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Our industry is open to all and ISPA issued a statement of #Healinghappenshere at the height of the protests affirming its support. But there’s always room to grow and develop and I see the industry shifting and adjusting

nse dence as a respo ards of confi ring ing seven stand safe and nurtu aced the follow ng a trusted, y have embr stress and seeki and beauty famil ever, managing . than being The global spa more welloverall pandemic. Now is vital to our to the COVID-19 environment

R GUESTS, ERS AND OU R TEAM MEMB CONFIDENCE BY: PECT FOR OU AND OUT OF RES LDING TRUST BUI TO IT WE COMM being of our staff Keeping the wellour top priority and guests as equipment as onal protective Offering pers and guests to protect staff required by law le handwashing Mindful and visib ts) gues (both staff and in ical distancing Practicing phys spaces non-treatment when ill Staying home guests) (both staff and l greetings Verbal and visua without touch

Huey led the team behind ISPA’s Reopening Toolkit, which has been viewed over 150,000 times


together for more than 20 years, she now feels she knows me and we’ve established a rapport. This is exactly what we need as an industry right now – that sense of positive and personal connection and engagement.

How successful has ISPA’s Town Hall series been? We launched them in June and every week the virtual, hour-long sessions see spa leaders who’ve reopened their business share observations around different topics – from prepping staff to revenue management. We’ve had very high engagement levels. The last time I checked we had over 18,000 participants on our various social platforms. What are your takeaways from these sessions? This pandemic has brought forth the best in our industry. Our spa operators and therapists are the unsung heroes of the hospitality. They’re not

of parent promotion Visible and trans ts hygiene effor sanitation and

the current n the stress of age stress. Give overall spas is to man invest in your e people visit simply relax and reason worldwid d upon us. with a space to The number one have been place to providing you that s itted norm l comm are of socia situation, we r this new set unde g bein health and well-

only brilliant business minds, but they’re navigating the complexities of human emotion of their associates and guests. It’s a phenomenal balancing act. In hotel operations, food and beverage gets a lot of attention. I encourage general managers to look at their spa directors closely. They will see examples of extraordinary leadership there. I’ve also been impressed with how quickly resource partners have pivoted at this time. From drop shipping to virtual training platforms, they really are the engine of the industry.

ISPA’s Reopening Toolkit has been essential to the industry, how did you generate the content for it? It was critical that the industry fly in formation to navigate these extraordinary times and I headed up ISPA’s COVID-19 Collaboration Group. So many wonderful and brilliant minds, from

different parts of the globe, and dozens of companies, large and small, committed to freely sharing their knowledge with one another as it relates to the health and safety of our spa teams and guests. ISPA then made the smart and compassionate decision to make the toolkit complimentary and customisable. This bold move has enabled spas around the world – as well as many other industries – to safely reopen and its been viewed over 150,000 times! The document is updated constantly as we all continue to learn more.

The Black Lives Matter movement is gaining traction… is racial discrimination an issue in the spa industry? Our industry is open to all and ISPA issued a statement of #Healinghappenshere at the height of the protests affirming its support. But there’s always room to grow and develop and I see the industry spabusiness.com issue 3 2020 11

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Spa Business issue 3 2020  

Spa Business issue 3 2020