Spa Executive July/August 2022

ISSUE #38 JULY/AUGUST 2022
SPA EXECUTIVE
FOR LEADERS IN THE BUSINESS OF WELLNESS
The Detox Issue
Spotlight:
Langham’s Amy Chan on TCM,
sleep & spa marketing
Staffing:
Michael Tompkins on how spas
can better attract and retain employees
Feature:
7 reasons to offer digital
detox at your spa

PUBLISHER
Roger Sholanki
EDITOR, CREATIVE DIRECTOR
Elizabeth Bromstein
Note from the Publisher
Dear readers,
DESIGNER
Design Pickle
AD SALES, CONTRIBUTING EDITOR,
PRODUCTION MANAGER
Sal Capizzi
We’re talking about detox in this issue of Spa Executive Magazine. Detoxing your workplace,
digital detox, and sleep as detox.
Did you know that a 2013 study found that the space between brain cells may increase
during sleep, allowing the brain to flush out toxins that build up during waking hours? These
results suggested a new role for sleep in health and disease. And spas, of course, offer
wonderful services to help guests get more sleep. We look at some of these in Sleep detoxes
the brain. How spas can help guests get more of it.
Langham’s Amy Chan also talks about the Traditional Chinese Medicine approach to detox
and Langham’s Sleep Matters by Chuan, a comprehensive global sleep wellness programme
developed in conjunction with the World Sleep Society, in her Spotlight interview: Langham’s
Amy Chan on TCM, sleep & spa marketing.
We explore the important but sometimes difficult topics of toxic customers and toxic
employees, and list 7 reasons to offer digital detox at your spa.
Other (non-detox-related) topics include Michael Tompkins of Hutchinson Consulting
weighing in with some sage advice on how spas can better attract and retain employees in
today’s climate. And we look at how yield management can boost your spa’s revenue.
Spa Executive
Finally, we take a look at the amazing Na Ho’ola Spa at Hyatt Regency Waikiki Beach, and its
compelling history and mythology, as our featured property.
I hope you enjoy reading this month’s articles in Spa Executive and that they provide valuable
Spa Executive is Book4Time’s
magazine for leaders in the
business of wellness. News,
views, and interviews for those
who want to attract top talent,
increase customer retention,
and offer the best possible
guest experience.
information to help you achieve success.
Roger Sholanki,
CEO,
Book4Time

Contents
July/August 2022 Volume 38
4
MANAGEMENT:
How to manage a toxic
employee in your spa
6
STAFFING:
Michael Tompkins on how
spas can better attract and
retain employees
8
FEATURED PROPERTY:
Na Ho’ola Spa at Hyatt
Regency Waikiki Beach
11
FEATURE:
7 reasons to offer digital
detox at your spa
15
BUSINESS:
How to manage toxic
customers in your spa
17
BUSINESS:
Sleep detoxes the brain.
How spas can help guests
get more of it
19
SPOTLIGHT:
Langham’s Amy Chan on
TCM, sleep & spa marketing
22
BUSINESS:
Increase spa revenue with
yield management

Management
How to
manage a
toxic
employee in
your spa
Toxicity results in low productivity, low morale,
and high absenteeism, and can cost a
company dearly. Here’s how to manage a toxic
employee in your spa.
Detox your work environment
Is your spa work environment being
poisoned by a toxic employee?
communication lines and an unhealthy
management style. But sometimes, that
toxicity is coming from one person. If that’s
the case, you’re going to have to address it.
Signs of a toxic employee in your spa
A toxic employee may display one or several
of the following behaviors…
creating an “us against them” atmosphere.
Causes tension and drama – If it feels like
tensions tend to mount and fall on a regular
basis, look to see if there is a common
denominator. If the tension is around one
person whenever they are present, that’s a
potentially toxic employee. People who enjoy
drama for drama’s sake are a problem
ina workplace.
Signs of a toxic work environment include
drama, infighting, low morale, and tensions
among employees. Toxicity also results in
low productivity and high absenteeism, and
can cost a company dearly.
A spa’s business in particular can suffer
from a toxic environment because a spa
environment is expected to be a calming
and nurturing atmosphere. Customers can
sense negativity and will respond accordingly,
maybe by taking their business elsewhere.
There can be several causes of a toxic
work environment, including broken
Doesn’t listen or follow the rules – Toxic
employees might not listen to you or anyone
else because they think they know best.
They might do their own thing, despite
company rules and guidelines, because they
believe their way is better. A disregard and
disrespect for authority is not something you
need in your workplace.
Gossips – Gossip will poison any atmosphere
and should be discouraged in all circumstances.
An employee who gossips is always going to
cause problems. Toxic employees may thrive
on talking about people behind their backs and
Refuses to take responsibility – When
things go wrong, a toxic employee might
be quick to blame someone else or make
excuses. The ability to take responsibility is a
key trait in a desirable employee.
Says “that’s not my job” – In a successful
business of any type, everyone works
together to do what needs to be done.
People who refuse to do anything extra or
outside of their scope of work because it’s
“not their job” – take phone calls, clean up
a mess they didn’t make, or update social
media, for example – don’t fit into this
4
| Spa Executive The Detox Issue

scenario,are not assets to your team, and
may betoxic employees.
Causes tension and drama – If it feels
like tensions tend to mount and fall on
a regular basis, look to see if there is a
common denominator. If the tension is
around one person whenever they are
present, that’s a potentially toxic employee.
People who enjoy drama for drama’s sake
are a problem in a workplace.
Has an overall negative attitude –
Life isn’t all sunshine and rainbows and
sometimes you need a good grousing
session. But people who complain constantly
and are always in a negative state will poison
the atmosphere, which is the very definition
of toxicity.
Isn’t asked for by customers – Spa guests
often choose a favorite service provider and
will request that person specifically. If nobody
is requesting a specific employee, there may
be a reason for that and that person may be
causing problems for your business.
There are other signs of a toxic employee
and you probably will be able to spot one
when you see one. But what can you do
about it?
How to manage a toxic employee
Have a conversation. Open
communication is imperative. Take the
employee aside and ask whether they are
unhappy at work and why. Explain why you
are asking without being accusatory and
point out the behavior(s) that are cause for
concern. Sometimes people simply have
no idea how they are coming across and
impacting others. There may be a reason for
the behavior that can be addressed. Or, if
they are unaware of how they are behaving,
you may be able to help them address that
too. Be supportive aboveall things.
Make it about the behavior and not
about the person. Make it clear that this
issue is not with the person but what they
are doing and that this is something they
can change. Be specific in how you address
the behavior and keep that separate from
the individual. If you can help the employee
to not take things personally, you will have
better chances of rectifying the situation
Offer feedback and the opportunity to
change. As this Harvard Business Review
article suggests, “Give concrete, specific
feedback and offer the opportunity to
change.” Once you have identified the
problem areas you can come up with a
plan to change things. Set a timeline and
actionable goals, like better relationships
with team members and a specific number
of client requests. Have regular check-ins to
make sure things are progressing.
Be prepared to take responsibility
yourself. There might be a very good
reason for what’s happening and you might
be contributing to the problem. If the
employee feels unsupported or is lacking
resources, for example, this may be a
situation to which you have contributed.
There may be something you need to
address about your management or
communication style, or something else you
have to work on, and you have to be willing
to do so.
Document everything. Even when you’re
working towards fixing things, it’s important to
document everything in case you ultimately
have to let the person go. Keep track of the
behavior, its impact, and your response, so
that if you are called upon to justify a decision
to fire the toxic employee, you can do so.
Know when to let them go. You want to
avoid firing people for a few reasons. These
include wanting to make things work for the
business and for the employee, and the cost
of replacing them. But sometimes you have
to know when to say goodbye. If you have
tried supporting the employee and offering
the opportunity to change, and it’s not
happening over the set time period, the time
may have come to say goodbye.
Stop a toxic work culture from developing
in the first place by making sure employees
are supported and that they feel heard.
Avoid hiring a problematic employee by
not rushing the hiring process or taking
shortcuts. Watch for signs of a toxic
personality like high levels of self regard,
overconfidence, and blaming others for
their problems. For example, saying they
left their previous job because of something
someone else did, or trash talking their
previous boss.
It’s up to leadership to cultivate a positive
work environment. Toxicity affects everyone
in a workplace. Stop it before it starts.
5
| Spa Executive The Detox Issue

Michael Tompkins on how spas can better
attract and retain employees
Michael Tompkins of Hutchinson Consulting,
former CEO of Miraval and Hilton Head,
shares insights on how spas can attract and
retain employees.
The spa and hospitality staffing crisis continues
and shows no signs of abating. Many people
have left the sector in the last couple of years,
fed up with rigid scheduling, insufficient wages,
and lack of appreciation, and they don’t have
plans to return.
What can spas do to turn things around,
attract new talent, and retain the people
you already have? We spoke with Michael G.
Tompkins of Hutchinson Consulting, a firm
specializing in executive recruiting, consulting,
and marketing solutions for the wellness and
hospitality industry.
Tompkins has extensive experience in hospitality
and wellness. He has held CEO positions with
Miraval Resorts, Hilton Head Health, and
PALM Health, and executive positions with
Canyon Ranch Health Resorts. He is also a past
Chairman of the International Spa Association
(ISPA). At Hutchinson, Tompkins builds executive
management teams who excel in efficiency while
building culture for guests and staff.
Here’s what he had to say about how spascan
better attract and retain employees in
today’s climate:
By Michael Tompkins,
PartnerHutchinson Consulting
The Great Resignation and how it has affected
the spa industry
When it comes to what is most current
in today’s climate, we’re seeing some of
the same issues across the United States,
Europe, and South America. The Great
Resignation has hit the hospitality sector hard
and people all over the world have quit their
jobs and are not returning to work.
What happened was that a first wave of
people left the hotel and spa industry to go
into other sectors during the pandemic and
now they’re doing something completely
different. A lot of women held on through
that first year and now they’re leaving and
starting to look at other opportunities.
Women make up a large majority of our
population of skilled workers in this sector, so
this has really hindered our ability to retain
good employees. I’ve been saying, every time
I speak at an event, “Hold onto your female
6
| Spa Executive The Detox Issue

employees, because there’s a huge value
to them right now.” The third group that is
resigning is older workers, people aged 55
and over.
Flexible scheduling
So, how can we fix the problem? The number
one thing that people are looking for is
flexible scheduling, particularly women with
children who need to be with their families.
Spa is a service industry job that requires
you to work on site. You can’t actually give a
massage from home if you work in a resort
or spa. And, recently, people have started
to think more about their families and how
they’re spending their time – having to go to
work every day, as opposed to being able
to stay home and do part-time work as a
massage therapist or esthetician, where you
control your schedule.
We’re finding that spas that are more flexible
around employee schedules are retaining
more people than those who are saying,
“Sorry, the spa world is Friday, Saturday,
Sunday, and you have to work every
weekend.” Those spas that are sticking to
rigid schedules are finding it very difficult to
continue to retain staff.
Spas should think about how they can apply
flexible scheduling to keep employees. For
example, this may mean split days, where
employees go in for three hours one day and
four hours the next.
understand that they are a part of the big
picture. Spa directors who are sharing their
financials, their goals, and their metrics with
their teams are more likely to get buy-in from
employees who understand that we’re all in
this together. Particularly with the millennial
generation. That generation wants to work
as a team and they want to be able to share
with each other, to do better. Managers who
are including their staffon goals and financial
metrics are getting that team cohesion that’s
needed intoday’s environment.
Clear concise compensation
Another issue that we talk about in spa
until we’re blue in the face is clear, concise
compensation. This has been such a
deterrent in the industry, for massage
therapists and estheticians in particular. They
get one rate when they’re at work and they
get commission, then if they do upgrades,
they get a $5 or $10 kicker, but it’s very
difficult for them to get benefits sometimes
and if they decide to take vacation, they
get paid a training rate, which is much less
than their usual compensation. So let’s say
a therapist works 32 hours a week and
averages $50 an hour but their training wage
is minimum wage. When they go to take
vacation, they’re being paid the training wage
instead of their blended average rate. That’s a
touchy subject now with massage therapists
and estheticians being in such demand. In
other industries, you get paid vacations, at
least in the US, and I think people are starting
to ask why they don’t deserve the same.
purpose in their lives and in their work. A lot
of people are resigning from jobs because
they are looking for an employer with
purpose. They want a job that is meaningful
and where they are working with people with
shared values and purpose, like working with
charities or DE&I initiatives, things that not
only tell the story of your brand, but also of
the team and the people who work there.
There is already a solid foundation for this
in spa & wellness. People usually go into this
industry as therapists and service providers
because they believe in what they do and
that they are making a valuable contribution
to people’s lives. It’s up to management to
nurture that.
If you can get people working together and
to understand the purpose of what they
do and how this plays a role in the world
and in your business, you can build a solid
community where people are more apt to
stay, and that shared purpose is a big part of
that experience.
Include employees on business metrics
and goals
The second piece to this puzzle is including
employees on business metrics and goals.
People often go to work in a spa and they
don’t understand budgets. They don’t
Offering fair and clear concise compensation
will be a requirement to retain team
members going forward.
Provide a sense of purpose
Finally, employees are looking for a sense of
7
| Spa Executive The Detox Issue

Featured property:
Na Ho’ola Spa at Hyatt Regency
Waikiki Beach
Na Ho’ola Spa at Hyatt Regency Waikiki Beach
Resort and Spa is an oasis of tranquility,
inspiring health and wellness through the
practice of Hawaiian culture, values and arts.
Na Ho’ola Spa at Hyatt Regency Waikiki
Beach Resort and Spa was the first resort
spa in Waikiki. Located just steps from
the azure blue waters and soft sands of
Waikiki Beach, Hyatt Regency Waikiki offers
personalized service with the spirit of
Aloha, modern amenities, cultural activities,
a swimming pool overlooking the Pacific
Ocean, locally sourced dining, and onsite
boutiques. The resort provides the perfect
place for those who want to make the most
of their island experience and connect with
the heart of Hawaii.
The 10,000 square foot spa features fabulous
views of Waikiki Beach, 16 treatment
rooms, locker rooms, dry saunas and a gift
shop. Skilled practitioners rejuvenate the
body, mind and spirit with a wide variety
of massages, facials, stone treatments,
and wraps. An oasis of tranquility, inspiring
health and wellness through the practice of
Hawaiian culture, values and arts, the spa
takes guests on a journey of rediscovery, to
a time and place held sacred today and by
generations past.
The Healing Stones of Kapaemahu
The island has a compelling history
and mythology.
According to legend, more than 500 years
ago, four Tahitian wizards, Kapaemahu,
Kahaloa, Kapuni, and Kinohi, journeyed to
Hawaii to share their healing practices and
traditions with the Hawaiian people. When it
was time for the wizards to return home, they
asked the Hawaiians to select four symbols
that would be erected in their honor to
ensure that the healing powers would remain
for generations.
The Hawaiians selected four large boulders
that were brought to the beach from the
Kaimuki area and the wizards transferred
their powers into the stones. These stones
sit directly across the street from Nā Ho‘ōla
Spa near the area they were left hundreds
of years ago and are known as the Wizard
Stones, or Healing Stones, of Kapaemahu.
For centuries in Hawaii, Waikiki was a royal
reserve. Natural land boundaries were
formed by a number of streams that flowed
to the ocean and one of the most revered
land divisions was called Hamohamo. This
was the royal retreat royal retreat for the
Chief Aikanaka and his descendants King
Kalakaua, the Princesses Likelike and Ka’iulani,
and Hawaii’s last Queen, Lili’uokalani. It was
8
| Spa Executive The Detox Issue

elieved that the waters spouting from the
ground held healing powers and Hamohamo
was reserved for Hawaiian Royalty. This land
is now home to Nā Ho‘ōla, which means
“many healers.”
Kalo, Noni, Kukui, Awa
Four traditional Hawaiian healing plants
make up the spa logo, Kalo, Noni, Kukui
and Awa. These plants were vital to the
ancient Hawaiians’ way of life and are found
in many of the products that are used in
the spa’s treatments. Nā Ho‘ōla prides itself
on using the history of Hawaiian traditions
and techniques and incorporates signature
products made on the islands. In keeping
with the traditions of the islands, Nā Ho‘ōla
seeks to promote health and wellness
through the practice of Hawaiian culture, its
values and its healing arts.
Hawaiian Memories
This treatment starts with a hibiscus sugar
scrub followed by a hibiscus mineral
body wrap. The mineral wrap consists
of a proprietary ocean mineral complex
containing over 90 marine minerals in a
super concentrated and bioavailable form
supplying essential nutrients.
Stand out spa menu items include:
Awapuhi Retreat (Hawaiian Ginger Massage)
Lomilomi massage with organic sunflower oil
infused with Hawaiian healing herbal blend
of Kava, Gotu, Kola, Turmeric, Green Papaya,
Neem Leaf, Ginger and Noni. Extracts of the
four healing plants that make up the spa
logo are incorporated into this treatment
formulated to boost your immune system,
improve circulation and soothe your muscles.
Nanea (HotStone Relaxation Massage)
This luxurious collaboration of a soothing
hot stone massage and essential aroma
oil of Rosewood, Clary Sage and Tangerine
is designed to rejuvenate, refresh, release
tension, balance the body’s energies and
promote relaxation.
9
| Spa Executive The Detox Issue

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7 reasons to
offer digital
detox at
your spa
We spend a lot of time looking at screens and
consuming media. Is a digital detox in order?
Here are 7 reasons to make this an option at
your spa.
Detox your life
Should your spa be offering digital detox
options, be it a full day a month, an hour
a week, or specific areas of your property?
Here’s why you might consider this compelling
option if you’re not already doing so.
We spend a lot of time looking at screens
and, whether we all agree on this or not, it
would be hard to argue that there isn’t some
form of addiction happening. Have you ever
told yourself to put your phone down and
promised yourself you’re not going to pick it
up again for a few hours only to find yourself
looking at it 10 minutes later? Us too. Over
and over again.
According to data from DataReportal, the
average American spends seven hours
and four minutes looking at a screen every
day, while a 2018 survey by the Nielsen
Company found that the average U.S. adult
was spending around 11 hours each day
listening to, watching, reading, or interacting
with media.
And this has been associated with a variety of
negative mental health outcomes, including
sleep problems, stress, and more. Research
has found heavy technology use to be
associated with the following five outcomes:
1. Depression, anxiety, OCD, ADHD and
alcoholuse disorder
Heavy mobile phone use is associated with
psychiatric, cognitive, emotional, medical
andbrain changes.
“[Excessive smartphone use is associated
with] depression, anxiety, OCD, ADHD and
alcohol use disorder…difficulties in cognitiveemotion
regulation, impulsivity, impaired
cognitive function, addiction to social
networking, shyness and low self-esteem.
Medical problems include sleep problems,
reduced physical fitness, unhealthy eating
habits, pain and migraines, reduced cognitive
control and changes in the brain’s gray
matter volume.”
2. Reduced sleep quantity and quality and
increased body mass index.
High use of devices in children, particularly close
to bedtime, was linked to reduced sleep quantity
and quality and with increased body mass index.
“Using any device at bedtime was associated
with a statically significant increased use of
multiple forms of technology at bedtime and
use in the middle of the night, reducing sleep
quantity and quality… A statistically significant
association was found between bedtime
technology use and elevatedbody mass index.”
3. Sleep and mood dysfunction
Using social media in bed is associated with
sleep and mood dysfunction and increased
likelihood of anxiety and insomnia in adults.
“Compared with participants with no inbed
ESM (electronic social media) use and
controlling for age, gender, and ethnicity,
participants with high in-bed ESM use were
more likely to have insomnia, anxiety, and
short sleep duration on weeknights.”
4. Smiling less
Strangers smiled less at one another when
they had their phones in a waiting room.
“Compared to participants without
smartphones, participants with smartphones
exhibited significantly fewer smiles of any
kind and fewer genuine (Duchenne) smiles.
These findings are based on objective
behavioral coding rather than self-report and
11 | Spa Executive The Detox Issue

provide clear evidence that being constantly
connected to thedigital world may undermine
important approach behavior.”
5. More severe anxiety, depression
and negative affectivity
Social media use has also been connected
to FOMO, also known as fear of missing out,
which has in turn been associated with more
severe anxiety, depression and negative
affectivity, and lower levels of perceived
quality of life.
The mere presence of a smartphone makes
you dumber
Reason #6 is that we don’t even have to be
using our phones for some of these effects to
be seen. They just have to be availableto us.
Strong and consistent evidence has been
found of an association between the use of
devices, or merely the access to them, and
reduced sleep quantity and quality, as well as
increased daytime sleepiness
“[Twenty studies involving] 125 198 children
found a strong and consistent association
between bedtime media device use and
inadequate sleep quantity, poor sleep quality,
and excessive daytime sleepiness. In addition,
children who had access to (but did not use)
media devices at night were more likely to
have inadequate sleep quantity, poor sleep
quality, and excessive daytime sleepiness.”
Another study found similar but different
results in adults. Study participants took
a series of tests geared to measure
participants’ available cognitive capacity.
Before beginning, participants were randomly
instructed to place their smartphones
either on the desk face down, in their
pocket or personal bag, or in another room.
All participants were instructed to turn
their phones to silent. Participants with
their phones in another room significantly
outperformed those with their phones on
the desk, and they also slightly outperformed
those participants who had kept their phones
in a pocket or bag.
The authors conclude “The findings suggest
that the mere presence of one’s smartphone
reduces available cognitive capacity and
impairs cognitive functioning, even though
people feel they’re giving their full attention
and focus to the task at hand.”
Let’s not get carried away. Technology
is still amazing.
Not all smartphone and screen use is bad, of
course. There are wonderful applications for
technology and there are study findings that
refute the findings above. There will always
be fear mongering around new technologies,
back through the invention of television and
radio, all the way back to the printing press,
when 16th Century Swiss scientist, Conrad
Gessner, apparently expressed serious
concerns around the dangers of information
overload and the overabundance of
available books.
Technology is still amazing and allows
us to do incredible things, access mind
blowing amounts of information, and better
understand ourselves and the world. But
that doesn’t mean forcing yourself to step
away from screens for periods of time isn’t a
good idea.
7. Limiting use of social media has benefits
And, finally, Reason #7 is that putting down
the phone and stepping away from social
media has been shown to have positive
effects (which you probably already figured).
One study, for example, found that limiting use
of social media among university students to
a maximum of 30 minutes a day over three
weeks was associated with reductions in
feelings of loneliness and depression.
“After a week of baseline monitoring, 143
[university students] were randomly assigned
to either limit Facebook, Instagram and
Snapchat use to 10 minutes, per platform,
per day, or to use social media as usual for
three weeks…The limited use group showed
significant reductions in loneliness and
depression over three weeks compared
to the control group. Both groups showed
significant decreases in anxiety and fear
of missing out over baseline, suggesting a
benefit of increased self-monitoring.”
It’s also been suggested by people in the
wellness industry that human beings benefit
greatly from the sort of community and
interactions that aren’t as easily accessible
when we’re staring at screens. This is why
spa and wellness businesses might consider
creating digital detox experiences, if you
don’t already. It doesn’t have to be all digital
detox all the time. A day out of the week
or month, or an hour out of the weekend,
well promoted with special packages or
treatments and services might be just what
your customer base wants and needs.
Spas and wellness retreats offering the option of
a digital detox include:
Miraval Berkshires, where mindfulness
is the core of the Miraval philosophy and
guests are asked to use technology only
in designated locations “to practice being
mindful of the moment and respectful of
fellow guests.”
Zulal Wellness Resort By Chiva-Som,
which, according to its website is the first
12 | Spa Executive The Detox Issue

esort in Qatar to incorporate the pioneering
digital detoxing concept. At Zulal, “the use
of mobile phones and digital equipment is
restricted in an effort to inspire families and
individuals to reconnect with themselves and
with surrounding nature.”
Rancho La Puerta, where cell phone use is
prohibited in public areas, “primarily because
the Ranch is a retreat that values real
conversation and connections.”
13 | Spa Executive The Detox Issue

BOOK ONLINE,
PAY ONLINE,
SKIP THE LINE
Enjoy the contact-less experience.

​
How to
manage toxic
customers in
your spa
What is a toxic customer? One that poisons your
spa environment and negatively impacts the
people around them. Here are some tips on how
to handle toxic customers in your spa.
Detox the workplace
When you run or work in a spa, eventually
you’re going to encounter a toxic customer.
What is a toxic customer? One that poisons
your spa environment and negatively impacts
the people around them. You’ll know them
when you meet them.
What is a toxic customer?
They make unreasonable demands and
are difficult – toxic customers may always
be trying to get a discount or deal, or more
than what they pay for. While it’s always good
to go above and beyond for a guest, this
should be because you want to enhance their
experience, not because you feel bullied into it.
They are never happy – Toxic customers
always find something to complain about and
you may always feel like you’re treading water
around them or walking on eggshells.
They are rude to or abusive of your staff –
Toxic customers may abuse your staff or try to
take advantage of them.
They don’t care about other people –
Toxic customers may only seem to care about
themselves, make last minute cancellations,
no-show for appointments, or show up
disproportionately late, and not grasp the
fact that this behavior impacts your business
and your team and costs you money. Once is
understandable but doing this over and over
again shows a disregard for other people.
They suck up your time – Toxic customers
take up a lot of time, whether it be
complaining, arguing, or demanding more
from you and your team.
They cost more than they are worth – at
the end of the day, your toxic customers will
cost you more than they are worth, in time, in
staff morale, and in other ways.
Toxic customers are more than just difficult
Toxic customers are not just difficult
customers. Sometimes people are difficult
or demanding but they can be dealt with
fairly easily through better communication
and patience. Other times, a guest will have
a legitimate complaint based on a negative
experience. It’s important to know
the difference.
Spas build their entire business models on
promises of pampering, luxury, and even
“transformational” experiences. This sets
high expectations, sometimes unreasonably
high, and that can lead to cranky customers
if the person is prone to being demanding in
the first place. Here are some strategies for
handling toxic customers.
11 strategies for handling toxic customers
Ask yourself if you are part of the
problem. We’re often quick to blame others
but is it possible that the customer is not, in
fact, toxic and has a legitimate complaint? As
we just mentioned, sometimes a customer
will have a valid grievance and we have to be
careful not to make the mistake of ignoring
our own role when there is a problem. So, take
a look at the situation and assess it objectively.
Be the calm presence in a heated
moment. If a guest is upset, remain calm.
This may be enough to diffuse a situation in
itself, as angry people often lose steam when
countered with calm – though sometimes after
getting even more angry and then running out
of steam. Keeping calm no matter how badly
15 | Spa Executive The Detox Issue

someone else is behaving will help you handle
any situation with grace and clarity.
Speak to the customer privately.
Sometimes, as we mention in our article about
toxic employees, people have no idea how
their behavior affects others. Have a
conversation and tell them you have noticed
that they are consistently dissatisfied, that
there is often friction with team members,
or whatever the case may be. If it is a onetime
issue, take them aside to discuss that
issue. Again, simply talking to them may
be enough to change the behavior. Ask if
there is a particular issue on your end that
can be reasonably addressed and offer the
opportunity for the other person to speak to it.
Listen. Listen to the customer actively and
with empathy. Sometimes people lose it
because they feel like they are not being heard
and, really, that’s all they want. We all want
to be heard and to be seen, and some will
lash out because they don’t have the coping
mechanisms to handle themselves thoughtfully
when they feel things are going off the rails. We
all have a friend who is a bit like this, don’t we?
They’re not bad people. They just have some
gaps in their communication skills.
Get the other side of the story. If there is a
specific issue to be dealt with, like a problem
with a service provider, get that person's side
of the story. Do this privately and not in front
of the guest so the encounter doesn’t devolve
into contrasting versions of events. If need be,
send the customer home and try to figure
things out in their absence.
Protect your team and yourself. You need
to draw a line with customers as to what you
will and will not tolerate. Make it clear that
abusive language or behavior towards either
you or your team is unacceptable and that they
will be asked to leave if things get out of hand.
Have your employees’ backs. Never throw
your employees under the bus or side with
the customer because you are afraid of
losing business. If there is an issue with the
employee, address that separately, but as a
leader it is your job to support your team and
remain diplomatic during conflict. If you don’t
support your team they will leave you and,
with staffing in the spa industry being what it is
today, you don’tneed that.
Apologize. Dale Carnegie, author of How
to Win Friends and Influence People, tells a story
in the best-selling book about disarming a
police officer who was about to give him
a fine for an off-leash dog, with an effusive
apology. When Carnegie did this, the officer
started backing down and reassuring Carnegie
that his offense wasn’t actually that serious.
Carnegie writes: “That policeman, being
human, wanted a feeling of importance; so
when I began to condemn myself, the only way
he could nourish his self-esteem was to take
the magnanimous attitude of showing mercy.”
Carnegie admits that he was inarguably in
the wrong, but it still illustrates the power
of an apology. You don’t have to apologize
for something you didn’t do or for any
wrongdoing that did not occur, but you can
apologize because you’re sorry the customer
is unhappy. If there is a particular situation that
is resolvable, try to resolve it. Ask the customer
how they would like to see this happen and
decide if it’s reasonable.
Explain how things work. This might be
better in an email, but sometimes it can be
helpful for people to have things spelled out for
them. Again, not everyone understands how
their actions impact others, that last minute
cancellations cost a company and the employee
time and money and throw off the schedule,
or that demanding modifications to a service
can be an inconvenience for the provider who
is expected to stick to a schedule, or that when
they get angry it affects everyone around them.
Explaining how things work and how one thing
affects another might help.
Let them go. Repeat offenders who are
routinely toxic will need to be let go and told
they are no longer welcome in your spa. A
difficult customer may be turned around with
an apology, a gift, or a complimentary service.
But a toxic customer will not and you should
not be in a position where you feel that you
are constantly catering to the needs of an
impossible person. Your team should not be
subject to this either. Send a kindly, clearly,
and firmly worded note stating that you think
it’s best if they don’t return and wish them the
best finding a more suitable business for their
needs. Any outstanding balance on packages
or memberships should be returned.
Keep notes. Keep a record of the guest’s
behavior so that, if you have not banned them
from the spa, when they return, your staff can
be prepared and know what to expect. Or, if
you do choose to ban them, make a note as to
why. Some customers should absolutely never
be given a second chance, including those
that are violent and inappropriate. Future
management and new team members will
need this information. Your spa management
software should have a note taking function to
allow you to do this and to share information
with all your staff, even across multiple
properties. Future management and new
team members will need this information.
16 | Spa Executive The Detox Issue

Sleep detoxes the brain.
How spas can help guests get more of it
Research findings suggest that sleep detoxes
the brain. Here’s how that works and how spa
treatments can help people get more sleep.
toxins that build up during waking hours.
According to a brief, the results suggested a
new role for sleep in health and disease.
potential importance of the network in normal
brain function,” said Roderick Corriveau, Ph.D.,
a program director at NINDS.
The question of why we sleep is as old as
humankind. Scientists have been exploring
it for decades, but it’s still a difficult one to
answer. We know we need sleep to survive,
that we feel better after we do it, and we can
barely function when we don’t get enough
of it. We know we dream during sleep
and appear to solve problems and solidify
learning, and more than a century of research
has established the fact that sleep benefits
the retention of memory.
Sleep detoxes the brain
We also may be detoxing our brains when
we sleep.
“Sleep changes the cellular structure of the
brain. It appears to be a completely different
state,” said Maiken Nedergaard, a leader of
the study.
The study showed that during sleep a
plumbing system called the glymphatic
system may open, letting fluid flow rapidly
through the brain. The glymphatic system
helps control the flow of cerebrospinal
fluid (CSF), a clear liquid surrounding the
brain and spinal cord. Previous research
findings suggest that toxic molecules
involved in neurodegenerative disorders
accumulate in the space between
brain cells.
The results were said to potentially have broad
implications for multiple neurological disorders
and highlight the importance of sleep.
“We need sleep. It cleans up the brain,” said
Dr. Nedergaard.
We also know we need sleep because a lack
of it can lead to a host of negative health
outcomes. According to the Cleveland Clinic,
“some of the most serious potential problems
associated with chronic sleep deprivation are
high blood pressure, diabetes, heart attack,
heart failure or stroke.” Other potential
problems include obesity, depression, and
reduced immune system function.
A 2013 study using mice showed that the
space between brain cells may increase
during sleep, allowing the brain to flush out
“It’s as if Dr. Nedergaard and her colleagues
have uncovered a network of hidden caves
and these exciting results highlight the
Fortunately, spa treatments, including
massage, sauna, and taking warm waters can
17 | Spa Executive The Detox Issue

help improve sleep function – something to
communicate to your guests.
More recent research also found that 7 in 10
Americans do not achieve restorative sleep.
offerings from Langham Hospitality Group’s
global spa and wellness brand, Chuan Spa.
Some findings regarding common spa
treatments and sleep:
Massage
Postmenopausal women with insomnia
undergoing massage therapy experienced
improvement in sleep patterns. Patients
self reported falling asleep faster, improved
quality of sleep, and feeling better upon
waking.
Women undergoing massage therapy
also experienced a significant decrease in
depression, insomnia, and increased quality
of life.
In addition to a decrease in long-term pain,
subjects receiving massage experienced
improved sleep and an increase in serotonin
levels. Results were based on twice-weekly,
30-minute massages for 5 weeks.
Sauna
Volunteers who took a sauna before bed
experienced a significantly increased state of
relaxation and improved levels of deep sleep
than on nights they did not take a sauna
before bed.
83.5% of 482 respondents to a survey in
another study reported sleep benefits after
sauna use.
Soaking in warm water
Bathing one to two hours — ideally, 90
minutes — before bed in water at 104 to
109°F (40 to 43°C) helps people get the best
quality sleep and to fall asleep an average of
10 minutes faster than normal.
Many hotels and spas are seeing the potential
market here and are creating programs
designed to help guests sleep better. These
include the Four Seasons Hotel St Louis
where the Deep Sleep Restorative Massage
with calming aromas of lavender and
chamomile concludes with a 20-minute nap
under a weighted blanket while delta wavestimulating
melodies play in the background
(via Well+Good). Guests are given a pillow
mist and eucalyptus salt soak to continue
the experience in their rooms, which feature
blackout curtains, soundproof windows, and
signature Four Seasons mattresses featuring
AirCool technology, and crisp linens.
And the Fairmont Century Plaza offers
treatments targeting sleep at a cellular
level through a combination of infrared
technology, compression therapy, and
healing sound waves on an anti-gravity bed.
Guest rooms feature black-out curtains and
plush pillow top mattresses.
Langham Hospitality Group, meanwhile,
recently launched Sleep Matters by Chuan,
a comprehensive global sleep wellness
programme developed in conjunction with
the World Sleep Society.
Amy Chan, Assistant Group Director of Spa &
Wellness at Langham Hospitality Group, told
us, “As sleep plays a vital role in a memorable
travel experience, helping travelers enjoy a
good night’s rest allows for greater enjoyment
of a holiday, higher productivity on a business
trip, and is the connective element between a
hotel and its guests.”
Exclusive elements include a magazine
curated by the World Sleep Society as well as
elements based around wellness rituals and
Every Langham hotel around the world has
embraced the program and is offering their
own packages and local elements to help
guests achieve better rest.
18 | Spa Executive The Detox Issue

Langham’s Amy Chan
on TCM, sleep & spa marketing
Langham Hospitality’s Amy Chan talks about
TCM, spa marketing, the staffing challenge and,
of course, what makes a great guest experience.
Amy Chan is a respected spa and wellness
professional with nearly three decades
of industry experience, starting first as a
therapist and moving up through the ranks to
become the Assistant Group Director of Spa
& Wellness at Langham Hospitality Group.
She has been with Langham Hospitality
Group since 2007, was involved in the
development of Chuan Spa from its early
stages at the brand’s flagship at Cordis, Hong
Kong (Langham Place, Mongkok), and has
been part of Chuan Spa’s growth to 20 spas
today, with two more in the pipeline this year
at The Langham Jakarta and The Langham
Gold Coast.
Ms. Chan is responsible for the daily global
operations and marketing of Chuan Spa,
offering leadership and guidance to ensure
the spas achieve greater guest satisfaction
and increased profitability.
With a strong knowledge in Traditional
Chinese Medicine (TCM), the concept and
the core philosophy from which Chuan Spa’s
treatments are derived, Ms. Chan works
closely with TCM professionals to develop
treatments to enhance health and wellness. As
an accredited and qualified trainer in spa and
wellness therapy, she not only trains all the
spa therapists in the group, but also manages
and teaches at the Chuan Academy, a spatraining
institute by Chuan Spa in Hong Kong.
We spoke with Amy Chan about TCM, spa
marketing, the staffing challenge and, of
course, what makes a great guest experience.
Can you talk about Chuan Spas and the principle
of TCM?
A spa retreat based on philosophy as old as
time itself. In Chinese, “Chuan” means flowing
water. As the source of life, water represents
the re-birth and rebalancing of our whole
being. At Chuan Spa, we understand the
most effective cure for stress is not found
19 | Spa Executive The Detox Issue

on the shelves of our local pharmacy, but
deep within ourselves. With roots stretching
back thousands of years, Traditional Chinese
Medicine (TCM) believes the human body
comprises two opposing yet mutually
dependent halves: Yin and Yang. A haven of
Oriental Serenity, Chuan Spa offers a journey
to wellness combining genuine service and
holistic treatments that are based on the
principles of Traditional Chinese Medicine.
At Chuan, all of our signature services are
developed in conjunction with our resident
TCM doctor to maintain a high level of
integrity and authenticity. Chuan signature
treatments and products are guided by two
key principles of Traditional Chinese Medicine
(TCM), with the aim of assisting our clients in
their journey to regaining internal balance.
These are Wu Xing (the 5 elements of Wood,
Fire, Earth, Metal and Water) and Jing Luo (the
meridian system).
Can you talk about Sleep Matters by Chuan and
the importance of sleep?
Sleep has a huge role in a longevity plan
because insomnia, or prolonged lack of
sleep, affects our energy and mental clarity.
From the Chinese perspective, nighttime is
a quiet time when the spirit wanders and
our body repairs and takes care of itself. To
sleep well, Chinese medicine practitioners
believe that our spirit and heart must be
calm to experience restorative sleep, while
anxiety, worry, and depression make it nearly
impossible to achieve.
Sleep Matters by Chuan is a comprehensive
global sleep wellness programme developed
in conjunction with the World Sleep Society
whose mission is dedicated to advancing
sleep health worldwide with sleep medicine
and scientific expertise. As sleep plays a
vital role in a memorable travel experience,
helping travelers enjoy a good night’s rest
allows for greater enjoyment of a holiday,
higher productivity on a business trip, and
is the connective element between a hotel
and its guests. Each of our hotels across the
world has embraced Sleep Matters by Chuan
and introduced their own packages and local
elements to delight our guests.
Three TCM tips to achieve a restful sleep:
allow three hours between last meal and
bedtime to have sufficient time to digest the
food, conduct a relaxing breathing exercise
prior to sleeping to calm your breathing and
cleanse the body, and sleep by 11pm for the
body to replenish.
As we’re talking about detox in this issue, how
does the idea of detoxification fit with TCM?
According to TCM, well-being and vitality
are believed to be influenced through the
nurturing of the three treasures, which
everyone possesses: Jing, known as our life
force, Qi, known as our vital energy, and Shen,
known as our mind and spirit. Supporting
our treasures is the key focus to maintaining
wellness in TCM. This is achieved through:
rest and relaxation, a good mental state,
regular exercise, food therapy, appropriate
environmental responses, utilization of
Chinese herbal medicines; acupuncture and
tui na (Chinese massage).
Our body detoxes naturally but due to
the modern busy environment, it can be
imbalanced. TCM practitioners draw upon
centuries-old principles to solve a modern
problem. Our TCM practitioners first conduct
a consultation to understand your lifestyle,
body statues and concerns, follow by
recommendations of selected TCM techniques
that work together synergistically such as
acupuncture, cupping, herbal medicine,
nutritional therapy, ear auricular therapy,
Lymphatic drainage and tui na massage.
Marketing is one of your areas of expertise.
How can spas better market themselves?
We need to follow the world trends where
the use of technology and social media are
the new norm. This is one instance where
the world of spas and modern technology
can enjoy a happy marriage to enhance
the customer journey and offer a holistic
experience from the first click to the final
touches in the treatment room.
Websites are more than just a shop
window for browsing what treatments and
promotions are available but are increasingly
used to book appointments online,
seamlessly in real time, and buy retail online.
We all talk about creating experiences and
storytelling. Maintaining a brand awareness
via social media platforms, sharing tips, short
videos and posting event photos are at least
the basics people should get right. People
have very short attention spans so don’t
post anything too long. Word of mouth is
incredibly powerful. Encourage your guests
to post (positive) online reviews as customers
love to read other guest experiences.
You might also want to create aselfie area for
customers to post instagrammable moments.
20 | Spa Executive The Detox Issue

What makes a great guest experience?
What are you excited about?
Utmost attention to the entire journey, from
the moment you enter the spa, to the five
senses; vision of the design, lighting tone and
cleanliness; hearing of the Zen music played
throughout the spa; smell of the pleasant
aroma diffused; taste of the beverages and
snacks offered; and the touch of the linen
from bathrobes to bedding and ideal setting
of the room temperature. All these elements
perfectly done together with “soft skills” to
create a synergistic space. With colleagues
using their training to their appearance
in uniform with grooming and overall
professionalism, guests will feel they are in a
luxurious environment.
I am excited to see how the world is
embracing wellness across all industries. I
see companies putting the wellbeing of their
staff first, recognizing that productivity and
wellness go hand in hand. They’re organizing
regular healthy tips from professionals, virtual
fitness videos or classes, and simple but
impactful activations like a lunchtime chair
massage. People are also more open-minded
and curious to try alternative medicines such
as TCM, homeopathy, and complimentary
therapies such as signing bowl therapy and
mindfulness meditation. The ultimate goal is
to achieve longevity of life.
Sleep detoxes the brain
Chuan Spa prides itself as an oasis offering
a personalized journey towards optimum
relaxation and wellbeing. Chuan Spa’s tranquil
setting enhanced with signature design
elements (moon gate, contemplation corner,
dream room) and signature treatments made
us a luxurious wellness institution in each city
we have a presence.
What challenges would you say the industry is
facing and will face in the near future? Do you
have solutions for these challenges?
Recruitment is the biggest issue currently.
There is a major shortage of talented spa
therapists in the industry. We need to create
a retention programme to attract and retain
staff. These include incentive program for
individual/ team performance, enhanced job
skills and sponsored training, flexible working
hours to adapt to a balance of life, more rest
days and offering a staff wellness programme
as well as celebrate their birthdays.
21 | Spa Executive The Detox Issue

Increase spa revenue with
yield management
People in the spa industry love what they do and
also know it’s sometimes a passion project, as
spas can often yield low profit margins. Increase
spa revenue with yield management.
People in the spa industry love what they
do, but we know that it’s sometimes a
passion project, as spas can often yield low
profit margins.
Occupancy and revenue are dependent on
factors that may be beyond your control, like
season, time of day, socioeconomic factors,
and more. Fortunately, yield management is
a surefire way to maximize occupancy and
significantly increase profits at your spa.
A subcategory of revenue management,
yield management is the process of making
frequent adjustments in the price of a
product or service in response to market
factors, like demand or competition, to
maximize revenue. It’s most commonly
applied when there is limited or finite
capacity, like with seats on an airline, or
in a spa, a service provider’s time and
energy. There is ample evidence of yield
management’s benefits and it has been used
in the hotel and airline sectors for decades.
In the late 1970s, the first yield
management strategies involved analyzing
market factors, like time of year, day of
the week, and destination and origin
locations – to predict demand for airline
seats and offer discounts, giving airlines the
opportunity to sell seats that would have
otherwise remained empty. From there,
yield management applications have grown
and it has since been said to have brought
the air industry, almost on the brink of
bankruptcy, back from the brink of ruin.
Throughout the 1980s the practice spread
throughout the hospitality industry. A 1992
paper quotes Robert Crandall, former
Chairman and CEO of American Airlines
as crediting the survival of the company
to yield management and estimating
that the strategy generated $1.4 billion
in incremental revenue over a three-year
period. He also said, “We expect yield
management to generate at least $500
million annually for the foreseeable future.”
Consumers have since come to expect
fluctuating prices for airline seats and
hotel rooms as a matter of course, and
we know that the price of an airplane seat
can change in a moment. Hotels use this
22 | Spa Executive The Detox Issue

Yield management has been said to have brought the air industry, almost on the brink of bankruptcy, back from the brink of ruin.
strategy when they are located next to
a stadium and a big game or concert is
happening that weekend, or when there is
high demand because of a holiday. This is
also called “dynamic pricing.”
More recently, Uber has been using yield
management to increase prices in high
demand times, also known as “surge
pricing.” And, again, people have come to
accept it as a matter of course.
The spa industry has been slower to catch on.
Suzanne Holbrook, Senior Corporate
Director of Spa Operations for Marriott
International and Ritz Carlton, is an
expert in yield management and revenue
management. She oversees 160 spasat
hotels and resorts and is recognized
for an almost magical ability to produce
outstanding financial results.
Holbrook told Spa Executive Magazine
in a 2021 interview, “There’s always
fear of change! But airlines took on this
strategy many years ago and became very
profitable! We are used to this with airlines
and hotels, but not for spa. WHY? Let’s be
the disruptors. We shouldn’t wait for every
other industry to move forward.”
“There’s always fear of change!
But airlines took on this
strategy many years ago and
became very profitable! We
are used to this with airlines
and hotels, but not for spa.
WHY? Let’s be the disruptors.
We shouldn’t wait for every
other industry to move
forward.” – Suzanne Holbrook,
Senior Corporate Director of
Spa Operations for Marriott
International and Ritz Carlton
However, she added that “successful
implementation involves detailed analysis
and careful decision making and planning
within a framework of clear and effective
policies and procedures.
“Put strong processes in place, and we can
be the disruptors, and make the change,”
said Holbrook.
Here are a few examples of best yield
management practices for the spa industry.
Think twice before discounting
Spas commonly offer discounts to fill
empty treatment rooms and this is an
accepted approach to dynamic pricing.
But savvy leaders often counsel against
this strategy, particularly in luxury
markets. Holbrook noted in a Spa
Executive editorial that this can devalue
a brand, and spas might not attract the
clientele they want by positioning their
businesses as discount houses with
marketing and communication strategies
23 | Spa Executive The Detox Issue

like “Mud Wrap, 40% off,” and ‘’Massage,
30% Discount.”
She explained, “While discounting is an
easy way to attract extra demand, it is
unfortunately only a short term solution. A
discount strategy can have a negative impact
on the consumer’s value of treatments,
services, and brand. Consumers will want
access to the discounted prices most of
the time. Discounting will only downtrade
revenue potential.”
Consider other dynamic pricing options
before moving to discounting.
Do a deep dive data analysis of
your operations
Like discounting, implementing dynamic
pricing in the wrong way can negatively
impact your brand. Reducing and
increasing prices during off-peak and onpeak
hours, for example, can work in some
markets and alienate people in others.
Some consumers might wonder why they
should pay more for a massage because
they work weekdays and have children,
and are therefore only available on
a Saturday, than someone who is
available Tuesday.
Fortunately, there are other dynamic
pricing strategies that can yield the
results you want. They start with taking a
deep dive into your expenses and profits
and structuring operations accordingly.
Your spa software’s reporting dashboard
can tell you everything you need to know
about your best-selling services and peak
occupancy times.
Get creative and don’t just do what everyone
else is doing
Among the best strategies is offering
your most profitable services during peak
times – and only during peak times. This
might mean the $700 couples massage
is only available Thursday-Sunday while
less expensive services are only available
Monday-Wednesday. Customers are less
likely to take offense because a product
or service is only available on certain days
than they are to learn it’s cheaper on some
days than others.
Another option is to increase pricing in high
demand times, rather than discounting in
lower demand times. While this might seem
like the same thing, it sends a different
message, Holbrook explained, “If you’re fully
booked on Saturdays, between the hours
of 2pm and 6pm, add an additional $20 to
each treatment. If there is push back (which
there rarely is) offer an alternative of a low
demand time, or day at regular rack rate.”
You can also offer packages and series to
those who want to lock into lower pricing.
These changes can result in higher
commissions for your staff and a happier
team. If they are paid by a commission rate
or percent of a service, when you run your
payroll reports, they may take home more
from working a weekend than a Tuesday
morning, which can also result in people
wanting to pick up more of those prime
time shifts.
Incentivize your team to earn upsell and addon
revenue
Upselling means encouraging customers
to purchase higher-value products or
service instead of the intended one –
upgrading to a 90-minute body treatment
from a 60-minute massage, for example.
And cross selling is selling services or
products on top of something a guest
has already purchased. This is commonly
applied with adding retail products onto a
spa treatment, but can also be applied by
adding VIP add-ons, mini treatments, and
more, at time of booking the appointment,
during confirmation communications,
during check in, or during the treatment
itself. Both increase revenue.
More than a decade ago, Holbrook
launched a company-wide program at
Marriott called Spa Plus in which the front
desk or therapist would be financially
incentivized to offer an upgrade with
the treatment time, like stones, face
masks, CBD, or scalp treatments, for an
additional cost. The company developed a
comprehensive training platform including
manuals and videos to ensure the teams
were fully educated and prepared and the
program increased revenue by $8 million in
2019 with an 80% profit.
Continue to track and analyze
your data
Your guest preferences and market
conditions will change, so you have to
stay on top of it. Relying on data that is
getting old can leave you vulnerable to
losing revenue to market changes. Your
bestselling services and busiest times one
month may not be your busiest times and
bestselling services three months later.
This means consistently revisiting your data
to see what adjustments you can make to
your yield management strategies to keep
up with changes.
24 | Spa Executive The Detox Issue

Book4Time’s comprehensive reporting
dashboards are said to be the best in the
industry, and with these dashboards you
can view every imaginable element of your
operations. From there, you can come up
with the most effective and efficient yield
management strategy for your business.
Book4Time will also help you:
Manage packages and series.
Increase add-on and upsell revenue.
Optimize your scheduling.
Simplify and save time on payroll.
Increase revenue with online and
mobile booking.
Easily integrate your hotel PMS and
process room charges in real-time
or transfer all spa revenue to your
hotel system.
25 | Spa Executive The Detox Issue

FOR LEADERS IN THE BUSINESS OF WELLNESS
ADVERTISE WITH US
CONTACT SAL CAPIZZI FOR MORE INFORMATION
SCAPIZZI@SPAEXECUTIVE.COM
scapizzi@book4time.com www.spaexecutive.com