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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
1 to 12 of 7448 news stories
10 Jul 2020
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. Spas will be permitted to reopen from Monday 13 ... More
09 Jul 2020
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. The new ... More
09 Jul 2020
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. Walter ... More
08 Jul 2020
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. Sarah Livia Brightwood, president of Rancho La Puerta ... More
08 Jul 2020
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. It revealed the news on 3 July in its ... More
07 Jul 2020
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 ... More
07 Jul 2020
The Global Wellness Summit (GWS) has switched venues from Tel Aviv to the US following travel disruption due to the pandemic. The event will now take place from 8-11 November 2020 at The Breakers in ... More
02 Jul 2020
Planning permission has been submitted for a naturally filtered thermal experience and botanical spa and wellbeing hub on a dutch barge moored in West India Quay, London. Conceptualised by bodywork therapist Nico Thoemmes, the Water ... More
01 Jul 2020
As a wave of spas reopen around the world, it’s clear the industry is going to need to be creative to cater to new consumer needs which will likely focus on prioritising health. In light ... More
02 Jul 2020
The UK spa, beauty and wellness industry is in uproar following a recent Prime Minister’s Question time where the urgent matter of reopening the sector reduced MPs to laughter. William Wragg, MP for Hazel Grove ... More
01 Jul 2020
Kathryn Moore, founder of Spa Connectors, has announced the launch of the Hall of Wellness Awards (HOW Awards) to recognise those excelling in their fields in the global spa, beauty and wellness industry. The awards ... More
30 Jun 2020
Italian destination spa, Borgo Egnazia, has reopened to guests and updated its popular Happiness Break to begin at home, with a new set of pre-arrival digital consultations and classes. Borgo Egnazia’s team of therapists has ... More
     
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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

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.
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