General

Question 1

How many different locations do we have?

Answer 1

4 Locations ( Body & Sol, Sea-renity Beach Spa, Beach Tiki at Silver Surf, Spa at Bali Hai)

Question 2

IGNORE TILL SOL OPENS
On most weekdays the Reservation list on site at Body & Sol is answering which 2 lines in Grasshopper?

Answer 2

Body & Sol 941-650-5441

Spa at Bali Hai
941-920-1591

Question 3

Where is Body & Sol located?

Answer 3

On the north end of Anna Maria across from the Sandbar Restaurant, upstairs from Ginny and JaneE’s the popular cafe and gift store

Question 4

Is the Spa at Bali Hai open to the public?

Answer 4

Yes. We see outside guests all the time. In fact, you are entitled to a complimentary day pass for the Bali Hai Resort when you book a spa service.

Question 5

What hours are we open ?

Answer 5

Spa services are available by appointment 7 days a week, although we don’t usually offer facials or nails on Sundays. The Reservation Line is open 9am -7:30pm

Question 6

Which locations offer facials?

Answer 6

Body & Sol TEMPORAILY AT SEA
Spa at Bali Hai

Question 7

How many different phone numbers do we have on Grasshopper?

Answer 7

3 on Grasshopper
941-650-5441 SOL
941-920-1591 BALI
941-201-3289 SEA*

• Sea’s advertised number is actually its landline: 941-779-6836

Question 8

How long is Anna Maria Island? What are 3 cities on Anna Maria Island?

Answer 8

7.5 miles
South = Bradenton Beach
Mid = Holmes Beach
North = Anna Maria aka “North end”

Question 9

Where is the BeachHouse restaurant? Where is the Sandbar restaurant?

Answer 9

Great landmarks since they are both long-time restaurants with the same owner . BeachHouse is near Sea-renity (although not on Bridge st) and Sandbar is right across from Body & Sol. Both offer toes in the sand dining.

Question 10

Who are our biggest island competitors?

Answer 10

Aluna Spa, Aveda Spa and Salon and to some extent Salon Salon. Look them up!

Question 11

What’s a great thing to say to a customer on their way out?

Answer 11

If you’re the type to write reviews – we really do appreciate them! The QR code on our shop coupon will send you direct to review sights. We love them all - facebook, google, trip advisor, yelp!

Question 12

Do we have appointments on Sundays?

Answer 12

Yes we do have appointment on Sundays. We do not have a front desk at Sol, only Searenity. We are typically closed for services Sunday evening.

Question 13

IGNORE TILL SOL OPENS
What Service do you offer at Body and Sol?

Answer 13

Body and Sol offers Facials, Massage, and Nails Services. ( Yoga is also available through Island Yoga Space & Hair Services if applicable)

Question 14

How can I cancel or reschedule my appointment if needed?

Answer 14

Keeping in mind the 24 hour policy, all changes / cancels must be handled over the phone.

Question 15

Is there a minimum age requirement for facial or massage treatments?

Answer 15

There is not, but the parent must sign an intake sheet. Children 12 and under must have a present in the room with them. 13-17 year old girls, we only book FEM. 13-17 year old boys EIT (based on request). Please note that some providers won’t work on minors. See the list posted at Sea and Sol front desks.

Question 16

What is your basic massage?

Answer 16

We don’t do basic ! We’re a little different than most “spas.” We include hot towels (not at tiki!), pain -relieving liniment (sombra) and any pressure that you need from light to deep – all for one price.

Question 16

Who is AMBR?

Answer 16

Anna Maria Beach Resort is a sister property to the Bali Hai. It is barely 2 blocks from Bali and more expensive than Bali. Their front desk sometimes texts us on behalf of their guests. be sure to notify AMBR front desk via grasshopper Bali line so they can provide their guest with a parking pass to use at Bali

Question 17

What is lead time?

Answer 17

Lead time is the amount of notice a provider needs in order to come in for a same day booking.

Question 18

What is default lead time?

Answer 18

75 minutes. Unless scheduled provider indicates otherwise. Some are coming from SRQ (Nikki and Caegan)

Question 19

How do providers communicate changes in lead time, or where they are during extended breaks?

Answer 19

Daily thread

Question 20

What is “true time?”

Answer 20

Ture clock time is not “spa time” , meaning your one hour massage is truly 60 minutes of hands-on bodywork

Question 21

What exactly is the cancellation policy?

Answer 21

We have a strict 24 hour cancelation policy and would need to know any appointment changes before that time. We also hold a card on file to secure the reservation.

Question 22

Do you charge my credit card in advance?

Answer 22

Not until the day of service. Sometimes for holidays I will say 24 hours prior to appointment. And in the case of a super sketchy caller (you know the type) tell them we charge the day before – then make sure we run it the day before. There’s no way for us to know in advance if the card will decline unless we run it.

Question 23

What is CCOF

Answer 23

Charge card on file
As in, “I’m booking this for my wife, please run it since I’m not going to be on the trip”

In this case we then politely say- how would you like to handle the gratuity? Send her with cash? That would be best.

If the guest insists, we can add tip to the card and the Vagaro note would look like this:

CCOF + 20% or CCOF + cash tip

Question 24

How does a guest pre-pay for a service?

Answer 24

It is best to do this via a gift certificate or simply CCOF

Question 25

How do I mark an appointment for a new guest?

Answer 25

NNR = New non request

Question 26

How do I indicate that a specific provider has been requested by a guest?

Answer 26

RR=return request or NR= new request in both cases you include REQ in the notes with details

Question 27

What is RNR?

Answer 27

Return no request

Question 28

Where do I indicate extra details the guest has shared? Like "focus on neck" or tip off the provider that the guest is local?

Answer 28

All in the Vagaro appointment notes

Question 29

How do i create a pop up note and why would I?

Answer 29

Put a note in the Vagaro guest profile because: -Allergy -PIA -Heads up for better customer service (i.e. last time provider accidentally shorted this guest 15 MINS, so please extend next booking by 15 without charge) -Amanda told you to- lol

Question 30

What's a PIA?

Answer 30

Pain in the ass = code for potentially (or definitely ) challenging guest.

Question 31

Are your people certified? or registered? or whatever?

Answer 31

Each and every one of our proivders is licensed by the state of Florida

Question 32

I'm Canadiaan, can you give me a receipt for my insurance?

Answer 32

yep. Canadiaans get a certain number of free massages a year from their Universal health Coverage!! Amanda has saved a receipt in the google drive that we modify and send to them, that is better than the receipt that Vagaro generates. Please advise guest that a "Canadian receipt" takes 48 hours to process.

Question 33

What does "verify a gift certificate" mean?

Answer 33

Reservationists are required to verify the status and balance of a gift certificate so the checkout goes smoothly for the provider. The easiest way is to have the guest text a pic of their cert to the appropriate grasshopper number. If you can't find the cert in Vagaro, then ask Amanda for help.

Question 34

How come the gift certs with the really long numbers aren't visible in Vagaro?

Answer 34

Because VG limits to 16 characters. If there is more than 16 characters, input the last 16 not the first 16.

Question 35

What time do we close?

Answer 35

Services are avaible daily by appointment. We start as early as 8-8:30am and end around sunset

Question 37

What color are Sea-renity Bridge St appointments?

Answer 37

Orange

Question 38

What color are Spa at Bali Hai appointments?

Answer 38

Purple

Question 39

What color on Vagaro are Searenity Beach Tiki appointments?

Answer 39

Teal

Question 40

Do we do bridal hair and makeup?

Answer 40

Yes! For almost 20 years. We have a wedding stylist coordinator named Chelsea. Advise your caller to complete the form on annamariadayspa.com for brides. The website lists all pricing and services. Chelsea will contact Bride within 48 hours. She is the only one with access to the bridal calendar.

Question 42

Which location has not yet recovered from hurricanes?

Answer 42

Body & Sol Spa and Wellness on the north end above Ginny and JaneEs. ETA mid-may/early June

Question 43

Which 2 north end locations are close together?

Answer 43

Sol and Bali

Question 44

Which 2 south end locations are close together

Answer 44

Sea and Tiki

Question 45

How do we make sure there is enough travel time between locations?

Answer 45

Vagaro has a 15 minute buffer included in each service. Same location: no additional time/space needed Nearby location: 15 additional minutes needed = 1 white block in between Across island locations: 30 additional minutes needed= 2 white blocks in between

Question 46

Why do we always try to book the first available appointment?

Answer 46

Because we may need the later slots for later inquiries. Also, the guest may change their mind. Example: Guest: What do you have in the next few days? Rez: Well today we could do 3pm Guest: What do you have tomorrow? Rez: We start as early as 8:30 am (pause) or some options later in the day

Question 47

What are the 4 Appt Types?

Answer 47

NR - New Request (ex. my sister had Karley last year and I want to try her) NNR- New Non Request (most common) RR- Return Request (applies to a specific provider that you list in the appt notes) RNR- Return Non Request (ex. I saw Caegan last time, but I'm good with anyone who is available.

Question 48

Whats the deal with Resort Passes at Bali?

Answer 48

A resort pass is available to anyone (outside guest) not staying at Bali who is getting a spa service. One pass per service. Ie. can my boyfriend use the pool while i get a facial? Answer: only if you purchase a resort pass for him at resortpass.com $25