“ When guests choose a spa , they ’ re looking for an entire experience . One of the things we ’ re looking at — from a luxury guest experience — is this something that ’ s unique and something you won ’ t see everywhere you go .”
“ When guests choose a spa , they ’ re looking for an entire experience . One of the things we ’ re looking at — from a luxury guest experience — is this something that ’ s unique and something you won ’ t see everywhere you go .”
— MICHAEL CONTE the last is , would you recommend this spa to other people ? and did you feel like there was great value in your experience ? We know that when we go to luxury spas that we ’ ll be paying top dollar , which is fine , but we want to make sure the quality is there .
ISPA : A big movement over the past few years has been sustainability and it ’ s reflected in just about every category . Both our spa and resource partner audience will be interested in hearing insights related to these standards . Can you elaborate on some of those standards , such as organic and all-natural treatments and products , and the reduction of paper and plastic in the spas ? MC : Sustainability is something Forbes has been passionate about over the years . We want to encourage everyone to be mindful about the carbon footprint we ’ re leaving and protecting our precious planet . We ’ re seeing some great initiatives and we ’ re developing a program here at Forbes where we can help our partners that may not know what to do . We don ’ t necessarily count it against you if you ’ re not practicing sustainability , but it will gain you extra credit points . Some things we ’ re looking at are when you ’ re in the lounges : Are you using plastic cups , plastic snack bowls ? When you go into the locker room : Are your Q-tips wrapped in individual plastics or in a beautiful vessel ? When we talk about products , we want to make sure the products are natural . Also , when you go into the treatment rooms : Are you using plastic Solo cups for your body scrubs or are you using something natural ?
ISPA : What advice would you recommend to a spa that is considering going through the process of trying to receive a Forbes Five-Star rating ? MC : I recommend looking at it from the guest ’ s experience . As soon as someone calls the spa , is the person on the phone leading the call , getting the guest excited about coming to the spa ? They should be the experts on being able to talk about the treatments and what else that guest will experience at the spa — so that when that guest hangs up , they ’ re excited about their upcoming trip . Then once that guest arrives at the spa , does that person feel like they are appreciated , are they excited while they ’ re there , do they have a great understanding of the spa , and do they feel like the therapist is an expert in what they do ? From a luxury perspective we talk about personalization , making sure that person feels appreciated — the thoughtfulness of perhaps why that person is there , and genuine interest and getting to know your guests better . It ’ s about making sure the guest made the right choice and can ’ t wait to come back . n
Pursuing Forbes Star Rating for Your Spa
FORBES TRAVEL GUIDE works with all different types of hotels , spas , restaurants and retailers . So , whether you are a spa reaching for a Four- or Five-Star rating , or your spa or business just wants to improve the guest experience and elevate your service , Forbes offers a variety of options for training and development . More information is available on the “ Professional Resources ” link on forbestravelguide . com . Michael Conte may be reached at mconte @ forbestravelguide . com .
64 PULSE n MAY / JUNE 2023