Sante Spa Victoria at The Westin Bear Mountain Golf Resort & Spa Victoria (British Columbia, Canada) is the second spa to achieve SpaExcellence under the updated The International Standards of SpaExcellence 2014 from SpaQuality LLC, an independent observer of the spa industry worldwide. Sante Spa Victoria was awarded with the SpaExcellence certification for the first time in 2012 after a challenging process of establishing a quality system modeled after The International Standards of SpaExcellence 2010. The Standards provide a framework for spas, including strategic planning, day-to-day operations, behind-the-scenes processes, leadership, teamwork, training, system evaluation, continual improvement, and more. With this system, Sante Spa Victoria saw progress in teamwork, safety and hygiene, and more. “Since starting our journey with SpaExcellence, the team has gone through a total transformation,” says Jen Spencer, spa director at Sante Spa Victoria. “From fear of change and the unknown, we have grown into a thriving, successful, and empowered team. The engagement and pride each team member demonstrates in upholding our quality system standards has been inspirational.” According to ISPA's 2013 U.S. spa industry study by Pricewaterhouse Coopers, Sante Spa Victoria's revenue grew by 18 percent in 2013 while the average spa revenue grew by 4.7 percent. “I am certain that much of the growth we have experienced can be attributed to the increase in quality, delivery, internal standards, and team engagement,” says Spencer. A SpaQuality certified assessor sampled procedures, records and system integration, and interviewed team members. The spa's processes were assessed in several categories—Intention and Strategy, Leadership, Guest Experience, and Operations Support and Improvement, as well as how well the team worked together as a quality system. The spa met all of the requirements and received a detailed feedback report from SpaQuality highlighting opportunities for improvement based on an analysis of the assessment. "Sante Spa Victoria has successfully established their quality system and is reaping the rewards," says Julie Register, co-owner and managing director of operations for SpaQuality. "Since beginning their SpaExcellence journey two years ago, the spa business has seen financial rewards; the spa culture has evolved and staff works well as a team, is empowered, takes pride in their accomplishments, and seeks improvement. And, most importantly, the spa guests are rewarded with a well-managed spa experience that is delivered with consistent excellence. I look forward to seeing how Sante Spa Victoria uses its quality system to propel the spa into the future."
For more information, visit www.spaquality.org.