ASEAN SPA SERVICES STANDARD

1 One vision one identity one communityASEAN SPA SERVICES @ASEANASEANASEAN: A Community of Opportunities ASEAN SPA SERVICES STANDARDThe ASEAN SecretariatJakartaASEAN Spa SERVICES StandardThe Association of Southeast Asian Nations ( ASEAN ) was established on 8 August 1967. The Member States of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia, Myanmar, Philippines, Singapore, Thailand and Viet Nam. The ASEAN Secretariat is based in Jakarta, inquiries, contact:The ASEAN SecretariatPublic Outreach and Civil Society Division70A Jalan SisingamangarajaJakarta 12110 IndonesiaPhone : (62 21) 724-3372, 726-2991 Fax : (62 21) 739-8234, 724-3504E-mail : Catalogue-in-Publication DataASEAN Spa SERVICES StandardJakarta: ASEAN Secretariat, January ASEAN Tourism 2. Health Treatments Spa Service GuidelinesISBN 978-602-0980-75-1 General information on ASEAN appears online at the ASEAN Website: The text of this publication may be freely quoted or reprinted, provided proper acknowledgement is given and a copy containing the reprinted material is sent to Public Outreach and Civil Society Division of the ASEAN Secretariat, JakartaCopyright Association of Southeast Asian Nations ( ASEAN ) rights reservedThe Association of Southeast Asian Nations ( ASEAN ) was established on 8 August 1967.

2 The Member States of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia, Myanmar, Philippines, Singapore, Thailand and Viet Nam. The ASEAN Secretariat is based in Jakarta, inquiries, contact:The ASEAN SecretariatPublic Outreach and Civil Society Division70A Jalan SisingamangarajaJakarta 12110 IndonesiaPhone : (62 21) 724-3372, 726-2991 Fax : (62 21) 739-8234, 724-3504E-mail : Catalogue-in-Publication DataASEAN Spa SERVICES StandardJakarta: ASEAN Secretariat, January ASEAN Tourism 2. Health Treatments Spa Service GuidelinesISBN 978-602-0980-75-1 General information on ASEAN appears online at the ASEAN Website: The text of this publication may be freely quoted or reprinted, provided proper acknowledgement is given and a copy containing the reprinted material is sent to Public Outreach and Civil Society Division of the ASEAN Secretariat, JakartaCopyright Association of Southeast Asian Nations ( ASEAN ) rights reservedASEAN SPA SERVICES STANDARDiASEAN Spa SERVICES STANDARD - IndexI.

3 ASEAN SPA SERVICES STANDARD1. Preface 1 2. Introduction 1 3. Scope 2 4. Terms and Definitions 2 Spa 2 Types of Spas 3 Day Spa 3 Club Spa 3 Hotel / Resort Spa 3 Mineral Spring Spa 3 Cruise Ship Spa 3 Destination Spa 3 Aromatherapy 3 Client 3 Establishment 3 Hydrotherapy 3 Massage 3 Massage techniques 4 Natural Resources 4 Spa Cuisine 4 Spa SERVICES 4 Spa Manager 4 Spa Trainer 4 Therapist 4 Top Management 4 Traditional Massage 4 Traditional and Cultural Treatments 5 Treatment 5 Wellness 5 5. Major Criteria and Requirements 5 The Place 5 Location 5 Reception 5 Treatment Areas 5 Cleanliness 5 Construction 6 Wet Areas 6 Safety 6 Lighting 6 Ventilation 6 Waste Management 6 Client Facilities 6 Decoration 6 Music 6 INDEXiiASEAN Spa SERVICES STANDARD - Index Furniture 6 Accessibility 6 Back Office Areas 7 The Service 7 Operating Hours 7 Consultations 7 Menu 7 Protocols 7 New Protocols 7

4 Spa SERVICES 7 Traditional and Cultural SERVICES 9 Staffing Levels 16 The People 16 Age 16 Health 16 Language 17 Grooming 17 Servicing Etiquette and Demeanor 17 Qualifications and Training 17 Working Practices 17 The Products 17 Products 17 Benefits 17 Certification 18 Quality Control 18 Inventory Control 18 Usage 18 Storage 18 Hygiene 18 The Equipment 18 Suitability 18 Maintenance 18 Safety 18 Legal Conformance 19 Cleanliness 19 Management 19 Management 19 Quality System Documentation 19 SERVICES Protocol Manual 19 human resource Management 19 Security management 20 Communications 20 Marketing Plan 20 Emergency Plan 20 First-Aid 20 Liability Insurance 21 System Review 21 Environmental Practices 21 Environmental policy 21 Products 21 iiASEAN Spa SERVICES STANDARD - Index Furniture 6 Accessibility 6 Back Office Areas 7 The Service 7 Operating Hours 7 Consultations 7

5 Menu 7 Protocols 7 New Protocols 7 Spa SERVICES 7 Traditional and Cultural SERVICES 9 Staffing Levels 16 The People 16 Age 16 Health 16 Language 17 Grooming 17 Servicing Etiquette and Demeanor 17 Qualifications and Training 17 Working Practices 17 The Products 17 Products 17 Benefits 17 Certification 18 Quality Control 18 Inventory Control 18 Usage 18 Storage 18 Hygiene 18 The Equipment 18 Suitability 18 Maintenance 18 Safety 18 Legal Conformance 19 Cleanliness 19 Management 19 Management 19 Quality System Documentation 19 SERVICES Protocol Manual 19 human resource Management 19 Security management 20 Communications 20 Marketing Plan 20 Emergency Plan 20 First-Aid 20 Liability Insurance 21 System Review 21 Environmental Practices 21 Environmental policy 21 Products 21 iiiASEAN Spa SERVICES STANDARD - Index Cleaning 21 Linens 21

6 Manuals and Brochures 21 Packaging 21 Gardens 21 Electricity 22 Water 22 Garbage 22 Community 22 Remote, Isolated or Wilderness Location 22 II. ASEAN SPA SERVICES STANDARD - PROCEDURE FOR ASSESSMENT AND CERTIFICATION1. Scope 252. Definitions 253. Status of Inspection Body 264. Composition and authorities of Nation Tourism Organization (NTO) 26 Composition 26 Authorities of Nation Tourism Organization (NTO) 26 Meeting 275. Qualification of the Applicant 276. Certification 277. Conditions for the Certified Entity 288. Surveillance and Assessment for Recertification 299. Suspension and Withdrawal of Certification 30 Suspension of Certification 30 Withdrawal of Certification 3010.

7 Appeal and Complaint 31 Appeal 31 Complaint 3111. Cancellation of Certification 3112. Confidentiality 3213. Others 32 APPENDIX APPENDIX A Confidentiality Agreement 35 APPENDIX B Conflict of Interest Agreement 39 III. ASEAN SPA SERVICES STANDARD - REGULATION FOR ASSESSMENT AND CERTIFICATION1. Scope 452. Definitions 453. Procedure of Receiving the Application for Certification 464. Procedure of Initial Self-Assessment by the Applicant 465. Procedure of Assessment for Certification 47 General 47 Appointing the Inspectors 47 Evaluating the Supporting Documents of the Application and Establishing the Audit Plan 48 ASEAN Spa SERVICES Standardiv Auditing the Service and the Implementation According to the Requirements of ASEAN Spa SERVICES STANDARD at the Premise 48 Evaluating the Audit Result and Preparing the Audit Report 506.

8 Surveillance 517. Assessment for Recertification 52 APPENDIX APPENDIX A Application Form for Certification in ASEAN Spa SERVICES STANDARD 55 APPENDIX B Requirements of the Qualification and the Experience for the Inspectors of ASEAN Spa SERVICES STANDARD 59 APPENDIX C Name List of Audit Participants 67 APPENDIX D Audit Plan 71 APPENDIX E Audit Checklist 75 APPENDIX F Non-Conformity Report 101 APPENDIX G Audit Report at the Premise 105 APPENDIX H Corrective and Preventive Action Plan from the Audit 111 APPENDIX I Audit Report 115 ASEAN Spa SERVICES Standardiv Auditing the Service and the Implementation According to the Requirements of ASEAN Spa SERVICES STANDARD at the Premise 48 Evaluating the Audit Result and Preparing the Audit Report 506. Surveillance 517.

9 Assessment for Recertification 52 APPENDIX APPENDIX A Application Form for Certification in ASEAN Spa SERVICES STANDARD 55 APPENDIX B Requirements of the Qualification and the Experience for the Inspectors of ASEAN Spa SERVICES STANDARD 59 APPENDIX C Name List of Audit Participants 67 APPENDIX D Audit Plan 71 APPENDIX E Audit Checklist 75 APPENDIX F Non-Conformity Report 101 APPENDIX G Audit Report at the Premise 105 APPENDIX H Corrective and Preventive Action Plan from the Audit 111 APPENDIX I Audit Report 115 ASEAN Spa SERVICES Standard1 ASEAN Spa SERVICES StandardIASEAN Spa SERVICES Standard2 ASEAN Spa SERVICES Standard2 ASEAN Spa SERVICES Standard11. Preface The objective of this STANDARD is to develop an Association of South East Asian Nations ( ASEAN ) Spa STANDARD with a certification process which will increase the quality of human resources, SERVICES and facilities in the ASEAN spa industry, with a unified spa industry agreement across ASEAN members states.

10 The STANDARD will establish a professional level of spa; place, service, people, products, equipment, management and environment, which will enable spa operators and spa clients to benefit from a collective approach to operational professionalism and client wellbeing, while still being respectful of cultural nuances. The development of ASEAN Spa STANDARD will also ensure the implementation of ASEAN Tourism Strategic Plan (ATSP) 2011-2015 which was adopted by ASEAN Tourism Ministers that chart out measure : Develop an ASEAN Spa STANDARD with a certification process. With the growth of the Spa industry around the world, the increasing demand for everything Asian , and the exploitation of Traditional Treatments, the introduction of an ASEAN Spa STANDARD that defines an ASEAN STANDARD while being respectful of cultural diversity and traditional heritage has been drafted for ASEAN Standards.