Adding To THE SPA Experience
There’s nothing more satisfying to us at Under The Dryer than popping into a spa and seeing improvements. Let’s hasten to add that we’re not just speaking to physical space, but rather that quest to improve customer service.
The Face Place Director Marie Smith-Hall is not only counting down to the salon’s big 4-0, but is also looking to offer more.
“In my efforts,” shared Hall-Smith, “as a trainer/educator in the beauty therapy industry, I focus and place great emphasis on customer satisfaction through the experience that a spa goer should encounter while having services. It is this attention to making the experience one to look forward to that has made me put units together for a spa concierge.”
To this end, The Face Place Institute of Aesthetics commenced the Spa Concierge programme on February 1, 2013 and currently has one of its learners fulfilling the required hours for this competency in The Face Place Day Spa.
“Sean Dixon is,” continues Hall-Smith, “the learner, and his willingness and attitude thus far have made the decision for such a programme worthwhile.
“A concierge in the hospitality industry plays an important role in providing services to guests in order to make their visit organised and comfortable, likewise in the spa industry the visit by any patron can have added value with this added amenity.”
AND THE ROLE OF THE CONCIERGE IS TO…
Receive and direct clients.
Help co-ordinate services.
Assist clients with future appointments for the same or related services.
Be knowledgeable about the business itself and all services offered.
Be knowledgeable with regard to referral contact information to outside specialists such as dermatologists or podiatrists.
HOW DOES ONE BECOME A CONCIERGE?
The pre-requisite for such a position: Must have level 2 units or certification in related skill area. Must be a people-person, able to multi-task, good communication skills not only with people you assist but also your co-workers who’ll have the information you need to pass along to those who ask. You need a professional appearance, a pleasant smile and above all, a desire to help people.
AND THE ROLE OF SPA PATRONS?
Spa patrons should be just as professional as the staff.
Loud, boisterous noise is a definite no-no.
Turn phones on vibrate and limit conversations.
Children ought not to be part of the spa experience. Chemicals, hot water and machines are not for children running up and down.
Tipping shows satisfaction with your service/s and should be at least 10 per cent of your total bill for each person who offered service.
Your spa concierge is to be included in your tipping.
Do shower before presenting yourself for a full-body massage.
