ResortSuite
ResortSuite
ResortSuite
 
EMPLOYERS: POST A JOB
Free ezines & magazines
Jobs News Video Training Products Magazine Spa Business spa-kit Handbook What's on Advertise Subscribe
Catalogue gallery
More catalogues
Diary dates
Powered by leisurediary.com
28 Feb - 02 Mar 2021
Online,
08-09 Apr 2021
Online,
08-28 Apr 2021
Jeddah Center for Forums and Events, Jeddah, Saudi Arabia
13-20 Apr 2021
Online,
18-19 Apr 2021
ExCeL, London, United Kingdom
10-14 May 2021
Virtual Conference, United States
11-12 May 2021
The Pine Cliffs Resort, Albufeira, Portugal
16-20 May 2021
Raffles City Convention Centre, Singapore
Reopening: critical insights from first ISPA Town Hall
By Megan Whitby 05 Jun 2020
Staff must be empowered to deal with any issues arising from pushback from customers over COVID-19 SOPs
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.


News
1 to 12 of 7715 news stories
25 Feb 2021
Baca Architects has submitted a scheme to transform an unused UK quarry lake and surrounding land into a unique eco-wellness resort centred on waterside living and water-based recreation. The 80-hectare Ashwicken Lake site is situated ... More
24 Feb 2021
The Hot Springs Connection has announced its third-annual conference is scheduled to take place in person at Quinn’s Hot Springs Resort in Paradise, Montana, on May 17-20 2021. Established in 2018, the convention is claimed ... More
24 Feb 2021
The iconic Beverly Hills Hotel Spa in Los Angeles has reopened its doors after seven months of extensive refurbishment and redesign. Christopher Cowdray, CEO of the Dorchester Collection – luxury operating company of the Beverly ... More
23 Feb 2021
US-based skincare company Heyday has announced a US$20m (£14.2m €16.5m) Series B round of funding led by Level 5 Capital Partners (L5), with participation from existing investors Lerer Hippeau and Fifth Wall Ventures. Heyday has ... More
22 Feb 2021
UK Prime Minister Boris Johnson has announced non-essential retail, including spas, salons, close-contact services and gyms, could reopen by 12 April 2021, at the very earliest. Johnson revealed the news today as part of step ... More
22 Feb 2021
A collection of industry organisations, including The British Beauty Council, are working closely with the UK Government to present proposals for a package of industry-saving measures. These include a VAT cut for reopened salon and ... More
22 Feb 2021
Luxury Hawaiian wellness enclave, Sensei Lāna‘i, A Four Seasons Resort has launched an Optimal Wellbeing Programme in partnership with WHOOP, the human performance and wearable tech company. Located at the island resort on Lāna‘i, the ... More
18 Feb 2021
Aman is planning to debut its sister hotel brand Janu in the heart of Tokyo in an urban redevelopment project, called Toranomon-Azabudai development. Janu was unveiled in 2020 with a fresh philosophy based on social ... More
19 Feb 2021
As evidence grows around nature’s wellbeing and health benefits, the team behind the UK’s Lost Gardens of Heligan has created an initiative to demonstrate how its guests can harness nature to boost wellbeing. Heligan has ... More
18 Feb 2021
Barefoot luxury hotel group Soneva has upgraded its secluded Maldivian island retreat, Soneva Jani. Developed by Eva and Sonu Shivdasani, Soneva’s philosophy is SLOW LIFE – sustainable, local, organic, wellness, learning, inspiring, fun experiences. The ... More
17 Feb 2021
Spa education centre Chiva-Som International Academy in Bangkok has upgraded its online course offering for spa and wellness students worldwide. Chiva-Som started offering digital courses in 2020 as an alternative training and education resource during ... More
17 Feb 2021
The Global Wellness Summit (GWS) has announced the appointment of Nicola Finley, MD, to its advisory board. Finley works for US destination spa Canyon Ranch in Tucson and is a board-certified internal medicine physician who ... More
     
International SPA Association - iSPA
Lemi
Company Profile
Subtle Energies
Founded in 1993 by Farida Irani as a clinic of natural therapies, this background underpins the [more]
 
MORE PROFILES
Featured Supplier
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. ... more
TechnoAlpin Deutschland GmbH
Product news
Clean, green, beauty machine: Voya unveils seaweed-infused hand cleanser
Clean, green, beauty machine: Voya unveils seaweed-infused hand cleanser
Davines Group receives prestigious sustainability award
Davines Group receives prestigious sustainability award
ESPA launches Active Nutrients range with three fresh new products
ESPA launches Active Nutrients range with three fresh new products
G.M. Collin develops gentle dual-action cleanser designed to cleanse and treat skin
G.M. Collin develops gentle dual-action cleanser designed to cleanse and treat skin
Iyashi Dôme sets industry standard for touchless infrared sauna technology
Iyashi Dôme sets industry standard for touchless infrared sauna technology
Biologique Recherche refreshes Le Grand Sérum using Nobel-prize-winning technology
Biologique Recherche refreshes Le Grand Sérum using Nobel-prize-winning technology
Directory

 
JOBS
NEWS
VIDEO
TRAINING
PRODUCTS
MAGAZINE
 
SPA BUSINESS
SPA-KIT.NET
SPA BUSINESS HANDBOOK
SUBSCRIBE
ADVERTISE
FREE DIGITAL SUBSCRIPTIONS
CONTACT US

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

©Cybertrek 2021



ResortSuite
ResortSuite
ResortSuite
ResortSuite
Jobs   News   Products   Magazine
NEWS
Reopening: critical insights from first ISPA Town Hall
POSTED 05 Jun 2020 . BY Megan Whitby
Staff must be empowered to deal with any issues arising from pushback from customers over COVID-19 SOPs Credit: 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
RELATED STORIES
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.
ISPA partners with ICF to help coach members through reopening phase


ISPA is partnering with the International Coaching Federation (ICF) to offer pro bono virtual coaching sessions for its members to support them during reopening.
ISPA board elects Patrick Huey as new chair


ISPA has elected a new chair, vice-chair and secretary-treasurer to its board of directors. The new officers’ terms will begin effective immediately.
ISPA replaces 2021 Conference & Expo with virtual event to inform and inspire


The International Spa Association (ISPA) has decided to cancel its upcoming ISPA Conference & Expo in May, due to the ongoing global pandemic.
MORE NEWS
Baca Architects submits scheme for floating eco-wellness sanctuary and spa
Baca Architects has submitted a scheme to transform an unused UK quarry lake and surrounding land into a unique eco-wellness resort centred on waterside living and water- based recreation.
Montana hot springs resort unveils new bathing area in time to host global hot springs convention
The Hot Springs Connection conference is scheduled to take place in person at Quinn’s Hot Springs Resort in Paradise, Montana, on May 17-20 2021.
Beverly Hills Hotel unveils newly renovated spa with design details by Champalimaud Design
The iconic Beverly Hills Hotel Spa in Los Angeles has reopened its doors after seven months of extensive refurbishment and redesign.
Heyday secures US$20m in funding to underpin expansion plans
US-based skincare company Heyday has announced a US$20m (£14.2m €16.5m) Series B round of funding led by Level 5 Capital Partners (L5), with participation from existing investors Lerer Hippeau and Fifth Wall Ventures.
English spas and salons could reopen by mid-April
UK Prime Minister Boris Johnson has announced non-essential retail, including spas, salons, close-contact services and gyms, could reopen by 12 April 2021, at the very earliest.
British Beauty Council urging Government to provide industry lifelines to ‘minimise already-extensive damage’
A collection of industry organisations, including The British Beauty Council, are working closely with the UK Government to present proposals for a package of industry-saving measures.
+ More news   
 
COMPANY PROFILES
Unbescheiden GmbH

Unbescheiden GmbH was founded in 1869 in Baden- Baden, Germany [more...]
+ More profiles  
VIDEO GALLERY

Art of Cryo: More Than Cold
Imagine: in just seconds, you could be on your way to a clear mind. Find out more...
+ More videos  

DIRECTORY
+ More directory  
DIARY

 

28 Feb - 02 Mar 2021

World Spa & Wellness Online Conference

Online,
03-04 Mar 2021

Saltex

NEC, Birmingham, United Kingdom
+ More diary  
 


CONTACT US

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

©Cybertrek 2021

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