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Presented by Linda Bankoski and Julie Register as an elective for the Spa and Hospitality Management Certificate Program. However, this course may be taken without enrolling in the full certificate.
To enroll, click HERE
Students can purchase the Text Book HERE
- The instructors were very knowledgeable and very available for any questions we had as students. I learned a tremendous amount of information that will help me in my future career.
- The presentations were very organized & straightforward. Great visuals & examples. They were very friendly, helpful & knowledgeable.
- ...this course should become a part of the mandatory classes for the certification...
- I really liked this class. In the beginning it was quite challenging but I really began to understand the concepts.
- This course has provided some great information.
- This was a great course & I'm so happy that I took it.
This course includes the key elements of a comprehensive spa quality management system: spa management, spa guest experiences, spa operations and spa improvement. Quality management is the organization and administration of the spa’s system of operation. It defines the strategies, policies, plans and methods used to run the spa business. It describes the necessary processes, procedures, documents and records to make a spa both effective and efficient. A spa’s quality management system transforms the spirit and the intentions of what the spa’s owners and managers want to provide for their guests into reality. All processes interact to create the guest experience. The spa’s quality management system is the invisible glue that transforms the spa's intention into its guests’ and staff's experiences.
Upon successful completion of this course, the student will be able to:
- Collaborate with other spa professionals;
- Define the four key areas of comprehensive quality management system for a spa;
- Focus on guest expectations
- Collect actionable feedback from guests and staff;
- Collect problems and calculate their potential costs;
- Identify and flowchart a spa’s key processes and their interactions;
- Develop and control spa documents and records;
- Recognize the characteristics of a comprehensive spa quality management system
- Have created a draft table of contents for a quality system management manual for a spa
- Use tools, strategies, and techniques for developing a comprehensive spa quality management system including:
- risk analysis,
- vision, mission and values,
- key performance indicators (KPIs),
- spa quality management system business reviews,
- spa system improvement,
- project management GANTT Chart,
- checklists,
- self assessments and
- data analysis.
The International Standards of SpaExcellenceSM2008
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Topics
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- Course Overview
- Expectations
- Deliverables
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Objectives
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- To get acquainted with the course participants and instructors
- Understand the course requirements
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Topics
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Basic Concepts of Quality and Spa Management
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Objectives
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- Define process and system
- Define quality
- Define quality management system in the spa industry
- Describe the interactions of a spa quality management system
- Describe the difference between impulsive systems and mature systems
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The main focus of this lesson is the processes that spa managers use to communicate what is important to the spa’s success, define roles and responsibilities and processes that spa managers use to evaluate the spa’s operations.
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Topics
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- Determine the spa’s intention
- Establish the spa quality management system
- Define processes and objectives
- Define responsibility, authority and communication
- Define necessary resources
- Evaluate the spa quality management system
- Document the spa quality management system
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Objectives
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- Set the spa’s vision and mission and values
- Understand the quality management system – the relationships between key processes
- Establish an effective spa business review
- Understand the purpose and structure of a quality management system manual for a spa
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The main focus of this lesson is to define the processes that are used to plan the spa’s treatment menu and required facilities, equipment and supplies and control the delivery of Guest Service as well as to identify ways to evaluate and improve the Guest experience.
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Topics
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- Identify potential guests
- Plan spa offerings
- Trials
- Marketing and communications
- Provide consistent guest experiences
- The value of guest feedback
- Collecting guest feedback
- Using guest feedback for improvement
- How to create a flowchart
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Objectives
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- Create a plan for expanding spa offerings
- Use documentation to prevent inconsistencies in spa service delivery
- Create a method to obtain and analyze guest feedback
- Flowchart a process
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The main focus of this lesson is to understand how to control spa documents and to define the back-of-the-house processes that are used to ensure that the spa can deliver consistent treatments and meet regulatory requirements in order to optimize the spa business operations. This lesson will also focus on how to evaluate the back-of-the-house spa processes.
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Topics
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- Definition of spa document and spa record
- How to control a document
- Manage support processes
- Evaluate support processes
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Objectives
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- Ensure documents in use are current
- Ensure records are available
- Create checklists
- Value feedback on support processes
- Collect feedback
- Use feedback for improvement
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The main focus of this lesson is to define the processes necessary for the spa to minimize risks as well as the processes necessary for the spa to continually improve in all aspects of the spa business and in guest and staff satisfaction.
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Topics
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- Value assessments
- How to conduct self-examinations
- Identify problems
- Manage risks
- Value of data for making decisions
- How to determine appropriate data
- How to collect data
- How to analyze data
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Objectives
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- Conduct a self-examination
- Conduct a risk analysis
- Conduct a root cause analysis
- Create an action plan to address problems
- Verify effectiveness of solutions
- Use data to improve the spa quality management system
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Presented by Linda Bankoski and Julie Register as an elective for the Spa and Hospitality Management Certificate Program. However, this course may be taken without enrolling in the full certificate.
Successful completion of this 6-week course satisfies the 2009 education requirement for SpaQuality Certified Consultants and SpaQuality Certified Assessors
To enroll, click HERE
Register@SpaQuality.com.
SpaQuality LLC provides the following on-site courses for Spas at their location:
SpaQuality LLC also provides speakers for public events such as conferences, expos, networks, spa staff events, continuing education and events. SpaQuality LLC has given presentations at a number of public forums.
See below for course details.
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Comprehensive Description of The International Standards of SpaExcellenceSM
This course provides a detailed description of the components of an excellent Spa Quality System. The text used is The International Standards of SpaExcellenceSM. The course describes how The Standards provide a framework to achieve a sustainable Spa business with loyal clients, dependable staff, reduced risks, smooth operations every day and financial success.
Who Should Attend
- Spa Owners and Directors
- Spa Managers
- Spa Department Leads
- Consultants to the Spa Industry
- Spa Professionals
Duration: 2 Days
Contents
- Quality Management Basics
- Definitions (quality, excellence, process, system, etc. and how they relate to spas)
- Levels of Excellence
- Necessary Documentation
- The International Standards of SpaExcellenceSM
- Spa Management - Spa culture, strategic planning and leadership processes.
- Spa Guest Experiences - Providing and evaluating treatments and services.
- Spa Operations Support - Managing the back-of-the-house processes.
- Spa Improvement - Processes that identify opportunities for the Spa to continually improve in all aspects of the Spa business and in Guest satisfaction.
Deliverables
Participants will receive their personal copy of The International Standards of SpaExcellenceSM and they will able to use the framework of The Standards to lead Spas to excel and enjoy business success.
Feedback from Previous Courses
- "The whole course was most helpful since we are starting from square one - we don't know what we don't know. I like how Linda presented the information on the system in such a logical, organized format. I would absolutely recommend this course to others without question. I can't imagine undertaking a project of this magnitude without this information. It became evident that the principles set out here would definitely apply to other departments of a resort facility not just the spa. I would absolutely come back for other SpaQuality courses."
...Sheila McWha, Pheasant Glen Golf Resort, Vancouver, BC
- "This course is extremely beneficial to anyone who wants to operate their spa more effectively and profitably and doesn't know where to start."
...Lisa M. Starr, Business Consultant, Wynne Success Systems
- "The stuff I learned will help me change the culture of the spa. My real Gestalt moment was the One Up Charts. Excellent! I am also very excited about the potential of this to change the culture of the spa industry."
...Ella Stimpson, Spa Director, The Broadmoor, Colorado Springs, CO
- "I enjoyed this course and the content tremendously! Our industry needs these concepts and to be quality driven. Julie and Linda are visionaries and will revolutionize the industry with SpaQuality"
...Zahira J. Coll, CEI, Resources & Development
- "This course offered"This course offered guidance, tools and examples necessary to positively influence the success of my organization."
- ""Loved it! It changes forever how I look at business."
Executive Overview - The International Standards of SpaExcellenceSM
This course provides a brief overview of The International Standards of SpaExcellenceSM and describes the opportunity to increase Spa effectiveness, efficiency and visibility. It includes best practices in Spa management and risk prevention.
Who Should Attend
- Spa Owners and Directors
- Resort and Hotel Managers
- Hospitality Public Relations and Marketing Professionals
Duration: 1/2 Day
Contents
- Managing Spas as a system
- Converting Spa Guests into you Spa Marketers
- Controlling the back-of-the-house processes
- Reducing exposure to risks
- Assessing the effectiveness of the Spa system
Deliverables
Participants will know how to distinguish their Spas and understand how to ensure the Spa business is sustainable and profitable.
Risk Prevention - Taking the Risk Out of Risk Management
Because risk management is much more than litigation avoidance and litigation preparation, this course prepares the participants to look for and prevent the risks that will result in the loss of the Spa’s resources - Guests, reputation, staff, money and property.
Who Should Attend
- Spa Owners and Directors
- Spa Managers
- Spa Department Leads
- Consultants to the Spa Industry
- Spa Professionals
Duration: 1 Day
Contents
- Five Steps to Effectively Eliminate Risks and Problems in Your Spa
- Identify problems
- Calculate the risks associated with each problem
- Identify the sources of problems
- Create and implement an action plan
- Verify the actions were effective
Deliverables
Participants will be prepared to use a formal method to calculate risks, perform Root Cause Analysis and learn how to prioritize the use of resources to protect their Spa from unnecessary exposure.
Tools and Techniques for SpaExcellenceSM
This course prepares participants to use proven tools and techniques to help their Spas operate more effectively and profitably.
Who Should Attend
- Spa Owners and Directors
- Spa Managers
- Spa Department Leads
- Consultants to the Spa Industry
- Spa Professionals
Duration: 1 Day
Contents
- How to manage a spa as a system
- How to create and control spa documents
- How to motivate staff and promote teamwork
- Planning tools
- Spa management tools
- Data collection and analysis
- Formal improvement processes
Deliverables
Participants will be prepared to improve the Spa system and use tools such as Gantt charts, cause and effect diagrams, a Spa system matrix, flowcharts, run charts, bar graphs, Pareto charts, and more.
How to Do Self-Assessments - Be Your Own Secret Shopper
Spa system assessments will help you see your Spa through new eyes. This course instructs participants on how to plan, conduct and document assessments of Spa processes and their interactions.
Who Should Attend
- Spa Owners and Directors
- Spa Managers
- Spa Department Leads
- Consultants to the Spa Industry
- Spa Professionals
Duration: 1 Day
Contents
- Defining assessment intervals
- How to determine compliance with your Spa management requirements
- How to ensure objectivity and impartiality
- How to ensure that timely actions are taken to eliminate problems and their causes found by the assessment
Deliverables
Participants will be prepared to initiate and conduct assessments that will provide objective data for the management team so that they will know the current status and be able to make informed decisions based on facts.
How to Take Your Spa to the Next Level: Recognition of SpaExcellenceSM
This course prepares Spa leaders already familiar with The International Standards of SpaExcellenceSM to establish a comprehensive Spa system for certification to The International Standards of SpaExcellenceSM.
Who Should Attend
- Spa Owners and Directors
- Spa Managers
- Spa Department Leads
- Consultants to the Spa Industry
- Spa Professionals
Duration: 1 Day
Contents
- Performing a gap analysis
- Reviewing system documentation
- Creating and using an action plan
- Preparing staff
- Celebrating success
Deliverables
Participants will be prepared to confidently lead their Spas to SpaExcellenceSM certification.
Customized Spa Quality Management Courses
SpaQuality LLC designs custom courses to address areas of specific needs where a Spa wishes to improve. Our clients have requested a wide variety of courses. Two popular courses are How to Get Guest Satisfaction Every Time and How to Improve Front Desk Quality. The length of the course varies depending on the Spa’s need and staff availability.
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For the Spa Industry, SpaQuality LLC provides speakers for:
- expos,
- conferences,
- networks,
- spa staff events,
- continuing education, and
- events.
SpaQuality LLC Presentations have been given at public forums such as the International Esthetics, Cosmetic and Spa Conference (IESCS) in Las Vegas, The Leading Spas of Canada Conference and Expo and the Spa and Medical Spa Expo and Conference in New York. These presentations can be delivered to any interested party in a public or private forum. Presentations have included:
- Redefining Spa Quality: Assessing Your Spa through New Eyes
View Slides HERE
- Making the Most of ALL Your Resources
View Slides HERE
- Managing Spas for Improved Profits
- The Power of Three: How Your Spa Can Thrive Using Quality Management Principles
View Slides HERE
- Spa Improvement using Risk Analysis
- SpaQuality
SpaQuality can customize workshops and education and presentations for any event.
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Providing Spas a Roadmap to Authentic Excellence through
Quality Management System Standards, Education, Assessment and Certification since 2004
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