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Presented at UC Irvine by Linda Bankoski as an elective for the Spa and Hospitality Management Certificate Program. However, this course may be taken without enrolling in the full certificate.
Enrollment:
http://unex.uci.edu/courses/sectionDetail.asp?cm_id=x&serial_id=00473&acadYear=2008&acadTerm=SUMMER
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. In order to be fully functional, the spa quality management system has to have an aim, a method and a way to measure its effectiveness. The aim of the system is defined in the vision, mission, and values. The spa's methods are the interconnected processes. The spa's effectiveness is measured by assessments and key performance indicators. The spa’s quality management system is the invisible glue that transforms the spa's intention into its Guests’ and staff's experiences.
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 and evaluates the Spa’s effectiveness and efficiency. Topics for this course include the four key areas of a spa quality management system described in The International Standards of SpaExcellenceSM.
After completing this course, the student will:
- Understand quality management in the spa industry
- Understand how to create a culture of excellence within a Spa
- Be able to recognize the characteristics of a comprehensive Spa operations system
- Know theory, principles, and examples of spa quality management practices
- Be able to use tools, strategies, and techniques for developing comprehensive spa quality management system including:
- risk analysis,
- vision, mission and values,
- key performance indicators (KPIs),
- Spa system business reviews,
- Spa improvement process,
- Necessary documentation,
- Project Management GANTT Chart,
- Document Control,
- Operations Flow Chart,
- Checklists,
- Self Assessments and
- Data analysis.
The International Standards of SpaExcellenceSM2008
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Topics/Reading
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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 evaluate the spa’s operations.
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Objectives
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- Define the spa’s culture
- Set the spa’s vision and mission and values
- Create a strategic plan for the spa
- Define necessary spa resources
- Deploy spa leadership
- Establish an effective spa business review
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Topics/Reading
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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, control the delivery of Guest Service, and identify ways to improve the Guest experience.
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Objectives
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Define the processes to:
- book appointments
- deliver treatments (SOPs / protocols)
- add services to the Spa menu
- xpand a Spa’s facility
- provide and display retail products
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Topics/Reading
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The main focus of this lesson is 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.
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Objectives
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- Create checklists
- Develop a training needs analysis
- Create hiring guidelines
- Develop a training staff
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Topics/Reading
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The main focus of this lesson is to define the processes necessary for the spa to minimize risks and continually improve in all aspects of the spa business and in guest and staff satisfaction.
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Objectives
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- Collect and analyze data on guest feedback
- Perform a root cause analysis (finding and correcting problems at their source)
- Value spa self-examination and assessments
- Value feedback from personnel to identify what needs improvement
- Analyze risks
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Successful completion of this 2-day course satisfies the 2008 education requirement for SpaQuality Certified Consultants and SpaQuality Certified Assessors
For more information or to enroll, contact
Adrian Rodriguez
949-824-9304
aprodig@uci.edu or Adrian.Rodriguez@unx.uci.edu
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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Advancing the Spa Industry Through Quality Management Standards,
Education, Assessment and Certification.
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