Pulse September 2020 - Page 47

marked for social distancing, and both guests and staff are required to wear masks. “Qua Baths & Spa team members wear face shields with their masks as well,” adds Carpenter. The spa’s hygiene and sanitation protocols were designed in concert with Caesars Entertainment and use guidance from both the Las Vegas Spa Association and ISPA’s own Spa Reopening Toolkit. On reopening day itself, the spa was staffed by eight service providers. “It took the spa providers some time to get used to working with additional personal protective Both staff and guests at Qua Baths & Spa at Caesars Palace Las Vegas have been required to wear masks since reopening on June 18. equipment and having their clients wear masks at all times,” Carpenter says. To drum up enthusiasm for the spa’s reopening, Qua Baths & Spa left voicemails on hotel guests’ phones and placed QR codes throughout the hotel that linked to more information about the reopening. Since reopening, Carpenter has opened a second treatment room to her service providers so that they may “pick up a second massage if the opportunity arises” while their first treatment room is being sanitized. Qua Baths & Spa has also adjusted its check-in experience since mid-June; now, service providers wait in the lobby to greet guests and escort them directly to a treatment room. The widespread closures of hotels, casinos, activities and shows on the Las Vegas strip has had an interesting, unexpected effect on demand at Qua Baths & Spa, according to Carpenter. “Caesars Palace is operating on a lower hotel occupancy cap to support our enhanced focus on health and safety, so fewer hotel guests are on property. However, as shows and certain bars and lounges have temporarily closed throughout the city, hotel guests have more time to visit the spa and salon.” In essence, there are fewer hotel guests, but those guests are more likely than ever to visit the spa. Throughout the reopening process, Carpenter recommends staying flexible and communicative. “It is important to understand that the team is learning to adapt as well, so please give them time and patience.” If a resurgence in the COVID-19 pandemic causes Qua Baths & Spa to shut its doors or scale back capacity once more, Carpenter says she wouldn’t do anything differently than the first time: “I would still call each team member individually to provide them with updates directly.” n FEATURED SOURCES CERISE BONNER Hospitality & Retail Director THE WOODHOUSE DAY SPA NORTHERN KENTUCKY KRISTIN CARPENTER Director of Spa and Salons QUA BATHS & SPA AT CAESARS PALACE LAS VEGAS SEPTEMBER 2020 ■ PULSE 35