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Standard Operating Procedures

Everyone will be consistent and be familiar with the standard practices of the business. From service protocols and guidelines to guest check in and checkout, these are complete and can be tailored to any facility.

KEYS:

Business “Stress Offsetting” – We take the “stress” off of the business and the guest. If your spa is “stressing” your resort in a bottom line sense, we can help.

Operate as a Business, Not Just an Amenity – For any amenity to evolve into a profitable business it is required that steps be taken to establish the potential. Dollar per square foot has always been understood, however, it is really the ratio of experience square footage vs. revenue square footage vs. average dollar per revenue square foot vs. potential capture rate vs. service mix.

28 years of Lessons Learned – We provide 28 years of proven profitable operational experience that have been applied to a variety of spa operations, from 2,000 square feet to 15,000 square feet, all of which have been free-standing businesses.

Seamless Management – We remain a seamless piece of the overall resort experience. We are closely linked to the resort with key message points, marketing, resort activities, branding and vision of our resort partners to integrate the spa and its team into the resort and its team.

Documentation, Step by Step Processes – Systems and protocols put in place that substantially reduce the risk and exposure to guest and employee claims.

Manage Quality Expectations – Checks, structured protocols and training, partnered with announced and unannounced testing that ensure consistent, quality service that has no room for variance.

Define Accountability at All Levels – From Guest Services and Reservations to Licensed Employees and the Director. Everyone will know and understand what their piece of the puzzle is and what responsibilities they have. The phrase, “I did not know that”, will not be a part of the spa culture. Accountability and systems will ensure that we have defined vital key indicators that dictate the way in which you must manage the business form one day to the next.

Best Practices – Accountability and systems that ensure the leader has learned defined vital key indicators that dictate the way in which you must manage the business from one day to the next. This process will guarantee consistency, which is a key driver behind excellence in service.