Spa operators need to face the reality and hold their properties against the light continuously -

Dubai-based IHC, a company specializing in providing undercover "mystery shoppers" to the international hospitality industry, has released the results of an anonymous investigations on a large number of branded Spa visits, mostly at 5 star rated properties around the globe, the physical treatment only seems to play a minor role when it comes to the total Spa Experience!

There are a number of issues where providers are confronted with or will have to face; regarding Integrity, Revenue as well as Service related issues in order to get and keep their guest's happy and RETURNING.

A short list of the most common Integrity issues:

• Language barriers – wrong treatment method applied toward medical history of guest
• Careless health checks previous to the treatments
• Use of oil and scents provoking allergic reactions
• Broken hardware: broken or worn security fences around sauna heaters
• Broken lamp coverage in steam rooms and saunas
• Slippery flooring, when wet and having been provided branded slippers
• Insufficient lighting at the sink to be able to shave safely
• Unable to lock or give in your valuable items confidently 

Revenue related issues:

• No walk-in or same day treatments due to understaffing or other reasons
• Language barriers resulting in: No (up)selling of treatments or products
• Not respecting the time foreseen for the treatment
• Usage on one size towels (mostly extra large) 

Service related issues:

• No respect of the guest's privacy or during the treatment
• No clocks installed in the changing area nor hot area so how to know when it's your turn for the treatment
• Lockers with digital coding, difficult to operate without wearing glasses or lenses
• Disturbing noises in the corridors
• Missing hooks close to showers, in changing rooms, close to the sauna, even a missing clothing hook in the treatment room to hang your bathrobe might be very annoying
• Too strong air conditioners
• Missing relaxation area's
• No outside access for getting fresh air
• No disposable razors
• No disposable hair combs 
• Fresh bathrobes on the floor in your locker
• Missing tumblers
• No water or refreshments disposed in the hot areas
• Hair blowers wrongly installed, sometimes even close to the floor
• Insufficient towels at disposal or distributed
• Staff hanging around in the changing rooms
• Tips driven staff

"Turkish Delight; one of the best experience was in one of the up-market hotels in Istanbul, this while having been attributed a personal assistance, making sure that nothing failed during my visit of the Sauna, Hammam, Pool or even in the changing area.

Tea and water were being served continuously, fresh towels were reached…..although this was nearly too good to be true, it could set the stage for others." says Paul Bol Raap, Managing Director of International Hospitality Check (IHC).

Mr. Bol Raap invites any Spa or Hotel operator who wants to experience their operations through the eyes or ears of potential guests to visit the website or contact him directly. IHC offers the ability to log Mystery Visits into their global on-line reporting system so they can be shared with a client's training department, supervisors and respective staff members in an effort to raise the level of service.

Paul Bol Raap, Managing Director, International Hospitality Check, Tel: +32(0)477/599993

www.internationalhospitalitycheck.com