New Trend: Floatation Tank and the SpaWave Therapies

By Vanessa Viadero Director of Marketing, Turnberry Isle Miami | July 08, 2018

In today's over stimulated, always-on and connected digital world, the need to unplug and check out for a while is not just a luxury, it is a necessity. Whether it is a long vacation, getaway weekend or even a few quiet hours set aside on a random Sunday, we all need downtime to recharge to balance out the relentless engagement of our 21st century lifestyle. Just like the devices that dominate our attention in our waking hours, we humans need to shut down and reboot to function at optimal capacity. Some resort, spa owners, and operators have responded to this need by creating unique spaces and exceptional spa services where guests can escape it all to balance sensory overload with some much-needed sensory deprivation.

When was the last time you can say you actually disconnected? I find myself on multiple-devices a majority of the day. Even when taking a trip oversees or heading out on a cruise most of us are still some-what connected if it be via a kindle / iPad, using our phones for photos, a compass or even the tech provided to us by the venues we had chosen to "get-away" in. You have to know it's become an epidemic when your friends make you put your phone in a basket for diner, when amazon is selling "lockers" and when business' like Yondr popping up left and right.

After much self-evaluation and analysis of our current culture, I have come to the realization that we need to find a balance between connection and deprivation before we ourselves need an "upgrade". With the development of technology comes knowledge and power, all at the tips of our fingers, but how much are we digesting, remembering, learning? Or is this fast-paced tech-driven culture the tipping-point of society, regressing backwards as our attention spans decrease and our need for "instant gratification" consumes us … Unfortunately, we get so caught up trying to keep up that we forget to take a moment for ourselves, one that inspires transformation and helps us balance our core elements of wellness.

It's the epitome of a catch 22 – the ultimate conundrum. Just like many addictions, the first step to a resolution is acknowledgement. We all have a problem. Thankfully we have evolved into cognitive-beings and can take a moment to breathe, readjust and find that happy medium. It's time we put our well-being back on the frontline, be a little selfish for an hour.

But we can't do it alone…

The hospitality industry thrives on the experiential – resorts, spas, restaurants all offer guests something that money can't buy, a memory. A remnant of emotion that remind you of a specific moment. Thankfully we are seeing them trend towards inclusion of wellness - conceiving places of refuge and calm. Many of which offer several sensory deprivation therapies to soothe the nervous system and quiet the mind, bringing about a kind of renewal that responds to the way we live today.

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Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.