Ideas for Enhancing the Guest Experience

Lisa Michaelis

Relaxing, fun, unique? What words would you use to describe your spa, treatments, or team members?  What sets you apart and will make your clients want to buy into your treatments or retail? Here are a few creative ways from my California and Hawaii spa friends:

Add aromatherapy platforms and bowls. Derek Hofmann at the Four Seasons Beverly Hills recently added Living Earth Crafts aromatherapy platforms and bowls to all his beds for that “little extra something” for his guests.  The scent of essential oils plus visual appeal of flowers and herbs will stimulate the guest’s senses and relax the mind and body.

Enhance your manicures and pedicures. At the La Quinta Resort and Spa, Leslie Johnson has trained her nail technicians in using Swedish massage techniques along with the delicious scrubs and oils from SpaRitual.  Add warm Thai herbal compresses (infused with lemongrass essential oils and ginger extract) from Akhassa to soothe away tension and detoxify the body and take those mani/pedis over the top!

Provide an entertaining evening. At La Costa Resort & Spa, Michelle Frye host their wildly popular Spa Under the Stars where guests can listen to guitar music while relaxing and sipping Spa-Bellinis with their friends.   They can also enjoy some special pricing, gourmet appetizers, and even a private reading from their onsite astrologer.

Create “made fresh” treatments. Jennifer Strouse is not just a massage therapist extraordinaire, she is also Rancho Bernado Inn’s own Made Fresh Daily spa chef.  She creates a new special treatment and protocol with fresh, therapeutic ingredients every season.  The current Made Fresh Daily special is Fruit Infusion, which includes a strawberry scrub wrap and grapefruit massage.  Guests enjoy a complimentary beverage and receive an at-home treatment recipe to take with them as well.

Support local artisans. As a recent guest at the Ihilani Spa at the JW Marriott in Ko Olina, Tanya greeted me with a great big smile and Aloha.  Her enthusiasm and positive energy immediately drew me in.  Her passion for the spa radiated as she went on to offer and give me a tour and tell me about their unique whirlpool that pumps salt water in and warmed for your comfort.  In addition, she explained how they carefully curated the retail items to include island made gifts from local artisans and how they liked to give back to the community.

These are just a few of the unique things that you can do to make your spa stand out.  Whether it’s from the small details, showing off team member talents, excellent customer service or fun, elaborate events, all of it counts.  Be bold and try new things!

If you want help brainstorming or have ideas that you would be open to share, please comment here!

2 Responses to “Ideas for Enhancing the Guest Experience”

  1. Felicia Brown Says:

    Visit Felicia Brown

    Love all the ideas, Lisa. It really is the details that make a spa “experience” happen and that turn a good experience into an unforgetable one.

  2. Lisa Michaelis Says:

    Visit Lisa Michaelis

    Thanks Felicia! As the Director of Development for Universal Companies in the Western U.S., I am fortunate to visit with a lot of spas but the ones that are experiencing success have that common thread of caring for the details and taking that guest experience to the next level. I really appreciate your feedback!

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