The Keys to a Smooth Running Spa

By Jane Segerberg Founder & President, Segerberg Spa Consulting, LLC | October 28, 2008

Great statements! Great trends! What are the realities that these trends bring?

The supply of spas has grown to the point that competition and consumer knowledge has changed the face of the industry. Now it is not just "a spa" that is necessary for a resort or hotel, it is a spa with an experience that is special for each guest along with service that is so seamless that the guest is not aware of it.

No matter how spectacular the architectural features, or chic the interior design, or how creative the spa menu; if the experience and service delivery falls short, then guests do not recommend or return to the spa.

The Hotel Executive Should Take Note

The growth of the industry has caused an additional phenomenon: the industry is outgrowing its ability to produce experienced managers. Inexperienced managers who have been fast-tracked to the spa director position do not fully appreciate the need for or the intricacies of the basics of running a spa. The service delivery for a spa is the most complex of any area in a hotel or resort with many opportunities for service decline or for positive service impact.

At the risk of sounding like Management 101, the following are some reminders that are offered with the thought that the concentration of truly experienced spa management has become extremely diluted. The following "keys" are written with a spa focus. Whether the spa is in the development, build out, on-going business, or re-fitting stage; the keys are appropriate and are intricately related.

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Guest Service: A Culture of YES

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