I might say ,“ Listen , we only have five more days to the month , and we are $ 10,000 behind . What sales or what promotions can we run ?”
One other best practice is for the spa director to sit down with your finance director and show the reports you can generate and how the system works . Because sometimes the finance director has questions they can answer themselves using the system , instead of having to ask the spa director .
Pulse : You ’ re working at a multifaceted property . How does what you ’ ve shared translate to day spas or smaller operations ? CCR : It doesn ’ t matter what scale of business you have . Initially , you need to spend the time showing your staff how to use the operating systems . Teaching them how to use the technology is crucial — especially in the spa world , where most of the staff are more kinesthetic , more hands on and less into technology . n
Data Management System Best Practices
Anticipation
Accountability
Advancement
Anticipate your clients ’ needs
l Set clear expectations . Use your operating system ’ s menu design features , pre-arrival communications and other marketing / PR tools as efficient ways to create and dispatch information . l Communicate , communicate , communicate ! Through intentional , proactive communication processes , you can ensure your team is always informed about client arrivals and special requests or needs . l Manage resources effectively . Using your revenue forecast , you can ensure your team is poised to provide the best service — and the best experience — based on the flow of your daily business .
Be accountable l Maintain good records . Require providers , reservation agents , receptionists and other users to use the notes features to record important service information . Conduct spot checks for consistent usage of this powerful tool . l Monitor performance . Look at productivity reports regularly so you can identify where you might need to tweak your operation . l Collect feedback . Check guest satisfaction and communication flow daily to see what you ’ re doing right and what might need attention . Be open to making operational changes based on feedback from guests and team members .
Advance your business l Optimize revenue . Use revenue forecasts to promote underutilized services , run specials in your boutique or adjust your teams ’ schedules to maximize results . l Hold regular team training . Make sure to include reviews of your operating system tools and techniques . Ask for feedback on process improvement opportunities . l Implement pricing strategies . Yield management and dynamic pricing practices make sure you ’ re getting the most out of your opportunities .
KRISTINE HUFFMAN , LICSW , provides Mental Wellness 1:1 services at Canyon Ranch Lenox . Formerly a partner with Hutchinson Consulting and an ISPA Board member , she brings more than 30 years of experience in hospitality and human services , including providing leadership , psychotherapeutic services , staff training , program development and brand direction for the award-winning Canyon Ranch , Miraval and Travaasa Resorts .
28 PULSE n OCTOBER / NOVEMBER 2024