The Carrick Spa, Cameron House, UK
“General managers want to understand spa in terms of revenue and profitability. Once they get the nuances of this they can better manage and support their spa managers”
Emma Leadbeater Group spa director, De Vere Hotels and Village Urban Resorts
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Clockwise from left: The spa’s infinity pool is constructed to reflect the remarkable Scottish scenery; the hydrotherapy pool fitted with air beds, massage jets and geysers; a spa guest relaxes in the tepidarium lounge
paying great attention to spa standards – an area that many hotels find challenging across the industry. We have been able to partner the De Vere team not only through our experience in treatment and product development, but also as an operator with a reputation for excellence in spa education and training.” “We are very much involved with the team, putting together group protocols and making sure the journey is absolutely right,” adds Harmsworth. “One misconception in the industry is that if you have trained the therapists you have done the job, but actually the work starts at the very first point of contact. We have been doing mystery shops and analysing the business performance and standards in a much broader sense right across the board.”
Blueprint for success According to Leadbeater, De Vere’s partnership with ESPA will make a significant difference to
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performance across the group. “For us, creating a strong brand meant we needed to eradicate any differences in messages and services levels across our sites,” she explains. “What we want to achieve is a client journey that is of the same quality whether experienced here at the Carrick, or at Slaley Hall, Mottram Hall or any of our other hotel spas. If guests have a facial then the delivery, products and process should be of exactly the same quality each time, regardless of location.” De Vere and ESPA have grown a culture of healthy collaboration when it comes to staff training and development. “We have a great relationship with ESPA, which is very much two-way,” reveals Leadbeater. “I know exactly what support I can get from them and feel very comfortable about going to Sue and her team to explain what I want to create. I have sat in on their training sessions with our team and been involved in defining exact protocols so we could create a bespoke ESPA training for De Vere.”
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