MEMBER PERSPECTIVES

BY JOSH CORMAN

BY JOSH CORMAN

MANY SPA LEADERS WAITED well more than a year to open their doors to guests with no pandemic-related limitations on occupancy in place . Many spas have been able to do just that in recent months , but some have found it challenging to manage guest expectations at a time when demand for services is exceptionally high and staffing shortages continue to be an issue across the industry . This trend is not limited to the spa industry , with reports from across the hospitality sector of rude — and in some cases , even abusive — behavior toward customerfacing staff . To better understand the impact of this phenomenon on spas , Pulse spoke with three leaders who have sought to support their employees while maintaining a high level of guest service .

This lobby welcomes guests to Skana Spa at Turning Stone Resort and Casino .

34 PULSE ^■ SEPTEMBER 2021