member profile
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Feedback is not only collated and
analyzed by management but is also
trickled down to the staff regularly. “I
always remind our staff that our clients
can now write about us and their experience on Yelp or through social media
sites,” she says.
In a bid to motivate staff to constantly deliver excellence in customer
service, the MGM property has implemented a recognition program
composed of Employee of the Month
luncheons and Employee of the Year
galas. “Our staff finds value in these
recognition programs and strives on a
daily basis to exhibit the core values of
our service standards. We already have a
spa staff member nominated for
Employee of the Month,” she says.
To help employees excel, the spa
ensures that they equip staff members
with the right training and resources. “It
is part of our best practice to let our
staff members experience the services
they offer. I have always argued that
‘one can’t sell steak unless one has tried
it’,” she says. They also hold monthly
vendors/aesthetician meetings and quarterly customer service meetings to
ensure that they provide staff with the
proper training on a regular basis.
Overall, when it comes to spa operations, Doud says the challenge is in
finding the right mix. “Do I need to spend
more on marketing? Do I need to focus
more on customer service? It’s always a
different puzzle each time,” she admits.
And while it can be a gamble at
times trying to figure out all the right
pieces, The Mirage Spa, says Doud, will
continue to set itself apart from its competitors through its continued focus on
bringing wellness into the Strip. ■
ABOUT THE SPA
Spa type: Hotel spa
Spa open: November 1989
Spa renovation: December 2007
Number of full-time and part-time
staff: 59
Compensation structures: Massage
therapists (commission plus percentage
of gratuity); aestheticians (commission
plus percentage of gratuity); spa attendants and receptionists (hourly rate plus
commission of retail and percentage of
gratuity)
Number of rooms: 17 treatment rooms
(7 in the women’s area, 5 in the men’s, 4
aesthetician rooms and 1 couples room)
Product lines used: Eminence Organic
Skin Care, ZO by Zein Obagi, MD,
Kerstin Florian, MOROCCANOIL,
Clarisonic
Contact info:
The Mirage
3400 S. Las Vegas Blvd.
Las Vegas, Nevada
USA
18 PULSE
■
July 2012