Spa Inc Winter (English) 2015 -16

WINTER 2015/16

CANADA’S SPA CONNECTION

3 wAys to

stand out FORGING

ClienT lOYalTY www.spainc.ca publications Mail no. 40026342

$6

Meet the

winners

contents

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spa news

in the know

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News from the spa industry

spa light

Meet our diverse group of spa award winners

Grooming eyebrows after cancer treatment

Spa software is for more than just bookings

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fresh & new

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spa elements

Remaining innovative in a changing industry

15 A creative approach to retaining client loyalty

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New products, tools and equipment for your spa

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spa star

Olympic figure skater Meagan Duhamel

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26 Cover photo: Miraj Hammam Spa, Toronto, ON

www. s p a inc .c a

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between us winter 2015/16

and the

winner is...

ISSN 1710 -1727 – Volume 12, Number 4

Publisher Susan A. Browne sbrowne@dvtail.com

Editorial Theresa Rogers Director trogers@dvtail.com

Assistant Hermione Wilson Editor hwilson@dvtail.com

Art Katrina Teimourabadi Director kteimo@dvtail.com

Contributors Robert Cass Morag Currin Allison Hegedus Advertising Beth Kukkonen Manager bkukkonen@dvtail.com

Advertising Jennifer DiIorio jdiiorio@dvtail.com 905-707-3509

A

t this time of year, when the New Year is still fresh and full of possibilities, I find myself looking back at the year that preceded it. 2015 could not have been more eventful! We found water on Mars, a Canadian scientist won the Nobel Prize for Physics and another Trudeau was elected Prime Minister of Canada! 2015 was marked with great moments of innovation and creativity, and that was no less true of the spa industry.

At Spa Inc. magazine, we marked 2015 by recognizing the outstanding spas and spa Hermione Wilson partners in Canada. In partnership with the assistant Editor Spa Industry Association of Canada, we celebrated the first annual Canadian Spa & Wellness Awards and as a result, I became acquainted with our diverse group of winners.

Each of our award winners has a unique story (which you can read about in this issue), but what they all have in common is a dedication to providing the best in wellness and customer care. Some, like our Top New Spa, iwa Spa, only recently arrived on the scene but are already making an impact on the wellness of their communities. Others, like our Top Spa Partner, Spa Addiction, have been around for many years and value the close relationships they have built with their customers.

We are so excited about the Canadian Spa & Wellness Awards that we want to make it an annual tradition. Stay tuned for more news in 2016!

Gillian Thomas gthomas@dvtail.com 905-707-3508

Marketing Stephanie Wilson Manager swilson@dvtail.com

VP of Roberta Dick Production robertad@dvtail.com

Production Crystal Himes Manager chimes@dvtail.com

Published four times a year by: Dovetail Communications Inc. President: Susan A. Browne Tel: 905-886-6640 Fax: 905-886-6615 Email: general@dvtail.com SUBSCRIPTIONS AND RETURNS 30 East Beaver Creek Rd, Suite 202 Richmond Hill, Ontario L4B 1J2 PUBLICATIONS MAIL AGREEMENT NO. 40026342 Legal Deposit – National Library of Canada. All rights reserved.

No portion of this publication may be reproduced, in all or in part, without the written permission of the publisher. Dovetail Communications Inc. cannot be held responsible for any losses or other damages incurred by readers in reliance on information appearing in Spa Inc. Spa Inc. and Dovetail Communications Inc. do not assume any responsibility for the contents of any advertisement and any and all representations or warranties made in such advertising.

Spa Inc. will review unsolicited submissions (hard copy or digital texts, photos or illustrations) for editorial consideration but does not guarantee their publication. The submitted material may be used without consent or payment.

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spa news New Training Course Seeks to Boost Spa Retail Product Sales Introverts are the most common personality type among spa therapists, according to Linda HardingBond, an award-winning esthetician and founder of Moontide Consulting. Introverted therapists may be more hesitant about selling to spa clients or deliver advice to clients in a manner that naturally leads to increased retail purchases. This may be part of the reason why 40 per cent of companies in the U.S. salon/spa industry expected to have flat or declining performance in 2014, according to a report by the Professional Beauty Association. To this end, Harding-Bond has developed a retail training course designed specifically for introverts called, “Increasing Your Retail Selling: An Online Training Class for Spa Managers”. The course includes templates for therapist assessment, customer roleplays and customer engagement scenarios. Students will also participate in a live weekly video conference with Harding-Bond. The course is available online for immediate download.

Grotto de Sal Brings Powers of Dead Sea Salt Water to Los Angeles

L’Oréal Canada Inaugurates First Worldwide Content Factory L’Oréal Canada has introduced the first worldwide Content Factory, a production studio located in its head office in Montreal.

The company has invited its employees who want to create original content for their brands to use the studio to produce content such as video makeup tutorials and products reviews.

L’Oréal Canada will provide professional lighting, photography, and video equipment, as well as the assistance of a professional photographer or creative director. The idea behind the Content Factory is to create content that has a creative focus and engages customers. “The Content Factory is an invaluable tool to achieve our objective of being more agile in social media and creating integrated brand communication,” says Frank Kollmar, President and CEO of L’Oréal Canada.

Above: From left to right, Stéphane Bérubé, CMO L’Oréal Canada; Peter Grimaldi, Facebook Creative Strategist; Ekaterina Dobrokhotova, Consumer Engagement Manager L’Oréal Canada; and Frank Kollmar, President & CEO L’Oréal Canada.

Photo credit: (CNW Group/L'OREAL CANADA INC.) 6 S p a Inc. | Winte r 2 015/ 16

Grotto de Sal wellness spa has come to Los Angeles, bringing with it a variety of treatments that use Dead Sea salt.

Co-Founder Elias Amkie was inspired to share the benefits of Dead Sea salt after he experienced them for himself.

Amkie suffers from rheumatoid arthritis and he credits a trip to Israel and the rejuvenating properties of the Dead Sea’s salt waters for relieving his chronic pain. Grotto de Sal’s signature features include Dead Sea floating pools that contain minerals imported from Israel, and a salt room where guests can relax and breathe in a dry salt aerosol, a treatment known as halotherapy. In addition to its salt treatments, the wellness spa offers cryotherapy, the exposure of the body to extremely cold temperatures for about three minutes. The treatment is known to quicken recovery time after surgery, relieve pain and reduce inflammation.

Congratulations to our 2015 winners Top 25 Spas in Canada

Top New Spa

The L Spa and Wellness Centre

iwa Spa

Scandinave Spa Blue Mountain

Top Medi-Spa

Sweetgrass Spa

Body & Soul Day Spa

Hammam Spa Ten Spa

Top Destination Spa

Ste. Anne’s Spa

Ste. Anne’s Spa

Ancient Cedars Spa The Spa at Windsor Arms

Top Day Spa

Elmwood Spa

Hammam Spa

Stillwater Spa Spa My Blend at The Ritz-Carlton

Top Sanitas Spa

Scandinave Spa Whistler

Scandinave Spa Blue Mountain

Spa St. James Dermalounge MediSpa & Laser Clinic Holtz Spa Miraj Hammam Spa by Caudalie Paris Spa Rosseau eforea: spa at Hilton Suites Markham The Waters – An Urban Retreat Spa The Spa at Fallsview Casino

Education Award Advanced Spa Technologies

Top Spa Partner Spa Addiction

Consumer’s Choice Spa Rosseau

Taman Sari Royal Heritage Spa Willow Stream Spa Fluid Day Spa Sante Spa Victoria Rosewater Spa

Spa Inc. magazine would like to congratulate our winners! Stay tuned for information on the 2016 awards.

spa light

the

By Hermione Wilson

Meet our 2015 Canadian Spa & Wellness Awards winners

Each of the 2015 Canadian Spa & Wellness Awards winners have their own specialty and occupy their own unique niche in the spa and wellness industry. Big and small, destination to day spa, they all bring something different to the table.

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TOP DESTINATION SPA

Ste. Anne’s Spa

Located on a rustic 400-acre property in Grafton, Ontario, and boasting 23 guest rooms in addition to extensive spa facilities, Ste. Anne’s Spa is a destination spa in the traditional sense of the word.“We want to give everyone a chance to relax and heal in a warm, friendly and embracing environment,” says Director of Sales and Marketing, Wanda Hoehn. “Our aim is to provide a caring, family-like atmosphere where there is no pretentiousness, where you’re encouraged to stay all day in your bath robe, embrace your spa hair and to just be yourself.” Hoehn says Ste. Anne’s was thrilled to hear that they had been chosen as Canada’s Top Destination Spa in this year’s Canadian Spa & Wellness Awards. “While it is always gratifying to receive this kind of recognition,” Hoehn says, “we all know here that we have to earn it every single day, by giving each guest an extraordinary experience.”

TOP NEW SPA

iwa Spa

New kids on the block, iwa Spa, opened in July 2015 with a soft launch and before the official ribbon-cutting in September. New as they are though, they are already busy promoting wellness in their community, Ontario’s scenic Blue Mountain Village. Iwa stands for “Inspiring wellness always,” explains Founder Michelle Udell. “As we inspire wellness for our guests, we also inspire wellness for our team. It’s also [about] inspiring wellness in our community.” Iwa also means rock in Japanese, a reference to iwa Spa’s signature volcanic rock therapy. The treatment, styled after Japanese ganban’yoku, provides natural pain relief, detoxification and is purported to aid weight loss. Udell says that winning the Top New Spa award has inspired her and her colleagues. “As you know, going through a start-up phase can be fairly tough. We were building from scratch so it was a massive amount of effort to get open, and [this award] really gives us the validation that we’re on the right track.”

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spa light TOP DAY SPA

Hammam Spa Over a decade ago, Hammam Spa was the first spa in eastern Canada to open a traditional hammam, a Middle Eastern transplant that has since gained much popularity in the spa and wellness industry. Located in downtown Toronto near the bustling business district, Hammam Spa offers a peaceful retreat from the urban clamour. “Often people shy away from taking the time for themselves,” says Paula Aveling, Director of Marketing. “[But] there’s so much more to [the spa] than just spending time and money. The benefits you get out are very well worth it in terms of stress reduction, overall peace of mind, self-esteem, confidence. It really does make a difference in your day to day life, the way you treat yourself.”

Aveling says that Hammam Spa is proud to be recognized alongside an amazing group of spas. “We’re in great company,” she says. “For us it’s very affirming that what we do every day and what we give of ourselves as service providers, it makes a difference.”

TOP MEDI SPA

Body and Soul Day Spa This hard-working medi spa in Sherwood Park, Alberta, is focused on quality over quantity, says Spa Manager, Pam McCormack. Though small, Body and Soul Day Spa offers a variety of services, such as laser hair removal, skin rejuvenation, microdermabrasion, and facial peels. It also works with a registered nurse to offer injectables and fillers to their clients.

Prior to being named Top Medi Spa, Body and Soul was honoured with a Business of the Year Award in 2012 in Sherwood Park, but McCormack says the Canadian Spa & Wellness Award is particularly special to them. “It’s always so nice to get recognized with an award as prestigious as this one,” she says. “The icing on the cake really was the recognition for the medi side of what we do.” Body and Soul Day Spa is a member of the Spa Industry Association of Canada and has achieved quality assurance through the organization. “We’re always working and striving toward the betterment of the spa industry as a whole,” McCormack says. “When you’re doing something well, you can always do it better.”

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spa light TOP SANITAS SPA

Scandinave Spa Blue Mountain Scandinave Spa Blue Mountain exemplifies the age old spa principle of Sanitas per Aquam: wellness through water. The spa’s signature Scandinavian baths are a key feature that guests can enjoy no matter what treatment they have come to receive. The 25,000-sq. ft. outdoor facility includes a series of hot baths and cold plunges, and guests are advised on their arrival about what sequence they should use them in. “For us, it’s about the relaxation, it’s about escaping from your everyday,” says Mylisa Henderson, Director of Marketing.

“The water, along with the outdoor natural environment, really allow for somebody to have an experience that they wouldn’t have on a day-to-day basis.” Henderson says it’s a great compliment to be recognized as Canada’s Top Sanitas Spa. “We feel like the spa experiences across Canada are very unique and offer great diversity,” she says. “We’re just really pleased that we have risen to the top on this one this year.”

CONSUMER’S CHOICE

Spa Rosseau

Aside from the fact that this JW Marriott spa is sitting on a great location on Lake Rosseau, surrounded by the stunning Muskoka landscape, the key to Spa Rosseau’s popularity seems to be the ability to listen to guests and adapt accordingly. Spa Director, Maria Micu, is constantly redesigning and refreshing the spa menu based on feedback from her clients. “A few years ago we had a lot of guests who were looking into more wholesome services, more wellness-oriented services, something a little bit beyond the massage and just the facial part,” Micu says. “This year we actually have a section in our menu which is [entitled] Wellness.” She says winning the Consumer’s Choice Award has been a validation not only of the hard work she and her team have been doing, but also of the fact that guests appreciate the efforts. “It gives us a great joy because it really confirms the fact that we are reaching our target customers and we are able to deliver,” Micu says. “Our guests are enjoying what we’re offering.”

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spa light EDUCATION Advanced Spa Technologies/ DeeAnn Lensen When DeeAnn Lensen founded Advanced Spa Technologies over a decade ago, her training methods met with some resistance. “I even had some clients say it didn’t belong in the spa,” Lensen says. “But now the response is unbelievable.”

Lensen combines her sales training classes with self help seminars that address issues of self-esteem and negative self talk. Not only does she work with management and staff at hundreds of spas across Canada, Lensen also holds evening seminars for spa clients where she engages them about their mental and emotional well-being, as well as addressing their beauty and skin care needs. “We really believe that it’s our role to support our spas from the inside out,” Lensen says. “We really feel strongly that we start at the top and empower, support and consult management, and then empower and inspire staff.” Lensen says it is an honour to have won the Education Award. “[The awards] are as valuable as Leading Spas of Canada’s quality assurance [program]. It puts a quality assurance sticker on whoever has won.”

TOP SPA PARTNER

Spa Addiction

“It was really important to us to build a company based on support and integrity and kindness,” says Nicole Verzyden, Spa Addiction’s Managing Director. “To win this award, it just reconfirms our mission that business can be done in such a loving way.” Spa Addiction offers consulting services along with spa product distribution, which includes everything from retailing strategies and promotions, to the layout of a spa. Verzyden says her company puts an emphasis on providing quality, personalized service to her clients. “[Spa Addiction] really is a family, so when somebody carries one of our product lines, I welcome them to the family,” Verzyden says. That family has come to represent quite a diverse cross-section of the spa industry.

“I meet people who are young, just out of school, and then I have some customers who have been in the industry for 20 years,” she says. “A lot of our customers have become good friends. I like to think that because they nominated me [for Top Spa Partner] I think that they really do enjoy the service that I provide.”

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spa light

We want to give a special mention to our Top 25 Spas: Ancient Cedars Spa Ste. Anne’s Spa Dermalounge MediSpa & Laser Clinic eforea: spa at Hilton Suites Markham Elmwood Spa Fluid Day Spa Hammam Spa Holtz Spa The L Spa and Wellness Centre Miraj Hammam Spa by Caudalie Paris Rosewater Spa Sante Spa Victoria Scandinave Spa Blue Mountain Scandinave Spa Whistler The Spa at Fallsview Casino Spa My Blend at The Ritz-Carlton Spa Rosseau Spa St. James The Spa at Windsor Arms Stillwater Spa Sweetgrass Spa Taman Sari Royal Heritage Spa Ten Spa The Waters: An Urban Retreat Spa Willow Stream Spa at the Fairmont Empress

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ADVERTORIAL

The Real Anatomy of Spa Success

By DeeAnn Lensen, CeO ADvAnCeD spA TeChnOLOgies, TOuChé esTheTiqué

People don’t just seek treatments to look better; they come to the spa to feel better.

Good treatments are only the beginning to a spa’s success.

Your competition can duplicate topical results; they watch and they copy.

So what is the secret to long-term success?

Here are some suggestions to keeping the golden egg in your nest: • Build healthy relationships with you spa clients and staff. The anatomy of all success lies between the ears (limbic brain) and in the heart! Relationship building starts at the top! Managers can more effectively support their staff once they have taken some simple steps to understand their own self-esteem and develop strong leadership skills. Key clients and top therapists will remain loyal when they feel supported and appreciated from the inside out.

• Augment staff education with cutting-edge empowerment tools. Ultimately, this is a cost-saving device. Consider what it costs to find and lure in new clients and strong staff.

Here is our perfected formula: Two brands plus one coaching system:

• Compassionate Recommendations. The most powerful, permanent way to build your business is by touching emotions, not just skin. When staff members learn to always come from a place of compassion and meaningful communication, your sales will soar. Staff won’t balk at being taught to make a difference the way they balk at being forced to sell. “Staff must learn product knowledge with their brains, but be taught to sell with their hearts!” Gordon Tareta, COO, Marilyn Monroe Spas.

• Switch it up! Create authentic solutions, not budget bankruptcy.

Everybody’s skin changes, and if you are not occasionally switching up clients’ skin care to meet their skin’s changing needs, they will seek “face refuge” elsewhere. How do you “switch it up” effectively, not expensively? Feather an addendum line of serums into your business!

Advanced Spa Technologies works to empower and educate management, staff and ultimately spa clients. Research says that clients want to “belong to their spa” like they do their fitness club. Our Empowered Inside-Out evening seminars for spa clients address the whole person: self-esteem, wellness and skin science to help them look and feel their best. The afterglow of this support empowers clients to make product and treatment choices on the spot – and they do, in the thousands of dollars!

Twenty years of spa consulting, distribution, product development and world-class education success, combined with cutting-edge coaching experience, has allowed us to hone in on what works and brings results: Natural and organic ingredients combined with non-toxic cosmeceuticals, taught with cutting-edge recommendation sales and empowerment support.

Touché Beauty

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German Formula Serums

CA Botana Full Brand

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Success in Spa!

Embracing an addendum line of carefully selected products can boost sales and morale. Embracing a new line that ALSO empowers staff and clients alike as part of your standard training… priceless!

DeeAnn Lensen is the Winner of the 2015 Canadian Spa and Wellness Education Award.

She is an International Spa Consultant, European Trained Advanced Esthetic Educator and Master Coach.

Contact DeeAnn at: www.advancedspatech.com , 888-260-1103

spa elements

3

ways to

Innovate By roBert Cass

W

ith such intense competition for clients in the spa marketplace, it has become necessary for spas to differentiate themselves through innovation. This may mean creating unique experiences that will have clients coming back for more, or simply being able to perform at a high level – consistently – to earn their ongoing patronage. The alternative is to die a swift and painful death, as there are numerous other spas who would be delighted to take their place.

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Here are three ways spas can insure that they remain innovative and relevant in an ever-shifting industry: 1. technology & guest serVice We are using technology more every day, and this is slowly becoming more and more evident in spas. Here is what we are seeing: • The use of tablets and phones to execute business services on-site.

- Having the guest history at your fingertips, at the station.

- Booking the next service.

- Completing a home care product transaction in the room or at the treatment station.

- Completing the service sales at the treatment station.

- Adding a referral to the guest’s file.

- Adding important notes and follow-up instruction before the guest leaves.

- Reception services can almost become a virtual or mobile service.

• The use of tablets and phones for entertainment.

- Rather than TV, music, or magazines: allowing the guest to self-select how they want to be entertained. Let them choose their own music, movie, or streaming television.

- Using apps like Texture to allow them to read about whatever subject most interests them.

The ultimate result is that by creatively using technology, it allows the members of the service team to be more connected with the guests and provide them with a personalized, customized and interactive experience.

3. spA serVice innoVAtions As the spa industry has developed over the past 20 years in Canada, the needs of the spa-goer have driven change. The traditional day spa would have manicures, pedicures, facials and massage as the main services. Now, since spas often fall into the more in-vogue category of “wellness” services, we now see more diverse services offered in spas.

Anything from acupuncture, homeopathy, naturopathy, osteopathy, nutrition, sleep, weight management, reiki, tween, and medical services, all of these – and more – are being offered under one roof. The spa is a one-stop shop that can take care of the entire family.

Be A speciAlist We are now seeing specialized spas created for each of these disciplines – where they perform only one service – but they do it well. The proliferation of nail bars, skin clinics, and massage-only facilities lead the way.

Much has to do with the demographic of the areas they reside, as both of these models are succeeding in the right spots.

2. technology & huMAn resources Staff training, standards and reporting are far more important than ever before. In fact, how the leadership interacts with staff continues to evolve in all areas of business and the spa is no exception.

• True online education for staff is available. Apps now allow owners to track how a team member is doing with the training, what they have read or watched and then how they scored on tests. This allows for more consistency in training, better standards and tracking measurements for leadership with the goal of overall better service.

Robert C. Cass is the CEO of Spaformation, a marketing, training and consulting business.

• More current software systems also allow staff to securely view their financial performance whenever they want. This allows them to be more aware of their impact and income so they can conduct themselves in a more business-like way.

With an entire tech-savvy generation now hitting the spa workforce, changing the way leaders think about training, and the tools available, will be critical to long-term success. as the sPa industry has deVeloPed oVer the Past 20 years in Canada, the needs oF the sPa-goer haVe driVen Change.

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spa elements

Forging Client

Loyalty Keep your spa clients coming back for more

By Allison Hegedus

I

n an increasingly competitive market, spa operators must take both a creative and personal approach to building and retaining client loyalty.

Taking the time to get to know your clients on a personal level allows you to connect with them and form a relationship. This relationship becomes much more than a business transaction but rather a friendship of trust built by taking a genuine interest in their lives.

Build relationships Take detailed notes about conversations after your guest leaves. Adding these notes to your client’s profile allows you and your team to ask each guest about events in their lives. When your client returns, you are able to ask them questions like how their daughter’s wedding went, how their trip to Spain was, how their new granddaughter is and how their children are doing at school. This type of personal interaction fuels long-term business relationships.

Thirteen years ago when we opened our second Vida Spa location and I was operating our front desk to get Vida’s feet on the ground, I distinctively remember our first guest. I made special notes of his preferred treatment room, preferred music selection, light levels and how he enjoyed being seated next to the fireplace in our lounge. I then took the time to get to know him. As our company grew, I would strategically look at his history to see when he was next booked. If I was able, I would plan to be at that location around his booking. I would walk through the lounge to talk to him and check up on his world. He has always remembered this and often thanked me for being so interested in his life and taking the time. Fourteen years later, he is still a loyal Vida fan, coming to the spa every week to find his balance of mind and body.

We took interest in his world, and as a result we became a part of his world.

Train your guest service team to recognize repeat guests and to follow up with a notation citing the return visit.

When the guest arrives, they should be greeted with a friendly, “Welcome back!” versus “How may I help you?”

Acknowledging a guest with enthusiasm makes the guest feel less like a number and more like someone who is important to your business. This creates the desire for your client to return.

Reward client loyalty When booking new guests, your team should be making notes on the guest file about special occasions, mothers-tobe, birthdays or anniversaries. When the guest arrives, greet them with a personalized birthday wish or congratulation. To take it a step further, have the guest leave with a small memento from the spa to celebrate their occasion and to reward them for coming to your spa.

Rewarding your loyal and long-term guests is also essential in strengthening your future relationship. Guests not only want to be listened to and cared for with the attention to personal details, they want to be rewarded and thanked for their loyalty. Tracking your guests’ visits and rewarding them with a complimentary service after so many visits is always a welcome surprise. The loyalty program however must make sense for your business.

Happy staff, happy clients Equally, you want your staff to feel listened to, appreciated and rewarded for their efforts. Reward your staff for keeping your clients coming back. Having a fair booking process www. s p a inc .c a

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train your guest serViCe team to reCogniZe rePeat guests and to Follow uP with a notation Citing the return Visit. when the guest which allows equalization of appointments among staff is essential with the exception of personalized staff requests. These requested appointments are a bonus for staff in their daily appointments.

Reward both your guest service team and therapists with treatments. Show them you appreciate them when they have gone out of their way to help the spa or have achieved certain sales levels. Giving your team treatments as a reward also keeps them balanced to allow them to give the best to each guest. Five-year and 10-year milestones should be recognized with something special.

Retention in your team is also key to retaining your guests. By mastering the two, you have the perfect recipe for longevity and success.

A shAred pAssion When I was recently approached by a business to build and operate their spa, I met and toured with the general manager. In touring, I took note of his friendly acknowledgment of every staff member and guest he passed. He took a genuine interest in asking how they were and in some instances referenced past conversations. Seeing this, and knowing our mutual desire to grow our business through getting to know our staff and guests alike, I knew in that moment the pairing of our two like-minded brands would be a successful collaboration!

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arriVes, they should Be greeted with a Friendly, “welCome BaCK!” Versus “how may i helP you?”

Your team should strive to be equally as passionate about building a relationship with your clients. This way, each guest feels cared for and listened to on every level, from the minute they walk in the door to the minute they leave. Helping your guests feel well through personal interaction, attention to details, and small gestures, all paired with exceptional service is the key to your businesses success and to guests coming back for more.

Allison Hegedus is the President of Vida Spas and currently oversees five spa locations in Canada’s Pacific Northwest.

She started her career in the spa as an aesthetician, before her interest in training and management led her back to school to formally study sales, marketing and business management.

She has since worked as an educator and sales executive for OMI Technologies, Somak International and Dermalogica Skincare, and served as Spa Director at Chateau Whistler, Park Hyatt Toronto’s Stillwater Spa, and the spa at Toronto’s Old Mill Inn.

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rb ows

in the know

are so in...

even more so during and after cancer treatment Editor’s Note: Expert columnist Morag Currin continues her series on how spas can contribute to the well-being of people with cancer, diabetes and other illnesses by providing safe, positive experiences.

By Morag Currin

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E

yebrows play a crucial role on the face. They are very noticeable and any subtle differences in the way the brows are groomed can completely change the look of a person’s face. Brows are a feature of expression, and they are closely tied to our emotions. Shaped well, they have the power to change the overall appearance of our faces by lending balance and symmetry.

It’s fair to say that not everyone who loses hair on their scalp during cancer treatment will lose their lashes and brows. So whether a person is trying to find out if hair loss on brows and lashes will affect them or whether they are just looking for tips and ideas, estheticians trained in Oncology Esthetics can help. Graduates can offer ideas on how to enhance a person’s features and to create real-looking brows.

Oncology Training International (OTI) teaches spa/wellness professionals to work with people living with cancer and during recovery, so they can work with anyone who is concerned about their brows. With just a few new products in a routine and some brow-filling know-how, anyone can have eyebrows that will stand out.

in the know

HOW TO DO BROWS

Choosing The Correct Colour: Pick a colour in a pressed powder (flat eye shadow with no sparkle) which is closest to the client’s hair colour (whether a wig or not).

Tip: Soft to medium brown works well for blondes, redheads and the darkest of brunettes.

c

a

STEP BY STEP INSTRUCTIONS

Brush eyebrows upwards and then smooth outwards. Trim any long hairs if necessary.

Measuring the brows 1. Using an angled brow brush, position it vertically alongside the nose and the inner edge of the eye.

Remove any hairs growing in area a.

2. Position the brow brush alongside the nose and the outer edge of the eye. Remove any hairs growing in area b.

3. Position the brow brush so that it passes through the centre of the eye. The hairs in area c should be removed to produce the highest point of the eyebrow arch. © OTI

b

The technique

The angle brush 1. Ensure the skin around the eyebrow is dry. Take an angle brush, dip it into water, and wipe excess water off on a tissue. Dab the angle brush into the powder to pick up dry pressed powder.

2. Start with small and sweeping movements underneath the eyebrow.

3. Start at the underneath side near the inner edge of the brow and work to the outer edge of brow.

4. Work back and forth with brows on each side of the face. If you completely draw one side and then draw the other, you will have to focus on the shape of the first side. No one’s eyebrows are completely symmetrical. Going back and forth between the brows allows you to make adjustments as you work.

5. This technique will also make a positive difference for any bare patches in the brows.

ur s are not yo Even if brow can ey definitely specialty, th rence to a make a diffe ice e, ch so pract person’s psy as it ue and offer this techniq os th e al service to an addition arse brows. with no or sp

Morag Currin is the company owner and educational professional of Oncology Training International (OTI) whose innovative concepts were designed to provide more advanced comforting modalities of esthetic treatments and care for patients undergoing cancer treatments. www. s pa inc .c a

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in the know

Spa

Software

By Hermione Wilson

S 1.

pas have come a long way since the days of handwritten bookings in daybooks. As the services they provide and the demands of an interconnected information-saturated world increase, spas’ needs have changed. Even the smallest day spas find they need some sort of software program to keep track of everything.

“I do think it’s critical to have a spa software program in this day and age,” says Andrea Fisher, Spa Manager of Ancient Cedars Spa at BC’s Wickaninnish Inn. Ancient Cedars’ spa software allows guests to book their own appointments online, displays all the details of a guest’s booking for the spa therapists when they arrive, and allows the spa to follow up with the guest after a visit.

“It definitely saves a lot of money and labour when you do that sort of thing,” Fisher says.

One of the most important functions spa software serves is the ability to store guest profiles and preferences. Daryll Naidu, Spa Director of Miraj Hammam Spa at Shangri-la Hotel in Toronto,

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in the know recalls a guest who enjoys a special cocktail during her treatment.

As soon as this guest arrives, spa personnel are prompted by their ResortSuite software program, reminding them to deliver the guest’s cocktail. Guests love those kinds of personal touches, Naidu says.

“You can basically put in as much information as you want,” Naidu says of the software. “So for example, if I set up your preferences as, you know, you like Katie the massage therapist, you’re a size 8 shoe size, you’re a size small robe size, as soon as you check in, all those preset defaults will pop up.”

In addition to keeping the day-to-day operations of the spa running smoothly, Naidu uses ResortSuite to manage the financial side of his business. As an independent spa operating within a branded hotel chain, he finds it especially useful that ResortSuite is able to interface with Shangri-la’s property management system in order to charge spa treatments to guests’ rooms.

“It’s not just a booking software,” Naidu says.

When trying to decide what software system is best for your spa, make sure it is user-friendly says Laurie Taylor, Marketing Director of Insight Salon & Spa Software. It’s also important, she says, to choose a company that has a good customer support program in place.

“If you get something that you don’t know how to use, you’re not going to be able to utilize it,” Taylor adds.

There are free spa software programs available, Taylor says, but they don’t always offer all the features a spa needs or wants.

Online appointment booking, employee and business management, mobile apps, marketing resources, automatic room allocations, and client service history and preferences are some of the capabilities software programs like Insight can offer.

“It’s a comprehensive system, but it’s also easy to use and kind of intuitive,” Taylor says of the Insight program. “We have programmers working on our software daily to upgrade, improve and just keep up with the times.”

Just as spa software is constantly under pressure to become more advanced and more able to handle a variety of functions, so too, are spas.

“As a spa you constantly want to innovate, to implement new ideas, new things for your guests, so that your guests see that you are moving forward versus being complacent,” Naidu says.

“Guests see that you’re taking the time, that you’re investing in making their experience a lot smoother, a lot more efficient.”

1. ResortSuite | www.resortsuite.com 2. insight Salon & Spa Software | www.salon-software.com 3. Book4Time | www.book4time.com 4. Milano | www.milanosoftware.com 5. Spaware | www.salonsoftware.com 6. SpaSoft | www.partech.com/spa/spasoft-software/

*5 and 6 not pictured

3.

4.

2.

www. s p a inc .c a

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fresh & new fArMhouse fresh Marshmallow Melt Shea Butter To combat the drying effects of cold weather, FarmHouse Fresh introduces the deliciously scented Marshmallow Melt Shea Butter Hand and Body Creams and All Purpose Balm, which richly hydrate and nourish dry skin. Marshmallow Melt creams are 97% natural, vegan, paraben- and sulfate-free, and contain a supple blend of shea and cocoa butters, jojoba seed oil, soybean oil, aloe and vitamins A and E. The shea, cocoa butters and oils soften and soothe even the severest of rough, dry and chapped skin, while helping to improve the skin’s elasticity and moisture retention. www.farmhousefreshgoods.com

eMerginc Grape Stem Cell, White Tea + Seaweed Body Butter EmerginC’s new White Tea + Seaweed Body Butter nourishes and softens skin to combat roughness and uneven skin tone. The butter contains stem cells, spirulina, algae, green and white teas, jojoba seed oil, vitamins A, C and E, pine bark extract, and more natural, wholesome ingredients to feed the skin. This fresh, citrusscented body butter hydrates and soothes. www.emerginc.com

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phytoMer Pionnière XMF White Skin Translucency Cream Optimized for 360-degree targeting of hyperpigmentation, Phytomer’s skin translucency cream will revitalize skin, making it look smooth and transparent again. Pionnière XMF White uses natural marine sugars such as EPS to eliminate dark spots, wrinkles and other pigmentation abnormalities, all while delivering a scent of jasmine and citrus softened by a floral heart of rose. www.phytomer.fr/en le MieuX Moisture Infusion Mask It’s that time of year again when skin starts drying up and takes on a rough, itchy surface that is just too tight. Le Mieux’s Moisture Infusion Mask makes sure that skin is constantly looking nourished and refreshed, leaving clients with the hydrated complexion they deserve. www.lemieuxcosmetics.com

fresh & new phytocÉAne Matifying Corrective Bi-Gel This is Phytocéane’s first facial bi-gel, an all-in-one purifier with comprehensive action on blemishes, shine and pores. Phycopur, a marine sugar, speeds the repair of existing blemishes, as well as prevent future breakouts by hindering the growth of acne-causing bacteria. Marine samphire oil unlocks clogged pores and helps eliminate dead cells, thoroughly cleansing and tightening pores for smoother looking skin. www.phytoceaneusa.com

JAn MArini Sugar Plum Exfoliator Jan Marini’s new Sugar Plum Exfoliator is a clinical-strength resurfacer that immediately refines skin texture, leaving the complexion with a radiant, polished glow. The Exfoliator is uniquely designed to eliminate harsh abrasives to gently and safely polish and resurface the skin. It is formulated with glycerol acid, proteolyztic enzyme, spherical dissolving bead technology, as it creates a perfect, smooth canvas for make-up application. www.janmarini.com

swissline CS Age Intelligence Perfect Skin CS Age Intelligent Skin uses pharmaceutical polymers to moisturize skin, leaving behind a revitalized look. It also protects the skin from inflammatory daily stress with the help of epidermal messengers such as cytokines and prostaglandins. www.swissline-cosmetics.com

Vie collection Micellar Water Face, Eyes and Lips Vie Collection’s new cleansing formula contains micelles, small spheres that behave like a cleansing agent. Lipophilic parts attract and trap makeup, aqueous and oily secretions in the center of the micelle, allowing them to be removed by water without excessive scrubbing. Volumizing hyaluronic acid provides a threein-one epidermal and dermal action to firm, redensify and rehydrate skin. www.viecollection.com

gigi Honee Warmer The new and improved Gigi Honee Warmer is designed to make it far more convenient for tending to clients. Equipped with a hinged lid and scraper bar, cleaning the Honee Warmer will be effortless. Plus, the new stainless steel surface will ensure that the Honee Warmer will last much longer than its predecessor. www.gigispa.com www. s pa inc .c a

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Therapeutic Face & Body Care created with authentic ingredients from the source Featuring hand harvested raw Pacific Seaweed & Canadian Glacial Clay from the pristine Canadian Coastline

Take the spa experience to a heightened level of healing & wellbeing through the many benefits of our holistic ingredients which are sourced direct from the ocean & rainforests.

All harvesting & production focuses on ethical & sustainable practices.

Free of Sulfates, Parabens, Synthetic Colors, Fragrances, Petrochemicals, and not tested on animals.

www.beautythroughbalance.ca Pure authentic spa treatments & home care Made in BC Canada. Carried exclusively in fine spas & resorts

spa star

MEAGAN DUHAMEL

M

eagan Duhamel and her partner Eric Radford are among the top figure skating pairs in Canada. The pair became silver medalists at the 2014 Sochi Winter Olympic Games and recently won gold at the ISU Grand Prix of Figure Skating Championship event in Nagano, Japan, in November 2015. Aside from being a dedicated athlete, Duhamel is also dedicated vegan and certified holistic nutritionist who enjoys yoga and trips to the spa. The 2018 Winter Olympic Games in PyeongChang are a long-term goal, Duhamel says, “But we’re really trying to stay focused in the moment.”

how do you incorporAte relAXAtion into your trAining progrAM? I do yoga. I try to go twice a week, but usually it’s once a week. I really love yoga actually – I want to study and become a yoga instructor after I’m finished skating.

[It’s] really good for me for keeping calm and also for a low-resistance training. I also get a massage twice a week from the sports massage therapist and I work regularly with osteopaths and acupuncturists as well. how do you deAl with fAlling during A routine, MentAlly And eMotionAlly?

In competition that’s the hardest thing – once you make a mistake – smiling and continuing, because that’s what you have to do. You have to pretend like it never happened. And that comes from training. When we’re at home and we’re training, and we’re doing a run-through of our short program or our long program, if we make a mistake, we’re not allowed to stop. We have to finish. We really try to mentally block out any mistake that’s happened and move on to the next thing, because you can still have a really great performance even if you have a mistake. do you find thAt it cArries oVer into your life, Being ABle to deAl with disAppointMents And fAilures?

I definitely think it does. Skating has taught me, from such a young age, about how to recover, how to rebound quickly. There’s no time to sulk or to be upset about something and I think mentally, skating has taught me to always look for the next thing to do, look for the next thing I can do well. And then you don’t dwell on something that went wrong. Especially when you’re in a four-minute-long program. As soon as I make a mistake I’m thinking, ‘OK, what can I do better to gain more points later in the program?’

Photo credit: Skate Canada/Stephan Potopnyk

whAt Are the chAllenges of Being A VegAn Athlete And whAt Are the AdVAntAges?

There are definitely challenges when I’m travelling. I bring a lot of my own food, a lot of snacks and bars, but it’s kind of hard to travel with full dinners. I rely on getting lunch and dinner from the catering service that’s given to the athletes. But in my everyday training and when I travel in North America I find it quite easy to get all the nutrients that I need. I feel so much better now that I’m eating a plant-based diet and I also studied holistic nutrition, so I’m not just eating a vegan diet of potato chips and Oreos. I’m really strict with my diet and healthy food has become a big passion of mine. whAt’s one thing thAt you do to treAt yourself?

There’s a really great organic holistic spa in Montreal that I go to at least once a month and I love getting reflexology and hot oil head massage. Those are two things I treat myself to regularly.

And I really love doing yoga, which is a good release for me as well. whAt hAs Been your Best eXperience At the spA? I really like [that] in the winter in Montreal we have a lot of outdoor spas with the hot and cold bath and my husband and I really like to go there. They have eucalyptus saunas and hot springs and cold baths, and you’re kind of in the middle of nowhere and it’s so scenic and beautiful. www. s pa inc .c a

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Celebrating a decade of joining together and shaping the future.

10th Annual Global Wellness Summit Tyrol, Austria, October 17-19, 2016 GLOBALWELLNESSSUMMIT.COM