This article introduces a new service recovery method called Stealing Thunder - a proactive strategy to handle service failures which can have a significant impact on customer loyalty and trust. Stealing thunder implies the service provider identifies a service failure first and takes the initiative to report the failure to the customer before the customer has identified the service failure. When proactive service recovery strategies such as stealing thunder are used, there may not be a need to offer monetary compensation to customers following a service failure. Recommendations are provided to managers about incorporating "stealing thunder" in employee training. READ MORE

The global spa market is expected to grow at a compound annual growth rate of 5.66 percent by 2021, and brand positioning enabling premium pricing will be the market driver of that growth. But hotel spas should not be regarded with a "build it and they will come" approach. In fact, if your hotel has an 80-percent occupancy rate, it's not unfair to suspect your spa is utilizing only 15 percent of its capacity on average. The problem is that many spas are built as an amenity for the hotel. That mentality needs to change if owners expect to capture the revenue potential of the space, especially in a world that continues to move to a wellness mindset. READ MORE

Traditionally spa and wellness operations have been centered on performance and profitability, with little regard for architectural design strategies that will allow the spa to perform efficiently and operate from a seamless experiential platform. Innovative new spa & wellness designs will have a definite impact on the guest´s experiences and expectations and will make a difference in the bottom line of the Spa. Planning how to design an operating a Spa under the seven senses is vital for the financial success of the spa, and for the creation and implementation of a memorable, impeccable and unforgettable wellness experience for the guest. READ MORE

What if you could bring the spa to your guests, in the comfort and privacy of their hotel room? Many hotels have learned they can fill a gap in the service market by offering in-room spa experiences and amenities without the need for extra staffing. Opening the door for guests to enjoy the limitless benefits of spa in their rooms for small fees boosts revenue and aligns the hotel brand with a passion for wellness experiences, which are becoming more and more sought after among traveling professionals. Do your rooms offer experiences? READ MORE

Right now, at hotel resorts across the country, guests are enjoying the rejuvenating benefits of a spa day. They treat themselves to botanical facials, sip on complimentary beverages and indulge in an aromatherapy massage. But behind the scenes, an attentive spa staff is taking steps to mitigate risk and avoid potential workers' compensation or general liability claims. Spas regularly deal with workers' compensation claims, most often repetitive motion injuries and general liability claims resulting from slip-and-fall accidents. To help mitigate risk in their facilities, there are several best practices spas can put in place. READ MORE