Burj Al Arab spa manager Gopal Kumar explains how he supports the hotel’s reputation for offering seven-star luxury through its spa offering
What is your career background?
I am a qualified cosmetologist and therapist. I started my career with Oberoi Hotels & Resorts in India, where I also opened the award-winning Wildflower Hall and managed Rajvilas. I then worked for Ananda in the Himalayas, One&Only Reethi Rah in Maldives, Peninsula Hotels in Bangkok, and also managed the opening of The Daylesford Organic Spa in the United Kingdom.
When did you join Burj Al Arab and what are your main responsibilities at the spa?
I joined Burj Al Arab as the director of spa in June 2012. My role is to provide strategic leadership, ensure that the highest spa standards are in place and assist in operational and financial control of in-spa retail and services. I have also recently managed the rebranding of our spa from Assawan Spa to Talise Spa, in cooperation with our marketing and PR team.
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My main goal for Talise Spa is to provide the best quality treatments and services, establish the highest operating, programming and budgeting criteria, and come up with effective marketing and PR campaigns to promote the overall philosophy and services. The desired outcome is to reinforce our positioning and maintain our reputation as the go-to destination for the ultimate spa experience.
What are the upcoming trends in the spa industry?
Nowadays, everyone is becoming more aware of their health and well-being. Following this ‘mindful living’ philosophy, spas are no longer a luxury — they have become a necessity. There is more and more interest in eating healthily and living a healthy lifestyle. This is why over the last few months, we have introduced a number of treatments that are tailored to these particular needs. We have also recently launched QMS Medicosmetics — a pioneering skincare range with treatments designed exclusively for Talise Spa at Burj Al Arab.
How do you manage guests’ expectations in a “seven-star” hotel?
We are delighted and honoured to be referred to as a seven-star hotel by our guests and visitors. However, this reputation puts a tremendous amount of pressure on our teams to deliver the highest quality of treatments and services imaginable. The key is to ensure an exceptional and high level of personalised service, plus continuous introduction of exclusive treatments and products. Our guests’ feedback is of the utmost importance to us and we always aim to exceed expectations.
How important is training and staff motivation at your spa?
Ongoing training is the key to any industry’s success as it keeps colleagues happy, motivated and switched on. I have always believed that if colleagues are motivated, their engagement levels will be high and this will in turn bring positive results in every aspect of the business, be it financial, guest satisfaction index or keeping extraordinary standards in place.
How does your spa create a local experience for guests?
Local vendors are not easily available; however, luckily there are still some here. You just need to remain up-to-date and continue your search on an ongoing basis. We also work with the existing sources to create something authentic and unique.
Recently, we worked with one of our suppliers to procure desert sand, local fragrances and spices in order to create the Burj Al Arab Arabian Journey, which turned out to be a great success with our guests. In addition, keeping an ongoing training plan for your team, which includes the knowledge of local authentic ingredients and trades in the past, is crucial, as it allows your colleagues to be able to describe some local authentic touch-points to guests.
Five top tips for effective rfront office management
1- Have a highly trained and engaged team with compassionate leaders at the top
2- You need an excellent spa ambience to delight all of the senses
3- Use the highest quality spa products with nature-friendly ingredients
4- Create an effective spa menu with a results-orientated focus
5- Ensure there is a great balance of wellness activities to attract each spa segment
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