SunWater Spa Communication Policy

Effective communication fosters a positive work environment. This policy outlines guidelines for phone etiquette, guest interactions, coworker communication, and owner correspondence.

Phone Etiquette

• Answer calls professionally within three rings. Keep the ringer on at a hearable volume.

• Identify yourself and SunWater Spa in all calls. Be courteous and attentive.

• Return voicemails and emails promptly. Take clear, accurate messages.

Guest Communication

• Verbal: Greet guests warmly, listen actively, and provide clear information on services and policies.

• Written: Respond to inquiries within one business day using professional language. Maintain confidentiality.

• Handling Complaints: Stay calm, listen, validate concerns, offer solutions, and involve a manager when needed. Log interactions in Basecamp.

Coworker & Manager Communication

• Share updates, concerns, and feedback openly and respectfully.

• Practice active listening and clear, concise messaging.

• Use Basecamp for assignments and updates—respond timely and provide completion notes.

• Address conflicts constructively and escalate unresolved issues to a manager.

Interdepartmental Communication

• Managers meet weekly for updates and daily as needed.

• Use Basecamp for cross-departmental coordination.

• Staff meetings and social events encourage collaboration.

Communication with Owners

• Route owner requests through the Spa Director.

• If an owner shares an observation, acknowledge it and let the Spa Director know.

Good Communication Practices

• Active Listening: Pay attention, seek clarification, and respond appropriately.

• Clarity & Respect: Be concise, professional, and empathetic.

• Collaboration: Support teamwork and constructive feedback.

• Promptness: Respond in a timely manner.

• Openness: Foster honest, transparent dialogue.

Poor Communication to Avoid

• Rudeness, sarcasm, gossip, or spreading rumors.

• Ignoring messages or making assumptions.

• Disregarding privacy or withholding concerns.

• Poor conflict resolution (aggression, passive-aggressiveness, or avoidance).

Following these guidelines, we ensure smooth operations, positive guest experiences, and a strong team environment.

updated 2/5/25 dar