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
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.
Beginning June 1st, Spa Concierge Finishing School, our popular in-house training, can be experienced by your team as an online course. The six modules include:
- Mastering the Mindset of World Class Service
- Mastering the Reservations Call
- Mastering Rescheduling and Retail
- Mastering Complaint Resolution and Service Recovery
- Communications and Problem Solving Skills for Spa Professionals
- Selvice: Seven Steps to Abundant Sales and Stellar Customer Service
The course is self-paced, and includes our exclusive text, quizzes, assignments, and a final exam. A certificate of completion is issued with a passing score of 75%. We suggest setting a pace of one module per week.
To take advantage of the pre-enrollment offer, contact Erin Hackett, program registrar, at erin@prestonwynnebusiness.com.
Tuition for the program is just $498 per person. General admission begins on May 15. To register, click here.
PRE-ENROLLMENT SALE
This exclusive pre-sale will enable you to enroll up to six members of your team for a package price of $899 (a savings of up to $2,000) The pre-enrollment sale ends April 30.
“Shelley” had opened her Southern California day spa as part of a boutique hotel in 2003. While the spa had grown for its first four years, the recession had hit them hard. She was trying to put a new operations manager in place so she could focus on marketing the business. (A Groupon offer she’d tried in 2011 had nearly caused a staff walkout.) But she wasn’t sure John, an MBA who wanted to escape the corporate world, was doing a very good job “speaking spa” with employees. John was frustrated by the pushback he got when trying to implement new policies, while therapists grumbled about his “curt” communication style. Shelley decided to bring John to SDMI and together, as a team, they learned how to make the spa stronger and better. By the end of Day Three, it was clear to them how their very different social styles could actually complement one another. John learned how to work within the “spa mindset.” Shelley overcame her “fear of financials” and was able to unlock the mysteries of her profit and loss statement. Now they both fluently speak spa business and the spa’s employees feel supported, understood–and motivated. Shelley now starts her week with a highly productive day in her home office. “The whole energy of the business has changed,” she reports. “And I love my job again.”
For more information on our Spa Director’s Management Intensive, click here.
To head straight to our registration site, click here.
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
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
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
REGISTRATION CLOSED.
July 29-31, 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.
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 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 July 26.
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 Inn at Saratoga 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 July 1st.
Combine these discounts and multiple attendee/earlybirds and get 20% off
Registration closes Thursday, July 26th.
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- REGISTRATION CLOSED.
March 17-19 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 March 14th, 2013.
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 Independence Park Hotel, 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 February 17th, 2013.
Combine these discounts and multiple attendee/earlybirds and get 20% off
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
March 11th-13th 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 March 8.
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:
Historic Independence Park Hotel, 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 February 10
Combine these discounts and multiple attendee/earlybirds and get 20% off
Registration closes March 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
