MEMBER PROFILE
(CONTINUED FROM PAGE 18)
skills, crucial in such a multicultural
environment, and has even been developing a cross-training plan within the
spa for staff to share their skills with
each other. This supplements the rigorous ongoing professional development
and educational requirements Evapudan
expects of her team.
Customer Service
Programming
The spa uses two primary servicefocused programs called “Get Me Right”
and “Wow Me If You Can,” which
emphasize personalized service and
exceeding expectations.
“Get Me Right” is about guest preferences, and tracks treatment requests and
details over time. The spa looks at each
guest’s history and which treatments
they enjoy, as well as their preferred
therapist, if applicable. Some important
personal information, such as allergies, is
also recorded on the first visit and used
later to create tailor-made treatments and
easier booking.
“For any first-time guest, all staff
members try to get information on guest
preference during their interaction,”
Evapudan says. “We log the information, share during briefing, execute and
keep the record in the system.”
“Wow Me If You Can” makes use of
guest feedback during interactions with
staff, and similarly targets the experience
depending on how guests responded.
All of these details are taken together to
craft simple but improved repeat spa
visits that are targeted at a client’s specific needs.
“We use all these pieces of information and acknowledge them when the
guest comes back,” Evapudan says.
“These small details make them feel
special. For us, we appreciate that they
keep visiting us. It is a mutual need and
keeps the relationship healthy.”
Sharm El Sheik might be known for
its diving and its sun, but the resort has
added a unique spa experience to the
mix that further enhances its international reputation. n
ABOUT
THE SPA
Spa open date: May 2002
Square footage: 1,120 square meters
Number of treatment rooms: 13
Number of full-time spa staff: 19
Guest ratio percentage (female
vs. male): 60 percent vs 4 \