Pulse June 2018 - Page 54

taylor crist valavicius Reméde Spa Manager The St. Regis Aspen Resort ASPEn, coLoRAdo Humor. It’s a simple concept, but one that can be lost in our day-to-day inter- actions with people. Taylor Crist Valavicius, Remède Spa manager at The St. Regis Aspen Resort in Aspen, Colorado, believes making a customer smile can make that customer’s day. “Personally, I try to make every customer I interact with selling retail can be an extension of excellent customer service when approached the right way. laugh or smile,” she notes. “Humor is such a wonderful way to bond with other people and it allows for a truly human interaction.” To Valavicius, customer service is key because a spa’s main focus is escape and relaxation. She makes sure her team knows it is their job to think for their clients, The clients are there to disconnect, not overthink. “When doing their intake waiver, I always tell the client the date,” she tells us. “People are pleasantly surprised by this gesture. Some people feel like I read their mind, but I always tell them that when one is on vacation, there is no need to know today’s date.” She tells her staff to help the guest forget about time and schedules saying, “they are on spa time.” Valavicius also believes individual- ization takes customer service to a new level. A couple new to the area looking for things to do gets a personalized note at checkout with suggestions on hiking trails or great restaurants in town. A client who noted how much she loved her complimentary tea upon arrival gets a free tea bag to take back to her room. Valavicius has even gone out of her way to take individualization beyond the spa. “I received a call from a wedding planner who was feeling overwhelmed. Her bride had to be down-lifted from her mountain top rehearsal dinner because she was suffering from altitude sickness,” Valavicius recalls. “The planner was beside herself, she felt like she had tried everything, but no success. I could feel the distress in the planner’s voice, she wanted so desper- ately for the bride to have the wedding of her dreams. To ease everyone’s anxiety, I offered to personally deliver an oxygen machine to the bride’s hotel room where I conducted a demon- stration on how the machine worked. After a 15-minute in-room oxygen treatment, the stress of the situation was relieved, and both the bride and the planner were overly grateful. A little extra care goes a long way.” n tiP: Memorize the Plays “Make the effort to remember the guest’s name and use it throughout your interactions. It is such a nice feeling to be recognized and welcomed. Plus, it shows an elevated level of care and concern for the guest experience. Also, don’t forget to introduce yourself, this shows the guest that you are personally invested in their spa experience.” 52 PULSE ■ June 2018