Pulse April 2023 | Page 35

there to listen is the most important part for the guest , showcasing that you truly care and ensuring they are heard so you can create a way to turn around their experience .”
Penny offers some words of wisdom about viewing imperfect customer service from the client ’ s perspective . “ There are unfortunately times where the service standards are delivered in a more transactional manner , which guests can pick up on ,” she notes , and reiterates the value of a strong staff training and review process : “ We make sure to review the feedback with the service professional and then determine if more training / roleplays are needed to assist them with understanding this better . Service standards should be delivered in a gracious and thoughtful way to truly make the guest feel special .” n

“ Sometimes even just being there to listen is the most important part for the guest .”

FEATURED VOICES
— KERRY WERNER , Stillwater Spa at the Park Hyatt Toronto
KARRILYNN KEITH Spa Manager THE SPA AT KILAGA SPRINGS
PENNY KRIEL
Corporate Director of Spa & Wellness
SALAMANDER HOTELS AND RESORTS
ABBI PORTER Spa Director STONEDRIFT SPA AT EAGLE RIDGE RESORT & SPA
KERRY WERNER Director of Spa STILLWATER SPA AT THE PARK HYATT TORONTO
APRIL 2023 n PULSE 33