I very much appreciate the layout of the text; simplistic, smart and useful. Plan, Document, Manage, Evaluate. So often, those of us in Spa lean toward the creative, "right brain" personalities and live in a state of creativity; we forget to take our creative dreams and ground them in a system that will successfully bring them to fruition. If we all started with these 4 steps we would find success easier. LOVE the text - great work ladies, what a valuable resource you have created. Thank you!!!
The International Standards of SpaExcellence(SM)2014
A Quality System Approach for Spa Businesses
These 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.
The International Standards of SpaExcellence(SM)2014 are available as an electronic flip book (82 pages) for $35 US. Please note that the EXE file is not automatically delivered. The EXE file is emailed individually by Julie Register as soon as PayPal sends the order notification. Click on the yellow PayPal button to order your copy.
Spas and spa professionals in over 40 countries* have purchased The International Standards of SpaExcellence(SM) since the first edition was published in 2004.
About The International Standards of SpaExcellence(SM)2014
Our 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 spa industry continues to grow and change to meet ever-increasing Guest expectations. In order to stay current, SpaQuality LLC periodically updates its quality system framework, The International Standards of SpaExcellence(SM).
Linda Bankoski and Julie Register, Managing Directors of SpaQuality LLC, announced the release of The International Standards of SpaExcellence(SM)2014, A Quality System Approach for Spa Businesses, the sixth edition of The Standards, on September 30, 2013.
Key changes to the 2014 standards include:
An expanded emphasis on Guest focus, Clarification of scope (medical spas, dental spas, pet spas and auto spas are out of scope), Clarification of business reviews in the Intention and Strategy and Leadership sections, More detail about strategic planning and project management in the Intention and Strategy section, Clarification of roles and responsibilities throughout, More detail on sanitation in the Operations Support section, and More detail about corrective and preventive actions in the Improvement section.
Spas earn the trust of their Guests and keep it by being consistent and reliable and improving to deepen the relationship with each Guest. An excellent Guest experience is the result of a well-managed, disciplined Spa that provides confidence and meets or exceeds Guest expectations consistently. The International Standards of SpaExcellence(SM)2014 outline the essential elements necessary for managing Spa quality systems that enable Spas to do this and, ultimately, achieve long-term success. Excellent Spas demonstrate effective management in five key areas described in The International Standards of SpaExcellence(SM)2014:
Intention and Strategy - This defines what is important to the Spa’s success and creates a system to turn intentions into reality. Examples include characterizing the culture and behaviors, setting the Spa’s vision, mission, values, policies, operating principles, strategies and plans such as the Spa’s treatment menu and supporting infrastructure.
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 Spa’s effectiveness and efficiency. Examples include establishing the culture and behaviors, ensuring the Spa’s vision, mission, values, policies and operating principles are integrated into Spa operations, training needs analysis, hiring and training staff, allocating resources, deploying the strategy and reviewing key performance indicators of the business.
Guest Experiences - 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, treatment delivery (SOPs / protocols) and offering retail products.
Operations Support - 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, managing subcontractors and suppliers, product storage, and maintaining equipment and facilities.
Improvement - These processes identify problems that are 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 and staff feedback, finding and correcting problems at their source, Spa self-examination 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)2014 along with information on services offered by SpaQuality LLC including consulting, education courses, Spa quality system assessments, Anonymous Guest Assessments and, for Spas that seek public recognition of their management efforts, the SpaExcellence Certification process.
SpaQuality LLC is currently updating The International Standards of SpaExcellence(SM)2014, A Quality System Approach for Spa Businesses with Guidance and Examples (est. 200-300 pages) that will help spa professionals apply the elements of The Standards to their spa's quality system. Anyone who purchases the 2014 standards before the version with guidance and examples is published will receive a $35 US credit towards the purchase of the version with guidance and examples.
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 United 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 SpaExcellence(SM) 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)2014 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,
Smooth Operations Every Day
Education and Assessment
*Here are the 48 countries where spas have purchased The International Standards of SpaExcellence(SM):
Saipan, Northern Mariana Islands
United Arab Emirates
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