Personalisation is a growing trend. How are the treatments customised for each guest?
There is no denying that personalised service and treatment is what will set a spa apart from the others. The challenge is keeping some standard operating procedures in order to protect brand quality and consistency, while offering a bespoke customised treatment.
At Phoenicia Hotel, a consultation is carried out by the therapist to assess the guest’s needs. Personalisation thereafter comes with the choice of menu treatment and products used (mature skin, dehydrated skin or for better brightening).
This is also applied in our body treatments. Our massage therapists, who are for the most part, certified physiotherapists, have a certain freedom in free-styling their massage. Some prefer a lighter touch, whereas other guests request a deep tissue massage. The key is to train and trust your therapists to work their magic and art for a truly tailor-made experience without deviating from certain safety and quality standards. After all, guests are here to enjoy the skills and passion of our therapists, not to go through a protocoled, robotic routine.
Do you feel that customers are becoming more price conscious?
With the increase of concept gyms, studios, personal training, home and group personal training, the options to get fit are endless. And with such choices, comes bargaining power. Customers are not only becoming price conscious, but also better negotiators. We mentioned earlier that people are prioritising self-care more. If you want to regularly incorporate spa visits into your routine, then yes, people do in general seek value for money. Now with the Internet, and with price information available with a push of a button, price transparency and integrity are key.
Do you have any new launches or initiatives planned for the spa over the next six months?
We’re currently renovating the spa to enhance the guest welcoming experience and to present better retail offerings. There will be the introduction of a Hamam experience in Q3, 2019. We’ve revived and further developed our collaboration with Ila, allowing us to offer our customers a wider selection of items to choose from. We also have activaties planned for Valentine’s Day and Mother’s Day. What better way to celebrate such occasions than a pampering session at Phoenicia Hotel!
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