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Spa Sessions Team Meetings Manuals Package

ABOUT THE MANUALS PACKAGE


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This package includes three Spa Sessions Team Meetings Manuals covering the following three key focus areas and collectively they contain 60 discussion topics to give the spa a continuous stream of performance improving ideas:


  1. Business Success

  2. Team Performance

  3. Service Experience

"It’s a phenomenal training tool!
In my former role as General Manager of a luxury spa group, Spa Sessions allowed me to confidently look after the business training needs of my staff, supporting them to deliver greater guest service and maximise profits!"
Vanessa Main, Director, The Loft Studio


Engage, motivate and retain your employees via intriguing and thought-provoking spa team meetings - these Spa Sessions are authored by reputable international spa consultant, Naomi Gregory and aim to encourage employees to openly discuss how the spa business could be improved, which generates loyalty and employee satisfaction as well as better overall performance of the spa business.


"Spa Sessions provide an opportunity for teams to take a greater interest and involvement in their working environment. Getting people involved cultivates workplace pride and loyalty and creates a more harmonious work environment. Ultimately, it encourages your staff to think and act proactively in order to deliver an exceptional guest experience and increased profitability,” explained Naomi Gregory, the author of Spa Sessions. “Ultimately it all adds up to a more impressive bottom-line."


The key business and professional outcomes of the Spa Sessions include:


  • Confident Selling

  • Repeat Visitation

  • Guest Loyalty

  • Cost Controls

  • Adding Value

  • Continuous Improvement

  • Caring

  • Observing

  • Adapting

  • Responsibility

  • Ethics

  • Delivering

  • Team Spirit

  • Communication

  • Professionalism

  • Hygiene

  • Safety

  • Growth


"The modules are presented in a user friendly format that all nationalities could understand - if you need to produce great therapists, Spa Sessions is the only option."
Kathryn Moore, Former Group Director of MSpa


The Spa Sessions are designed to be relevant for all spa types and locations - from large spas to small salons, globally. They allow spa teams to come up with customised solutions for their specific business model. Plus, this is key to best learning outcomes.

Other helpful features of the manual include:


  • A guide on how to conduct sessions including preparation, delivery and tips for facilitators;

  • Session starter tips to help guide the meetings, prompt discussion and assist the facilitator;

  • An action plan template for collecting and deciphering the discussion responses to enable timely implementation of ideas raised;

  • Reference to specific policies and procedures for a more thorough review and improvement of spa operations; and

  • An editable file for easy collection, storage and tracking of session responses and action plan items, which also allows you to add your branding and make this document your own!

"An amazing training tool - forms a critical part of our ongoing training - as a result of the insights gained, we have improved our business."
Praveena Dewan, Spa Manager, Outrigger Fiji Beach Resort


Order the Spa Sessions now to enjoy a happier and healthier workplace.


Upgrades - those who purchased previous versions of the Spa Sessions Manuals from Naomi, please contact usto request a complimentary upgrade to this new edition - you will be required to submit your original receipt. Alternatively, contact Naomi to request a referral.


Click 'Zoom' on the cover picture to see larger Sample Pages. Scroll down for the detailed Table of Contents, Contributor Profiles, Testimonials and Payment and Delivery details.


Pricing is based on Business Type User Licenses - Single Location, Multiple Locations, Consultants or Academic Libraries - please Sign Up or Log In to view relevant pricing and to order publications.


Intelligent Spas' newsletter subscribers save 15%^ - Sign Up now to receive the discount code.

Availability: In stock

Single Location Price: US$460.00

Table of Contents

Details

BUSINESS SUCCESS MANUAL

1 How to Use this Manual 3
1.1 Copyright 3
1.2 File Management 3
1.3 Adding your Brand Identity 4
1.4 Customising the Manual Contents 4
1.5 Re-setting the Automated Numbering System 4
1.6 Format Options 4
2 How to Conduct Sessions 5
2.1 Preparation 5
2.2 Delivery 5
2.3 Facilitator Tips 6
3 Business Success 8
3.1 The Massage Gateway 8
3.2 An Invitation to Return 10
3.3 Complementary Recommendations 12
3.4 Word-of-Mouth Referrals 14
3.5 Ask for Feedback 16
3.6 Offering Alternatives 18
3.7 Owning a Complaint 20
3.8 Linking Retail Items to the Experience 22
3.9 Controlling Costs and Avoiding Waste 24
3.10 Irregular Repeat Guests 26
3.11 Shift Your Thinking from Sell to Help 28
3.12 What Makes Our Spa Unique? 30
3.13 Tailored Retail 32
3.14 Listen for the Sale 34
3.15 Approaching Browsing Guests 36
4 Templates 38
4.1 Master Template 38
4.2 Copy/Paste Template 40


TEAM PERFORMANCE MANUAL

1 How to Use this Manual 3
1.1 Copyright 3
1.2 File Management 3
1.3 Adding your Brand Identity 4
1.4 Customising the Manual Contents 4
1.5 Re-setting the Automated Numbering System 4
1.6 Format Options 4
2 How to Conduct Sessions 5
2.1 Preparation 5
2.2 Delivery 5
2.3 Facilitator Tips 6
3 Team Performance 8
3.1 My Teachers Surround Me 8
3.2 Running on Schedule 10
3.3 Understanding Team Member Skills 12
3.4 Working Together to Make Our Spa Safer 14
3.5 Let People Know Where You Are 16
3.6 Helping Each Other 18
3.7 Reporting an Injury 20
3.8 Master the Most Likely Scenarios 22
3.9 Keep Back-of-House Talk Away from Guests 24
3.10 Hygiene in Wet Areas 26
3.11 Welcoming New Members to the Team 28
3.12 What is Your Attitude When Things Go Wrong 30
3.13 Working Together for Our Guests 32
3.14 Welcome Growth Opportunities 34
3.15 Give Yourself What You Need 36
4 Templates 38
4.1 Master Template 38
4.2 Copy/Paste Template 40


SERVICE EXPERIENCE MANUAL

1 How to Use this Manual 4
1.1 Copyright 4
1.2 File Management 4
1.3 Adding your Brand Identity 5
1.4 Customising the Manual Contents 5
1.5 Re-setting the Automated Numbering System 5
1.6 Format Options 5
2 How to Conduct Sessions 6
2.1 Preparation 6
2.2 Delivery 6
2.3 Facilitator Tips 7
3 Service Experience 9
3.1 Small Acts Can Make a Big Difference 9
3.2 Identifying Gender Preferences 11
3.3 Respecting Guest Vulnerability 13
3.4 Preparing to Welcome Guests 15
3.5 Give Clear Instructions 17
3.6 Check for Understanding 19
3.7 Delivering on Commitments 21
3.8 Preparing for Frequently Asked Questions 23
3.9 Valuing Guest Complaints 25
3.10 The Power of Positive Language 27
3.11 Avoid Disappointment on Arrival 29
3.12 Do What You Say You Will Do 31
3.13 One Size Does Not Fit All 33
3.14 Highlight the Positive 35
3.15 Helping Guests to Choose 37
3.16 Prioritising Guests Ahead of Tasks 39
3.17 The Cues for Silence 41
3.18 Welcoming Return Guests 43
3.19 Delivering on Promises 45
3.20 Guest Care is Everybody’s Responsibility 47
3.21 Respecting Confidentiality 49
3.22 Stress-Free Processes 51
3.23 Conducting a Spa Tour 53
3.24 Re-Direct the Issue, Not the Guest 55
3.25 A Warm and Timely Greeting 57
3.26 Treating Our Guests as People 59
3.27 Following the Guest’s Lead 61
3.28 Finding Solutions for Our Guests 63
3.29 Great Service is a Personal Experience 65
3.30 The Value of Care 67
4 Templates 69
4.1 Master Template 69
4.2 Copy/Paste Template 71


Contributors

Additional Info

Naomi Gregory

The Spa Sessions developed by international spa consultant Naomi Gregory, aims to encourage learning and participation within the spa environment, whereby the team comes up with ideas and solutions, creating a higher level of commitment to the business and to achieving outcomes.


Naomi is a respected industry professional known for creating meaningful spa experiences in world class facilities. She has completed many independent consulting projects across Asia Pacific. Previously she was employed by numerous high end hotel and retreat spas, including Mandara Spa where she was responsible for over 400 staff in operations and new openings within Malaysia, Maldives and Indonesia. Naomi also developed and managed her own health retreat in Byron Bay, Australia. Naomi currently resides in Australia and enjoys travelling to sometimes remote locations to provide hands-on spa consulting.

Julie Garrow

Julie Garrow developed a mission in 2001 to assist spa owners, managers and employees provide seamless spa experiences to their valued guests, after realising via consulting and mystery shopping projects, new spas in particular, were not operating efficiently and delivering the promised level of relaxation. Her consulting career in hospitality and leisure in the late 90’s led her to specialise in the spa sector when it was still a very young industry and Julie founded Intelligent Spas to author a range of publications which spas could easily reference and implement in order to improve their performance and service delivery.

 

In 2009, Julie was awarded the "Distinguished Industry Leader" title in The Crystal Awards Asia Pacific, which was nominated by industry peers to acknowledge and reward an individual who has made a positive contribution to the spa industry. Prior to establishing Intelligent Spas, Julie represented major organisations such as PricewaterhouseCoopers Hospitality and Leisure Consulting (Singapore), Southern Pacific Hotels (Sydney) and KPMG Tourism and Leisure Consulting (Melbourne). Julie graduated with a Bachelor of Business specialising in Tourism, Management and Marketing. Julie is from Australia and currently resides in Singapore with her husband and business partner, Stu and their son, Conrad.

 


Testimonials

Vanessa

“In my former role as General Manager of a luxury spa group, Spa Sessions allowed me to confidently look after the business training needs of my staff, supporting them to deliver greater guest service and maximise profits! It’s a phenomenal training tool!”

Vanessa Main, Director, The Loft Studio


Kathryn Moore

Spa Sessions offered us a training solution that we just didn’t have the internal expertise to produce. The modules are presented in a user friendly format that all nationalities could understand and what’s more, our associates actually enjoyed participating in the training sessions. Naomi really understands what it is like to work in a variety of locations and has produced her training manuals with this in mind. If you need to systemise your training and produce great therapists, Spa Sessions is the only option.

Kathryn Moore, Former Group Director, MSpa


Praveena Dewan

“The Spa Sessions Training Manual is an amazing training tool we’ve been using in our spa for several years. It forms a critical part of our ongoing training at our spa to ensure we are forever lifting service levels and improving the guest experience. The manual has an easy-to-follow format enabling anyone in our business to facilitate the training, and we’ve also found that there is a great cross-section of relevant spa business topics for us to explore. Thank you for sharing your knowledge with us through the manual Naomi. As a result of the insights gained, we have refined out standard operating procedures and improved our business.”

Praveena Dewan, Spa Manager, Outrigger Fiji Beach Resort


Rachael McCrory

We really needed to update our curriculum as some of our content was outdated and no longer relevant. We chose Spa Sessions because it was easily adaptable to our operation and the spas that our graduates would be employed in. It’s so important for us to produce outstanding industry ready therapists and Spa Sessions training material does just that! The modules are able to introduce our therapists to important elements of the industry and get them ready for their new careers!

Rachael McCrory, General Manager, Jamu Spa School

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Payment & Delivery

Details

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  • Pricing is based on Business Type User Licenses - Single Location, Multiple Locations, Consultants or Academic Libraries - please Sign Up or Log In to view relevant pricing and to order publications.