What I Can Do

I can help you if you are asking yourself any of the following questions:

  • Is your Spa nothing less than an Amenity for the Guest?
  • Are you considering a spa management company?
  • Could your Spa make more Money?
  • Do you want your Spa to be a Mobil 5 Star winner or Conde’ Nast World’s Best Spa
  • Does your Spa complement your typical resort guest and/or anticipate consumer needs and both expressed and unexpressed?

Here are a few ways we can work together.

First Step - Needs Assessment:
This process involves the entire Resort-Hotel-Villa and all facilities while posing as an anonymous Secret Shopper.

  • I will critique Spa Treatments, the Resort environment and write observations of guest/staff interaction.
  • You will receive written reports of Interviews with Staff and Guests, Observations of Spa Service Flow, Review of Spa Marketing.
  • Together, we will review Spa financials and statistical information and establish our Goals/ Expectations and possible Reward/Recognition systems to obtain goals.
  • All information is then consolidated for review and future consultation planning or
    in-house follow-up.

Additional Steps
Brand Development and Management:
Assist with Brand Core Values, Collateral development, Uniforms, Operating Equipment/FFE sourcing and Retail product development.

Marketing, Sales, Public Relations, and Internet:
Review pre-arrival opportunities, in-house marketing, directional signage, in-room and general collateral, website, site inspection preparation, MICE Opportunities, and improve revenue Management, Tour/Travel relationships, development of a Media Relations plan.

Resort and Spa Environment:
Update the service flow, remove barriers to customer satisfaction, environmental impact of spa products, ensure all Five Senses are engaged, natural resources are used effectively, maximize the influence or use of local culture, and ensure use of design and architecture to enhance the Spa experience.

Spa Operations and Treatments:
Treatment Menu is integrity priced & potential opportunities reviewed, Cleanliness and placement standards, Reservation Book and scheduling is effective, Grooming and appearance standards, treatment flow reviewed, treatments tested for guest experience opportunities, Treatment Evaluation Forms reviewed, convert Expectations into Checklists, Standards and Processes, Emergency Procedures

Spa Management Skills:

  • Telephone Sales Skills
  • Effective Spa Tours
  • Implementation of a Balanced Report Card (based on agreed and expected management specific goals)
  • Cross Culture Communication
  • Change-Transition Planning
  • Facilitate CSS/Certified Spa Supervisor Certification via ISPA resources - (9) separate Topic Booklets
  • Spa for Non-Spa class available for General Manager and all Guest Contact positions, including Spa Manager.

Spa Service Skills:

  • Enhance Service Flow Cycle
  • Service Skills and Recovery Principles
  • Essence vs Function
  • Empowerment, LEARN, analyze Guest Comments
  • Answers to FAQ's, Problem Reporting, and the Observation process

Spa Financials:

  • Productivity Efficiencies
  • Supplier Relationships, CAPEX, and Budgeting principles -- all 'spa specific'.

Human Resources:
Develop 'people philosophy', including

  • recruitment strategy
  • profiles and job descriptions
  • orientation
  • self development plans
  • role clarity
  • goal setting
  • compensation strategies

Project Management - New Location :

  • Spa Concept Development, Liaise with Architect- Interior Designer, recommend and source Spa FFE/OE, Spa Operations Standards
  • Create the Human Resources strategies, including Training, Facilitate Spa Manager skill development.
  • Past Projects include: The Alila Ubud, Bali, The Magellan Sutera Harbor and Spa, Malaysian Borneo, Ibah, Bali

Project Management - Location in Transition:

  • Assist in the transition from a Management company to self directed.
  • Update concept and standards.
  • Ensure all Marketing reflects the changes.
  • Create long term success strategy, i.e. product support, staff development, re-focus on staff profiles.
  • Past Projects include: The Chedi, The Legian, the Datai, Sanur Beach hotel, the Malya, the Alila Jakarta, Imperial Hotel,