“… in the spa world , technology should support the spa experience , not dictate it .”
2 . Efficiencies gained might be service lost . We ’ ve reached something of a crossroads as an industry . Throughout the pandemic , we adapted operations and adjusted protocols to get ( and keep ) our doors open . But now , we ’ re faced with re-evaluating those changes that served us through the height of the pandemic . Business practices such as reduced scheduling or sacrificing product quality to lessen cost per treatment might be healthy for the margins , but they could also be detrimental to the guest experience . Such changes were born of necessity , but it ’ s important that we ask ourselves if we ’ re now beyond that need . Spend time digging deep and questioning the service experience you aim to provide moving forward and identify any practices that might contradict those goals . It ’ s okay if you ’ ve discovered better , more efficient ways to practice — but service integrity must remain top of mind — don ’ t always think purely in dollars and cents .
3 . There is no substitute for the power of human connection . It ’ s no secret that , in this digital age , consumers have integrated technology into nearly every part of their lives . Throughout the pandemic , we have seen the expedition of technology as a means of supporting a “ touch-free ” society and contributing to better public health outcomes . But in the spa world , technology should support the spa experience , not dictate it . Technology can certainly enhance a guest ’ s visit in meaningful ways , but it will likely never replace the unique nature of what we as spa professionals can do for others . Put simply : invest in people and provide them with the support and resources they need to work their magic .
4 . You are the backbone of this industry . We have seen a significant reduction in industry professionals over the last couple of years . The reality is that many spa professionals have likely chosen to
move on permanently , whether by choice or because they simply did not see a path forward within the industry . That said , those of us who remain can help turn that tide . While the industry workforce is being rebuilt , we must be proactive , investing in the education and development of others . There are many ways this can be done , but it ’ s important for each of us to think about how we contribute to the professional development of those around us or those interested in a long-term career in the industry . Partner with local schools , develop the skills of your staff or serve as a mentor . Find a platform to share your love for what you do with others who feel the same way .
The world has changed , and , out of necessity , the landscape of spa changed in order to survive . But what hasn ’ t changed is the core of what makes spa such a vital part of millions of lives , and it ’ s that core that we must not lose sight of as we emerge from the fog of the last two years into the light of what tomorrow will bring . •
MARCUS KEENE iis the Director of Spa Operations at Spas at Wynn and Encore , Las Vegas . Humbled by the opportunity to lead these world-renowned spas , his continued focus is on setting the standard for the five-star , luxury wellness experience . Prior to his tenure with Wynn , Marcus held various hospitality and resort spa positions and graduated from the University of Nevada , Las Vegas with a Bachelor ’ s degree in Psychology .
54 PULSE • APRIL 2022