Spa Executive June 2021

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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.
What industry developments are you excited about? It’s exciting that, because there were so many issues in the last year, people got creative to find solutions. I’ve seen some great ideas, including touchless therapies and treatment options which can help us provide the services guests need and also solve the staffing problem a little bit. I love the idea of technology to help us while not eliminating the personal touch. My staff has also come up with their own great ideas to enhance our experience for the guests. I’m excited that people are being so creative. What makes an excellent guest experience? Recognition is a big part of that, knowing the guest and what they want, so we can personalize the service. We don’t do a 50-minute massage protocol because we have to, but to take care of the guest in front of us. Every massage is different, depending on who you’re offering it to. Six different people will book the same service and every one of them will have a different experience. When the guest walks out and says “that was the greatest massage I’ve ever had,” then I’m happy. <strong>June</strong> <strong>2021</strong> Issue • p. 12
Page 1 and 2: Spa Executive The magazine for lead
Page 3 and 4: Letter from Publisher Dear readers,
Page 5 and 6: Red is associated with passion, lov
Page 7 and 8: Colors for your retail space Eisema
Page 9 and 10: Investing in your employees Investi
Page 11: Talk about your spa at the St. Regi
Page 15 and 16: 3. Identify your customers Another
Page 17 and 18: I combined phone systems to a centr
Page 19: Robust reporting capabilities allow
Page 22 and 23: Dunton Hot Springs is a romantic 19
Page 24 and 25: century Bathhouse, in the pool outs
Page 26 and 27: The Wellness Asset by global wellne
Page 28 and 29: The main areas traditional hotelier
Page 30 and 31: Let’s talk about technology in ph
Page 32 and 33: 3 Contactless Experiences We’ve a
Page 34: Spa Executive FOR LEADERS IN THE BU

Spa Executive June 2021

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