Hotelier Spa Summit to focus on customer service

UAE spas must secure repeat business rather than rely on discounting

Galina Antoniouk, complex director of spas, Grosvenor House, A Luxury Collection Hotel and Le Royal Meridien Beach Resort + Spa.
Galina Antoniouk, complex director of spas, Grosvenor House, A Luxury Collection Hotel and Le Royal Meridien Beach Resort + Spa.

The Hotelier Middle East Spa and Wellness Summit, being held from February 10-11 at Grosvenor House Dubai, will address how to be competitive without discounting in a session entitled ‘Providing Value Shouldn’t Mean a Compromise on Service’.

The panel, which comprises Galina Antoniouk, complex director of spas, Grosvenor House, A Luxury Collection Hotel and Le Royal Meridien Beach Resort + Spa; Bojan Kalodjera, director of recreation, Le Royal Meridien Beach Resort & Spa; and Beverley Spencer, spa manager, Cleopatra Spa & Wellness, Wafi Health and Leisure, will discuss the relationship between offering value and maintaining quality service — and why this should not be compromised.

According to the experts, spas need to develop good relationships with spa guests to secure repeat business, rather than relying on value-adds or discounts.

At Grosvenor House and Le Royal Meridien, Antoniouk said repeat guests made up almost 40% of the total number of spa guests.

She said remaining competitive in a market swamped with daily deal sites and spa discounts was down to understanding the spa customer’s wants and needs.

“You need to know your clients, and the motto of the success will be “listen to the client need, be flexible and go extra mile to make them happy”.

“Other key [factors] will be knowledgable, experienced and guest-oriented staff. Guest will come to your spa for the staff most of the time, not for anything else. Be reasonable in prices, surprise guests, look after them (small gifts for birthday, anniversaries, etc.),” she added.

Ultimately, Antoniouk said keeping service standards high was crucial.

“Check your standards all the time, have a good bond with your therapists, don’t underestimate the health and safety aspect of our industry and never compromise on the service standards!” she advised.

The Hotelier Spa and Wellness Summit will feature many other panel sessions, work shops and case studies featuring high-profile speakers from companies including Jumeirah, Atlantis, Fairmont, Anantara and Hilton Worldwide.

More than 300 spa professionals are expected to attend the forum, which will also include an exhibition, featuring a showcase from sponsor Sarum Trading among others.

Attendance for spa professionals is free: please contact Amanda.elisha@itp.com to register your interest and reserve your place today.

For speaking opportunities please contact: louby.maktari@itp.com

For sponsorship opportunities, please contact Diarmuid.omalley@itp.com

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