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Florida Spa Association
The Scoop
September 2016
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Self-Evaluation: Looking Back to Move Forward

It's September, the end of summer and time to reflect!

At the end of the summer, I sometimes experience a swirling mix of conflicting emotions. I start missing the luxury of relaxation and the laidback atmosphere of the slow spa season in Florida...those dog days of summer. But I quickly switch into fast mode in anticipation of what's ahead...the numerous valuable industry conferences, social connections, plans for the upcoming year, and I find myself jumping into high gear. I reflect on the past and try to evaluate what worked and what didn't, and determine the steps needed for improvement.

I believe there is powerful meaning behind each feeling that can be revealed through thoughtful and deliberate reflection. However, pausing to reflect is not the easiest thing to do when caught in an emotional vortex. Reflecting at the end of a season can be difficult, but I intentionally carve out time for this important undertaking because it ultimately informs professional goals I set to strive for an even stronger and more productive year ahead.

In the spa world, the upcoming high season is what we look forward to each year. It's our time to thrive and be the very best we can be! We get to pull out all the stops, meet new faces, and welcome back long-standing ones. Preparing for this special time of year is so important. I would like to share with you how I prepare for the busy spa season each year...the key being IMPROVEMENT. Consider the following...

3 steps that I try to take to improve the upcoming season are:

  1. Taking a breath. Mornings are perfect for a quick focus on slow breathing for one minute just to clear my mind.
  2. Zeroing in on my emotions. Tuning in on my thoughts about what I am actually feeling about my responsibilities.
  3. Setting new goals. I try not to overwhelm myself by creating too many goals, but come up with two or three to work on. I think of ways I can improve relationships with my affiliates, changes that could enhance my environment, and strategies I can use to refine my goals. For each goal, I think back to the feelings and emotions that were brought to light through reflection. My goals for the following year are developed directly from trying to continue to repeat the positive feelings I experienced this past year, while minimizing or eliminating the negative feelings that I experienced.

I love the saying from one of our founding fathers...
"Without continual growth and progress, words such as improvement, achievement, and success have no meaning."
-Benjamin Franklin

What steps will you take to improve this year?

Thank you,
Ilana Moses, Founder and CEO of FSA

 
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spa juice

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This month's juice is all about appreciation!!
  • A BIG "THANK YOU" from the FSA!!
  • Testimonials are the best compliments!!

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FSA "Spa Elegance" Event at the Breakers Hotel, Palm Beach - August 16, 2016

We experienced pure heaven at the FSA "Spa Elegance" event at the Breakers, an elegant, all frills included affair! On the morning of August 16, spa directors and general managers arrived to experience the opening of the Vendor showcase in the Ponce Ballroom. Attendees were able to mingle with many exciting vendors presenting their brands.

The mid-morning break was comprised of a lovely set-up in the exhibit area, offering a variety of trail mixes, coffee, tea, and juices to tempt everyone's taste buds.

From 9:30 to 11:30, treatments were offered to guests followed by a delicious lunch in the elegant Mediterranean Ballroom, where of course, mixing and mingling was at its peak. It was great to listen to the valuable keynote presentations by principal industry leaders, Wendy Kallergis (President, Greater Miami and the Beaches Hotel Association), John Bevan, (COO, Spafinder Wellness 365) and Jeff Mayers, (General Manager, The Resort at Longboat Key Club). Our platinum sponsor, Frank Pitsikalis, Founder and CEO for Resort Suite, offered insight into the powerful benefits of Revenue Management. Our Gold Sponsor Sammy Gharieni, Owner of Gharieni presented his high tech spa equipment and we watched a motivating video presented by our other Gold Sponsor TechnoGym. These presentations were instrumental as well as captivating contributions from our colleagues in such a beautiful environment!

After lunch, general managers were treated to a special workshop on Building Management Guidelines for Resort and Spa Construction, held by Tom Moses of Tom Moses Consulting, while spa guests returned to the expo to network with vendors and experience more spa treatments from 2:30-4:30. General managers were then invited to tour the spa.

A midday break was offered with delicious desserts and coffee, drinks, etc. and we were fortunate to be able to listen to Silver Sponsor, Christopher Kuever of Circadia by Dr. Pugliese, who offered insight on skin science. The event came to a close at 5pm. But the fun didn't stop there! At 5:30, guests gathered for a Cocktail Hour at the beautiful HMF near the Wine Cellar with pass-around, delicious hors d'oeuvres. While the cocktail hour lasted until 7:30, many guests hung around a bit longer to continue the fun.

What an incredible, successful day we had! Word has it that this was the most elegant and best event in the industry...and seeing how we are a tad partial...we tend to agree. We can't wait to see all of you at the next FSA event!

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A bit about BEVERLY FOX-CRISMOND...

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DIRECTOR OF SPAS,
A REMINGTON HOTEL PROPERTY

Promoted from One Ocean Resort & Spa, Beverly is a leader in the luxury spa industry.

Remington Hotels, a premier hotel management company, announced the appointment of Beverly Fox-Crismond to Director of Spas. Beverly now leads all spas in the hotel collection, including training and developing the spa teams, creating and implementing business processes, and executing new spa openings.

"We are extremely honored that Beverly is our new Director of Spas for Remington Hotels. Her passion and dedication to streamlining and quality care makes Beverly a gem in the spa industry," said Sileshi Mengiste, divisional vice president, Luxury Division Remington Hotels. "Beverly will continue to serve as a valuable asset to our team in One Ocean while among the entire company."

The previous owner of a successful spa practice for 16 years and then 10 years of spa management experience, Beverly brings a wide breadth of knowledge and valuable skills. Since joining One Ocean Resort & Spa in 2011, she increased revenue growth more than 53 percent. Fox-Crismond will dedicate her talents to upholding the exceptional level of intuitive hospitality, authentic luxury service and revenue growth of Remington Hotels.

Read On...

For over 25 years, ReadyCare has been a leader in personal care amenities, supplies, and private label solutions for spas in Florida and around the world.

What makes ReadyCare unique is the brand's ability to service all areas of the spa, from treatment rooms to the relaxation area, from the locker room to the retail counter, and tie them all together with a high-quality, professionally-designed program of amenities & supplies.

Ready Care carries 14 unique spa brands and over 3,000 products so we can satisfy the needs of any type of spa, and many of our customers have partnered with us for over a decade.

The Pure Fiji brand is especially popular in Florida where the spa community has embraced the product line's all-natural ingredients and refreshing aromas from the South Pacific that provide a needed escape from everyday stress. Customers will absolutely love this brand in the treatment room and at the retail counter.

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This vendor spotlight is for vendors that support the FSA.

Seasons - A Metamorphosis into Change

"The Secret of Change is to focus all of your energy NOT on fighting the Old, but on Building the New" -Socrates

Learning from Change Empowers Us

Change. The very thought of the word promotes a feeling of anxiety. We truly are creatures of habit, extremely and stubbornly set in our ways. Yet, in our industry, change is inevitable on every level. New choices confront us daily: new clients, new problem solving, unexpected schedule changes, new employees, new products, new policies, new treatments....the list is infinite. In our world of spa, to be successful it is without a doubt, a necessity to be a chameleon of sorts -changing with our environment as the need arises.

The one change I embrace is the change of the seasons. We have no power over this change, but it changes us. Our daily lifestyles slightly change, our eating habits shift, even our restaurant menus offer seasonal choices. It is a time to reflect upon the ending season - asking oneself, "What positive experiences can I take away from the prior months to morph into the newness before me? What mistakes or bad choices did I learn from to create additional personal growth?" Keep the positives from last season nestled within yourself, learn from mistakes, and then mentally discard them. No need to dwell. Skinning one's knees, or in essence, making mistakes, helps us to realize, if we keep tripping over that same stone, it's time to either move the stone or walk a slightly different path. A fresh season allows us to do so.

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Body Adaptations for the New Season

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By Debra K, Television Host of Journey into Wellbeing, Author, Entrepreneur, and Natural Health Explorer Co-Chair, FSA Education Committee

The beach ball is deflated and stored away, pools are winterized and covered, the local seagulls head southbound for tropical Caribbean beaches. Fall is upon us with its invigorating, crisp, cool air. The plentiful array of colors from autumn's Crayola box adorns the trees. The new season is also inevitably an invitation to a multitude of changes of the mind, body, and spirit. We eat differently, think differently and well, we feel differently. BUT we all still want to look and feel amazing, despite the season.

So the chlorine, sun, and summer heat has left us, but our bodies need some prepping for the cooler weather. This means adjusting your nutritional needs, adapting to new time changes, and investing in yourself with the assistance of skin and body treatments. These appropriate therapies will guide us to the path of our youthful and vibrant selves.

Read On...

Yesterday's peacock can quickly become tomorrow's feather duster

If you've ever read Jim Rohn's Good to Great, Jim shares some great advice with us about how to stay focused on becoming great and not settling for good! The enemy of great is good. The primary reason so few leaders or organizations ever become great is because they get good and then stop. They stop growing, learning, risking, and changing. They use their track record or prior successes as evidence that they've arrived. Believing their own headlines, the leaders in these successful organizations are ready to write it down, build the manual, and document the formula. This mentality shifts their business from a growth to a maintenance mindset.

This week, I want to quote some inspiration from Drago. He shared that - Neither you nor your business ever "arrives." We never get to the place where there's nothing more to be done and nothing more to be said. In the words of Dave Anderson, "Yesterday's peacock is tomorrow's feather duster." What you strutted yesterday, the next day is just cleaning dust off of shelves.

Distinguishing between a "goal mindset" and a "growth mindset" can make a big difference. A person with a "goal mindset" has very tangible, numerical goals to achieve over a specific period of time. Nothing is wrong with clearly defined goals, but there's a better way of thinking that I call a "growth mindset." A growth mindset recognizes goals on the journey, but only as part of a process-not as the end results.

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Have a Question?

What do you want to learn about spa operations, the spa industry, leadership, vendor relations, wellness...? Each month, we will select one question and experts within the FSA team will share their insights in the upcoming newsletter. Send your questions to Info@FloridaSpaAssociation.com.

This month's question is:

How to deal with complaints?

In the spa industry, we all understand the necessity for clients to experience a high level of customer service with each visit and feel relaxed and rejuvenated. However, no matter how hard employees try to maintain service levels, we all encounter customer complaints, which can stem from a personal issue or a desire to receive a discount. However, your staff should address all complaints the same way.

  1. Identify and acknowledge the complaint - Actively listen and repeat back key points in a calming tone.
  2. Apologize - Apologize sincerely and assure the client that action will be taken (without blaming a team member).
  3. Offer a solution - If it can't solve immediately, tell the client what you intend to do, and follow through with it.
  4. Follow up - Make sure that the client is satisfied with the solution, and you have taken care of their concern.

Use real-life complaints as a training tool with your staff to brainstorm how they would react or to eliminate other complaints.

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  • September 5 - Labor Day
  • September 13 - 15 - ISPA Conference and Expo - Las Vegas, NV
  • September 25 - 28 - Green Spa Network Congress - Tabernash, CO

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Maple Salmon

Ingredients
    For the Bowl:
  • 2 tablespoons soy sauce
  • 1/4 cup maple syrup
  • 1 clove garlic, minced
  • 1/4 teaspoon garlic salt
  • 1/8 teaspoon ground black pepper
  • 1 pound salmon

How to make this recipe

  1. In a small bowl, mix the maple syrup, soy sauce, garlic, garlic salt, and pepper.
  2. Place salmon in a shallow glass baking dish, and coat with the maple syrup mixture. Cover the dish, and marinate salmon in the refrigerator 30 minutes, turning once.
  3. Preheat oven to 400 degrees F (200 degrees C).
  4. Place the baking dish in the preheated oven, and bake salmon uncovered 20 minutes, or until easily flaked with a fork.

Alternate Method: 4 servings, 265 cals
Prep time: 10 min, Cook 20 min, Ready in 1 hour

 

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