- a relaxing communication
1. Greeting & Welcoming Guests
Staff: “Good morning, welcome to [Hotel/Spa Name].”
Guest may answer: “Good morning, thank you.” / “Hello, nice to be here.”
Staff: “Good afternoon, how are you today?”
Guest may answer: “I am fine, thank you.” / “I am great, excited for my treatment.”
Staff: “Please, follow me.”
Guest may answer: “Thank you.” / “Sure, I’ll follow you.”
Staff: “Would you like some water or tea before your treatment?”
Guest may answer: “Yes, please, water.” / “Tea would be nice, thank you.”
Staff: “We hope you enjoy your visit.”
Guest may answer: “Thank you, I’m sure I will.” / “I’m looking forward to it.”
2. Booking & Appointments
Staff: “Do you have a spa appointment today?”
Guest may answer: “Yes, I have an appointment at 14:00.” / “No, I’d like to book one, please.”
Staff: “At what time would you like your treatment?”
Guest may answer: “I’d like 10:30, please.” / “Is 15:00 available?”
Staff: “We have different types of massages and treatments.”
Guest may answer: “Can you tell me more?” / “I’d like a massage, please.”
Staff: “Would you like a single treatment or a package?”
Guest may answer: “A single treatment, please.” / “I’ll take a package.”
Staff: “Would you like a 30, 60, or 90-minute massage?”
Guest may answer: “60 minutes, please.” / “90 minutes sounds good.”
Staff: “May I have your name, please?”
Guest may answer: “My name is John Smith.” / “It’s Sarah Lee.”
Staff: “Can you please confirm your treatment and time?”
Guest may answer: “Yes, Swedish massage at 14:00.” / “Facial treatment at 15:30, that’s correct.”
Staff: “Do you prefer a male or female therapist?”
Guest may answer: “Female, please.” / “Male is fine.”
3. Asking About Preferences & Comfort
Staff: “Do you like light, medium, or firm pressure?”
Guest may answer: “Medium, please.” / “Firm pressure, if possible.”
Staff: “Is the pressure comfortable for you?”
Guest may answer: “Yes, it’s perfect.” / “A little lighter, please.”
Staff: “Do you want me to focus on your back, shoulders, or legs?”
Guest may answer: “Back and shoulders, please.” / “Just my legs today.”
Staff: “Is the room temperature comfortable?”
Guest may answer: “Yes, it’s very nice.” / “It’s a little cold, please.”
Staff: “Would you like a pillow or extra towel?”
Guest may answer: “Yes, a pillow would be great.” / “No, thank you, I’m fine.”
Staff: “Do you prefer soft music or silence?”
Guest may answer: “Soft music, please.” / “I prefer silence, thank you.”
4. Health & Safety Questions
Staff: “Do you have any allergies?”
Guest may answer: “No, I don’t.” / “Yes, I am allergic to lavender.”
Staff: “Do you have sensitive skin?”
Guest may answer: “Yes, a little sensitive.” / “No, my skin is normal.”
Staff: “Are you allergic to any oils, creams, or products?”
Guest may answer: “No, I’m not allergic.” / “Yes, I can’t use almond oil.”
Staff: “Are you pregnant?”
Guest may answer: “Yes, I am.” / “No, I’m not.”
Staff: “Do you have any injuries, pain, or health conditions?”
Guest may answer: “I have back pain.” / “No, everything is fine.”
Staff: “Have you had any recent surgery?”
Guest may answer: “Yes, three months ago.” / “No, I haven’t.”
Staff: “This helps us give you a safe and comfortable treatment.”
Guest may answer: “I understand, thank you.” / “Sure, that’s fine.”
5. Spa Treatments Vocabulary
Massages:
- Swedish massage – light pressure, relaxation
- Deep tissue massage – strong pressure, muscle relief
- Hot stone massage – stones for warmth and relaxation
- Aromatherapy massage – massage with essential oils
- Thai massage – stretching and pressure points
- Reflexology – pressure on feet and hands
Facials:
- Hydrating facial – for dry skin
- Anti-aging facial – reduce wrinkles
- Brightening facial – for glowing skin
- Exfoliating facial – removes dead skin
- Rejuvenating facial – refreshes skin
Body treatments:
- Body scrub – removes dead skin, smooths skin
- Body wrap – nourishes and detoxifies skin
- Aromatherapy bath – relaxing bath with essential oils
- Mud bath – detoxifying and relaxing
Other services:
- Sauna – dry heat
- Steam room – moist heat
- Hot tub / Jacuzzi – warm water relaxation
6. Products & Ingredients Vocabulary
- Essential oils – lavender, peppermint, eucalyptus, rose
- Moisturizer / cream – hydrates skin
- Serum – concentrated skincare product
- Scrub / exfoliant – removes dead skin
- Clay / mud – detoxifying
- Herbal compress – warm herbs for massage
7. During Treatment Phrases
Staff: “Please relax and enjoy your treatment.”
Guest may answer: “Thank you.” / “I will, thanks.”
Staff: “I will be just outside if you need anything.”
Guest may answer: “Okay, thank you.” / “Sure, that’s fine.”
Staff: “Feel free to change position anytime.”
Guest may answer: “Thank you.” / “I will.”
Staff: “Is the pressure okay?”
Guest may answer: “Yes, it’s perfect.” / “A little stronger, please.”
Staff: “Would you like more or less pressure?”
Guest may answer: “Less, please.” / “More is fine.”
Staff: “Please breathe deeply and relax.”
Guest may answer: “I am, thank you.” / “Okay.”
8. After Treatment Phrases
Staff: “I hope you enjoyed your treatment.”
Guest may answer: “Yes, it was wonderful.” / “I feel very relaxed, thank you.”
Staff: “Here is your robe and towel.”
Guest may answer: “Thank you.” / “Thanks, that’s great.”
Staff: “Would you like some water or tea?”
Guest may answer: “Water, please.” / “Tea, thank you.”
Staff: “You can take your time to relax in the spa area.”
Guest may answer: “Thank you, I will.” / “Okay, that sounds good.”
Staff: “Would you like to book your next session now?”
Guest may answer: “Yes, please.” / “Not today, thank you.”
Staff: “We offer some products for home care if you like.”
Guest may answer: “Yes, I would like to see them.” / “No, thank you.”
Staff: “Thank you for visiting our spa. Have a wonderful day!”
Guest may answer: “Thank you, I will.” / “Thanks, you too.”
9. Polite Expressions & Guest Service Vocabulary
- Certainly – Yes, of course
- Right away – I will do it immediately
- Of course – Yes, gladly
- I’ll be happy to assist you
- Please enjoy your stay
- We are here to help you
- Thank you for coming to our spa
- We hope to see you again soon
10. Practical Guest Service Tips
- Always smile and make eye contact
- Speak slowly and clearly
- Use “please” and “thank you” often
- Listen carefully to guest preferences and complaints
- Offer help without waiting for guests to ask
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Useful vocabulary:
1. Greetings & Polite Expressions
| Word | Definition | Translation |
|---|---|---|
| Hello | a word to greet someone | |
| Good morning | hello in the morning | |
| Good afternoon | hello in the afternoon | |
| Good evening | hello in the evening | |
| Welcome | friendly word to say someone is here | |
| Please | polite word when asking | |
| Thank you | polite word after receiving something | |
| You’re welcome | polite answer to thank you | |
| Excuse me | polite word to get attention | |
| Sorry | polite word to apologize | |
| Yes | word to agree | |
| No | word to disagree | |
| Maybe | word to show uncertainty | |
| Goodbye | word to say farewell | |
| See you soon | polite farewell | |
| Have a nice day | polite farewell |
2. Booking & Appointments
| Word | Definition | Translation |
|---|---|---|
| Appointment | a time to meet for a service | |
| Reservation | booking a service before time | |
| Schedule | a list of times for services | |
| Available | a time that is free | |
| Confirm | say yes to a booking | |
| Cancel | remove a booking | |
| Change | modify a booking or plan | |
| Check-in | arrive and register | |
| Check-out | leave and pay | |
| Form | paper to write information | |
| Signature | write your name | |
| Booking | arrangement for service | |
| Discount | less money to pay | |
| Price | cost of service | |
| Cash | money in notes or coins | |
| Credit card | plastic card to pay | |
| Invoice | paper with payment information | |
| Gift card | card to use as payment | |
| Special offer | service with better price | |
| Promotion | special discount or offer | |
| Cancellation | ending a booking | |
| Reschedule | change the time of service | |
| Spa menu | list of spa services | |
| Treatment menu | list of treatments | |
| Package menu | list of service packages |
3. Spa Treatments – Massages & Body
| Word | Definition | Translation |
|---|---|---|
| Massage | moving hands on the body to relax | |
| Swedish massage | soft massage for relaxation | |
| Deep tissue massage | strong massage for muscles | |
| Hot stone massage | massage with warm stones | |
| Aromatherapy massage | massage with oils | |
| Thai massage | stretching and pressing the body | |
| Reflexology | massage on feet and hands | |
| Body scrub | rub the body to remove dead skin | |
| Body wrap | cover the body for care or detox | |
| Mud bath | bath with mud | |
| Aromatherapy bath | bath with oils | |
| Detox | remove bad things from the body | |
| Foot bath | bath for feet | |
| Foot soak | soak feet in water | |
| Hand treatment | care for hands | |
| Foot treatment | care for feet | |
| Stretching | move body slowly | |
| Pain relief | remove pain |
4. Facial & Skin Treatments
| Word | Definition | Translation |
|---|---|---|
| Facial | care for the face | |
| Hydrating | gives water to skin | |
| Anti-aging | helps skin look young | |
| Brightening | makes skin light and fresh | |
| Exfoliating | removes dead skin | |
| Rejuvenating | makes skin healthy and fresh | |
| Face mask | cream or mud for face | |
| Eye mask | cover for eyes | |
| Hair wrap | cover for hair | |
| Lotion | cream for skin | |
| Body butter | thick cream for skin | |
| Exfoliant | scrub to remove dead skin | |
| Soothing gel | gel to calm skin | |
| Relaxing cream | cream to help relax |
5. Spa Products & Equipment
| Word | Definition | Translation |
|---|---|---|
| Essential oils | liquids from plants for massage | |
| Moisturizer | cream for soft skin | |
| Serum | strong cream for skin care | |
| Scrub | product to remove dead skin | |
| Clay | soft earth for skin care | |
| Herbal compress | warm bag with herbs for massage | |
| Massage cream | cream to help massage | |
| Exfoliating glove | glove to scrub skin | |
| Body brush | brush to scrub skin | |
| Towel | cloth to dry body | |
| Face towel | small towel for face | |
| Robe | soft clothes to wear at spa | |
| Bathrobe | long robe for body | |
| Robe belt | belt for spa robe | |
| Spa slippers | soft shoes for spa | |
| Pillow | soft support for head or body | |
| Head pillow | small pillow for head | |
| Neck pillow | small pillow for neck | |
| Leg pillow | small pillow for legs | |
| Eye pillow | small pillow for eyes | |
| Hot towel | warm towel for body | |
| Cold compress | cold bag for body | |
| Spa basket | container for guest items |
6. Spa Facilities & Rooms
| Word | Definition | Translation |
|---|---|---|
| Spa treatment room | room for services | |
| Reception | place to welcome guests | |
| Receptionist | staff at reception | |
| Changing room | room to change clothes | |
| Locker room | room to keep clothes | |
| Shower area | place to wash | |
| Rest area | place to relax | |
| Spa garden | outdoor area for relaxing | |
| Pool | water area for swimming | |
| Jacuzzi | hot water with bubbles | |
| Steam room | hot wet air | |
| Sauna | hot dry room | |
| Aromatherapy room | room with oils |
7. Comfort & Guest Preferences
| Word | Definition | Translation |
|---|---|---|
| Light pressure | soft massage | |
| Medium pressure | normal massage | |
| Firm pressure | strong massage | |
| Back | part of body behind | |
| Shoulders | upper body near neck | |
| Legs | lower body from hips to feet | |
| Feet | bottom part of legs | |
| Hands | part at end of arms | |
| Arms | body part from shoulder to hand | |
| Neck | part between head and shoulders | |
| Head | top part of body | |
| Face | front part of head | |
| Eyes | organs to see | |
| Ears | organs to hear | |
| Mouth | part to eat or speak | |
| Nose | part to smell | |
| Skin | outer layer of body | |
| Hair | grows on head | |
| Comfortable | feel good | |
| Uncomfortable | feel bad | |
| Privacy | being alone | |
| Quiet | not loud | |
| Soft lighting | lights not strong | |
| Relaxing music | music to help calm |
8. Guest Interaction & Service
| Word | Definition | Translation |
|---|---|---|
| Client | guest in spa | |
| Treatment | service for body or face | |
| Service | help or work for guest | |
| Polite | showing good manners | |
| Smile | happy face | |
| Eye contact | look at someone’s eyes | |
| Listen | hear and understand | |
| Offer | give something | |
| Relaxation | feeling calm | |
| Luxury | very comfortable and high quality | |
| Comfort | feeling good | |
| Stress | feeling worried or tense | |
| Fatigue | feeling very tired | |
| Hydration | giving water to body | |
| Aromatherapy | using oils for relaxing | |
| Consult | talk about needs | |
| Questionnaire | form with questions | |
| Preference | what guest likes | |
| Spa etiquette | rules in spa | |
| Quiet voice | speak softly | |
| No phone | do not use phone |
9. Staff & Roles
| Word | Definition | Translation |
|---|---|---|
| Massage therapist | staff giving massage | |
| Spa manager | staff who manages spa | |
| Cleaner | staff who cleans spa | |
| Attendant | staff who helps guests | |
| Professional | staff who is skilled | |
| Receptionist | staff at reception | |
| Customer service | help for guests | |
| Polite behavior | good manners | |
| Time management | use time well | |
| Hygiene rules | rules for clean | |
| Safety rules | rules for safe | |
| Confidentiality | keeping guest information private |
10. Health & Wellness
| Word | Definition | Translation |
|---|---|---|
| Wellness | feeling healthy | |
| Health | good condition of body | |
| Fitness | keeping body strong | |
| Rehabilitation | care to heal body | |
| Meditation | quiet mind practice | |
| Mindfulness | focus on present | |
| Hydrotherapy | treatment with water | |
| Couples treatment | treatment for two | |
| Solo treatment | treatment for one | |
| Luxury spa | very comfortable spa | |
| Spa standards | rules for quality | |
| Luxury service | very high quality service | |
| Guest experience | how guest feels | |
| Feedback form | form for opinions | |
| Complaint | problem to report | |
| Satisfaction | how happy guest is |
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A dialogue, staff, guest:
1. Greetings & Polite Expressions
Staff: Hello! Welcome to Serenity Spa. How are you today?
Guest: Hello. I am fine, thank you. And you?
Staff: I am good, thank you. Please, follow me. Would you like some water or tea before your treatment?
Guest: Water, please. Thank you.
Staff: You are welcome. Please have a seat. Here is a comfortable chair. You can sit and relax.
Guest: Thank you. The chair is very comfortable.
Staff: We are happy to see you. If you need anything, please tell me.
2. Booking & Appointments
Staff: Do you have a spa appointment today?
Guest: Yes, I have one at 3:00 PM.
Staff: Great. May I have your name, please?
Guest: My name is Anna Smith.
Staff: Thank you, Ms. Smith. You booked a 60-minute Swedish massage, correct?
Guest: Yes, that is correct.
Staff: Do you prefer a male or female therapist?
Guest: Female, please.
Staff: Very well. I will prepare everything for you. Do you want a single treatment or a package?
Guest: Only a single treatment today.
Staff: Okay. Would you like a 60-minute or 90-minute massage?
Guest: 60 minutes, please.
Staff: Perfect. Your appointment is confirmed. Please take your time and relax while waiting.
3. Spa Treatments – Massages & Body
Staff: Today you will have a Swedish massage. Do you like light, medium, or firm pressure?
Guest: Medium, please.
Staff: Okay. Would you like me to focus on your back, shoulders, legs, or all parts?
Guest: Shoulders and back, please.
Staff: Very good. If the pressure is too strong or too soft, please tell me.
Guest: I will. Thank you.
Staff: We use massage cream and essential oils. They will help your muscles relax.
Guest: The smell is very nice. What oil is this?
Staff: This is lavender oil. It helps you feel calm and relaxed.
Guest: Wonderful. I like lavender.
Staff: During the massage, you can change position anytime. Please breathe deeply and enjoy.
4. Facial & Skin Treatments
Staff: We also have facial treatments. Do you want a facial today?
Guest: No, only massage today.
Staff: Of course. We offer hydrating, anti-aging, and brightening facials if you want next time.
Guest: Hydrating facial sounds nice.
Staff: Great! It gives water to your skin and makes it soft. We can book it for your next visit.
Guest: Yes, please. That is good.
Staff: After your massage, we can also do a foot treatment or hand treatment if you like.
Guest: Maybe next time. Today only massage.
5. Spa Products & Equipment
Staff: Please lie down on the massage table. Here is a pillow for your head.
Guest: Thank you. The table is comfortable.
Staff: Good. I will use massage cream and essential oils. These are lavender and peppermint.
Guest: Lavender smells very nice. What is peppermint for?
Staff: Peppermint helps you feel fresh and relieves tired muscles.
Guest: Oh, I like that.
Staff: I also have a hot towel for your shoulders and neck. It helps the muscles relax more.
Guest: Perfect. Thank you.
Staff: If you need a blanket or another pillow, please tell me.
6. Spa Facilities & Rooms
Staff: After your massage, you can relax in the spa garden or the rest area.
Guest: That is good. Is the pool open?
Staff: Yes, the pool and Jacuzzi are open. You can also use the steam room or sauna.
Guest: I like the sauna. Can I go there after my massage?
Staff: Of course. You can take your time. Please bring your robe and towel from the locker.
Guest: Thank you. How about the changing room?
Staff: The changing room is this way. It has lockers, towels, and slippers for your comfort.
7. Comfort & Guest Preferences
Staff: How is the room temperature? Is it comfortable?
Guest: Yes, it is very comfortable.
Staff: Would you like soft music or silence during the massage?
Guest: Soft music, please.
Staff: Okay. We have relaxing instrumental music or gentle nature sounds. Which do you prefer?
Guest: Nature sounds, please.
Staff: Very good. If you want to change the music, pillow, or lighting during the massage, just tell me.
Guest: Thank you. I will.
8. Guest Interaction & Service
Staff: Are you comfortable now, Ms. Smith?
Guest: Yes, I feel very relaxed.
Staff: That is good. During the massage, if anything is not comfortable, please let me know.
Guest: Okay, I will.
Staff: After your massage, would you like water or herbal tea?
Guest: Tea, please. Thank you.
Staff: You are welcome. Please take your time and enjoy your relaxation.
Guest: Thank you. Your massage is very nice.
Staff: I am happy you enjoy it. Your wellness and comfort are our priority.
9. Staff & Roles
Staff: My name is Lisa. I am your massage therapist today.
Guest: Nice to meet you, Lisa.
Staff: Nice to meet you too. If you need anything, I am here to help.
Guest: Thank you. I feel very safe and comfortable.
Staff: That is our goal. The spa manager and reception staff also make sure everything is perfect for you.
Guest: I can see that. Everyone is very polite and kind.
Staff: Thank you. We want all guests to feel welcome and relaxed.
10. Health & Wellness
Staff: Before we finish, may I ask about your health? Do you have any injuries, pain, or sensitive skin?
Guest: No injuries. My skin is normal.
Staff: Good. This massage will help you relax, reduce stress, and make your body feel better.
Guest: I already feel relaxed.
Staff: Wonderful. Would you like to book your next session now?
Guest: Yes, please. I would like another Swedish massage next week.
Staff: Perfect. We will schedule it for you.
Guest: Thank you very much. I will come again soon.
Staff: We look forward to seeing you again. Enjoy your wellness and have a nice day!
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