TOP TEAM: THE PENINSULA HOTELS
Therapists undergo at least four weeks’ intensive training which covers treatment protocols, guest care and Peninsula’s rigorous brand standards
MARIA RAZUMICH ZEC
GENERAL MANAGER, THE PENINSULA CHICAGO; REGIONAL VICE-PRESIDENT USA
HOW WOULD YOU DESCRIBE YOUR JOB? I would say that the goal of any general manager is to ensure that guests have a great experience in their hotel, that staff are well trained and that they’re fi scally responsible.
HOW IMPORTANT ARE YOUR SPAS? Our spa defi nitely brings [in an extra] clien- tele from the local market as well as being a pull for international visitors. Around 75 per cent of our spa customers are local and 25 per cent are hotel guests. We’ve found that guests who stay for more days are more likely
The Chicago spa has “tremendous repeat business” thanks to its talented therapists
to use the spa – some even extend their stay because they want to try another service.
WHAT MAKES YOUR SPA STAND OUT? T e location is fantastic: on the top two fl oors of the hotel, off ering great views. We also have the most talented massage ther- apists and aestheticians in the city who all have tremendous repeat business – 15.1 per cent of our guests request a specifi c thera- pist and for some therapists nearly half (48
36 Read Spa Business online
spabusiness.com / digital
per cent) of their appointments are made up of specifi c requests for them.
WHAT SPA TRENDS ARE YOU SEEING? More people are viewing spa services as maintenance for their overall wellbeing, as opposed to a luxury. Technology is mak- ing people more disconnected with human interactions, and they seek that connection at the spa: they want to unplug, be looked aſt er and recharge themselves.
SPA BUSINESS 1 2012 ©Cybertrek 2012
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