SOUND OFF
DO YOU EVER WONDER how your THIS MONTH’S QUESTION:
peers would handle a situation? Maybe you’re cu-
rious what other leaders in the spa industry have
to say on a certain subject. In Sound Off,
we ask ISPA members from differing backgrounds,
countries and companies the same question and
see how their answers compare. “What’s your spa’s
top goal for 2020,
and what’s the first
step you’re taking to
reach it?”
GLORIA AH SAM KATLYN HATCHER CECILIA HERCIK ALLEN HUNT
Director of Spa and Wellness
The Kahala Hotel and Resort Director of Spa and Wellness
Nemacolin Woodlands
Resort & Spa Director of Spa & Wellness
Four Seasons Resort Hualalai
– Hulalai Spa Director of Spa & Recreation
Marriott Marquis Houston
“Achieve a 25 percent
profit margin. Streamline
staffing, new menu launch
with competitive pricing,
add a nail salon loyalty
program and introduce a
gratuity incentive for the
spa receptionists to upsell
treatment enhancements
and train the staff on
suggestive selling
techniques to increase
revenue.” “We are working to grow “Hualalai Spa’s 2020 goal “Increase revenues by 10
our wellness programs
and offerings. We recently
completed an exciting ex-
pansion of our Holistic
Healing Center, adding on
new technologies and cu-
rated wellness packages
to enhance guests’ physi-
cal and mental wellbeing.
Our first step has been to
educate—we educate and is to nurture, grow and
develop. We will continue
to nurture our connection
to our guests and to each
other. We will invest in
developing our team’s
craftsmanship by being
innovative, constantly
evolving and leading by
inspiration. By doing the
right things and by cre- percent. Move local guests
from 50 percent to 54 per-
cent of our total guests
through outreach pro-
grams and incentive-
driven deals early- to
mid- week. We will also
yield price holidays and
other high demand times
and days.” n
incentivize our spa guests ating high performing and have a referral pro-
gram with spa associates
to drive guests to the Ho-
listic Healing Center.” teams.”
MARCH 2020
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PULSE
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