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PRODUCT NEWS
Reopening: critical insights from first ISPA Town Hall
05 Jun 2020 . BY Megan Whitby
Staff must be empowered to deal with any issues arising from pushback from customers over COVID-19 SOPs / Shutterstock/Space_cat
Staff must be empowered to deal with any issues arising from pushback from customers over COVID-19 SOPs / Shutterstock/Space_cat
ISPA has kicked off its Town Hall Meeting series to share learnings from industry leaders as spas reopen across the globe.

The first event on 3 June saw 500 people sign in to hear an expert panel tackle issues from pricing to managing challenging customers.

The panel, including spa directors Tracy Harper, from Sun Valley; Dawn MacLellan, St. Andrews Country Club; Accor’s Daniel Poulin, Garrett Mersberger, ISPA chair; Daisy Tepper from Post Oak and Landry; were moderated by Patrick Huey from Montage Hotels and Resorts.

PPE breaks
The leaders unanimously agreed that spas must give therapists breaks from PPE, to support their wellbeing and also to allow for thorough cleaning to be carried out.

MacLellan and Tepper said breaks – ranging from 15 to 30 minutes – are a ‘non-negotiable’ aspect of reopening after the pandemic.

Mersberger explained that his spa is assigning two treatment rooms to each therapist, so they can rest from PPE after treatments and conduct back-to-back treatments if needed.

The conversation continued with Tepper stating that her employees are required to wear masks and gloves at all times.

However, this is a matter the industry needs to address, to establish if customers want to be massaged in this way – as Tepper said in her experience, 99 per cent of guests say they don’t want therapists to deliver massage treatments using gloves.

How much to charge?
Huey next asked whether anyone planned on changing prices. The general consensus was that these would remain the same, but Tepper revealed she’s planning to raise them in a month.

“Price isn't an issue,” she said, “we’re not planning on dropping our prices because people need us more than ever and they’re willing to pay.”

Poulin agreed: “There’s no problem with price, as the phone is ringing off the hook. People want 90-minute treatments and they’re ordering multiple treatments at a time. Maybe it’s the first wave and we’ll have to adjust in future, but at the moment people are craving our offering so we’ve no need to lower prices.”

“Be smart about your pricing,” said Huey, “being mindful of your price integrity will be key to the success of your business.”

Learnings from reopening
Huey then asked panellists what they’d do in hindsight, having reopened.

He kicked off saying: “Montage’s experience shows spas should prepare for very high call volumes and should dedicate a portion of their budget to having someone answer the phones”.

Harper recommended ordering and securing supplies of PPE and signage well in advance of re-opening while MacLellan wished she’d implemented a ‘COVID fee’ on top of treatment to help cover costs for PPE.

The group mentioned the importance and popularity of retail in reopened spas. Poulin said that retailed products are already flying off the shelves, with customers keen to buy, and that spas must be prepared for this demand.

What if guests won’t comply?
Huey then asked how they’re handling difficulties with guests accepting new rules, panellists all agreed that preparing and communicating new SOPs and hygiene practices with staff is crucial in the reopening process, as it helps empower therapists and makes them more comfortable dealing with potential questions and pushback from guests.

Poulin added: “Compliance with the rules by customers is what’s going to take time. Don’t underestimate the commitment you need from your people, identify the non-negotiables for them and guests and create a private space where they can explain why something is non-negotiable. The last thing you need is bad press.”

Huey added that having a private space with social-distancing in place is also useful if it’s ever necessary to conduct a discreet secondary screening process for customers with abnormal temperature readings.

Multiple panellists also suggested preparing a commitment document to send to guests before they arrive to provide peace of mind and prepare them in terms of what to expect.

Some panellists explained they’ve updated their intake forms with COVID-appropriate questions and Harper and Poulin said all of their clients are asked to sign an online waiver before agreeing to a treatment.

Changing the menu
Next, the question was posed about whether panellists were still offering body treatments such as scrubs and wraps. Although Mersberger shared that his spa is offering a smaller menu than usual, each respondent unanimously said they’re still offering body treatments, with therapists equipped with PPE. The only exception being Vichy showers, which are not yet back on stream.

No panellist has yet opened their wet, steam or sauna areas – Poulin explained: “This is because it’s hard to social distance and wear masks in these spaces.”

The conversation shifted to back of house and touched on whether anyone had made modifications for reopening. Changes mentioned included controlling occupancy levels, introducing clear signage, offering hand sanitiser and marking out social distancing guidelines on the floor.

To catch up on the full webinar, click here.




Anecdotal evidence suggests that when offered the choice, 99 per cent of customers opt for a message without gloves / Credit: Shutterstock/Microgen
PRODUCT NEWS
Eco Resort Network conference to convene in Mauritius this May
Hospitality industry event Eco Resort Network is set to take place at the Ravenala Attitude Hotel, Turtle Bay, Mauritius, from 18-22 May 2024.
Amra Skincare announces collaboration with St. Regis Red Sea Resort
Amra Skincare, the premium British spa and skincare brand, has been selected as the exclusive spa partner for the St. Regis Red Sea Resort in Saudi Arabia.
Natura Bissé treatments boost wellbeing by almost 70 per cent finds recent study
Spanish skincare and spa brand Natura Bissé has discovered its treatments can increase a sense of wellbeing by almost 70 per cent, as well as improving self-esteem, skin condition and relaxation levels.
Gharieni Group announces launch of Metawell
The Gharieni Group has expanded its family of brands with Metawell: a new brand that will exclusively communicate and offer its mind/body wellness technologies offering in the global market.
Exhale taps Salt Chamber to create comprehensive recovery lounge in NYC
Salt Chamber has announced a collaboration with Exhale at its new flagship location at Virgin Hotels New York City on a multisensory salt room.
Continuum Footspas introduces Infinity Glass Pedicure Bowl
Pedicure equipment manufacturer Continuum Pedicure Footspas has launched a new pedicure bowl finished with an iridescent tint.
Balanced Body partners with Third Space on its new group reformer pilates offering
As Third Space unveiled its latest club in Wimbledon at the end of 2023 as part of its growth development into suburban, residential locations, it also revealed a new state of the art Reformer Pilates studio at the new site in response to members seeking a low-impact, full- body workout for all abilities.
Lemi launches ThermoSoft-V treatment bed
Lemi has combined vibroacoustic therapy and heat therapy to create its new ThermoSoft-V treatment bed and help lull spa guests into a deeply relaxed physical and mental state.
Hair wellness brand Monpure secures Chewton Glen as first UK spa account
English country house hotel and spa Chewton Glen has announced a partnership with healthy hair and wellness brand, Monpure.
Myndstream unveils new 12-hour playlists for spas
Myndstream has introduced four new extra-long playlists of wellness music to offer spas an easy solution to improve their customer journey with sound therapy all day long.
Leo Tonkin, Salt Chamber CEO, unveils Distinctly Well podcast
Wellness industry figure and CEO of Salt Chamber, Leo Tonkin, has launched a podcast to explore and deepen the industry’s understanding of the latest trends and innovations in longevity and wellness.
Voya unveils new essential oils and Lazy Days seaweed bathing accessory
Voya has expanded its aromatherapy portfolio with three new essential oils; Lift, Rest and Zest.
+ More products  

COMPANY PROFILES
Dröm UK Ltd

Dröm UK specialises in the design and installation of luxury, bespoke spa and thermal wellbeing area [more...]
SKINHAPTICS

Founded by biochemist Sandrine Dahan in 2010 in Paris, Skinhaptics is an expert French skincare br [more...]
+ More profiles  
CATALOGUE GALLERY
 

+ More catalogues  

DIRECTORY
+ More directory  
DIARY

 

02-04 Mar 2024

World Spa & Wellness Conference

Excel exhibition and conference centre , London, United Kingdom
03-05 Mar 2024

IBS New York

Javits Convention Center, New York, United States
+ More diary  
 
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©Cybertrek 2024
Uniting the world of spa & wellness
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Sign up here ▸
News   Products   Magazine   Subscribe
PRODUCT NEWS
Reopening: critical insights from first ISPA Town Hall
05 Jun 2020 . BY Megan Whitby
Staff must be empowered to deal with any issues arising from pushback from customers over COVID-19 SOPs / Shutterstock/Space_cat
ISPA has kicked off its Town Hall Meeting series to share learnings from industry leaders as spas reopen across the globe.

The first event on 3 June saw 500 people sign in to hear an expert panel tackle issues from pricing to managing challenging customers.

The panel, including spa directors Tracy Harper, from Sun Valley; Dawn MacLellan, St. Andrews Country Club; Accor’s Daniel Poulin, Garrett Mersberger, ISPA chair; Daisy Tepper from Post Oak and Landry; were moderated by Patrick Huey from Montage Hotels and Resorts.

PPE breaks
The leaders unanimously agreed that spas must give therapists breaks from PPE, to support their wellbeing and also to allow for thorough cleaning to be carried out.

MacLellan and Tepper said breaks – ranging from 15 to 30 minutes – are a ‘non-negotiable’ aspect of reopening after the pandemic.

Mersberger explained that his spa is assigning two treatment rooms to each therapist, so they can rest from PPE after treatments and conduct back-to-back treatments if needed.

The conversation continued with Tepper stating that her employees are required to wear masks and gloves at all times.

However, this is a matter the industry needs to address, to establish if customers want to be massaged in this way – as Tepper said in her experience, 99 per cent of guests say they don’t want therapists to deliver massage treatments using gloves.

How much to charge?
Huey next asked whether anyone planned on changing prices. The general consensus was that these would remain the same, but Tepper revealed she’s planning to raise them in a month.

“Price isn't an issue,” she said, “we’re not planning on dropping our prices because people need us more than ever and they’re willing to pay.”

Poulin agreed: “There’s no problem with price, as the phone is ringing off the hook. People want 90-minute treatments and they’re ordering multiple treatments at a time. Maybe it’s the first wave and we’ll have to adjust in future, but at the moment people are craving our offering so we’ve no need to lower prices.”

“Be smart about your pricing,” said Huey, “being mindful of your price integrity will be key to the success of your business.”

Learnings from reopening
Huey then asked panellists what they’d do in hindsight, having reopened.

He kicked off saying: “Montage’s experience shows spas should prepare for very high call volumes and should dedicate a portion of their budget to having someone answer the phones”.

Harper recommended ordering and securing supplies of PPE and signage well in advance of re-opening while MacLellan wished she’d implemented a ‘COVID fee’ on top of treatment to help cover costs for PPE.

The group mentioned the importance and popularity of retail in reopened spas. Poulin said that retailed products are already flying off the shelves, with customers keen to buy, and that spas must be prepared for this demand.

What if guests won’t comply?
Huey then asked how they’re handling difficulties with guests accepting new rules, panellists all agreed that preparing and communicating new SOPs and hygiene practices with staff is crucial in the reopening process, as it helps empower therapists and makes them more comfortable dealing with potential questions and pushback from guests.

Poulin added: “Compliance with the rules by customers is what’s going to take time. Don’t underestimate the commitment you need from your people, identify the non-negotiables for them and guests and create a private space where they can explain why something is non-negotiable. The last thing you need is bad press.”

Huey added that having a private space with social-distancing in place is also useful if it’s ever necessary to conduct a discreet secondary screening process for customers with abnormal temperature readings.

Multiple panellists also suggested preparing a commitment document to send to guests before they arrive to provide peace of mind and prepare them in terms of what to expect.

Some panellists explained they’ve updated their intake forms with COVID-appropriate questions and Harper and Poulin said all of their clients are asked to sign an online waiver before agreeing to a treatment.

Changing the menu
Next, the question was posed about whether panellists were still offering body treatments such as scrubs and wraps. Although Mersberger shared that his spa is offering a smaller menu than usual, each respondent unanimously said they’re still offering body treatments, with therapists equipped with PPE. The only exception being Vichy showers, which are not yet back on stream.

No panellist has yet opened their wet, steam or sauna areas – Poulin explained: “This is because it’s hard to social distance and wear masks in these spaces.”

The conversation shifted to back of house and touched on whether anyone had made modifications for reopening. Changes mentioned included controlling occupancy levels, introducing clear signage, offering hand sanitiser and marking out social distancing guidelines on the floor.

To catch up on the full webinar, click here.
If you would like to get each issue of Spa Business and Spa Business insider magazines sent direct to you for FREE, plus the weekly Spa Business and Spa Business insider ezines, sign up now!





Anecdotal evidence suggests that when offered the choice, 99 per cent of customers opt for a message without gloves / Credit: Shutterstock/Microgen
PRODUCT NEWS
Eco Resort Network conference to convene in Mauritius this May
Hospitality industry event Eco Resort Network is set to take place at the Ravenala Attitude Hotel, Turtle Bay, Mauritius, from 18-22 May 2024.
Amra Skincare announces collaboration with St. Regis Red Sea Resort
Amra Skincare, the premium British spa and skincare brand, has been selected as the exclusive spa partner for the St. Regis Red Sea Resort in Saudi Arabia.
Natura Bissé treatments boost wellbeing by almost 70 per cent finds recent study
Spanish skincare and spa brand Natura Bissé has discovered its treatments can increase a sense of wellbeing by almost 70 per cent, as well as improving self-esteem, skin condition and relaxation levels.
Gharieni Group announces launch of Metawell
The Gharieni Group has expanded its family of brands with Metawell: a new brand that will exclusively communicate and offer its mind/body wellness technologies offering in the global market.
Exhale taps Salt Chamber to create comprehensive recovery lounge in NYC
Salt Chamber has announced a collaboration with Exhale at its new flagship location at Virgin Hotels New York City on a multisensory salt room.
Continuum Footspas introduces Infinity Glass Pedicure Bowl
Pedicure equipment manufacturer Continuum Pedicure Footspas has launched a new pedicure bowl finished with an iridescent tint.
Balanced Body partners with Third Space on its new group reformer pilates offering
As Third Space unveiled its latest club in Wimbledon at the end of 2023 as part of its growth development into suburban, residential locations, it also revealed a new state of the art Reformer Pilates studio at the new site in response to members seeking a low-impact, full- body workout for all abilities.
Lemi launches ThermoSoft-V treatment bed
Lemi has combined vibroacoustic therapy and heat therapy to create its new ThermoSoft-V treatment bed and help lull spa guests into a deeply relaxed physical and mental state.
Hair wellness brand Monpure secures Chewton Glen as first UK spa account
English country house hotel and spa Chewton Glen has announced a partnership with healthy hair and wellness brand, Monpure.
Myndstream unveils new 12-hour playlists for spas
Myndstream has introduced four new extra-long playlists of wellness music to offer spas an easy solution to improve their customer journey with sound therapy all day long.
Leo Tonkin, Salt Chamber CEO, unveils Distinctly Well podcast
Wellness industry figure and CEO of Salt Chamber, Leo Tonkin, has launched a podcast to explore and deepen the industry’s understanding of the latest trends and innovations in longevity and wellness.
Voya unveils new essential oils and Lazy Days seaweed bathing accessory
Voya has expanded its aromatherapy portfolio with three new essential oils; Lift, Rest and Zest.
+ More products   
 
COMPANY PROFILES
Dröm UK Ltd

Dröm UK specialises in the design and installation of luxury, bespoke spa and thermal wellbeing area [more...]
+ More profiles  
CATALOGUE GALLERY
+ More catalogues  

DIRECTORY
+ More directory  
DIARY

 

02-04 Mar 2024

World Spa & Wellness Conference

Excel exhibition and conference centre , London, United Kingdom
03-05 Mar 2024

IBS New York

Javits Convention Center, New York, United States
+ More diary  
 


ADVERTISE . CONTACT US

Leisure Media
Tel: +44 (0)1462 431385

©Cybertrek 2024

ABOUT LEISURE MEDIA
LEISURE MEDIA MAGAZINES
LEISURE MEDIA HANDBOOKS
LEISURE MEDIA WEBSITES
LEISURE MEDIA PRODUCT SEARCH
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