Inspirations for You.
For over two decades, one of the most rewarding aspects of my career has been inspiring and motivating my teams. Each day, through our daily briefings, I shared a vision of what is possible, empowering both my team and myself to excel.
My unwavering passion for inspiring others has been a driving force behind our success, leading my teams to achieve numerous international accolades, including the prestigious Forbes Five-Star rating.
Through this Spa & Wellness Blog, I aim to continue inspiring spa professionals to reach new heights of success. My goal is to spark ideas and actions that will naturally elevate and enhance your spa.
Take a productive break to read and enjoy these insights. Allow yourself to reflect, review, and refine your vision, paving the way for even greater success in your spa journey.
The Guest Journey to Success.
I remember standing in the lobby of a beautiful hotel spa a few years ago, one of those properties that had done everything right on paper. The architecture was stunning. The product selection was considered. The treatment menu was thoughtfully composed. And yet, something was off.
I watched a guest arrive. She had clearly been looking forward to this visit; she had that slightly elevated energy people carry when they are anticipating something restorative. She approached the reception desk. The gentleman behind it was on the phone. No eye contact. No gesture of acknowledgement. The guest stood there for nearly two minutes, shifting her weight, her anticipation quietly deflating, before anyone addressed her.
The treatment she received that day was, by all accounts, excellent. But when I spoke with her afterwards in the locker room, her overwhelming impression of the spa was coloured by those two minutes at the door.
This is the guest journey. And it does not begin when the music starts. The journey begins long before the arrival.
