HOTEL BUSINESS REVIEW

July FOCUS: Hotel Spa

 
July, 2015

Hotel Spa: Branding Around the Concept of Wellness

According to a recent Spafinder Wellness survey, 85 percent of people have returned from a vacation less rejuvenated than when they left. Perhaps because of this, travelers also indicated that they now expect "wellness" programs to be provided by their travel destinations - 87 percent want healthier food, 82 percent expect spa/massage programs, 82 percent desire nature experiences, 73 percent prefer eco-conscious properties, 70 percent want gyms with cardio and weights, 54 percent would like healthy sleep programs and 47 percent are seeking meditation and mindfulness classes. To accommodate these travelers, hotel properties are branding around the concept of wellness. As a result, hotels are offering more spectacular gyms; more inspiring fitness classes; more expert-led, local runs and hikes; more free workout gear, bikes and pedometers; more in-room virtual training; and even personal trainers and nutritionists. For their part, hotel spas are also continuing to upgrade and innovate when it comes to providing expanded services to their guests. Some spas are offering more weightless flotation tanks, chambers and pools to combat the effects of gravity and others are incorporating new technologies like anti-gravity massage beds that simulate the experience of floating on a cloud. Some spas are offering Rest and Renew sleep programs, which include personal sleep consultations, sleep-inducing massages, total blackout rooms, extensive pillow menus and sleep-aiding snacks. Demand for natural, organic skin products is still very strong, and the same is true for aromatherapy products which can now being customized and personalized based on individual guest preferences. The July issue of the Hotel Business Review will report on these trends and developments and how hotel spas are integrating them into their operations.

This month's feature articles...

Maggy Dunphy

Spending time in nature is the best remedy to improve your quality and outlook on life. It also provides the simplest, most cost effective and innovative opportunities to have a positive impact on our overall well-being. Global Wellness Tourism is a $3.4 trillion business as reported by the 2013 Global Wellness Report. Dr. Deepak Chopra noted in a recent speech that, “Wellness is the number one trend in the world today.” And Ophelia Yeung, senior consultant, Center for Science, Technology & Economic Development, SRI, and one of the report's lead researchers, argued that she only sees more growth ahead: “Prevention-challenged traditional healthcare systems, and an obesity and chronic disease crisis, are simply costing people and governments too much. READ MORE

Trent  Munday

Professor Gerard Bodeker has said that spas are the 'organizational face of Wellness'. What he means by this is that spas provide a safe and understandable entry point into the diverse and often confusing world of Wellness. Much like a hospital is the organizational face of illness. Patients rarely know which medical specialist is the most appropriate for their specific condition. They trust that the hospital will direct them to right doctor. Spas, according to Bodeker, offer the same for Wellness. READ MORE

Michael Koethner

In the past few years, there has been an ever-growing, very subtle feeling of insecurity, instability, craziness up to some point of panic, when it comes to people's daily life, personal growth and the overall economic growth. This feeling has forced humanity and societies to do things that have separated everyone and everything on a large scale with some very unpleasant outcomes. However, in the past 10 plus years this feeling has turned to the other side of the coin with an even deeper sense of urgency surfacing in each of us, to find out what this is all about, supported by a force that is seemingly coming from nowhere. This deep-seated feeling of unrest has been on the rise since the mid 40's, and pushed aside ever since to avoid confrontation of a possible ugly truth, the truth that the life lived up until today was an illusion. READ MORE

Cecilia Hercik

Looking back at the anecdotes from history books, spas were exceedingly popular in the Roman, Greek and Egyptian eras. Ancient philosophies preach the importance of cleansing the mind, body and spirit through connecting with Mother Earth and the world's energy, such as “Earthing,” which promotes direct contact with the earth's electron-rich surface. The premise of Earthing is that grounding the body to the earth's surface, most commonly done walking barefoot, stabilizes natural electrical rhythms and reduces disease-causing inflammation. The ancient Egyptians, Romans and Greeks not only practiced Earthing, but also enjoyed hot and cold water treatments, followed by aromatic massages with fragrant oils, and had herbalists and apothecaries. READ MORE

Larry  Mogelonsky

Spas and wellness are big business, but that doesn't mean they can't be even bigger. You can go about this through two general strategies: capturing more revenues from existing spa clientele or targeting new customers. While the latter is more challenging, it is nevertheless a worthwhile pursuit as the current spa users represent only a minority of the total traveling consumer base. Whether the spa is price prohibitive or consumers don't see the value, there are indeed many barriers to converting 'unenlightened' guests. Therefore, specific tactics must be undertaken to make them realize the benefits of a hotel's wellness program. READ MORE

Victor Bennett

According to the US Census, in 2015 there are 92 million millennials in the marketplace. They range from 18-35 years-old and are presently the largest demographic age group,. Jen Usery of the Worthgroup, a leading hospitality architect and design firm, conveys that millennials are expected to represent 50 percent of all travelers in 2015 - 50 percent! . The travel industry predicts that millennials will incrementally out spend any other age group on travel services in the next 12 months. Millennials' fervor for wellness, search for novel experiences, and social media and technology, are driving hotels to create new brands or to tweak existing culture to address the unique needs of this age group. Hotel spas are strategically positioned to provide just what the millennials are looking for. When they focus on wellness, address the potential and pitfalls of a lifestyle of saturated technology, and create customized spa experiences, it can increase ROI, guest experiences and satisfaction. READ MORE

Leslie  Wolski

Embarking on a vacation is always such an exciting time. We enjoy seeing new places, meeting new people, experiencing different cultures and eating exotic foods. However, we also have to lug our over-packed bags, negotiate the maze that is airport security, flag down taxis and navigate our way around new cities. We go on vacation to escape the stress of work, social obligations and the demands of day to day life, but unfortunately many times we simply add to the aggravation. It is no wonder that in the most recent Spafinder survey 85 percent of travelers responded that they return from vacation feeling less rejuvenated than when they left. READ MORE

Jay Heidenreich

Authenticity and unique experiences continue to be important criteria to most travelers when making travel destination decisions. Along with this trend, we've seen guests also looking to maintain healthy lifestyles while on vacation. As the focus on holistic wellness and authentic travel experiences continues to grow, it is important that we as hoteliers keep these ideas front of mind as we develop new concepts for our hotel offerings. Infusing authenticity, health and wellness into all aspects of a hotel from spa to food and beverage and guest activities, is something we are very dedicated to at The Ritz-Carlton, Kapalua. We are consistently planning and evaluating our hotel amenities to ensure that our guests have the opportunity to create lasting memories through unique experiences they would not be able to find elsewhere. READ MORE

Laszlo Puczko

A new upscale hotel development without a spa or wellness centre? Quite probably no. What not that long ago was a differentiating service element now is a basic, entry level service. This is not only true for resorts but also for urban and even business hotels, too. The commodification and standardisation of spas or wellness units is, however, only characterizes the top end of the hotel business. Very rarely one can find a full service spa in a three star property! READ MORE

Lucia  Rodriguez Amasio

Today's travelers not only seek wellness in their escape, but also have come to expect it. As a result, hotels and resorts—having recognized the demand for expanded and unique wellness programs—may need to take a closer look at their branding. It is critical to ensure the offerings are properly positioned in consumer-facing marketing and communications, as well as accurately reflected in the spa's design, staff, food options and treatment offerings. READ MORE

Mark  Grenoble

One of the big shifts I've seen in resort spas is the evolution of the dining experience. Spa food used to have the connotation of deprivation, a limited regime devoid of one's favorite things. Today, it's no longer bland food but a flavorful, healthy cuisine that many guests want to indulge in. We call it “intelligent cuisine” and it's not just about great-tasting, soul-satisfying food that's good for you, it's also about the provenance of the food: where it comes from, who produces it, and how it impacts the planet, our bodies and our sense of wellbeing. READ MORE

Anne McCall Wilson

Everywhere, technology is inserting itself into the high touch world of spas and wellness. How do spas manage the world of digital, mobile, wearables, social, analytics, CRM, anti-gravity machines, gamification, or uberization and still achieve the sorely needed healing effects of human touch and personal connection? Spa leaders or wellness practitioners and hotel technology experts or digital specialists don't often live in the same realm but increasingly guests are pushing them to collaborate. READ MORE

Emily  McConnell

Traditionally spas have been marketed primarily towards women and beauty. They all continually have the same goal: to help people relax, rejuvenate, relieve stress, improve self worth and look their absolute best. Nowadays, men are becoming more open-minded to the whole spa experience. They are appreciating how beneficial spa treatments can be and recognizing the importance of investing in their own health. Spas are welcoming this rising trend by including the male perspective in their marketing strategies to help draw men through the door. READ MORE

Jeremy  Gilley

The wellness trend can't be ignored; it's a $500 billion dollar business that has taken root and continues to grow and flourish. In 2013, wellness tourism grew by a whopping 12.7 percent, surpassing 2012's growth rate of 9 percent, according to the 2014 Global Spa and Wellness Economy Monitor. Clearly, incorporating a wellness program or improving upon an existing one is an opportunity not to be missed. Courting the health and wellness-savvy consumer not only makes guests feel great, it has the potential to reinvigorate the bottom line, oftentimes without heavy capital investment. READ MORE

Andrew Cohan

If we step back and review what the term “wellness” means to business or leisure travelers, we will see that many “wellness” activities involve little to no investment on the part of a hotel, in order to accommodate guests' interest. Whether the guest is a boomer or millennial, interested in philanthropic giving forward or taking care of oneself with spiritual or physical aids to the body, mind and spirit - it is only with a bit of creativity that a hotel's programming can be developed to improve its “wellness profile” with minimal cost. READ MORE

Ann Brown

The spa industry is constantly changing. Keeping up with evolving client mindsets, and of course, trends in the marketplace can be a challenge for any business. And to top it off hotel spas have to be flexible enough to incorporate changes into every part of the business - hospitality, spa and fitness, dining - it all has to come together perfectly to make guests have an experience that will make them come back. Whether you are a hotel spa or day spa, implementing new products and services, while still maintaining the level of service guests have come to expect is key to success. READ MORE

Mia Kyricos

Remember back in the day when the possibility of a hotel with a pool was enough to get customers excited about a pending stay? Fitness centers became the next "it" thing, followed by spas, which often began as "after thoughts," thanks to a little extra basement space left on the construction drawings. Then for those hoteliers savvy enough to understand the appeal, spas were marketed as amenities, begrudgingly accepted as cost centers and widely misunderstood operationally. But guests sure did enjoy a good massage. My, have things changed. Or have they? READ MORE

Tracey Anne Latkovic

Wellness is seemingly everywhere. Our shampoo comes from the corner of healthy and happy; our workstations allow for standing, sitting, and walking; fast food joints are now in the healthy choices game; and even our margaritas' are skinny. The proliferation of health and wellness opportunities that have been thrust into our lives in the last few years have most of us wondering which end is up. Remember the 90's? The low-fat, no fat, low-calorie, no calorie craze had our heads spinning and guess what? We ended up fatter than ever. We need to look beyond the hype to discover what's best for our well-being. READ MORE

Lola Roeh

While many industries are notorious for employee turnover, it is particularly painful for hospitality, where guest service is such a crucial part of the product. How painful? According to the Bureau of Labor Statistics (BLS), the hospitality and leisure industry had the second largest number of employees voluntarily quit their jobs in 2014, with more than 6,000 people choosing to leave their current position. READ MORE

Brandon Xavier

Technology is no longer a mantra or a false idol for the hospitality industry. Hotel executives need not prostrate themselves before the almighty writers of code and the masters of programming, as if these men (and a minority of women) can bless or curse a company with nothing more than a mouse click or the “three-finger salute” of Control-Alt-Delete. Their power - their monopoly of information - is over. For, if you seek the future of this industry, look at the mobile device before you. Look at the smartphone in your pocket or the tablet on your lap because, on the other side of that screen, is the world. READ MORE

Bernard Perrine

Monitoring and responding to travelers' comments on social media is now a must for hotels. Guests tell the world, in cyberspace, about the good and bad on their stays at properties. By promptly addressing complaints, along with providing relevant content in travel-related social networking communities, savvy brands can increase occupancy and revenue - and even build loyalty. We look at tools and tactics for effective “social listening.” READ MORE

David Gilbert

For the first time ever retail sales at restaurants ($50.48 billion) were higher than retail sales at traditional grocery stores ($50.47 billion) in January 2015, according to the American Enterprise Institute. Hotel guests make up a large portion of those restaurant diners. Hotel guests are a somewhat captive audience since we know that they will eat our virtually every meal. They have two options: eat in at the hotel, or head to a restaurant off hotel property. While these diners may be filling the seats of on-property eateries and off-property local and national restaurants, it's likely that few truly recognize the hard work it takes to operate a successful restaurant day in and day out. READ MORE

Kelly  McGuire

Total hotel revenue management and guest centric revenue management are well-discussed topics, yet wide-spread progress towards actually implementing either program has been slow. One of the reasons for this could be that the industry as a whole does not really understand the full implications of these initiatives, and therefore, is having trouble executing. Actually, these two initiatives are closely related, and when properly implemented, total hotel revenue management actually IS guest-centric revenue management. In this article, I will describe how achieving the end goal of total hotel revenue management puts the guest in the center of revenue management initiatives. READ MORE

Lema Khorshid

It is no surprise that hospitality businesses often experience an uptick in customer traffic and interest as the weather warms, local residents emerge from their winter shells to frequent local hot spots and drive up to their familiar weekend getaway locations, and out-of-town tourists flood popular entertainment districts for days at a time seeking great hotels, restaurants and attractions. In fact, an annual report released by Adobe in May revealed that U.S. consumers are expected to spend $65 billion online on summer travel this year. READ MORE

Tim King

The newly-redesigned Mosaic Hotel in Beverly Hills recently underwent a multi-million renovation and will now unveil its brand new look by August 1st. Currently, the hotel, which is designed by Luxlo and managed by Gemstone Hotels & Resorts. Luxlo was honored to redesign Mosaic Hotel, a luxury boutique 49-room property managed by Gemstone Hotels & Resorts and located in the heart of Beverly Hills. With a long history working in the high-end residential sphere, Luxlo's principal designer Tim King, felt he could translate the sense of belonging into the hotel experience. READ MORE

Daniel Chao

Well designed incentive programs can be one of the most powerful drivers of individual and team performance. But, like a chainsaw, used incorrectly they can do much more harm than good. A poorly designed incentive system can lead to unmotivated teams and even destructive behavior. Management must very carefully think through any incentive system before implementation to ensure that it is in fact motivating exactly the performance desired. A poorly thought out incentive system can easily end up provoking the exact opposite performance than was hoped for. READ MORE

Kevin Wilhelmsen

Most of us have come in contact at some point in our careers with someone we called a natural leader. It is rare and more likely that the leadership skills were built over time, but he or she makes it look easy. Employers across all industries struggle with transitioning employees into management roles. It is often the same issue many entrepreneurs face when they become business owners. They have strong industry skills, but people management may not have been a focus. A top performer who is savvy about the industry and well-received by guests likely has valuable insight for other employees, but that does not mean the individual has the tools to easily transfer that knowledge to others and hold them accountable. READ MORE

Bernard Ellis

Agility and efficiency are critical to maintaining competitive advantage in today's hospitality market, and it is no secret that technology is often the catalyst for increasing performance on both of these fronts. However, with so many options and trends in IT around everything from mobile applications to changes in e-commerce, how can decision-makers determine where to invest to generate the greatest return for their organization? READ MORE

Robert Festinger

Hoteliers know that they need to understand their target market and audience in order to promote their products and services. However, most don't realize the important role that public relations plays in their hotel's marketing plan and advertising strategy. Most hoteliers think of public relations and marketing as an expense and not a return on investment (ROI). That is why it is important to put a dollar amount on the return on investment that a good public relations firm can achieve, and the importance of fitting media relations into your hotel marketing plan. READ MORE

Tema Frank

A “hot term” in digital marketing is engagement. Everyone wants to engage their customers through their online content. But most businesses, hotels included, are still trying to find their way in making this happen because engaging customers via electronic media is still more art than science. Engagement is one of those terms that has been absconded by marketers with everyone knowing what it is but no one can define what it means. When I think about engagement, Supreme Court Justice Potter Stewart's legendary phrase pops into my mind: "I know it when I see it," because its meaning is subjective and lacks a clearly defined meaning. This article will explore five “best blogging” tips for engaging customers/guests. READ MORE

Carolyn Murphy

Every time Facebook makes a change, there's a similar outcry: It's creepy that Facebook keeps tracking more and more of our actions. Despite this sentiment, Facebook usage keeps growing and growing. Understanding this paradox and how to navigate it is crucial for hotels that want to deliver relevant communications in a way that honors guests' privacy. READ MORE

Michael Koethner

The time for the passionate and compassionate therapists and healers has arrived, and they are reshaping the wellness and spa enterprises around the globe, as all vanity treatments and superficial skin rubs no longer serve the requirements and demands of the future guest and client. The 80's, 90's and the early 00's have bombarded the industry with plenty of fake make-up treatments and quick fix Botox schemes, bargaining on the false assumption that life ends in a matter of days or months. These centuries with the erratic and psychotic “Me-First” mentality has left most with emptiness, low self-esteem, frustration and disillusion. READ MORE

Deborah   Smith

The global spa and wellness industry has made career wellbeing part of its mantra with the completion of the first-ever global mentoring pilot program. The idea was launched at the 2012 Global Spa & Wellness Summit in Aspen, Colorado, and has been spearheaded by a team of spa and wellness experts from around the world. Co-leaders of the Global Mentorship Pilot Program are Jean-Guy de Gabriac of the French training and consulting firm, Tip Touch International, and Deborah Smith of the Smith Club & Spa Specialists, a US-based wellness consultancy. READ MORE

Tom O'Rourke

Mobile apps can offer guests great utility; that is, they make doing something easier. It is one of the reasons why travel apps have become so popular. It makes the process of travel research so much easier for the end user; it is also why over 50% of travelers will do travel research on a smartphone. Another great point to keep in mind is that mobile travel sales are projected to increase by 60% this year, reaching $26.14 billion; the growth is truly tremendous. This article discusses how hotel mobile apps can be used to improve the guest experience during pre-arrival and while on property, particularly as it relates to the spa. It also discusses the many benefits for hoteliers as it relates to upselling, revenue generation and increasing loyalty. READ MORE

Laurence Bernstein

Guests judge hotels on the totality of the experiences they enjoy in and around their stay. But, in reality, only a very small fraction of their experiences contribute to their final determination and level of satisfaction. These experiences - the ones that matter, which we call macro experiences - can be identified, designed and managed in such a way as to ensure guests leave with every intention to return and to tell their friends about the hotel. In the end it's not so much what we as hoteliers do, or the services we deliver or the amenities we provide, that determine whether a guest will be a brand ambassador or a brand assassin. It is the way in which the guest remembers what we did, and the spin the guest chooses to put on these memories. We can influence this by understanding the difference between experiences that are not noticed (micro experiences) but form the core of the overall experience, and the macro experiences that will be remembered. Once we understand this, we can strategically design services and amenities to ensure guests respond in the way we would want them to. READ MORE

Coming up in March 1970...