Five Little Things that Make A BIG Difference in Spa Customer Service

By Gary Henkin President & Founder, WTS International | January 07, 2010

In today's highly competitive hospitality environment, an inviting spa can create a truly memorable guest experience. To that end, there are any number of "small items" that can make a big difference in how your spa is perceived by both a guest and non-guest population. These areas include several basic initiatives with your staff and with the guest that will assist in providing impeccable guest service while energizing the spa.

Celebrating positive initiatives taken by your staff, communicating and sharing information on a consistent basis, empowering your personnel, fostering wellness and paying attention to intuition are just a few of the small but critical items necessary for your staff to produce the kind of guest and customer service ethic that will delineate your spa from others.

Creating a healthy spa culture is vitally important in contributing to a positive experience on the part of the consumer. In order to develop this culture, staff need to be on board and well trained in all aspects of service delivery. Pay attention to the spa items and reap big dividends in your spa operation.

Customer Service - Cornerstone of Excellence in Hospitality

Given the number of customer service seminars, training manuals, scripts and programs that promise to improve customer service in the hospitality industry, it is a formidable task to choose just one that will work for you and your company. Sadly, many of us in the spa industry actually spend more time educating ourselves and implementing programs than the tenure of many of our staff members. Yet, for leaders in one of the most service-intense sectors of the hospitality industry, spa professionals know that customer service levels are as important as standards and expectations for facility operations. When guests visit our spas, they demand, expect and deserve impeccable service and spa treatment prices reflect that. Thus, customer service is the cornerstone of our business.

Guest Feedback - A Starting Point

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Sales & Marketing: Selling Experiences

There are innumerable strategies that Hotel Sales and Marketing Directors employ to find, engage and entice guests to their property, and those strategies are constantly evolving. A breakthrough technology, pioneering platform, or even a simple algorithm update can cause new trends to emerge and upend the best laid plans. Sales and marketing departments must remain agile so they can adapt to the ever changing digital landscape. As an example, the popularity of virtual reality is on the rise, as 360 interactive technologies become more mainstream. Chatbots and artificial intelligence are also poised to become the next big things, as they take guest personalization to a whole new level. But one sales and marketing trend that is currently resulting in major benefits for hotels is experiential marketing - the effort to deliver an experience to potential guests. Mainly this is accomplished through the creative use of video and images, and by utilizing what has become known as User Generated Content. By sharing actual personal content (videos and pictures) from satisfied guests who have experienced the delights of a property, prospective guests can more easily imagine themselves having the same experience. Similarly, Hotel Generated Content is equally important. Hotels are more than beds and effective video presentations can tell a compelling story - a story about what makes the hotel appealing and unique. A video walk-through of rooms is essential, as are video tours in different areas of a hotel. The goal is to highlight what makes the property exceptional, but also to show real people having real fun - an experience that prospective guests can have too. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.