“ Every year we have a whole advisory committee that looks at the standards to determine what needs to be changed , added or removed .”
the therapist needs to have enough tools in their toolbox to provide that guest with the level of treatment they are wanting .
ISPA : Regarding service ware and uniforms , are there certain guidelines ? MC : We want the staff to represent the beauty of the spa . They need to look clean and professional . The uniforms need to be fitted and not look like they grabbed the last uniform left in the pile . We want the jewelry to be appropriate and not hinder the service provided . Along with hair being neat and appropriate .
ISPA : Many of us are familiar with the standard that states a guest does not have to wonder or ask where to change or wait for therapists . How has this changed ? MC : This was retired in 2023 . Every year we have a whole advisory committee that looks at the standards to determine what needs to be changed , added or removed . This
“ Every year we have a whole advisory committee that looks at the standards to determine what needs to be changed , added or removed .”
— MICHAEL CONTE
was retired because we still have a standard within the arrival process , which is : first-time guests are given a brief orientation of the locker room area . It ’ s to ensure that when guests are in locker space or relaxation area , they aren ’ t wondering where to go , so it ’ s included in the orientation and tour .
ISPA : Once a client books an appointment , what is the turnaround time for the confirmation ? MC : We would obviously like for it to be as soon as possible , but we give spas 24 hours to get the confirmation to the guests . A lot of spas have programs that will send
confirmations automatically , but for the spas that don ’ t have those programs we want to allow enough time for
them to get the confirmation to the guests , but also not forget .
ISPA : If refreshments and snacks are provided at the spa , are there certain criteria on what those should be ? MC : We ’ re looking for a healthy variety of snacks and one specialty snack . Some spas are working with their culinary team to create something that is unique to that spa . However , if a spa does not have access to a culinary team in their food and beverage department , that ’ s okay . There are great companies that make unique snacks . The idea is to not let guests think you just ran to the grocery store and picked up a random snack . It ’ s about elevating and getting something unique .
ISPA : We know that the Five-Star rating is about extraordinary attention to the guest and luxury elements . Can you elaborate a little more on the Guest Experience Score and what those entail ? MC : When guests choose a spa , they ’ re looking for an entire experience . One of the things we ’ re looking at — from a luxury guest experience — is this something that ’ s unique and something you won ’ t see everywhere you go . The guest experience score is new for 2023 and one of the bigger changes we ’ ve made . For spas there are four questions that can raise or lower the spa ’ s score . The big one is that you feel like your service and experience is personalized and not one of many . We want to make sure the facilities are pristine . Condition and cleanliness are imperative . We want to make sure the concept is unique and that there ’ s something different about your spa . And
4 Questions in the Guest Experience Score
1 : Do guests feel their experience is personalized ? 2 : Are facilities pristine ? 3 : Does the spa offer a unique brand concept ? 4 : Do guests feel they received great value in their experience ?
MAY / JUNE 2023 n PULSE 63