Guests relax outdoors at Montage Palmetto Bluff .
A Team Effort
On the other side of the country at Montage Palmetto Bluff in Bluffton , South Carolina , Director of Spa Livia Reddington says that the demand for services is nearly unprecedented . She adds that the vast majority of guests and members have treated the staff warmly and gratefully over the summer , noting that the property ’ s experience planning team and the spa concierge has played a key role in that area . “ We ’ re trying to get ahead of it , so that team reaches out and really plants the seed that , if there are spa services [ the guest ] is interested in , we highly encourage booking now . It helps manage that expectation from the beginning ,” she says .
Still , the call and email volume has been so high that even the spa concierge ’ s automated email response notes that guests should anticipate a 48-hour response time . The spa also encourages guests and members to book online , which Reddington describes as a “ pressure release valve ” for her team . Not every spa has these resources available , but as Reddington notes , even simple adjustments to a spa ’ s confirmation email can help mitigate potential conflicts before they occur . “ Even if you ’ re a smaller spa , the email can help to communicate the anticipation of a delay ,” which can remove the potential for the guest to be unpleasantly surprised to find their preferred treatment isn ’ t available for a same-day booking .
If a guest does make it through those safeguards and an issue arises , Reddington echoes the importance of balancing the exceptional service for which her spa is known
with her team ’ s well-being . In lieu of a buzzer system , the spa relies on communication platforms such Microsoft Teams to allow desk staff to notify a member of the leadership team about any guest service issues so they can intervene if need be . “ Regardless of the size of your operation , appreciation for the team is super important ,” she says . “ It ’ s really critical that we keep the wellness — physical and mental — of our teams front of mind . They have to be in a good space for them to be able to deliver all that we ’ re asking .”
Though the particulars of their experiences may vary , the challenge facing each of these spas is ultimately the same : Find ways to continue providing excellent service to eager guests , all while navigating staffing shortages and nearly unprecedented levels of demand . It won ’ t always be easy , but after 18 months of problem-solving , spa leaders managing the unprecedented is simply par for the course . ■
FEATURED SOURCES
SHANE BIRD Spa Director SKANA SPA AT TURNING STONE RESORT
KATHY NELSEN Spa Director KABUKI SPRINGS & SPA
LIVIA REDDINGTON Director of Spa MONTAGE PALMETTO BLUFF
SEPTEMBER 2021 ■ PULSE 37