Risk
Management Director for file.

Any product refund that is made post cruise is subject to a 15% restocking fee and must be made within
90 days of purchase. Opened products can be returned for merchandise credit, unless supported by a
doctor’s note.
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Operation of Changing Facilities Policy

Policy
The purpose of this policy is to ensure all guests enjoy a quality, standardized experience in the spa
changing and locker rooms.

Scope

Procedure
• Guests are welcome and encouraged to use the locker and changing facilities during normal
operating hours. Guests are not required to have a scheduled spa appointment in order to use
the changing and locker facilities.
• The changing and locker rooms are self‐service type facilities. Guests can use showers, toilets,
sauna facilities (if applicable). In order to use lockers, guest must obtain a locker key from
reception desk.
• In order to obtain a locker key, guest must exchange their cruise account card for a locker key.
Receptionist will hold cruise account card until the locker key is returned by guest. This step is
not necessary if the lockers are equipped with a digital lock.
• Valuables of guests are not encouraged to be brought to the spa and changing and locker
facilities. Spa operator and cruise line will not be held responsible for the loss of any valuables.
• Procedure for replacing lost locker keys must be established by ships management.
• Clean towels are maintained by Housekeeping. Other changing room supplies such as shampoo,
conditioner, body wash, razors, combs, and other grooming amenities are to be supplied and
maintained by Housekeeping. Dirty towels, robes, and slippers are to be removed by
Housekeeping in a timely and efficient manner.
• Robes and slippers are to be controlled for distribution to the guests by the Spa Manager.
Robes and slippers are to be distributed to the guests from the spa reception desk or where
appropriate supplied in the lockers.
• Cleanliness of the changing and locker facilities is to be maintained by Housekeeping. The Spa
Manager and spa staff are expected to inspect the facilities prior to opening for the guests,
periodically through the day, and a final check at closing time.
• If changing rooms are equipped with sauna rooms, a protocol must be established to determine
operations. Switching the sauna on and off, monitoring the emergency call device, periodic spot
checks on the facilities. Emergency procedures must be established by ships management to
handle guests’ medical emergencies and injuries.
• Male and female changing rooms must be monitored and maintained by staff of the same sex.
For example, male staff are not permitted into the female facility during normal operating hours
and the same for female staff entering the male facilities.
• Depending on vessel policies, age restrictions of the guests using the changing room’s needs to
be determined. Children under a determined age will not be permitted in the facilities. Age will
also need to be determined for children accompanied by a parent or guardian to enter and use
facilities. Once determined, spa staff and housekeeping spa attendant will need to monitor.
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Gym Coverage Policy

Policy
The purpose of this procedure is to clarify the role that the Fitness Instructors are expected to perform
while manning the gymnasiums onboard.

Scope
This procedure applies to Personal Trainers on all vessels.

Procedure
Personal Trainers on a normal working day are required to perform the following duties:
• Teach group classes
• Conduct Personal consultations
• Perform Personal training for paying clientele

While performing these duties they are unavailable to man the gym, however when they are not busy
with the above, Fitness Directors are expected to do the following:
• Man the gym floor in order to answer any questions and provide assistance to guests requiring
basic guidance on the use of machinery.
• Offer guests towels and water when available.
• Keep gym neat and tidy.
• Check equipment and report any maintenance issues to their managers.

Fitness Directors are also entitled to incentives at the Managers discretion and contractual time off,
meaning that during such times it is possible that no Fitness staff are available. During these times it will
be the responsibility of the Manager to:
• Arrange other spa staff (schedules permitting) to walk through the gym.
• Arrange signage (in conjunction with ship board management) directing guests to be able to
contact the Spa reception should help be required.
• Arrange alternatives with ship board management should it be required, for example, have a
scheduled walk through of the gym by housekeeping to pick up any used sweat towels, fold
away yoga mats etc.

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Robe Issue and Return Policy

Purpose
To enhance the experience of guests using the spa and salon facilities.

Policy
Spa Robes will be provided to guests for all Spa treatments and when requested for use in the Spa
Facilities.

Procedure
The housekeeping manager should liaise with the Spa Manager to organize a par level of bathrobes to
be issued to the Spa for additional use. Once agreed, this amount will be issued at one time.

• Clean robes will be delivered on Policy startup and kept in the Spa Managers office or at the
reception desk out of view while the Spa is in Operation. While the spa is closed all bathrobes
must be stored securely.
• As guests approach the Salon reception they will be given a robe either for a treatment or if
requested for use in the Spa facilities.
• The receptionist will ask the Guest for their ship charge card as a deposit/guarantee of robe
return. If a robe is issued the card will be placed in an alphabetical file with a paperclip attached.
The paperclip is attached to the card to indicate the amount of robes being issued. For example
2 robes would mean 2 paperclips should be attached to the card. The card will be placed in a file
and returned to the guest when they return the robe at the end of their treatment/use of the
spa facilities.
• The dirty robes will be placed in a linen hamper. Any guest who fails to return their robe must
be reported to the housekeeping manager and the charge card turned in to the purser’s office.
• The Salon Manager should ensure that this robe discrepancy is recorded to ensure no charge is
made to the spa for the lost robe. A receipt from the purser’s office must be obtained and kept
on file as back up.
• At the end of the day or when needed Housekeeping Staff collecting the robes will verify with
the Spa designated person the amount being collected and then verify the amount of clean
robes returned. A Linen control sheet will be used to track robe movement and the responsible
individuals. It is the responsibility of the Spa employee to ensure that they receive the same
amount of clean robes for the dirty robes handed over to the linen keeper. Any discrepancies
should be reported immediately to the Spa Manager. At the end of the Voyage the Salon
Manager will verify that her Robe inventory is complete. Monthly inventories will take place
with the spa and Housekeeping managers and any unexplained discrepancies will be discussed
with the appropriate management on board.
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Locker Key Issue Procedure

Policy
Locker keys will be provided to guests as requested from the spa reception.

Purpose
To enhance the experience of guests using the Salon facilities.

Procedure

Key Inventory and handovers:
On each vessel, the Spa Manager will ensure that a complete inventory of all locker keys is completed
weekly. Any discrepancies should be reported to the Hotel Director and arrangements made to replace
any missing keys.
During manager handovers the manager taking over will verify and sign for all keys and accept any
responsibility for discrepancies that may be found at a later time.

Issuing keys and their return:
• When a guest approaches the spa reception and requests a locker key the manager/receptionist
will explain to the guests that a key will be issued with the surrendering of their charge card as
guarantee of return.
• The guest will be advised that a lost key charge of $10.00 will be placed on the guests account if
the key is not returned or lost.
• The shipboard charge card will be placed in an alphabetical file by last name.
• On return of the key and verification of the guests identity (the guests should always be asked
for their first and last name.) the card will be returned to the guest.
• At the end of the days shift the alphabetical file will be checked for any remaining charge cards
and reconciled with the locker keys.
• If the guest has not returned the key then the card will be handed to the purser’s office who will
charge the guests for the key and order a new key for the Spa. A copy of the work order and
guest charge needs to be given to the Spa manager to keep on file.
• The end of voyage key log will be completed and kept on file to verify key inventories.

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Consultation Form Policy

Policy
The consultation form policy is to ensure that all guests’ receiving spa services experience a full
consultation prior to their treatment. Guest safety, satisfaction and wellbeing are our first priority.

Scope

Procedure
• When the guest arrives at the spa, the concierge/ hostess will confirm guest appointment, verify
the type of service being rendered, and advise the guests who will be performing the service.
• Spa concierge/ hostess will ask the guest to please take a moment to complete the consultation
form.
• Once the consultation form is complete, the guest will then be met by the therapist and
escorted into the treatment room.
• Offer the guest a seat and review the consultation form. Before commencement of any service,
the therapist will discuss the consultation form with the guest. The form should be checked for
contra‐indications, ensuring there are no health concerns the guest currently has or has
experienced that you should take into account.
• Age will also be verified, ascertaining the guest is over the age of 18 (unless they are a Y‐spa
participant). Guests under the age of 18 can only receive treatments on the Y‐spa menu, and
only a female therapist is permitted to render services. All Y‐spa participants must be
accompanied by a parent or guardian when making a reservation and parents must complete
the Y‐spa consultation/waiver on behalf of their minor. (See Y‐spa policy).
• Should a medical contra‐indication prohibit the treatment requested by the guest, an
alternative treatment should be offered by the therapist taking into consideration any medical
conditions and/or contra‐indications.

Consultation form storage
• All consultation forms must be kept onboard your vessel for a minimum of 12 months.
• Voyage files will be created with the cruise starting date and vessel name displayed on the
outside of the file.
• All consultation forms from that cruise will be placed in this file and then stored securely in the
Spa Managers office.

After voyage use or requests for Steiner Consultation forms
• Steiner’s Risk Management Dept or Corporate personnel are the only authorized persons to
receive original completed consultation forms. Anyone else must get authorization from Steiner
Management Services prior to a copy being released.
• If an incident/accident/injury occurs during any treatment the reports compiled to record the
situation along with the original consultation form must be sent to Elizabeth Junco.
Lizj@steinerleisure.com

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Points to Remember
• If the client reveals a contra‐indication to the treatment, explain DIPLOMATICALLY the reason
why you cannot proceed with the treatment and offer a suitable alternative treatment.
• Ensure that ‘active consultation forms for clients having multiple treatments are forwarded
efficiently to the therapist performing the next treatment and so on.
• Do NOT ask if the client has HIV or Aids. Adhere to the questions on the Consultation form.
• If in doubt about proceeding with a treatment, despite the client signing a form, check your
reservations with the ship Doctor for a second opinion.

During Handovers
To ensure the consultation policy is adhered to during a hand over, the departing manager must do the
following with the replacement manager, (or person whom they are handing over to if the new manager
is not yet on board ‐ for example the assistant manager):
• Confirm place of storage of consultation forms for previous (one) year.
• Check consultation forms go back one year from date of hand over.
• Both the departing manager and replacement manager are to sign below
• to confirm this has been checked and all is in place. In the absence of the new manager this
function is to be completed with the assistant manager
• or person going through the hand over process with the departing manager.

____________________________________________ _______________
Departing Manager Print name and sign Date

____________________________________________ _______________
Replacement Manager (or designated hand over person) Date
Print name and sign

_____________________________________________
Ship Name

If the forms are not in place please provide an explanation, report immediately by email to Director of
Operations and Director of HR.

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Guest Feedback Procedure & Policy

Purpose
To ensure that all guests are receiving treatments advertised to the highest possible standard; ensuring
service is modified according to guest needs and preference as well as guaranteeing complete guest
satisfaction.

Policy
A follow up call to be conducted by the Spa Manager within 48 hours of the guest leaving our Spa. This
call is primarily used to investigate deficiencies if suspected.

Procedure & Script
Random calls to be made by Spa Manager as and when appropriate. No more than one call to be made
per guest and permission always asked of the guest before proceeding with questions. Calls to be made
where deficiencies are expected to enable precise feedback to team member.

Script
“Good Morning/Afternoon insert guests’ name, this is insert your name the Spa Manager. I’m calling as
part of our Quality Assurance program, to follow‐up on the insert Spa service you received today from
insert staff member’s name.”

“If you have a moment to spare, I’d like to get some feedback from you on your Spa experience. Pause
and wait for a response to ensure it is convenient for the guest to continue with the conversation. Did
insert staff member’s name exceed, meet or fall short of your expectations during the service
provided?” Ask for additional details if the guest indicates the therapist did not meet expectations.

“During your treatment did (insert staff member’s name)”:
• Conduct a consultation prior to starting your treatment?
• Ascertain what you wanted to achieve from your treatment and tailor make the treatment
based on those needs?
• Enquire if you were comfortable with all aspects of your massage (room temperature, pressure,
techniques used)?
• Perform a skin analysis prior to your facial and provide you with feedback based on their
analysis?
• Provide solutions to the concerns indicated during your consultation and offer product
suggestions with which you could continue at home?
• suggest an additional Spa services that would further enhance your Spa experience;
• Begin and end your service on time?
• Encourage you to utilize the Spa facilities to extend the benefit of the treatment you received?

Depending upon the guests’ response to the questions asked you may need to make a decision in the
appropriate action to be taken to ensure we turn the guests’ service into a positive experience. Our
satisfaction Guarantee must always be used.
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After conversation with 3 or 4 guests regarding the same staff member, you will have a clearer
understanding of whether or not the staff member is providing a complete service.

You must ensure the feedback you ascertain form guests is then given in a constructive manner to your
team member to include discussion of action plan for improvement and whether counseling is
warranted for non compliance to Company Policy. Ensure you make notes during each call and
document the guests name and feedback to ensure accurate reporting. This information then needs to
be delivered back to your team member in a concise and non opinionated manner with facts given as
supporting ‘proof’ of deficiency. All staff should be delivering the following 4 steps. Failure to do so is
deficient in their requirements and needs to be counseled:
• Consultation procedure – asking the right questions to determine how to best treat your client.
• Excellent service.
• Solution sales – professional and required homecare recommendations
• To deliver results post service.
• Service cross promotion – additional service recommendation as either a rebooking or a cross
promotion to further enhance clients results.

This allows you to both monitor your staff’s performance in a professional manner, as well as gain
feedback from your guests allowing for enhanced Customer service.
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Sanitation Policy

Policy
Spas and Salons are environments where it is critical to ensure proper sanitation and disinfection
procedures are being implemented and maintained. Each team member has a responsibility to ensure
their equipment and work area is properly cleaned and disinfected. The procedures outlined in this
document will help to reduce potential health risks associated with Spa & Salon activities.

Unhygienic practices and procedures can affect the health of the client and staff. When spa and salon
hygiene procedures are not managed correctly, bacterial, viral or fungal infections may occur. These
infections can easily spread from person to person and are easily transferred by unwashed hands,
soiled equipment or contact with blood or other bodily fluids. Therefore, it is important that all
equipment be cleaned between each client to eliminate potential to spread infection.

Responsibilities

Spa Manager:
• Responsible for the public health & safety of clients and staff along with the overall sanitation
and physical condition of equipment and facilities throughout the Spa/Salon/Gym.
• Ensures their staff are meeting requirements set forth in this document and are briefed on the
latest updates regarding Public Health.
• Ensures areas are maintained in order to meet Company standards and comply with
government requirements.
• Inspects equipment on a daily basis as well as in the evening prior to arriving in a port subject
to annual government inspections.
• Responsible for the implementation and completeness of the daily sanitize/disinfection log.

Spa/Salon/Gym Staff:
• Responsible for adhering to Company policy and procedures and regulatory requirements.
• Responsibilities include disinfection of their equipment, trolleys, utensils and work station.

Training & Certifications
The Spa Manager must ensure the following training is conducted:
• Staff must have required professional certifications to perform relevant treatments as outlined
in the Service Excellence Manual.
• Must review all policies and procedures with new staff within 48 hours of sign‐on date.
• Must review policies and procedures, including updates or other relevant information on a
monthly basis at team meetings.

Spa/Salon/Gym staff must be able to demonstrate competency of these policies and procedures during
inspections and audits.

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Regulations & Guidelines
A copy of the most recent internal and external regulations and guidelines must be maintained on file
with the Spa Manager. This includes:
• Service Excellence Manual
• Corresponding sections in the vessels sanitization and cleaning regulations.
• Outbreak Prevention and Response Plans (Norwalk).
• Cruise Line Spa & Salon Procedures.

Employee Hygiene
• Staff are required to wash their hands prior to performing any procedure or treatment.
• Staff may use approved hand sanitizer gels on clean hands that have already been washed.
• Any open wounds must be dressed and completely covered. If the wound is on the hand, a glove
must be worn in addition to a waterproof dressing. At the discretion of the Spa Manager, staff
with hand wounds may not be able to provide certain services to clients.
• Staff’s body and clothing must be clean when providing services on a client.
• Staff may not carry instruments and supplies in or on their clothing or uniforms.
• Staff may not perform services on clients if they have an infectious disease or transmittable
disease, including: strep throat, pink eye, chicken pox, head lice, tuberculosis, common cold,
whooping cough, mumps, bacterial skin infection, etc. (Blood‐borne diseases such as HIV/AIDS
and hepatitis B (HBV) are not considered infectious or communicable diseases for the purpose
of this section). (Refer to Service Excellence manual for specific policy.)

Facility Sanitation
• Decks, bulkheads, deck heads, woodwork, furniture, furnishings and fixtures must be
maintained clean and in good repair. (All uncompleted work orders must be kept on file for
review if necessary).
• Storage rooms or closets must be kept clean and well organized (especially chemical storage
rooms).
• All wood needs to be varnished and refurbished if in a deteriorated condition.
• Ensure broken tiles and recessed grouting is repaired.
• Peeling and deteriorated sealants must be replaced.
• Report inadequate lighting.
• All deteriorated surfaces need to be reported and repaired or refurbished.

Spa/Salon/Gym Staff
Each staff member must ensure their respective equipment and work station is routinely cleaned to
remove visible debris.

Work station includes:
Cabinets, drawers, chairs, trolleys, sinks, counter tops, decks, bulkheads and other surfaces which may
become soiled during a treatment or service.
Any piece of equipment (including utensils) used for a treatment or service.

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Accommodation Staff
Designated housekeeping staff will provide general cleaning throughout facilities, especially in the
following areas:
• Restrooms, changing rooms, shower rooms (including shower mats) and locker rooms.
• Dry and wet saunas / thermal suites and steam chambers (including beneath deck grates and
wooden slats to remove debris and algae formation).
• Treatment rooms.
• Any other facilities used for the Spa (including pool & spa areas where applicable).
• Salon and gym areas (including gym equipment).
• Passenger seating area.
• General decks, bulkheads, deck heads, furniture and furnishings.
• Ensure clear separation and storage of clean and dirty items.

Distribution Disinfection must also be performed. This includes the quarterly showerhead sanitizing
procedures (and hair rinse hoses and sprayers; e.g. in shampoo sinks). A record of procedures
performed must be maintained in the Accommodation/Housekeeping office.

Food
Limited food items can be made available for clients in accordance with the cruise line procedures and
Sanitation Response Level.

Passengers
The following guidelines must be followed:
• Only one food station may be provided. The food display can only be set‐up in the waiting room.
• The only food items permitted for the food display are whole fruits with a peel (e.g. oranges,
bananas, kiwis, etc).
• Beverages (e.g. water with cut fruit for flavoring) must be placed inside enclosed, cleanable
dispensers.
• If a beverage other than water is provided, the dispenser must be clearly labeled with the
contents of the dispenser (e.g. regular coffee, decaf, iced tea, etc.).
• Dairy used for coffee or tea must be on either time or temperature control. Facilities equipped
with a proper food holding pantry must maintain the dairy at 5 C (41 F) or below. If dairy is
placed on time control, a discard label must be placed on the enclosed dairy container with the
time it was placed at time control and the time it is to be discarded (4 hours maximum for time
control).
• Single use cups must be provided and stored inverted on a clean surface.
• Single use stir sticks may be stored in a clean container. Single use cutlery must be stored
inverted, facing one direction.
• Napkins must be provided.
• A waste container must be provided.

Staff
Staff may have one personal bottle of water stored in a discrete location during work hours.
Other than the bottle of water referenced above, staff are NOT permitted to store personal food items
or eat in any of the Spa/Salon/Gym facilities. Staff must eat in designated mess halls or eating venues
during breaks
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Sanitizing, Disinfectant and Sterilizing Materials & Chemicals
Sanitation is the overall cleanliness of an area. Sanitizers, disinfectants and sterilizers help to reduce or
eliminate microorganisms. Specifically sanitizers reduce but do not eliminate microorganisms of Public
Health significance to safe levels. Disinfectants destroy pathogenic bacteria and sterilization kills all life
forms. It is important to recognize the difference between these definitions in order to meet Public
Health and regulatory requirements.

A hard file must be maintained by the Spa Manager which includes the product label and Material Safety
Data Sheet (MSDS) for each chemical used in the Salon/Spa/Gym. Products must be used in accordance
to the manufacturer’s label. An electronic copy of all (MSDS) is also available on the manager’s Smart
terminal and is constantly updated.

All chemicals must be approved by the Environmental Department and must be listed on the Approved
Chemical List (ACL)

Each staff member must be familiar with safety guidelines and proper Personal Protective Equipment
(PPE) to be worn when handling each chemical. Chemical bottles and packets must also be stored in
designated storage lockers when not actively in use.

Use of Disinfectants and Sanitizers
• Fresh disinfectant should be prepared daily and replaced according to the manufacturer’s label
(e.g. Barbicide replaced a minimum of every 8 hours).
• Approved sanitizers should be prepared each time items are sanitized and used according to
manufacturer’s instructions. The solution must be properly discarded after use.
• Contact times are different for various disinfectants and sanitizers.
• Chemical concentration will affect the how strong the solution is. Refer to label and directions.
• In order for disinfectants and sanitizers to properly work, the utensil/equipment must first be
washed with soap and water then rinsed with clean potable water.
• Utensils and implements should ideally be left to air dry but can also be dried with a clean cloth.
Equipment such as foot thrones can also be wiped dry with a clean cloth.

Approved disinfectants, sanitizers and sterilizers include the following:
Kay‐5: Chlorine based white powder which is used to make a liquid chlorine sanitizing solution.
Chemical resistant gloves (neoprene gloves are recommended) are only required during the mixing
process when the Kay‐5 powder is added to water. Once the product is in solution, PPE is no longer
required ‐ provided the chlorine concentration remains within the 50 ‐200 ppm range, as required by
Fleet Regulations, the 2006 OPRP and Section 7.5.6.2.3 of the August 2005 VSP Operations Manual. As a
reminder, please ensure chlorine test strips are always utilized to confirm that chlorine levels are at the
required concentration. At least one pair of chemical resistant gloves should be kept in each chemical
locker so they are readily available to staff who are mixing the sanitizing solution.

Barbicide: A clear, blue, low‐level disinfectant solution. Is an EPA‐registered disinfectant with
demonstrated bactericidal, fungicidal and virucidal activity.
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Used on pre‐cleaned non‐critical items (items that do not penetrate intact skin, or contact blood or body
fluids) such as surfaces, combs, brushes, rollers, chairs, scissors and clippers (including razors for cutting
hair, not shaving razors) that have not nipped the flesh.
Cannot be used to disinfect critical items (items that penetrate skin, have accidentally penetrated skin or
that come in a sterile package).
Must have a minimum contact time of 10 minutes
Solutions must be made fresh daily, in accordance to the label, and replaced a minimum of every 8
hours.
If the solution becomes cloudy, it must be replaced.
Containers large enough to fully submerge the utensils must be provided (containers must be full to
ensure complete submergence of utensils).

Virox: A clear liquid consisting of an accelerated hydrogen peroxide as its disinfecting property.
Per OPRP, comes in 3 dilutions: 1:128 (Green Level), 1:64 (Yellow Level); 1:20 (Red Level).
Should be applied liberally so that surfaces are saturated.
Requires a 5 minute contact time on the surface.
After the required contact time, surfaces should be wiped and left to air dry.
In its diluted form, expires in 30 days.

Cool Blue: Hand sanitizing gel.
To be used on clean hands that have already been washed.

Alcohol Swabs: used to sanitize electrical implements.

Ultraviolet (UV) Light Cabinet: for the storage of clean & disinfected utensils.
Is not a sterilizing unit (even if it says “sterilizer” on the cabinet).
Protects clean & disinfected utensils from the outside elements until they are ready to be used.

Autoclave: a chamber which uses steam and high pressure to sterilize utensils.
This is the only unit capable of sterilizing utensils on the vessel.
The only autoclave on the vessel is located in the Medical Centre.
Only trained staff can operate the autoclave.

Disinfection & Sanitization Log
• This log must be completed daily and all records must maintain onboard for 3 months.
• The Spa Manager must ensure all necessary staff complete the log as required.
• Disinfection and/or sanitizing of foot thrones, portable pedicure bowls/spas, manicure bowls,
and the daily change of Barbicide solution (for each staff member) must be logged.

Facility Equipment and Supplies
All equipment and supplies must be cleanable and maintained in a sanitary condition. Broken or items
which are no longer cleanable need to be discarded and replaced.

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Any damaged surfaces or equipment must be immediately reported to the Spa Manager. A work order
must be produced in order for necessary refurbishing or repairs to be addressed by ship’s staff.

A list of equipment and supplies must be maintained by the Spa Manager in a central location.
Manufacturer’s specifications and directions for use must also be maintained for each piece of
equipment used to provide treatments (e.g. therapy bath/Jacuzzi, teeth whitening machine,
Microdermabrasion machine, foot thrones, etc.)

The following applies to areas throughout the Spa/Salon/Gym and for each therapy or service provided
(where applicable):

Hand Wash Stations
• Each hand wash station in a restroom needs to be equipped with hot and cold running water, a
liquid soap dispenser, single use paper towels or terry cloths that are for use by one person, a
waste container, and a hand wash sign that reads “wash hands frequently”.
• Each treatment room must be equipped with a fully stocked hand wash sink, as per the above
(with the exception of the hand wash sign).
• Sinks used by clients for hand washing that are not located inside treatment rooms or restrooms
(e.g. washing lotion off of hands during a manicure) must also meet the requirements as stated
above.
• Single use gloves may be worn over clean, washed hands.

Waste Containers
Aside from being required at hand wash stations, waste containers are needed for:
• The disposal of hair. This container must have a lid.
• Work stations with disposable materials (e.g. manicure, pedicure stations, teeth whitening, etc).
• A lidded waste bin with a red bag must be provided in treatment rooms where acupuncture is
provided or other treatments where blood or other body fluids may come in contact with
materials.

Towels & Linens
• Clean, laundered towels & linens must be stored off the floor in designated storage spaces.
• Soiled towels & linens must be stored in a designated storage space separate from clean linen
storage.
• Fresh towels & linens must be provided for each client. Used towels or linens may never be re‐
used on another client.
• The inventory of linens for treatment rooms must be monitored to ensure there are sufficient
supplies for the maximum amount of treatments that can be performed in a day.
• Clean hot towels may be stored in a ‘Hot Towel Warmer’. This piece of equipment must be
routinely cleaned to remove excess water condensation and wax build up. The unit is not a
sterilizing unit but does protect clean towels from the outside environment until they are
handled.

Spa Slippers
• Slippers must be cleaned and disinfected after each use using the following procedure:
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• Clean the slippers with a non‐abrasive soap to remove oils and debris.
• Rinse the slippers in fresh potable water
• Spray the slippers with Virox (or similar approved disinfectant) disinfectant (1:128
concentration). Ensure the Virox has a 5 minute minimum contact time in order to properly
disinfect
• Rinse the slippers with fresh potable water and dry.

Disinfectant Containers
• Each work station must have their own container designated for disinfectant solution.
• Each container must contain sufficient disinfectant solution to allow for the total immersion of
tools and instruments.

Sharps Containers
• All used shaving blades, acupuncture needles or other sharps that puncture the skin must be
disposed of in an approved sharps container.
• Sharps containers must either be taken to the Medical Centre or the Garbage Room for disposal.
Ensure each sharps container is logged when dropped off for disposal.

Non‐Electrical Implements and Supplies
Clean items must be stored separately from dirty items. Designated storage containers for clean and
dirty utensils/implements must be clearly labeled “clean” or “dirty”.

Non‐disposable:
• After use on a client, small metal implements (e.g. nippers, nail clippers, metal hard skin
remover, metal pushers, steel files, re‐usable cutting blades, sheers, etc) must be washed and
cleaned thoroughly with hot soapy water, rinsed and then placed in Barbicide solution.
• After use on a client, Non‐metal instruments (e.g. plastic combs, hair brushes, body brushes, nail
brushes, plastic cuticle sticks, hard skin removers, orange sticks, nail files/emery boards and
buffers) must be disinfected in Barbicide solution.
• Once instruments and supplies have been cleaned and disinfected, they must be stored in a
clean, dry, dust free environment or a UV Light Cabinet.
• NOTE: Instruments with wooden handles/parts must be discarded once the wood is no longer
cleanable (e.g. presence of black mold). If an orangewood stick is used, the tip of the “wooden”
stick must be covered with cotton prior to cleaning under the nails.

Disposable:
All implements and supplies which come into direct contact with a client and cannot be disinfected (e.g.
cotton pads, sponges, emery boards, and neck strips) must be disposed of in a waste container
immediately after use.

Sterile Packaged Implements:
Packaging must be intact and completely sealed. If it is not, then the utensils cannot be used and must
be properly disposed.
The package must be opened in front of the client just prior to the procedure.
Used implements may not be re‐used and must be disposed of properly.
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Electrical Instruments
Clippers and other electrical instruments must be cleaned and disinfected prior to each use by:
• Clean all debris from the instrument.
• Wipe the equipment with an alcohol swab (concentrate on contact area).
• Plastic attachment pieces must be washed in hot soapy water, rinsed and then placed in a
Barbicide solution between clients.

Liquids, Creams, Powders, and Cosmetic Preparations
• Must be stored in clean and closed containers. Powders may be stored in shakers.
• All bottles and containers must be clearly labeled to disclose their contents.
• To avoid cross‐contamination, any products contained in a container, such as makeup, powder,
cream, etc, should be removed by use of a single use applicator so as not to contaminate the
remaining portion (e.g. a spoon or spatula to scoop out a portion of cream). The same applicator
cannot be re‐used on another client or dipped back into the original container. Another method
to be used is dispensing a portion of the product into a separate container for use on one client
only.
• Extra product on the applicator must be disposed of and not returned to the original container.
• Cosmetic pencils must be sharpened immediately before each use and before storage for re‐
use.
• Cosmetic pencil sharpeners must be disinfected with Barbicide after each use.
• Re‐usable brushes must be washed with shampoo and hot water, rinsed and air dried in
between clients.
• Single‐use applicators must be used for lipsticks and lip‐gloss.

Backflow Prevention Devices
Backflow prevention devices protect the ship’s potable water system from contaminated water or
unknown liquids.

The Spa Manager must maintain a list of backflow devices from the Technical Department for the:
• Salon hair wash sinks
• Therapy tubs
• Foot thrones
• Any other piece of equipment that is directly connected to the potable water system

The list of backflow devices must be available for review by internal auditors and government
inspectors. If technical information is required by any inspector, refer them to the Technical
Department.

Preparation Prior to Services & Treatments
• Spa Manager must consult the Hotel Director or Chief Environmental Officer to ensure the
compliance of all ship standards and procedures as related to chemical storage & use and
cleaning & sanitization.
• Before the start of any spa & salon treatment the work area must be clean and disinfected.
• Fresh linens and towels must be provided in each treatment room just prior to the treatment.
• Manicure/pedicure trolley or hair station work area must be wiped with disinfectant and
working areas should be covered with a clean cloth or disposable paper.
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• All tools which have been previously washed and disinfected must be placed on a clean tissue or
in a fresh Barbicide solution.
• Prior to beginning a treatment, the staff member must wash their hands. Cool Blue hand
sanitizer may be used after the hand washing procedure.

Salon Services & Treatments
A complete list of services and treatments provided by the Spa/Salon/Gym must be clearly outlined and
maintained in a central location by the Spa Manager.

Manicures & Pedicures
During pedicure and manicure treatments, it is possible to contract fungal, bacterial or viral infection
from dirty tools and equipment. Since this is possible, it is extremely important to properly clean &
disinfect tools and equipment in between each client. Services may not be conducted on clients with
visible nail or skin infections. These clients may be referred to the Medical Centre for advice and/or
treatment.

Work Station
• Utensils must be laid out on a fresh clean cloth or paper towel prior to each client.
• Spills and left‐over products from the previous service must be cleared away and work surfaces
cleaned prior to service to the next client.
• Chairs must be wiped down with Virox during slow periods, ideally in between each client.

Utensils
• It is recommended to use single use and disposable utensils (Equipment used for filing corns and
calluses, metal instruments, etc) for manicures and pedicures.
• Re‐usable manicure/pedicure utensils (especially those which may become contaminated with
blood or other body fluids; e.g. cuticle clippers) must be cleaned and disinfected, using a
Barbicide solution, in between each client.
• Non‐reusable utensils must be discarded after use.

Paraffin Wax Treatments
• Melted heated wax (roughly 122 F / 50C) is used to smother hands and feet for an intense
moisturizing treatment. This treatment also increases circulation and is used to reduce swelling
in joints and connective tissue, and soothe pain from arthritis, joint stiffness, sprains and sports
injuries.
• The paraffin wax is supplied in disposable plastic baggies.
• Used wax and baggies must be discarded after use.

Manicures
Ensure the client washes their hands prior to the manicure. Cool Blue hand sanitizer may be used on the
client’s hands after the hand washing procedure.

Manicure Bowls
• The following procedures must be performed in between clients:
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• Bowls must be cleaned with hot soapy water, then rinsed thoroughly and then placed in a 50
ppm chlorine sanitizer for 30 seconds. Ensure the correct concentration is verified by using a
chlorine test strip.
• After the bowl has been immersed in the sanitizing solution for 30 seconds, rinse with fresh
water and dry bowl with a clean cloth.

Pedicures
Client’s feet should be washed prior to the start of a pedicure.

Portable Foot Bowls/Spas
These units are found on vessels that do not have permanently installed foot thrones. Portable foot spas
do not have a complex piping/tube system such as the foot throne models but they do have a jet system
that pushes water through tiny holes at the base of the unit. Because these tiny holes exist and they are
re‐usable units, it is necessary to follow these cleaning and sanitizing procedures:

After Each Pedicure:
• Turn the unit ‘off’ and dispose water from the foot spa tub into a designated work sink or into a
toilet.
• Remove any removable items such as footplate, knobs, etc.
• Clean all removable parts and surfaces inside the tub with a non‐abrasive brush using a low‐
sudsing soap and hot water. Remove all visible residue and rinse the removable parts and
surfaces of the tub with fresh water.
• Using Kay‐5 (or similar disinfectant), fill the tub with 50 ppm chlorine solution. Verify the correct
concentration by using a chlorine test strip. Place the clean removable parts inside the tub. Turn
the unit ‘on’ and let the solution circulate for 5‐10 minutes.
• Dispose of the chlorine solution into a designated work sink. Rinse removable parts and interior
surfaces of the tub with fresh water.
• Dry unit using a clean cloth.

Pedi Throne Cleaning and Sanitizing Procedures
It is extremely important to clean and disinfect your pedicure spa after each pedicure, after last pedicure
of the day, and once a week for overnight cleaning. Regular cleaning will help keep your spa in good
working condition. Proper and continuous cleaning will kill harmful bacteria and germs that can cause
infection. To clean the pedicure spa, follow these steps:

After Each Pedicure
• Drain water from the spa by turning the drain handle to the “Open” position. Remove all debris.
• Clean all the surfaces of the basin and all components. Remove all visible residue from basin
and then rinse with the sprayer.
• Fill tub with Kay‐5(or similar disinfectant) to make a 50 ppm chlorine solution. Verify the correct
concentration by using a chlorine test strip. Turn on the jets and let run for 5‐10 minutes.
• Rinse off with clean water using the sprayer and wipe all parts dry with clean towel.

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After Last Pedicure of the Day:
• Drain water from the spa by turning the drain handle to the “Open” position. Remove all debris.
• Remove the following (ensure proper tools are provided to dismantle the following items):
• Drain Cover
• Screen
• Jets
• Remove all debris then wash each component with low‐sudsing soap, or detergent, using a soft
brush. Disinfect the components as well as the areas behind them with 50 ppm chlorine (using
Kay – 5). Replace all components.
• Clean all the surfaces of the basin using low–sudsing soap or detergent, and a non‐abrasive
brush. Remove all visible residue from basin and then rinse with sprayer.
• Fill basin with clean warm water to the fill line. Add Kay‐5 to make a 50 ppm chlorine solution.
• Turn on the whirlpool jets and let run for 10 minutes.
• Turn the jets off and drain water from the basin.
• Rinse the basin and all other components with clean water using the sprayer.
• Refill the basin with clean water. Turn the jets on and run for one minute.
• Drain water from the basin and turn off the whirlpool jets. Then wipe dry with a clean towel.
• Make a record of the date and time of this cleaning and disinfection.

Once a Week Overnight Cleaning:
In addition to the daily cleaning, the following cleaning procedures must be done every week.
• Follow steps one through six as listed above as in (‘After Last Pedicure of the Day’).
• Turn jets off after 10 minutes and let solution sit over night in basin (six to 10 hours).
• The next morning drain, rinse, and wipe dry with a clean towel.
• Make a record of the date and time of this cleaning and disinfection.

CAUTION:
Cleaning products that contain abrasives can damage the pedicure spa. Use ONLY non‐abrasive
products to clean the spa.

Monthly
• Inspect the technical areas beneath the foot throne by opening the side hatches (technical
assistance may be needed).
• Ensure there are no leaks from pipes and tubes. If there are leaks, report to Technical for repair.
• Visually inspect clear tubes to ensure there is no build up of debris. If accumulated debris is
found, Technical assistance will be needed to remove the tube(s) for cleaning and sanitizing. If
the tube(s) is no longer cleanable, then it must be replaced.
• When tubes are removed, ensure attached piping is also inspected for accumulated debris.
Follow the same procedures for the tubing if accumulated debris is found.
• Ensure the deck area beneath the foot throne is cleaned to remove any trapped debris.

Quarterly
• An approved cleaning agent must be added during cleaning and sanitizing operations every 3
months to prevent the development and build‐up of biofilms.
• This procedure must be performed by Technical and coordinated with the Spa Manager.
• The procedure must be staggered for equipment on ships with an MBR system so as to minimize
the amount of biofilm product that is discharged at any given time.
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• Those ships with Alaskan itineraries are prohibited from using this product during the Alaska
season. This product must be utilized prior to the beginning and/or after the Alaska itineraries.
• In addition to Technical logging the cleaning, the Spa Manager must also document that this
procedure has been performed. These logs must be maintained for 12 months and be readily
available for review.

Hair Services
Hair Stylists and Barbers must be professionally trained and licensed. In addition to the standard
operating procedures for each service, the following procedures and guidelines must also be
implemented.

Client Protection
• Shampoo basin must be washed with soap and water after use. Remove any visible debris.
• Hair and debris must be removed from sink strainer after each use.
• NOTE: If the vessel is equipped with a hair trap for the shampoo sinks, ensure it is cleaned once
per cruise. Technical assistance will be needed to access the trap. If the trap is found to be
moldy, sanitize the strainer/trap with 50 ppm chlorine using Kay‐5. Record this on the sanitize
log.
• A clean neck strip or towel must be used on each client.
• Neck dusters or brushes must be clean and free from debris.
• Always use razors with the guard on.
• Never use a razor more than once.

Utensils and Supplies
• Re‐usable items (e.g. combs, brushes, and sheers) must be properly cleaned and disinfected
between clients.
• Disposable items must be discarded immediately.

Head Lice
• Clients found with head lice must immediately be reported to the Spa Manager.
• The Spa Manager must refer the client to the Medical Centre for treatment.
• The Spa Manager must inform the First Purser Administration of the finding. The finding must be
entered into the “Treatment” section of the Integrated Pest Management monthly log.
• Services must NOT be performed on the client until authorization from the Medical Centre.

Spa Services & Treatments
Staff performing the following treatments must be professionally trained and licensed (e.g. Massage
Therapist, Esthetician, Nail Technician, and Physician/Acupuncturist/Medical Therapist). In addition to
the standard operating procedures for each treatment, the following procedures and guidelines must
also be implemented.

Acupuncture
Preparation:
• The Acupuncturist must wash their hands before and after performing procedures on a client. If
a basin is not present in the treatment room, hand sanitizer must be used when entering room
and touching the door handle prior to treatment of each guest.
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• A clean gown or apron must be worn by the Acupuncturist during the acupuncture procedure.
• Single use gloves must be worn during procedures that penetrate the skin.
• All equipment used to penetrate the skin must be single use and must come sterile in a sealed
packaged.
• All necessary equipment must be set‐up just prior to the procedure.

Procedures:
• Creams, lubricants or gels should be dispensed into a separate container at the start of the
procedure for the client. Alternatively, a single‐use applicator may be used provided it is not
dipped back into the original container.
• Sterile packaging should be opened in front of the client right before it is ready to be used.
• The skin area to be treated must be cleaned with a skin antiseptic.
• The sterile part of the equipment that penetrates the skin should not be touched.
• When it is necessary to grasp the needle shaft to facilitate insertion or manipulation, the
acupuncturist should use a sterile insertion tube, a fresh‐pre‐packaged sterile alcohol swab or
fresh sterile dry swab or use a sterile glove.

After Treatment:
• Equipment should be cleaned immediately after the procedure.
• Remaining creams, lubricants and gels that have been dispensed must be discarded with any
single use containers.
• Needles and other sharps must be disposed of immediately in a sharps container located inside
the treatment room.
• Used gloves and all waste (especially items which come in contact with blood or other bodily
fluids) must be discarded into a trashcan with a red‐bag. The red‐bag must be sent for
incineration at the end of the day.

Facials
• Facial sponges are for single use only and CANNOT be re‐used on another client.
• Facial brushes must be thoroughly washed with soap and hot water in between use on a client.
• Creams, lotions and ointments used for the client must be disposed of after the treatment.

Exfoliation
• Microdermabrasion is a mechanical exfoliation offered on our vessels. Since the re‐usable hand
piece plastic caps are the only part that come in contact with the client, the following
procedures must be implemented:
• Wash the used caps with soap and water to remove debris.
• Fully submerge the caps into a fresh Barbicide solution for a minimum of 10 minutes.
• Rinse caps under running water.
• Completely air dry caps prior to re‐use.

Massages
The following guidelines should be followed for these specific services:

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Stone Massage
• The roaster and stones must be cleaned with soap and water after each use and before use
upon another client. They must also be disinfected by using either Barbicide or Virox with the
appropriate contact time.
• Heated basalt stones must never be heated to temperatures that will burn skin. The
recommended range for heated stones is 120 – 125 F.
• Do not allow stones to come in contact with protruding bones or the spine.

Massages performed outside the Spa
Ensure guidelines which apply in the Spa facilities are carried out for massages conducted in cabanas or
ashore.

Mud & Seaweed Treatments
When mud and seaweed treatment are performed, ensure the following:
Treatments must be performed in treatment rooms equipped with showers.
Ensure surfaces of the shower are completely cleaned prior to re‐use.
Inspect shower drains to ensure there is no accumulation of mud, mold or other debris. If piping
beneath the drain cover needs cleaning, a chit must be made in order for Technical to assist with
opening the drain.
Ensure shower mats are cleaned in between use. If mats are no longer cleanable (e.g. mold and staining,
especially on the underside of the mat) then they must be removed and replaced.

Ionithermie
• Single use electrodes/caps must be discarded after one use.
• Used clay cannot be re‐used on another client.

Teeth Whitening
• Ensure packaging is sealed and intact for single use materials prior to treatment.
• Counter tops and other equipment used during the treatment must be cleaned and disinfected
after each treatment.
• Single use gloves must be worn during all procedures.
• Guest Consultation and consent form must be completed before the procedure and kept on
board for a minimum of 12 months.
• Procedure should not be performed if there are any open sores in the mouth or any dental/oral
procedures/surgeries, etc that has taken place within the past 30 days (not including regular
cleaning or basic check up).

Therapy Bath
Certain Spas may be equipped with a private one person hydro‐bath (e.g. Slipper Bath, Hydrotone‐
Thermal). These baths may have pipe‐work systems inside the unit or located inside the mechanical
spaces below the unit. A thorough cleaning and sanitizing process must be followed in order to maintain
these systems sanitary and free of harmful organisms.

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Cleaning and sanitizing procedures for the hydro‐bath must be in accordance with manufacturer’s
specifications and directions (especially for models with shower hoses and other appliances).
Additionally, the following must also be performed:

Following each bathing session:
• The water must be drained.
• Any removable fittings (a proper screw driver should be available for use) should be removed
and cleaned with soap and water then rinsed with fresh water.
• Surfaces of the tub must be washed with non‐abrasive soap and water and then rinsed with
fresh water.
• Remove all visible debris, especially around jets, nozzles and drain.
• Most models have an automatic fill and rinse cycle. Activate the cycle. When the tub fills with
water, add enough Kay‐5 to make a 50 ppm chlorine solution. Add the removed fittings into the
sanitizing solution.
• Let the cycle run its course (approximately 20 minutes) then drain the sanitizing solution and
rinse the surfaces of the tub, including removable fittings, with fresh water.
• Wipe surfaces dry with a clean cloth and replace fittings.

Once a month:
• Remove nozzles/jets (assistance from Technical may be needed).
• Clean and sanitize (with 50 ppm chlorine) surfaces inside and around the jets/nozzles.
• Rinse with fresh water and dry surfaces with a clean cloth.

Quarterly
• An approved cleaning agent must be added during cleaning and sanitizing operations every 3
months to prevent the development and build‐up of biofilms.
• This procedure must be performed by Technical and coordinated with the Spa Manager.
• The procedure must be staggered for equipment on ships with an MBR system so as to minimize
the amount of biofilm product that is discharged at any given time.
• Those ships with Alaskan itineraries are prohibited from using this product during the Alaska
season. This product must be utilized prior to the beginning and/or after the Alaska itineraries.
• In addition to Technical logging the cleaning, the Spa Manager must also document that this
procedure has been performed. These logs must be maintained for 12 months and be readily
available for review.

Gym
Since the Gym is an exercise environment, sweat and perspiration from users often contacts equipment
and machinery. This is why it is necessary for equipment to be wiped down with disinfectant frequently
throughout the day, especially after a class is conducted.

General
• Ensure clean towels for guest use are in a designated area.
• A sign (e.g. “soiled towels”) must be placed on the dirty linen collection bin where passengers
discard their used towels.
• Sanitizer wipes may be placed out for passengers to wipe down equipment.
• Bottles of Virox are NOT allowed to be placed out for passenger use.
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Class Programs
Fitness instructors offer exercise classes such as Yoga, Pilates and Cycling.
It is important to ensure at the end of each class, equipment used during the class must be disinfected
with Virox.

Ear Phones
Certain gyms are equipped with new treadmills which allow for head phones to be directly plugged into
the unit. These gyms provide head phones to passengers who do not have their own set to use.

Ensure the following procedures are followed:
• Ear sponges must be discarded after use
• The hard plastic parts of the head phones must be disinfected with Virox in between use
• New ear sponges must be provided to disinfected head phones for the next use.

Alpha Capsule
• This capsule shaped dry heat sauna provide a vibrating massage, aroma therapy, sound therapy,
back and thigh heat, and ionized air.
• Interior surfaces of the machine must be disinfected with Virox in between use.

Pest Management
• Sightings of pests (e.g. cockroaches, ants, flies, etc.) in any area, including Spa/Salon/Gym
facilities, must be reported to onboard Management so that appropriate pest control can be
provided to the area.
• Ensure pest monitoring traps are not positioned in places visible to guest.
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Spa and Salon Daily Sanitation/Disinfection Log

Instructions: Disinfection/sanitation of pedicure thrones, portable Ship name: _____________________
pedicure bowls, manicure bowls and the disinfection solution must Voyage #: _____________________
be logged by EACH staff member daily. Refer to Service Excellence Spa Manager: _____________________
Manual for details.
Date Time Equipment Sanitizer/Disinfectant used Name Initials

Removable parts rinsed. K‐5
solution added and run with
10/28/10 10am Pedi throne Angela AS
machine on for 5 mins. Rinsed
out.
EXAMPLE
Wiped over with sani wipe post
10/28/10 1pm Hot stones service. Switched roaster off Angela AS
during lunch break.
EOD unplugged. Wiped out.
Towels and oil removed. Wiped
10/28/10 8pm Hot Cabbie EOD Angela AS
with Barbicide and contact for
10 mins before wiping out.
Emptied, sanitized with Barbicide
10/28/10 8pm Stone roaster EOD (10 min contact). Stones Angela AS
sanitized with sani wipe.

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Guests with Disabilities Policy

Policy
We do not discriminate against guests or persons with disabilities. An individual with a disability is a
person who has a physical or mental impairment that limits one or more major life activities.

• Physical or mental impairments include, but are not limited to: visual, speech, and hearing
impairments; mental retardation, emotional illness, and specific learning disabilities; cancer;
heart disease; diabetes; and contagious and noncontiguous diseases such as tuberculosis and
HIV disease (whether symptomatic or asymptomatic).
• It is against company policy to refuse to allow a person/guest with a disability to participate in,
or benefit from, our services, programs or activities because of, or based solely upon their
disability.
• An eligibility criterion for participation in programs and services should be based upon contra‐
indications to services being provided and/or the ability to physically participate in a program.
• A criterion should not be used to screen out individuals with disabilities, unless you can
establish that the criterion is necessary for the provision and/or application of services,
programs or activities.
• Services provided to guests with disabilities should not be separate or different from services
provided to guests without disabilities (such as wearing gloves to perform massage services);
unless it is necessary to ensure that the benefits and services are equally effective.
• Services can be denied if a guest has contra‐indications to the service. Associated risks and
contraindications of massage therapy include open sores and wounds, deep vein thrombosis,
burns, skin infections, eczema, lesions, bone fractures, and advanced osteoporosis.

All passengers should be treated similarly to the greatest extent possible.

Disabled passengers should be given an equal opportunity to participate in or benefit from the goods
and services provided by Steiner to all passengers whenever possible.

Disabled passengers should not be provided with a benefit, good or service that is different from or
separate from other guests unless such action is necessary to provide the disabled guest with a benefit,
good or service that is as effective as that provided to other guests.

From time to time, questions may arise as to whether a particular passenger is considered “disabled,”
whether the passenger’s particular requests can be accommodated, and, if so, how and to what extent,
among other things. This manual is intended to give you helpful information as to how to interact with
disabled passengers and how to identify issues relating to them that can either be easily addressed or
give you the proper framework to ensure that issues relating to disabled passengers are properly and
timely addressed with assistance so that the appropriate action may be taken. When you are uncertain
about any issue relating to a disabled passenger, or if the disabled passenger requests to speak to
someone about a concern, you are encouraged to contact Elizabeth Junco, Manager, Claims and Risk
Management.
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How to determine if a guest is an individual with a disability
People commonly refer to disabilities or disabling conditions in a broad sense. For example, poverty or
lack of education may impose real limitations on an individual's opportunities. Likewise, being only five
feet in height may prove to be an insurmountable barrier to an individual whose ambition is to play
professional basketball. Although one might loosely characterize these conditions as "disabilities" in
relation to the aspirations of the particular individual, disabilities are generally limited to those that
place substantial limitations on an individual's major life activities. Disabled persons are generally:
• Individuals who have a physical or mental impairment that substantially limit one or more
major life activities;
• Individuals who have a record of a physical or mental impairment that substantially limit one or
more of the individual's major life activities; and
• Individuals who are regarded as having such an impairment, whether they have the impairment
or not.

Physical or mental impairments
The first category is restricted to those individuals with "physical or mental impairments."

Physical impairments include:
• Physiological disorders or conditions;
• Cosmetic disfigurement; or
• Anatomical loss affecting one or more of the following body systems: neurological;
musculoskeletal; special sense organs (which would include speech organs that are not such as
vocal cords, soft palate, tongue, etc.); respiratory, including speech organs; cardiovascular;
reproductive; digestive; genitourinary; hemic and lymphatic; skin; and endocrine.

Specific examples of physical impairments
Specific examples of physical impairments include orthopedic, visual, speech, and hearing impairments,
cerebral palsy, epilepsy, muscular dystrophy, multiple sclerosis, cancer, heart disease, diabetes, HIV
disease (symptomatic or asymptomatic), tuberculosis, drug addiction, and alcoholism. This is not an
exhaustive list by any means, but merely a few examples to convey what constitutes a physical
impairment.

Specific examples of mental impairments
Mental impairments include mental or psychological disorders, such as mental retardation, organic
brain syndrome, emotional or mental illness, and specific learning disabilities.

No impairment
Simple physical characteristics such as the color of one's eyes, hair, or skin; baldness; left‐handedness;
or age do not constitute physical impairments. Similarly, disadvantages attributable to environmental,
cultural, or economic factors are not impairments. Moreover, common personality traits such as poor
judgment or a quick temper, where these are not symptoms of a mental or psychological disorder, are
also not considered impairments.

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What may or may not constitute impairment?
Homosexuality
Homosexuality or bisexuality is not considered a disability.

What constitutes a disability?
To constitute a "disability," a condition must substantially limit a major life activity. Major life activities
include such activities as caring for one's self, performing manual tasks, walking, seeing, hearing,
speaking, breathing, learning and working. When does an impairment "substantially limit" a major life
activity? There is no absolute standard for determining when an impairment is a substantial limitation.
Some impairments obviously or by their nature substantially limit the ability of an individual to engage
in a major life activity.

Example 1: A person who is deaf is substantially limited in the major life activity of hearing. A person
with a minor hearing impairment, on the other hand, may not be substantially limited.

Example 2: A person with traumatic brain injury may be substantially limited in the major life activities
of caring for himself or herself, learning and working because of memory deficit, confusion, contextual
difficulties and inability to reason appropriately. An impairment substantially interferes with the
accomplishment of a major life activity when the individual's important life activities are restricted as
to the conditions, manner or duration under which they can be performed in comparison to most
people.
Example 3: A person with minor vision impairment, such as 20/40 vision, does not have a substantial
impairment of the major life activity of seeing.

Example 4: A person who can walk for 10 miles continuously is not substantially limited in walking
merely because, on the eleventh mile, he or she begins to experience pain, because most people would
not be able to walk eleven miles without experiencing some discomfort.

“Temporary" mental or physical impairments are generally considered disabilities if the impairment
substantially limits a major life activity. The issue of whether a temporary impairment is significant
enough to be a disability must be resolved on a case‐by‐case basis, taking into consideration both the
duration (or expected duration) of the impairment and the extent to which it actually limits a major life
activity of the affected individual.

Exclusions
The following conditions are specifically excluded from the definition of "disability": transvestism,
transsexualism, pedophilia, exhibitionism, voyeurism, gender identity disorders not resulting from
physical impairments, other sexual behavior disorders, compulsive gambling, kleptomania, pyromania,
and psychoactive substance use disorders resulting from current illegal use of drugs.

GUESTS WITH DISABILITIES MUST BE TREATED SIMILARY TO GUESTS WHO ARE NOT DISABLED

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Guests with disabilities should not be denied the full and equal enjoyment of the goods and services
offered by Steiner. In other words, Steiner will try, to the greatest extent possible, to treat guests with
disabilities similarly to all other guests. This means that every guest of Steiner shall be given – Equal
opportunity to participate to the greatest extent possible; Equal opportunity to benefit to the greatest
extent possible; Receipt of benefits in the most integrated setting appropriate to the greatest extent
possible. The specific requirements discussed below are all designed to effectuate this policy. The
specific provisions furnish guidance on how to ensure that the policy is effectuated.

Denial of participation
Guests should not be denied services or benefits because they are disabled.

Example: A spa cannot refuse to admit an individual with mental retardation merely because of the
individual's mental disability.

Participation/benefits
Each and every guest, whether disabled or not, must have an equal opportunity to participate in or
benefit from the goods and services offered by Steiner to the greatest extent possible. This, however,
does not guarantee that an individual with a disability must achieve an identical result or level of
achievement as persons without disabilities.

Retaliation or coercion
Any form of retaliation or coercion, including threats, intimidation, or interference, is prohibited if it is
intended to interfere with a guest’s enjoyment of the goods, benefits or services offered by Steiner.

Example: It would be a violation for an employee to harass or intimidate an individual with a disability
in an effort to prevent that individual from patronizing the spa.

Direct threat
Steiner may exclude an individual with a disability from participation in spa and beauty services, if that
individual's participation would result in a “direct threat” to the health or safety of others.

Whether there is a direct threat to others depends upon whether there is a significant risk to others
that cannot be eliminated or reduced to an acceptable level by reasonable modifications to Steiner’s
policies, practices, or procedures or by the provision of appropriate auxiliary aids or services. The
determination that a person poses a direct threat to the health or safety of others may not be based on
generalizations or stereotypes about the effects of a particular disability; it should be based on an
individual assessment that considers the particular activity and the actual abilities and disabilities of the
individual.

The individual assessment should be based on reasonable judgment that relies on current medical
evidence, or on the best available objective evidence, to determine – The nature, duration, and
severity of the risk; the probability that the potential injury will actually occur; and whether reasonable
modifications of policies, practices, or procedures will mitigate or eliminate the risk. Such an inquiry is
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essential to protect passengers with disabilities from being treated differently based on stereotypes or
unfounded fear, while giving appropriate weight to legitimate concerns, such as the need to avoid
exposing others to significant health and safety risks. Making this assessment may not require the
services of a physician. Should any question arise as to whether a given passenger poses a direct threat,
you are encouraged to contact our Director of Claims and Risk Management.

Example: Refusal to admit an individual to a spa because he or she is infected with HIV would not be
acceptable, because the HIV virus cannot be transmitted through casual contact, such as that among
massage or beauty services.

Eligibility criteria
It is Steiner’s policy not to impose eligibility criteria that either “screen out” or tend to screen out
passengers with disabilities from fully and equally enjoying any goods, services, privileges, or
advantages offered to passengers without disabilities, unless such requirements are necessary for the
provision of the goods, services, privileges or advantages.

Safety
Steiner may impose legitimate safety requirements necessary for safe operation. However, Steiner
must ensure that its safety requirements are based on real risks, not on speculation, stereotypes, or
generalizations about individuals with disabilities.

Unnecessary inquiries
No employee should make unnecessary inquiries into the existence of a disability.

Modifications of policies involving the disabled guest
To the greatest extent possible, Steiner will reasonably modify its policies, practices, or procedures to
accommodate the requests of any guest. If, however, a guest request would fundamentally alter the
nature of the goods, services, facilities, privileges, or advantages. provided, a brief explanation as to
why that request cannot be met is appropriate. If the guest remains dissatisfied, contact Elizabeth
Junco, Manager Claims and Risk Management. There is no precise way to determine whether a
particular request/modification is “reasonable.” Instead, deciding whether a particular modification to
a policy, practice or procedure is reasonable involves a fact‐specific, case‐by‐case inquiry that
considers, among other factors, the effectiveness of the modification in light of the nature of the
disability in question and the cost to Steiner in implementing it.

Service Animals
Steiner will modify its policies to permit the use of a service animal by an individual with a disability,
unless doing so would result in a fundamental alteration or jeopardize the safe operation of the ship.
Service animals include any animal individually trained to do work or perform tasks for the benefit of a
disabled passenger. Tasks typically performed by service animals include guiding people with impaired
vision, alerting individuals with impaired hearing to the presence of intruders or sounds, providing
minimal protection or rescue work, pulling a wheelchair, or retrieving dropped items. The care or
supervision of a service animal is the responsibility of his or her owner, not Steiner. Steiner will not
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require an individual with a disability to post a deposit as a condition to permitting a service animal to
accompany its owner in a public place, even if such deposits are required for pets.

Conclusion
As discussed above, Steiner is committed to providing the best salon and beauty experience possible
for all guests including the disabled. Since this manual cannot cover each and every situation, it should
be used as a reference guide. All specific requests that cannot be easily addressed should be referred to
our Director of Claims and Risk Management.
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Cancer & Massage Therapy

Policy
In recent past, cancer was viewed as a contraindication for massage therapy. However, massage is not
contraindicated for cancer, massaging the tumor is. Therefore it is vital for the massage therapist to be
informed.

Before providing massage therapy to a client with cancer you must obtain medical clearance for
massage from client’s healthcare provider (oncologist). Massage therapy can be provided to cancer
patients in remission without medical clearance.

Cancer and cancer treatments affect the entire body, leaving the person in a fragile condition, so once
medical clearance has been received, please note the following guidelines when working with cancer
Patients:
• Use a side lying position and/or special propping to increase client comfort if client is unable to
lay prone due to central lines on the upper chest wall, radiation burns, or surgical wounds.
• Avoid massage over or near surgical wounds over known cancer sites, radiation burns or known
tumor sites.
• Adjust the treatment to the client’s stamina. Suggest that the client receive massage on high‐
energy days and times. Massage received on low energy days and times may feel depleting to
the client.
• Do not provide massage to client’s receiving chemotherapy treatment. During chemotherapy
treatment blood count for platelets and/or white blood cells may drop below normal levels.
Also, during radiation treatment the skin can develop minor burns.
• Massage may be contraindicated if the cancer has spread to the bones. If medical clearance has
been obtained, pressure, traction and joint mobilizations may be contraindicated or only
cautiously used. For bone metastasis, the therapist will need a report from the client’s doctor
advising what the risk of fracture is and where the body is most vulnerable.
• It the client is experiencing nausea due to cancer treatments, avoid pressure and speed that
rocks the client. This includes joint mobilizations, stretches and jostling.

If you are in doubt about whether or not you can safely perform massage therapy to a guest, please
contact shore side Risk Management: 305‐284‐1435.
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Investigating & Reporting Procedures

Objective
Each year guests and others make personal injury and or other claims against the Company, which
results in substantial legal costs. While employees are to follow procedures in place onboard any where
they are working, managers must follow the policies in this manual by reporting anything from a
customer complaint, whether the manager deems it valid or not, to accidents, incidents and injuries. A
seemingly innocuous customer complaint may later become a law suit. A report of the complaint or
incident with information relating to the facts and who is aware of those facts is invaluable in
defending such claims and in evaluating them for litigation purposes.

Policy
A customer complaint may eventually turn into a lawsuit even if the customer does not appear to be
hurt or injured. For example, if a customer is disabled, they may bring a complaint with the Department
of Justice claiming that they were discriminated against because they were not allowed to go into the
sauna because they had Aids. This is an “incident” that should be investigated and reported even
though no one was injured. If a customer claims that solution used on their hair made them
uncomfortable, that should be reported. If a customer makes inappropriate comments or harasses a
beauty or spa employee, it should be reported. If a non‐Steiner crewmember sexually assaults a Steiner
employee, it should be reported. An accident, incident or injury may occur at any time and there may
be no eyewitnesses. Even an incident that occurs in front of many people may be remembered or
interpreted in different ways by the persons who interpreted it. The reporting of accidents, incidents
and injuries should therefore be thorough, detailed and complete. Investigations should be prompt,
thorough and impartial into the facts of the alleged incident, accident or injury. Admissions against the
interest of the Company should be avoided. Investigations and reports shall be strictly limited to
findings of fact and shall not include expressions of opinion or ultimate conclusions based upon
discovered facts or findings.

Questions To Ask The Complainant; Who, What, When, Where And How
• Who was involved in the incident, accident or injury?
• What exactly occurred or was said?
• When did it occur and is it still going on?
• Where did it occur?
• How did it occur?

In the case of sexual harassment or assault, how often? How did it affect the person physically or
emotionally? How did the Complainant react? What response did Steiner staff make when the incident
occurred or afterwards? What response did employees from the cruise line make? Are there any
persons with relevant information? Was anyone present when the alleged incident took place or
occurred? Did the Complainant tell anyone about the incident? Did anyone see the Complainant
immediately following the incident? If it is sexual assault or harassment, did the allege harasser harass
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anyone else? Does the Complainant know if anyone else complained about an assault or harassment
by that person? Are there any notes, physical evidence or other documentation regarding the
incident? Is the Complainant aware of any other relevant information?

Questions to Ask the Person Responsible
What is your response to the allegations? If the allegations are denied as false, ask why the
Complainant may lie? Are there any notes, physical evidence, or other documentation regarding the
incident?

Questions to Ask Witnesses or Persons with Knowledge
What did you see or hear? When did the incident occur? What did the Complainant tell you? When
was the information given to you? This information is intended to assist you with the investigation and
reporting process, but cannot cover each and every potential problem. Please use your best judgment
and follow the procedures outlined above.

Reporting Forms should be timely completed and forwarded to the Loss Prevention and Risk
Management Department at Steiner Management Services.
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Minors Policy

Objective
Our objective is to target a younger generation of clientele. Currently our services and products are
geared towards adults over the age of 18. Our goal is specifically target the teen market (ages 13‐17)
with the Y‐Spa and Z‐Spa programs. The services offered are designed to enhance our teen/parent
cruise experience.

Overview
The program was developed to provide teens between the ages of 13 and 17 with a variety of services.
The program is designed to build future guest loyalty through brand recognition as well as educate our
teen guests on skin and body care.

Policies
• Teens must have their parents consent before receiving treatments. A parent or guardian
MUST complete and sign their teen’s client consultation form acknowledging their consent. Our
waiver must be printed on the back of the Consultation form for the parent/guardian to sign.
These must be kept onboard for one year.
• Fitness Frenzy classes will be held at a place designated by the Personal Trainer.
• Teen guests receiving massage treatments are required to wear their bathing suits during
treatments.
• Teen treatments MUST be performed by a female therapist. Parents are strongly encouraged
to chaperone.
• Teen guests are only allowed to receive treatments noted on the Y‐Spa or Z‐Spa menu. No
deviations from the menu are allowed.
• Aromatherapy oils are not to be used on teen guests. Japanese camellia oils and/or base
massage oils are to be used during teen treatments.

Review and familiarize yourself with the following documents and reference materials relating to teen
menu procedures:
• Y‐Spa Treatment Menu
• Z‐Spa Treatment Menu
• Maritime Teen Spa Treatment Procedures

Training and Procedures
Review all policies and procedures with new staff.
Identify the appropriate treatment room(s) where services will be provided.
A consultation form must be completed for each guest – no exceptions.

Operations
Column Management; services should be promoted on port days and during non‐peak hours
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Ensure all consultation forms are stored in a secure location for future reference. Please remember the
consultation form is a work related document and must be accessible to our corporate office for a
period of one year.

Marketing
• Coordinate a teen spa tour with the Activities Manager on embarkation days.
• Designate a team member who is full of energy to conduct the tour.
• Offer teen raffles and free services to attract teen guests.
• Ask teens to participate in demonstrations and tours.
• Advertise the teen program in the daily newsletter.
• Prepare announcements for the Cruise Director, Social Hostess and Activities Director.
• Cross promote with Teen Activities Manager onboard.
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Teen Waiver Policy

Our Y‐Spa and Z‐Spa programs were developed to provide teens between the ages of 13 and 17 with a
variety of services. The program is designed to educate our teen guests on skin and body care.

• All teens must have their parents consent before receiving treatments and parents must sign a
waiver prior to treatments being rendered. A parent or guardian must be present when
signing up for treatments.
• All Fitness Frenzy classes will be held in the aerobics studio, or a place designated by the
Personal Trainer. Teens will not be allowed to utilize the Fitness Center other than for the
Fitness Frenzy classes.
• All teen guests receiving massage treatments are required to wear their bathing suit during
treatments.
• All teen treatments are performed by female therapists. Parents are strongly encouraged to
attend.
• Teen guests are only allowed to receive treatments noted on the Y‐Spa Teen Menu. No
deviations from the menu are allowed. Guests must be at least 18 years of age to utilize the
spa facilities unless participating in the Y‐Spa or Z‐Spa programs. Salon services are available
to guests of all ages.
• Aromatherapy oils are not to be used on teen guests. Japanese camellia oils and/or base
massage oils are to be used during teen treatments.

PARENT – WAIVER

I am the parent of ________________________________________ Stateroom No.: ______________

Born on ________/_________/_________ who I hereby affirm is between the ages of 13 and 17 years
of age as of this sailing date of this voyage. I hereby request and authorize Steiner Transocean Limited
to allow my child to participate in Spa treatments. I have read and understand the Onboard Spa by
Steiner policy as set forth above, and herby agree to abide by that policy and affirm that the above
named person is fully capable of and able to comply with that policy. I hereby accept full
responsibility for his/her acts at all times.

Accepted and agreed to by: parent (signature): ____________________________________________

Name of parent (print):_______________________________Date:____________________________

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Policy
Consistent with our ongoing effort to provide the most life‐enriching spa experience at sea, please allow
this Policy document to serve as a review of our unrelenting commitment to customer satisfaction and
compliance with our cruise partners’ standards of excellence. As the foremost spa provider in the cruise
industry, we place a high premium on ensuring that our mission to deliver the highest grade of service is
translated into every endeavor, treatment and interaction, with every guest. Implementing and
upholding our customer‐centric philosophy is an integral part of our daily operation and reflects on the
brand quality and guest retention of our respective cruise partners. Our business operation is by no
means one‐dimensional and we must always be cognizant of all matters that influence our guests’
perception of our performance and that of our cruise partners. In addition to our Satisfaction
Guarantee Policy, the following is a summation of our daily commitment to a successful business
operation: Professional Management and operation of the spa, salon and fitness facility Establishing
first class standards and operating policies. Monitoring and overseeing the condition of the facilities and
equipment to ensure the highest quality of performance Identification, measurement, and tracking of
operational variables that cultivate satisfaction
• Customer‐based improvement goals
• Plans for improving operational variables
• Incorporation of customer satisfaction skills into all employee training programs
• Measurement of and plans for improvement of employee satisfaction
• Ongoing communication with Steiner corporate office and cruise line representatives to address
all Operational issues and guest relations

We have a 100% satisfaction guaranteed policy in place for ALL spa services provided in each of our
spas. Should a guest be dissatisfied with the therapist’s performance, service offered, or products used,
we will offer an alternative service at no additional charge as compensation. Alternatively, the guest is
entitled to a full refund, if they prefer. Should the nature of the complaint arise from circumstances
beyond our control (such as a cold treatment area, noise from upper decks, vibrations, etc.), the
complaint should be documented and then discussed with your guest relations department for
resolution.

Like all businesses, we set goals for our employees that foster both professional growth and economic
expense of our guest. The guest experience should never be compromised or devalued, even if
honoring our code of conduct negatively impacts revenue. After all, guest satisfaction begets customer
retention and loyalty for both the spa and our cruise partners, so seizing the opportunity to build
positive relationships with your guests can result in repeat visits and recommendations to other
passengers.

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Recommending Detox Products

Internal Capsules
Persons taking PRESCRIPTION medication for treatment of the following conditions are
CONTRAINDICATED to taking the internal Elemis Body Enhancement supplements:
• Allergy to iodine, seaweed or shellfish.
• High blood pressure.
• Heart disease.
• Thyroid disease.
• Diabetes.
• Taking MAO inhibitor (anti depressant).
• Any persons diagnosed or undergoing treatment for cancer.
• Irritable bowel syndrome (IBS).
• Pregnancy or nursing.
• The Elemis detoxification supplements are not intended for use by persons under the age of 18.

These are the ONLY contraindications to the internal program. The Elemis internal body enhancement
capsules are a food supplement, they are not designed to treat, cure or prevent any illness or disease.

Notes:
• It is inadvisable to consume alcohol in conjunction with these capsules.
• Do not use if seal or packaging has been broken.
• The program must be sold onboard as a three month package of: Month 1: Deep Drainage & Cal
Metab; Month 2: Silhouette; Month 3: Vitality.
• Provided that this format is adhered to the program may be taken continuously.

External ‐ Cellutox Bath Synergies
• Do not use the synergies during pregnancy, or whilst breast‐feeding.
• If you suffer from any medical condition please consult your doctor e.g. epilepsy or allergies.
• Do not use if you are allergic to Iodine.

IMPORTANT NOTES
Every guest MUST fill out a consultation form and sign it. These consultation forms must be filed and
kept by the spa manager for a minimum period of 12 months in a secure area.

As with any sort of supplementation we recommend that should the client be on any form of
prescription medication they consult their doctor upon return home before commencing the program.
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Employee Discount Program: Retail & Services

Policy
To standardize all Steiner employee product sales.

Scope
This program was developed to provide Steiner shipboard employees with a value added discount to
purchase the Steiner family of products. The below policy & procedure is developed for fleet wide
Steiner shipboard employees only.

Procedure
• All Steiner shipboard employees wanting to purchase products on board vessels must keep
receipt/docket as proof of purchase and retain the receipts/dockets throughout the employee
contract. No other documentation will be permitted.
• All Steiner employees are granted the below detailed discount on products. This is subject to
change and/or the privilege may be receded at the discretion of Steiner Corporate office.
• Products may only be purchased under the direction of the on board Spa Manager, and at no
time may the Steiner employee take it upon themselves to perform this transaction.
• All dockets/receipts must remain with the products until the employee has disembarked the
vessel. The docket/receipt may be requested to be presented by Spa Manager during regular
cabin inspections and Steiner shore side management as required.
• No Steiner employee may purchase products not intended for personal use. Any Steiner
employee found purchasing for non Steiner employees or purchasing large quantities for
reselling purposes will be subject to immediate disciplinary action, and/or contract
termination.
• The removal of professional products is not permitted. During training, staff will only be
permitted to use professional products in the spa.
• All product purchases must be paid for at time of purchase. Steiner employees are not
permitted to purchase products through commission deduction procedures.
• All Steiner Staff receipts/dockets must be posted in the SMART point of sale system and/or the
ships point of sale system.

Operations
Vessels with SMART POS System:
Manager to log into SMART POS Create Docket CREW ‐ Select the crew for the type of docket
NAME Enter the Staff Members name Cabin Enter the Staff Members cabin number Folio ‐
Enter the Steiner Employee Number (found on the commission sheet)
Female/Male ‐ Enter the staff members gender Age ‐ Enter the age group Select OK
Select all the Retail items purchased Select Discount Discount each item on the docket
according to our discount policy of the total price.

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For example:
• Hair – Volume Conditioner Spray $15.00 ‐ $6.00 = $9.00
• Hair – Volume Shampoo $15.00 ‐ $6.00 = $9.00
• The remaining total ($9.00) must be posted to the staff member’s crew charge card or cash
(where permitted).
• Select “Print Receipt” ;
• Have the staff member sign each docket;
• “Passenger” copy is given to the staff member as proof of purchase;
• “Spa/Ship” copies/copy is sent in with the end of voyage paper work and highlighted as
“Steiner Staff Product Sale”;
• Collect payment at the time of purchase;

Vessels without SMART POS System:
• Vessels not utilizing the SMART POS System must use the vessels own POS System and/or
manual multiple copied receipts;
• Receipt/docket are to be detailed listing each product;
• The receipt/docket must be completed by the Spa Manager only;
• Each receipt/docket must be signed by the Steiner staff member and noted with “Steiner Staff
Product Sale”;
• Payment must be received at the time of purchase;
• Copy of the receipt/docket is sent in with the end of voyage paper work and highlighted as
“Steiner Staff Product Sale”.

Retail and Service Purchase Discounts

Brand Discount
Elemis 40%
LaTherapie 40%
Ionithermie 40%
Steiner Hair Care 40%
CND Nail care 10%
Phyto Hair Care 10%
bliss 10%
Brazilian Blowout product only 10%
GoSMiLE product only 10%

Service Pricing
Due to our high COG’s (cost of goods) there will be a charge for services rendered in the Spa, unless
prior approval from our VP Operations has been obtained. The only exemption to this is if the service is
part of a legitimate training on board.

Managers and staff that do not follow the above are in breach of procedure and risk disciplinary action.
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Charging Crew and Officers for Retail & Services

Purpose
To ensure all services rendered and all products retailed to crew/officers are paid for at the time of
service and time of sale, no later. All staff must advise crew at time of booking they will have to pay
when service is rendered.

Scope and Eligibility
This procedure applies to Cruise Line officers and crew receiving services and/or purchasing products.

Procedure
• At time of booking staff must politely remind and advise officers and/or crew they are required
to pay at time of service after treatment/service is completed, no later.
• Officers and crew that have an on board charge card must use this for payment. Cash can only
be used where the crew member has no onboard charge card or where the only system for
payment is in cash.
• When officer/crew arrives for their service appointment, tactfully and politely remind them of
policy; that they must pay at completion of service. If they are unable to pay, the service cannot
be rendered. No agreement can be made to render the service and they pay later in the cruise.
• Company approved discount is applied to the charge; no deviation can be made from approved
company discounts (see below).
• Transaction is to be posted through the onboard POS system and smarT.
• If a service is rendered and the officer/crew cannot make payment, staff must inform the
manager immediately.
• The manager must inform their Director of Operations, copy Director of HR, Maritime. Advise
staff member’s name that performed service, advise crew member’s name and department,
advise type of service and cost. The manager must speak to crew’s head of department so that
arrangements can be made for the service to be paid for as soon as is possible.
• Any delay in payment requires written approval from the Director of Operations.

Retail and Service Purchase Discounts
Can be provided by your Director of Spa Operations upon request.

Exemptions
There may be exemptions to the charging for services, dependant on cruise line policy. These may apply
to such employees of the cruise line as The Captain, Staff Captain etc.
You must check with your Director of Spa Operations for your list of exemptions. Products are only
subject to the Company discount and no more. No products are given to offices or crew complimentary.

Managers and staff that do not follow the above are in breach of procedure and risk disciplinary action.
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Payment of Gratuities &/or Commissions to Departing Staff

Overview
It has come to our attention that, at times, Spa managers and/or staff are paying gratuities to their
colleagues that are due to debark the vessel. This procedure has occurred due to end of cruise
settlements and collection of cash for gratuities and/or commissions taking place after the departing
staff member has debarked a vessel.

Policy
• Under NO circumstances are any staff members to pay out owed gratuities to departing staff
from their personal funds.
• The Spa Manager is to obtain a cash advance from the purser the night before debark of the
departing staff member and then pay that person all monies owed.
• The departing staff member is to then sign for receipt of this money.
• The Spa Manager is to include all paper work with their end of cruise submission.

NO exception can be made to the above Policy & Procedure. If there are difficulties in completing the
process then you must advise the Steiner Offices so assistance can be given.

Responsibility
• The Spa Manager is entirely responsible for collecting cash from the pursers; this is not to be
delegated to anyone else.
• The Spa Manager holds full responsibility for payment of any monies to each individual team
member.
• The only exception to the above is in the case of a management hand over (in which case you
must follow the procedure already in place as set out by The Company).
• Any discrepancies are responsibility of the Spa Manager.

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Email & Spa Computer Use Policy

Policy
To ensure all business related computers are used only for business purposes and are not used for
personal emails at any time.

Scope
This policy applies to all vessels and all employees.

Overview
Email in the past has been used for purposes beyond those of business and unfortunately the content of
some of these emails contained the use of bad language, derogatory personal opinions of staff and/or
managers/shore side personnel; and in some cases content that could be considered defamatory. As a
reminder any and all communications from the spa and business computers is part of the company and
ship business and as such must remain professional at all times. There must be no personal use at any
time.

When writing email for business purposes, whether to another Spa Manager, to the shore side offices or
to ship board personnel and management, your language/writing must stay professional in tone and
content. Do not use multiple full stops, exclamation marks or question marks; do not use all capitals
(upper case). When sending your correspondence ensure that the tone, content and language is
business like, professional and respectful of all parties concerned, that is those you are sending to and
those you are referring to in your subject matter.

Managers
Managers are responsible for the computers and all communication being sent from the spa; therefore
ensure all computers are password protected to prevent others from using the system or being able to
access information. Managers must supervise the use of the computer and email when used by team
members, this should only be for the purpose of business. Assistant Managers are must also be
supervised by the manager.

If the above is not occurring in your spa then make immediate changes to ensure compliance.

The company has zero tolerance for breach of this policy and action up to and including dismissal may
result.

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Social Networking Websites Policy

Use of Social Networking, Blogging, & Messaging Websites Generally
Steiner Leisure Limited, including its subsidiaries and affiliates (The “Company”), embraces the business
use of social networking websites such as Facebook and MySpace and of “blogging” and messaging
websites such as Twitter and YouTube. Employees should however be aware that they enjoy a very
limited and, in some cases, no expectation of privacy when utilizing social networking and
blogging/messaging websites. Indeed, where not appropriately encrypted and restricted, anything an
employee posts on the Internet, can be viewed and reviewed by all those who have access to the
Internet, including, but not limited to, The Company.

Company Expectations Regarding Use of Social Networking, Blogging, & Messaging Websites
Unless expressly authorized by The Company, employees are prohibited from accessing and utilizing
social networking and blogging/messaging websites during working hours, or at any time, using
computers or other electronic equipment belonging to The Company.
Employees who choose to access and use social networking and blogging/messaging websites during
non‐working hours and using their own electronic equipment are reminded that they are the public face
of the Company and that their behavior (both on and off‐duty and on and off‐line) can reflect positively
or negatively on the Company’s image. Unless expressly authorized by the company, employees are
prohibited from utilizing social networking and blogging/messaging websites to make statements or to
speak on behalf of The Company. Further, whether speaking on behalf of The Company or on their own
accord, The Company expects that employees who access and utilize social networking and
blogging/messaging websites will conduct themselves in a professional manner that will not reflect
negatively on The Company and will not conflict with the employee’s obligations to The Company as set
forth in the Employee Policies & Procedures Handbook.

Prohibited Conduct & Discipline
An employee who, without the express permission of The Company, uses or accesses social networking
and/or blogging/messaging websites during working hours or, at any time, uses computers or other
electronic equipment belonging to The Company, will be subject to discipline up to and including
termination.
• An employee who uses his or her own electronic equipment and accesses and uses social
networking and/or blogging/messaging websites to engage in any of the following activities may
be subject to discipline up to and including termination.
• To make statements on behalf of The Company or with respect to The Company’s services or
Products that were not authorized in writing by senior management;
• To defame The Company by, for example, posting information about The Company that is false
or misleading.
• To defame co‐workers, customers, or vendors of The Company by, for example, positing
information that is false or misleading.
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• To reveal confidential or proprietary information (including copyrighted or trademarked
information) belonging to The Company, its customers, or vendors.
• To post pictures of himself or herself or of co‐workers consuming illegal drugs or engaging in
other illegal activities whether in or out of Company uniform.
• To harass or intimidate co‐workers, customers, or vendors in violation of the Company’s Anti‐
Harassment Policy.
• To engage in any other act which constitutes a violation of federal, state, or local law or of
Company policy, including but limited to The Company’s Non‐Disclosure, Code of Business
Conduct and Ethics, Conflict of Interest and Misappropriation of Corporate Opportunity.

Should you have any questions regarding the restrictions contained within this policy, please contact the
Human Resources Department.
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Environmental Policy

Overview of the Steiner Environmental Policy
The Environmental Policy describes the Company’s systems and procedures for preserving the
environment and ensuring compliance with the applicable international regulations as well as per our
Business Partner regulations. The plan identifies systems and procedures that Steiner will undertake as
part of this Environmental Policy. We will introduce the new policies in phases as follows:
A new Corporate Environmental Policy that Steiner will adopt and enforce (Phase 1).
The key departments and positions that will have responsibility for ensuring environmental compliance
(Phase 2).
The procedures and management practices necessary to identify, handle, and store, hazardous
chemicals (Phase 3).
The training programs that will be developed and implemented to educate maritime Spa employees
about environmental compliance (Phase 4).
The environmental assessment and audit programs of Steiner to monitor compliance with applicable
laws and Business partner regulations (Phase 5).

Environmental Policy Statement
Steiner has developed and adopted the following Environmental Policy Statement, which affirms the
Companies commitment to environmental protection:
Steiner commits to preserving the environment, including the preservation of the oceans of the world
where the Steiner Spas at Sea are located. Steiner is committed to regulatory compliance, compliance
with our partner companies environmental policies and procedures and continual improvement of our
environmental management. Our commitment is to become a leader in environmental issues by
minimizing our total waste stream in order to mitigate our impact on the environment.

Corporate Structure
Steiner recognizes that environmental compliance requires vigilance at all levels. To achieve this
Steiner has implemented a number of changes to the reporting structure of the company to ensure
that environmental issues receive appropriate attention. These changes include the following:

Environmental Committee
As part of the Environmental Policy, Steiner will create from Senior Management an Environmental
Committee, which will be responsible for coordinating, monitoring and enforcing compliance with
environmental requirements within the operating businesses. Environmental Compliance will be
headed by the “Designated Person”.

The Designated Person
The Designated Person will have primary responsibility for overseeing compliance of the Environmental
Policy. This oversight activity will extend to all aspects of the Environmental Policy, including the
implementation of effective policies and procedures required to comply with business partner
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regulations, the development of an effective training program to educate employees about
environmental compliance and the corporation’s commitment to environmental excellence. The
designated person will strive to enhance the existing reporting and auditing mechanisms to ensure
prompt attention to issues of noncompliance. The designated person will review, sign and submit
yearly reports to the Environmental Committee that will address the status of corporate and business
implementation, enforcement and compliance with the Environmental Policy.

The Directors of Spa Operations
The Director of Spa Operations will ensure compliance with the Environmental Policy through the
implementation of effective policies and procedures as directed by the DP. The Director of Spa
Operations will coordinate with the Spa Manager to ensure compliance with environmental policies
and procedures developed pursuant to this Environmental Policy. The Director of Spa Operations will
notify the pertinent Shipboard and shore side personnel, including the Designated person/Operations
Directors, as required, in the event of environmental incidents or noncompliance.

The Spa Managers
The Spa Manger will coordinate with the designated person, and the appropriate Director of Spa
Operations to ensure compliance with environmental policies and procedures developed pursuant to
the Environmental Policy. The Spa Manager will notify the pertinent Shipboard and shore side
personnel, including the Designated person/Operations Directors, as required, in the event of
environmental incidents or noncompliance.

Waste Management Practices
In order to ensure consistent treatment throughout Steiner’s Maritime Operation, The designated
person will develop and recommend the adoption of Operating Standards. Each Operating Standard
will identify the person(s) responsible for an assigned task and her/his supervisor(s), the level of
training required to undertake the assigned task, the frequency with which the task is to be completed,
a description of the steps that must be taken to ensure compliance, the location of records or logs of
the activity, and whether notification is required upon completion. The designated person will ensure
that the procedures are consistent with or exceed the Environmental Policy.

Waste, Chemical and Safety Manual
Steiner shall adopt, implement and enforce, as part of the Environmental Policy, a comprehensive and
detailed manual for the Handling and Storage of Chemical Products, the separation and disposal of
wastes, and basic shipboard safety. This manual will incorporate key components of the Environmental
Policy, Operating Standards, the current Operational Directives, equipment manuals, and any other
relevant information. The manual may be in paper or electronic form and shall be readily accessible to
all shipboard and shore side personnel.

Hazardous Waste Materials Management
In the interest of safety for passengers and crew, Steiner will adopt, implement and enforce a
comprehensive hazardous materials management plan to properly manage the handling,
transportation, storage and disposal of hazardous materials.
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Training
Steiner will adopt, implement and enforce a comprehensive training program to be approved by
Managing Director Steiner Training to educate those employees described below on the environmental
impact of operations and to be aware of the procedures and policies that form the basis of the
Environmental Policy. All current training materials shall be included in the quarterly reports to the
Interested Parties.
The goal of this training program is to ensure that every employee understands Steiner’s Environmental
practices and policies and is able to integrate compliance objectives with all applicable environmental
procedures in the performance of her/his job. Employees will be apprised of the consequences of non‐
compliance, including remedial training, disciplinary measures, and termination.
Each employee shall certify her/his successful completion of all requested training prior to performing
her/his duties. Training records and certifications shall be maintained by Steiner Training’s Human
Resources Department; the designated person shall have access to such records.
The Managing Director Steiner training will name a Training Officer from her/his staff to ensure that
uniform training standards are developed, adopted, implemented and enforced. These effective
training programs will include a mechanism for measuring proficiency.
Steiner will provide one level of training to its employees: (familiarization). In addition, the designated
person, Directors of Spa Operations and operations management will receive continuing education
courses to ensure familiarity with legal and regulatory developments in the environmental arena.

Training for Shipboard Personnel
Tier 1 – (“Familiarization”) Training
As part of the Familiarization training, basic environmental requirements, including the importance of
adherence to the Environmental Policy, environmental issues and the consequences for violations of
company policy or business partner regulations, will be presented to any employee prior to joining a
vessel. Employees will successfully complete this training while in the training academy and receive a
certificate indicating the success completion of the course.
Tier 1 training will include recent changes in environmental regulations that effect the Environmental
Policy and Steiner’s policies and procedures. In addition, this familiarization training will cover, among
other things:
Garbage handling and disposal training; according to business partner’s policies and procedures.
Basic hazardous materials training including identifying hazardous materials requiring special
management; recognizing potentially dangerous situations posed by hazardous materials; and
reporting such situations to personnel qualified to respond;
Introduction to pollution prevention and minimization programs; and
Introduction to the corporate environmental compliance structure including the Director of Spa
operations as well as contact information for these officers, and the existence and operation of the toll
free hotline and e‐mail mailbox.

Training for Shore side Personnel
Tier 2 –Operations Management Training
Certain Steiner personnel, such as Directors of Spa Operations, International trainers, and Operations
Managers, manage or have regular contact with operations that generate, handle or dispose of waste
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or chemicals on the vessel. Such employees must successfully complete Tier 2 and this environmental
training.
Tier 2 training will cover, among other things:
Comprehensive environmental regulations, laws, policies and procedures, including recent changes in
the applicable laws and the effect of those changes on the Environmental Policy;
The lines of responsibility for environmental compliance, including the identity of the individual
responsible for each procedure;
Position – specific training, operation of environmental equipment, including maintenance and repair;
Inspection, reporting and logging requirements;
Proper storage and labeling of wastes and chemicals;
Procedures for proper waste disposal;
Methods and responses to conducting internal inspections and self‐assessments and implementing
changes as a result of those findings.
Personnel required to successfully complete this training shall receive such training as required.

Documentation
Training records and certifications shall be maintained by the Steiner’s Human Resources Department.
The designated person shall have access to such records and shall monitor compliance with the training
requirements imposed by the Environmental Policy.

Auditing and Reporting
Auditing and reporting are integral pieces to any effective compliance program. Steiner will employ
both internal and external means of assessing its environmental performance.

Shipboard Environmental Self‐Assessments
A key aspect of Steiner’s Environmental Policy will be to require each ship in the fleet to complete a
Quarterly shipboard environmental self‐assessment to determine each ship’s level of compliance with
the Environmental Policy. The Spa Manager will be responsible for ensuring that the self‐assessment is
completed by the crew members responsible for the applicable waste streams. Shipboard personnel
thus will be encouraged to identify potential problems at an early stage and to develop, alone or with
shore side assistance, appropriate resolutions. The designated person will develop the self‐assessment
checklist with input from the Director of Operations and Purchasing.

The Spa manager will forward the Quarterly shipboard environmental self‐assessments to the Master,
the pertinent shipboard department heads, and the Directors of Spa Operations/designated person.
The Spa Manager will maintain a copy onboard the ship. The designated person will monitor the status
of resolving noted areas of noncompliance and will report such matters to the Environmental
Committee.

Audits
Headed by the designated person, Operations Management is tasked with undertaking regular,
comprehensive audits on environmental aspects of shipboard operations. Under this system, each ship
is to be visited approximately once a year. The auditor(s) will conduct a thorough review of the ship’s
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operations, systems and equipment. This review includes, among other things, an appraisal of the
ship’s environmental practices and procedures and inspection of Spa Areas. Upon completion of the
visit, recommendations for improvement are forwarded to shore side personnel, including the
designated person.
Operating line audit reports will be forwarded to the Environmental Officer, the Master, and pertinent
shipboard department heads, as well as Designated person/Directors of Spa Operations. The
designated person will ensure the Spa Manager resolves areas of noncompliance. The designated
person will report such matters to the Environmental Committee. The designated person will include
operating line audit reports and the status of areas of noncompliance in the quarterly reports to the
Interested Parties.

Reviews of Compliance
Environmental Committee will perform annual overall reviews of the Environmental Policy, as well as
conduct focused reviews of key environmental areas across all Brands to promote the adoption of best
practices. The reports, results of such reviews and the status of areas of non‐compliance will be
reported to the COO as well as interested stakeholders.

Personnel Accountability
Accountability ensures that there is a relationship between an employee’s performance of her/his
environmental responsibilities and her/his overall performance evaluation. Steiner’s accountability
system will inform personnel, principally through performance evaluations, of the importance Steiner
places on environmental quality and compliance. Appropriate disciplinary actions, ranging from
remedial training to termination, will be taken for employees who fail to perform their environmental
compliance responsibilities.
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Emergency Order Procedure

Purpose
To ensure that Emergency Stock orders are placed in an efficient manner allowing shipment to occur
within the shortest time frame possible.

Policy
An Emergency Stock form must be correctly completed prior to the shipping of stock.

Procedure
• All emergency stock orders and equipment orders must be emailed to
emergencystockorder@steinerleisure.com
• If you have an equipment repair request or question, please send your request to
emergencystockorder@steinerleisure.com
• Orders must be placed using the designated emergency stock order spreadsheet only.

Before submitting your emergency stock order, please review the guidelines below.

Guidelines
• Do you know the date of your next scheduled cycle stock order? To prevent overstocking, your
emergency order MUST only be large enough to fulfill your needs until the arrival of your next
stock order.
• Have you validated your inventory balances in SMART and checked to ensure that all POs have
been received in SMART? If your ship does not use SMART, please just supply the stock count.
• Have you submitted the emergency stock order in the required format? If you are unsure of the
format, please email emergencystockorder@steinerleisure.com and a representative will send
you the order form within 2 business days. No orders will be placed unless received in the
correct format using the emergency stock order spreadsheet.
• Only if approved, will you be authorized to place an emergency/equipment order mid‐cycle. No
more than one such order will be approved per cycle.

Monitor your stock weekly and do not wait until you run out of stock to place an order. Please see the
recommended minimum lead times below for receiving your order based upon the geographical region
you are sailing:
FLORIDA: 5‐10 business days
CARIBBEAN: 10 ‐ 15 business days
US EAST COAST: 10 ‐ 15 business days
US GULF COAST: 10 ‐ 15 business days
US WEST COAST: 15 ‐ 20 business days
CANADA: 15 ‐ 20 business days
ALASKA: 14 days
SOUTH AMERICA: 15 ‐ 20 business days
MEDITERRANEAN / NORTH EUROPE / BALTIC: 15 ‐ 20 days
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SOUTH PACIFIC / ASIA / HAWAII: 20 ‐ 25 business days
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SmarT End‐of‐Day Policy

Policy
The purpose of this policy is to ensure all postings for onboard services are performed in a consistent
and ethical manner where each transaction is posted as received.

Scope
This policy and procedure applies to all vessels and all employees.

Procedure
• Hard Checks may only be used when smart is inoperable. Hard Checks can only be requested
from onboard Accounting (after smarT support has been notified about the current problem
with your smarT system).
• Reconciliation Reports and the Gratuities and Discount reports must be printed at the end of
every day.
• NOTE: Your reconciliation report will calculate your smart billing total, and deduct from it the
un‐posted smart dockets, calculating the billing total. In the short term while there are
differences between terminal listing reports and the tender reports please ensure that the
reconciliation report total matches the total from the Tender report. You need to review all
smarT dockets listed on the reconciliation report and ensure that you understand and can
explain why those dockets have failed to post and action for resolution.
• Your Gratuities and Discount report will identify all transactions that exceed the investigation
thresholds agreed to between the cruise line and Steiner. Every transaction identified on this
report needs to be investigated for reasonableness and accuracy by the Spa Manager.
Reasonable means that all discounts applied to a transaction are within our corporate
sanctioned guidelines, and all gratuities added to a receipt have been added in the guests own
hand and are supported by the guest’s original signature. In the event that transactions do not
pass scrutiny you are to immediately notify smarT support and shipboard accounting. You will
then be advised on how to proceed. You are required to sign your initials on each report to
verify that you have reviewed in detail.
• All hard checks that have been used in the spa will later need to recorded in smarT and posted
to the ships POS. It is the Spa Manager’s responsibility to ensure that all hard checks are
transcribed accurately into smarT and that the smarT dockets matches all hard check, and are
subject to the same scrutiny as described above.

If you have any questions or are in any way uncertain of how to implement this policy please obtain
clarification from our IT department; smarTsupport@steinerleisure.com.
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Fitness Class Operation Policy revised March 2011

Purpose
This policy is designed to establish the correct protocol for the conducting of fitness classes. To ensure
that all health and safety aspects are covered and that all guests receive the highest level of experience
and service while on board.

Scope
This protocol applies to all complementary and pre‐paid classes on all vessels.

Procedure
• Personal Trainer to arrive 10 minutes before the commencement of every class.
• Classes must be taught regardless of number of attendees. i.e. If only one guest attend the class
must always take place.
• For any mat‐based classes such as yoga and Pilates, mats are to be laid out in advance of the
arrival of guests.
• For any class requiring the use of additional equipment, the equipment should be assembled
and or moved into position by the personal trainer.
• All mats should have a towel placed at the head of the mat.
• All guests should be greeted in a courteous manner, and, where applicable, their name should
be noted and checked off the attendance sheet.
• Once all guests are in place a public announcement regarding safety should be sounded by the
personal trainer onboard regarding injuries and noting the movement of the ship.
• Any person suffering from an injury of any sort should be given special consideration and
alternative exercises for the remainder of the class.
• Guests should be informed of the form and time frame of the exercise before the
commencement of the class.
• Personal Trainer should monitor the class throughout, and utilize verbal and hand cues to
coordinate and lead the class.
• Where appropriate, poor form should be corrected at all times by the Personal Trainer.
• Following the class, all guests should be encouraged to re‐hydrate and feel free to ask any
questions about the fitness facility onboard.
• The next class should be promoted and the sign‐up sheet for any upcoming seminars handed
around to all guests.
• Any available spa appointments should be cross promoted and special events such as port day
specials advertised.
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Personal Trainer Policy revised March 2011

Purpose
The purpose of this procedure is to clarify the role of the Personal Trainer outside of class time. It is
designed to ensure that all guests onboard experience the highest level of service and instruction from
all Personal Trainers.

Scope
This procedure applies to Personal Trainers on all vessels.
.
Procedure
• When not teaching classes, involved in private tuition or consultations, all fitness directors are
available to assist in the correct operating procedure of all fitness equipment.
• When not conducting private services or classes all Personal Trainer should be available on the
gym floor to answer any questions regarding correct form or technique.
• All Personal Trainers are responsible for offering guidance to any guest to ensure guests receive
the highest level of service.
• When not teaching classes Personal Trainers are responsible for ensuring that there are
adequate amounts of towels, and sanitization aids available in the gym.
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Deck Massage Policy

Purpose
This policy is designed to assist the Spa Manager to ensure proper set up and execution of the deck
massage.

Scope

Procedure
• Depending on demand for the service, the number of staff assigned to the designated deck area
will range from one to two therapists, two for peak times. On busy sea days, it is preferred to
encourage guests to take their treatment in the spa as there is a better opportunity to
recommend from the full line of retail items. However, when services are needed on any slower
times such as a port day when guests likely to relax on deck; then this is when deck massage
must be implemented. Deck massage is also designed to promote general revenue and increase
bookings in the Spa by providing guests with an introduction to spa services and therapists.
• Deck massage can incorporate chair massage for neck, shoulder, and upper back massage
and/or regular massage with a massage bed for back and full body massage.
• Deck massage will be promoted to achieve advanced bookings on port days and utilized to
generate additional revenue in the case of low bookings for slow sea days.
• Duration of treatment is set at a minimum of 5 minutes at a price of $2 per minute. 10 minute
treatment times are ideal for guest enjoyment and revenue generating.

Massage Procedures
Guests are required to wear the following during the massage treatment:
• Men – bathing suit or trunks.
• Women – bathing suit or bikini. (A one‐piece suit can be rolled down to the waist to properly
massage the back. Bikini top can be untied or unclasped while face down to allow back
massage.)

Due to the set‐up of the massage beds on deck privacy is limited. Guests are not permitted to be
exposed or fully unclothed at any point before, during, or after the massage. This must be explained to
the guests and extreme care must be used to prevent any indecent exposure to staff or other guests.

Communications Plan
A deck phone should be located close the cabanas for communication between Spa Manager and staff.
Alternatively, Spa Manager is to obtain two radios. The therapists must be trained on the proper use
and operation of the radios. In addition, they must have the ability to contact medical facilities in case
of medical emergency. Staff conducting deck massage must be instructed in the proper procedure on
how to do this.
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Sanitation
Therapists must clean hands between treatments of each guest. This must be done with soap and water
or sanitation wipes. Fresh towels or covers for massage chair or bed must be used for each guest for
each treatment.

Preparation and Supplies
Based on bookings and demand Spa Manager with spa staff will organize and obtain required linen and
supplies.
• Towels x 1 large per booking, 1 face towel per booking
• Hard Checks – enough for bookings plus an extra 10
• Clipboard and pens – minimum of two
• Consultation forms – enough for bookings plus an extra 10
• A few display home care products – a few popular retail items such as Instant Refreshing Gel
and Massage Oil to be displayed.
• Hand sanitizer ‐ spa staff must wash hands between each treatment and guest.
• Professional‐use massage oil.

Administration
Permission must be obtained from ship’s management for location, times and days for Deck Massage on
an ongoing basis.
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Deduction of Monies

Policy
The purpose of this policy is to ensure that no employee has monies deducted by their manager
whether from commissions, gratuities or other for ‘payment’ of other onboard services.

Scope
This policy and procedure applies to all vessels and all employees.

Procedure
• Deduction of any monies from staff is strictly against company policy. Managers and staff are
not allowed to deduct monies or make any type of collection in which staff are requested or
expected to contribute.
• No collections are to be made to pay any type of gratuity whether to the receptionist, spa
cleaner, crew member collecting towels, crew bringing stock or for any other reason.
• Staff cannot be advised they are expected to give any amount of monies to: towel boys,
receptionist, cabin attendant etc. Often staff are advised this is contributing towards individuals
salaries when this is NOT the case.
• Staff cannot contravene this policy even if all agree to make collections; it is against company
policy and must be adhered to without deviation.
• No collections are to be made for any gift items, whether birthday, leaving or other.
• At no time can anyone, staff or manager request that a staff member contribute their money to
any collection for any reason.
• Staff that wish to tip any crew member must do so at their own free will and must give this
money to that person directly at all times.
• If there is any type of collection occurring please cease immediately.

If any type of deduction is currently occurring on your vessel for any reason please advise our HR
Director immediately. Failure to do so within itself is a violation of this policy.
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Posting Spa Transactions Policy

It has come to our attention that some of our staff who have used hard dockets to itemize their services
and retail receipts in the past , which their guests then sign, have been revenue shifting to increase
gratuities when putting the docket through the SmarT system.

This is gross misconduct; it is theft and an offence that will result in immediate dismissal.

Managers are required to retrieve all hard dockets daily and check against the corresponding SmarT
receipts to ensure there is no discrepancy. Discrepancies require be scanning and emailing to us. We
require a scan of the hard docket and a scan of the SmarT receipt to show the discrepancy.

If you have any questions concerning the above, please advise so we may assist.

The following steps must be taken when posting all transactions:
• All hard dockets are to be removed from the gym, spa, treatment rooms, salon and consultation
areas. These dockets should be handed directly to the Spa Manager, who will return them to the
Chief Accountant.
• All spa, salon, barber, acupuncture and fitness services must be rung up at an approved SmarT
POS at the end of EVERY service and presented to the guest to sign (a signature must be
recorded for the transaction to be complete).
• At the commencement of all payable fitness classes, cruise cards are to be taken from the guest
and given to the Spa Receptionist or Manager, who will post the necessary amount on the card
and return it on completion of the class.
•
• In the event that either SmarT or your POS system are down the Spa Manager may ask their
chief accountant for a supply of hard dockets to record transactions. The Chief Accountant is the
only person who can authorize the use of hard dockets additionally SmarT Support and the
Director of Operations must be notified prior to recording transactions on a hard check. In such
a situation, the Spa Manager must post all transactions once SmarT and POS are back on line,
attaching the hard docket to the posted smart receipt. The Spa Manager is responsible for
ensuring that POS and SmarT are properly reconciled to each other.
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Gratuity Report Policy Effective April 2012

Policy
As a means of preventing revenue shifting and theft from the company, the gratuity exception report in
SMART identifies dockets that have unusual/suspicious gratuities. These reports are to be reviewed and
signed off nightly by the spa manager.

Objective
In the past, there have been unfortunate incidences in which staff members’ employment has been
terminated due to revenue shifting (theft) by transferring revenue from “Services” to “Gratuities”.
Ordinarily, this occurs when hard dockets are utilized to record revenue at first and later that revenue is
recorded in SMART‐ however in more flagrant instances‐ some staff have entered incorrect information
directly into SMART in an effort to artificially enhance their tips at the expense of company revenue.
In an effort to prevent this unethical practice, the spa manager will review the gratuity exception
reports nightly and immediately investigate any discrepancies.

Procedure
A. At the end of each night, the spa manager must print the following three reports from SMART:

1. Gratuities that exceed 25% ‐ (This report will show you all gratuities exceeding 25%. Since
15% auto gratuity is included in most services, any gratuity exceeding 25% will be an exception
and should be reviewed to ensure the guest has signed the original docket).

2. Gratuity with no service revenue: As indicated in the name‐ this shows all dockets in which
a staff member posted only a gratuity on a docket. This will occasionally happen when staff
forget to add the gratuities to a check before posting. When you see an item on this report,
please pull the original check (for both the service and the gratuity) to ensure the guest has
authorized both.

3. Discounts on services that exceed gratuities: In the past, we have had unfortunate incidents
in which some staff members (who have subsequently been terminated) have removed some
revenue from services and shifted it to gratuities. The "Discounts on services that exceed
gratuities" report identifies all checks that are suspect because the amount of the discount
given on a service is close to the amount of a gratuity.

All of these reports are found in SMART in the following location:
Log In Management Reports
Gratuities and Discounts.
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• For each and every item that appears on the report, you need to investigate and identify if
revenue shifting has occurred (if the gratuity was signed for by guest, etc).

• For any dockets you suspect have been altered/manipulated you must:
1. Reprint the docket, and write your comments on the docket.
2. Send that docket (with your comments written on it) to shipboard accounting for
further research, copy Barbara DeNigro and your Director of Operations for further
review and potential disciplinary action.

• You must sign each of the three reports each night to indicate that you have reviewed them
and investigated as necessary.

• Daily signed reports must be placed with your EOD paperwork.

Examples

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Insurance Claims Request Policy (updated Sept 23 2011)

Purpose
The purpose of this policy is to ensure that all guests receiving massage services in the spa are not
misinformed or mislead into believing they can collect remuneration from their Insurance Companies, as
applies to many US and Canadian Insurance carriers.

Scope
This policy applies to all employees providing massage services on board.

Policy
For insurance purposes only, Steiner Transocean Limited is a foreign based company, registered in the
Bahamas. We are unable able to provide guests with a Federal Identification Number (FID), which may
allow them to submit the cost of their massage treatment to their insurance carrier in the United States.
The only information we are able to provide is the receipt that is generated onboard and given to the
guest at the end of the service.

For all other inquires, therapists working for Steiner Transocean Limited are hired to work in the
capacity of a “massage therapist.” While many of our therapists may be “Registered Massage
Therapists” they should not use the title while working onboard and representing Steiner Transocean
Limited as Steiner has not verified their membership status with the governing bodies which regulates
their profession within their home country, verified whether they maintain personal liability insurance,
which is a requirement of their profession, or employs them to work in the capacity of a health care
professional.

For this reason we do not advise guests at any time they will be reimbursed by their insurance
companies or that we can provide information to them. When a spa guest asks whether we provide
‘super bills’ or receipts that can be used for submission to their Insurance providers to claim back
massage charges you must answer “no”.

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Mailing of Products Policy
Updated Jan 2012

Policy
Items that are not available in stock cannot be mailed at a later date to our guests.

Overview
If a guest wishes to purchase a product/s and those items are not in stock they must not be charged
with a promise to mail those items later. The correct protocol to follow is to give the guests the Time to
Spa web address www.timetospa.com, or customerservice@timetospa.com or the phone number
1‐800‐423‐5293 so they may purchase the products of choice once they are at home.

Under no circumstances, or for any reason, must you to mail any product to guests at any time. Guests
must only pay for those products they can take with them when debarking the vessel (unless there is an
exception of our ‘Shop and Ship’ Program).
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Confidentiality Policy

Please be advised that no staff member onboard any vessel is to discuss the Spa and Salon’s onboard
any other vessel or cruise line with the Passengers, Guests or other crewmembers at any time.

We would bring to your attention the Clause in your contract that covers the confidentiality of the
business on board and this includes discussing the merits of the Company’s operations on board vessels
that you may or may not have worked upon.

During your time on board your ship, you will only discuss or answer questions regarding your present
vessel and only in the positive terms. The Guest on board your ship does not need to hear your opinion
that another spa, salon or ship is better or worse in any way. The Guest is there to cruise and enjoy the
experience. You will only enhance that pleasure by ensuring that you speak only in the most positive
terms at all times with regards to the ship you are presently on.

Please note that any infraction of this rule will be dealt with most severely, and can and will result in
termination of your employment with all costs consequences concerned as per your contract.
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Maritime Stock Transfer Policy

On occasion when business needs indicate to do so, it may be necessary to transfer stock from one
vessel to another. In the event that this is necessary, the following steps must be taken:
• Spa Manager must contact the office, in writing, to obtain authorization from their Director of
Operations.
• Manager must justify the transfer, i.e. overstocked in particular items.
• Corporate Management will contact various vessels to determine who can accommodate this
additional stock. Once the vessel has been determined, the transferring vessel will be notified
of the name of ship the stock is going to and the name of the Spa Manager.
• Corporate Management will update vessel information to reflect the reduction of stock from
vessel requesting transfer and update/increase the stock level to the appropriate vessel to
receive stock.
• Upon approval and upon determination of receiving vessel, the Spa Manager will carefully box
and protect the item(s) being transferred.
• Once the Manager has successfully boxed the items for transfer, he/she will provide Corporate
Management with a complete piece count, i.e. 6 boxes numbered 1 of 6, 2 of 6 and so on.
• The Manager is to provide to Corporate Management the dimensions and weight of each box.
• The Manager will also include a separate packing slip in each box. If the box contains
hazardous materials such as peroxide or acetone, the box must be clearly marked HAZMAT and
the MSDS form must be visible, attached to the box and placed in a clear plastic pouch for
protection.
• The Manager is to clearly mark each box with the name of the vessel for which it is to be
transferred with the date it will go on board and the name of the port.
• The Manager is to fill out necessary onboard documents to off load the stock, i.e. update the
ships manifest and all landing advice forms. Once this is complete, the Spa Manager must copy
information to Corporate Management.
• Corporate Management will organize a bonded delivery company to transfer the stock on
behalf of the transferring vessel.
• The Spa Manager must remain on board vessel to personally see that the bonded delivery
company receives the goods for transfer and has no problems with US Customs.
• Once the goods have left the vessel, the Spa Manager must notify in writing that he/she are no
longer in possession of the inventory.

NOTE: TRANSFERRING HAZARDOUS GOODS

If you are requesting to transfer hazardous goods, you must comply with the following in addition to
the instructions above:
• You must have available MSDS to forward with the product you are transferring. Your Spa
Director or the Purchasing Dept. can assist if you cannot locate.
• The receiving vessel must confirm to you that they have the MSDS sheets onboard their vessel.
In the event that they do not, Corporate Management must be contacted.
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• You must obtain written information as to how you must pack the box, i.e. you cannot pack
bleach and acetone together in one box. Certain items alone are not dangerous, but when
mixed or combined with another, they become extremely dangerous.
• If you ever have any doubt about transferring hazardous goods or how they need to be
packaged, you must contact your Spa Director or the Purchasing Department.
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Inventory Policy & Procedure

Policy
Generally, the company requires all vessels to conduct quarterly inventory counts in order verify stock
levels of retail and professional products.
Physical inventory counts are required to be entered and recorded in the SmarT POS (for SmarT vessels).
The counts must be entered at the end of the “count” voyage. (SmarT Inventory Instructions will be sent
to SmarT Vessels based on the version deployed on each specific ship.)
Physical inventory counts must be recorded on the Excel Master Inventory Count Sheet (for non‐Smart
vessels). Procedure is listed below.
All Inventory Count Sheets must be submitted to Steiner Corporate office upon completed of all
inventory procedures.

All procedures are required and are not optional.

Procedure
• Please print and make copies of your Master Inventory Count Sheet (XLS file). Label one of the
copies “Master Copy”, and distribute the remaining copies to your staff in charge of counting
each area. Then, after collecting the copies for all areas, you will be required to ENTER your final
stock counts in the Master Inventory Count Sheet.
• You may wish to delegate staff to ensure that all the stock is set up as requested. This will
prevent delays in counting your stock and will result in a quick, efficient, and correct audit.
• We ask that during your count you keep all of your stock in the required six (6) areas only.
However, you may use fewer areas if all six (6) are not necessary.
• If you are placing your stock into different areas, we request that you to try and keep all of the
same products located in the same areas.
• Example: Area 1 Elemis Retail, Area 2 Elemis Professional, etc. Please ensure a copy of the
Inventory Sheet is in each area with only the stock recorded that is in that area.

Points of Importance
• On each of the cover sheets provided, please complete the following information:
• Your Ship’s Name.
• Date of your count.
• When counting any stock items please record all items as either a full bottle or pack.
• You are no longer required to record stock that is in use as ¾, ½ or ¼ full. If any stock item is
partially used, you are to count this as 1 full item.
• Example: ¼ full = 1. ½ full = 1. ¾ full = 1.
• Even if there is less than ¼ full you also must record this as 1.

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STOCK COUNT PROCEDURE
You are required to count ALL listed products on the inventory count sheet on a product‐by‐product
basis and record the products on a product‐by‐product basis including the following: hair colors, nail
polishes, make up kits, video, CD’s, etc. These items can not be grouped together on the Master
Inventory Count Sheet.
For Example: All Nail Colors need to be counted on a color‐by‐color basis and recorded on the Master
Inventory Count Sheet on a color‐by‐color basis.

Stock shipments arriving subsequent to your inventory count date (i.e. disembarkation day) SHOULD
NOT:
• Be commingled with your on‐board inventory.
• Be counted.
• Be taken out from the original package. You should notify Jose Delgado (via e‐mail) of such a
shipment.

Once your count voyage has ended and you have started your next voyage, you should unpack and put
away this shipment as you would normally.

Please make an effort to be neat and accurate when recording the inventory count on the Master
Inventory Count Sheet (XLS file).

Auditors
If your vessel is being checked by an Auditor from Steiner, they will be joining your vessel sometime
between 7:30am to 10:00am.

DO NOT PUT YOUR STOCK AWAY UNTIL YOUR VESSEL HAS BEEN COUNTED & CHECKED (If the auditor is
visiting your ship at a late time, then ensure that all your stock is placed in an area that will not affect
your Embarkation Day activities).

Please start organizing your Stock Cupboard early to create a tidy, easy to read and count area. Do not
have all different products combined together as this creates confusion.

After your counts have been completed, you are required to enter and save the counts on the Inventory
Count Sheet (XLS File).

Once your counts have been completed and checked by the auditor, you must keep a copy of the
Inventory Count Sheet (XLS File) on‐board and send back to the Miami office the Inventory Count Sheet
(XLS File) by E‐mail.

General Operational matters: Contact your Cruise Line Director by e‐mail or by telephone.
Technical matters: Smart Support E: smartsupport@steinerleisure.com O: (305) 358‐9002 x255
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Stock Room Notice Policy

Policy
Signage is to be posted in each onboard stock room clearly showing our zero tolerance policy to theft
and removal of items from the spa.

Signage

Should you for any reason not see this signage in your stock rooms you can obtain a copy from your HR,
Quality Assurance or Spa Operations team.

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Bag Policy

Policy
To clarify and standardize the type and size of bags that managers and staff may take to work. This is in
line with standard industry operational practice and is to deter any employee from theft in the
workplace.

Overview
• No Steiner employee on board ship, whether Manager or staff are permitted to take large
handbags, totes or backpacks to the spa and/or work areas.
• The only bags that are permissible are clear plastic and of a small size to contain wallet, room
key, personal items etc. A small toiletry bag may be used by female staff wishing to ensure
discretion when carrying feminine personal items.
• Larger bags should not be taken into our Spa/Salon/fitness or stock cupboard areas under any
circumstances.

Failure to comply with the above is a violation of company policy and will be dealt with in such a way.
155
Spa Equipment Policy

Policy
To standardize the maintenance, sanitation and storage of all Spa and Salon equipment.

Equipment Listing
Croc straightening Irons –Blowout services
Ionithermie Machine – Ionithermie
LaTherapie Machine – Facials
HyperBarOX (DermaNew) – Elemis Oxydermy Facial
Advanced Microdermabrasion Machine – La Therapie Oxypolish Facial
BCA machine – Body Composition Analysis
GOSMiLE UV light – GoSMiLE tooth whitening
UV dryer lamps and UV cure lamp – Nail dryer and Shellac Nail services
Veinwave – Medi‐Spa Services
Hot Stone Roaster – Aromastone massage
Hot Towel Cabbies – Spa and Salon Services
Mag lamps – Medi Spa Services
Bamboo Heater Mats – Bamboo Massage
Aromatherapy Diffusers
Docking systems & iPods – bliss soundtracks (where applicable)

Overview
All vessels will be provided with the necessary equipment to perform their advertized services; once
received onboard are the responsibility of both spa and salon staff and Manager to ensure they are kept
in working order or reported faulty accordingly. Equipment is at no time to be removed from the spa.

• Equipment is to be tested by the on board Electricians (PAC testing) for health and safety prior
to being used in the Salon or Spa (as per cruise line policy). Dependant on the cruise line this will
need to be done every 6‐12 months.
• The equipment provided is to only be used for the said service it was intended for.
• When Spa equipment is not in use it is to be switched off and unplugged.
• No employee may remove spa equipment from the Spa or Salon at any time.
• Steiner Managers handing over to another Manager must include all equipment in their hand
over notes in the Spa inventory section.
• All staff must adhere to company guidelines for cleaning and storage to promote longevity of
equipment. (See Sanitation Policy for further information).
• Any fault or damage to equipment must be reported to the Spa manager immediately to ensure
equipment is kept in the best possible condition at all times. The Spa manager is then
responsible for the maintenance of equipment. On occasion this can be an easy fix onboard,
however any breakdown should be reported via email to out Logistics Department for
resolution. (It is always helpful in your communication to add in machine numbers if applicable
such as make/model and a detailed explanation of faults).

Any old or broken equipment that you find in the Spa you should report to your Spa manager who can
alert the office accordingly for offload or repair.
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Medi‐Spa Customer Satisfaction Policy
Purpose
To ensure medi‐spa treatments are handled according to Steiner’s 100% Customer satisfaction Policy.

Policy
The 100% Customer Satisfaction Policy applies to all spa services, including medi‐spa services. This
policy outlines steps you must take to ensure 100% customer satisfaction. By following these steps, you
will ensure that customers leave happy and will tell their friends and family to come see you during the
week. This will also minimize onboard complaints, which can ruin a great cruise.

All guest complaints must be handled and resolved before the end of the cruise.

We strive for consistent service and 100% customer satisfaction in your onboard practice.
• Clearly manage guest expectations.
• Clearly explain total price estimate to the guest during the consultation.
• Complete all medical records appropriately, including taking before and after photos of each
guest.
• Schedule follow‐up appointments with all guests.
• Communicate any onboard complaint to Jeanette Sian as soon as possible. All guest complaints
must be handled and resolved before the end of the cruise.

Clearly manage expectations
It is important that you take the time to communicate the following with every consult, regardless if the
guest thinks he/she knows the answers or has had a treatment in the past.

Dysport®/BOTOX® Cosmetic: Patients who have frown, forehead, or crow’s feet wrinkles when their
face is in the relaxed mode will not see improvement of those wrinkles for weeks to months. They
should see diminished motion of those areas within 3‐7 days. Injecting MORE BOTOX or Dysport WILL
NOT speed up this process. BOTOX/ Dysport improves DYNAMIC wrinkles when the BOTOX starts to
work in 3‐7 days. The Dysport may start to work sooner. STATIC wrinkles take several weeks to months
to improve. STATIC wrinkles may in fact never completely disappear. Results last 3‐4 months.

Restylane®/Perlane®: Bruising, swelling and redness are common side effects. Restylane® lasts up to 6
months. Perlane® lasts 6 months or longer.

If the guest has had Dysport® or BOTOX® Cosmetic in the past, ask them if they were satisfied with their
results and which areas were previously treated. Ask them when they last had a treatment.

If the guest has had Restylane® in the past, ask them if they were satisfied with their treatment, how
many syringes were used and which areas were treated.
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DO NOT DEVIATE FROM THE RECOMMENDED AMOUNTS OF Dysport®/BOTOX® COSMETIC UNITS FOR
EACH AREA.

Clearly explain total price estimate to the guest during the consult
When your guest agrees to a treatment, you must be clear on the total price.
• Clearly write on the last page of the consent form the agreed upon treatment areas and total
price. The patient needs to initial this price.
• Keep a copy of a price list in your treatment room and at Reception if there are any questions
about service price.
• See examples below for clarification on how to complete this new step to completing the
consent form.

BOTOX® Cosmetic Example
RESTYLANE® example

If the patient agrees to have additional Restylane® syringes, simply write another syringe on the form
with the additional cost and have the guest initial the additional syringe(s).
If you add another Dysport® or BOTOX® Cosmetic treatment, add it to the list in addition to the
additional cost. The guest must initial each addition to the treatment plan.

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Complete all medical records appropriately
It is critical that the guest sign the intake form and consent form(s). The guest must also initial each
page of the consent form and the agreed upon treatment/prices.

Schedule follow‐up appointments with all guests
If you aren’t doing so already, schedule a follow‐up appointment with every guest. This may also give
them the opportunity to bring a friend who could become a patient.

Communicate any onboard complaint to Dr. Brad Herman, Jeanette Sian, and your Director of
Operations as soon as possible so we can assist in resolving.

If you encounter an unhappy guest, inform your Spa Manager right away so he/she can manage the
situation. All guest complaints must be handled and resolved before the end of the cruise.
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Medi‐Spa Gratuity Policy
Purpose
To ensure all Medi‐Spa Doctors adherence to the company’s gratuity policy.

Policy
Gratuity is defined as “something given over and above what is due.” A gratuity is a gift, not an
obligation. By striving to always exceed our guest’s expectations, you will better position yourself as a
recipient of these “gifts of gratitude.” The following are important standards to remember:

• Gratuities are never to be solicited from the guest by any staff member.
• If a guest asks for a recommendation, please let the guest know it’s up to their discretion.
• Cash gratuities exchanged in the treatment rooms are the responsibility of the individual
technicians to declare for tax purposes if appropriate.
• The company has zero tolerance for solicitation of gratuities.
• The company has zero tolerance for staff that add on a gratuity without permission.
160
Medi‐Spa Daily Reporting Policy
Purpose
To ensure regular communication to the shoreside team. It is part of the Physician’s responsibility to
send in a daily report to the shoreside team. It is important for the shoreside team to understand all
roadblocks and respond in a timely manner if something is not working well or the doctor is challenged
in meeting targets set.

Policy
You will have access to the Spa Manager’s computer for business‐related email communication.
Important note: The spa manager may have sensitive information sitting in his/her email account. You
are not to open/read emails that are not for you.
• Provide as much detail as possible.
• Send reports especially when the revenue for the day is $0.

Emails must be sent to all of the following individuals:
JeanetteS@steinerleisure.com
bhermanmd@medispaatsea.com
GlennF@steinerleisure.com
SteveB@steinerleisure.com
MartinP@steinerleisure.com
Your Cruise Line Director of Operations
Your Spa Manager (if the email address differs from yours)

Sample Report
Celebrity ECLIPSE
Dr. Salvacion Nance Quimosing, M.D.
Manager: Managers Name
TODAY’S DATE: January 27, 2012
Day 7 of 7
Total Revenue to Date: $9,400
TARGET: $15,000
Distance to Target: $ 5,600

Actual and Scheduled Consults for the Week:
Miami, @ Sea San Juan, St St @ Sea @ Sea
Florida Puerto Thomas Maarten
Rico
#Consults 0 7 3 2 0 6 7
#Treatments 0 3 2 2 0 5 4
Revenue ($) 0 1250 2550 600 0 2300 2700
TOTAL 0 1250 2550 600 0 2300 2700
Revenue ($)
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LIST MEDI‐SPA PROMOTIONS FOR Up to 20% Selective discount on BOTOX® and
THE WEEK – all need to be Dysport® single area treatments. Up to 15%
approved Shoreside Selective discount on Restylane® and Perlane®.
Ensure it is updated each cruise

SEMINARS
List the Names/Dates/Times of Look Ten Years Younger in ten minutes
each seminar for the week Non Surgical Facial Rejuvenation
Liquid Facial Lift
Absolute Wrinkle Remedies
Luscious Lips in Ten Minutes
Number of seminar sign ups 8
Number of people attending 8
Comments:
What Cross Promotions did you
Provide and schedule?
Staff Cross‐promotion Consults –
who and how many
Manager Jo
Facial
Massage Aleks (1)
Receptionist Tanya (1), Melissa (1)
Acupuncturist
Salon
Ionithermie
Fitness

Nails
Please provide details from the
day’s consultations:
What were the objections? No budget, contraindications
How did the Guest hear about your Seminar, Daily activities, my portfolio display
service? with testimonials, referral
What comp treatments did you
perform, if any?

Other comments – Please include
ideas for promotions
Are you running low on anything? Ice pack (gel)
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Medi Spa Medical Record Policy
Purpose
To ensure adherence to the company’s policy on correctly completing all medical record forms.

Policy
All forms must be signed PRIOR to any treatment. If a guest refuses to sign, the guest cannot receive
treatment. The following are standards to follow:
• Guest intake form must be signed by the guest
• Guests must complete consents forms for the treatments they are completing.
• Consent forms must be initialed by the guest (page 1) and signed (page 2) and dated. There are
3 difference consent forms: BOTOX Cosmetic, DYSPORT, Restylane/Perlane.
• The final price must be written on each treatment consent form and prior to treatment the
guest must initial next to the agreed upon treatment price.
• Guest Treatment Record should be completed by the doctor at the time of treatment. It must
be filled out completely (expiration/lot numbers for BOTOX/Dysport and sticker from the
syringe for fillers) and signed.
• Before photos must be taken of each client. The photography consent form also needs to be
completed if photos are part of the medical record. After photos should be taken when
possible.
• Medical records must be kept onboard for at least 2 years (P&O UK requires 3 years). Be sure
you know where they are or the manager does.
• Copies of medical records should not be given to guests unless you have written permission
from Jeanette Sian or Dr. Herman.
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Medi‐Spa Promotion Policy
Purpose
To ensure proper support and implementation of on board medi‐spa promotions.

Policy
• All approved medi‐spa promotions will be sent to your respective vessel. All promotions must
be approved shore side before implemented.
• If a promotion has been advised to your particular vessel, it is expected of the Spa Managers to
implement the promotion in order to support the medi‐spa business. The promotion(s) must be
followed as directed.
• If a complimentary spa or salon service treatment is offered as part of a medi‐spa promotion,
the Therapist will be paid for the service according to his/her cruise line commission structure.
Managers must clearly communicate this to Spa Staff.

To ensure Spa Staff are paid for any promotional complimentary spa or salon service, the following steps
should be followed:
• Guest receives medi‐spa service and complimentary spa or salon treatment.
• Therapist will complete hard check for service highlighting the automatic service charge where
applicable.
• NCL vessels: Ensure to complete comp service log and print MICROS comp receipt with guest
signature.
• Once Guest has signed the receipt, the therapist must keep a copy for him/herself and attach
the other copy to his/her black‐and‐white cruise report which is sent with the EOC paperwork.

If the therapist has a question regarding his/her commission for this service, the therapist should
contact commissions@steinerleisure.com.
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Medi‐Spa Discounting Policy
Purpose
To ensure adherence to approved Medi‐spa service discounts.

Overview
The LESS you discount, the MORE revenue and the MORE commission you earn.
Use these discounts only as needed to close the deal if someone really wants a treatment and
is truly objecting to the price. Or leave the room and tell them you have to speak to your
manager and come back with the offer. Of course we want you to maximize your revenue
and your earnings, but this is a great tool to have in your back pocket.

Any Medi‐spa service discounting beyond what is outlined below and without written
approval is grounds for immediate termination of the Physician and Spa manager.

Measures are in place to audit Medi‐Spa voyages/inventory for unapproved discounting or
over‐charging guests.

Policy
• These discounts should not be promoted but used by the doctor during the consultation. You
can promote $50 off.
• Frame the discount – offer $ off rather than a % off as it sounds better.
• Do not offer the entire discount initially as you have no room to move. Guests just like to get a
deal.
• Use one discount to incentivize guests to receive more treatments at full price. I.e. if they get
the Dysport package treatment (full price), you’ll give them the Restylane for $100 off.
• Work with your total discount. For example, tell the guest that if they get a 2nd syringe of
Restylane you’ll give them $100 off the total.
• If someone really wants a treatment and wants more of a deal, let them know you need to email
your Medical Director and email Jeanette Sian for consideration. If it’s a lowball price, politely
tell them it’s not possible and thank them for their time.

165
Your floor prices are as follows:
Note: This does not apply to P&O ships or Carnival Australia ships.

Current
Dysport/BOTOX Service LOWEST $
Services Price PRICE OFF
Crow’s feet $300 $240 $60
Frown lines $350 $280 $70
Forehead $400 $320 $80
Package of 2

Frown + Forehead $600 $600 $0
Frown + Crow’s Feet $600 $520 $80
Crow’s Feet + Forehead $600 $560 $40

Package of 3 $800 $700 $350

Filler Services*
Restylane (per syringe) $700 $595 $105
Perlane (per syringe) $800 $680 $120

166
Secure Medi‐Spa Inventory Storage Policy

Purpose
To ensure medi‐spa inventory is securely stored on board.

Policy
• Dysport®/BOTOX® Cosmetic must be refrigerated at all times. The refrigerator must be stored in
the Manager’s office or treatment room. The refrigerator should always be locked. The only
person who should have access to the lock is the Medi‐Spa Physician.
• Restylane® and Perlane® should be securely stored in a dry area in the treatment room or in the
Spa manager’s office. The product must be stored in a locked cupboard; only the Physician
should have access to the key to this storage area. Storing the product in a locked treatment
room is not acceptable.
• Due to the medical supplies in the room, the treatment room must be locked when not in use.
• When a Medi‐Spa Physician signs off a vessel, all medi‐spa inventory is the direct responsibility
of the Spa manager.
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Medi‐Spa Product Receipt Policy
Purpose
To ensure proper receipt and inventory of Dysport®, BOTOX® Cosmetic, Restylane® and
Perlane® shipments.

Policy
• Spa Managers will receive a pre‐alert from the shore side team regarding a product shipment.
These alerts will be sent for emergency orders and scheduled cycle orders. Spa managers must
reply to these alerts acknowledging the scheduled delivery of the product.
• All product deliveries must be received by the Medi‐Spa Physician. A second person must be
present to audit the count. IMPORTANT NOTE: If the Medi‐Spa Physician is unable to receive
the shipment, the Spa manager must receive the shipment in his/her place and follow the
instructions laid out below.
• Before signing for the shipment, the Medi‐Spa Physician must open the shipment and count all
Dysport®/BOTOX® Cosmetic vials, Restylane® boxes or Perlane® boxes. A second person must
be present to audit the count.
• If the count matches the expected shipment, the Medi‐Spa Physician can then sign for the
delivery and receive the package.

If the count does not match the expected shipment, the Medi‐Spa Physician should:
• Immediately call Jeanette Sian (305‐505‐1672) or Jayson Morales (786‐ 295‐8732) to advise
them of the discrepancy and seek approval from Steiner Management to receive or refuse the
goods.
• If you are unable to reach Jeanette Sian or Jayson Morales, make note of the discrepancy on the
delivery note, obtain driver’s information (name and company information), timestamp the
delivery, and maintain a copy of the delivery note for your records.
• After receipt, the product must be directly brought to the medi‐spa treatment room. The
Dysport®/BOTOX® Cosmetic must be immediately refrigerated in the medi‐spa refrigerator. The
Restylane®/Perlane® should be immediately stored in its secure area.
• It is the Receiver’s personal responsibility to ensure all product makes it to the medi‐spa
treatment room and is securely stored. Any loss while the product is in your possession is your
personal responsibility and is grounds for immediate termination.
168
Medi‐Spa Product Usage And Waste Disposal
Purpose
To ensure timely product usage and appropriate medical waste disposal.

Policy
• The products onboard (BOTOX, Dysport, Restylane and Perlane) are extremely expensive.
Wasting even a small amount of Botox/DYSPORT or allowing products to expire is costly and
disciplinary action will be taken.
• Use every last drop of BOTOX or Dysport before throwing the vial away. You can pop the top off
the vial to get it all out.
• It is very important to keep track of reconstituted product like BOTOX and Dysport and use it
before it expires. You should be writing the date of reconstitution on the vial or box. After they
are reconstituted they can be used for 6 weeks. Email Jeanette Sian if the vial is approaching the
6 week mark.
• Keep track of the expiration dates of unopened BOTOX and Dysport. Some may have later
expiration dates than others. Use the products that will expire sooner rather than later. The
same holds true for the Restylane, Perlane and topical anesthetic. Use the products that have
the shorter expiration date first.
• You should not have opened, partially used syringes of Restylane or Perlane after a cruise is
completed. Discard them at the end of each cruise.
• Frequently check your stock and the expiration dates on all your products. The stock that has an
expiration date includes BOTOX Cosmetic, Dysport, Restylane, Perlane, topical anesthetic and
sodium chloride (diluent). You and you alone are responsible for using them before they expire.
If you have product that you think you will not use soon, that has a very near expiration date
(less than one month), let Jeanette know as soon as possible.
• Under no circumstance are to use any expired product on a guest. Note: BOTOX and Dysport
can be used until the last day of the month that it expires. For example, if the Dysport expires
01 2010, it can be used until 31 Jan 2010.
• At no time are you to source any of your supplies on your own with the exception of the gauze,
gloves, and alcohol pads. If you are running out, gauze, gloves, and alcohol pads can be
purchased on land at any drug store. Always contact Jeanette Sian or Dr. Herman first to
assistance in getting additional supplies.

Expired Product
• If you have product that you think you will not use soon, that has a very near expiration date
(less than one month), let Jeanette know as soon as possible.
• Do not use any product that is expired.
• If product has expired, please wait on further instruction from Jeanette to advise on proper
disposal and SMART instructions.
169

Medical Waste
• Needles‐ to be discarded in the red plastic sharps containers. Nothing else (i.e. syringes) should
be put in them.
• Medical waste‐ to be placed in red biohazard bags. This is only blood soaked sponges, alcohol
swabs that have blood on them, gloves that have blood on them, and empty Botox and Dysport
bottles and Restylane and Perlane syringes (without needles). Also empty or expired topical
anesthetic jars, expired bottles of Botox, Dysport, Restylane and Perlane. Remove needles from
boxes before discarding and place needles in red sharps container. Follow your ship’s guidelines
on disposing of the red biohazard bags. Contact the Environmental Officer if you have any
questions.

• Regular waste‐ To be placed in a regular garbage bag. This includes empty boxes and paperwork
that the products come in, alcohol wipes and gauze that do not have blood on them, gloves that
do not have blood on them, empty or expired bottles of sodium chloride (diluent), and any
other paper products.

Be sure you have the above 3 receptacles in your treatment room. If you do not, let your Spa Manager
know so s/he can source them onboard for you.
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Medi‐Spa Inventory Reporting Policy
Purpose
To ensure accurate inventory reporting of medi‐spa products.

Policy
• Every time a medispa treatment is completed, the Physician enters his/her service in SMART.
The Physician must also deduct the quantity of product used in SMART.
o For Dysport®/BOTOX® Cosmetic treatments, Physicians must log each time an entire vial
is used, not every Dysport®/BOTOX® treatment.
• At the end of each day, the Physicians must log the number of products used on the inventory
control form.
• At the end of each voyage, the Physician must log into SMART and run an inventory count report
and reconcile it against the physical inventory. The physician will also keep track of any
damaged product that should be sent back to the manufacturer for a refund.
• The inventory control report should be filled out completely and at the EOC it should be signed
by both the Spa manager and Physician. By signing the report, both the Spa Manager and
Physician acknowledge the inventory noted on the report is accurate.
• At the EOC, the Physician must email the EOC inventory report to Jeanette Sian and keep a
hardcopy.
171

172
Complimentary Medi‐Spa Treatment Policy
Purpose
To ensure appropriate use of medi‐spa treatments to promote the business. Complimentary treatments
should be used for to promote medi‐spa services on board through live demonstrations in the spa or
treatment of influential crew members. If approved, spa staff can receive 1 complimentary Medispa
treatment only, i.e. frown lines OR crow’s feet OR 1 Restylane syringe. If a staff member wants more
than 1 area/filler at the time, they can pay for it or you can request another area at a future date.
Any complimentary treatments done without written approval is grounds for immediate termination of
the Physician and Spa manager.

Policy
• NOTE: Any Steiner shore side staff (Sales & Revenue) must have written approval from Glenn
Fusfield, President & COO Maritime, glennf@steinerleisure.com prior to any complimentary
Medi‐spa service received.
• All requests for complimentary treatments for spa staff must be sent to Jeanette Sian
jeanettes@steinerleisure.com with a copy to the Spa Manager’s email.
• Requests must include the following:
o Crew member’s name
o Position
o Time left on the ship (must be at least 2 months),
o The treatment area, and
o Reason why you think this person should receive a complimentary treatment. . What
exactly have they done for your business or what have they agreed to do.
Spa managers and Physicians must simply tell the crew member requesting the treatment that
they must check with the home office before the treatment can be done. If the crew member
has left than 2 months onboard, then the request will most likely be denied.
• All complimentary treatments must be approved in writing by Jeanette Sian before the
treatment is performed. This includes Dysport®, BOTOX® Cosmetic, Restylane®, and Perlane®
treatments.
• Approved complimentary treatments must be done the week that they are approved. Spa staff
cannot wait to have the treatment done at a later date.
• As much as possible, BOTOX or Dysport complimentary treatments must be done as part of a
medi‐spa demonstration (i.e. Spa Tour, Seminar, Spa Event, Spa Staff Training) and before/after
photos should be taken. Restylane treatments should never be done as a demonstration in
front of passengers.
• Physicians must complete all medical records for any person receiving a complimentary
treatment. This includes:
o Guest history form ‐ Please indicate on the guest history form that this was a comp
treatment
o Consent form,
o Treatment record, and
173
o Photography consent form.
This is for the safety of the patient and for the protection of the Physician.
• Again, any complimentary treatments done without written approval is grounds for immediate
termination of the Physician and Spa manager.

174

MISCELLANEOUS
175
176
Report Line

As an internationally renowned provider of premier spa services and beauty products, Steiner
Leisure Limited (together with its subsidiaries, the “Company”) prides itself on its commitment
to quality and integrity in its operations. All employees, whether senior or entry‐level, are
expected to display professionalism and ethical conduct in the workplace.

ReportLine has been created to help in protecting and preserving the ethical working environment to
which the Company is committed in all of the venues in which it does business.

ReportLine is a toll‐free telephone service, operated by an independent third‐party provider, which
Company employees worldwide may call to report abuses or breaches of ethical business conduct in
the workplace that is unethical or illegal without fear of reprisal or retaliation (examples of these types
of conduct are listed below). Such calls will be handled on a confidential and (if desired) completely
anonymous basis. There is no cost to the employee to make the call. Within the United States, Canada
and Puerto Rico, calls should be placed to the toll‐free number provided below. Calls made from
outside of the United States should be placed as collect calls to the international number also provided
below, for which the assistance of an international telephone operator is required.

ReportLine’s experienced telephone staff is available seven days a week, 24 hours a day, 365 days a
year, to take note of your concerns and to report those concerns to designated members of the
Company’s senior management.

For non‐English speaking employees, translation services are available in 150 languages.

Here are some examples of violations of ethical business conduct which could warrant a call to
ReportLine:

• Accounting and auditing irregularities
• Securities matters
• Insider trading
• Destroying, altering or falsifying Company records
• Misuse of Company funds or assets for illegal purposes
• Abuse or harassment of, or discriminating against, co‐workers
• Disclosure of trade secrets or sensitive business information
• Violations of antitrust, environmental or other governmental compliance regulations
• Theft or Fraud
• Bribery
• Maintaining any relationship (personal or business) which conflicts with the business interests
of the Company or the ability of the person involved to objectively carry out his or her duties
• Creating safety or environmental hazards
177
• Threats to personal safety
• The granting of special privileges or protections to an employee by a supervisor or by any other
officer due to a personal relationship or family relationship
• Possession, sale or use of illegal drugs or consumption of alcohol while working

Please keep in mind that the ReportLine service should not take the place of your normal channels for
reporting work‐related problems or concerns. You should continue to report such conditions or
situations to your immediate supervisor or human resources administrator as is appropriate for your
location.

The ReportLine service should be used only to report serious breaches or violations of ethical business
conduct or the law in your workplace that you are unable to report through your normal channels.

Please also keep in mind that ReportLine is for the use of Company employees only to report serious
violations without fear of reprisal or retaliation. ReportLine telephone numbers should never be given
to customers or to anyone who is not a Company employee.

Should you have any additional questions as to how calls should be placed, how the program works,
and when it should be used, please do not hesitate to discuss them with your immediate supervisor or
human resources administrator.

TO REPORT A SERIOUS VIOLATION OF BUSINESS ETHICS:
Employees in Canada the US and Puerto Rico
ReportLine Toll free number 1‐888‐738‐1923

Employees outside the US
Contact your local International operator and place a collect call to the following 770‐613‐6367
178
Guest Fraternization

Fraternization with guests by managers and/or staff is strictly against ship board and company policy at
all times.

This company and our cruise lines partners have zero tolerance for incidents of this nature and any
manager or staff member who is found to be in breach of this regulation will find their position
terminated.

Any person who fraternizes with a guest should know that there can be legal proceedings taken against
them and this company by the guest or, in the case of young adults or minors, their family. This could
further include police or FBI investigation and liability with all the legal ramifications to be borne by the
alleged offender.

Ensure that you and your staff are fully aware of ship and company policy regarding guest
fraternization. As manager please ensure that any and all new staff that join your team also have this
brought to their attention at all times.
179
Harassment in the Workplace

Steiner Transocean Limited is committed to maintaining a work environment that encourages and
fosters appropriate conduct among employees and supervisors and respect for individual values and
sensibilities.

Sexual harassment consists of unwelcome sexual advances, requests for sexual favors, and other
verbal, non‐verbal or physical acts of a sexual nature, made either explicitly or implicitly.

Sexual harassment can occur between a man and a woman or between members of the same gender.
This behavior is unacceptable in the work place and in other work related settings such as business
trips or business related social events.

Harassment includes any verbal, non‐verbal, or other acts of a racial or race based nature, where such
conduct interferes with an individual’s work performance or creates an offensive work environment.
This behavior is unacceptable.

Examples of conduct, which would be considered prohibited sexual harassment include:
• Persistent or repeated unwelcome flirting, pressure for dates, sexual comments or touching.
• Sexual suggestive jokes, gestures or sounds directed toward another, sexually oriented or
degrading comments about another.
• Preferential treatment of an employee, or a promise of preferential treatment advancement to
an employee in exchange for dates or sexual contact or threat of employment.
• The open display of derogatory, racial or sexual oriented pictures, posters or other materials
offensive to others.

Examples of conduct, which would be considered prohibited harassment include:
• The use of racial epithets or other race based derogatory remarks.
• Race based or ethnic jokes.
• Retaliation against and individual for reporting or complaining about a derogatory sexual or
racial harassing conduct.
•
Steiner Transocean Ltd, will not tolerate, condone or allow sexual or racial harassment, whether
engaged in by fellow employees or supervisors. Steiner Transocean Ltd supports and encourages
reporting of all incidents of sexual or racial harassment, regardless of whom the offender may be, and
will investigate reported incidents.

Steiner Transocean Ltd prohibits retaliation in any way against anyone who has complained about
sexual or racial harassment or discrimination, whether the complaint relates to harassment of, or
discrimination against the individual receiving the harassment making the complaint or to any other
individual.
180
Steiner Transocean Ltd encourages individuals who believe they are being harasses to formally and
promptly notify the offender that his or her behavior is unwelcome. Steiner Transocean Ltd also
recognizes that position and status disparities between an alleged harasser and the target can make a
confrontation difficult. In the event that direct communication between individuals is ineffective, the
following steps should be taken to report a sexual or racial harassment complaint:

Reporting of incident: All employees are urged to report any suspected sexual, racial or other
harassment by another employee to their supervisor, except where that person (supervisor) is the
individual accused of harassment. In that case, the complaint should be reported to the director of
human resources, senior vice president of operations, and director of operations or assistant to
director of operations. This report should be made in writing listing the facts so an investigation can be
initiated and a resolution achieved.
Investigation of complaint: When a complaint has been received in writing, the other company
representative receiving the complaint can designate another management representative or a
company attorney to assist him/her in this investigation, in no event shall the investigation be
conducted by an individual who is the subject of the complaint. The investigation can include an
interview with the employee who made the initial report, the person towards whom the suspected
harassment was directed, the individual accused of the harassment was directed, the individual
accused of the harassment and any other person who may have information regarding the alleged
harassment.

Report
The person responsible for investigating the complaint shall prepare a written report of the suspected
harassment. The report shall include a finding that a sexual, racial or other type of harassment did
occur or that there is inconclusive evidence as to whether sexual, racial or other type of harassment
occurred. A copy of the report will be given to the employee who made the initial report, the employee
toward whom the suspected harassment was directed and the individual accused of the harassment.
Records/Confidentiality: Employees who report incidents of sexual or racial harassment are
encouraged to keep written notes in order to accurately record the offensive conduct. Every effort shall
be made to keep materials confident related to the complaint. In the event of a lawsuit, the company
advises that the records and the complaint it maintains will not be considered privileged from
disclosure. Written records will be maintained for one year for one year from the date of receipt of the
written complaint unless new circumstances dictate that the files should be kept for a longer period of
time.

181
Time frame for reporting a complaint
The company encourages prompt reporting of complaints so that rapid response and appropriate
action may be taken. The late reporting of complaints will not in and of itself preclude Steiner
Transocean Ltd, from taking remedial action.
Protection against retaliation: Steiner Transocean Ltd will not retaliate against an individual who makes
a good faith report of sexual racial or other type of harassment nor permit any supervisor or employee
to do so. Retaliation is a serious violation of this policy and should be reported immediately. Any
person found to have retaliated against another individual for reporting a sexual, racial or other type of
harassment will be subject to the same disciplinary action provided for the harassment offender (s).

Appeals process
If either party directly involved in a sexual harassment is dissatisfied with the outcome or resolution,
that individual has the right to appeal the decision. The dissatisfied party should submit his or her
written comments in a timely manner to the senior vice president or operations.

Disciplinary Action will be taken against any supervisor and/or employee found to have engaged in
sexual or racial harassment against any other employee. The extent of sanctions may depend in part
upon the length and condition of employment of the particular employee and the nature of the
offense. Steiner Transocean Ltd has the right to apply any sanction or combination of sanctions up to
and including immediate termination, to deal with unreasonable conduct or discrimination.

In the event of unwelcome or solicited sexual, racial or other type of harassment by another crew
person, employee, and/or passenger, Steiner Transocean Ltd supports and encourages reporting of all
incidents of sexual, racial or any other form of harassment has taken place.

If an investigation results in finding that the complainant (knowingly or in a malicious manner) falsely
accused another of harassment, the complainant will be subjects to the appropriate sanctions up to
and including immediate termination.
182
Service Excellence Award

The Service excellence award has been created to recognize and identify key personnel who show
consistent high standards and service excellence on a daily basis. The individual must show passion for
their chosen profession, assisting in inspiring our spa guests on a daily basis in making positive lifestyle
changes. It honors outstanding achievement and service to the individual’s credit and identifies them
as an outstanding service achiever to fellow employees.

The award will be issued to one recipient per cruise brand on a quarterly basis pending criteria has
been met.

Aware winners will receive a certificate of achievement, a diamante pin and an honorable mention in
our EXCELLENCE newsletter.

The award will be based on both positive guest comments and feedback, as well as on board
management’s recommendation. These recommendations can come from the Spa Manager, Director
of Operations, PSD/ First Purser/Hotel Director or M&R/Sales Managers and will be reviewed for
approval by Steiner’s Quality Assurance department. Recommendations must be made via the
approved Service Excellence recommendation form.

• Staff member must have received a minimum of five positive named comments from guest over
a period of six months.
• Staff member must consistently show attention to detail in daily duties.
• Staff member must how distinctive service standards to each guest in our Spa’s.
• Commendations can be received via Cruise Line or Steiner Customer Care.
• Support materials must be provided for the employee recommendation showing the individuals
commitment to Steiner and Service excellence.
• Staff member must adhere to the Company Code of Ethics at all times.

To nominate an employee or team member fill out an Award Recommendation Form with criteria they
have met attached and send to Director of Quality Assurance for review.
183
Spa Manager – contract & vacation lengths effective July 2011

Manager’s contracts should not exceed seven months and vacation time should run as a rule no greater
than one week off for every month worked.

Manager contract lengths will not exceed seven months without written approval.

This approval for any contract longer than seven months must be given by the VP of Operations.

The manager is to submit this request to their Director of Operations in writing for a contract longer
than seven months. Managers must also submit a written request to their Director of Operations for a
contract shorter than seven months.

This request will be reviewed and approval or declination will be given in writing.

Manager vacation lengths will not be longer than one week off for every month worked. Managers
must be ready to embark on board their next assigned vessel after their vacation time as per
management rotation and the requirements of the business. At times the time may exceed the vacation
period set by the company due to suitable ship assignments being unavailable.

Requests for longer vacations must be sent in writing to the Director of Operations.

The Director of Operations can approve or decline this request and the manager will be notified in
writing.

Managers which are unwilling to return after the required vacation time may not be offered further
positions with the company.

All the above requests must be copied to the Director HR Maritime.
184
Families Sailing with Spa Managers effective January 2011

When an application is made by a spa manager for their family and/or friends to sail ensure that the
request to the cruise line is also copied to your respective Director of Operations. It should be noted
that Spa Managers are not required to seek approval from their Director of Operations and Directors
will not deny ability or approval for families to sail.

Spa Managers should call in and speak with their Director to discuss how they plan to execute their
business effectively during this time. At times Spa Managers may wish to take more than their entitled
one and a half days off and, in this, permission must be sought from their Director of Spa Operations.

Before any approval could be given the manager is to present their business plan for the cruise, advise
how much extra time off is being requested and when the manager plans to take this time. Managers
need to then plan who is in charge of the business and gain approval from their Director. This is to
ensure that we consistently maintain all expectations from our business partners in that the spa will be
run efficiently and effectively at all times.

185

Spa and Salon Employee Name:_____________________
Position: _____________________
Performance Log Vessel: _____________________

Instructions: This Performance Log is a tool to assist supervisors and managers in keeping a
record of performance conversations held with an individual employee. One form is to be used
per employee.

Code Date Details Manager signature Employee signature

After Peters first week on board he has shown
EXAMPLE
PF 10/8/10 demonstration of being professional, self
motivated and a role team model.
Peter attended solution sales training. Currently
TR 10/15/10 struggling with retail. Average at 8% after 2 weeks
on board.
Peter was acknowledged by Safety officer to be
SV 10/16/10 wearing open toes shoes at crew boat drill –
against safety policy.
10/27/10 Peter arrived to work without correct attire. Was
wearing blue pants opposed to regulation uniform
AP of black. Peter was sent to change and has been
advised due to his currently black pants being held
in laundry to have a spare pair onboard.
Following training dated 10/15 Peters retail % has
improved and just completed the cruise at 35%.
TR 11/1/10
Service training for bamboo massage carried out in
team training tonight. Peter demo’d service.

CODES:
PCF Positive Comment Feedback SC Service complaint T Tardy
PF Positive Feedback SV Safety violation TR Training
A Appraisal AP Appearance O Other
186

INDEX

187
188
Index
A
Acupuncturist Job Description ........................................................................................................................................................ 28
Assistant Manager Job Description................................................................................................................................................. 10
B
Bag Policy...................................................................................................................................................................................... 155
C
Cancer & Massage Therapy .......................................................................................................................................................... 116
Charging Crew and Officers for Retail & Services ......................................................................................................................... 126
Code of Ethics ................................................................................................................................................................................... 3
Complimentary Medi‐Spa Treatment Policy................................................................................................................................. 173
Confidentiality Policy .................................................................................................................................................................... 149
Consultation Form Policy ................................................................................................................................................................ 89
D
Deck Massage Policy..................................................................................................................................................................... 141
Deduction of Monies .................................................................................................................................................................... 143
E
Email & Spa Computer Use Policy................................................................................................................................................. 128
Emergency Order Procedure ........................................................................................................................................................ 136
Employee Discount Program: Retail & Services............................................................................................................................ 124
Environmental Policy .................................................................................................................................................................... 131
Esthetician Job Description............................................................................................................................................................. 23
F
Families Sailing with Spa Managers .............................................................................................................................................. 185
Fitness Class Operation Policy ...................................................................................................................................................... 139
G
Gratuities ........................................................................................................................................................................................ 59
Gratuity Report Policy................................................................................................................................................................... 145
Grooming Standards & Uniform Guidelines ................................................................................................................................... 54
Guest Check in Policy ...................................................................................................................................................................... 79
Guest Check out Procedure ............................................................................................................................................................ 80
Guest Feedback Procedure & Policy ............................................................................................................................................... 91
Guest Fraternization ..................................................................................................................................................................... 179
Guests with Disabilities Policy....................................................................................................................................................... 110
Gym Coverage Policy ...................................................................................................................................................................... 86
H
Hairstylist & Barber Job Description ............................................................................................................................................... 41
189
Handling Guest Complaints ............................................................................................................................................................ 57
Harassment in the Workplace ...................................................................................................................................................... 180
I
Insurance Claims Request Policy................................................................................................................................................... 147
Introduction ...................................................................................................................................................................................... 1
Inventory Policy & Procedure ................................................................................................................................................. 81, 152
Investigating & Reporting Procedures .......................................................................................................................................... 117
L
Locker Key Issue Procedure ............................................................................................................................................................ 88
M
Mailing of Products Policy ............................................................................................................................................................ 148
Maritime Stock Transfer Policy ..................................................................................................................................................... 150
Massage Therapist Job Description ................................................................................................................................................ 18
Medi Spa Medical Record Policy................................................................................................................................................... 163
Medi‐Spa Customer Satisfaction Policy ........................................................................................................................................ 157
Medi‐Spa Daily Reporting Policy................................................................................................................................................... 161
Medi‐Spa Discounting Policy......................................................................................................................................................... 165
Medi‐Spa Gratuity Policy .............................................................................................................................................................. 160
Medi‐Spa Inventory Reporting Policy ........................................................................................................................................... 171
Medi‐Spa Physician Job Description ............................................................................................................................................... 33
Medi‐Spa Product Receipt Policy .................................................................................................................................................. 168
Medi‐Spa Product Usage And Waste Disposal.............................................................................................................................. 169
Medi‐Spa Promotion Policy .......................................................................................................................................................... 164
Minors Policy ................................................................................................................................................................................ 119
N
Nail Technician Job Description ...................................................................................................................................................... 36
O
Operation of Changing Facilities Policy........................................................................................................................................... 85
P
Payment of Gratuities &/or Commissions to Departing Staff....................................................................................................... 127
Performance Ratings....................................................................................................................................................................... 69
Personal Trainer Job Description .................................................................................................................................................... 45
Personal Trainer Policy ................................................................................................................................................................. 140
Posting Spa Transactions Policy .................................................................................................................................................... 144
Product Return Policy ..................................................................................................................................................................... 84
R
Receptionist Job Description .......................................................................................................................................................... 12
Recommending Detox Products ................................................................................................................................................... 123
Report Line ................................................................................................................................................................................... 177
Revenue Shifting Policy................................................................................................................................................................... 78
190
Robe Issue and Return Policy.......................................................................................................................................................... 87
S
Sanitation Policy ............................................................................................................................................................................. 93
Sanitation Standards....................................................................................................................................................................... 58
Satisfaction Guarantee Policy ................................................................................................................................................. 83, 122
Secure Medi‐Spa Inventory Storage Policy ................................................................................................................................... 167
Service Excellence............................................................................................................................................................................. 2
Service Excellence Award ............................................................................................................................................................. 183
Service Philosophy .......................................................................................................................................................................... 70
Sexual Harassment ......................................................................................................................................................................... 60
SmarT End‐of‐Day Policy............................................................................................................................................................... 138
Social Networking Websites Policy ............................................................................................................................................... 129
Solution Sales.................................................................................................................................................................................. 62
Spa and Salon Daily Sanitation/Disinfection Log........................................................................................................................... 109
Spa and Salon Performance Log ................................................................................................................................................... 186
Spa Closing Policy............................................................................................................................................................................ 75
Spa Equipment Policy ................................................................................................................................................................... 156
Spa Manager – contract & vacation lengths ................................................................................................................................. 184
Spa Manager Job Description ........................................................................................................................................................... 7
Spa Opening Policy ......................................................................................................................................................................... 74
Stock Room Notice Policy ............................................................................................................................................................. 154
T
Taking Spa Reservations Policy ....................................................................................................................................................... 82
Teen Waiver Policy ....................................................................................................................................................................... 121
Telephone Etiquette ....................................................................................................................................................................... 56
Time & Attendance Policy............................................................................................................................................................... 76
Timetospa Consultation.................................................................................................................................................................. 61
V
Valuables Policy & Procedure ......................................................................................................................................................... 81

191

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