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KATH HUDSON » JOURNALIST » SPA BUSINESS
THE PENINSULA HOTELS
As it prepares to launch its first site in Europe next year, the team at Peninsula Hotels tells Spa Business about the importance of spas in its chain of luxury hotels
The Peninsula Hotels is the hotel division of Asian-based hospitality group Hong Kong and Shanghai Hotels (HSH). The first site, known affectionately as the Grande Dame, was The Peninsula Hong Kong, which opened its doors in 1928. The qual- ity of this hotel has set the standard for the rest of the chain. Set up with the aim of being the finest hotel east of the Suez, it now boasts a Philippe Starck-designed
restaurant and is consistently voted one of the top luxury hotels in the world. Development of the group has been measured: the nine-strong chain is made up of sites in Manila (1979), New York (1988), Beijing (1989), Beverly Hills (1991), Bangkok (1998), Tokyo (2001), Chicago (2001) and Shanghai (2009). The Peninsula Spa brand by ESPA was first introduced in 2006, with the Hong
Kong, and Bangkok properties being the first two properties to benefit. While future growth will be just as steady
– the next site will open in Paris in 2013 (see p34) – the financial position of the group looks strong, with turnover up by 6 per cent in 2011 (see p38). And despite being a global brand, the company has remained tight knit, with the hotel, spa teams and head office working closely together.
SHARON CODNER
REGIONAL SPA DIRECTOR ASIA
WHAT ARE YOUR DAY TO DAY RESPONSIBILITIES? My main role is spa director at Te Peninsula Hong Kong. However, I also oversee the operation of our spas in Asia and give advice to our US operators on everything from reviewing and collating
monthly spa figures and sales and marketing initiatives, to reinforcing brand standards.
HOW HAS YOUR ROLE DEVELOPED? There have been significant changes during my time as regional spa director, because I was promoted when we were
going through the financial crisis in 2009, and when our sister property in Shanghai was opening. We concentrated mainly on maintaining standards throughout the spas
[during this time] and we now have a group training protocol for our spas to ensure serv- ice standards. Spa directors also assess our staff on a regular basis.
HOW IS THE SPA TEAM STRUCTURED AT PENINSULA AND HOW DO YOU WORK WITH THEM? We have a spa director in all of our prop- erties, as well as a treatment manager, head therapist and reception manager. Tere are also head therapists and, where necessary, senior therapists and receptionists. I’m in contact with the spa directors sev-
eral times a week, as they forward their financial results from the previous week and month-end. We have very skilled and talented spa directors, whom I trust com- pletely, so I make sure I give them space to work and do not interfere too much with their operations. However, it’s my responsi- bility to ensure that what is done in their spa is to Peninsula Hotel’s standard, so I dou- ble check that all treatment descriptions and menus are consistent across the board.
The Peninsula Spa Hong Kong was one of the first to open in 2006 32 Read Spa Business online
spabusiness.com / digital
HOW DO YOU WORK WITH THE REST OF THE HOTEL MANAGEMENT TEAM? For my regional visits, I will meet with the director of sales and marketing to go through their calendar and initiatives, I share with them what other properties are doing in terms of sales and marketing packages and spa journeys that have been successful. I also meet with the hotel manager during my vis- its, to share my impression of the overall operation and staffing and where I believe improvements could be made.
SPA BUSINESS 1 2012 ©Cybertrek 2012
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