SPAS w
Rockliffe Hall, England
Clockwise from above: The spa’s 20m leisure pool offers panoramic views; the spa’s double treatment room; [comfort zone]’s organic range, Sacred Nature, is used in the spa
40 Comforting mix
Jon Hardwick MD, Grafton International
“The spa at Rockliffe Hall perfectly represents everything that [comfort zone] looks for in a spa partner. The offering is so complete; from the guest experience right through to the use of the contemporary [comfort zone] retail evolution furniture placed throughout the spa and boutique. The guest experience is integral to
the [comfort zone] brand and we pride ourselves on offering a multi sensorial journey that immerses the guest in the spa experience. Blending science and nature, the [comfort zone] results- driven treatments have helped Rockliffe Hall delight their high calibre club members, while also offering its hotel guests a chance to unwind and relax during their stay.”
In the spa, a 20m leisure pool offers panoramic views of the estate, enhanced by magnificent stained- glass windows that were carefully salvaged from the hall’s original chapel and now dapple the water with light and colour. Beyond the pool lies a well equipped wet spa area featuring an 11m hydrotherapy pool, a caldarium, a tropicarium, an igloo, a sauna, a steamroom, a foot spa and monsoon showers. Upstairs, the mood and décor is decidedly more cosy and peaceful. There are 13 elegant treatment rooms, including one double a sleep retreat relaxation area complete with therapeutic sound wave therapy beds from Finnish wellness specialists Nextwave; a six-seater mud rasul which uses Spa Find body and hair mud; a salt inhalation suite; a pedicure room complete with ‘pedicure thrones’; and a separate manicure room for Leighton Denny nail services. The second floor also houses the hotel’s popular
‘Brasserie by Atkinson’, where spa guests can enjoy a menu featuring fresh local produce, created by Rockliffe’s resident double michelin-starred chef Kenny Atkinson. Taking up the full-time position of Spa Director in
September 2009, Liz Holmes had just three months to prepare for opening, working with Spa Consultant
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Lisa Knowles to help choose product houses and begin the recruitment process. “It was a whirlwind. We’d found around 20 of the spa team by this point, but there’s always so much to do. Saying that, you can plan and plan but there is nothing like a deadline to just make you do it,” she grins.
Effective marketing
Rockliffe Spa serves three distinct customer types: hotel guests, local membership and day spa guests. Its spa and fitness membership currently stands at a healthy 700, with a waiting list. “It’s proved to be a great success for us and equates to about 50 per cent of our revenue,” says Holmes. “This is a market that we’ve worked hard to build since opening and one that we’ll continue to protect and nurture.” As she explains, many of the membership retention
strategies improve the whole spa’s performance: “We work constantly to deliver interesting seasonal events and activities to promote engagement, and we’re constantly striving to achieve higher service levels. It’s all about the simple, personal details, such as remembering everyone’s names and their preferences, so we can recommend and personalise our services.” Gift voucher sales are big business for Rockliffe, reveals Holmes. “We look at what people want and build spa days to reflect this, such as ‘Girlfriend Getaway’ and ‘Couples Catch Up’. Generally, we sell between 200 and 250 spa days and packages per week. Most vouchers are for a full spa day with lunch, but our last minute offer is for a half day with tea. “We are careful who we partner with and what we offer – we’ve chosen to work with Spa Breaks and Wahanda,” Holmes explains. “We don’t want too many people on cheap packages as it affects the overall experience. Your spa brand is so important
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