The spa manager at new hotel The Address, Downtown Burj Dubai, has made creating a complete customer journey the priority.
"About 80% of my time I'm on the floor in the spa and I will be there on a continuous basis," said spa manager at The Spa at The Address Susan Yarbug.
"I feel I need to be there pre- and post-treatment to make sure the guest has had the right treatment, the follow-up treatment and the skincare range. If they need more info from me I'll sit down with them. Where we're different is that we give them the journey with the consultation," she said.
This personal approach also has an impact on retail sales. Yarbug is adamant that she would not retail to someone without giving them a facial or at least a consultation first.
"A lot of people will come in and just buy something over the counter and I don't like that. You need to have a facial in order for us to look at your skin more closely and provide you with the right product. I always recommend that people have a skin consultation, that's a must," revealed Yarbug.
This approach helps boost retail sales, she continued.
"From the first day, we have retailed to every single guest. We have a procedure where we use a treatment platter, which is the recommendation made after treatment," said Yarbug.
She explained: "If you go to the doctor with the flu, he would recommend something for you. I always tell the therapist that the person that walks into the spa has a need. The consultation we then do is so specific, where we find out all the information about the person, from how they feel physically and emotionally on a scale of one to 10 - it's every detail.
"The therapists are so confident because they have so much knowledge and understand their client so well. They will only select the products they need. It's not five, it's not six; if it's one product, they'll only select that one," said Yarbug.
The Spa at The Address offers a full range of ESPA treatments and also retails the ESPA Superactive line.
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