GUEST ARRIVAL – Read PDFs Online
Room Cover Letter
Check-In Procedure & Checklist
Rest & Recover
STAFF POLICIES – Read PDFs Online
Working Hours & Days Off
JOB DESCRIPTIONS & KPI’s – Read PDFs Online
STRUCTURE AROUND EMPLOYEE BEHAVIOUR – Read PDFs Online
Employee Code Of Conduct
NUTRITION OVERVIEW – Read PDFs Online
General Nutrition Guidelines
MEALTIME RESPONSIBILITIES – Read PDFs Online
Early Morning Routine
Top 10 Things To Do During Meal Service
Mealtime Roles & Responsibilities
Meal Service Manual
PC PROPERTY ZONES – Read PDFs Online
Resort Zones & Key Roles
MISCELLANEOUS – Read PDFs Online
Frequently Asked Questions
6:45 – 9:30 AM
Arrive: 6:45 am and be ready for the first arrivals.
Attire: Tropical Casual (not workout clothes). It is important that those working the floor at this time separate themselves from the look of the guests. Interns need to be easily identifiable.
ROLE 1: GREETER
Procedures: When each guest arrives in the morning.
Greet: Congratulate them on their good work, their changes, their progress. Point out any evidence of success.
Feel what they may need to feel or hear at that time. If you’re sensitive and paying attention, you may begin to know just the right words to say to help them feel good about themselves. Helping guests to feel the momentum of their progress is the most important thing we can do. We don’t want to tell them untruths. We thus really need to pay attention to any seeds of progress or change we see so that we can use factual information when offering them congratulatory words and support.
We want to guests feeling good about themselves first thing in the day in order to plant the seeds of progress/seeds of success.
Explain: Juices and how to create them. If someone has been around for a day or so, it is not necessary to explain again.
The most important thing to look out for is guests who have just arrived. The new arrivals need a lot of support and must be priority over everyone. Explaining the juices and schedule and making them feel welcome is the more important order of the day when there are new arrivals.
INFORMATION ON GREEN JUICES AND GREEN SUPPLEMENTS TO AID GUESTS
The suggestions for making the morning green drinks are the following.
Take a base green juice which is just a mild blend of leafy greens, nothing too intense.
You can add some of the ginger juice or lime juice to it to add different flavors. Please see the benefits of the different add ons people can add to their juices. They can either blend these items into their base juice or shoot it on the side.
The following are items that everyone should be able to explain the benefits of.
Wheatgrass – Wheatgrass has 90 vitamins and minerals. It is like your morning multivitamin. It greatly oxygenates your blood and you should feel the benefit right away. How to use: Take one shot of it. If after a few days, people notice no issues with stomach discomfort, they can take two shots. It is best for them to work their way up slowly on wheatgrass dosage. The more the better can be true, but not for everyone. For people with a weak stomach, they may get nauseous from wheatgrass. So, if people have a sensitive stomach, they may not be able to take it before a workout. They need to monitor their response.
Spirulina—Spirulina is a green superfood-very high in protein. It facilitates detoxification and greatly improves fitness levels. It energizes you because it has a high level of the nutrient tyrosine which is stimulating and is why we have it in the morning.
Both spirulina and wheatgrass improve fitness hormone levels enabling guests to improve the results they get from the workouts.
How to use: Guests would be best to drink a whole glass of it. Or they can blend it with their green juice.
Precautions: Unlike wheatgrass, spirulina is not hard on the stomach and doesn’t cause stomach upset except for the fact it does not taste good. However, the spirulina can cause people to be over stimulated due to the high tyrosine. Tyrosine is often used by athletes and body builders to enable them to push themselves further. Tyrosine has lots of fitness benefits but some people don’t like the stimulation they get. Some even find they get headaches. So, it is important to ask guests to try it and see how they feel. Most people do not get overstimulated or get headaches. Most people like the way they feel from spirulina and they like the way it pushes their fitness and speeds up metabolism in a natural way.
Other medicinal flavor enhancers that are on the table.
ginger—reduces inflammation, heals gut, reduces cortisol levels
lime juice—alkalizes the body and thus aids in detoxification and mildly gives a gentle energy by increasing adrenaline.
Turmeric—the yellow turmeric can be taken for improved detoxification, healing the gut and overall health. It is a complete tonic that is good for everyone. People can add it into their juices or mix it with water and shoot it back. If people have a strong stomach, they may want to add chili to it.
ROLE 2: KITCHEN LIAISON
The person working this role is in charge of checking the morning breakfast board and making sure guests have their breakfast orders. This person will liaise between the guests and kitchen.
This person also should be checking on the juices to make sure they remain full and clean.
They should clean up any messes, marry juices when they get half full and liaise with the kitchen to get more juices when necessary.
One more note on the role of the Greeter:
Greeters must check the board in the morning to know if new guests will be arriving. They must keep a watchful eye out for the new guests so they can be ready to offer immediate support on all fronts as ALL new guests find the first morning to be very confusing.
ROLE 3: ROUNDING UP
This person is in charge of rounding people up and getting them onto the buses for each workout. It is possible one may be scheduled for role 1 and 3. It is also possible when we are busy, we have two people schedule for role 1 and 3. However, the kitchen liaison role should just focus on the kitchen. If there is down time, they can simply support and communicate with guests, again as a representative of the kitchen. They may go around checking to see if people have put in special orders for lunch, if they want to order any juices or soups for lunch. They can check if people are fasting.
ROLE 1: GREETER & CUSTOMER SUPPORT
During this shift, you may find there are additional stragglers who are waking up late. Please get them their morning juices and breakfast and guide them through the rest of the morning activities. These stragglers often need a bit of a push as they have woken up late due to jetlag or sleepless nights or just not feeling well or distractions from family, friends or work through the night. Some have come in on medication and are finding it is causing them to wake up late. Or some may be quitting medication, alcohol or cigarettes and it has changed them a bit. Some are simply stressed from working out
These mid morning stragglers so often want to talk. They tend to want to explain why they are up later or explain any confusion they have about the schedule.
If they are waking up late because they just needed to lie in, they often want to talk about that too.
Just know that the main purpose of this shift is to really be here for these people as they tend to have the biggest needs for support and to talk. They often have a lot they are processing and there is usually nobody around but the interns working on this shift. So anyone working this role, please be prepared to listen and support.
ROLE 2: WELCOME BACK HOME
The title of this role says it all. The goal is to greet people when they return home from their workout. They are usually excited and full of life. They have tons of stories to tell. They are proud of themselves and want to discuss their efforts. They want to be congratulated and supported. This is a time for positive praise and sharing and playing with them in their excitement.
Help guests to get juice or protein.
Advise them to get into the ice bath.
Ask them what is next on the agenda.
Ask them if they have considered booking any of the complimentary treatments like the far infrared sauna.
Ask them if they thought about doing a magnesium meltdown treatment or lying in the sun.
This is a time to remind guests of all the recovery options as we want guests to spend this time getting good recovery and rest before lunch. After lunch, there tends to be a flurry of activity choices followed by the afternoon classes. So, we really want to support recovery at this time.
It is always a great time to sunbathe during the late morning, especially for people with fair skin. We want everyone to get their vitamin D while here, and this late morning is the best time to catch the full spectrum of the sun without getting burned as they may in the early afternoon.
10:30 – NOON
ROLE 1: BUFFET COORDINATOR
The person who has labeled the buffet and coordinated the buffet must learn how meals should be put together.
They must have an arsenal of tasting spoons and dishes for used tasting spoons.
When they work the buffet they must aid the guests in putting together the meal the way the kitchen intended.
A key aspect of this duty is to give guests samples of the sauces and dressing so the guests can find what they want.
Whoever is the buffet coordinator must stay at the buffet unless they are going to get something from the kitchen. They should not be chatting with people at the table as their role is buffet support.
Remember always give extra support to the new arrivals who will be totally confused.
ROLE 2: LUNCHTIME MC
There should be announcements at every lunch. This lunchtime MC should remind guests the activities that are going on in the afternoon, remind them of the upcoming cooking class and any afternoon talks.
They can highlight some of the workouts in the afternoon, answer questions about it.
This person should get everyone’s attention at lunch for at least five minutes to go over these things and take questions.
Before or after these announcements, visit any new arrivals to make sure they understand everything going on and please take their questions and offer support in scheduling their afternoon. Also, check they are ready for their appointment times.
ROLE 1: SUPPORTING COOKING CLASS
This person needs to learn the recipes of the cooking class and act as the MC and leader/ support of the cooking class as the kitchen staff are usually shy and don’t often have the social skills to keep a class lively and exciting. Please help guests to get recipes written down and guide them to the recipes on our website.
ROLE 2: POST LUNCH TIME HOST
Guide people to the next activities such as the cooking class, afternoon lectures. If people are not attending these, encourage them to nap or lie in the sun or do a complimentary treatment. Just a note, the people who nap at this time get the best results as taking a nap will release human growth hormone and allow them an extra session of fat burning sleep, muscle repair and fitness hormone production. Nappers or meditators will get the best results. This is a nap time for athletes who train in the morning and has shown tons of results in the scientific/medical literature. The best thing you can do at this time is to encourage them to nap.
2:00 – 6:00 PM
ROLE: AFTERNOON GUIDANCE & SUPPORT
Help guests get to their classes.
Get guest on the trucks for their classes.
Remind them of the afternoon beach blast.
For people staying back, remind them of their treatment options.
Ask them if they need to put in any juice or soup orders.
DINNER: 5:00 – 7:00 PM
ROLE: AFTERNOON GUIDANCE & SUPPORT
(Note the roles for dinner are the same as lunch. Please see the same section. The only difference is the dinner time MC may have more information to cover.
EVENIGN SHIFT: 7:00 – 9:00 PM
ROLE: EVENING ACTIVITY COORDINATOR
Guide guests to evening activities. Get guests who are juicing to order their juices or soups. Be of general support in the evening.
We have roles that need to be delivered and we organise ourselves around those roles.
We play to our strengths in order that guests receive the best service and we feel the most personally fulfilled.
We communicate regularly and effectively in order to support each other and provide a seamless experience to our guests.
We are credible in our specialisms and act as experts whatever our role!
We actively support and value the use of individual initiative in taking action to overcome challenges and find solutions.
We are one team and we support, respect and care for each other. We smile, laugh and have fun!
The person who is checking in guests must begin to prepare for the duty 24 hours in advance.
Check the schedule to see who you are checking in.
You should be privy to the guest summary e-mail that we get pre arrival, sent from the reservations e-mail account.
The guest’s contact information will be provided. Please drop them a message , letting them know you will be the one to greet them.
It would be ideal if you attached a photo. Or feel free to link your social media account to the e-mail if that is your sort of thing. We respect your privacy but if you are very public about your social media pages, that is a fun thing to send as they can really associate a face with a name.
We also suggest you include the Phuket Cleanse Facebook page so they can see what our goings on are and you can mention that if they check in on our page, and like it, they can get a free coupon at the concierge desk for a free spa treatment.
We are including a model e-mail for you to send them. Feel free to add your touches.
I am ______, and I will be the one greeting you when you arrive at Phuket Cleanse. I have confirmed your arrival time will be approximately______.
I am attaching a photo so you can connect a face with a name. If you need to contact me on your way over, you can reach me one of these ways.
We will give you a tip, if you check in on Facebook when you arrive and like our page you will get a coupon for a free spa treatment.
When guests arrive, please have the print out of their upcoming appointments and a print out of the week’s schedule.
Take them to the board and show them the upcoming schedule of the day or if it is in the evening, show them the next day’s schedule.
Answer questions, make suggestions whatever you can.
Take them to the room show them the wi fi password, and help them to turn on air.
Please check the room before the guest arrives. If you see anything that is broken, smells, or not made, please tell the concierge desk. Please check lights, air, everything. If there is a musty smell, please open the room early and let it air out.
When the guest arrives, bring them a welcome juice and a cold towel that has been scented with essential oils. The concierge team should always have these around as they are supposed to be greeting guests with their cold , scented towels.
When guests arrive, offer them something to eat or the meal that has been prepared for them. It will be the responsibility of the one doing the check in to make sure the meals are prepared and the pre-arrival drink. To be fun and creative about your check in you could always recommend a few drinks from the juice menu and ask them in the e-mail what they would like.
You could get a treat or some treats to leave on their bed before they arrive. You could leave a note or if you want some gifts of any kind, please let Mel know.
Our check in process is a blank slate so start to think of creative things you can do for your check in pre-arrival or on arrival. The goal is to really surprise and really welcome.
Please feel free to pick your own flowers, a piece of greenery, add a note etc. Make it your won art. Again if you need any supplies or even any money to do something, tell Mel. Really the sky is the limit. Don’t feel scared to ask.
The arrival is the time we make the impression. So, feel free to ask for anything you want. Mel may send you with a taxi or driver to get I and will give you the money. But you won’t be denied of anything. The sky is the limit as long as the guest is happy and feel unbelievably welcomed.
Please make how you welcome the guests to be your own personal performance art. We want to be artistic and out of the box about how we welcome and provide the initial orientation for new arrivals.
You must go over the following in your arrival orientation. Then, check informally if the guests know these items. The most important thing to have the guests repeat back to you is that they must know their initial appointment times and orientation times.
They often forget with all the information. Please ask them to repeat back to you their times so they don’t forget.