Spa Executive June 2021

I am also working with my vendor partners and
asking how they can help me elevate either their
products or our services. Ten brains think better
than one brain. It’s not all me. It’s working with my
staff and my partners.
Have you noticed a recent increase in
demand for wellness and a shift in guest
expectations?
The need for wellness and for people to get out,
relieve stress, and do something for themselves is
more prominent now that people have been home
more. Guests are coming in with so much baggage
on their shoulders now. Our goal is to release a
little bit of that baggage so they can walk a little
bit more freely and hopefully make their day a little
bit better.
Then there’s this issue of being conscious of
germs while also wanting to be touched. The spa
treatment offers the endorphin release and stress
reduction that guests are longing for, but people
need reassurance that our areas are clean and
sanitized, so they can actually connect with us and
feel the relaxation. This is a balancing act I think
many spas are having to perform.
What challenges do you think the industry
will face in the foreseeable future?
The staffing challenge has been and will be a big
one. I have been understaffed through the season
and it’s hard to find qualified candidates. This
affects both the guests and the existing team;
guests because sometimes they need a wellness
or spa experience, and we can’t provide it at the
time they want because we’re overbooked, and
staff because I have to be careful not to overwork
them and cause burnout. We’re in Park City, in
the mountains, so as long as it snows and there
is skiing we will have guests. We’ll always have
guests. My major concern in staffing. That’s one
of my biggest challenges.