memBer perspectives
(CONTiNUED FrOM PAGE 26)
“Our summer clients want to know that they’re
getting a deal,” Vassell says, “so the following
summer I introduced a marked twenty-percent
discount.”
— tanya vassell, spa director, fern tree spa
facials at a flat fee. at a skin care event last summer, the
spa charged a $50 flat fee for a 25-minute service, use of all
spa amenities, complimentary food and beverage, and
discounted specials. These events result in boosted revenue
from both retail and bookings, says harper, but the point
goes beyond the bottom line: “our goal isn’t necessarily to
make money… it’s for a marketing and branding boost,
and it gives us a chance to educate people on why it’s
important to care for themselves.” in fact, a portion of the
profit from these events is typically donated to charity, and
harper says that the spa’s vendor partners are excited to
participate for that very reason.
additionally, the Spa at Sun Valley is launching its first-
ever wellness retreat this June, which will be available both
to resort guests, local patrons and those who are staying at
other hotels. Taking advantage of the summer sunshine,
fern tree spa uses the slower summer season as a time to try new treatments and discounts.
the spa at sun valley partners with its vendors to drive business.
spa has a dedicated trainer, and each new hire is paired
with their department’s trainer for up to a month to learn
signature treatments and spa protocols. “By the end of
the process they’ve learned how to do every service
through hands-on training and coaching,” harper notes.
The process is extensive, but it works: since instituting
the program two years ago, the Spa at Sun Valley has
lowered customer complaints by a resounding 50 percent.
although most seasonal hires leave the spa at season’s
end, a handful will turn into full-time employees.
harper also takes advantage of the summer to host
special spa events, often in partnership with its vendors,
including hydrafacial, Jurlique and Emerginc. over
memorial Day weekend, the spa will host a “from head to
Toe” skin care event, featuring poolside services and mini-
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APriL 2019