A high staff turnover reduces customer satisfaction as well as costing your spa money. Finding, interviewing and training new staff takes many hours, which could otherwise be spent on revenue-generating activities. It is important that spa managers and directors find the right people to start with, as well as effectively managing new hires so they are happy with their new job and productive at an early stage. In this post we’ll use the concept of ‘user onboarding’ to explain how you can increase your staff retention rates. What is user onboarding? Onboarding is a term from human resources for new hires. More recently, it has been appropriated and extended by online companies to refer to taki

Managing a spa is a highly skilled, complex and demanding job. Many spa managers find themselves struggling to cope with the demands of the job after moving up the ranks very quickly or moving into an area they are not familiar with. However, spa management woodshedding can provide the answer to your problems. It’s about taking the time to invest in your future by broadening and deepening your skillset. Spa management woodshedding is also a great way for aspiring spa managers to competently move through the ranks and stand out at interviews. What is woodshedding? ‘Woodshedding’ is originally a term popular in the music industry. It means to perfect your music in private (in a woodshed), befo

“Lean Startup isn't about being cheap [but is about] being less wasteful and still doing things that are big.” “The lean startup has been applied to a wide variety of businesses and industries: manufacturing, clean tech, restaurants, and even laundry.” “Instead of looking at cumulative totals or gross numbers such as total revenue and total number of customers, one looks at the performance of each group of customers that comes into contact with the product independently.” “Using the Lean Startup approach, companies can create order not chaos by providing tools to test a vision continuously." We predict that the lean startup methodology will increasingly attract the attention of the spa indus

The guest capture rate is an important way to measure how well your spa business is performing. But what’s an acceptable guest capture rate? There’s no definitive answer. In some cases, 20% for a resort spa is acceptable whereas a 5-7% in an urban location is considered good. However, we’ve come across scenarios where urban spa capture rate ratio has been more than those of spas in resorts. Why? Because their spa managers follow these 5 simple steps: 1. Be agile. Hotel businesses change constantly and what works for one week or one season might not for the next. A spa manager must react quickly to hotel occupancy, MICE bookings and ensure they have therapists available to perform treatments