SpaQuality LLC- SpaExcellence Quality System Standards, Education, Assessment, Certification and Knowledge Management Services for the Spa Industry

Benefits For Spa Owners, Spa Directors and Spa ManagersThe Benefits of using SpaExcellence Quality System Standards, Education, Assessment and Certification Create effective and efficient spa operations every dayDeliver excellent spa services consistentlyGenerate guest and staff loyaltyEnjoy business successSee your spa business with new eyes Be recognized as an industry leaderFor Spa GuestsThe Benefits of going to a SpaExcellence Certified Spa Creating satisfied, loyal Spa Guests is the primary objective of SpaExcellence Certified Spas Everything a SpaExcellence Certified Spa does is designed to deliver excellent spa services to their Guests consistentlySpaExcellence Certified Spas are passionate about knowing how their Guests feel about their spa experiences and actively seek their Guest's feedback in order to continually improve.

"Now that our quality system is established, it actually makes our day-to-day job so much easier and more effective.

"It was a true pleasure learning the Spa Quality

Management System, and we thank SpaQuality LLC for providing us with this solid foundation on which to build long-term success in our vulnerable spa industry.

"We encourage all Spa Owners and Directors to create their own SpaExcellence System. It's well worth the investment of time, energy and leadership's attention."

Sandy Cutts, Spa Director

The Spa Ritual

Calgary, AB, Canada

Standards

The International Standards of SpaExcellence(SM)2010Managing for the Sustained Success of a SpaA Quality System ApproachThese Standards, created expressly for spas, define and describe the necessary elements a comprehensive spa quality system that result in loyal Guests and staff as well as effective and efficient business operations. The Standards are the basis for the SpaExcellence Certification Program. This book is also used as the textbook for SpaQuality's online course, "Building and Sustaining High Quality Systems for Spas," which is offered in partnership with the University of California - Irvine Extension's Spa and Hospitality Management Certificate Program.About The International Standards of SpaExcellence(SM)2010Our Spa system transforms the spirit and the intentions of what we want to provide for our Guests into reality. In our Spa, all processes interact to create the Guest experience. In order to be fully functional, our system has to have an aim, a method and a way to measure our effectiveness. We define the aim of our system in our vision, mission, and values. Our methods are the interconnected processes. Our effectiveness is measured by assessments and key performance indicators. Our Spa system is the invisible glue that transforms our intention into the Guest's and staff's experiences. ~ Linda Bankoski and Julie Register ~ Spas in over 30 countries* have purchased The International Standards of SpaExcellence(SM) since the first edition was published in 2004. Periodically, SpaQuality LLC (Linda Bankoski and Julie Register) update The Standards with improvements based on our experiences with and knowledge of best practices in high performance organizations and recommendations from spa consultants, owners, directors, GMs and guests.The International Standards of SpaExcellenceSM describe the five key areas of a complete, fully functional spa quality management system:Intention and Strategy - This defines what is important to the Spas success and creates a system to turn intentions into reality. Examples include characterizing the culture, setting the Spas vision and mission and values and strategic planning such as the Spas treatment menu and required facilities, equipment and supplies.Leadership - This section contains information to balance leadership and management. Spa leadership leads people and manages the system of processes as a cohesive whole. Spa leadership communicates roles and responsibilities and evaluates the Spas effectiveness and efficiency. Examples include establishing the culture, ensuring the Spas vision and mission and values are integrated into Spa operations, training needs analysis, hiring and training staff, allocating resources, deploying the strategy and reviewing key business performance indicators.Guest Experiences - These processes are used to plan and manage the delivery of Guest services and identify ways to improve the Guest experience. Examples include booking appointments, welcoming Guests warmly, treatment delivery (SOPs / protocols) and offering retail products.Operations Support - These processes are the back-of-the-house processes used to ensure that the Spa can deliver safe and consistent treatments and meet regulatory requirements in order to optimize the Spa business operations. Examples include cleaning and sanitizing the Spa facility and equipment, purchasing and receiving, product storage, and maintaining equipment and facilities.Improvement - These processes identify opportunities for the Spa to minimize risks and continually improve in all aspects of the Spa business and in Guest satisfaction. Examples include analyzing Guest feedback, root cause analysis (finding and correcting problems at their source), Spa self-examination and assessments, using audit and testing systems and personnel to identify what needs improvement, and identifying and eliminating sources of waste.Within the five key areas, there are four activities that describe the cycle needed for a comprehensive Spa quality system: plan, document, manage, and evaluate. Plan includes necessary preparation activities.Document includes necessary key documents and records. Manage includes activities needed for control.Evaluate includes information collection and analysis needed to demonstrate how well the Spa planned, documented and managed. This book contains The International Standards of SpaExcellence(SM)2010 along with guidance and examples. It also provides information on services offered by SpaQuality LLC including education courses, Spa quality system assessments, Anonymous Guest Assessments and, for Spas that seek public recognition of their management efforts, the SpaExcellence Certification process.The inspiration of The International Standards of SpaExcellence(SM) comes from internationally accepted quality management system standards used by other industries including ISO 9000 (international quality management systems), ISO 14000 (environmental management standards), the Malcolm Baldrige National Quality Award in the Untied States, the Canada Awards for Excellence from the National Quality Institute in Canada, the EFQM Excellence Award in Europe, OSHA (US health and safety), FDA Good Manufacturing Practices (US), TedQual (tourism education quality), JCAHO (US healthcare organization standards), and more. We drew from our vast quality knowledge and experience to translate, enhance and organize the basic concepts and application of these standards and combined it with years of spa experience into a complete spa quality management system that provides spas with what is necessary to achieve long-term success. We published the first edition of The International Standards of SpaExcellenceSM in 2004 and have updated it periodically ever since. Spa owners, spa directors, spa managers, spa consultants and general managers of hotels or resorts with spas will find the information found in The International Standards of SpaExcellence(SM)2010 extremely valuable. Our intention is to provide you with everything you need to establish a Spa quality system that has integrity and which results in:Satisfied and Loyal Clients,Dependable StaffReduced RisksSmooth Operations Every DayandFinancial Success.Julie RegisterManaging DirectorOperationsRegister_SpaQuality.com Linda BankoskiManaging DirectorEducation and AssessmentBankoski_SpaQuality.com The International Standards of SpaExcellence(SM)2010Contents1. INTENTION AND STRATEGY A. Plan 1. Business Viability 2. Spa Quality System a. Concept b. Culture c. System Design d. Staffing e. Spa Offerings f. Marketing and Communications g. Natural Resources and the Environment B. Document 1. Spa Quality System Manual 2. Spa Quality System Documents 3. Spa Quality System Records 4. Document and Record Management 5. Key System Documents 6. Key System Records C. Manage 1. Changes 2. Trials D. Evaluate 1. Design and Development 2. Results 3. Business Environment 2. LEADERSHIP A. Plan 1. Spa Process and System Assessments B. Document 1. Key Documents 2. Key Records C. Manage 1. Spa Quality System Impementation 2. Spa Quality System Integrity 3. Staff 4. Subcontracting 5. Finances D. Evaluate 1. Performance 2. Review and Analysis 3. GUEST EXPERIENCES A. Plan 1. Guest Information 2. Schedule B. Document 1. Key Documents 2. Key Records C. Manage 1. Guest Reception 2. Guest Orientation 3. Treatments and Services 4. Facilities and Equipment 5. Products and Supplies 6. Refreshments and Meals 7. Linens and Apparel 8. Retail Products 9. Guest Property 10. Responding to Guests D. Evaluate 4. Operations Support A. Plan 1. Requirements for Treatments and Services 2. Purchasing B. Document 1. Key Documents 2. Key Records C. Manage 1. Receiving and Inspection 2. Products and Supplies 3. Facilities and Equipment 4. Cleaning and Sanitation 5. Safety 6. Linens and Apparel 7. Spa Environment 8. Problem Products, Equipment, Supplies and Services 9. Monitoring and Measuring Devices D. Evaluate 5. Improvement A. Plan 1. Spa System Assessments B. Document 1. Key Documents 2. Key Records C. Manage 1. Problem Identification and Prediction 2. Risk Determination 3. Risk Analysis 4. Root Cause Determination 5. Action Plan 6. Effectiveness Verification D. Evaluate 1. Data 2. PrioritiesHere are the 30+ countries where spas have purchased The International Standards of SpaExcellence(SM):ArgentinaAustraliaBahrainBelgiumBrazilBulgariaCanadaCosta RicaCroatiaEnglandFinlandFranceGermanyIndiaIrelandItalyMexicoPanamaPhilippinesPolandPortugalSaudi ArabiaSingaporeSouth AfricaSpainSwedenSwitzerlandThailandTurkeyUnited Arab Emirates United StatesVenezuela

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Education

Building and Sustaining High Quality Systems for Spas

A six-week, on-line course taught by Linda Bankoski and Julie Reigster offered in partnership with

the University of California - Irvine Extension's Spa and Hospitality Management Certificate Program

A spa’'s success is dependent on how well its quality system is designed, implemented and maintained. This course provides students with the necessary skills to implement spa processes as a complete quality system. Most importantly, course participants will also gain a solid understanding of how the integration of these systems can translate into enhanced guest and staff experiences as well as improved operaltional effectiveness and efficiency. The International Standards of SpaExcellence(SM)2010 is the textbook.
Week 1 - Introduction - WelcomeWeek 2 - Lesson 1 - Quality Management Basic Concepts of Quality and Spa ManagementWeek 3 - Lesson 2 - Spa Intention and Strategy and Spa Leadership Processes that spa managers use to communicate what is important to the spa’s success, define roles & responsibilities & processes that spa managers use to evaluate the spa’s operations.Week 4 - Lesson 3 - Spa Guest Experiences Processes that are used to plan the spa’s treatment menu and required facilities, equipment & supplies & control the delivery of GuestService as well as to identify ways to evaluate and improve the Guest experience.Week 5 - Spa Operations Support Control of spa documents and back-of-the-house processes that ensure that the spa can deliver consistent treatments and meet regulatory requirements in order to optimize the spa business operations. Week 6 - Spa Improvement Processes to minimize risks as well as continually improve in all aspects of the business and guest and staff satisfaction.

Next Class Feb 7 - March 20 2011 Enroll NOW!

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Assessment SpaExcellence Quality System AssessmentsSpaExcellence Quality System Assessments (QSA) are available to all Spas. SpaQuality LLC offers a one-day, scheduled assessment of a Spa's quality system performed by a SpaQuality Certified Assessor with the key Spa staff and management team. SpaQuality provides a written actionable feedback report that identifies the gaps between the Spa’'s practices, the Spa’'s management requirements and The International Standards of SpaExcellence(SM). This assessment is a practical application for Spa professionals who wish to understand how to assess Spa quality systems. It includes tools and methodologies to advance Spas to higher levels of excellence. This assessment is also part of the SpaExcellence Certification process.SpaExcellence Anonymous Guest AssessmentsSpaExcellence Anonymous Guest Assessments (AGA) are available to all Spas. Anonymous Guest Assessments are similar to "secret shopper" or "mystery shopper" visits in that the assessments are unannounced and the staff is unaware that they are taking place. The similarity ends there, however. Anonymous Guest Assessments are conducted by trained quality assessors who evaluate the business processes that create the Guest Experience, compare the experience with the procedures and protocols and provide actionable feedback that enable the Spa management to prioritize improvement initiatives and allocate resources. The SpaExcellence Anonymous Guest Assessment evaluates the Spa experience from the Guest's viewpoint and helps determine how well the Spa's quality system is operating. AGAs are conducted by trained SpaQuality Certified Assessors - the same assessors who are trained to conduct SpaExcellence Certification Assessments. The AGA is based on the spa's procedures/ protocols as well as The International Standards of SpaExcellence(SM). During the AGA, the Spa is evaluated on hundreds of attributes, which are customized to the scope of the assessment. The scope of an AGA can include Spa, salon, fitness, retail, education/seminars, adventure, accommodations, cuisine and more. After an AGA, the Spa receives an actionable feedback report which highlight strengths and opportunities for improvement. SpaExcellence AGAs are also part of the SpaExcellence Certification process and occur between the annual quality system certification assessments. Spas may find it useful to have Anonymous Guest Assessments performed at least quarterly.
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Certification SpaExcellence CertificationSpaExcellence certification involves two annual on-site assessments of the spa’s operations to The International Standards of SpaExcellence(SM). 1) A SpaQuality Certified Assessor conducts the scheduled, “open-book” assessment of the spa’s quality system. The assessor samples procedures/protocols, records and system integration and interviews Team Members. The spa’s processes are assessed in several categories - Intention and Strategy, Leadership, Guest Experience, Operations Support and Improvement – as well as how well they work together as a quality system. 2) SpaQuality Certified Assessor conducts an Anonymous Guest Assessment to evaluate the spa from a Guest’s perspective before the next annual assessment. The spa receives a detailed, actionable feedback reports on what they do well and opportunities for improvement. The spas are certified to the appropriate Level of Excellence. Those with complete, stable and improving systems (Level of Excellence 3, 4 or 5) receive a Crystal Award of SpaExcellence (photo on left). Any spa can enter SpaExcellence at any time by completing an application and paying a deposit on the fee. The SpaExcellence annual certification fee includes:One copy of The International Standards of SpaExcellence(SM). A one-day, on-site training course (can be givenwith the Certification Assessment to save on travel costs)A scheduled, full Certification Assessment performed by a Certified SpaQuality Assessor with a written, actionable Feedback Report identifying the gaps between the Spas practices and the requirements of The Standards. After SpaQuality LLC approves the spa's Action Plan to address the opportunities for improvement, SpaQuality LLC recognizes the Spa with the appropriate Level of Excellence and awards the spa with a Certificate, Crystal Award, lapel pins and PR assistance. Flags and decals are available for an additional cost. An unscheduled Anonymous Guest Assessment within 12 months to determine if the Spa's quality system if functioning well from a Guest perspective.The fee does not include the assessor's travel - air, ground, lodging, meals. These expenses are the spa's responsibility.
the spa ritual award ssb

Certified Spas

hi res200r shauna and the spaexcellence award

Calgary Spa Receives SpaExcellence Certification SpaQuality LLC awards The Spa RitualGREENVILLE, Del. - August 1, 2010 - The Spa Ritual, a day spa in Calgary, Alberta, Canada has achieved SpaExcellence certification. This certification is the culmination of months of organizing and documenting The Spa Ritual's quality system in accordance with The International Standards of SpaExcellence(SM)2010 from SpaQuality LLC. The Standards provide a framework for everything that a spa does from day-to-day operations with Guest interactions and behind-the-scenes processes to leadership and teamwork to system evaluation and continual improvement and everything in between. According to The Spa Ritual's Spa Director, Sandy Cutts, "Now that our quality system is established, it actually makes our day-to-day job so much easier and more effective. As an example, the HR documents are organized into a user-friendly checklist. This tool guarantees that new Team Members have all the certifications, complete all the necessary documents and are provided with a consistent introduction to our values, policies and procedures. Our Aesthetic and Massage Protocol Manuals are used every day - whether is it to confirm the exact measurements for a facial treatment, check for a medical contraindication prior to reserving a Guest's appointment, or as a step-by-step training guide."Vivienne O'Keeffe, President and CEO of Spa Profits Consulting Inc., a renowned International Spa Development Company, and SpaQuality Certified Consultant since 2005, guided The Spa Ritual as they built and refined their quality system from concept through to fruition - with the objective from the outset of attaining Spa Quality's SpaExcellence certification. Vivienne O'Keeffe strongly believes that all spas need to operate within a comprehensive quality system framework and encourages all businesses with whom she works to do so.A SpaQuality Certified Assessor conducted the scheduled, "open-book" assessment of The Spa Ritual's quality system. The assessor sampled procedures, records and system integration and interviewed Team Members. The spa's processes were assessed in several categories - Intention and Strategy, Leadership, Guest Experience, Operations Support and Improvement - as well as how well they worked together as a quality system. The Spa Ritual passed with flying colors. The spa received a detailed feedback report from SpaQuality LLC highlighting things the spa does well and opportunities for improvement based on an analysis of the assessment. The spa can expect an unscheduled Anonymous Guest Assessment to evaluate the spa from a Guest's perspective before the next annual assessment. Kent Macintyre, one of The Spa Ritual's owners, had this to say about adhering to The International Standards of SpaExcellenceSM and achieving SpaExcellence certification, "We believe a spa business is built on reputation. The SpaExcellence standards break a complex concept into bite size steps. Using these standards, we put the protocols and continuous improvement processes in place to allow us to deliver a quality experience congruent with our vision to our Guests, consistently and reliably. Satisfied Guests and the referrals they provide is the foundation upon which financial success is built."Sandy Cutts added, "We encourage all Spa Owners and Directors to create their own SpaExcellenceSM System. It is the solid foundation of the spa's quality system that builds long-term success in our vulnerable spa industry. It's well worth the investment of time, energy and leadership's attention.""We congratulate The Spa Ritual for their vision, enthusiasm and leadership in the spa industry," said Linda Bankoski, co-owner and Managing Director of Education and Assessment for SpaQuality LLC. "This exemplary spa demonstrates the value of discipline and is poised to serve as an oasis for the fortunate clients and staff who discover them."About The Spa RitualOpened in 2008, The Spa Ritual is a 7,000 square-foot day spa providing "your path to rejuvenation" through therapies and treatments inspired by ancient practices of health and wellness from Southeast Asia. Unique facilities include:The Bali Sanctuary furnished with heated, ergonomically perfect, natural stone chaise loungers,The Royal Thai Suite for two with opulent, traditional Thai styling, Bali Moon tub, private changing, lounging and dining facilities, and private, dual aromatherapy steam and shower,The Lotus Garden Spa Suite, with space for groups of up to eight friends offering a social 'spa-ing' experience unique to Calgary ideal for private functions, including bridal events, birthday parties and corporate events, The Bamboo and Canna Lily Wet Rooms,The Ylang-Ylang and Water Lily Couples' Rooms, which can be combined to accommodate from four to six friends-allowing them to enjoy side-by-side treatments,The Tea Ceremony Room where guests are guided through a traditional Japanese inspired tea ceremony designed to harmonize the mind, refresh the body and stimulate thoughtful contemplation, and The Spa Boutique offering a carefully selected range of natural and organic wellness items such as The Spa Ritual and USPA face and body products, teas, candles-and an assortment of gift items.The Spa Ritual also features two locker/changing rooms, a guest lounge, a medical aesthetics treatment room, seven single treatment rooms and a Bistro.The Spa Ritual is a founding member of the Green Spa Network and is committed to environmental protection and sustainability, guided by its Green Program, which strives to minimize the Spa's operational impact on the environment through resource conservation and best practices.For more information about The Spa Ritual, please visit: www.thesparitual.comAbout SpaQuality LLCSpaQuality LLC is an independent observer of the spa industry that created and maintains The International Standards of SpaExcellence(SM), spa industry specific quality system standards; provides quality system education to spa leadership teams; assesses spas' quality systems; and certifies those spas that comply with The International Standards of SpaExcellence(SM).Julie Register and Linda Bankoski created SpaQuality LLC in 2003 and released the first edition of The International Standards of SpaExcellence(SM) in 2004. It is currently in its fifth edition. For more information about SpaExcellenceSM certification and The International Standards of SpaExcellence(SM), please contact: Julie Register Managing Director, Operations, SpaQuality LLC. Phone: 302-426-0274 Email: Register_SpaQuality.com Web Site: www.SpaQuality.com About Spa Profits Consulting Inc.Spa Profits Consulting Inc. is a spa industry-specific consultancy that specializes, since 1994, in creating profitability in commercial spa operations- both existing and new; from concept to opening celebrations and daily spa operations. They have shown their many clients across Canada, the United States and Asia how to grow spa profit margins and manage risk by improving spa systems, enriching spa mission statements and philosophies, nurturing the spa's cultural authenticity, and developing spas as legitimately recognized health and leisure social resources. For more information about Spa Profits Consulting Inc., please visit: www.spaprofits.com

Shauna Walker, President of The Spa Ritual, with the 2010 SpaExcellence Crystal Award

About Us

Julie Register Managing Director, Operations SpaQuality LLC

Linda Bankoski Managing Director, Education and Assessment SpaQuality LLC

Linda is a co-founder of SpaQuality LLC and has served at Managing Director of Education and Assessment since its start in 2003. She is a quality expert with 30+ years of experience leading, coaching, consulting, and succeed and thrive. Linda has been the primary author of The International Standards of SpaExcellence(SM) and its periodic update. She also heads SpaQuality's spa assessment organization. She is people- and goal-oriented and motivated by opportunities to learn, encourage and inspire others.\Linda has enjoyed a multifaceted career as a healthcare professional, corporate trainer, customer advocate, market researcher, culture change pioneer and business advisor. Linda served on the Board of Examiners of the Malcolm Baldrige National Quality Award for five years. She is professional speaker and was chair of the local section of the American Society for Quality (ASQ). For over25 years, she has been a Good Manufacturing Practices Auditor (FDA regulations) and over 15 years has been an ASQ Certified Quality Auditor, RAB Certified Quality Systems Lead Auditor and a Certified Lead Assessor (ISO 9001). Linda is past president of the Board of Directors for the Delaware Quality Consortium, Inc. (Delaware Quality Award). She has been an adjunct professor in the Continuing and Professional Studies at the University of Delaware, Linda and the lead instructor in the Quality Management Certificate and teaches courses in Quality management and organizational improvement. In association with the Delaware Manufacturing Extension Partnership, she has developed and taught courses on the ISO 9000 standard, Quality system auditing and problem solving.
Julie Register is the creator and founder of SpaQuality LLC. Her unique background allowed her to ebserve and fill a large gap in the spa industry - the knowledge and use of quality systems to create effective and efficient spa operating systems that result in consistent delivery of excellent spa services and in Guest and staff loyalty. For over 15 years, Julie has traveled worldwide to experience hundreds of spas in the US, Canada, Mexico, the Caribbean, Central America, Europe, Asia and Oceana. She has shared her experiences with other spa consumers and professionals on the web sites she created, edited and wrote for in the past (spas.about.com, for which she won numerous awards) and currently (DiscoverSpas.com). She attends spa conferences to learn about the challenges and opportunities presented to spa businesses and has relationships with many people in the spa industry. She reports spa news of interest via her web site. She is known as a spa expert and has been interviewed for articles in the New York Times, The Wall Street Journal, The Washington Post, Spa Finder and others. Julie's other career experience spans 25 years and includies quality consulting (ISO 9000, GMP), technical writing, and Internet support services; quality management, process and service development and engineering, supplier chain management, and manufacturing engineering as an employee for a fortune 50 company; and software testing (CMM) and management as an employee for a top 3 consulting firm.
Articles

Articles and Presentations written by Julie Register and Linda Bankoski of SpaQuality LLC

20 Vital Questions for Spa Leaders - A self-assessment tool for Spa Owners, Directors and Managers - A spa quality system includes everything that the spa's staff needs to know and do to safely, effectively, and efficiently deliver treatments and services that consistently meet the needs of the spa's Guests. By using a quality system approach, the spa is positioned for long-term success. Answer these 20 questions to help spa leaders determine if their spa's quality system is complete or may have opportunities for improvement.Invest in Your Spa's Quality System & You'll See Big Returns - Like exercise, healthy food in moderation and mind/body/spirit balance for people, a healthy quality system for spa businesses is preventative. Prevention can be a hard sell on its own. Here's proof that healthy quality systems positively affect the bottom line of businesses as well as improve customer satisfaction, improve employee satisfaction, lower turnover, win customers, improve growth, improve competitiveness, get great results and more. Adopting a Balanced Scorecard for Managing Spas - We are often asked what the best and simplest measures are to easily evaluate all aspects of the spa quality system. There is a tool that is commonly used in other industries called the balanced scorecard. The name, the balanced scorecard, sounds like it was designed for spa managers. A very simple start to reaching the balance spa leaders seek is to define general categories for information that they need to make more informed decisions. These measures provide different types of information and have different impact on short-, medium-, and long -term success. The Spa SOP (Standard Operation Procedure) - Spa leaders that are committed to controlling their guests' experiences run their spas by using standard operating procedures (SOPs) / protocols. By following the SOPs, the spa team members consistently create the environment and experience that were intended by the spa's owners and executive management. SOPs capture the spa's unique "magic." But the magic only happens when the SOPs are followed by each spa team member every time. That doesn't always happen.The Upsell - Imagine lying on a treatment table in a lovely Spa ready to have that facial you've been looking forward to. You're settled in. The light is low. You're warm. You're comfortable. Soft music is playing. You're relaxed. The esthetician gently knocks on the door to see if you're ready. She quietly comes in. You hear her wash her hands. You hear her making preparations for the facial. But before starting the facial, she first makes you suffer through THE UPSELL!The Discount - Everyone likes a deal, right? Maybe not everyone. Find out how the practice of discounting (weekly specials, web promotions, coupons, etc.) can anger clients, demotivate treatment providers and devastate the finances of a spa.Commitment - Having staff's committment to a spa's culture, vision, mission, values, quality system, policies, procedures, and so on is vital to the success of the spa. In this article, Linda introduces the Commitment Scale, a useful tool for helping spa leaders determine where in the range of commitment their staff is (which can change over time) and what might need to be done in order to be more successful. It's Time for The Spas Industry to Cross "The Chasm" and Step into "The Tornado"10 Lessons on How NOT to Run a Spa and A Bad Hair DayInconsistency is the Enemy of Quality at SpasThe Importance of Document Control for SpasA Tale of Two Spas: Every spa makes mistakes. It’s what they do about them that makes the difference! (As featured in Medical Spa Magazine June 2006)What Should Spas Offer in the Face of Increased Competition - Big Deals or Quality? Actionable Feedback: The Key to Guaranteed ResultsThe End of Competition As We Know ItMaking Spa Peace and Harmony a Reality Part 1: Dealing With Staff ConflictMaking Spa Peace and Harmony a Reality Part 2: Using Effective GoalsRedefining Spa Quality - Assessing Your Spa Through New Eyes Making the Most of ALL Your Resouces - Considering Choices The Management of Hygiene in SpasSpa Profitability and Reputation
Press

The International Standards of SpaExcellence(SM)2010 Now Available

GREENVILLE, Del - October 12, 2009 - SpaQuality LLC has released the fifth edition of its quality system management standards for spas, The International Standards of SpaExcellence(S)M2010 - Managing for the Sustained Success of a Spa, A Quality System Approach with Guidance and Examples, are now available. The Standards have been reorganized and expanded, and more guidance and examples have been provided. The changes made in this, the 5th edition, are based on SpaQuality's experiences with and knowledge of best practices in high performance organizations and recommendations from Spa consultants, owners, directors and Guests. The Standards, now over 200 pages, are offered in both print and pdf file format. The Standards have been sold to spas in over 20 countries. This book is used as the textbook for Building and Sustaining High Quality Systems for Spas, a 6-week, online course developed and taught by Julie Register and Linda Bankoski of SpaQuality LLC for The University of California - Irvine Extension's online Spa and Hospitality Management Certificate Program. Key changes to the 2010 Standards include:A new model of a process-based Spa quality system, Replacement of the Management section with the Intention & Strategy & Leadership sections, Addition of general quality management concepts as they apply to the Spa Industry, Addition of general leadership concepts as they apply to the Spa Industry, Guidance, examples & tools have been combined & follow the associated Standard element, Addition of an index Addition of a biography of the authors Addition of a resource section, Presented both as The Standards alone & as The Standards with Guidance & Examples, and Tabbed for easy use (print only).The International Standards of SpaExcellence(SM)2010Managing for the Sustained Success of a SpaA Quality System Approachwith Guidance and ExamplesRelease Date: October 12, 2009Description: 262 pages, spiral bound, 8.5" x 11"Format: Print (for shipment in the United States only), PDF (emailed zip file)ISBN: 978-0-9815649-0-6Price: $195 USD Print or $95 USD PDFThe Standards are also available without Guidance and Examples.Description: 69 pages, spiral bound, 8.5" x 11"Format: Print (for shipment in the United States only), PDF (emailed zip file)ISBN: 978-0-9815649-2-0Price: $70 USD Print or $35 USD PDFPayment: Pay by credit card through PayPal. Or send a check in US funds made out to SpaQuality LLC to:Julie RegisterManaging Director, OperationsSpaQuality LLC1024 Oriente AvenueGreenville, DE 19807About The International Standards of SpaExcellence(SM)2010Our Spa system transforms the spirit and the intentions of what we want to provide for our Guests into reality. In our Spa, all processes interact to create the Guest experience. In order to be fully functional, our system has to have an aim, a method and a way to measure our effectiveness. We define the aim of our system in our vision, mission, and values. Our methods are the interconnected processes. Our effectiveness is measured by assessments and key performance indicators. Our Spa system is the invisible glue that transforms our intention into the Guest's and staff's experiences. ~ Linda Bankoski and Julie Register ~ The International Standards of SpaExcellence(SM)2010Spas in over 20 countries have purchased The International Standards of SpaExcellence(SM) since the first edition was published in 2004. Periodically, SpaQuality LLC (Linda Bankoski and Julie Register) update The Standards with improvements based on our experiences with and knowledge of best practices in high performance organizations and recommendations from spa consultants, owners, directors, GMs and guests.The International Standards of SpaExcellenceSM describe the five key areas of a complete, fully functional spa quality management system:Intention and Strategy - This defines what is important to the Spas success and creates a system to turn intentions into reality. Examples include characterizing the culture, setting the Spas vision and mission and values and strategic planning such as the Spas treatment menu and required facilities, equipment and supplies.Leadership - This section contains information to balance leadership and management. Spa leadership leads people and manages the system of processes as a cohesive whole. Spa leadership communicates roles and responsibilities and evaluates the Spas effectiveness and efficiency. Examples include establishing the culture, ensuring the Spas vision and mission and values are integrated into Spa operations, training needs analysis, hiring and training staff, allocating resources, deploying the strategy and reviewing key business performance indicators.Guest Experiences - These processes are used to plan and manage the delivery of Guest services and identify ways to improve the Guest experience. Examples include booking appointments, welcoming Guests warmly, treatment delivery (SOPs / protocols) and offering retail products.Operations Support - These processes are the back-of-the-house processes used to ensure that the Spa can deliver safe and consistent treatments and meet regulatory requirements in order to optimize the Spa business operations. Examples include cleaning and sanitizing the Spa facility and equipment, purchasing and receiving, product storage, and maintaining equipment and facilities.Improvement - These processes identify opportunities for the Spa to minimize risks and continually improve in all aspects of the Spa business and in Guest satisfaction. Examples include analyzing Guest feedback, root cause analysis (finding and correcting problems at their source), Spa self-examination and assessments, using audit and testing systems and personnel to identify what needs improvement, and identifying and eliminating sources of waste.Within the five key areas, there are four activities that describe the cycle needed for a comprehensive Spa quality system: plan, document, manage, and evaluate. Plan includes necessary preparation activities.Document includes necessary key documents and records. Manage includes activities needed for control.Evaluate includes information collection and analysis needed to demonstrate how well the Spa planned, documented and managed. This book contains The International Standards of SpaExcellence(SM)2010 along with guidance and examples. It also provides information on services offered by SpaQuality LLC including education courses, Spa quality system assessments, Anonymous Guest Assessments and, for Spas that seek public recognition of their management efforts, the SpaExcellence Certification process.The inspiration of The International Standards of SpaExcellence(SM) comes from internationally accepted quality management system standards used by other industries including ISO 9000 (international quality management systems), ISO 14000 (environmental management standards), the Malcolm Baldrige National Quality Award in the Untied States, the Canada Awards for Excellence from the National Quality Institute in Canada, the EFQM Excellence Award in Europe, OSHA (US health and safety), FDA Good Manufacturing Practices (US), TedQual (tourism education quality), JCAHO (US healthcare organization standards), and more. We drew from our vast quality knowledge and experience to translate, enhance and organize the basic concepts and application of these standards and combined it with years of spa experience into a complete spa quality management system that provides spas with what is necessary to achieve long-term success. We published the first edition of The International Standards of SpaExcellenceSM in 2004 and have updated it periodically ever since. Spa owners, spa directors, spa managers, spa consultants and general managers of hotels or resorts with spas will find the information found in The International Standards of SpaExcellence(SM)2010 extremely valuable. Our intention is to provide you with everything you need to establish a Spa quality system that has integrity and which results in:Satisfied and Loyal Clients,Dependable StaffReduced RisksSmooth Operations Every DayandFinancial Success.Julie RegisterManaging DirectorOperationsRegister_SpaQuality.com Linda BankoskiManaging DirectorEducation and AssessmentBankoski_SpaQuality.com The International Standards of SpaExcellence(SM)2010Contents1. INTENTION AND STRATEGY A. Plan 1. Business Viability 2. Spa Quality System a. Concept b. Culture c. System Design d. Staffing e. Spa Offerings f. Marketing and Communications g. Natural Resources and the Environment B. Document 1. Spa Quality System Manual 2. Spa Quality System Documents 3. Spa Quality System Records 4. Document and Record Management 5. Key System Documents 6. Key System Records C. Manage 1. Changes 2. Trials D. Evaluate 1. Design and Development 2. Results 3. Business Environment 2. LEADERSHIP A. Plan 1. Spa Process and System Assessments B. Document 1. Key Documents 2. Key Records C. Manage 1. Spa Quality System Impementation 2. Spa Quality System Integrity 3. Staff 4. Subcontracting 5. Finances D. Evaluate 1. Performance 2. Review and Analysis 3. GUEST EXPERIENCES A. Plan 1. Guest Information 2. Schedule B. Document 1. Key Documents 2. Key Records C. Manage 1. Guest Reception 2. Guest Orientation 3. Treatments and Services 4. Facilities and Equipment 5. Products and Supplies 6. Refreshments and Meals 7. Linens and Apparel 8. Retail Products 9. Guest Property 10. Responding to Guests D. Evaluate 4. Operations Support A. Plan 1. Requirements for Treatments and Services 2. Purchasing B. Document 1. Key Documents 2. Key Records C. Manage 1. Receiving and Inspection 2. Products and Supplies 3. Facilities and Equipment 4. Cleaning and Sanitation 5. Safety 6. Linens and Apparel 7. Spa Environment 8. Problem Products, Equipment, Supplies and Services 9. Monitoring and Measuring Devices D. Evaluate 5. Improvement A. Plan 1. Spa System Assessments B. Document 1. Key Documents 2. Key Records C. Manage 1. Problem Identification and Prediction 2. Risk Determination 3. Risk Analysis 4. Root Cause Determination 5. Action Plan 6. Effectiveness Verification D. Evaluate 1. Data 2. Priorities

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Events

SpaQuality LLC Past Speaking Engagements

2008 BISA Conference in Baden-Baden, Germany

On December 5, 2008 Linda Bankoski, SpaQuality's Managing Director of Education and Assessment, discussed International Quality Standards in the Spa Sector with Christian Erbst, Robert Rogner, Berni Hawkins, Ute Rührig and Wilfried Dreckmann.

Click HERE for more information

Click HERE to see her PowerPoint Presentation

2008 ISPA Conference and Expo in Las Vegas, Nevada USA

On November 10, 2008, Linda Bankoski made a presentation in the Taking the Risk Out of Risk Management Panel. She presented a Six-Step process for identifying, analyzing and reducing risks in the spa using an example of a linen problem she recently experienced in a spa.

Click HERE for more information

Click HERE to see her PowerPoint Presentation

Click HERE to get a copy of the example form

2006 Leading Spas of Canada Conference in Vancouver, British Columbia, Canada.

On April 10, 2006, Linda Bankoski presented "Redefining Spa Quality: Assessing Your Spa Through New Eyes" and on April 11, she presented "Making the Most of ALL of Your Resources"

Click HERE for Slides from the Redefining Spa Quality - Assessing Your Spa Through New Eyes

Click HERE for Slides from Making the Most of ALL Your Resouces Considering Choices

2006 Day Spa Expo in Las Vegas, Nevada USA

On February 7, 2006, Linda Bankoski presented "The Power of Three (3): How Your Spa Can Thrive Using Quality Management Principles"

Click HERE for Slides from the Presentation.

2005 Spa & Resort Expo & Conference / Medical Spa Expo & Conference New York

On May 22, 2005, Linda Bankoski presented The Power of Three (3): How Your Spa Can Thrive Using Quality Management Principles

2005 International Esthetics, Cosmetics, and Spa Conference (IECSC) Business Summet Las Vegas

On April 30, 2005, Linda Bankoski presented The Power of Three (3): How Your Spa Can Thrive Using Quality Management Principles and on May 1, she presented The Cost of Quality

Certified Consultants vivlins

Vivienne O'Keeffe

Spa Profits Consulting, Inc.

Phone 604.921.6245

Fax 604.921.6007

contact_spaprofits.com

Eva Crespi

Spa Development

Amigó, 67, 3o2a

08021

Barcelona, Spain

Phone: 00 (34) 607 77 48 57

evuxca_gmail.com

Eva Crespi of Barcelona, Spain became a Spa Quality Certified Consultant in August 2008. Ms. Crespi specializes in the health and beauty industry and offers spa development, spa management and turnkey solutions in her consulting practice.
On November 18, 2005, SpaQuality LLC announced that Vivienne O'Keeffe, Spa Profits' President and CEO, earned the distinction of becoming the first SpaQuality Certified Consultant. Ms. O'Keeffe completed coursework in The International Standards of SpaExcellenceSM2005 (and each year through 2010) as well as accompanied SpaQuality LLC on an on-site SpaExcellenceSM certification assessment. Ms. O'Keeffe can help spas put quality management systems in place that will enable them to become SpaExcellenceSM certified. Ms. O'Keeffe assisted The Spa Ritual in Calgary in becoming SpaExcellenceSM certified in 2010.Spa Profits Consulting Inc. is a spa industry-specific consultancy that specializes, since 1994, in creating profitability in commercial spa operations- both existing and new; from concept to opening celebrations and daily spa operations. They have shown their many clients across Canada, the United States and Asia how to grow spa profit margins and manage risk by improving spa systems, enriching spa mission statements and philosophies, nurturing the spa's cultural authenticity, and developing spas as legitimately recognized health and leisure social resources.

About Spa Consultant CertificationMany spas put a quality system in place to comply with The International Standards of SpaExcellenceSM on their own. However, for those spas that need help, SpaQuality LLC has trained SpaQuality Certified Consultants to offer assistance. SpaQuality Certified Consultants have met the following requirements:- Have an established spa consulting business that includes spa business practices - Attended annual training courses on The International Standards of SpaExcellenceSM - Observe an on-site assessment for certification to The International Standards of SpaExcellenceSM by SpaQuality LLC - Actively promote SpaQuality LLC education and assessments.

Email: Info_SpaQuality.com

Phone: 302-426-0274

Phone: 302-426-027r

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