A SERIES OF 10 LEADERSHIP LESSONS FOR THRIVING SPA TEAMS

BY JONATHAN ELLERBY, PH. D.

IN A WORLD THAT SOMETIMES FEELS CHAOTIC, spas are more than places of relaxation. They are sanctuaries for the nervous system, heart and soul. Guests arrive carrying not only the weight of stress and schedules, but often the deeper burdens of uncertainty, loss or longing. As spa directors and hospitality leaders, our role is not only to manage services but to cultivate an environment where people can find and feel exactly what they need— whether that is a brief escape, a moment of reconnection or a life-changing shift.

THIS IS THE CONCLUSION OF A 10-PART SERIES. Review all 10 Leadership Lessons for Thriving Spa Teams from Dr. Jonathan Ellerby at pulse. experienceispa. com. bodywork style, sample different wellness treatments or take a new approach to something familiar. They are testing new practices and learning about themselves. l Transformation: Some guests see their spa visit is a part of a transition. They may be healing from grief, navigating a major life shift or searching for stability after feeling overwhelmed. For them, the spa is more than a service— it is a lifeline. The real challenge for leaders is this: Are you ready to meet all three of those guests? Is your team ready?

It’ s not about creating three different businesses— it’ s about cultivating a culture that can adapt to the unique needs of every guest, where teams recognize a guest’ s needs can shift from one visit to the next.

It is helpful to recognize three fundamental intentions of spa clients: recreation, exploration and transformation. l Recreation: Some guests just want to rest and restore. They come for a massage, sauna, salon appointment, and a quiet afternoon away from work and social pressures. For them, the spa needs to be a refuge of comfort and calm. l Exploration: Other spa-goers arrive curious to try a new

The missing ingredient

Most spa professionals are well-trained in technique and service standards. Yet the area where we often feel least prepared is supporting transformation— or enriching the simplest visits with a quality that offers something more. That’ s because transformation isn’ t about complicated methods, it’ s about presence.

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