pulse spa magazine january february 2016

J A N U A R Y / F E B R U A R Y 2 0 1 6 P U L S E . E X P E R I E N C E I S PA . C O M

PAST PRESENT

ANDFUTURE

THE SPA INDUSTRY

AT THE CROSSROADS

During an official trip with ISPA President Lynne

McNees to represent ISPA at the PROMED Conference

in Costa Rica, I can’t help but be reminded of this age-

old truth.

Connecting with other leaders in the global health

and wellness industry and hearing some of the

challenges they face as they continue to strive to move

the needle and push the industry forward, I realize the

vast opportunities for ISPA to support and grow our

international partners.

Today, more than ever, we need to break down cultural barriers that divide us and open

our community to collaborative partners from different parts of the world in order to embrace

diversity of ideas that could spark new resources and ways of thinking for the spa industry.

One great benefit I see is access to spa products and solutions by international resource

partners that have yet to bring their products to the U.S. market due to a lack of distribution

channel. By opening our doors to international partners, we mutually ensure the sustainable

growth of a global spa industry.

The sharing of knowledge is another big reason to think global. While at Costa Rica for

the event, I learned a thing or two about Costa Rican culture from the warm hospitality of

the spa employees themselves, understood how thermal water is a big part of the Costa

Rican spa experience and discovered that there is an actual “cloud forest” much like a

rainforest. Fascinating, indeed!

If we are to truly embrace the New Year as an opportunity to start new beginnings, let us

start with this. Let us build a spa community not restricted by borders—whether that’s

geographic, cultural or one that exists only in our heads. We may live in a small world, but

we are all bound to leave a big footprint if we choose to make a difference.

—MICHAEL TOMPKINS, CHAIRMAN

2 PULSE � January/February 2016

ISPA BOARD OF DIRECTORS

CHAIRMEN’S COUNCIL

Past ISPA Chairmen who are current members:

Gayle Brady • Brady Spa Consulting

Jeff Kohl • Spa & Club Ideations

Jean Kolb • Well By Choice

John Korpi • Korpi & Korpi

Kate Mearns • 5 Spa Consulting LLC

Jim Root • Glen Ivy Hot Springs

Jane Segerberg • Segerberg SpaConsulting, LLC

Deborah Waldvogel • Sedona Resorts

2016

ELECTED OFFICERS

CHAIRMAN Michael TompkinsPALM Health

VICE CHAIRMANTodd ShawLa Quinta Resort & Club

SECRETARY/TREASURER Laura ParsonsESPA International (US) Ltd.

IMMEDIATE PAST CHAIRMAN Ella StimpsonThe Spa at Sea Island

DIRECTORSSharilyn AbbajayISPA Foundation Vice Chairman

Noel AsmarNoel Asmar Group, Inc.

Blake FeeneyFeeney & Co.

Michael HarmsworthESPA International (US) Ltd.

Todd HewittFour Seasons Toronto

Kristine HuffmanHuffman Hospitality Concepts

Garrett Mersberger Kohler Co.

Julie Oliff St. Regis Aspen Resort

Frank PitsikalisISPA Foundation Chairman

Eric StephensonWell World Group

Dawn TardifBodiScience Wellness Center & Spa

Todd WalterRed Door Spas

Lynne McNeesInternational SPA Association

MEDICAL ADVISORBrent A. Bauer, MDMayo Clinic

FROM YOURCHAIRMAN

It’s a small world, after all.


THE MAGAZINE FOR THE SPA PROFESSIONAL

Pulse is the official publication of the International SPA Association, a member organization for the spa and wellness industry. Copyright 2016.

All rights reserved. No part of this publication may be reproduced without written consent

of ISPA. All inquiries should be sent to Pulse, 2365 Harrodsburg Road, Suite A325,

Lexington, KY. 40504 USA. Canadian publication agreement No. 40042114.

PULSE ACCEPTS LETTERS TO THE EDITOR. Please include your name, title, company,

address, phone and email address. Only your name, title, company and location will be

published in the magazine. The editor reserves the right to edit for clarity and content. By

submitting the letter, you are giving ISPA publishing rights.

Pulse (USPS 017-893, ISSN 15259226) is published 10 times a year – January/February,

March/April, May, June, July, August, September, October, November and December

by Associations International, 2365 Harrodsburg Road, Suite A325, Lexington,

Ky., 40504. Periodicals postage paid at Lexington, Kentucky, and additional mailing

offices. POSTMASTER: Send address changes to Pulse, Attn: Member Services, 2365

Harrodsburg Rd., Suite. A325, Lexington, Kentucky, 40504, USA.

PULSEis the magazine for the spa

professional. As the official

publication of the International

SPA Association, its mission is

to serve as the preeminent

resource of expert insights,

trends, tools and research to

help spa professionals create

innovative solutions and make

informed business decisions.

EXECUTIVE

Lynne McNees • ISPA President

EDITORIAL

Mae Mañacap-Johnson • Editor

DESIGN

Marja Walker

ADVERTISING AND SALES

Tara Finn

ADVERTISING COORDINATOR

Ashley Roberts

PRODUCTION MANAGER

Chris Guzicki

EDITORIAL OFFICESInternational SPA Association

2365 Harrodsburg Road, Suite A325

Lexington, Kentucky 40504, USA

Phone: 1.859.425.5062

1.888.651.ISPA (4772) • Fax: 1.859.226.4445

experienceispa.com

FOLLOW US ON TWITTER! @ISpaDoYou

LIKE US ON FACEBOOK!International SPA Association


“In the end, you onlyregret the chancesyou didn’t take. Bebold; take chances fortomorrow is neverpromised.”

MARION PHOTOGRAPHY STUDIO

#PulseEmoji ChallengeDOMINO’S GAVE US AN IDEA. Borrowing their creative concept of using pizzaemojis to place orders (read “Pulse Points” on page 14), we’re throwing our own

#PulseEmoji Challenge. Using fun emojis, let us know on social media how you

plan to kick-off your New Year for some fun conversations and a chance to win

inspirational resources by New Harbinger Publications. As for Pulse, we plan to

ring in 2016 with a bang! That’s right, we go big because we’re cool like that!

—MAE MAÑACAP-JOHNSON, EDITOR@ISPAPULSEEDITOR

W hen I think of welcoming the New Year, I think of the many

“what ifs”—not to dwell on regrets but to remind me to take

chances. What if you say yes to a new opportunity? What if you

commit to losing weight and changing your diet? What if you start your own

business? What if you leave a broken relationship? What if you let go of grudges?

What if you live life with a sense of adventure?

In the spa world, the New Year may bring to light the usual uncertainties.

What if we fail to anticipate new consumer attitudes about health and fitness

(read “Ask the Expert” on page 54)? What if we are unable to meet new

consumer demands, such as cryotherapy, for fear of potential risks (read

“Conversations” on page 24)? What if the competition edges us out by getting

ahead with technology (read “On the Edge of Wellness Technology: Changing

the World of Health and Fitness” on page 34)? What if we fail to identify

potential leaders within our team and, in the process, lose them to competitors

who are better at finding and nurturing future leaders (read “Next Generation:

How to Spot Future Leaders” on page 42)?

To be certain of the future, learn the lessons of the past as well as understand

present indicators that could provide insights on how the future may evolve. Ask

the all-too-important “what if” questions to give you the courage to envision the

future. In the end, you only regret the chances you didn’t take. Be bold; take

chances for tomorrow is never promised.

JANUARY/FEBRUARY

2016


VOLUME 26ISSUE 1

On the Edge of Wellness TechnologyChanging the World of Health and FitnessBY MAE MAÑACAP-JOHNSON

34

Past and PresentA Look Back at Forecasts and TrendsBY MAE MAÑACAP-JOHNSON

28

Welcome to the ISPABoard ofDirectors

27

Creating a Gossip-Free ZoneHandling Office Politics and Workplace Drama

BY ANDREW DEWSON48

Into the FutureBY MAE MAÑACAP-JOHNSON30

HOW TO SPOT FUTURE LEADERS

BY ANDREW DEWSON

42


2 From Your Chairman

6 Pulse Preview

14 Pulse Points

18 Member Profile: YeloSpa San Juan

Attracting Spa Guests Through

Unique ‘Sensorial Experiences’

BY MAE MAÑACAP JOHNSON

22 Member News

BY TARA SALAH ELDIN & SARAH HARMON

24 Conversations: Dr. Lauren Munsch

Dal Farra • Co-CEO of Palm Health, LLC

BY MAE MAÑACAP-JOHNSON

pulse.experienceispa.com

To welcome 2016, Pulse takes a look at the

spa industry’s “Past, Present and Future.”

How far has the industry come? What is the

spa industry’s health at present? Where is

the industry headed?

COVER PHOTO © SHUTTERSTOCK

63

56

53

24 54

IN EVERY ISSUE32 SEE + BE SEEN

53 A Day in the Life: Pam Lancaster

Master Healer, Awakening the Divine Self

Miraval Resort & Spa, Tucson, Arizona

BY CHRISTINA BUSWELL

54 Ask the Expert: Nadejda Popova

Euromonitor International Senior

Analyst - Travel

56 Success Stories: Eric Ghedin

CEO, Silhouet-Tone

57 ISPA Foundation

58 Product Spotlight

59 ISPA Snapshot Survey

60 ISPA News and ISPA Calendar

63 Social Connections:

Kate and Shawn Boyer

CEO and Creative Director of

Anatomie

64 End Notes

18

ABOUT THE

COVER


PULSE POINTS

Research firm trendwatching.com identifiesfive top consumer trends that may affecthow brands will market their products andservices as well as potentially shiftconsumers’ perspective on value and drivetheir purchasing decisions.

Top Consumer Trends for 2016

1. Status TestsIn 2016, status remains the top motivator that drives thepurchasing decisions of consumers, especially those inaffluent markets. However, there’s a twist to this trend, andit’s called “exclusivity.” According to trendwatching.com,consumers will be open to undergo a “status test” whichforces them to actively prove their worth to the brands theywant to buy from if that means they become part of anexclusive community.

WHO’S DOING IT: Denim brand Lee Jeans launched acampaign in October 2015 across 32 cities in China topromote its range of heat-retaining denim. Consumerswere encouraged to brave the cold weather and exploretheir cities while tracking their movements using theWarmth Tracker WeChat app. Consumers earn points byscanning QR codes scattered across locations. In exchangefor points, they could earn denim products and access toexclusive events.

January/February 2016 � PULSE 15

2. Contextual OmnipresenceSay goodbye to omnichannel. Instead, say hello toomnipresence. Contextual omnipresence means smart brandswill soon understand that it’s not about pursuing the latestsocial platform, but on the understanding of the “why” ratherthan the “how” in their strategies. According to trend-watching.com, “smart brands will focus on answering a moremeaningful equation: innovative channels + nuanced contexts= right place + right time.”

WHO’S DOING IT: Domino’s recently launched its PizzaAnyWare initiative. The pizza chain offers consumersmultiple ways to place their orders, from using voicecommands such as Siri-like app called Dom, to tweeting or texting their orders using a pizza emoji using theirsmartphones. To allow consumers to track pizza’s arrivaltime, the company launched the Domino’s smartwatch app.

WHO’S DOING IT: GrabTaxi, a taxi booking app thatoperates across South East Asia, launched a worker welfarefund for its drivers in Thailand. The GrabLife driver welfareprogram sets aside 14 percent of the journey fee it receivesinto the GrabLife fund. Drivers who meet the quality andloyalty criteria are then eligible for life insurance, incomeprotection and crisis support.

WHO’S DOING IT: French budget airline Transaviaoffered a fun way for consumers to associate the cost of aTransavia plane ticket to small grocery store purchases.The airline created branded packets of chips, candy andcereal bars sold at participating shops, vending machinesin metro stations and at a cinema in Paris. Customers whobought the products could use a code printed on thepacket to secure a flight to Barcelona, Lisbon and Dublin.

WHO’S DOING IT: Google is working on a machine-learning program called Smart Reply, which automaticallycrafts email responses. How? It scans email content andsuggests three responses so users can simply select theirpreferred option and press send. Over time, the programlearns the user’s response habits to create a more naturalemail response option.

4. Beneficial IntelligenceThis year, there will be more clamor for brands to utilizeartificial intelligence (AI) to put smart products and servicesinto their pockets, homes, inboxes and more. The underlyingmotivation for this trend is to employ the use of smarttechnology in order to make human lives better.

3. Insider TradingCreating a good and ethical work culture may not besomething new in the world of business, but consumers willcontinue to demand that companies must treat theiremployees fairly and right. There may be two good reasonsfor this. First, consumers are concerned about purchasinggoods produced in vulnerable workers in developingcountries. Second, they have learned to empathize withwhite-collar workers due to the growing job insecurity inaffluent countries.

5. Perspective ShiftsCrowdfunding and new business models are helping to createa shift in consumer perspective in terms of how they viewproducts and services. Consumers are more likely to be openthan ever to innovations that play with and attempt to disrupttheir thinking around value.


MEMBER PROFILE

W ith more and morespas opening eachday, competing in thewellness arena has

become more cutthroat than ever. Spaswith a unique selling proposition,however, are often able to edge out thecompetition. YeloSpa San Juan, forinstance, draws in spa-goers by offeringa unique set of treatments and amenitiesthat provide guests a sensorialexperience unlike any other. For one,while other spas opt for the highlycommon nature or rustic interiors thatmany guests have come to expect in a

YELOSPA SAN JUANAttracting Spa Guests Through Unique ‘Sensorial Experiences’BY MAE MAÑACAP-JOHNSON

spa, YeloSpa San Juan embraces anentirely different aesthetics. In fact,stepping into the 5,000-square-foot spaawash with chroma lighting is likewalking into a sci-fi movie set—modernand futuristic.

Innovative ConceptAs a brand, YeloSpa is a brainchild ofNicolas Ronco. Constantly sufferingfrom jetlag due to regular businesstravels, Ronco came up with a uniqueidea of a spa that provides not just theusual spa services like massages andfacials, but also detox and power nap

treatments. Opened in 2007, YeloSpa is most known for its unique zero gravity sleeping pods in New York City,ironically known as the “city that neversleeps.”

Just weeks after the spa first openedin Manhattan, word reached MitchelRivera, who visited the spa and wasimmediately struck by its innovative spaconcept. Despite this, the idea ofopening YeloSpa in Puerto Rico’s capitalcity didn’t dawn onto him until later in2012, when he found a spa brochuresaved from his first visit. Rivera soonreached out to Ronco with an idea to


expand theYeloSpa brand

outside New York. Combining his hospitality background as experiencedirector for an international luxuryhospitality brand and passion forwellness, Rivera launched YeloSpa SanJuan in 2014 with an initial investmentof US$1.5 million. In May this year, thespa marked its first-year anniversary.

Per-Minute RatesAs a full service spa, YeloSpa San Juanhas a total of eight treatment rooms anda couples’ room. The spa takes on adifferent approach to spa menu, stream-lining treatments into three maincategories: massage, skin care andnapping.

“The Puerto Rican guests love theeffectiveness of our no-menu policy andthe flexibility of our per-minute pricingmodel where they can customize theirexperience,” Rivera says.

Treatments come at a fixed hourlyrate and a per-minute price is added onfor guests who would like to extendbeyond the standard one-hourtreatment. For instance, a 60-minutepower nap costs US$60, but guests havethe option to pay a dollar per minute ifthey intend to sleep beyond a full hour.This unique pricing model allows gueststo not only customize their spaexperience, but also tailor the treatmentaccording to their budget.

“YeloSpa San Juan is practicallytwice in area size compared to the NewYork location, which allows us to addamenities that enhance the day spaexperience,” Rivera says.

Two of these unique additions are itsYeloDry and WetDry areas. At itsWetDry cave, guests can indulge in itssalt-water Flotarium, Rainfall Hallwayand VaporRoom. According to Rivera,the Rainfall Hallway is designed withnine shower heads that spray water withvarying temperatures to help stimulatethe body’s blood flow. At the Flotarium,40,000 particles of salt are dissolved intothe therapeutic pool, which creates azero-gravity sensation, similar to floatingin the Dead Sea. Finally, the VaporRoomis infused with a scent of eucalyptus tohelp reboot the senses.

Attached to the spa is a YeloDry BloBar wherein guests can conveniently havetheir hair styled or get a mani or pedi aftera spa treatment. The addition of the blobar has made the spa attractive to brides-to-be planning their bachelorette party, asit offers the convenience of a one-stopplace to de-stress and get their full partyglam on.

“The Puerto Rican guestslove the effectiveness of our no-menu policyand the flexibility of our per-minute pricing model where they can customize theirexperience.’”

MITCHEL RIVERACEO • YeloSpaSan Juan, Puerto Rico


MEMBER PROFILE

Spa open date: May 1, 2014

Square footage: 5,000 square feet

Number of treatment rooms: 8

Number of full-time spa staff: 15

Guest ratio percentage (female vs. male): 60 female vs. 40 male

Method of staff payment/compensation: Massage therapistsand estheticians get a 28 percentcommission out of every service

Signature treatment: Waterology

Product lines used: Naturopathicaand Mesoestetic

Contact: YeloSpa San Juan105 de Diego Ave.San Juan, Puerto Rico 00911

Phone: 1.939.204.0497Website: yelospa.com/sanjuan

ABOUT THE SPAGuests and DemandsThe majority (60 percent) of the spa’sguests consists of female spa-goers—and this was clearly evident during thespa’s most successful marketingcampaign launched in time for last year’sMother’s Day.

“We partnered with Fiat. The ideawas that, when purchasing a gift cardfor mom, the car company would pickher up before and after her treatment! Itwas a great success and increased oursales for the month of May up to 50percent compared to sales in the samemonth period of the previous year,” hesays.

In terms of treatment demands,Rivera says there’s a growing interest inthe spa’s signature therapy calledWaterology. Performed at the Flotarium,therapists perform a massage treatmenton to the guests’ feet, hands and headwhile guests detoxify and let go incomplete surrender to the feeling ofweightlessness.

Rivera says, after a year of operations,he has observed that their guests return to

the spa not just to relax, but also toaddress specific body aches. This hasshifted Rivera’s focus to hire qualified staffmembers and provide proper training totherapists. “We have a three-stepinterview process. We hire most of ourtherapists from local schools and we arelucky to have amazing talents to join theteam. We also have a lead therapist in-charge of monthly continuing education,”he says, adding that therapists are furthercertified in Waterology, an exclusiveservice at YeloSpa San Juan.

In addition, YeloSpa offers stretchingtherapies and a space called Cloud Nine,where the spa holds life coaching andguided meditation sessions. Theseunique offerings, along with the spa’ssense of exclusivity, add to the sensorialexperiences that help YeloSpa San Juanwin over spa-savvy guests. n


MEMBER NEWS

THE SPA SHIFT Announcements marking spa industry players on the move.

BY TARA SALAH ELD IN AND SARAH HARMON

GIVING BACK1. Starwood Associate Relief Fund (SARF) celebrates a decade of giving. Stamford, Connecticut’s

Starwood Hotels & Resorts Worldwide Inc. created SARF, a nonprofit, in the wake of HurricaneKatrina. Since its official launch in the spring of 2006, it has granted over US$4 million to 3,350associates at owned, managed and franchised properties across the world.

2. Makes Scents Natural Spa Line, of Lancaster, Pennsylvania, held its second annual drive for thelocal homeless women and children. All donations were given to the Clare House, which offershelp and assistance to women and children who find themselves homeless as a result ofabusive relationships, addiction or loss of employment.

OPEN FOR BUSINESSNaturopathica has opened Naturopathica Chelsea Healing Arts Center & Spa inNew York City. Offering a 360-degree approach to wellness, NaturopathicaChelsea offers on-site treatments complemented by at-home remedies andrituals. Guests can choose from a wide array of experiences, including herbalmassage treatments, holistic facial treatments, beauty products and a Sensory& Meditation Lounge. The center comes with six treatment rooms, a VitalityBar and a unique Remedy Bar, which offers an herbal dispensary of teas, herbs,tinctures and essential oils.

Verna Lasvigne-Fox Todd ShawAndrea Foster Jessica WadleyKatherine BlakeRobert VanceJames Riley

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� Four Seasons Resort Seychelles has appointed VernaLasvigne-Fox as its new Senior Spa Director.

� Edouard Ettedgui is stepping down from his role as GroupChief Executive with Hong Kong’s Mandarin Oriental HotelGroup, but will remain as a non-executive director until endof March. James Riley is taking over Ettedgui’s role as GroupChief Executive.

� Marcus Hotels & Resorts, based in Milwaukee, Wisconsin,has named Andrea Foster its new Senior Vice President,Development.

� Todd Shaw is the new Director of Spa, Fitness, Tennis andWellness at La Quinta Resort & Club in California.

� The Well & Being Spa at The Fairmont Princess, ofScottsdale, Arizona, has welcomed Robert Vance to its teamas its new Managing Director.

� Katherine Blake, former ISPA employee, is the new SpaOperations Supervisor at Mandarin Oriental Washington,D.C.

� Jessica Wadley is now the Vice President US BusinessDevelopment Spa/Massage at Oakworks, Inc. based in NewFreedom, Pennsylvania.

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BRILLIANT IDEAFairmont Raffles Hotels International Inc., of Canada, has launcheda new global cocktail program designed by elite bartenders. Guestscan experience the product of elite mixologists from around theworld coming together with Fairmont’s new global cocktail menu,created by the new Fairmont Tastemakers.

MEMBER UPDATES1. Located in Brazil, Kurotel Longevity Medical Center and Spa has received the

Crystal Award for Best Wellness Travel Property in South & Central Americaand the Country Award for Best in Brazil at the 2015 Wellness Travel Awards.Spafinder Wellness 365 announced the winners at the World Travel Market inLondon.

2. Two Bunch Palms Resort & Spa has announced a change in ownership.Located in Desert Hot Springs, California, the property is now owned by CCLHoldings. The resort and spa is the first sustainable wellness resort of its kindin the U.S., and CCL Holdings is committed to promoting sustainable well-being. The property has undergone renovations and expansion in recent yearsand the new partnership will further its enhancement and growth initiatives.

3. Celebrating its 100th-year anniversary, Claremont Hotel Club & Spa hasrecently been rebranded and renovated. Located in Berkeley, California, theiconic property is part of the Fairmont Hotels & Resorts brand. The renovationincluded an update of the hotel’s lobby, lounge and bar, all 276 rooms and theaddition of a new restaurant.

4. El Segundo, California’s Murad Inclusive Health Spa and Medical Group andthe Beauty Changes Lives Foundation have awarded five esthetics studentsUS$2,250 tuition scholarships. Winners were selected based on their essays,inspiration boards and online videos describing their visions of how anesthetics career would change their lives and others. The spring applicationwindow opens March 14, 2016.

5. Red Door Spas, based in Stamford, Connecticut, has acquired Manicube, apioneer in delivering in-office beauty and grooming services. Founded threeyears ago, Manicube was intended to improve the lives of working women byproviding nail services in corporate offices. Today, it also offers men’sbarbering and chair massages. The integration of these two companies willcreate a more customized and convenient beauty and wellness experience forcustomers.

6. Monte Carlo Spa & Salon, of Las Vegas, Nevada, transformed into a weddingvenue while hosting the GEICO Rock ‘n’ Roll Las Vegas Marathon & ½Marathon’s 10th annual Run Thru Wedding. Around 210 couples from aroundthe world either exchanged vows or renewed their vows at the mid-race event.

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PULSE:What is a cryotherapy? Dr. Lauren Munsch Dal Farra: Historically, rolling in thesnow, standing under ice cold waterfalls, swimming in a hole cut in the ice, and ice baths were used in many cultures for invigorating the mind and body, and for reducing inflammation,pain, muscle soreness or swelling. Cryotherapy has emerged asthe modern technology today where a person is exposed tosubzero temperatures (-150°F to -300°F), for a period of one tothree minutes, in order to evoke physiological reactions to cold.Low temperatures are obtained by chilling the air with liquidnitrogen vapor and applying it either locally, on selected parts ofthe body, or generally, on the entire body as with the cryosaunaor cryochamber.

P:Who developed Whole Body Cryotherapy?MDF: Whole Body Cryotherapy was originally developed in1978 by Dr. Toshiro Yamauchi who treated patients for pain andinflammation associated with rheumatoid arthritis in Japan usingcold (cryo) procedures. His studies indicated he could signifi-cantly reduce the soreness and pain his patients felt duringmanipulation of their joints, because the rapid decrease oftemperature of the outer layer of skin led to the immediate releaseof endorphins; therefore, less sensitivity to pain. Scientists inGermany and Poland further developed this method. The third

cryochamber in the world was developed in Poland in 1989, andfurther research promoted the commercialization of thecryochamber, which then gained popularity among professionalathletes. The Olympic rehabilitation center in Spala, Poland,which serves athletes and sport teams around the world, openedin May 2000 and has since been offering cryotherapy duringtraining and injury rehabilitation. Research in Europe on WholeBody Cryotherapy has been prominent over the last 30 years.

P: How often can guests safely have cryotherapy?MDF: The treatment lasts one and a half to three minutes.Usually, two to three sessions per week is adequate to experiencethe benefits; however, many people report results after one to twosessions. For people undergoing intensive exercise training,physical rehabilitation or treatment for rheumatic arthritis andother inflammatory conditions, the best therapeutic effects areobtained by using cryotherapy twice a day, with at least a three-hour interval between procedures over the course of at least twoto three weeks. Sessions should not exceed three minutes.

P:What are some of the potential benefits of thistreatment?MDF: Whole Body Cryotherapy triggers the release of endor-phins, which induces analgesia (immediate pain relief). The

CONVERSATIONS WITH DR. LAUREN MUNSCH DAL FARRA

DR. LAUREN MUNSCH DAL FARRA was first introduced to the

cryochamber when she visited a spa in Southern France that focused

on providing treatments to athletes. “I tried it for low back pain and

noticed a positive effect after the first session,” says Dr. Munsch Dal

Farra, who specializes in cardiology. At the spa, she met a woman

with multiple sclerosis who was wheelchair-bound several years prior

to starting a Whole Body Cryotherapy (WBC) treatment. “After six

months, she was able to walk again. She attributed her improvement

to the cryochamber since she used no other treatments during that time,” she says, adding that

personally hearing the woman’s story has further piqued her interest in cryotherapy.

Later, Dr. Munsch Dal Farra founded and now serves as co-CEO of PALM Health, LLC, a Missouri-

based integrative medicine and wellness center that offers facilities like hyperbaric chamber, salt

room and a cryotherapy chamber.


immediate effect of skin cooling and analgesia lasts for fiveminutes, but the release of endorphins can have a lasting effect,where studies demonstrate that the signs of inflammation inblood tests may remain suppressed for two to three weeks.Furthermore, if the treatment is combined with physiotherapy, theintensity of the therapy can be amplified due to the pain reductionof cryotherapy, which can improve long-term outcomes as well.

There are many potential benefits but the most commonlydocumented by research and patient testimonials include anti-inflammation, improved mood, deep relaxation, euphoria, muscleand joint pain relief, and improved healing of several inflammatory mediated skin conditions, such as psoriasis.

P: Are there pieces of evidence that supportcryotherapy’s health benefits?MDF: Most of the research on cryotherapy has been done inJapan and Europe and have focused on the benefits for patientswith rheumatic arthritis. Multiple studies have demonstrated thatthe short-term pain reduction offered by Whole BodyCryotherapy facilitates intensive application of physiotherapy and

SAFETY IN CRYOTHERAPYTo ensure that guests are safe during a Whole Body

Cryotherapy treatment, Dr. Munsch Dal Farra offers the

following precautionary measures:

1. It is important to protect the extremities and fragile areas of

the skin. Ensure that guests are wearing dry socks, gloves,

underwear, and a sports bra for women.

2. For those using a cabin chamber with whole body

immersion including the head, wear a headband and face

mask to cover the mouth, nose, eyes and ears.

3. Do not exceed the recommended time even if guests

request to go for longer.

4. Have a spa therapist or technician check the guest’s blood

pressure prior to cryotherapy to ensure that the blood

pressure is not high.

The client should always be with an attendant and never left

alone in the chamber at any time during the session, or during

entry or exit of the unit. It is very important that the therapist or

technician is extremely attentive to the client. The technician

should remain very focused as he or she is responsible to stop

the session early if the client is uncomfortable or wishes to end

the session for any reason.

occupational therapy in patients with inflammatory rheumaticdisease and has led to improved outcomes in this patientpopulation. Research also suggests a possible role for WholeBody Cryotherapy as a short-term adjuvant treatment for moodand anxiety disorders. In general, most research has involvedsmall groups of patient or athletic populations over shortdurations of time, and more high-quality research is needed tobetter define the health benefits and risks.

P: Aside from therapeutic claims, the treatment alsoclaims to be anti-aging. Can you explain how, medically,cryotherapy can offer anti-aging benefits?MDF: The skin reacts to the cold by stimulating the body to gointo survival mode, constricting peripheral blood vessels andshunting blood from the extremities to the core of the bodywhere the blood is enriched with oxygen, enzymes and nutrients.After the treatment, as the body re-warms, the blood vessels inthe periphery of the body dilate and this nutrient-rich blood ispushed back to the extremities. Studies suggest that the enrichedblood flushes toxins from subcutaneous layers, initiates the cell


CLICK HERE to read some reliable scien-tific studies that support the therapeuticclaims of cryotherapy, as compiled by Dr.Munsch Dal Farra.

An Impact Cryotherapy Whole Body Cryotherapy unit

• Decreased muscle soreness

If you are seeking new ways to attract guests to your spa and provide them with a unique experience, contact us today to learn more.

and

404.445.4992 [email protected] www.impactcryo.com

renewal process, and promotes rejuvenation of the body at thecellular level. Cryotherapy has also been reported to increasecollagen production; therefore, improving skin tightening andrejuvenation. These, combined with the anti-inflammatorybenefits and release of endorphins, have led to cryotherapy beinglabeled as an “anti-aging” technique.

P:What are some of the dangers involved in this typeof treatment? MDF: Cold intolerance and temporary nausea are potential sideeffects. Frostbite is definitely a possibility and has been reportedin cases where a person enters with damp or wet socks orclothing.

P:What are the health risks that may prevent a spaguest from having the treatment? MDF: Relevant contraindications include uncontrolled hyper-tension, serious coronary disease, arrhythmia, circulatorydisorders, Raynaud’s phenomenon (white fingers), cold allergies,serious pulmonary disease, or the obstruction of the bronchuscaused by the cold.

P: How do you envision cryotherapy to fit into the spaworld?MDF: The current trend demonstrates that cryotherapy will

grow over time as a service in medical spas and those thatspecialize on sports recovery treatments for athletes. Moretechnology is being developed to localize cryotherapy treatmentsfor the face and neck, which I envision, will become more popularin spas because it will be more affordable and easier to managethan providing Whole Body Cryotherapy. n

“The current trend demon-

strates that cryotherapy will

grow over time as a service in

medical spas and those that

specialize on sports recovery

treatments for athletes.”


Sharilyn AbbajayA 21-year active ISPAmember, Sharilyn Abbajaywill serve as ISPAFoundation vice chairman.Currently the senior vicepresident of operations,brand development andretail concepts forElizabeth Arden Red DoorSpas, Abbajay has morethan 35 years ofexperience in the spaindustry and previouslyserved as the vicepresident of global spa,retail and fitness forMarriott International.

Michael HarmsworthMichael Harmsworth hasbeen pivotal in the development and growthof ESPA since its launch in 1993.Prior to joining ESPA,

Harmsworth worked inmanagement andmarketing consulting roles for many blue chipcompanies based inLondon. He has spearheaded ESPA’s significant growth andexpansion, driving allaspects of the business,including the day-to-dayoperations, strategicplanning, growth andcorporate development.

Recently, the newest members of the ISPABoard of Directors took office, joining a prestigious group of spa industry leaders.

Welcome to theISPA Board of

Directors

Returning to the ISPA Board • Also, join us in welcoming back Blake Feeney[Feeney & Co], Todd Hewitt [Four Seasons Toronto] and Julie Oliff [St. Regis Aspen]to the 2016 ISPA Board of Directors. Todd Shaw [La Quinta Resort & Club] alsoreturns on the ISPA Board in his new role as vice chairman. They will serve inaddition to the current directors: Michael Tompkins (chairman), LauraParsons (secretary/treasurer), Ella Stimpson (immediate past chairman), FrankPitsikalis (ISPA Foundation chairman), Sharilyn Abbajay (ISPA Foundation vicechairman), Noel Asmar, Kristine Huffman, Eric Stephenson and Todd Walter.

Dawn TardifFounder and president ofBodiScience WellnessCenter & Spa since 1990,Dawn Tardif has more than25 years of experience inthe health, wellness andspa industry. Tardif earnedher degree in AyurvedicMedicine from theInternational AyurvedicInstitute in 1999. Shestudied with top Ayurvedicleaders Dr. Deepak Chopra,Dr. David Simon, Melanieand Robert Sachs and EveTaylor. Tardif also holdscertifications in AllopathicMedicine from the BostonUniversity Mini-MedicalSchool as well as Anti-aging Nutrition andClinical Aromatherapy.

Garrett MersbergerWorking for both Kohler Co.and ClubCorp, Mersbergerhas been in the hospitalityindustry for more than 15years. As director forKohler Waters Spas, heoversees the Kohler WatersSpa at The American Club,Kohler Waters Spa in BurrRidge, Illinois, and theKohler Waters Spa at theOld Course Golf Resort andSpa in St. Andrews,Scotland. In addition tothese roles, Mersberger is amember of ISPA’s volunteertask force as well as amember of the LakeshoreTechnical CollegeHospitality Advisory Board.


The Integration of the Spa and Mainstream Medical HealthISSUE: OCTOBER 2010

An article entitled “Seeing the Future: The Spa Industry inMainstream Health Care” breaks down game-changing trends thatcould affect mainstream health, including the rise of hybrid spasand evidence science. Today, we’re seeing this trend come of lifewith several hospitals integrating spas into their facilities andmedical physicians referring patients to spas for fitness programsand relaxation treatments.

Six years since the trend was forecasted, the industrycontinues to see the realization of the fusion of spa and

mainstream health, including the groundbreaking collaboration of Mandarin Orientaland Mayo Clinic.

Launching early this month, the program will provide guests access to MayoClinic’s medical expertise right within the spa of Mandarin Oriental Bodrum in Turkey.Mayo Clinic’s medical staff will be on-site to conduct a thorough assessment as wellas provide program recommendations that are tailored for the guest’s wellness needs.Be on the lookout for a full feature about this game-changing partnership in a futureissue of Pulse magazine.

This “Past, Present and Future” issue of Pulse magazine makesit fitting to dig through the archives and look back at some ofthe game-changing trends and bold forecasts highlighted on its pages.

Which ones have come true and which ones have fizzled out? More importantly,which trends are continuing to shape the spa industry at present?


PAST AND PRESENTA Look Back at Forecasts and Trends

The Growing Number of Male Spa-GoersISSUE: MAY 2011

The article “The New Male Consumer” explored the growingspa demographic. The feature highlighted data from ISPA’s2010 U.S. Spa Industry Study, which indicated that about 45percent of spas introduced packages for the male spa-goers.Fast- forward to today, men still remain a highly growing marketfor the spa industry. In fact, according to the ISPA FoundationConsumer Snapshot Initiative: Volume IV Male ConsumerInsights, men now represent almost half (47 percent) of thespa-going population in the U.S.

“...the industrycontinues to see the

realization of thefusion of spa and

mainstream health...”


The Rise of Social Mediaand Mobile MarketingISSUE: JULY 2011

The article “Surfing the MarketingChannels,” takes a look at emerging newmedia that are changing the way

businesses do marketing. The featureindicated that, as of April 2011, Twitterofficially claimed to have 175 millionregistered users with 95 million tweetsbeing written daily. Today, based onTwitter’s company facts, these numbershave grown to 320 million active userswith an estimated one billion unique visitsmonthly to sites with embedded tweets.

The social media trend continues toshape the spaindustry. Spasnow understandthe importanceof having astrong socialmedia presence,especially sincethe majority ofspa-goers heavilyuse social media.In fact, accordingto the ISPAFoundation Consumer Snapshot Initiative:Volume V Social Media & the Spa-Goer,

55 percent of male spa-goers used socialmedia to research a spa while 35 percenthave booked a spa treatment online.Among female spa-goers, 39 percent haveentered a competition on social media towin a spa treatment while 29 percent

have provided an onlinereview.

The Growth ofSustainabilityISSUE: MARCH/APRIL

2013

Timothy Kenyon of GfKGroup, a market researchinstitute, providedcompelling data aboutconsumers’ view on“sustainability” or “going

green.” Cost, he said, is the largest barrierthat prevents many consumers fromembracing a sustainable product. In fact,data from GfK’s Green Gauge GlobalStudy showed that 61 percent of globalconsumers agree that green products aretoo expensive. Despite this, sustainabilitycontinues to be a topic of importance formany consumers and within the spacommunity. In fact, 2015 ISPA

Conference & Expo speakers Alice Watersand Scott Harrison echoed the need toembrace ethical sourcing and sustain-

ability during their talks at the GeneralSessions.

The Need for AuthenticityISSUE: MAY 2013

In an interview with B. Joseph Pine II,leading expert on “The ExperienceEconomy,” he brought to light the“authenticity” trend. “In a world ofincreasingly paid-for experiences, peopleno longer accept the fake from thephony, but want the real from thegenuine,” Pine says. Today, spascontinue to find ways to differentiatethemselves from competition byrendering authentic experiences that arecustomized and unique for their guests.

The Increase of Interest in Medical TourismISSUE: MAY 2014

Euromonitor International Travel &Tourism Manager Michelle Grantprojected that the global market forhealth and wellness tourism will grow by21 percent and reach US$129 billion by2017. “Consumers globally are leadingvery hectic lives, so relaxation and stressrelief remain key drivers,” she says.

The Demand for Fast-LaningISSUE: MARCH/APRIL 2015

The article “Top Trends for 2015: WhatDo Consumers Want?” highlight trend-watching.com’s trends on emergingconsumer attitudes and behaviors. Oneof the trends mentioned is “Fast-Laning,” which stresses time-starvedconsumers’ demand for fast service andsolutions. Starwood, Hyatt and Hiltonhotel chains are among the companiesthat have rolled out fast check-in or outsolutions via an app and the use ofsmartphones as room keys. Today, spascontinue to innovate and introducetechnology-driven solutions to provideguests quick booking access andengaging online experiences. n

TO READ ALL trends and to access Pulse archives, go to experienceispa.com and login as an ISPA member.”


Into the

Key Indicators“I believe that the recent trends of time-sensitivity, convenience, and cost-effectiveness will continue to drive theindustry toward adopting efficiency-drivenmodels to develop and market beautyproducts to their customers. I would notbe surprised if, in the next five years, wewould see consumers choosing ‘one-stop-shop’ spa service centers, whichconveniently provide everything—from apedicure to a hair restoration consultation,all while serving up smoothies and a liveworkshop on stress management andwork-life balance,” Caviar of SwitzerlandPresident Irina Mark says.

Lidya Wati, President of Austin-basedSpa Réveil, believes that the spa of thefuture may be changed by consumers’

ongoing demand for value. “One of thekey indicators today is that spa-goers aremuch more value-conscious, demandingnot only great service, immediate resultsand convenience but also expecting toenjoy these at discounted pricing. Withincreased competition in the industry,providing treatments, amenities andservice level that will be acceptable tothe value-conscious spa-goers withoutdiminishing the spa’s bottom line is oneof the most critical and challenging tasksfor spas today,” Wati says.

She cautions that while discountingis a great way to stimulate sales andimprove the bottom line with the rightimplementation strategy, excessivediscounting could potentially dilute thebrand and the true value of spa

services. “To achieve the right balance,we make an effort to engage with ourclients and obtain their feedback so weunderstand what they truly value,” Watisays.

To do this, the spa encourages guests to share their spa experiencesthrough an app tailored specifically togain guest feedback. Social media hasalso driven a higher demand to engageguests in a more personal way. Watirelies on digital newsletter, social mediaand events to engage and inform clientsof the latest spa treatments, news andpromotions. “We also have a VIP Clubthat offers exclusive benefits to our VIPs. This strategy has helped usconnect with our clients on a deeperlevel,” she says.

Continuing the “Past, Present and Future” themeof this issue, Pulse takes apeek into the future. Whileno one holds a crystal ball to predict how spas andconsumer preferenceswould exactly evolve inthe next few years, it’ssafe to say that thereare current keyindicators that mayhelp foretell futuredemands.

FUTUREBY MAE

MAÑACAP-JOHNSON

LIDYA WATIPresident • Spa Réveil • Austin, Texas


Less Products, Better ResultsIn terms of products and treatments,Wati has seen an emerging trend ofthose that cater to niche marketsegments, such as products that arevegan or gluten-free. “So while thedemand for organic ingredientscontinues to grow, this emerging trendpresents an opportunity for even greaterproduct and treatment offerings andspecialization,” she says.

Mark, on the other hand, thinks thatthere are opportunities for a wider rangeof multifaceted spa products in thefuture. “Think ‘wonder cream’—an all-in-one moisturizer, wrinkle-reducer andaromatherapy candle,” she says. “Thelatest consumer trends seem to indicatea tendency among guests to try to getgreater results in a shorter amount oftime using less number of products.Tomorrow’s spas will need to be evermore nimble, adaptable and customerservice-oriented to meet this wave ofrising expectations.”

Technology will continue to be adriving force on how the spa industry’streatments will evolve. “It seems that,lately, innovative technologies have beenemerging and evolving ever more rapidly,dramatically changing the spa industrylandscape. More spa providers now offerhighly technical services, such as intensepulsed light and new laser rejuvenatingtreatments, which bring about dramaticresults in a short period of time,” Marksays.

In addition, she expects more spa-goers will spend less on luxury andmore on important and pervasive healthissues, like stress management. “It’simportant to note though that differentdemographics (e.g. male, female, anddifferent age groups) differ significantlyin their preferences, so it’s veryimportant to tailor-fit your marketingapproach. For example, male spa-goerswant a process that is simple, user-friendly and offers fast results.

Millennials, on theother hand, tend toprefer high-techtreatments,” shesays.

Blurring theLineMark believes that delin-eation between high-end day spasand hotel spas will soon be blurred.“The most interesting shift, in myopinion, is occurring in the hotel spasegment where hotel spas are nowactively attracting local clientele inaddition to serving hotel guests. I expectthe distinction between traditional high-end day spas and hotel spas will fadeover time as the two segments reinventthemselves to expand market reach andmaximize operational efficiency,” shesays.

Spa Réveil, for instance, is a goodexample of an upscale day spa thatdraws both hotel and local guests. Thespa was tapped by The Westin Hotel tobecome a spa partner when the hospi-tality brand opened at The Domain, anupscale shopping destination. “We arefortunate that our spa was designedwith a hotel/resort spa concept in mind.Given our location at The Domain, Iwanted to create a luxury spa sanctuarythat offers unique amenities and experi-ential rituals typically offered only at ahotel or resort spa,” Wati says.

In terms of travel experiences,findings from a survey by MarriottRewards Credit Card from Chase predictthat extreme hotel experiences may notbe too far away. According to the report,about half of all surveyed travelers (51percent) believe extreme hotel experi-ences, such as a private hut over the

ocean or taking a zip line to yourtreehouse will be possible in the future.

Euromonitor International SeniorAnalyst - Travel Nadejda Popova (readmore on Ask the Expert, page 52) hasseen a similar trend. “Demand fortourism will remain strong but due tothe increasing pressures of work, thefuture is likely to see a continuation ofthe trend towards shorter, more frequentand more adventurous trips,” she says.

Technology will play an even moreimportant role in the future of hospi-tality. In fact, the same Marriott Rewardssurvey reported that sixty-one percent oftravelers believe that hotels in the futurecatering to their guests through 24/7virtual concierge services will soon be areality.

In the end, whether all these projec-tions are bound to come true or not,one thing is certain: the best way topredict the future is to create it. n

WHAT’S THE future in global medical and wellness tourism?Click here for more Euromonitor International insights.

IRINA MARKCEO • Caviar of Switzerland • City, State


HOLLYWOOD LOUNGE.Le Mieux Cosmetics’ SkinPerfecter—an ultrasonic, “do-it-yourself” professional beautytool—made its Hollywood debut as aproud sponsor at EXTRA’s 1st Annual“WEEKEND OF | LOUNGE” event.Held at The London West HollywoodHotel, the event celebrated an extraor-dinary year of television. EXTRA hostMario Lopez and teen celebrity,Zendaya, were among the Hollywoodstars spotted testing the Skin Perfecter.

SEE + BE SEEN

WALK LIKE AN EGYPTIAN.Models wore Egyptian-inspired lookson the runway as they sported CND’s24 gilded nail designs during TheBlonds Spring/Summer 2016 Show atMILK Studios in New York. Inspired byCleopatra, the Sphinx and variouselements of Egyptology, the fashioncollection and nails are best describedas dramatic handcrafted treasures.

NEW HEADQUARTERS. Makes Scents Spa Line marked therelocation to its new headquarters at 336 N. Charlotte St. in Lancaster,Pennsylvania with an open house and ribbon-cutting ceremony.

CELEBRATING 25 YEARS.International Day Spa, located inRedlands, California, unveiled itsremodeled spa during its 25thanniversary celebration. During theevent, guests enjoyed express spatreatments and refreshments.

International Day Spa owner Corri Vara with Dr.

Howard Murad, who served as guest presenter.

Also present during the event was guest speaker

and International Day Spa founder, Mimi Barre.

From left: James E. Buerger, senior vice president, chief lending officer at Community First Fund; Lawrence Keating,

SCORE Lancaster-Lebanon chapter president; Craig Lehman, Lancaster county commissioner; Nathan R. Kreider,

co-owner, Makes Scents Natural Spa Line and Heather J, Kreider, co-owner, Makes Scents Natural Spa Line.


ONE-YEAR PARTY. SpaBlue at Del Mar, an eco-luxury day spa inNorth County San Diego, marked its one-year anniversary by treating guests toa live entertainment, refreshments and mini spa treatments from partners suchas Phytomer, Epicuren, SpaRitual , HydraFacial , Osmosis Pur MedicalSkincare, Body Bliss, COOLA and NuFACE . SpaBlue’s anniversarycelebration supported the ALS Association - Greater San Diego Chapter .

FITNESS FOR CHARITY. The Las Vegas Spa Association (LVSA)held its 3rd annual charity event called “Tough Love Fitness.” Trainer JoAnnaPapageorgiou led the “Team LVSA” class through a vigorous “cross-yoga-stretch-fit” workout. The event raised awareness and provided funds to benefitNextStep Fitness, which assists persons living with paralysis and other physicaldisabilities. Team LVSA raised over US$5,000 for the charity.

COMMITTEE MEETING.Performance Health held its 17thannual Scientific AdvisoryCommittee meeting (known asTRAC) in Vancouver, Canada.Seventeen researchers and clini-cians, representing five countriesand expertise in physical therapy,chiropractic, exercise science,athletic training, and massagetherapy, presented their research onPerformance Health products.

SpaBlue’s Spa Director Jane Terry, ALS Association

Board of Directors Keith Miller and Spa Development

Manager Joanne Berry were all smiles at the event.

Epicuren Regional Director of Sales Robin Grisham,

SpaBlue Master Esthetician Victoria Heydari and

NuFACE National Accounts Manager Page

Schlumpberger were present to help Spa Blue

celebrate its anniversary.

TOP PRIZE. Bellus Academymassage therapy instructor EvelynConway won a Chevy Cruse LS, thetop prize in a Great Clips raffle drawingwhich celebrated CosmetologyEducator Appreciation Month.

Bellus Academy Director David Yocum, massage

therapy instructor Evelyn Conway and Mark Fisher,

owner of Topeka Great Clips.

WELLNESS TALK. A fewmembers of the ISPA community werespotted at the Global Wellness Summit(GWS) in Mexico.

Walt Disney Company Spa Director Ginger McLean,

Living Earth Crafts Vice President of Sales Brian

Paris, ISPA board of directors Frank Pitsikalis, Noel

Asmar and Todd Walter.

Cheryl Patella, spa director, Williams Island Spa;

Ilana Moses, founder & CEO, Florida Spa

Association; Wendy Bosalavage, president,

American Leisure and Dr. Karen Koffler, medical

director, Carillon Hotel & Spa.

Changing the World of Health

and Fitness

ON THE

OFWELLNESS

TECHNOLOGY


From tracking devices, on-demand videos to

wearable technology, the world of spa has completely

been changed by technology. In fact, according to a study

entitled “The Wellness Deficit: How Millennials Truly View

Health and Fitness” commissioned by Technogym, 72 percent

of millennial respondents would like the ability to track fitness

data whenever and wherever, 43 percent would like accurate data

provided and 40 percent plan to use wearable technology for fitness

purposes.



Garrett Marshall, vice president ofMinnesota-based virtual group fitnesssolutions called Fitness On Demand,says there are at least two waystechnology is changing the health andfitness world. “First, technology ismaking current fitness offerings morescalable and trackable. Traditional activ-ities like fitness classes or live sessionswith a personal trainer can be accessedby video and/or on your mobile deviceanywhere around the world. Second,technology is enabling fitness to reachmore people or a new audience. You see

this with consumer-facing devices likewearable technology,” Marshall says.

He adds that technology has forcedbusinesses to rethink their mobilecontent delivery strategy. “As the hospi-tality/spa sector continues to understandthe value of fitness on their guestexperience, we see more operators incor-porating these elements to their owndigital experiences, such as websites andmobile apps, by delivering fitnessvideos, nutrition information andlifestyle content,” Marshall says.

Technogym National Sales Manager

of Hospitality Jay Muller says technologyhas enabled spas and fitness clubs tomotivate, entertain and educate guestson a scale that was previously thoughtimpossible. “Technology can provide a360-degree view of a person’s healthover time while allowing users toquantify each step of their exercise effortin real-time. It also assists exerciseprofessionals in monitoring clients andprescribing workout plans to help themmeet their goals,” he says.

In addition, Muller points out thattechnology provides entertainment and

GARRETT MARSHALLVice President

Fitness On DemandChanhassen, Minnesota

“Technology is making current fitnessofferings more scalable and trackable.Traditional activities like fitness classes orlive sessions with a personal trainer can beaccessed by video and/or on your mobiledevice anywhere around the world.”


(CONTINUED ON PAGE 38)

motivation in the form of online inter-action and competition. “Technology ismaking it easier for exercise to be fun,engaging and productive for anyone,anywhere in the world,” he says.

This aligns with findings fromTechnogym’s study which indicated that77 percent of millennials would like theirworkout at the gym as interactive aspossible while 44 percent believe thatgyms will evolve by 2020 to be “relaxed,interactive, customized and fun.”

Wearable TechThere are several emerging technologytrends that are helping changeconsumers’ view on health and fitness,one of which is wearable technology.

Responding to market demands,Technogym rolled out mywellness cloud,an open platform that syncs with a hugevariety of wearables and monitoringapps, allowing users to see all the datacollected in one place.

“Wearable technology has turned theidea of exercise into an all-day activity,comprised of the cumulative effort,” saysMuller. “According to our study, 65percent of millennials think it isimportant to monitor and track progress.The study also projects that the use ofmobile app technology is set to rise from56 percent to 74 percent by 2016.”

Will Stein, CEO of Philip Stein, a Florida-based company that

JAY MULLERNational Sales Manager, HospitalityTechnogym Fairfield, New Jersey

In PwC’s “The Wearable Future”report, more than 80 percent of respondents listed eating healthier,exercising smarter and accessing moreconvenient medical care as importantbenefits of wearable technology.

“Businesses must evolve theirexisting mobile-first strategy to nowinclude the wearable revolution anddeliver perceived value to the consumerin an experiential manner,” saysDeborah Bothun, PwC’s U.S. advisoryentertainment, media & communica-tions leader. “Relevance is the baseline,but then there is a consumer list ofrequirements to enable interaction withthe brand in a mobile and wearableenvironment.”

“A good manufacturer will help yousolve problems on the front-end and create a realistic schedule for installation and launch.”


ON THE EDGE OF WELLNESS TECHNOLOGY

(CONTINUED FROM PAGE 36)

manufactures and designs luxury acces-sories powered by natural frequencytechnology, agrees that self-trackingdevices, such as BewellConnect applica-tions and products that help usersmonitor their own health, will continueto change the health landscape.

Disconnecting to ConnectBut the future holds more than justwearable technology that connects.There may also be a demand forproducts that help users to disconnectfrom the outside world. Stein believesthat technology’s always-connectedfeature may actually work to the spaindustry’s advantage. “Becausetechnology keeps us always wired, Ibelieve there will be an increased needfor spa, health and regeneration centersin the future.”

In the process, he thinks that thiswould help create a demand forproducts that allow guests to reconnectwithin themselves. For instance, PhilipStein’s watches and bracelets, embedded

with a proprietary natural frequencytechnology, are designed to enableguests to achieve a relaxed mental andphysical state. “Everything on earthoperates ideally when exposed to naturalfrequencies,” Stein explains. “We striveto reconnect people with nature, itsenergy and frequencies. When we are inthis state of mind, our body completelyrelaxes and a lot of positive things canhappen during this stage. This is a statewhere the spa guest is completely opento receiving a treatment and profitingthe most from it. Our technology is nota replacement for a spa treatment. Onthe contrary, it is an adjunct.”

Virtual FitnessThe idea of virtual access to data andfitness programs anytime and anywhereis shaking up fitness and health clubs.Now, with companies like Fitness OnDemand—which offers video-basedgroup fitness classes and workoutprograms—have gone virtual, allowingfitness studios to access on-demand

videos via large on-site screens. The digital demand has also sparked

the reinvention of fitness equipment.Treadmills are no longer just for running.Now, they are also equipped with virtualfitness coaches. “Technogym has success-fully implemented interactive coaching,workout suggestions and customizedfeedback for the user into our equipmentdesigns. The ability for a person to stepinto the gym and have on-demandcoaching or guidance from its fitnessmachine is new and exciting, and itallows more people to access high-qualitytraining programs at any time that theirschedule allows,” Muller says.

To make exercise interactive, virtualcompetitions are even built into some ofthe fitness equipment. “With equipmentthat can access a vast worldwide networkof challenges and courses, exercisers havethe ability to connect with others at anytime and take advantage of the motivationprovided by competition. Fitness facilitiescan also utilize virtual competition for a

WILL STEINCEOPhilip SteinMiami, Florida

“Because technology keeps us alwayswired, I believe there will be an increasedneed for spa, health and regenerationcenters in the future.”


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number of effective social initiatives,”Muller says. A good example of suchinitiative is Technogym’s “Let’s Move for aBetter World” campaign whichencouraged fitness facilities withTechnogym equipment to competeagainst each other while helping raiseawareness about childhood obesity. Thefacility with the highest number of“moves” was given the chance to donatea set of technology to a school of itschoice.

But there is no doubt that virtualfitness’ biggest benefit is mobility,allowing users to access health data orfitness routines anywhere, anytime.Marshall believes that mobile heart ratetraining, a type of virtual technology, willbecome another big trend. “Companieslike MYZONE provide low-profile heartrate straps that guests can use at home oron the go. The device stores up to 16hours of data that gets stored in thecloud, enabling travelers to achieve theirfitness routines or goals in any destinationaround the world,” he says.

Integrating TechnologyWhen choosing the right technology forone’s spa or health club, Marshall’s adviceis simple: Avoid the hype.

“Most technology products requireimplementation, not just installation. Animportant question to ask before makingany wellness technology purchase is: Do Ihave the complete resources (i.e.,technical, training and projectmanagement) to introduce this?” he says.“My suggestion is to be fully aware of thepurpose and value behind what you are

implementing and ensure that you havethe resources to integrate it properly.”

Marshall also stresses the importanceof entering into a partnership with acompany with strong leadership. “Ibelieve that leadership is an importantquality to look for, as a form of riskmitigation. Often ‘new technology’ alsomeans ‘new company,’” he says.

moving from one piece to the next.Another important step to integration isensuring that your facility has the properInternet, cable and electrical configura-tions needed for optimal equipmentperformance.”

Even better, it is a good idea to notsimply rely on a salesperson; instead, havea representative from the company’sservice department audit your facility’scurrent capabilities. “A good manufacturerwill help you solve problems on the front-end and create a realistic schedule forinstallation and launch,” he says.

He also advises spa owners to askpotential resource partners for a full list oftechnological capabilities, including thosethat they may not currently intend to use,in order to factor in how consumerdemands may evolve in the future. “Theyshould research the manufacturer’sreputation for technological stability andask for more than one reference of clientscurrently using the technology in a facilitysimilar to their own,” he says.

Ongoing support, including setup,maintenance and warranty coverage, isequally important for spa owners to lookinto. “Spa owners should be clear onwhat aspects of the technology arecovered under the product warranty andhow they will be fixed or replaced ifneeded,” he says.

Ultimately, while smart spa businessowners understand the importance ofstaying on the edge of technology, it’svital to not lose sight of what’simportant: adding value to guests’ spaexperiences. Data need to be translatedinto insights and insights need to bemade into actionable spa programs soguests can truly understand the fullpotential of wellness technologies asthey relate to improving their health andwell-being. n

CLICK to access Technogym’s ‘The Wellness Deficit: How MillennialsTruly View Health and Fitness’ infographic.

Muller, on his part, says the mostimportant thing to consider is ensuringthat the product is user-friendly. “Staffmembers should be well-trained on howto assist clients in getting started but thetechnology should be intuitive enoughthat the user feels empowered to takecontrol,” he says. “Offering a completeline of equipment from a single manufac-turer provides a seamless experience andhelps users to develop a level of comfort

“Businesses mustevolve their existingmobile-first strategyto now include thewearable revolutionand deliverperceived value tothe consumer in anexperientialmanner.”

ON THE EDGE OF WELLNESS TECHNOLOGY

(CONTINUED FROM PAGE 38)


BY ANDREWDEWSON

How to Spot Future Leaders


fresh year often requires us to look intothe future. Aside from year-longstrategic plans, every spas andbusinesses also need to think long-term, such as identifying andnurturing future leaders who canstep in in the event of adeparture of existing leadership.

Spa managers, owners anddirectors must think long andhard about succession.Who is going to run thisplace if I get sick? If Ihave an accident? If I

decide to retire? It is an easy trap to fall into, working so hardand getting so caught up in the daily demands of running abusiness that succession plans are pushed very low on thepriority list.

Succession PlanningForbes magazine contributor and founder of compensationconsulting firm, The Delves Group, Donald Delves said thatsuccession plans are “perhaps the most important job ofcorporate boards. Without a strong succession-planningprogram, companies are not prepared to fill openings createdby retirements or unexpected departures, nor are they able tomeet demands for additional corporate leaders resulting fromgrowth.” That is advice that should resonate with everybusiness owner, large or small.

Seeking potential leaders is also something that nobusiness can afford to leave until after the event. Delvescontinues to say “the posture of many companies is to bereactive, not proactive. Boards at reactive companies findthemselves conducting searches…an undertaking that mostdirectors find extremely challenging. Though executives insenior positions at other companies may be ‘proven products,’bringing them in does not guarantee successful leadership.”


Leadership QualitiesBeverly Fox-Crismond, spa director at OneOcean Resort Hotel and Spa on AtlanticBeach in Florida, says that spa owners needto be on the lookout for employees withskills that are hard to teach. “To be engagingis hard to come by,” she says, “but every-thing else that comes with leadership, suchas marketing and budgeting skills, isteachable. A great leader for the spa industryis someone who feels most comfortable inputting the well-being of both guests andemployees high on their priority list.”

She adds that, in identifying futureleaders, she looks for three primary qualities:a thirst for knowledge, ability to keenly listenand ability to handle themselves well instressful situations.

Another thing that cannot be taught in aclassroom or in a textbook is passion for the spa industry. Thatis a sentiment echoed by Arnaud Dieutegard, spa director at theFour Seasons Bora Bora in Indonesia. “Future leaders are aproject not just an idea, but without passion, nothing elsereally matters,” he says. “Future leaders also take ownership ofchallenges and mistakes and resolve them with long-termsolutions.”

For leaders with good succession plans, spotting potentialfuture leaders is something that starts even before a newassociate is hired. Gaye Steinke, general manager of Park HyattBeaver Creek – Allegria Spa in Beaver Creek, Colorado, says shespecifically looks for potential hires with the ability to takeinitiative, naturally invoke trust and with a sense of compassionto serve others.

“First, maintain a ubiquitous search for talent both insideand outside your organization and develop relationships withpotential staff before positions are even open,” says Steinke.“Second, consider using advancements in technology andpsychology. We use a Predictive Index tool to overlay the

talents we seek with the candidates seeking employment to the needs of the position. We also use the tool to identifybehaviors in the existing work force to promote the rightassociate into available opportunities throughout thecompany.”

Focus on TrainingSpotting that initial leadership ability is perhaps the hard part,but just because a business owner may not feel that any oftheir staff is showing that potential does not mean it isn’tthere at all. Training is a very important next step, somethingthat can spark a passion that may not have been previouslyapparent in a junior staff member.

Fox-Crismond says that having a plan in place to develop,train and spot talent is crucial. “Our training starts on dayone. When we see potential, we challenge that individual andtrain to achieve promotion. Once a candidate is acknowl-edged, a very goal-oriented training plan is put into effect.Every aspect of the position is carefully dissected and

“The worst mistake a leader can make is to fear

another will outshine their talents. Successful leaders

surround themselves with the best and brightest.”

— GAYE STEINKE • General Manager Park Hyatt Beaver Creek - Allegria Spa • Beaver Creek, Colorado


explained to the employee. Role-playing and hands-ontraining are very important to training leaders.” As she puts it, an employee that displays a “thirst for knowledge” issomeone who needs to be nurtured for future leadership.

Seeking leadership potential internally is something everyspa should consider, especially among small day spas whereinthe number of workforce may be lean. The prospect of hiringexternally is often a challenging prospect. Owners andmanagers need to be on the lookout for staff members whoshow potential not only in how they deal with customers butalso in how they deal with stressful situations.

Four Seasons also has an intensive Manager in Trainingprogram in place for future leaders, which is designed to givepotential leaders the tools they need to accelerate their careersand succeed as future leaders.

“We have a monthly training schedule to develop allemployees, as well as a web-based platform with video andtraining courses available. We also have a mentorship

program which is very successful,” Dieutegard says, addingthat Four Seasons also conducts an annual review ofperformance in order to establish and assess the staff devel-opment plan.

Learning OpportunitiesWithout continued training, any business manager or ownermay find themselves unable to fill a leadership role when theythemselves cannot do work, potentially a disaster for anybusiness. Therefore, the importance of preparation cannot beoverstated—“it won’t happen to me” is not a convincing orwise business plan.

While training is more formal (and still very important),nurturing future leaders with the kind of soft skills they willneed to develop must not be overlooked. Giving talented staff alittle bit of extra responsibility and a little bit of extra incentivegradually over time will allow further assessment of their skillsand their readiness to assume even more responsibility.

“Future leaders take ownership ofchallenges and mistakes and resolvethem with long-term solutions.”

— ARNAUD DIEUTEGARD • Spa Director Four Seasons Bora Bora, Indonesia


“Our training start on day one. When we seepotential, we challenge that individual and trainto achieve promotion.”

— BEVERLY FOX-CRISMOND • Spa Director One Ocean Resort Hotel and Spa • Atlantic Beach, Florida

“First, let them learn by doing,” adds Steinke. “We learnthe most through experience—not only the successes butalso the mistakes. Provide fair and timely feedback. Encourageand support them to stretch beyond their comfort zone. Letthem know how much you care. Be there to celebrate thegood and support through the challenging times.”

Like Steinke, Dieutegard stresses the importance of stayingclose to the team and being receptive to feedback. “Take goodfeedback at heart, and the bad to the head,” he says.

Allow Them to ShineTaking the right approach to hiring can make all of thedifference between a successful succession and talent-spotting operation and one that will breed failure. Sometimesmanagers and owners of businesses take what might be calleda “bar hopping” approach to it, by surrounding themselveswith less talented people to make sure they are nevereclipsed. It’s a huge mistake, one that will come back to

haunt an owner or manager in the event of actually needingreserves in leadership.

“The worst mistake a leader can make is to fear anotherwill outshine their talents,” says Steinke. “Successful leaderssurround themselves with the best and brightest. It is also amajor misstep to fall into the trap of rewarding promotion byseniority rather than evaluating the traits needed for theposition. Leaders need to take time to listen and learn fromstaff to uncover hidden talents in the workplace.”

Overall, Steinke is optimistic about the next generation ofspa leaders. “Their grasp of technology, their pursuit ofwork/life balance and their expectation for companies to giveback—all of these bear well for the future. I would encouragethem to be present. The smartphone and technology can bea distraction to careful listening and dialogue,” she says.“Finally, I would urge them to exercise some patience in theirpursuit of upward mobility and mindfully evaluate theirprogression with their head, heart and intuition.” n


CREATING A

ZONE

Handling Office Politics and Workplace

Drama


et the tone right for the rest of the year by committing to a drama-

free workplace and learning the management skill sets needed

to handle office politics and gossip. Whether one admits it

or not, office politics and workplace gossip is a fact of life

in any organization. Anytime we work with

others, there’s always the possibility that

conflict and workplace drama may arise. The

challenge for any good leader is to create work

environments that do not allow counter-productive

practices, like gossiping or playing office politics, to flourish

and become part of the daily work culture.

But how exactly do you do this? Start by being honest, trans-

parent and keeping an open line of communication with staff

members. Often, office gossip occurs because team members are

kept in the dark about important work issues that may impact

them, leaving them feeling the need to fill the void with

unfounded speculations.

Good leaders set good example. In order to create a gossip-free

zone, make sure that you treat everyone fairly. Playing favorites

could easily be a source of frustration among staff members,

leaving them more likely to create conflict.

BY ANDREW DEWSON


Recognize the sources of office gossip and politics.To create a drama-free work environment, it is crucial torecognize the source and reasons behind the office gossip.Sarah Carroll, assistant general manager of Cooper FitnessCenter and Spa in Dallas, Texas, thinks staff compensation andentitlement is a common source of office politics. Gossip thatis more personal and damaging in nature may sometimes bedriven by resentment over salaries, whether staff membersthink a veteran employee or a young and inexperienced upstartis paid more than the rest of the team members.

That said, there are other causes of gossip that have nothingto do with compensation. Inter-staff relationships, professionaland personal, can also be a major source of friction. LyndaPappas, owner and manager at Skin Deep Day Spa in CramptonHills, Illinois, says bad attitudes and a lack of respect amongcolleagues are particularly prevalent when gossip and politicsgo sour. “We do not discourage our staff from being friendsoutside of the workplace, far from it, but problems can occurwhen friendships outside the spa go bad. There need to beclear boundaries within the workplace to make surethat disagreements outside of work are notcarried into the spa.”

The work of a spa professional is sopersonal that the results of gossip andoffice politics can be easy for a client to

spot, making for a potentially unsatisfactory spa experience fora client. “When employees are consumed by gossip instead oftheir jobs, their attention is not focused entirely on their clients,so the performance and reputation of the whole spa can beimpacted,” says Pappas.

Understand the impact on team members.If you can understand the possible sources of gossip in yourbusiness, the next step is to consider how that gossip mightimpact individual team members. Carroll says she tries tocustomize her response to each incident of gossip dependingon the people involved and the nature of the complaint. “Weall know that politics and gossip could exist,” she says, “so Itry to think through each scenario before communicating withthe parties involved. How I handle issues, how I think througheach scenario and how I use the correct tone and messagehelps me to overcome obstacles.”

Decisions made by management, whether they are related togossip and office politics, must be clearly and generously

communicated in order to prevent further misunderstandingand rumor. There is little point in tackling gossip if

by doing so the result is a “them versus us”mentality in the workplace.

Carroll adds that “as managers, we have


SARAH CARROLLAssistant General ManagerCooper Fitness Center and Spa, Dallas, Texas

“If everyone is working hard toward a positivecompany culture, one that gives guests the kindof welcoming atmosphere they seek in a spa,gossip should not be a crippling problem.”


to understand the perception of the audience before deliveringthe message. Our tone, approach and style can make a hugedifference in our message being a help or a hindrance.” Tacklingnegative gossip is important, but tackling it in the wrong waycan make the problem worse.

Take gossipers to task.Perhaps the single most important method of tackling gossip isto nip it in the bud before it becomes a major headache. Easiersaid than done perhaps, but having a plan in place and beingable to put it into action are crucial steps. Don’t startwondering how to deal with it when it happens—wonder howto deal with it before it happens.

“We provide positive encouragement in the on-boardingprocedures. As a part of the hiring process, we communicate topotential hires that we value reliable and honest teammateswith integrity,” Carroll says, adding that all new hires attend thespa’s New Teammate Orientation which touches on topics likesexual harassment and employee behavior guidelines.

Like Carroll, Pappas deals with office drama by ensuring thatteam members are aware of the spa’s no-gossip policy. “Whena new employee joins our spa, I have them sign a contract that

includes a commitment to make the spa a no-gossip business,so everyone is fully aware of the rules from their first day on thejob. I also tell them clearly that if a problem should come up,they are encouraged to talk to me so that we can resolve thematter,” she says.

It is also important for managers to set a good example tostaff members when it comes to gossip. “If everyone is workinghard toward a positive company culture, one that gives gueststhe kind of welcoming atmosphere they seek in a spa, gossipshould not be a crippling problem,” says Cooper. “By focusingon the things that we can have a positive impact upon, we canreduce the impact of anything negative. However, the extrapressure is on those in management positions to be a model ofand to uphold the company’s values and mission.”

Send out a strong message.Sending a strong and consistent message that gossip and officepolitics are not tolerated helps get the message across toemployees. When it comes to disciplinary actions, it’simportant to communicate them early and clearly. “If asituation comes to my attention, I call all parties into my officeand we discuss the issue until we reach a resolution. If the

LYNDA PAPPASOwner and Manager

Skin Deep Day Spa, Crampton Hills, Illinois

“There need to beclear boundarieswithin theworkplace to makesure that disagree-ments outside ofwork are not carriedinto the spa.”


behavior persists, we have a disciplinary process in place thatcan (but thankfully, very rarely) result in dismissal,” Pappassays.

She says staff members need to show respect with eachother, first and foremost. “I don’t allow staff to makedisparaging remarks about anyone that they work with, least ofall management,” she says. “A while ago, we had an issue withan esthetician who had been making comments about amanager in front of customers. When confronted, she resignedrather than face disciplinary action. While that’s not an idealsituation, it sent out a strong message to everyone. Not only tothose inclined to gossip, but also to those who are the victimsof gossip. They need to know you have their back.”

The spa industry has long been a leader in staff training anddevelopment. What has changed over the last decade is thesubject matter of that training—it’s not just about how to bookcustomers in for a treatment and it’s not just about how to useequipment properly and efficiently. Copper says that spaowners and managers should also look at training staff for theemotional, human side of working in a spa environment—andthat includes how to handle gossip and politics. n

CLICK to read more about this year’sISPA Foundation Mary TabacchiScholarship recipients.

CommonScenarios and How to HandleThemPROBLEM: One employee complained that a

new employee was getting more new clients

than he/she is.

SOLUTION: Pappas suggests bringing

employees into the office to discuss how new

clients are being scheduled. “I pointed out that

the new employee had brought many of her own

clients to the spa and was doing an outstanding

job of self-promoting. Both employees then

discussed how to self-promote together and

now both are helping to grow their own client

base, which in turn helps the entire spa.

PROBLEM: Employees feel that one employee

is treated more preferentially than others.

SOLUTION: Have a meeting with each team

member in order to get the opinions of the

entire team as a whole. “By meeting with each

team member individually, I was able to demon-

strate their value to our team and make them

feel that they were equal contributors to the

team with their unique skills and abilities,”

Pappas says. “Goals have been set for the team

members and when the goals are met, an award

is presented and financial incentives are offered.

This allows each team member to strive for

further excellence and recognition based on

objective factors. In all such circumstances, a

win-win scenario is established.”


ALife!

The life of a spa professional is a continuous cycle of dailyresponsibilities that help make the spa world go round. Pulseasks ISPA members to give us a sneak peek into their dailylives to help us understand the roles they play and the difference they make on a daily basis.in the

Here’s a look at her typical work day:� 9 am Starts the day by purifying andsanctifying her session space. To dothis, she does a short yoga kriya seriesof movement and meditation to set herintentions for the day.� 10 am Retrieves her schedule andorganizes the tools she need for theretreat, which often include anintensive setup and break-downprocess. Each retreat often requiresmoving gongs, unpacking 175-poundHimalayan Bowls, tuning forks and biomatts. “On average I see about four tosix private clients per day in a variety

of sessions. Many of these sessionsutilize sound healing like TibetanChakra Balancing, Spirit EssenceCeremony and Shuniya SoundCeremony.”� 2 pm Co-facilitates group healingceremonies with Dr. Tim Frank,including the Chrysalis of Sound andthe popular Himalayan Sound bath.“People are now realizing the power ofsound and its ability to help individualsquiet the mind,” she says. “Sound,vibrations and visualization arepowerful tools to assist in setting aframe of reference for a quiet mind.” �

Day BY CHRISTINA BUSWELL

Pamela Lancaster—along withher business and life partner,Dr. Tim Frank—leads MiravalResort & Spa’s “Awakening

The Divine Self” healing retreat. “Whatdrew me to Miraval Resort & Spa in 1999was the opportunity to be a part of aproperty and team that was focused onmindful living—a practice I learnedappreciation for at a young age andwanted to share with others,” saysLancaster.The retreat is part of the services

offered by the couple’s “Awakening theDivine Self” company, which theylaunched in 2013. During the immersionexperience, Lancaster and Frank incor-porate a number of ceremonial activitiesand treatments, including the ShuniyaSound Ceremony, Himalayan SoundBath, Spirit Essence and Spirit Flight. “On a daily basis, what takes up most

of my time is making concerted effortsto ‘be present’ and in the moment forthe guests in a particular session, andmaking sure that the ceremony beingled is striving to be a clear conduit ofcompassion and wisdom,” Lancastersays.

� What is the most challenging part of your job?: “Operating withinthe time constraints of a particular ceremony or treatment session isalways challenging. People come to me, often with specific reasons, andit can take some time getting to the core or root of an issue and bringinglight to the situation as well as identifying healing tools for the person totake home.”

� What is the most rewarding part of your job?: “The fullness inwhich I am able to show up is most rewarding. This creates a magnif-icent space of allowing things to be revealed. When things are revealedwithout judgment, they begin to be healed. Every day I am given theopportunity to be my authentic self and hold the invitation for others todo the same. Through a self-discovery process of self-acceptance, weweed out that which no longer serves and plant seeds that help youremember to celebrate life.”

PAM LANCASTERMaster Healer, Awakening the Divine Self

Miraval Resort & Spa, Tucson, Arizona


PULSE: Euromonitor International’s Global ConsumerTrends survey identified young men and women’s globalattitudes toward health and fitness. Can you provide somekey insights from this research?Nadejda Popova: Exercise and physical activity, in general, isan important part of life for many global consumers, helpingthem stay both happy and healthy. In line with this sentiment,Euromonitor International’s Global Consumer Trends surveyrevealed that over 60 percent of global respondents get regularexercise. Among those who exercise, most participate in somesort of sport or gym workout and a majority at leastoccasionally walk for exercise. Complementing their higherself-health assessment, consumers in emerging marketstypically report getting more exercise than those in developedcountries.

P: In general, how frequent do respondents exercise orperform physical activities?P: A majority of global online consumers self-reported thatthey exercise at least weekly. Sixty percent say they participatein a physical activity at least once a week. Just six percent saythey never exercise. Emerging market consumers are slightlymore likely to exercise at least weekly while 62 percent say theyexercise at least once a week compared to 56 percent of thosein developed markets.

In the U.S., 69 percent of online consumers say theyworkout at least once a week. Frequent exercisers, thoseexercising almost every day, make up just under one third ofglobal online consumers. Men are slightly more likely to reportexercising almost every day; 31 percent do so compared to 26percent of women. Indian consumers are the most likely toincorporate exercise into a daily routine. Over four in 10 maketime almost every day for physical activity. On the other hand,Japanese, German and French consumers are the least likely tobe frequent exercisers.

ASK THE EXPERT

P: Based on data from the survey, how does the femalesegment view their own personal health? P: On the whole, female respondents under the age of 30perceive themselves to be in good health. On a scale of one to11, 71 percent rated their health from eight to 11 while just sixpercent rated their health from one to four.

French and Brazilian women were most likely to considerthemselves to be very healthy, with 41 percent of French and40 percent of Brazilian women under 30 years old giving theirhealth a 10 or 11 on the scale. Despite having the lowestfemale obesity rate, the longest life expectancies and amongthe healthiest diets in the world, Japan scored lowest in termsof the number of under 30-year-old females perceivingthemselves to be very healthy (15 percent). Young women inthe U.K. and Germany were also among the least likely to saythey were very healthy (18 percent and 19 percent, respec-tively). This may be related to the high levels of overweight andobesity in these two countries.

P: Euromonitor International’s research has alsoidentified “Global Participative Sport as Consumption” asa key trend for 2016. Can you elaborate on what exactlythis trend means?P: Extreme and adventure sports have enjoyed a surge inpopularity over the past decade or so, with a growing numberof consumers seeking a greater dose of adrenaline in theirleisure activities. A reaction against increasingly sedentarylifestyles and an increased desire for experiential consumptionare both playing a role in this. There are also a growing numberof adventure race/triathlon hybrid events, combining cyclingand running with kayaking, rather than swimming, forexample, in addition to military-style obstacle courses, such asTough Mudder. The popularity of obstacle races is part of abroader trend toward “functional fitness,” which encompassesthe likes of CrossFit and boot camps. In a similar vein, trail

NADEJDA POPOVA, Euromonitor International’s senior analyst – travel,

brings to light findings from the Global Consumer Trends survey to

highlight global attitudes toward health and fitness as well as pinpoint

emerging consumer trends changing today’s retail landscape.

NADEJDA POPOVA


On Disease Preventionand Well-being

E uromonitor International’s GlobalConsumer Trends survey revealed thattaking health supplements for disease

prevention and well-being is very commonamong women respondents under the age of30. Some key data include:

71% Percentage of female respon-

dents under the age of 30 who

say they take health supplements or vitamins.

However, in this age group, only 15 percent say

they take supplements daily.

67% Percentage of females in the

younger segment (with ages 15

to 19) who say they take supplements, but only

12 percent in the younger segment take it daily.

70% Percentage of women between

20 to 29 years old who say they

engage in stress-busting activities like

meditation and massage at least once a month.

12% Percentage of Indian women

who say they do stress-busting

activities almost daily, while in contrast, 12

percent of Chinese women say they never do

stress-reducing activities.

running and open-water swimming are both growing inpopularity. The boundaries between outdoor extreme sportsand indoor, gym-based activities are also blurring, as illustratedby the growing popularity of indoor climbing walls.

P: “Work-Life Balance” is another growing trend for 2016.Why do you think there’s a growing interest in findingbalance in both areas?P: Leisure time is forever being squeezed, due to work,commuting and family commitments and an “on-call” culture.According to data from the Organization for EconomicCooperation and Development, Denmark and Spain enjoy thehighest amount of leisure time (16.1 hours), while Turkey andMexico devote only 13.4 hours and 13.9 hours to leisure,respectively. Euromonitor International’s global Middle ClassHome survey found that the preferred activity outside thehome was shopping (50 percent). A decline in leisure time,combined with a desire to communicate achievements viasocial media, means that consumers are taking a greaterinterest in experiences over possessions (e.g., music or foodfestivals, yoga classes, sporting events).

P: Is there a specific consumer group that is primarilydriving the change in how businesses promote their brandor operate their businesses?P: Millennials—defined as consumers with ages 25 to 34 yearsold—represent a sizable demographic, ranging from 11 percentof the population in aging Japan, to 18 percent in moreyouthful markets, such as Vietnam and South Africa, to 31percent in extreme cases, such as the United Arab Emirates,where there is a large group of workforce age expats present.Millennials are a key target audience for a large number ofcompanies, due to their spending power and influence.

P: In terms of beauty and skin care, which trends inthese categories do you anticipate to gain momentum in2016?P: Skin care, the industry’s largest category, will continue toembrace innovation inspired by Asia both in terms of productbenefits but also expansion of the beauty routine, which isparamount to sustaining market growth. China is predicted tolead in terms of absolute growth in skin care, followed byIndonesia, which is set to join the top 10 global leading skin-care markets by 2019. Saudi Arabia is expected to be the third

largest contributor to absolute growth in premium beauty,largely driven by premium fragrances and growing penetrationof premium skin care. With market saturation and the need tore-invigorate brand equity in a highly competitive landscape,brands need to boost their portfolios with products in high-growth areas and niche and untapped product segments. Thishas meant tapping into more personalized and customizedsolutions, both regionally and in terms of product tailoring;adopting cross-border trends and concepts, as well as increaseddigital efforts to reach out to new connected consumers. n


W hen Silhouet-Tone Ltd. wasfounded by Alphonse Ghedin in1965, the company broke new

ground. “At that time, there were no spaequipment manufacturers in North America.My mother owned a beauty school and needed

equipment. Rather than importing from Europe, myfather volunteered to design and manufacture the

equipment and furniture. Silhouet-Tone was born fromthose initial efforts,” says Silhouet-Tone Ltd. CEO Eric

Ghedin.

Early ChallengesBeing the first in the spa industry proved to be a double-edgesword. On the one hand, it allowed the company to set thestandards and lead the way as a trailblazer in spa equipmentmanufacturing in the North American market. On the other end,it proved to be challenging to invent the wheel as there were no“proven and tested” paths to follow, especially since the spaindustry was very much in its infancy stage during the 1960s.

Then, in the 1980s, the company had to overcome a wholenew set of hurdles with its expansion into the U.S. market. “Thistime period really pushed our organization to learn to ‘think big’in terms of production and sales,” he says.

Nurtured for GrowthLooking back at the company’s growth, Ghedin says Silhouet-Tone Ltd. has coursed through the same path of growth as thespa industry itself. “Our growth has truly followed the devel-opment of the spa industry. From a [fledging] industry in the1960s and 70s, the spa business became much more structuredin the 80s. In the 1990s and early 2000s, spa and wellnesscommerce skyrocketed not only in the United States, but also inexport markets, such as in Asia and Europe. Our sales havefollowed the same trends over time,” he says.

He attributes much of the company’s success to its ability toput its clients’ needs first. “Silhouet-Tone has always known thatour most useful marketing tool is our own clientele; therefore, it

is important to listen to those working in the field. We prideourselves on maintaining close contact with those who use ourproducts and we listen to their needs,” he says.

In addition, Ghedin says that, while the company embracestechnology, they have always been wary on fast trends. “We findthat promoting proven technologies, such as microdermabrasion,has always won out over fads and fast trends. We have built asolid reputation by marketing products with staying power,” hesays.

Meeting DemandsBeing able to adapt to changing market demands was critical tothe company’s longevity, which marked its 50th-year anniversarylast year. “Many spas are now operating up to 80 hours a week.With such a demanding schedule, equipment and furniturepieces need to be both reliable and long-lasting. Furthermore,downtime is non-existent, so service must be fast and efficient,”Ghedin says.

He adds that two things are top priority for the company:quality and after-sales service. “Our clients always have oursupport, and can trust that our equipment will never be thedisposable type.”

He learned from past lessons never to compromise quality. Inlooking back at failures that helped the company raise itsstandards, he recalled of a collection of smaller failures. “Themost immediate examples that come to mind are keeping staffmembers who are no longer beneficial to the growth of thecompany and accepting inferior materials from our vendors. Everyaspect of our business affects the end-user, and this has provento be a weakness if overlooked,” he says.

In thinking into the future, Ghedin sees positive growth ahead.“With the economy on the rise and the wellness industrygrowing rapidly, Silhouet-Tone has plans to experience a 15percent growth annually. Spa has become so much more than aluxury. For a large portion of the population, it is truly part of abalanced and healthy lifestyle. This is a major shift in the waypeople think, and we believe this will have the staying power tocatapult the spa industry to new heights.” �

SUCCESS STORIES

Inspiring Tales ofStartups, Growth andOvercoming Hardships

ERIC GHEDIN CEO • Silhouet-Tone Ltd. • Doral, Florida

BREAKING NEW GROUND


ISPA FOUNDATION

OFFICERS

CHAIRMAN Frank PitsikalisResortSuite

VICE CHAIRMAN Sharilyn AbbajayRed Door Spas

DIRECTORSTodd ShawISPA Vice Chairman

Michael TompkinsISPA Chairman

Lynne McNees ISPA President

MEDICAL ADVISORBrent Bauer, M.D.Mayo Clinic

HONORARY BOARD MEMBERSRuth StrickerThe Marsh, A Center for Balance and Fitness

Deborah SzekelyWELLNESS WARRIOR

The ISPA Foundation wishes to thank the following supporters for their generous contributions:

LUMINARY

Ruth Stricker

BENEFACTOR

Dr. Howard Murad

PATRON

Massage Envy Franchising, LLC

Red Door Spas

FOUNDATION

ISPA FOUNDATIONBOARD OFDIRECTORS

2016F

resh from their ISPAConference & Expoexperience as 2015 ISPAFoundation Mary Tabacchi

Scholarship recipients, Anne-LiiseVerpson and Taylor Toreno talk aboutthe importance of the ISPAFoundation’s work, the benefits ofbeing part of the ISPA communityand the how they think the scholarship can help propel their spacareer in the future.

Pulse: How important is the ISPA Foundation’s work to the spa industry?Verpson: I admire the ISPA Foundation’s generosity in supporting newcomers with an incrediblescholarship, which will help passionate novices who enter the spa world work on reaching theircareer dreams and contribute to the development and sustainability of the spa industry.Toreno: The ISPA Foundation’s work is crucial because we need to have [reliable] research aboutthe spa industry.

P: What do you view as the most beneficial part of being involved in the ISPA community?V: For 25 years, ISPA has successfully offered a common ground for people with a similar mindsetto work toward the future developments of spa business and network with spa professionals aroundthe world. T: The most beneficial part is the connections you can make. The networking experience and theopportunity to learn from fellow spa professionals are truly priceless.

P: In what way do you think the scholarship can help you in your future spa career?V: The connections that were established during the ISPA Conference will be, undeniably, thebiggest asset for my future spa career. Being awarded with the scholarship has given me a strongboost of self-esteem. Having the support and trust of the ISPA family inspires and motivates me tomake an effort to succeed in the spa world. T: The scholarship has helped me financially to complete my degree but I have also been given amentor to help me. Now I have someone to learn from. I love this aspect because I am the firstone in my family to attend college. Also, the networking and connections I will make from being apart of the ISPA family are incredible.

P: What is your favorite ISPA Conference & Expo memory?V: I remember the feeling of warm welcome and full acceptance since the very first meeting withISPA members. Being accepted into the ISPA family, discussing possibilities of working together,being praised about the scholarship achievement, and even being referred to as “an inspiration” arememories I will utterly cherish.T: My favorite ISPA memory would have to be walking across the stage and having thousands ofpeople hear my name and watch me accept the award. It was the proudest moment of my life. n

CLICK to read more about this year’s ISPA Foundation Mary Tabacchi Scholarshiprecipients.


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extends polish wear to the limit, transforming any colorinto an extended wear, high-shine and gel-like polish,while conditioning and strengthening nails withbotanical extracts. LONDONTOWNUSA.COM | 1.212.889.2800

4. Viora’s V30 multi-technology platform providesthe most advanced technologies within one platformfor quick, safe, painless and reliable results. VIORAMED.COM | 1.888.415.1192

5. This Verve Jewelrydouble-layer necklace ismade of 18K gold fill, labradorite and crystal quartz. VERVEJEWELRY.COM | 1.323.496.0994

6. Part of SpaRitual’s limited-edition Yuzu Rosecollection, the Yuzu Rose lip gloss edition comes in fournew shades (Pure Bliss, Sweet Love, Happy Day andShine On) and a new scent. Made of certified organicingredients, the lip gloss collection is set to hit shelveson February this year. SPARITUAL.COM | 1.818.988.2228

7. L’Essence Des Notes’ high-concentration Eau De Parfum Pamplemousse Basilic is made inGrasse, France, the cradle of France’s haute parfumerie.The fragrances are dermatologically tested anddistributed exclusively through luxury spas andboutiques. ESSENCEDESNOTES.COM | 1.561.472.0839

8. Perk™ is the world’s first hybrid skin system from themakers of the award-winning HydraFacial MD® -Edge Systems LLC.

SKINHEALTHFORLIFE.COM | 1.800.603.4996

9. Sonäge Skin Care’sR&R Peptide-Packed Eye

Serum is an ultra-rich intensive eye treatment ideal forreducing fine lines, wrinkles and puffiness, increasingelasticity in the skin, strengthening capillaries, bright-ening the entire eye area, fading dark circles andrejuvenating tired eyes. SONAGE.COM | 1.800.883.5341

10. Back Label Design Parliament createsloungewear with the finest materials, like Sea IslandCotton and Cariaggi Cashmere, and nourishingelements such as milk proteins and seaweed.Handcrafted in Italy, each piece is uncompromised,using the finest, raw, locally sourced materials. Free of harsh chemicals, every fiber is safe for bareskin. BACKLABEL.COM | 1.402.689.3661

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REFRESH

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Hit refresh to your retail area productcollection with a mix of new ISPA memberproducts and latest releases for 2016.

PRODUCTPRODUCT SPOTLIGHT

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STAY-IN-THE-KNOW about trends and hot topics in the spa industry by completing the monthly ISPASnapshot Survey. With your participation, you’ll receive the full report filled with insights from your spaindustry peers. Keep an eye on your inbox for next month’s survey.

The monthly ISPA Snapshot Survey provides ISPA members the opportunity to participate in and

access useable and relevant industry research. The November 2015 ISPA Snapshot Survey

explored spa gratuities and service fees.

In this survey, 45 percent of all spas member respondents reported having automatic services

fees/charges. Respondents were then asked to identify the fee or service fee percentage as well as the

percentage that goes to the service provider. The wide variety of responses ranged from 12.5 percent to

23 percent, with several different breakdowns of the percentage that goes directly to the service

provider. It was revealed that many spa members feel guests can have difficulties differentiating

between service fees and gratuities. The chart below shows efforts that are made by spas to encourage

guests to leave a gratuity.


ISPA office closed for New Year’s Day

Time to participate in the JanuarySnapshot Survey

Last day to complete January SnapshotSurvey

Australia Day

January Snapshot Survey results released

115222629

JANUARY/FEBRUARYJanuary is...� National Mentoring Month

� National Blood Donor Month (U.S.)

� Birth Defects Prevention Month

� Hot Tea Month

February is...� American Heart Month

Groundhog Day

Mardis Gras

Valentine’s Day

February Snapshot Survey open forparticipation

February Snapshot Survey closes

29141926

ISPA NEWS

Participate in the NewU.S. Spa Industry Study

Be sure to keep an

eye on your inbox for

an email inviting you

to participate in the latest

U.S. Spa Industry Study. Your

participation helps to ensure

that we provide you with a

most comprehensive picture

of the current state of the

industry. As a thank you for

taking part, respondents will

receive a complimentary digital copy of the Compensation

Supplement when the new research is released. For questions

about the research, email [email protected].

2016 ISPABuyer’s Guide

After a successful debut lastyear, it’s time for the newestissue of the printed ISPABuyer’s Guide to be released.This all-in-one-shoppingresource will easily identifyISPA resource partners whocarry the latest and greatestproducts in the industry. Inaddition, there will also beaccess to a digital copy of theGuide online. Be sure to utilizethis valuable tool to grow yourspa connections.

NATIONAL MENTORING MONTH

2016 ISPA

Conference & Expo Sept. 13 – 15

Tuesday – Thursday

THE VENETIAN, LAS VEGAS, NEVADA

Lynne McNees • [email protected]

Crystal Ducker • Vice President of Research & Communications [email protected]

Megan Browning • Marketing [email protected]

Jennifer Duckworth • Senior Director of [email protected]

Tara Finn • Sales [email protected]

Sarah Harmon • Customer Experience [email protected]

Allie Hembree • Public Relations [email protected]

Kerri Keefer • Director of Exhibitor [email protected]

ISPA STAFF

MISSION ISPA advances the spa industry by providing

invaluable educational and

networking opportunities,

promoting the value of the spa

experience and speaking as the

authoritative voice to foster

professionalism and growth.

VISION To be the leader inpromoting and enhancing the

well-being of the spa industry

and the people it serves.

Proudly serving ISPA and the ISPA Foundation

Briana Lee • Project [email protected]

Mae Mañacap-Johnson • [email protected]

Allison Martin • Membership Account [email protected]

Tara Salah Eldin • Project [email protected]

Amber Phillips • Events [email protected]

Ashley Roberts • Project [email protected]

Samantha Smith • Project [email protected]

Elyse Vincent • Membership [email protected]


Älsa Energy 61

1.844.438.2572

alsaenergy.com

Biotone Professional Massage and SpaProducts IBC1.800.445.6457biotone.com

Bon Vital 11

1.800.253.6466

bonvital.com

Éminence Organic Skin Care IFC, 11.888.747.6342eminenceorganics.com

EuroSpa Aromatics 41

1.800.395.6478

eurospaaromatics.com

ESPA International 5

1.888.705.0102

us.espaskincare.com

FarmHouse Fresh INSERT1.888.773.9626farmhousefreshgoods.com

Fitness on Demand 37

1.877.474.0505

fitnessondemand247.com

HydraFacial MD – Edge Systems LLC 8, 9

1.800.603.4996

skinhealthforlife.com

HydroPeptide 131.800.932.9873hydropeptide.com

Impact Cryotherapy 26

404.445.4992

impactcryo.com

jane iredale – THE SKIN CARE MAKEUPBC1.800.762.1132janeiredale.com

Nelly De Vuyst 471.800.263.8888derme.ca

Philip Stein Holding, Inc. 39

1.855.533.3939

philipstein.com

Phytomer Group Brands 71.801.284.8200phytomerusa.com

ResortSuite 31.866.477.8483resortsuite.com

SpaRitual 16, 171.818.988.2228sparitual.com

Sonäge Skin Care 21

1.800.883.5341sonage.com

AD INDEX

Bold indicates year-round Pulse advertisers and 2015 ISPA Conference & Expo Sponsors.

ISPA would like to thank the following Pulse advertisers for their support of the association:

ISPA Welcomes New Members to the ISPA Community -RESOURCE PARTNER

Blue Beautifly

CelleClé

Keratin Complex

SPA

Margaritaville Beach Resort

Spa InterContinental Costa Rica

Mauna Lani Spa - At Mauna Lani Resort

Vis-a-Vis

The Erno Laszlo Institute

SPA UNDER DEVELOPMENT

Anahara Spa

STUDENT

Julija Kazakova

EDITOR’s NOTE: This includes new members from November 17, 2015

– December 14, 2015. You can access the online membership

directory at experienceispa.com.


Like a true community, let's make meaningful connections. Aimed at

helping ISPA members discover each other, share one another's passions

and inspirations, and hopefully kick-start warm introductions among peers,

this section called Social Connections is all about building bridges. Share

your passion with Pulse and see yourself featured in this section.

SOCIAL

KATE BOYER � CEO SHAWN BOYER � CREATIVE DIRECTOR

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CONNECTIONS

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1. Book currently reading: Healing ADD by Daniel G. Amen, M.D.

2. Favorite travel destination: Lake Como in Italy

Fitness routine: Cross-training and Vibrating from Stress

3. Most used app(s): Google Maps

Favorite inspirational quote: Everybody is a genius. But if youjudge a fish by its ability to climb a tree, it will live its whole lifebelieving that it is stupid.

4. Favorite musician:The Rolling Stones

5. Can’t-live-without piece of accessory: Rimowa Luggage

Favorite charity/cause to support:Angels of Africa

6. Inspirational business icon: Richard Branson

Hotel amenity you can’t live without: Bidet

Best piece of advice you’ve received: Reach for the starseven if your feet drag in the trees. �

1. Book currently reading: Good to Great by Jim Collins

2. Favorite travel destination: St. Barts and Lake Como in Italy

Fitness routine:Morning run or evening barre/yoga class

3. Most used app(s): Bank apps

Favorite inspirational quote: “You are beautiful in your 30s,gorgeous in your 40s and irrestistible in your 50s.” – Coco Chanel

Favorite musician: Barry White

Can’t-live-without piece of accessory: Don’t own any!

4. Favorite charity/cause to support: Children of AfricaFoundation

5. Inspirational business icon: Coco Chanel

Hotel amenity you can’t live without: Fitness gym

Best piece of advice you’ve received:My late grandma oncetold me to “work, but work nicely, be like a star shining on the skythat people can look up to and be inspired.”

Husband-and-wife tandemKate and Shawn Boyerwork together to run theirMiami-based apparel company,Anatomie. In this specialSocial Connections feature,Pulse asks the enterprisingcouple to share their personalfavorites and inspiring piecesof advice.

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2016 is shaping up to be an exciting year of changes. Among a host of many changes happening, we welcome the addition of

several wonderful new board members. It’s always happy to see the kaleido-

scope of personalities come together and work effectively toward common

goals.

Additionally, several ISPA staff members have experienced exciting life

changes that have enabled them to discover new passions and subsequently,

leave our ISPA family (sigh). Obviously, we hate to see them go but we wish them well and

happily introduce a few new faces to the membership at the 2016 ISPA Conference & Expo.

Speaking of which, traditionally, our Conference is held in October but Las Vegas is a busy

place this year and due to a crazy sequence of events, the 2016 ISPA Conference & Expo will be

held September 13-15 (Tuesday through Thursday) at The Venetian.

Changes are very fitting this year considering our Conference theme is “Innovate.” When

you start planning from scratch, the sky is the limit, and that can be scary and exhilarating at

the same time, but oftentimes it can push you outside your current way of thinking—which is

always a good thing.

Additionally, I have also experienced changes in my life that allowed me the chance to slow

down and reflect on how blessed I am to have so many wonderful loves—my cute husband and

doggies, a healthy family and incredible friends and colleagues. Thank you for the many

reminders this year—I am forever grateful.

With 2016 may be the year of change, let’s focus more on innovating and finding the “what

could be” in these moments. How will you embrace your changes and innovate this year?


—LYNNE McNEES, ISPA PRESIDENT

FOLLOW ME ON TWITTER!@LynneMcNees

CONNECT WITH MEON FACEBOOK!Lynne Walker McNees

STYLIN

G & PHOTO BY ECHOSTA

RMAKER.COM

“To improve is to change;To be perfect is to change often.”

— WINSTON CHURCHILL

pulse spa magazine january february 2016

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