Spa Directors Management Intensive Online

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Designed for spa managers, directors, owners and investors, this program provides a rigorous introduction to the key concepts of modern spa business management. Popular with working professionals, it is also invaluable to startup entrepreneurs. The program is delivered with Wynne Business’s trademark realism and frankness by veteran spa consultants and educators Lisa M. Starr and Peggy Wynne Borgman.

It includes modules on:

  • Creating world class customer service experience
  • Quality management and service recovery
  • Employee recruitment and selection
  • Training and appraisal
  • Effective leadership within the spa culture
  • Accounting essentials and financial management
  • Employee compensation
  • Marketing the spa today
  • Sales skills and processes for the spa environment
  • Successful retail programs
  • Effective service programs and menu design

This is a self paced program. If a student would like to finish in about twelve weeks, the SDMI includes about three hours of curriculum per week, consisting of lecture/presentations, reading, assignments and tests. The course text is included in the tuition fee.

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Spa Concierge Finishing School Part 4 – Mastering Complaint Resolution and Service Recovery

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In spite of all of the comprehensive training and support tools that you supply to your customer care team, sometimes, we just can’t make the client happy. This is not an “if” but a “when” occurrence, and is actually the best test of your customer care culture. This course provides strategies for handling these rare occurrences, and steps to decrease their frequency.

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Spa Concierge Finishing School Part 3 – Checkout That Maximizes Revenue and Retention

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What clients tend to remember most is their last interaction with a business; unfortunately, in the wellness and hospitality sector, that means that the checkout and bill paying can overshadow the enjoyment created beforehand. We’ll focus on tactics that build on this interaction to create rapport with the client and ensure an ongoing relationship.

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Spa Concierge Finishing School Part 2 – Mastering the Reservations Call

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Businesses spend a lot of energy and effort in marketing plans that result in phone calls, but then what? This course focuses on the many opportunities in this first interaction, and provides strategies to focus the conversation with the potential client so that you can turn that phone call into revenue for your business.

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Spa Concierge Finishing School Part 1- Mastering the Mindset of World Class Service

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These days, every business touts their excellent customer service, and yet we so often still do not experience it. Being able to actually provide a high level of customer care is not just a matter of training and handbooks; we’ll explore the roots and qualities of a culture of customer care that will enable your organization to consistently deliver on this promise.

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Spa Concierge Finishing School Complete Course (Units 1-4)

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At Wynne Business, we have always used the word “concierge” to describe the activities of the front desk support team, as their job goes well beyond just answering phones and greeting clients. Wellness and spa businesses continue to rise in popularity as clients seek treatments and products that will enhance their lives, and the experience of the guest while with a provider is crucial. But the first and last interaction with the business happens with a member of the concierge team, and these create impactful and lasting impressions on the likelihood the guest will recommend and return. The Spa Concierge Finishing School is a 4-part, self-paced online training course that will take an individual or a team through each of the four components of excellent customer care:

  • Mastering the Mindset of World Class Service
  • Mastering the Reservations Call
  • Checkout that Maximizes Revenue and Retention
  • Mastering Complaint Resolution and Service Recovery

Each 50-minute segment includes a power point audio & video presentation, and aptitude quiz. Choose one segment for a specific need, or for even better results, spend an hour or two each week bringing your entire support team through the series. It will be especially impactful when they learn together, and you should see an immediate improvement in focus and results from this crucial group of staff, who are often overlooked when it comes to training, and yet are one of your strongest links to building a loyal repeat clientele.

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