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NEWS
‘No room for error’ during spas reopenings, say Pitsikalis and Ryan
POSTED 29 May 2020 . BY Megan Whitby
Pitsikalis revealed ISPA has had reports of spas getting calls about their hygiene standards
Globally, spas have only got one opportunity to get reopening right, says Frank Pitsikalis, chair of the ISPA Foundation board of directors.

Speaking on a Professional Beauty webinar panel recently, Pitsikalis said the pandemic has caused a renewed focus on wellness, but that this means once the industry reopens it will be crucial to avoid mistakes.

“We have to get this right. There should be very strong fundamentals adopted, because the last thing we need as an industry is a misstep or bad PR,” he said. “We’ve got to ensure we have SOPs and guidelines in place, and provide effective training.

“The people developing the guidelines may be well versed in them, but as they bring staff back from furlough, there has to be a training component, along with compliance, to avoid mistakes.”

Pitsikalis revealed ISPA has had reports of spas getting calls about their hygiene standards, saying; “there are lots of eyes on our industry because it’s so high-touch".

Marriott International’s Ken Ryan, VP of global operations: spa, fitness and online retail, urged operators to treat reopening like a new opening, with only one opportunity to take people on the most amazing experience the spa can provide.

“Open having done enough preparation so that when customers walk through the door they’ll have the best experience they possibly can,” he said, “don’t just figure it out along the way – it’s critical the first steps you take are highly calculated.”

He recommended spas work closely with local government and authorities for guidance and to only reopen once they are completely prepared with things like training and PPE, saying: “Make sure you have resources in places to protect both associates and customers”.

Ryan concluded by saying: “It’s likely from what we’re hearing around the world that the first customers coming through your door are going to be a minority and they’re going to be a little more relaxed.

“We need to be very careful that we’re steadfast for the long haul in the procedures and policies we put in place because it’s the customers that come after those carefree guests that are going to be checking your hygiene and cleaning protocols and procedures.

“Stay steadfast with whatever procedures you put in place and continue them for the long haul. You have to make sure that every customer feels comfortable and safe.”

Top 10 takeaways

Be aware more challenging guests will come as time goes by

Treat reopening like a new opening

Work with local government and local authorities

Follow guidelines

Avoid PR disasters. Be aware consumers may report you

Ensure very strong fundamentals are adopted

Train all staff rigorously in new SOPs and supervise for compliance

Be prepared – don’t just figure it out along the way

Stay steadfast with new procedures – prepare for the long-haul

Ensure customers have the very best experience

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!
RELATED STORIES
Reopening: critical insights from first ISPA Town Hall


ISPA has kicked off its Town Hall Meeting series to share learnings from industry leaders as spas reopen across the globe.
Operators partner with medical institutions to enhance hygiene standards


A growing number of operators are joining forces with medical bodies to develop enhanced cleanliness standards following COVID-19.
MORE NEWS
Jubilation as spas set to reopen in England and Scotland following gruelling lobbying campaign
England and Scotland have become the most recent countries to announce their spas will reopen, following a hard-fought campaign by industry associations, operators and the media.
Wild wellness: Beaverbrook Hotel and Spa develops nature-based wellness experiences
Luxury country house hotel, Beaverbrook Hotel and Spa, in Leatherhead, UK, has curated a series of wild wellness experiences to assist with both emotional and physical wellbeing following its reopening on 4 July.
Todd Walter appointed president of WTS
WTS International has snapped up Todd Walter as its new president, following the demise of Mynd Spa & Salon – formerly The Elizabeth Arden Red Door Salon & Spa – where he was CEO.
Wellness specialists from Rancho La Puerta and The Farm to host virtual masterclass on healing journeys
Healing Hotels of the World is hosting a virtual Master Class with wellness experts from luxury destination spas, Rancho la Puerta and The Farm at San Benito.
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News   Products   Magazine
NEWS
‘No room for error’ during spas reopenings, say Pitsikalis and Ryan
POSTED 29 May 2020 . BY Megan Whitby
Pitsikalis revealed ISPA has had reports of spas getting calls about their hygiene standards
Globally, spas have only got one opportunity to get reopening right, says Frank Pitsikalis, chair of the ISPA Foundation board of directors.

Speaking on a Professional Beauty webinar panel recently, Pitsikalis said the pandemic has caused a renewed focus on wellness, but that this means once the industry reopens it will be crucial to avoid mistakes.

“We have to get this right. There should be very strong fundamentals adopted, because the last thing we need as an industry is a misstep or bad PR,” he said. “We’ve got to ensure we have SOPs and guidelines in place, and provide effective training.

“The people developing the guidelines may be well versed in them, but as they bring staff back from furlough, there has to be a training component, along with compliance, to avoid mistakes.”

Pitsikalis revealed ISPA has had reports of spas getting calls about their hygiene standards, saying; “there are lots of eyes on our industry because it’s so high-touch".

Marriott International’s Ken Ryan, VP of global operations: spa, fitness and online retail, urged operators to treat reopening like a new opening, with only one opportunity to take people on the most amazing experience the spa can provide.

“Open having done enough preparation so that when customers walk through the door they’ll have the best experience they possibly can,” he said, “don’t just figure it out along the way – it’s critical the first steps you take are highly calculated.”

He recommended spas work closely with local government and authorities for guidance and to only reopen once they are completely prepared with things like training and PPE, saying: “Make sure you have resources in places to protect both associates and customers”.

Ryan concluded by saying: “It’s likely from what we’re hearing around the world that the first customers coming through your door are going to be a minority and they’re going to be a little more relaxed.

“We need to be very careful that we’re steadfast for the long haul in the procedures and policies we put in place because it’s the customers that come after those carefree guests that are going to be checking your hygiene and cleaning protocols and procedures.

“Stay steadfast with whatever procedures you put in place and continue them for the long haul. You have to make sure that every customer feels comfortable and safe.”

Top 10 takeaways

Be aware more challenging guests will come as time goes by

Treat reopening like a new opening

Work with local government and local authorities

Follow guidelines

Avoid PR disasters. Be aware consumers may report you

Ensure very strong fundamentals are adopted

Train all staff rigorously in new SOPs and supervise for compliance

Be prepared – don’t just figure it out along the way

Stay steadfast with new procedures – prepare for the long-haul

Ensure customers have the very best experience

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!
RELATED STORIES
Reopening: critical insights from first ISPA Town Hall


ISPA has kicked off its Town Hall Meeting series to share learnings from industry leaders as spas reopen across the globe.
Operators partner with medical institutions to enhance hygiene standards


A growing number of operators are joining forces with medical bodies to develop enhanced cleanliness standards following COVID-19.
MORE NEWS
Jubilation as spas set to reopen in England and Scotland following gruelling lobbying campaign
England and Scotland have become the most recent countries to announce their spas will reopen, following a hard-fought campaign by industry associations, operators and the media.
Wild wellness: Beaverbrook Hotel and Spa develops nature-based wellness experiences
Luxury country house hotel, Beaverbrook Hotel and Spa, in Leatherhead, UK, has curated a series of wild wellness experiences to assist with both emotional and physical wellbeing following its reopening on 4 July.
Todd Walter appointed president of WTS
WTS International has snapped up Todd Walter as its new president, following the demise of Mynd Spa & Salon – formerly The Elizabeth Arden Red Door Salon & Spa – where he was CEO.
Wellness specialists from Rancho La Puerta and The Farm to host virtual masterclass on healing journeys
Healing Hotels of the World is hosting a virtual Master Class with wellness experts from luxury destination spas, Rancho la Puerta and The Farm at San Benito.
Dubai government gives green light for spas to reopen
The government of Dubai has announced that spas and massage centres across the emirate can now open for business following the coronavirus lockdown on 15 March.
Anna Teal: “Spas need to consider re-evaluating the role of the therapist”
According to CEO of Aromatherapy Associates (AA), Anna Teal, online retail has been crucial for business following enforced closure of spas. Speaking exclusively to Spa Business, Teal shared how the company has pivoted its online offering and how the industry can capitalise off demand for online retail.
+ More news   
 
FEATURED SUPPLIERS

Cooling me softly: SnowRoom offers ultimate feel-good factor
Nothing electrifies the senses and sparks emotions like encountering fresh snow. [more...]

BC SoftWear develops natural cotton and triple layer face masks for washing and reusing
Following a quick customer survey to establish demand, BC SoftWear pulled out all the stops to design and deliver a high quality and exceptional value face mask that their customers in the hotel, laundry and spa sectors could rely upon. [more...]
COMPANY PROFILES
Blu Spas, Inc.

Blu is a full-service firm offering consulting, advisory and operating solutions. [more...]
+ More profiles  
CATALOGUE GALLERY
+ More catalogues  

VIDEO GALLERY

Zenoti - Technology designed for the post-COVID world
Zenoti enables customers and employees to use personal devices, assuring safety and convenience. Guests receive “Uber-like” convenience, with intuitive booking, less wait-times, and automatic check-ins and payments. You deliver exceptional experiences, while spending less on other systems. Find out more...
+ More videos  

DIRECTORY
+ More directory  
DIARY

 

16-17 Jul 2020

APSWC Round Table 2020

Naman Resort, Da Nang, Vietnam
03-05 Aug 2020

World Fitness & Wellness Summit

Raffles City Convention Centre, Singapore
+ More diary  
 


ADVERTISE . CONTACT US

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

©Cybertrek 2020

ABOUT LEISURE MEDIA
LEISURE MEDIA MAGAZINES
LEISURE MEDIA HANDBOOKS
LEISURE MEDIA WEBSITES
LEISURE MEDIA PRODUCT SEARCH
PRINT SUBSCRIPTIONS
FREE DIGITAL SUBSCRIPTIONS