Pulse Legacy Archive January / February 2012 | Page 44

AFTER CONFERENCE
(CONTINUED FROM PAGE 40)

Action Item: Create a marketing collateral that
helps explain benefits and treatments to guests.
Session: Simple and Cost-effective Tips and Tricks to Enhance Your
Guest’s Spa Experience
Speaker: Todd Hewitt

“T

odd Hewitt’s presentation provided
insight into small operational changes
that have a big impact on the guest
experience! His ideas were inspiring and his tips seem
easy to implement. One concept that we will apply is
offering small cards that explain the meridians, chakras
or reflexology points utilized during a spa service so our
guests go home with a better understanding of the
treatment they received.”

Amanda Clabaugh
Treatments Manager • The Lodge at Woodloch
Hawley, Pennsylvania

42 PULSE

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January/February 2012

SMARTTIP
Take the extra mile to recognize and
welcome back regular customers.
Why not make VIP guests feel extra
special by offering them exclusive
add-ons like inexpensive herb-filled
neck wraps? Hewitt relates that,
in one of their high-end Four
Seasons Hotel spas, they noticed
a frequent guest who comes to
the spa every week. To recognize
her, they bought her a personal
spa robe, embroidered it with her
initials and with the word “VIP”
and even have it washed separately. For a small amount to
make the guest feel special, the
return on investment proved to
be enormous as she continues to
visit the spa every week and now
even brings her friends into the spa.