Wynne Business

Back by Popular Demand! The Path to Profits: Spa Management Training in China

Join Wynne Business’ Senior Consultant, Lisa Starr for this intensive one-day management training workshop, Wednesday September 4, from 9:30a- 5:00p at the Raffles Sanya, Hainan.

The rapid growth in China’s spa industry requires attention to detail and for managers to be at the top of their game.  This course will introduce you to the tools you need to ensure that your spa can attract customers, operate smoothly and be profitable.

This course is not to be missed.  We will share practical and proven methods for improving spa performance.  Lisa will cover:

• Advanced financial management skills

• Spa marketing strategies and tactics

• Selecting, training and retaining the top employees

• Building an efficient operating infrastructure

This outstanding professional education opportunity will be presented at the Raffles Sanya Hainan.  Admission includes lunch and tea breaks, as well as your course text.  Attendees will receive a certificate of completion.

The class will be conducted in English.

US$200 for the SpaChina Summit attendees, and VIP members of the China Spa Association.

US$220 for regular members of the China Spa Association.

To Complete Registration by purchasing a ticket through bank transfer payment, please contact us at seminars@wynnebusiness.com
You could also book through info@spachina.com
or call 86 21 5385 8951 ext 807

For more information, please contact us at seminars@wynnebusiness.com

LIVE- The Spa Director’s Management Intensive, coming back to California

The Spa Director’s Management Intensive Online- Registration now open!

Taught by Peggy Wynne Borgman, Wynne Business Executive Consultant and Lisa M. Starr, Wynne Business Senior Consultant

The Spa Director’s Management Intensive has always been the most progressive management education program in the industry–continuously updated and full of fresh content. For spa directors, owners, investors and startups, SDMI delivers answers to some of the most vexing challenges faced by spa businesses. Though attending a live seminar with colleagues has unique and powerful benefits, not everyone who needs this program can take the time away from their businesses or lives.

In The Spa Director’s Management Intensive Online, you’ll acquire the knowledge we pack into our three-day program in an expanded, self-paced format. We’ve designed the curriculum to be completed in about twelve weeks, but students can take longer if necessary. Each week, students watch a presentation, complete a reading assignment from the course text, and complete a quiz. Optional assignments deepen engagement with the topics. A final exam measures overall comprehension of the material.

SDMI Online has another benefit: it is structured as a graded program. To receive our certificate of completion, participants

Complete our online spa management course online, at your own pace.

must receive an overall grade of 75%. If you’re considering sending your team members to the program, you’ll be able to see exactly how well they’ve performed. (CEU’s are coming soon as well.) Our online course also offers a multiple registrant discount of just $899 per person.

Hot button-topics like yield management, online discounters, and recession-era employee morale issues are part of the curriculum. Unlike most other consulting/education firms, we actually own and operate a successful 28 year old day spa in California with fifty employees. We’re in the trenches with you in this difficult business climate–we have to walk our talk. We share what’s working now.

Just as with our live seminar, this program is led by Peggy Wynne Borgman and Lisa M. Starr.

THE AGENDA

The program is presented in a series of modules:

Financial management skills for directors and managers

• Overcoming your “fear of financials”: financial literacy made easy

• Managing by the numbers: how to really use the information you get from your financial statements

• Budgeting basics: how to set financial goals that make sense

• Positive cash flow vs. profit: the critical difference

• Capture rate and its impact on the stay spa financial plan

• How to evaluate the effectiveness of your employee compensation plan

• Best practices in compensation design

• Performance incentives to motivate your team when you can’t give raises

• Plugging the profit “leaks” in your operation

• Understanding the impact of discounts and promotions

• Understanding the legal and accounting issues of gift card sales

Sales and Marketing

• The only three ways you can grow your sales

• Marketing modalities for spas: what works, what doesn’t

• Event marketing essentials

• Marketing trends: the good, the bad, the ugly

• Millenials vs. Boomers: understanding the next generation of spa goer

• Best practices in spa web presence

• Getting the most out of your printed marketing collateral

• The why and how of spa packages

• Social media: roles, responsibilities and ROI

• Advertising: where to spend your budget now

• Understanding yield management

• Crafting more compelling and less expensive marketing offers

• Understanding your real cost of customer acquisition

• What “retention” means in your spa (it’s different for day, stay and med spas)

• The role of the local market in hotel spas’ success

• Should your spa market with online coupons?

Successful Spa Programs

• Why the spa menu drives vendor selection–not the other way around

• The pros and cons of “branded” treatments

• Innovation vs. profit: keeping it simple

• Modular menu design

• Optimizing workflow while ensuring safety and customer satisfaction

• Best practices for managing back bar costs

Retail Management

• Ending the disconnect: making retail happen in a spa

• Creating a more profitable retail mix

• Best practices for optimizing your inventory turns

• Salesflow: redesigning internal processes to support sales success

• Effective recommendation tools that spa employees love to use

• Scripting that sells

• Best practices for partnering with vendors

Leadership and Communication

• Understanding social styles and their impact on interpersonal communication

• What your team needs from you and how to give it to them

• Recruitment: how to hire the best employees

• Why the customer actually comes “second” in a great spa

• Why you’re doing everything yourself and how to stop it

• Why you can’t motivate your staff and what to do about it

• How to produce great staff meetings

• Best practices in employee discipline

• Performance appraisals that improve performance

Quality Management

• Moments of Truth: why little things are a big deal to your guest

• The Experiential vs. Transactional spa

• How to manage quality in the “closed door” spa environment

• “We don’t need another hero”: how consistency creates great service

• The three essential ingredients of world class service

• How to instill a “quality” mindset in your entire team

• Spa Speak 101: helping your team communicate with quality

• Teaching your team to effectively resolve complaints and perform service recovery

• Comps, refunds and redos: how to use them wisely

• Inspection: the key to success

INCLUDES:

• Our proprietary Spa Director’s e-Text
• Assignments, online discussions and tests
• One hour private business coaching session

TUITION

$1299 per person, $899 per person for two or more participants from the same organization

Register here

Wynne Business Classes at IECSC Las Vegas

Lisa Starr will be presenting two educational sessions at the upcoming IECSC in Las Vegas, this coming June.

On Sunday, June 23, 2p-315p:  “Creating a Practice-Building Team.”

Want to set your medical spa apart from the competition?  The teamwork and patient care skills of your staff are a crucial component of patient satisfaction.  Are you attracting, hiring, orienting, and training the right people for your practice team?  We’ll cover guidelines for sound interviewing and hiring techniques, creating orientation and training programs, and the role of job descriptions, employee handbooks, and treatment protocols, all of which increase the likelihood of continued success for each new member of your team.  The result will be high productivity and increased patient and employee satisfaction.  Provide a structure for your human resource efforts and keep your business growing.

On Monday, June 24, 9a-12p:  “Spa Compensation Solutions.”

In spa operations, few issues are as challenging and diverse as staff compensation plans.  Is yours draining more than its share of your revenue?  Have you been looking for ways to boost your bottom line?  Profits are too narrow to just keep paying your staff the same way you always did; your compensation plan has to function as a tool that creates a fair income for your staff, while driving sales and enhancing team performance and client loyalty.  Staff compensation is your single biggest expense, and a probably designed plan can be all the difference between profits and losses.  We’ll discuss some of the many new concepts that can be incorporated into your compensation model, creating rewarding opportunities for your staff while providing enough of a margin to successfully market, operate, and grow you spa business.  This workshop will provide the opportunity to discuss:

• The wide array of concepts being used today in a variety of spa settings
• How to determine the true cost of your payroll
• Target ranges of payroll costs by department
• The most important elements of incentive or performance-based programs
• A master plan to make necessary changes and manage through transition

Spa Concierge Finishing School creates great front desk teams

Learning-by-doing, a tried-and-true technique in busy spas, is not the most effective approach for your preparing your front line customer care team. Studies have shown that employees who are not first provided with structured training, including instructions and support, will get discouraged by their mistakes. “Learn as you go” dampens morale and motivation.

Creating memorable experiences requires coordination, knowledge, and superior skills. World Class Service requires world class training.

Coming this fall to California- The Spa Director’s Management Intensive, 11/11-11/13

November 11-13, Saratoga, California

Taught by Peggy Wynne Borgman, Wynne Business Executive Consultant and Lisa M. Starr, Wynne Business Senior Consultant

If you own, manage or plan to invest in a spa, this program is a must.

Spa management education is a practical necessity to enable your spa business to survive and thrive in a hyper-competitive, unpredictable marketplace. If you’re already involved in spa operations, the Spa Director’s Management Intensive will help you tackle your toughest spa management challenges. If you’re opening a spa, or acquiring a spa, you’ll leave this program with a clear understanding of the potential risks and rewards of spa ownership. If you’re considering a career change or advancement into spa management, the Spa Director’s Management Program will put you miles ahead of the competition. Participants receive a certificate of completion.

The Spa Director’s Management Intensive is rigorously updated and relevant to the current business climate. Hot button-topics like yield management and recession-era employee morale issues, including the best way to motivate spa employees, are part of the curriculum. Unlike most other consulting/education firms, we actually own and operate a successful 28 year old day spa in California with fifty employees. We’re in the trenches with you in this difficult business climate–we have to walk our talk. We share what’s working now.

Class size is limited for maximum interaction with the instructor. Registration closes November 8th.

Visit our registration site

Details on location, schedule and what to bring follow this agenda, below:

THE AGENDA

Financial management skills for directors and managers

• Overcoming your “fear of financials”: financial literacy made easy

• Managing by the numbers: how to really use the information you get from your financial statements

• Budgeting basics: how to set financial goals that make sense

• Positive cash flow vs. profit: the critical difference

• Capture rate and its impact on the stay spa financial plan

• How to evaluate the effectiveness of your employee compensation plan

• Best practices in compensation design

• Performance incentives to motivate your team when you can’t give raises

• Plugging the profit “leaks” in your operation

• Understanding the impact of discounts and promotions

• Understanding the legal and accounting issues of gift card sales

Sales and Marketing

• The only three ways you can grow your sales

• Marketing modalities for spas: what works, what doesn’t

• Event marketing essentials

• Marketing trends: the good, the bad, the ugly

• Millenials vs. Boomers: understanding the next generation of spa goer

• Best practices in spa web presence

• Getting the most out of your printed marketing collateral

• The why and how of spa packages

• Social media: roles, responsibilities and ROI

• Advertising: where to spend your budget now

• Understanding yield management

• Crafting more compelling and less expensive marketing offers

• Understanding your real cost of customer acquisition

• What “retention” means in your spa (it’s different for day, stay and med spas)

• The role of the local market in hotel spas’ success

• Should your spa market with online coupons?

Successful Spa Programs

• Why the spa menu drives vendor selection–not the other way around

• The pros and cons of “branded” treatments

• Innovation vs. profit: keeping it simple

• Modular menu design

• Optimizing workflow while ensuring safety and customer satisfaction

• Best practices for managing back bar costs

Retail Management

• Ending the disconnect: making retail happen in a spa

• Creating a more profitable retail mix

• Best practices for optimizing your inventory turns

• Salesflow: redesigning internal processes to support sales success

• Effective recommendation tools that spa employees love to use

• Scripting that sells

• Best practices for partnering with vendors

Leadership

• Understanding social styles and their impact on interpersonal communication

• What your team needs from you and how to give it to them

• Recruitment: how to hire the best employees

• Why the customer actually comes “second” in a great spa

• Why you’re doing everything yourself and how to stop it

• Why you can’t motivate your staff and what to do about it

• How to produce great staff meetings

• Best practices in employee discipline

• Performance appraisals that improve performance

Quality Management

• Moments of Truth: why little things are a big deal to your guest

• The Experiential vs. Transactional spa

• How to manage quality in the “closed door” spa environment

• “We don’t need another hero”: how consistency creates great service

• The three essential ingredients of world class service

• How to instill a “quality” mindset in your entire team

• Spa Speak 101: helping your team communicate with quality

• Teaching your team to effectively resolve complaints and perform service recovery

• Comps, refunds and redos: how to use them wisely

• Inspection: the key to success

LOCATION:

TBA, in beautiful Saratoga, California.

CLASS SCHEDULE:

Sunday to Tuesday:

9:00 Continental Breakfast

9:30-5:30 Seminar

TUITION

$1599 per person

10% discount for more than one attendee (co workers, colleagues and friends are welcome to register, but one credit card will be required for the complete tuition payment)

10% discount for earlybird registration by October 2nd.

Combine these discounts and multiple attendee/earlybirds and get 20% off

Registration closes Thursday, November 8th.

INCLUDES:

• Continental breakfasts
• Lunches
• Coffee Breaks
• All course materials, including our famous Spa Director’s Text
• One hour complimentary telephone consultation after you return to your business

WHAT TO BRING:

• Business cards to share with classmates
• Your current spa menu, if existing (copies if you’d like to trade with classmates)
• Your financial statements, for your reference during class
• Your floorplan, for your reference during class (if available)
• Your top three “learning takeaways” wish list for the course

Visit our registration site

Who’s educating our spa directors?

The spa industry has grown up in the past decade, but spa management education has not kept pace. The Global Spa and Wellness Summit this year even commissioned on a study on the problem with the Stanford Research Institute, to which we contributed our thoughts and observations during an in-depth interview. This excellent report is available as a download on the GSWS website.

Few spa directors have any formal training in spa management. Most have attended the school of “learning by doing,” and even the SRI study underscores the fact that on-the-job experience tends to be valued over formal management degrees, which can be perceived as “disconnected” from the reality of spa operations. It also notes that “hard” and “soft” skills are required to effectively manage spas. We couldn’t agree more. We specialize in teaching the “hard” skills in a way that spa professionals can relate to, and helping those from outside the industry, with more “hard” skills, to learn how to temper their leadership style and communication to make it work for their spa teams.

The study points out, “there are only around 4,000 students worldwide currently enrolled in spa management-related degree programs, but there are an estimated 130,000- 180,000 spa managers/directors currently working in spa businesses globally.”

The gap has always been visible to us. It’s what led us to create the Spa Director’s Management Intensive, which we’ve been presenting for over 15 years as a live spa management seminar, in the San Francisco Bay Area as well as Philadelphia. While it is a short, intensive program, our graduates–even years later–cite learnings that changed the direction of their businesses and careers. That’s because we focus on the highest-return concepts, the unassailable “laws of gravity” for operating spas. The SRI study confirms that most spa management “laws” apply internationally, too.

That’s what led us to produce programs like our September Path to Profitability in China, taught by Lisa Starr. But there’s still only so many spa professionals that can be reached through live seminars.

So we recently launched the Spa Director’s Management Intensive Online, a self-paced program that includes all the content from our live seminar, and then some. SDMI online enables students to learn on their own time. It’s ideal for helping busy spa professionals hone their management skills and knowledge. It’s also excellent for those just entering the industry, who need to quickly get up to speed for a spa startup project, or a spa acquisition.

As we do in our live California seminar, Lisa and I teach SDMI online together. We both deliver Powerpoint lectures for each of the twelve learning modules. As we constantly do, we update our spa management text to reflect the reality of operating a spa in a recession-without-end.

Our online students do have access to us, as well, via e mail and also during a private one-hour spa management coaching session by phone that’s included with each registration.

The course is appropriate for day spa operators as well as “stay” spa professionals. One of the unusual things about Wynne Business is that we own a spa in the San Francisco Bay Area, award-winning Preston Wynne. We offer abundant content for day spa and medical spa professionals, but our graduates include managers and directors from some of the most renowned international hotel brands, including Four Seasons, Ritz Carlton, Shangri-La, Peninsula and others.

Spa management education is becoming more accessible, and we’re excited to be leading the charge.

The Spa Director’s Management Intensive in Philadelphia: Tickets Now On Sale

REGISTRATION CLOSED

September 16-18 in Philadelphia, Pennsylvania

If you own, manage or plan to invest in a spa, this program is a must.

If you’re already involved in spa operations, the Spa Director’s Management Intensive will help you tackle your toughest management challenges. If you’re planning to open or acquire a spa, you’ll leave this program with a clear understanding of the potential risks and rewards. If you’re considering a career change or advancement into spa management, the Spa Director’s Management Program will put you miles ahead of the competition.

Unlike most management training courses, the Spa Director’s Management Intensive is rigorously updated and relevant to the current business climate. Hot button-topics like yield management and recession-era employee morale issues are part of the curriculum. Unlike most other consulting/education firms, we actually own and operate a successful 27 year old day spa in California with fifty employees. We’re in the trenches with you in this difficult business climate–we have to walk our talk. We share what’s working now.

Class size is limited for maximum interaction with the instructor. Registration closes September 13, 2012.

Visit our registration site

Details on location, schedule and what to bring follow this agenda, below:

THE AGENDA

Financial management skills for directors and managers

• Overcoming your “fear of financials”: financial literacy made easy

• Managing by the numbers: how to really use the information you get from your financial statements

• Budgeting basics: how to set financial goals that make sense

• Positive cash flow vs. profit: the critical difference

• Capture rate and its impact on the stay spa financial plan

• How to evaluate the effectiveness of your employee compensation plan

• Best practices in compensation design

• Performance incentives to motivate your team when you can’t give raises

• Plugging the profit “leaks” in your operation

• Understanding the impact of discounts and promotions

• Understanding the legal and accounting issues of gift card sales

Sales and Marketing

• The only three ways you can grow your sales

• Marketing modalities for spas: what works, what doesn’t

• Event marketing essentials

• Marketing trends: the good, the bad, the ugly

• Millenials vs. Boomers: understanding the next generation of spa goer

• Best practices in spa web presence

• Getting the most out of your printed marketing collateral

• The why and how of spa packages

• Social media: roles, responsibilities and ROI

• Advertising: where to spend your budget now

• Understanding yield management

• Crafting more compelling and less expensive marketing offers

• Understanding your real cost of customer acquisition

• What “retention” means in your spa (it’s different for day, stay and med spas)

• The role of the local market in hotel spas’ success

• Should your spa market with online coupons?

Successful Spa Programs

• Why the spa menu drives vendor selection–not the other way around

• The pros and cons of “branded” treatments

• Innovation vs. profit: keeping it simple

• Modular menu design

• Optimizing workflow while ensuring safety and customer satisfaction

• Best practices for managing back bar costs

Retail Management

• Ending the disconnect: making retail happen in a spa

• Creating a more profitable retail mix

• Best practices for optimizing your inventory turns

• Salesflow: redesigning internal processes to support sales success

• Effective recommendation tools that spa employees love to use

• Scripting that sells

• Best practices for partnering with vendors

Leadership

• Understanding social styles and their impact on interpersonal communication

• What your team needs from you and how to give it to them

• Recruitment: how to hire the best employees

• Why the customer actually comes “second” in a great spa

• Why you’re doing everything yourself and how to stop it

• Why you can’t motivate your staff and what to do about it

• How to produce great staff meetings

• Best practices in employee discipline

• Performance appraisals that improve performance

Quality Management

• Moments of Truth: why little things are a big deal to your guest

• The Experiential vs. Transactional spa

• How to manage quality in the “closed door” spa environment

• “We don’t need another hero”: how consistency creates great service

• The three essential ingredients of world class service

• How to instill a “quality” mindset in your entire team

• Spa Speak 101: helping your team communicate with quality

• Teaching your team to effectively resolve complaints and perform service recovery

• Comps, refunds and redos: how to use them wisely

• Inspection: the key to success

LOCATION:

The Historic Independence Park Hotel in Philadelphia, Pennsylvania

CLASS SCHEDULE:

Sunday to Tuesday:

9:00 Continental Breakfast

9:30-5:30 Seminar

TUITION

$1599 per person

10% discount for more than one attendee (co workers, colleagues and friends are welcome to register, but one credit card will be required for the complete tuition payment)

10% discount for earlybird registration by August 27

Combine these discounts and multiple attendee/earlybirds and get 20% off

REGISTRATION CLOSED

INCLUDES:

• Continental breakfasts
• Lunches
• Coffee Breaks
• All course materials, including our famous Spa Director’s Text
• One hour complimentary telephone consultation after you return to your business

WHAT TO BRING:

• Business cards to share with classmates
• Your current spa menu, if existing (copies if you’d like to trade with classmates)
• Your financial statements, for your reference during class
• Your floorplan, for your reference during class (if available)
• Your top three “learning takeaways” wish list for the course

We’re headed back to China! The Path to Profits: Spa Management Training

You loved it and demanded it back and we heard you.  Coming back for one day only, “The Path to Profits: Spa Management Training” in China!

Join Wynne Business’ Senior Consultant, Lisa Starr for this intensive one-day management training workshop, Tuesday September 4, from 9:30a- 5:00p at the Banyan Tree Hangzhou.

The rapid growth in China’s spa industry requires attention to detail and for managers to be at the top of their game.  This course will introduce you to the tools you need to ensure that your spa can attract customers, operate smoothly and be profitable.

This course is not to be missed.  We will share practical and proven methods for improving spa performance.  Lisa will cover:

• Advanced financial management skills

• Spa marketing strategies and tactics

• Selecting, training and retaining the top employees

• Building an efficient operating infrastructure

This outstanding professional education opportunity will be presented at the Banyan Tree Hangzhou.  Admission includes lunch and tea breaks, as well as your course text.  Attendees will receive a certificate of completion.

The class will be conducted in English.

US$192 for the SpaChina Summit attendees, and VIP members of the China Spa Association.

US$216 for regular members of the China Spa Association.

To register click here.

For more information, please contact us at seminars@wynnebusiness.com

Catch Lisa Starr at IECSC Las Vegas

Lisa is delivering three great sessions during the 2012 conference:

Creative Compensation Strategies

Sunday June 10th

9:00am-12:00pm

Advanced business workshops have a separate admission. Be sure to pre-register!

Spa compensation plans have come a long way from the legacy plans of “the old days,” but they’re still the most expensive component of operating a spa business. Is your compensation plan driving sales and enhancing team performance and client loyalty? In this interactive workshop we’ll take an in-depth look at new options and concepts that could become part of your staff compensation plan. It’s time to think outside the box, adapting elements of successful compensation strategies

Wynne Business Senior Consultant Lisa Starr

from the sales, sports and retail worlds to create meaningful, rewarding opportunities for our staff while providing enough margin to successfully market, operate and grow your spa business. A workbook to help you formulate options will be provided, and we’ll discuss:

• The wide array of concepts being used today in a variety of spa settings

• How to determine your own total cost of payroll, and what accepted ranges should be overall, and by department

• The most important elements of incentive- or performance-based programs

• A master plan to make necessary changes and manage through transition

Global Spa Trends – What’s Next?

Sunday, June 10th

1:30pm-2:30pm

Are you bored with your treatment menu? Need some inspiration? If your spa services consist of the same old massages and facials, you may be boring both your clients and staff. We’ll take an armchair journey around the world to visit some new trends and fresh ideas in treatment concepts, amenities and facility design, and discuss how the converging worlds of health, wellness & spa can be adapted for use in your own spa business.