Spa Business Articles

A Taste of the Orient

Discover how the spectacular spas of this award-winning brand honor their Asian Heritage while providing guests with incomparable wellness offerings.
With a storied history that began in Hong Kong in the 1960s, thanks to its flagship property, The Mandarin Oriental hotels have become synonymous with Asian-inspired luxury. Today, the brand has grown to include 45 properties, representing close to 11,000 rooms in 25 countries. Among the most notable elements of many of these outposts are The Spas at Mandarin Oriental , elegant havens for powerful healing. Here, Andrea Lomas-Gong, head of group spa operations at Mandarin Oriental, explains why well-heeled...

Improving Staff Retention with Authentic Appreciation

Retaining quality employees (whether full-time, part-time or contract) is essential to the health of a service-oriented business. Staff turnover is one of the most non-productive business expenses in the spa industry. The loss of productivity, relational damage with clients, negative impact on staff morale, and additional training time all create significant costs for employers. Research has shown that one of the primary reasons employees quit their jobs is that they don’t feel valued or appreciated. Although approximately 90 percent of...

Nine Habits to Avoid at Work in 2015

With a new year ahead, now is an excellent time to expunge work habits that irritate coworkers and make you less effective. "Achieving success requires more than just doing the right thing," says Geoffrey James, contributing editor and award-winning blogger at Inc.com and author of Business Without the Bullsh*t: 49 Secrets and Shortcuts You Need to Know . "Success also means changing the behaviors that hold you back." Here are nine habits you can do without in 2015: Doing the...

Five Quick Responses to Customer Complaints

The last thing a stressed, dissatisfied holiday customer wants to hear you say is: "You're wrong." What they want to hear is that you understand them, appreciate them, and agree with them on the importance of the value they have cited in their complaint. Here are a few quick scripts to use when responding to customer complaints: Customer Complaint: Rude Service Your customer says: "Your staff was rude and totally unprofessional." You say: "You are right to expect courteous, respectful,...

11 Tips to Help Reluctant Networkers Thrive at Holiday Parties

If you aren't a natural connector, you're probably dreading the coming deluge of holiday events and parties. Sure, you know you should take advantage of the opportunity to network at these gatherings (especially if they're work-related), but small talk and introductions just aren't your forte. You're much more comfortable nursing a glass of punch in the corner and limiting your conversations to people you already know. If this sounds familiar, Alaina G. Levine challenges you to make this the year...

10 Tips for Effectively Handling Customer Complaints During the Holidays

For the customer service sector, the holiday season is crunch time. With more shoppers, more sales, more shipping, more advertisements, and more product demand, there's (so much) more potential for something to go wrong. At the same time, shoppers' expectations are never higher. They don't just want to check every item off their lists; they expect their shopping experience to be fun, festive, and full of good cheer. (It's the holidays, after all!) No pressure, right? Ron Kaufman, author of...

Catskill Charmer

This Hudson Valley treasure keeps its eye on the prize by helping harried New Yorkers feel worlds away from their daily stresses.
Serving as a tranquil oasis in the heart of New York’s Hudson Valley, The Emerson Spa at Emerson Resort and Spa (Mount Tremper, NY) provides the perfect getaway for those looking to escape New York City. Located just outside of Manhattan, the resort provides easy access to the legendary Catskill Mountains. Although a fire destroyed the original inn in 2005, the property got a new lease on life not long after with new accommodations, an expanded meeting and conference space,...

Information Overload

Learn how to properly protect, manage, and use the data your spa collects to create effective marketing campaigns without compromising client privacy.
In our digital age, when spas face heightening competition and price erosion, information management isn’t just the mere act of collecting names, email addresses, and credit card numbers. It’s critical to a spa’s success, as it can streamline your business, save you money, and help you gain and retain customers. But the data that can act as a valuable resource can disintegrate into an overwhelming mess if not managed and protected properly. We interviewed some experts at leading software companies...

Five Evergreen Posts That Pull Readers In

As any experienced business blogger will tell you, one of the toughest parts of the job is thinking of a steady stream of interesting topics. Whether you’re on your fifth or 55th post, it’s equally important to offer value (and to some degree, entertainment) to your readers. “Whenever you can write about current events or trends, do so—connecting to what’s going on in the world will help you establish your business’s relevancy and credentials,” says Mark Satterfield, author of the...

Evaluating Key Growth Indicators

You can’t change yesterday’s revenue but you can affect tomorrow’s by focusing on five simple growth indicators. We tend to only focus on revenue, we set goals based on revenue, and we give our employees goals that are based on the revenue they bring in. The problem is that revenue is the result of what we did yesterday and it’s too late, today, to affect yesterday’s results. Let’s focus on key growth indicators that will allow is to create predictable,...

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