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Our Spa Director’s Management Intensive returns to the West Coast, January 30-February 2

Registration Closed

Co-taught by Peggy Wynne Borgman and Lisa M. Starr of Wynne Business Spa Consulting and Education

If you own, manage, or plan to invest in a spa, this program is a must.

If you’re already involved in spa operations, this seminar will help you tackle your toughest management challenges. If you’re planning to open or acquire a spa, you’ll leave this program with a clear understanding of the requirements for business success. If you’re considering a career change or advancement into spa management, the Spa Director’s Management Program will put you miles ahead of the competition.

You’ll have a chance to meet other spa industry professionals, a diverse group of people, and often an international one. Participants typically represent a variety of industries and greatly enrich the program with their input. You’ll create a support network that will prove invaluable as your business or career grows. The small size of the class ensures individual attention and maximum interaction.

Attendees return to the workplace with new tactics and new understanding the fundamentals that underly spa success. Our enormous take-home course text becomes an invaluable everyday reference for busy directors who need ideas and help fast. (How do we know? Whenever we visit our graduates at their spas, we see the textbook open on their desktop!) Attendees enjoy an Industry Discount at adjacent Preston Wynne Spa during their stay.

Unlike most management training courses, the Spa Director’s Management Intensive is rigorously updated and relevant to the current business climate. Hot button-topics like yield management and mid-recession employee morale issue are part of the curriculum. Unlike most other consulting/education firms, we actually own and operate a successful 27 year old day spa with fifty employees. We’re in the trenches with you in this difficult business climate–we have to walk our talk. We share what’s working now.


Financial management skills for directors and managers

• Overcoming your “fear of financials: financial literacy made easy

• Managing by the numbers: how to really use the information you get from your financial statements

• Budgeting basics: how to set financial goals that make sense

• Positive cash flow vs. profit: the critical difference

• Capture rate and its impact on the stay spa financial plan

• How to evaluate the effectiveness of your employee compensation plan

• Best practices in compensation design

• Performance incentives to motivate your team when you can’t give raises

• Plugging the profit “leaks” in your operation

• Understanding the impact of discounts and promotions

• Understanding the legal and accounting issues of gift card sales

Sales and Marketing

• The only three ways you can grow your sales

• Marketing modalities for spas: what works, what doesn’t

• Event marketing essentials

• Marketing trends: the good, the bad, the ugly

• Millenials vs. Boomers: understanding the next generation of spa goer

• Best practices in spa web presence

• Getting the most out of your printed marketing collateral

• The why and how of spa packages

• Social media: roles, responsibilities and ROI

• Advertising: where to spend your budget now

• Understanding yield management

• Crafting more compelling and less expensive marketing offers

• Understanding your real cost of customer acquisition

• What “retention” means in your spa (it’s different for day, stay and med spas)

• The role of the local market in hotel spas’ success

• Introduction to Selvice: seven steps to better customer service and higher sales

Successful Spa Programs

• Establishing your Therapeutic Vision

• Why the spa menu drives vendor selection–not the other way around

• The pros and cons of “branded” treatments

• Innovation vs. profit: keeping it simple

• Trends in menu and program design

• Modular menu design

• Customization vs. chaos: how to offer one without getting the other

• Understanding the real cost/benefit of a new service

• Optimizing workflow while ensuring safety and customer satisfaction

• Best practices for managing back bar costs

Retail Management

• Ending the disconnect: making retail happen in a spa

• How to use a Home Care Consultant

• Creating a more profitable retail mix

• Best practices for optimizing your inventory turns

• Ending the sales leaks in your store

• Salesflow: redesigning internal processes to support sales success

• Effective recommendation tools that spa employees love to use

• Scripting that sells

• Best practices for partnering with vendors

• Basics of visual merchandising and display


• Understanding social styles and their impact on interpersonal communication

• What your team needs from you and how to give it to them

• Recruitment: how to hire the best employees

• Why the customer actually comes “second” in a great spa

• Why you’re doing everything yourself and how to stop it

• Why you can’t motivate your staff and what to do about it

• How to produce great staff meetings

• Best practices in employee discipline

• Performance appraisals that improve performance

Quality Management


• Moments of Truth: why little things are a big deal to your guest

• The Experiential vs. Transactional spa

• How to manage quality in the “closed door” spa environment

• “We don’t need another hero”: how consistency creates great service

• The three essential ingredients of world class service

• How to instill a “quality” mindset in your entire team

• Spa Speak 101: helping your team communicate with quality

• Process improvement 101: how to make things better, faster

• Teaching your team to effectively resolve complaints and perform service recovery

• Comps, refunds and redos: how to use them wisely

• Inspection: the key to success

3 Responses to Our Spa Director’s Management Intensive returns to the West Coast, January 30-February 2

    • Hi, Rebekah,
      We’re holding the next Spa Directors Management Intensive March 13-16, 2011, in Saratoga. We don’t have a program planned for the Northwest, though we’re always interested in hearing if there is demand in that area.
      We hope you can make the program next month!

about-us-icon-new3About Us

Meet Lisa Starr, Wynne Business consultant.