How to manage
donation requests:
“Focus on what charities are
most important to you. If not,
it’s hard to say no. When you
say something like, ‘this year we
are supporting the hot lunch
program in our local schools,’
most everyone will understand
that you have committed to
something and therefore be able
to accept a ‘positive’ no.”
I USED RESPONSES FROM THE SERVICE
CHARGE/GRATUITY SURVEY that was sent over the
summer. I looked through the answers to make sure
we are in line with what other spas are doing,
service charge vs. a gratuity. I loved the follow up
question as to how it is stated to guests. Seeing
what others use for scripting was interesting.
— BOBBIE ARSENAULT, INN BY THE SEA
FROM FEBRUARY 2019
A retail tip from an
ISPA resource partner:
Your ISPA membership includes
access to the full archive of
Snapshot Survey results.
To view past surveys, visit
experienceipsa.com/resources/
research
“Tell a story. Ensure that you
merchandise and display using the
full assortment and that it’s
visually compelling.”
FROM AUGUST 2019
MORE OFTEN THAN NOT, there is something in
the survey results that makes me think or
consider a different perspective/possibility to a
situation on the ground. I often describe this as
looking through a prism and slightly turning it
to see things in a new light.
— JIM ROOT, MII AMO
On the difficulties of
managing technology
use:
“It’s challenging to manage a tool
which feels like a limb for most
colleagues now, so we need to
look for cases which are impacting
the guest’s experience.”
FROM JUNE 2019
I FIND THE SNAPSHOT SURVEYS TO BE
INSTRUMENTAL IN OUR SUCCESS….
I use the data compiled by ISPA in the Quarterly
Performance Snapshot Surveys to prepare our
quarterly responses to our ownership. As I see
trends and movement within the industry that
I also see within our own business I am able to
speak to what is happening industry wide. I also
value the Snapshot Surveys that provide spa profes-
sionals the opportunity to list their favorite retail products, marketing tips
and treatment offerings. These reports provide insight into trends that may
not have reached my region yet and products that I didn’t know the spa
needed.
— ADRIENNE WILLIS, HYATT REGENCY LOST PINES RESORT & SPA
JANUARY/FEBRUARY
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