Book the Scoping CallHLS International Guest Services
The mark comes last. The organisational capability comes first.
A structured, verifiable International Guest Service
The HLS Standard is built specifically for Thermal, Medical Spa and Longevity environments, focusing on the organisational and service processes from first enquiry to follow-up after return.
Governance & Accountability
Who owns the international request, with clear roles and escalation.
Enquiry & Client Journey
How the journey works from first enquiry through return home.
Communication & Understanding
Clear, appropriate information across languages and channels.
Documentation & Traceability
Controlled information, records, changes and handovers.
Quotations & Financial Transparency
Clear quotations, changes, cancellations and referral relationships.
Privacy, Data & Digital Controls
Responsible handling of data across internal teams.
Arrival, Stay & Logistics
Arrival, accessibility, accommodation and contingency planning.
Facilitators & Partners
Due diligence, agreements, responsibilities and monitoring.
Return, Follow-up & Complaints
Post-return contacts and complaint management.
KPIs, Audit & Improvement
Measured performance, internal review and corrective action.
What HLS assesses
HLS goes beyond traditional wellness and spa standards, built on expertise in medical tourism and international service.
- Treatments
- Programmes
- Professional practice
Where medical, longevity, wellness or hospitality components are involved, HLS examines the interfaces between them — not the content of the services themselves.
Goal: move from fragmented service to one managed international journey.
Qualification structure
HLS Core — 10 requirement areas
- C1Governance & Accountability
- C2Patient Journey Mapping
- C3Communication & Health Literacy
- C4Documentation & Provenance
- C5Privacy, Data & AI Controls
- C6Quotations & Financial Transparency
- C7Risk & Escalation
- C8Completion, Follow-up & Complaints
- C9KPIs, Audit & Improvement
- C10Internal Coordination & Interfaces
Thermal & Medical Spa Track
- International Guest & Patient Reception
- Healthcare, Thermal & Wellness Boundaries
- Programme Coordination & Operational Safety
- Stay, Experience & Continuity
HLS Qualified
Required controls and core processes are formally implemented and supported by adequate evidence.
HLS Advanced
Higher maturity, including consistent processes, defined KPIs and demonstrated operational stability.
HLS Excellence
Advanced practice, measured outcomes, continuous improvement, and mature cross-functional and partner governance.