23 Aug 2019 Spa Business: uniting the world of wellness
 
 
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Spa Attendant
Salary: Competitive Salary & Benefits
Location: Spa at The Bulgari Hotel & Residences, London, United Kingdom
Company: The Bulgari Hotel London



Senior Spa Therapist
Salary: Competitive Salary & Benefits
Location: Spa at The Bulgari Hotel & Residences, London, United Kingdom
Company: The Bulgari Hotel London



Hair Specialist
Salary: Competitive
Location: Knightsbridge, London, UK
Company: Urban Retreat



Spa Therapist
Salary: Competitive Salary & Benefits
Location: Spa at The Bulgari Hotel & Residences, London, United Kingdom
Company: The Bulgari Hotel London


Spa Therapist
Salary: Up to £18,305 per annum
Location: Belfast, Northern Ireland, UK
Company: GLL
Therapists
Salary: Up to £24,000 + commission
Location: Ascot, UK
Company: Coworth Park
Facialist
Salary: Up to £12.24 per hour (including annual leave)
Location: Chelsea, London, UK
Company: GLL
Spa Therapist
Salary: Up to £12.24 per hour (including annual leave)
Location: Chelsea, London, UK
Company: GLL
Treatment Trainer
Salary: Competitive
Location: London, UK
Company: 111 Skin
Massage Therapist
Salary: Competitive
Location: London Borough of Hillingdon, UK
Company: No1 Lounges Ltd
Spa Therapist
Salary: £24,000 - £25,500 pa
Location: London, UK
Company: No1 Lounges Ltd




in this issue

• Iconic Red Door Spa rebrands as Mynd Spa & Salon
• InterContinental opens onsen resort






News headlines
The Spa at Windsor Court to undergo major renovation  
The Spa at Windsor Court to undergo major renovation

By Lauren Heath-Jones

The Spa at Windsor Court Hotel in New Orleans, US, is set to undergo a major renovation that will see the addition of new relaxation spaces and treatment rooms. The renovation, which is scheduled to complete in early Autumn, will be spearheaded by Houston-based design firm Montgomery Roth Architecture & .... more>>
Four Seasons to open resort in Los Cabos with Oasis Spa  
Four Seasons to open resort in Los Cabos with Oasis Spa

By Jane Kitchen

Four Seasons will open a resort in Los Cabos, Mexico this November, featuring a 15,855sq ft Oasis Spa. Designed by Guerin Glass Architects, the Four Seasons Resort Los Cabos at Costa Palmas includes 141 bedrooms, including 23 suites, all designed to integrate indoor-outdoor living. Native landscaping and .... more>>

Emma Darby named COO of Resense  
By Jane Kitchen

Leading wellness consultancy Resense has announced the promotion of Emma Darby to the position of chief operating officer (COO). Darby benefits from over 20 years of experience within the .... more>>
ISPA research: More men visiting spas than ever before  
By Lauren Heath-Jones

Research by the International Spa Association (ISPA), has revealed that more men are going to spas than ever before, with stats indicating that 49 per cent of spa customers are now men, a 20 .... more>>
Global Wellness Summit relocates from Hong Kong to Singapore  
By Liz Terry

Susie Ellis, chair of the Global Wellness Institute, has announced the 2019 Global Wellness Summit will move from Hong Kong to Singapore. Dates will remain unchanged at 15-17 October and .... more>>
Healing Holidays opens Singapore office  
By Jane Kitchen

UK-based wellness travel specialist Healing Holidays has opened its first overseas office in Singapore. The new branch offers wellness solutions to health-conscious consumers from across .... more>>
Expanded spa and new treatment menu for Azerai La Residence, Hue  
By Jane Kitchen

Azerai La Residence in Hue, Vietnam – the second hotel from renowned hotelier Adrian Zecha – has unveiled a newly refurbished luxury spa which is more than 50 percent larger than before, and .... more>>
Lanserhof opens its doors at London's iconic Arts Club  
By Tom Walker

German wellness operator Lanserhof has opened its first UK location at the historic Arts Club in London. The six-storey luxury health and wellness club – situated on Dover Market Street in .... more>>
Equinox and SoulCycle face backlash after it's revealed owner will host Trump fundraiser  
By Liz Terry

Equinox and SoulCycle are facing a significant backlash from members after the Washington Post broke the news that the ultimate owner of the business, Stephen Ross, will host a .... more>>
Dr Ursula Levine to head up medical clinic at Grayshott Medical Spa  
By Lauren Heath-Jones

Grayshott Medical Spa, formerly the Grayshott Health Spa, in Surrey, UK, is set to launch a new medical clinic led by Grayshott's medical director, Dr Ursula Levine. Following its recent .... more>>
US spa industry hits US$18bn in revenues  
By Katie Barnes

Spas across the US generated US$18.3bn (€16.3bn, £15bn) in revenues in 2018 and have seen a steady growth across key financial indicators in the last nine years. This is according to .... more>>
The Alchemist Spa targets the teenage market with new treatment menu  
By Lauren Heath-Jones

The Alchemist Spa at Woolacombe Bay Hotel in Devon, UK, has teamed up with product house Natural Spa Factory to launch its new summer treatment menu, which will include treatments for .... more>>
 

Click here to visit the Global Wellness Summit website>>
 
GWD one of only 15 Instagram accounts followed by Harry & Meghan  
By Jane Kitchen

UK’s Prince Harry and Meghan, the Duchess of Sussex, have announced the 15 Instagram accounts that they’re following, after they unfollowed everyone and requested people to recommend worthy .... more>>
Red Door Spa rebrands to Mynd  
By Jane Kitchen

After more than 100 years in the spa industry, US-based Red Door Salon & Spa has undergone a comprehensive rebrand and will now be known as Mynd Spa & Salon. Mynd Spa & Salon will have a .... more>>
Aman to develop three resorts in Saudi Arabia  
By Jane Kitchen

In partnership with the Royal Commission for Al Ula (RCU), luxury hotel operator Aman will develop three resorts in Saudi Arabia, which are set to open in 2023. Located in Northwest Saudi .... more>>

Features
Lemi

Promotional feature:
Lemi


From humble beginnings in a small Italian village, Lemi has grown a hugely successful global business in the massage bed market. As it celebrates its 30th anniversary year, we talk to GM Matteo Brusaferri
Gharieni

Promotional feature:
Gharieni


Gharieni has long been known as an industry innovator. Now, Forbes Travel Guide has named the company as its official Spa & Wellness Equipment Manufacturer. Sammy Gharieni tells us more
John & Karina Stewart

Interview:
John & Karina Stewart


The inspirational couple behind Kamalaya in Thailand talk to Neena Dhillon about emotional therapies, why stress-busting is the new detox and how they’re evolving the concept
Dale Hipsh

Interview:
Dale Hipsh


The senior VP of hotels at Hard Rock International tells Katie Barnes why its music-centric spa menu is striking the right chord with consumers and the media
Kalloni Spa at Parklane Limassol, Cyprus

New Opening:
Kalloni Spa at Parklane Limassol, Cyprus


Lauren Heath-Jones reports from Kalloni Spa at Marriott’s first property in Cyprus
Jungle VIP

Spa Design:
Jungle VIP


Kim Megson ventures deep into Mexico’s jungle to discover how two Chablé resorts with Mayan spas are aiming to redefine wellness
Vana

First-person:
Vana


Susie Ellis explains what made her stay at Indian health and wellness retreat Vana so “astonishing”
SpaSoft

Promotional feature:
SpaSoft


SpaSoft supplies solutions for a stress-free spa and elevates the guest experience
Comfort Zone

Promotional feature:
Comfort Zone


Skincare brand Comfort Zone has partnered with Wellness for Cancer to create a new programme of spa treatments for people touched by cancer. Barbara Gavazzoli tells us more
Civana

New Opening:
Civana


Civana opens spa with a focus on democratic wellness
The Spa at South Lodge, UK

New Opening:
The Spa at South Lodge, UK


Katie Barnes visits the new purpose-built, £14m spa by the owners of Pennyhill Park
Dr Tom Stubbs

People profile:
Dr Tom Stubbs


Dr Tom Stubbs talks epigenetics tests and spas
Neil Jacobs

People profile:
Neil Jacobs


Neil Jacobs reveals what the IHG buyout means for Six Senses
Spa product news

Ishga phases out plastic packaging for eco-friendly alternative

Ishga phases out plastic packaging for eco-friendly alternative

FROM SPA-KIT.NET

Ishga, a luxury skincare brand specialising in organic seaweed products, has announced plans to completely phase out its plastic packaging, replacing it with sustainable alternatives.
 
Vital Tech's Nuage makes infratherapy accessible

Vital Tech's Nuage makes infratherapy accessible

FROM SPA-KIT.NET

Vital Tech, a developer of infratherapy spa equipment, has developed an infrared lounger boasting a host of physical and mental health benefits.
 
Knesko masks tap into gemstone energy

Knesko masks tap into gemstone energy

FROM SPA-KIT.NET

Skincare brand Knesko has launched two hydrogel collagen masks to combat environmental damage to the skin using semi-precious gemstones as active ingredients.
Beauty product news

Elemis' Ultra Smart mask reduces water loss and seals in moisture

Elemis' Ultra Smart mask reduces water loss and seals in moisture

FROM BEAUTY-KIT.NET

Luxury product house Elemis has launched a new face mask that is designed to protect the skin's moisture barrier.
 
Voya appoints Maggie Wright following significant growth in the US

Voya appoints Maggie Wright following significant growth in the US

FROM BEAUTY-KIT.NET

Voya, an Irish thalassotherapy skincare brand, has announced the appointment of Maggie Wright to the role of Western USA business development manager.
 
Galgorm to launch exclusive Aromatherapy Associates Forest Therapy treatment following new partnership

Galgorm to launch exclusive Aromatherapy Associates Forest Therapy treatment following new partnership

FROM BEAUTY-KIT.NET

Aromatherapy Associates is set to launch its first Forest Therapy treatment at the Galgorm Spa & Golf Resort in Ballymena, Northern Ireland, after entering into an exclusive product partnership with the resort spa.
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Click here to visit the Gharieni GmbH website>>

Video gallery

Phytomer
From the sea to the skin. As a pioneer of marine skincare, Phytomer represents a story of three impassioned generations and a dedication to cultivating the purest sea ingredients from the picturesque French seaside town of Saint-Malo, in Brittany.
Visit website>>

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Company profile
Nilo

Established in 1986, Nilo Spa Design is the wellness and beauty division of the family owned Maletti Group, which has been producing salon equipment and furniture for more than 80 years in northern Italy.

For over 30 years, Nilo has been at the forefront of the design and production of wellness and spa furniture, and today has a state-of-the-art 4,000sq m showroom at our 60,000sq m head office in Scandiano, near Milan.
View full profile>>
 
Featured Suppliers
The importance of software security in spas

Taking the right measures to ensure your spa is protected from potential attackers cannot be understated in today’s world.
  The importance of software security in spas
Simone Sighinolfi joins Comfort Zone

2018 was a great year for Comfort Zone with the company reporting substantial growth in its international presence.
  Simone Sighinolfi joins Comfort Zone

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03 Sep 2019

Spa Business Bootcamp Course

Laico Hotels & Resorts Regency, Nairobi, Kenya



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Published by The Leisure Media Company Ltd Portmill House, Portmill Lane, Hitchin, Herts SG5 1DJ. Tel: +44 (0)1462 431385 | Contact us | About us | © Cybertrek Ltd
Jobs . News . Products . Magazine
Software
Training & education

From bespoke training programmes to 24/7 support teams and company super-users, how are software suppliers helping spas get the most out of their systems?

By Kate Parker | Published in Spa Business 2019 issue 2

Your spa has a newly-installed management system with a depth of functionality – offering greater operational efficiency, alongside a plethora of business analytics. But how do spas access that breadth of functionality and what training and support is on offer to help achieve optimum business value?

The why, what and how
From 24/7 support teams, guided tutorials and bespoke educational programmes to training conferences, in-site walk-throughs and super-users, software companies offer a multitude of training scenarios, but with one goal in mind: to help businesses learn in the most efficient way possible.

Most software suppliers offer a basic training programme which is client-centric. Key to providing that tailor-made support is in understanding why a spa operator needs a business management system in the first place and the nature of their particular goals. As Frank Pitsikalis, founder and CEO of ResortSuite, says: “We always start with the ‘why’ before we begin explaining the ‘how’.”

Leonie Wileman, COO of Premier Software, agrees: “Prior to installation we work closely with the client to ascertain what main functions they’ll be using and by whom, and build this knowledge into the initial training programme.”

Premier’s bespoke training ethos resonates with client Helen Cain, group spa manager of 10-plus sites at Harbour Hotels, UK. “We spoke with Premier very early on to make sure all areas of the software were covered in the shortest amount of time taken out of the business,” she says. “Prior to training, team members found simple processes long-winded and often misunderstood or didn’t know the most efficient way to use the software. Premier’s training takes you through how to use Core, its flagship business management system, efficiently, saving time.”

ResortSuite delivers its training to clients in a variety of ways, with configuration training often undertaken online remotely, while go-live and end-user training is always conducted onsite: “Training topics are dependent on the property and the ResortSuite modules purchased,” says Pitsikalis. “Our implementations team takes a new customer through different types of training. It’s always tailored to the specific customer because each property is unique, whether it’s a day spa with 10 treatment areas or a destination spa with 30 treatment areas, dining, a membership programme, wellness activities and accommodations.”

Customisation and accessibility
The ability to tailor training, from topics covered to the way they’re delivered, is key. As ResortSuite client CJ Hartwell-Kelly, GM at Buttermilk Falls Inn and Spa, in New York state, testifies: “Prior to ResortSuite, none of the entities at Buttermilk Falls would interface with each other. ResortSuite offered us a single solution for property management, spa, food and beverage, and catering. Since training, my team is now able to provide a seamless guest experience. Productivity has gone up and communication logs and daily tasks are now in one central place.”

The Assistant Company (TAC) uses a modular structure within its TAC University programme to train spas, fitness clubs and thermal baths alike. MD Günther Pöllabauer explains: “The TAC University programme includes quarterly webinars comprising updates of the latest functions, management workshops with our partner consultants, basic or advanced user training, and individual training on request.”

But how do software companies make such an in-depth, technical subject accessible across multiple key roles on an ongoing basis? Delivered predominantly over the phone with online screen sharing, training by Mindbody covers topics such as service set-up, bookings and retail, branded web configuration, marketing features and business resources. Senior business education specialist Katie Philipp says: “We really try to customise the language and communication style. Mindbody offers a lot of different training resources like videos, articles, guided tutorials, webinars, in-site walk-throughs and staff certifications to help businesses learn in the most efficient way possible.”

Deep training
Like many software companies, Mindbody also embraces super-users. Philipp explains: “Our team typically trains a single point (or two) of contact on a conference call.” It’s an approach which has proved popular with Mindbody client Jennalee Dahlen, owner of California-based Yoso Wellness Spa: “We spend approximately two weeks training new staff on how to use the Mindbody software. This includes shadowing time to observe someone who’s well versed in the software. We find this particularly helpful with trainees because they learn on the spot the most efficient ways to create a smooth client experience.”

Book4Time advocates a company champion too. With a training programme that’s delivered online, Book4Time offers six sessions as part of its onboarding process. But as Laura McLeod, director of client success, says: “It’s the ‘train the trainer’ approach which works best for us. Our go-to approach is to help individuals with specific skills/responsibilities develop the ability to manage and work with the product. They are our super-users who handle the training of other employees.”

Likewise, TAC acknowledges the power of a super-user. Pöllabauer explains: “In large corporations there’s always one TAC key user who’s received deep training. This person is the specialist who trains her/his colleagues.”

Training departments
So, tasked with delivering such a diverse range of training scenarios to a broad range of clients with widely differing needs, how exactly do software training departments operate and what are the challenges?

According to Book4Time’s McLeod, knowing how to use the company’s product to optimise operational efficiency and draw business intelligence is the key to client success: “Our success depends largely on CLTV [customer life time value] and we can enhance that only by delivering value. The quickest way to start delivering value is during the training itself.”

And to deliver that training, the company has a team of 20 staff based in Toronto and Manila. “The goal is to account for the time difference and be accessible to clients irrespective of the hour in the day. In a lot of ways, they’re the backbone of what we do,” she adds.

Over at Mindbody, there’s an onboarding department comprising some 80 people. “They perform a critical function. They are the boots on the ground that help our customers develop a comfort level with our comprehensive software system,” says Philipp. With a global reach, complimentary onboarding is available in six languages.

Helping spas to continue to access the full breadth of functionality, and not revert back to working within their comfort zone, is another key consideration for software suppliers. ResortSuite offers a Customer Success Team to keep clients on track. Pitsikalis says: “We wanted to create a team dedicated to proactively reaching out to our customers to talk through how they’re using the software today, and how they could improve with the use of certain functionalities.”

At the end of the day, successful training – measured in both greater operational efficiencies at the spa and improved adoption rates by the software company – boils down to a process of continuous and open two-way communication. As Mindbody’s Philipp concludes: “We stay curious and ask lots of questions around our customers’ goals. By helping them achieve these, hopefully businesses find they can’t live without us!”

Katie Philipp, Mindbody
"Mindbody offers a lot of different training resources like videos, articles, guided tutorials, webinars, in-site walk-throughs and staff certifications"
CJ Hartwell-Kelly, Buttermilk Falls Inn and Spa
"Since ResortSuite’s training, our productivity has gone up and communication logs and daily tasks are now in one central place"
Laura McLeod, Book4Time
"Our go-to approach is to help individuals develop specific skills... They are our super-users who handle the training of other employees"
Kate Parker

Kate Parker is a regular contributor to Spa Business

[email protected]

ResortSuite’s training helped Buttermilk Falls to provide a more seamless guest experience
Book4Time has dedicated training teams based in Toronto and Manila
Yoso Wellness Spa spends two weeks training new staff in Mindbody software
LATEST NEWS
The Spa at Windsor Court to undergo major renovation
The Spa at Windsor Court Hotel in New Orleans, US, is set to undergo a major renovation that will see the addition of new relaxation spaces and treatment rooms.
Four Seasons to open resort in Los Cabos with Oasis Spa
Four Seasons will open a resort in Los Cabos, Mexico this November, featuring a 15,855sq ft Oasis Spa.
Emma Darby named COO of Resense
Leading wellness consultancy Resense has announced the promotion of Emma Darby to the position of chief operating officer (COO).
ISPA research: More men visiting spas than ever before
Research by the International Spa Association (ISPA), has revealed that more men are going to spas than ever before, with stats indicating that 49 per cent of spa customers are now men, a 20 per cent increase from the 29 per cent reported in 2005.
Global Wellness Summit relocates from Hong Kong to Singapore
Susie Ellis, chair of the Global Wellness Institute, has announced the 2019 Global Wellness Summit will move from Hong Kong to Singapore.
Healing Holidays opens Singapore office
UK-based wellness travel specialist Healing Holidays has opened its first overseas office in Singapore.
Expanded spa and new treatment menu for Azerai La Residence, Hue
Azerai La Residence in Hue, Vietnam – the second hotel from renowned hotelier Adrian Zecha – has unveiled a newly refurbished luxury spa which is more than 50 percent larger than before, and boasts new thermotherapy areas for men and women, in addition to a range of new treatments.
Lanserhof opens its doors at London's iconic Arts Club
German wellness operator Lanserhof has opened its first UK location at the historic Arts Club in London.
Equinox and SoulCycle face backlash after it's revealed owner will host Trump fundraiser
Equinox and SoulCycle are facing a significant backlash from members after the Washington Post broke the news that the ultimate owner of the business, Stephen Ross, will host a fundraising event for Donald Trump's re-election.
Dr Ursula Levine to head up medical clinic at Grayshott Medical Spa
Grayshott Medical Spa, formerly the Grayshott Health Spa, in Surrey, UK, is set to launch a new medical clinic led by Grayshott's medical director, Dr Ursula Levine.
US spa industry hits US$18bn in revenues
Spas across the US generated US$18.3bn (€16.3bn, £15bn) in revenues in 2018 and have seen a steady growth across key financial indicators in the last nine years.
The Alchemist Spa targets the teenage market with new treatment menu
The Alchemist Spa at Woolacombe Bay Hotel in Devon, UK, has teamed up with product house Natural Spa Factory to launch its new summer treatment menu, which will include treatments for teenagers.
+ More news   
 
COMPANY PROFILE
Nilo

Established in 1986, Nilo Spa Design is the wellness and beauty division of the family owned Malet [more...]
+ More profiles  
FEATURED SUPPLIER

Simone Sighinolfi joins Comfort Zone
2018 was a great year for Comfort Zone with the company reporting substantial growth in its international presence. [more...]
CATALOGUE GALLERY
 

+ More catalogues  
DIRECTORY
+ More directory  
DIARY

05-07 Sep 2019

Annual SWAA Conference

Sarova Whitesands Beach Resort & Spa, Mombasa, Kenya
09-11 Sep 2019

SpaChina Summit

The Ritz-Carlton, Xi’an, China
+ More diary  
 


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