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‘No room for error’ during spas reopenings, say Pitsikalis and Ryan
By Megan Whitby 29 May 2020
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



News
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Elemis has appointed its co-founder and president of Elemis USA, Noella Gabriel, to global president, effective immediately. The decision is part of a wider leadership reshuffle which sees Oriele Frank, previously Elemis’ UK managing director, ... More
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Accor’s global VP of wellbeing, Emlyn Brown, believes COVID-19 has provided a platform for hotel spas in city locations to leverage the local market and become a crucial revenue driver. Speaking in a recent webinar ... More
21 Oct 2020
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In a COVID-19 era, human touch and physical connection are being restricted like never before, but results from the world’s largest global touch study show that 54 per cent of people felt they had too ... More
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Jobs   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

RELATED STORIES
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A growing number of operators are joining forces with medical bodies to develop enhanced cleanliness standards following COVID-19.
Reopening: critical insights from first ISPA Town Hall


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Noella Gabriel promoted to Elemis’ global president in leadership shake up
Elemis has appointed its co-founder and president of Elemis USA, Noella Gabriel, to global president, effective immediately.
Nobu continues global expansion and announces plans for debut African property in Marrakech
Global lifestyle brand Nobu Hospitality, founded by Robert De Niro, Nobu Matsuhisa and Meir Teper, is continuing its global expansion with a new luxury destination in Marrakech, Morocco, scheduled to open Q3 2021.
COVID-19 is helping hoteliers recognise the value of spa revenue, says Emlyn Brown
Accor’s global VP of wellbeing, Emlyn Brown, believes COVID-19 has provided a platform for hotel spas in city locations to leverage the local market and become a crucial revenue driver.
ISPA launches new members-only virtual education series hosted by Patrick Huey
ISPA has revealed it will host a new virtual education series, called Shine On, featuring leading industry voices sharing their insights on a range of subjects critical to the industry’s present and future.
GSN Planet launches Sustainability Guide to inspire businesses to become conscious consumers during pandemic
GSN Planet (GSN) has recently unveiled a COVID-19 Sustainability Guide in response to the global pandemic.
Remote mountain spa resort in Greece unveils seclusion retreat
Luxury Greek destination, Aristi Mountain Resort & Villas, has launched an exclusive seclusion programme designed for guests looking for a remote wellbeing escape.
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