SPA PSEE flashcards

32 cards. Read the term and the definition here. The deck at the top of this page is optional.

Treatment room utilization

Occupied treatment minutes divided by available treatment minutes, multiplied by 100. Exclude rooms closed for maintenance from available minutes.

Spa revenue per available room

Total spa revenue divided by available treatment rooms and operating days; measures revenue productivity independent of treatment occupancy.

Break-even treatments

Fixed costs divided by average treatment price minus variable cost per treatment. It is the number of treatments needed before the spa earns a profit.

Inventory par level

Average daily product usage multiplied by supplier lead time in days, plus safety stock. It sets the minimum stock that prevents stockouts between orders.

Labor cost percentage

Total labor cost including wages, payroll taxes, and benefits divided by total spa revenue, multiplied by 100. Compare by department because service mix changes the ratio.

Rebooking rate

Clients with a future appointment booked before leaving divided by clients served, multiplied by 100. It measures client retention and front-desk conversion.

Net Promoter Score

Percentage of promoters scoring 9-10 minus percentage of detractors scoring 0-6. Passives scoring 7-8 are excluded from the calculation.

Service recovery sequence

Acknowledge the problem, apologize, resolve within authority, document the incident, and follow up by the set deadline. The sequence protects the client relationship and creates an audit trail.

Client intake form

A pre-treatment record of medications, allergies, pregnancy, recent surgery, skin conditions, and contraindications. It is updated at each visit and reviewed before service.

Need-to-know privacy rule

Client information is shared only with staff who need it to deliver safe service. Records are stored securely and retained or destroyed under local law.

Massage contraindication examples

Fever, acute infection, deep vein thrombosis, uncontrolled hypertension, and recent fracture or surgery. These conditions require postponement or written medical clearance before massage.

Pregnancy massage position

After the first trimester, use side-lying positioning with pillows or bolsters. Avoid prone position and direct abdominal pressure; obtain medical clearance if complications exist.

Essential oil dilution

A 1% dilution is about 6 drops per 30 mL carrier oil; 2% is about 12 drops. Face and sensitive skin usually use 0.5-1%.

Chemical peel depth factors

Depth depends on acid type, concentration, pH, and contact time. Follow the manufacturer's neutralization protocol and assess skin condition before application.

Facial treatment sequence

Cleanse, analyze the skin, exfoliate, extract if appropriate, massage, apply mask, moisturize, and finish with sun protection. Each step is adjusted to skin type and sensitivity.

Product pH range

Leave-on skin products usually sit near pH 4.5-5.5. Bar soap is alkaline, while alpha-hydroxy acid and beta-hydroxy acid products are formulated below skin pH for exfoliation.

Patch test

Apply a small amount of product to the inner forearm and wait 24-48 hours. Record the result before first full-face or full-body use.

FIFO stock rotation

First in, first out: older stock is used before newer stock. Mark opened dates and discard products at period-after-opening or manufacturer expiry, whichever comes first.

Broad-spectrum preservative

A preservative system that protects water-containing products against bacteria, yeast, and mold. Challenge testing verifies its effectiveness in the finished formula.

Hand hygiene timing

Perform hand hygiene before and after every client, after glove removal, and after restroom use. Use soap and water for 20 seconds or an alcohol-based hand rub.

Single-use item rule

Needles, razor blades, wax spatulas, nail files, and disposable gloves are never reused. Sharps go into puncture-resistant containers that are closed when three-quarters full.

Disinfection contact time

Clean visible debris first, then apply an EPA-registered hospital-grade disinfectant. Leave the surface wet for the full contact time stated on the label.

Bloodborne pathogen exposure

Wash the exposed site, report immediately, seek medical evaluation, and document the incident. Follow the spa's exposure-control plan and local public-health requirements.

Average ticket

Total revenue divided by the number of transactions. Calculate service and retail tickets separately to see where spend per purchase is rising or falling.

Retail attachment rate

Retail revenue divided by service revenue, multiplied by 100. Unit attachment divides retail units sold by services performed; both track retail conversion.

Booking conversion rate

Bookings divided by inquiries, multiplied by 100. Count phone, web, walk-in, and social-message inquiries so the measure reflects total demand.

Gift card liability

Gift card sales are recorded as deferred revenue until the card is redeemed. Breakage is recognized only under the spa's accounting policy and local law.

Membership churn

Canceled members divided by active members at the start of the period, multiplied by 100. Track churn monthly because small changes compound recurring revenue.

Customer acquisition cost

Marketing and sales spend divided by new clients acquired in the period. Include ad spend, agency fees, and promotional discounts to avoid understating true cost.

Client lifetime value

Average spend per visit multiplied by visits per year, retention years, and margin. Use margin, not revenue, to compare acquisition cost with profit.

Employee turnover rate

Separations divided by average headcount, multiplied by 100. Report voluntary and involuntary turnover separately to identify management and hiring problems.

Training sign-off

A documented competency check covering policy, hygiene, product knowledge, consultation, and practical skills before an employee works unsupervised. Include date, trainer, result, and review date.