manda Esper, spa director at MEDICAL SPA 7 in
Paducah, Kentucky, agrees on the importance of
having the right code of conduct to better serve
guests. “It sets the tone for the spa. We want to
look as professional and efficient as we can
while making our guests feel that they are
getting what they pay for.”
Having spa etiquette guidelines also ensure that guests
who are not spa-savvy feel comfortable on how to behave in
the spa. “All our guidelines are deeply rooted on our guest
experience and how we, as the spa team, can assist guests to
enjoy the most out of their time with us,” says Viviana
Quesada, senior spa director at Four Seasons Resort Punta
Mita in Nayarit, Mexico. “In the end, if we kindly request
them to turn their cell phones off during services or at certain
spa areas, it is not only with the intention to not disturb other
guests but also in thinking that each guest should enjoy that
time to reconnect with one’s self, without distractions!”
Guest Etiquette
When communicating proper spa etiquette to guests, it is
best practice to clearly communicate policies as often as possible—from the time guests book online on the spa’s website,
the moment they step into the front reception lobby and even
inside the relaxation rooms.
“Our number one goal is to provide an accommodating
and peaceful environment so that guests feel welcome and
relaxed. We’ve taken great care to create a serene atmosphere
that allows guests to participate as they choose in their quest
for wellness,” says Carrie Harmon, spa manager at Deer Lake
Lodge & Spa located in Montgomery, Texas.
To achieve this uniquely positive experience, Deer Lake
Lodge & Spa asks its guests to arrive on time, communicate
spa treatment expectations and comfort levels, turn off their
phones and limit conversations. “It’s also very important to
make the guest aware of our cancellation guidelines. Our
favorite tools to use are the website, handouts and email
blasts. But nothing beats one-on-one communication at the
time of check-in,” Harmon says.
Like Harmon, Disch says Sundara uses a variety of communication tools to educate guests on proper code of conduct.
“We use FAQs on the website, provide a great deal of information during the reservation process, reiterate guidelines in
the confirmation email and reinforce these guidelines once
again at check-in,” she says.
Four Seasons Resort Punta Mita also lists their spa etiquette
guidelines in multiple key areas, such as on confirmation cards,
at the end of the spa menus and on the spa website. “We time
the communications accordingly for each guest and treatment,”
Quesada says. For instance, for massage treatments, the Four
Seasons spa team provides guests key information, such as
when to disrobe for the treatment, but for certain body treatments, the reception team is responsible in guiding and
providing timely information to guests.
Sundara Inn & Spa's Shhh Tranquility Garden
June 2015
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