Spa Economics & Metrics: Do you really know how your spa is doing?

By Judith L. Singer, Ed.D., ISHC, President & Co-Owner, Health Fitness Dynamics, Inc. (HFD)

While the supply of spas has been on a steady rise for many years, the growth has slowed and this is probably good because there are some challenges that need to be addressed... The supply has out-paced the demand, the labor pool from management to service providers is quite limited, and there isn’t enough reliable economic information. These may be “symptoms” that need further examination in order to address any “health” issues that could impinge on the well-being of our industry...

The Weight of the Wait... Time is Money!

By Roberta Nedry, President, Hospitality Excellence, Inc.

How many times does the guest feel like they are the one waiting versus the wait staff waiting on them? What are the timing issues that make or break a service encounter? How does timing impact the overall guest experience as a service factor? Consider making time to analyze ‘time’ with employees who have “time” with guests. The ‘weight’ of the wait in the world of service delivery should not be underweight or overweight...