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 ■ 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.