Managing Guest Expectations
BY JOSH CORMAN
ONE OF THE MANY CHALLENGES spa leaders have faced in 2021 as many spas resumed full-scale operations with no occupancy restrictions has been managing guest expectations amid incredibly high levels of demand . In addition to high demand , staffing shortages at many spas , as well as the COVID-19 safeguards that remain in place at many spa locations mean that guests expecting an experience that reflects the “ normal ” of 2019 may find themselves frustrated at not being able to book a service on short notice or at a reduced number of available amenities . At August ’ s ISPA Town Hall , spa leaders from the U . S . and Canada gathered to discuss their experiences with and strategies for supporting their teams while continuing to offer top notch service during this period .
“ I think alternatives are super important . So … what we ’ re training our staff on is to , rather than saying no [ to the guest ], give an alternative , give another option .”
– CHARLOTTE PRESCOTT
50 PULSE � OCTOBER 2021