28-30 Apr 2024
Radisson Blu Hotel,
Glasgow,
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08-08 May 2024
Hotel Melià ,
Milano ,
Italy
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10-12 May 2024
China Import & Export Fair Complex,
Guangzhou,
China
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13-16 May 2024
Conrad Chia Laguna Sardinia ,
Italy
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14 May 2024
JPMorgan Chase Headquarters,
New York City,
United States
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18-22 May 2024
The Ravenala Attitude Hotel,
Mauritius
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23-24 May 2024
Large Hall of the Chamber of Commerce (Erbprinzenpalais),
Wiesbaden,
Germany
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30-30 May 2024
Four Seasons Hotel George V,
Paris,
France
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Improving customer service requires hard work and dedication, says Mike Wallace |
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By Mike Wallace 11 Sep 2015 |
Mike Wallace Credit: Mike Wallace
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Customer service is becoming more and more sophisticated in today’s world, says Mike Wallace, brand manager for Danubius Hotels Group. In an exclusive Thought Leader column for Spa Opportunities, Wallace talks about what you can do to ensure your staff is up to the challenge.
Improving customer service requires hard work and dedication, by Mike Wallace
Customer service is steadily becoming more sophisticated. Greeting and smiling are not enough, as we all know when we see the smile but feel a lack of sincerity. Now – especially in the spa environment – it’s about emotional intelligence. The more people go to spas, the higher the expectations become.
From the spa manager’s perspective, maintaining service consistency is a challenge, but there are certain tools that are instrumental in ensuring that customer service levels improve.
Staff selection is not easy if you are inheriting a team – if you can start from scratch it’s much better. Read between the lines of the CV, check their references and really pay attention to your first impressions, as these first impressions will be similar for guests. Don’t just ask yourself whether a candidate can do the job, but ask whether they can do the job on a consistent basis over a period of time. Check their past record for ‘job hopping’ and remember to scrutinise their communication skills.
Induction training is critical, and the expectations regarding your spa’s approach to guest communication should be absolutely clear. Make sure the induction is carried out before the staff member is allowed in front of the guest, otherwise, it’s not fair on the guest, it’s not fair on the new employee – and it allows a perfect opportunity for bad habits to sprout.
Short, regular training sessions of about 30 minutes are more effective than full one-day sessions once or twice a year. Role playing, filming role playing and giving feedback are important tools.
The biggest challenge I find is keeping the staff’s body language and behaviour front of house separate from how they behave at home or in the staff canteen. Without constant reinforcement, there is always a tendency for standards to slide.
It’s not customer service in the treatment environment that tends to be the challenge, but the before and after treatment, the behaviour as staff move around the spa, the reception desk, and the lifeguards – these areas need just as much (if not more) attention than the treatment training itself.
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News |
1 to 12 of 8704 news stories |
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25 Apr 2024
Kerzner International has signed deals to operate two new Siro recovery hotels in Mexico and Saudi Arabia, following the launch of the inaugural Siro property in Dubai this February. Designed to offer guests a holistic ... More
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24 Apr 2024
The US spa industry is continuing its upward trajectory, achieving an unprecedented milestone with a record-breaking revenue of US$21.3 billion in 2023, surpassing the previous high of US$20.1 billion in 2022. This data stems from ... More
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24 Apr 2024
Short-term incentives to exercise, such as using daily reminders, rewards or games, can lead to sustained increases in activity, according to new research. Researchers found that even a simple daily reminder encouraged people to move ... More
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24 Apr 2024
Spa and wellness veteran Shannon Malave has been named spa director at iconic US spa destination Mohonk Mountain House. Based in New York’s verdant Hudson Valley and founded in 1869, Mohonk is a historic Victorian ... More
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23 Apr 2024
Six Senses Kyoto opens its doors today, marking the eco-luxury hotel and spa operator’s entry into Japan and a new addition to its urban collection. Situated in the historic Higashiyama district, the 81-key hotel is ... More
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23 Apr 2024
The UAE’s first-ever Dior Spa has officially launched at The Lana, Dubai – the Dorchester Collection’s debut property in the Middle East. Bathed in natural daylight on the hotel’s 29th floor, Dior Spa The Lana ... More
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22 Apr 2024
The Sacred River Spa at Four Seasons Resort Bali at Sayan will reopen later this year with an all-new design plus enhanced treatments and experiences inspired by its river valley home. Nestled amid rich tropical ... More
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18 Apr 2024
The Global Wellness Institute (GWI) has released new data on the US’ wellness economy, valuing it at US$1.8 trillion. According to the organisation's recent report – called The Global Wellness Economy: United States – the ... More
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19 Apr 2024
UK sauna enthusiasts will converge at Galgorm Resort in Northern Ireland next week for the highly anticipated second annual UK Aufguss Championships. Hosted from 22-24, the event will see competitors from across the UK showcasing ... More
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17 Apr 2024
Remedy Place, a US-based social wellness club brand, is poised for steady expansion in the coming years, with plans to open two new clubs annually moving forward Remedy Place is the brainchild of Dr Jonathan ... More
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16 Apr 2024
Swiss longevity brand Clinique La Prairie (CLP) has inked a deal with Montara Hospitality Group to operate a resort at Tri Vananda – a purpose-built wellness community in Phuket, Thailand. Tri Vananda, envisioned as a ... More
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15 Apr 2024
Six Senses has announced the grand opening of its first-ever property and spa in the Caribbean, called Six Senses La Sagesse. With a picturesque beachfront setting and surrounded by verdant hills, Six Senses La Sagesse ... More
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Dröm UK Ltd |
Dröm UK specialises in the design and installation of luxury, bespoke spa and thermal wellbeing
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