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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
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
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ESPA launches Active Nutrients range with three fresh new products
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Iyashi Dôme sets industry standard for touchless infrared sauna technology
Iyashi Dôme has been an industry pioneer for 20 years and is responsible for creating the authentic Japanese long infrared sauna.
Biologique Recherche refreshes Le Grand Sérum using Nobel-prize-winning technology
French skincare specialist Biologique Recherche has reformulated its iconic Le Grand Sérum with a powerful anti-ageing active compound called TélomerActiv©.
Yon-Ka debuts triple-action overnight mask to encourage cell renewal and smooth skin
French skincare brand Yon-Ka has unveiled its first resurfacing overnight mask complete with triple-action effectiveness.
Safe Space appointed official SUITMATE distributor for Great Britain
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Petra Roberts offers customisable yoga and spa accessories
A new company which sources and customises a wide range of yoga accessories, as well as singing bowls, tingsha bells and water bottles, for luxury spas has been launched by Petra Roberts.
Elemis adds new overnight recovery moisturiser to Ultra Smart Pro-Collagen line
British skincare brand Elemis has unveiled the Pro-Collagen Night Genius cream, the latest addition to its best-selling Ultra Smart Pro-Collagen range.
Oakworks upgrades signature massage beds with new sustainable features
Spa and wellness equipment manufacturer Oakworks has updated its stationary massage table range with a new sustainable one-piece removable pad top.
New water wall from Tills Innovations aims to boost ambience and wellbeing
Water feature specialists Tills Innovations has revealed a new style of water wall feature which it believes will be a fitting addition to spas.
Comfort Zone planning virtual spa and wellness festival dedicated to stress management
Luxury Italian skincare brand Comfort Zone is hosting an online spa and wellness festival on 25 February 2021.
Peigin Crowley launches restorative aromatherapy wellbeing brand
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Iyashi Dome offers two infratherapy treatment devices – the Iyashi Dôme and the Iyashi Dôme RenaiS [more...]
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VIDEO GALLERY

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DIRECTORY
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DIARY

 

25-25 Feb 2021

Spa & Wellness Festival: Tranquillity Relax & Unwind

Online: Zoom,
28 Feb - 02 Mar 2021

World Spa & Wellness Online Conference

Online,
+ More diary  
 
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News   Products   Magazine
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
PRODUCT NEWS
ESPA launches Active Nutrients range with three fresh new products
ESPA has unveiled its Active Nutrients collection, incorporating its existing best- selling Optimal Skin line.
G.M. Collin develops gentle dual-action cleanser designed to cleanse and treat skin
Luxury skincare and spa product house G.M. Collin has launched a new oil-based cleanser to purify and hydrate skin.
Iyashi Dôme sets industry standard for touchless infrared sauna technology
Iyashi Dôme has been an industry pioneer for 20 years and is responsible for creating the authentic Japanese long infrared sauna.
Biologique Recherche refreshes Le Grand Sérum using Nobel-prize-winning technology
French skincare specialist Biologique Recherche has reformulated its iconic Le Grand Sérum with a powerful anti-ageing active compound called TélomerActiv©.
Yon-Ka debuts triple-action overnight mask to encourage cell renewal and smooth skin
French skincare brand Yon-Ka has unveiled its first resurfacing overnight mask complete with triple-action effectiveness.
Safe Space appointed official SUITMATE distributor for Great Britain
Safe Space, supplier of lockers and changing room solutions to the fitness and leisure industry, has been named official distributor for SUITMATE, the swimsuit water extractor.
Petra Roberts offers customisable yoga and spa accessories
A new company which sources and customises a wide range of yoga accessories, as well as singing bowls, tingsha bells and water bottles, for luxury spas has been launched by Petra Roberts.
Elemis adds new overnight recovery moisturiser to Ultra Smart Pro-Collagen line
British skincare brand Elemis has unveiled the Pro-Collagen Night Genius cream, the latest addition to its best-selling Ultra Smart Pro-Collagen range.
Oakworks upgrades signature massage beds with new sustainable features
Spa and wellness equipment manufacturer Oakworks has updated its stationary massage table range with a new sustainable one-piece removable pad top.
New water wall from Tills Innovations aims to boost ambience and wellbeing
Water feature specialists Tills Innovations has revealed a new style of water wall feature which it believes will be a fitting addition to spas.
Comfort Zone planning virtual spa and wellness festival dedicated to stress management
Luxury Italian skincare brand Comfort Zone is hosting an online spa and wellness festival on 25 February 2021.
Peigin Crowley launches restorative aromatherapy wellbeing brand
Irish Spa Association co-founder, consultant and industry figure, Peigin Crowley, has unveiled an aromatherapy collection of balms and oils.
+ More products   
 
COMPANY PROFILES
Iyashi Dome

Iyashi Dome offers two infratherapy treatment devices – the Iyashi Dôme and the Iyashi Dôme RenaiS [more...]
+ More profiles  
CATALOGUE GALLERY
+ More catalogues  

VIDEO GALLERY

ResortSuite mobile: give your guests unlimited access to your resort
ResortSuite mobile. Deploy your own fully branded app. Give your guests unlimited access to your resort with real time booking capabilities, dining reservations, itineraries, member profiles and more... Find out more...
+ More videos  

DIRECTORY
+ More directory  
DIARY

 

25-25 Feb 2021

Spa & Wellness Festival: Tranquillity Relax & Unwind

Online: Zoom,
28 Feb - 02 Mar 2021

World Spa & Wellness Online Conference

Online,
+ More diary  
 


ADVERTISE . CONTACT US

Leisure Media, Portmill House, Portmill Lane,
Hitchin, Hertfordshire SG5 1DJ Tel: +44 (0)1462 431385

©Cybertrek 2021

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