Create a Signature Luxury Experience for High-Value Guests

Set up the Royal Luxury service as a standalone service in Zenoti master data with full metadata: service name, category, description, duration, pricing, and the specific provider(s) qualified to deliver it.

Write the service description carefully — this is what guests see when booking online or in the CMA. For a premium service, the description should communicate the experience, not just the service name.

Assign the service only to qualified providers. Zenoti allows you to set provider-service capability at the staff profile level — this prevents the service from being accidentally assigned to an unqualified provider.

Navigate: Master data > Services > Add Service | Fill: name, category, duration, price, description | Assign qualified providers: Master data > Employees > [Provider Profile] > Services tab

Create a Royal Luxury-specific service form that captures: guest skin goals for this session, known sensitivities, pressure and temperature preferences, and post-treatment observations. This is not optional for a premium service.

Link the form to the Royal Luxury service so it is automatically associated with every appointment. Providers should complete it before closing the session.

FD can review the completed form from the previous visit via Guest Profile > Forms tab before the guest arrives, so the pre-arrival briefing is specific rather than generic.

Navigate: Master data > Services > [Royal Luxury Service] > Forms tab > assign consultation/treatment note form | View completed forms: Guest Profile (from Appointment Book) > Forms tab

Configure a brief pre-service intake form to be sent to the guest before their Royal Luxury appointment. The form should ask 2–3 focused questions: primary skin concern for this visit, any sensitivities or changes since the last session, and one personal preference (music, lighting, pressure intensity).

For a premium service, receiving this form signals care before the guest has even arrived. The provider reviews it before the session begins.

This form is different from the treatment notes form. The intake form goes to the guest; the treatment notes form is completed by the provider after the session.

Navigate: Master data > Services > [Royal Luxury Service] > Forms tab > assign intake/consultation form | Configure to send via SMS/email: Configurations > search 'Service form notification' > enable pre-service form delivery

After the first Royal Luxury session, FD or the provider records the guest's specific preferences as a Check-in Note on the guest profile: preferred temperature, favourite music type, whether she prefers the provider to talk during the session or work in silence, any products she reacted positively or negatively to.

On every subsequent Royal Luxury visit, these notes auto-surface when the guest is checked in — so the experience improves with each visit, not resets.

Navigate: Guest Profile (open from Appointment Book) > Notes section > Add Note > set Note Type = Check-in Note

Configure premium add-on services linked to Royal Luxury: for example, a Gold Mask Add-on (15 min), Caviar Eye Treatment (10 min), or Scalp Ritual (10 min). These should be priced at a premium and kept short enough to fit within the existing appointment or require minimal schedule adjustment.

Enabling 'Use For Upsell' on the add-on ensures it is available for FD to offer at check-in when appropriate.

Navigate: Master data > Services > [Royal Luxury Service] > Add-Ons tab > select premium add-on services | Check 'Use For Upsell' to enable at POS

The Royal Luxury service should be introduced to your existing loyal, high-frequency guests first — not broadcast to your full guest list. These guests already trust your brand and are the most likely to try a premium experience.

Use Marketing > Target Segments to build a list of: guests with 10+ visits in the last 18 months, OR guests with an average invoice above a defined threshold, OR guests who have previously booked facial services.

Reach out personally via SMS or email with language that reflects the exclusivity of what you are offering — not a mass campaign format.

Example: 'We wanted to let you know first, [Name] — we've just launched something new that we think you'll genuinely love. [Provider] would love to walk you through it.'

Navigate: Marketing > Target Segments > Add Segment > filter by: Number of Previous Visits > 10 + Service Category: Facial | OR filter by: Average Invoice Value > [threshold] | Save and use in Email/SMS campaign

For Royal Luxury bookings, the automated appointment confirmation and reminder messages should have premium language — not the same template used for a standard blowdry booking.

Example SMS: 'Hi [Name], your Royal Luxury session with [Provider] is confirmed for [Date] at [Time]. We're preparing everything to make it exceptional. See you then.'

Update the appointment reminder template specifically for the Royal Luxury service category, or use a service-specific template if Zenoti supports it in your configuration.

Navigate: Configurations > search 'Templates for email and text' > Appointment Reminder template > Edit > update language for Royal Luxury tone > Save

In the first 4–6 weeks after launch, send a personal follow-up message to every Royal Luxury guest after their session. Ask for specific feedback, not just a star rating.

Use this feedback to identify what is landing well and what needs refinement in the surrounding experience before the service has a wider audience.

Navigate: Configurations > search 'Templates for email and text' > Post-Visit / Thank You template > Edit > add feedback request prompt > Save

For Royal Luxury appointments, the pre-arrival review must involve the provider, not just FD. The provider should review the intake form and guest profile at least 15 minutes before the guest arrives.

The provider should know: the guest's skin goals for this session, any preferences recorded from previous visits, whether this is a first Royal Luxury visit or a return, and any completed service forms from earlier sessions.

FD reviews appointment notes and Check-in Notes. Provider reviews the intake form and treatment history. Both should be briefed before the guest steps through the door.

Navigate: Appointment Book > open guest appointment block > Guest Profile icon | Review tabs: Forms (intake + previous treatment notes), Notes (Check-in Notes), Appointments (visit history)

FD adds appointment-level notes for the session confirming any specific preparations: room assignment, add-on already agreed at booking, refreshment preference if known.

This prevents any last-minute scramble when the guest arrives and ensures the room is ready before check-in begins.

Navigate: Appointment Book > [Appointment Block] > three dots (…) > Add Notes

The Royal Luxury check-in should feel distinct from the standard check-in flow. The provider should be present at the front desk when the guest arrives — not called from the back room.

Avoid any standard POS questions the guest has already answered via the intake form. Reference the form instead: 'We got your intake form — [Provider] has reviewed your notes and is all set for today.'

Navigate: Appointment Book > right-click appointment block > Check In guest | Check-in Notes auto-surface if configured on guest profile

If the guest's intake form indicates a specific skin concern (e.g., dehydration, sensitivity around the eye area), FD or the provider can offer a relevant premium add-on at check-in — framed as a targeted recommendation, not a standard upsell.

Example: 'You mentioned in your form that you've noticed some dryness around your eyes lately — [Provider] thought the Caviar Eye Treatment would work really well with today's session. It adds 10 minutes. Would you like to include it?'

Add the service directly to the appointment from POS if the guest agrees.

Navigate: Appointment Book > click appointment block to open Appointment Info panel > Add Service button > select the premium add-on

Premium service guests typically visit less frequently than standard guests — but when they do, they spend significantly more. Securing the next Royal Luxury appointment at checkout is critical.

Do not leave rebooking to the post-visit email. The checkout conversation is the highest-intent moment: 'Shall we look at getting your next Royal Luxury session in the diary? We only have a limited number of slots per week.'

The limited availability framing is honest (Royal Luxury requires specific qualified providers) and reinforces the premium nature of the service.

Navigate: Appointment Book > New Appointment > select guest > select Royal Luxury service and qualified provider > confirm time slot

Ensure the Royal Luxury service is visible and bookable in the Zenoti Webstore and CMA with a premium service description. For guests who self-book, the description is the only sales material they see — make it reflect the quality of the experience.

Check that the service is listed under the correct category so it appears cleanly in the service menu, and that the qualified provider list is accurate.

Navigate: Admin > Organization > Online Booking

Configure a dedicated post-visit message for Royal Luxury bookings that includes specific aftercare guidance relevant to the treatment — not the generic post-visit template used for all services.

Example: 'Thank you for your Royal Luxury session today, [Name]. A few aftercare notes from [Provider]: avoid direct sun for 24 hours, keep skin hydrated with a light serum, and avoid heavy makeup for the rest of the day. You're going to love the results.'

Close with a natural rebook prompt: 'When you're ready for your next session, reply to this message or call us — we'll save a slot.'

Navigate: Configurations > search 'Templates for email and text' > Post-Visit / Thank You template > Edit > create Royal Luxury-specific version > Save

Add a webstore announcement or featured service banner highlighting the Royal Luxury service for guests who visit your online booking page. Use the banner to communicate the premium positioning without heavy promotional language.

Example: 'Now available: Royal Luxury — our most elevated treatment experience. Enquire or book directly.'

Navigate: Admin > Organization > Consumer Apps > Webstore Configurations > Announcement Banner | Add Royal Luxury promotional text and booking link

At the start of any shift with a Royal Luxury appointment booked, FD flags it during the morning huddle: 'We have a Royal Luxury at [time] with [Provider]. Let's make sure the room is prepared, the intake form has been reviewed, and the guest is greeted at the door.'

This ensures the whole team treats a Royal Luxury booking as a distinct event, not just another appointment on the schedule.

Establish a fixed protocol for every Royal Luxury session: 15 minutes before the guest arrives, the provider reviews the intake form, reads any Check-in Notes, and confirms the room setup is complete.

The provider does not start room preparation after the guest has arrived. By the time the guest is at the front desk, everything must already be ready.

Define the exact room setup standard for Royal Luxury: temperature, lighting level, music type, product layout, towel presentation, refreshment placement. Write it down and post it in the treatment room.

The standard should be consistent across all providers delivering the service. A Royal Luxury guest should get the same room setup whether her provider is the owner or a new therapist.

For Royal Luxury guests, both FD and the provider should be present at the moment of arrival where possible. The provider walking out to greet the guest personally at the front desk — rather than being announced over the intercom — is the single highest-impact gesture in the premium experience.

Train this as a non-negotiable standard for Royal Luxury, not an occasional nice-to-have.

Providers must complete the Royal Luxury treatment notes form immediately after the session ends — while the details are fresh and before the next appointment begins.

These notes are the foundation of the personalised experience on the next visit. A blank form means the next session starts from scratch rather than building on what came before.

The provider escorts the Royal Luxury guest to the checkout desk and makes a personal transition: 'It was genuinely a pleasure today, [Name] — I've updated your notes from this session so we can build on it next time.'

This 15-second moment closes the premium experience loop. It signals care, continuity, and accountability.

Train all front desk and provider staff who interact with Royal Luxury guests that this service sits in a different category from the rest of the menu. The standard of conversation, preparation, and follow-through should reflect that.

Run a dedicated 30-minute training session before the first Royal Luxury guest appointment. Cover: pre-session review, greeting protocol, add-on framing, checkout conversation, and rebook approach. Repeat quarterly as new staff join.

If the loyalty program is active, Royal Luxury guests accrue a meaningful points balance from a single session due to the higher spend. Share this explicitly at checkout: 'You've earned [X] points from today's session — that's your highest single-visit earn.'

This reinforces that choosing the premium service has a tangible reward dimension, not just an experience one.

Navigate: Guest Profile (from Appointment Book) > Points tab | Or visible on: Take Payment > Collect Payment > POINTS tab

If a premium membership tier exists (or could be created), position it at checkout for Royal Luxury guests who have visited more than once: 'Since you've been enjoying Royal Luxury, our [Membership Name] membership might make sense — it covers one session per month at a preferential rate and includes [benefit].'

Keep the pitch brief and factual. If it makes financial sense for the guest, she will respond. Do not over-explain.

Navigate: Appointment Book > right-click appointment block > Auto Charge Membership | Membership setup: Master data > Memberships > [Membership Name] > configure service credits and benefits

For a guest's first Royal Luxury session, treat checkout as a welcome-to-premium moment, not just a payment transaction.

Example: 'This was your first Royal Luxury session — we really hope it felt as different as it's meant to be. [Provider] left some personal notes for your next visit, so we'll be building on today.'

A complimentary product sample appropriate to the treatment is a proportionate gesture for a first premium visit — it adds tangible value without being expensive.

From the second Royal Luxury visit onwards, FD and the provider should open every interaction with a reference to the previous session: 'Last time you mentioned the eye area was a focus — [Provider] has planned the session around that today.'

This is the core of premium loyalty: the experience improves with each visit because the team is actively building on the relationship, not resetting it.

FD adds a brief checkout note after every Royal Luxury appointment: what was discussed, any add-on accepted or declined, rebook status, any preference expressed by the guest for next time.

The provider's completed service form sits in the Forms tab. The FD checkout note sits in the Notes tab. Together, they give any staff member a complete picture of the relationship before the next visit.

Navigate: Guest Profile (from Appointment Book) > Notes tab > Add Note | Provider: open appointment > complete treatment notes form after session ends

Track Royal Luxury service revenue and booking volume week over week. In the first 3 months after launch, this is the primary measure of whether the service is gaining traction with the right guests.

Compare Royal Luxury volume against your standard facial service volume to understand the mix. A healthy premium service gradually grows its share without cannibalising standard bookings.

Navigate: Reports > Finance > Sales > Sales Accrual - Service (Category) | Filter by Service Category: Royal Luxury + date range | Compare volume and revenue vs. standard facial category

Track what percentage of guests who book a Royal Luxury session return for a second one. This is the most direct measure of whether the premium experience is delivering on its promise.

A Royal Luxury guest who does not return is telling you something specific: the experience did not justify the price in her view. Investigate via the Feedback report before adjusting service delivery.

Navigate: Reports > search 'Guest Retention' > Guest Retention report (v2) > filter by Service Category: Royal Luxury + date range

Zenoti tracks this as 'Average Invoice Value'. Royal Luxury bookings — especially with add-ons — should be lifting your center-wide ATV. Monitor this monthly to confirm the premium service is having a positive revenue impact.

If ATV is flat despite Royal Luxury bookings, check whether add-ons are being offered at check-in consistently or whether the service is filling slots that were previously occupied by higher-frequency standard bookings.

Navigate: Reports > search 'Salon Summary' > Salon Summary report (v2) > guest and invoice metrics section

Track that treatment notes forms are being completed for every Royal Luxury session. For a premium service, a missing form is not just a process gap — it means the personalisation that defines the premium experience cannot happen on the next visit.

Review weekly. Any missed form should be followed up with the relevant provider before the next Royal Luxury session is delivered.

Navigate: Reports > Loyalty > Guest Forms report | Filter by service: Royal Luxury + date range to see submission rates

Zenoti does not support NPS scores. The Feedback report captures ratings and feedback by guest, service, and provider. For Royal Luxury, this report should be reviewed weekly — not monthly — in the first 3 months after launch.

Filter specifically by Royal Luxury service. Look for feedback referencing the room experience, provider interaction, and value for money. These three signals tell you whether the premium experience is landing across all three dimensions.

Navigate: Reports > search 'Feedback' > Feedback report (v2) > filter by Service: Royal Luxury + date range

FD covers the gap by reviewing the form briefly with the guest at check-in: 'I just want to confirm a couple of details from the form you sent us — is your skin goal still [X] for today?'

This is a recovery step, not a standard process. Address the root cause in the next team huddle — provider briefing is mandatory, not optional, for Royal Luxury.

FD manages the wait gracefully with a refreshment and a brief explanation — without apology language that undermines confidence. Offer to review her preference notes while the room is prepared.

Escalate to ensure this does not happen a second time. Room preparation must be complete before check-in begins — this is a protocol failure, not a one-off.

The provider conducts a brief 3-minute verbal consultation at the start of the session and records the responses in the treatment notes form. Do not skip the consultation — it is the foundation of the personalised session.

FD follows up after the appointment to confirm the guest received the intake form link and ask if the delivery method (SMS vs. email) needs to be updated for next time.

Accept without any follow-up pressure: 'Absolutely — we can look at it another time if it feels right.' Record the decline in the guest profile.

Do not repeat the same add-on offer on the next visit without a new reason or a new intake form signal.

Navigate: Appointment Book > [Appointment Block] > three dots (…) > Add Notes | Record: 'Add-on declined [date] — do not repeat without new signal from intake form'

Run the Feedback report (v2) filtered by Royal Luxury before any other action. Understand what guests are saying about the experience before adjusting the service, pricing, or messaging.

If feedback is positive but return rate is low, the issue is likely at checkout — the rebook conversation is not happening or is not landing. Reinforce the checkout protocol with the team.