What does the future of resort spa and wellness look like, and how can operators balance timeless hospitality with evolving guest expectations, emerging technologies, and business profitability?
Recorded live at the We Work Well event in Pasadena, this episode of StarrCast Podcast brings together host Lisa Starr and three industry professionals for candid conversations about innovation, spa leadership, operational challenges, and the expanding role of wellness in hospitality.
First, Alex Marcus, Director of Sales for Hospitality at Ammortal, introduces the Ammortal Chamber, a multi-modality wellness experience designed to support relaxation, recovery, and mind-body connection. She explains how the technology combines red light, near-infrared light, vibroacoustic sound therapy, and other modalities into customizable sessions.
Then, Lisa sits down with Michelle Kelthy, Director of Spa at The Ritz-Carlton, Naples, and Penny Kriel, Director of Spa and Wellness for Salamander Resorts. Drawing on decades of international spa experience, they explore the realities of managing large resort spa operations while maintaining world-class customer experiences.
From staff engagement and therapist retention to treatment menu engineering, retail sales, dynamic pricing, and the growing demand for longevity and recovery experiences, the conversation offers practical insights for spa and wellness operators navigating a changing industry.
The discussion also looks ahead to a future where wellness extends throughout the resort, connecting spa services with fitness, nutrition, sleep, and personalized guest experiences.
What You’ll Learn
- How emerging wellness technologies can complement traditional spa treatments and enhance the guest experience.
- Why ongoing staff training, leadership development, and employee retention remain essential to operational success.
- How spa directors are balancing treatment room utilization, staffing shortages, and revenue optimization.
- Why thoughtful guest consultations, personalized treatments, and retail recommendations can strengthen trust and loyal clientele growth.
- How dynamic pricing and strategic menu engineering can support spa profitability.
- Why integrated wellness programming, including longevity, recovery, fitness, and nutrition, is becoming increasingly important in resort hospitality.
Episode Highlights
- 00:40 – Exploring the Ammortal Chamber and multi-modality wellness technology
- 06:26 – How cruise ship careers shaped today’s spa leaders
- 10:59 – Maintaining exceptional guest service through training and leadership
- 15:14 – Treatment room utilization, innovation, and timeless spa experiences
- 22:26 – Personalized treatments, sleep, and longevity programming
- 26:55 – Therapist development, retail sales, and meaningful guest consultations
- 33:18 – Dynamic pricing strategies and spa revenue optimization
- 36:08 – The future of integrated wellness across resort properties
Meet the Guests
Alex Marcus – Director of Sales for Hospitality at Ammortal, introducing an innovative wellness chamber that combines multiple modalities into personalized experiences.
Michelle Kelthy – Director of Spa at The Ritz-Carlton, Naples, bringing decades of international spa leadership experience and expertise in luxury hospitality, staff development, and guest service excellence.
Penny Kriel – Director of Spa and Wellness for Salamander Resorts, overseeing multiple resort spa operations with a focus on operational performance, staff development, and integrated wellness programming.
Closing Insight
As resort spas evolve into broader wellness destinations, successful operators must make thoughtful decisions about technology, staffing, service standards, and profitability. The opportunity lies in preserving the enduring value of personal care while developing meaningful wellness experiences that meet guests’ changing needs.
Listen to StarrCast Podcast for more conversations with global spa and wellness leaders shaping the future of hospitality.
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