“ One of the best aspects of ISPA events is the opportunity they provide to hear from excellent speakers and thought leaders who are not from our industry . We need this fresh perspective .”
Jeremy McCarthy , Ella Kent and Roberto Arjona shared their wisdom for the Kowledge Builder Session “ What Now ? How the Industry Has Adapted and How we Navigate the Years Ahead ”.
Fairmont Century City is combining ancient modalities such as Gua Sha and Sound Healing with modern equipment such as Normatec Compression therapy l Gadabout ’ s Megan Jasper and Mario Tricoci ’ s Jamee Taylor shared the transformation of their e-commerce experience with personalized gift boxes and services to-go l Nemacolin Woodlands Resort & Spa introduced low-touch therapies including flotation , cryotherapy and PDM into their wellness center , according to Kaitlyn Hatcher In addition , actionable information on “ Dynamic Availability and Pricing Strategies for Spas ” was delivered by Adam Hayashi of Accor , Cecil Hopper of Miraval , Suzanne Holbrook of Marriott and Verena Lasvigne-Fox of Four Seasons . Lasvigne-Fox detailed how , after taking the time to set up variable pricing , she had been able to create an additional $ 40,000 in revenue , while cautioning that this is a strategy for a mature spa and that training of the front desk is a crucial component of success . Hayashi noted that “ Revenue management doesn ’ t mean we charge more because we can , it ’ s optimizing to flex demand .”
looking ahead
Experienced spa leaders Ella Kent , Jeremy McCarthy and Roberto Arjona shared what they are seeing in the near future in the aptly titled “ What Now ? How the Industry Has Adapted and How We Navigate the Years Ahead ” and considered what aspects of our pandemic-related operations may continue . Arjona noted that “ The difference between a 50-minute treatment and a 90-minute treatment is going from earth to heaven !” illustrating how the longer times built into the book for COVID protocols allowed time for therapists to recharge between appointments and will likely drive guest demand in the future . Rancho La Puerta will continue their virtual activities as well , allowing them to “ provide value 52 weeks per year .” McCarthy agreed that wellness is one aspect of hospitality that can be delivered virtually , and his company , Mandarin Oriental Hotel Group , has ramped up their digital communications . Kent reflected that we in the spa industry can get so busy that we forget why we ’ re doing what we ’ re doing : “ Let ’ s not go back to the ‘ old days ’!” she implored .
Finally , ISPA Conference favorite Dr . Bryan Williams helped us end the Stronger Together Summit on a high note with his usual high energy and enthusiasm . His Power Session ,“ The
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