|
|
|
|
Release Date: October 12, 2009
Description: 262 pages, 8.5" x 11"
Format: PDF (emailed zip file)
ISBN: 978-0-9815649-0-6
Price: $85 US PDF
Payment: Pay by credit card through PayPal by clicking the button below:
Or send a check in US funds made out to SpaQuality LLC to:
Julie Register
Managing Director, Operations
SpaQuality LLC
1024 Oriente Avenue
Greenville, DE 19807
Our Spa system transforms the spirit and the intentions of what we want to provide for our Guests into reality. In our Spa, all processes interact to create the Guest experience. In order to be fully functional, our system has to have an aim, a method and a way to measure our effectiveness. We define the aim of our system in our vision, mission, and values. Our methods are the interconnected processes. Our effectiveness is measured by assessments and key performance indicators. Our Spa system is the invisible glue that transforms our intention into the Guest's and staff's experiences.
~ Linda Bankoski and Julie Register ~
The International Standards of SpaExcellenceSM2010
Spas in over 20 countries have purchased The International Standards of SpaExcellenceSM since the first edition was published in 2004. Periodically, SpaQuality LLC (Linda Bankoski and myself, Julie Register) update The Standards with improvements based on our experiences with and knowledge of best practices in high performance organizations and recommendations from spa consultants, owners, directors, GMs and guests.
We are very excited about The International Standards of SpaExcellenceSM2010! This year we've reorganized, expanded and added more detailed guidance and examples to help explain and illustrate the practical application of each section of The Standards. Key changes to the 2010 Standards include:
The International Standards of SpaExcellenceSM describe the four key areas of a complete, fully functional spa quality management system:
- Intention and Strategy - This defines what is important to the Spa’s success and creates a system to turn intentions into reality. Examples include characterizing the culture, setting the Spa’s vision and mission and values and strategic planning such as the Spa’s treatment menu and required facilities, equipment and supplies.
- Leadership - This section contains information to balance leadership and management. Spa leadership leads people and manages the system of processes as a cohesive whole. Spa leadership communicates roles and responsibilities and evaluates the Spa’s effectiveness and efficiency. Examples include establishing the culture, ensuring the Spa’s vision and mission and values are integrated into Spa operations, training needs analysis, hiring and training staff, allocating resources, deploying the strategy and reviewing key business performance indicators.
- Guest Experiences – These processes are used to plan and manage the delivery of Guest services and identify ways to improve the Guest experience. Examples include booking appointments, welcoming Guests warmly, treatment delivery (SOPs / protocols) and offering retail products.
- Operations Support – These processes are the back-of-the-house processes used to ensure that the Spa can deliver safe and consistent treatments and meet regulatory requirements in order to optimize the Spa business operations. Examples include cleaning and sanitizing the Spa facility and equipment, purchasing and receiving, product storage, and maintaining equipment and facilities.
- Improvement – These processes identify opportunities for the Spa to minimize risks and continually improve in all aspects of the Spa business and in Guest satisfaction. Examples include analyzing Guest feedback, root cause analysis (finding and correcting problems at their source), Spa self-examination and assessments, using audit and testing systems and personnel to identify what needs improvement, and identifying and eliminating sources of waste.
Within the five key areas, there are four activities that describe the cycle needed for a comprehensive Spa quality system: plan, document, manage, and evaluate.
- Plan includes necessary preparation activities.
- Document includes necessary key documents and records.
- Manage includes activities needed for control.
- Evaluate includes information collection and analysis needed to demonstrate how well the Spa planned, documented and managed.
This book contains The International Standards of SpaExcellenceSM 2010 along with guidance and examples. It also provides information on services offered by SpaQuality LLC including education courses, Spa quality system assessments, Anonymous Guest Assessments and, for Spas that seek public recognition of their management efforts, the SpaExcellenceSM Certification process.
|
The inspiration of The International Standards of SpaExcellenceSM comes from internationally accepted quality management system standards used by other industries including ISO 9000 (international quality management systems), ISO 14000 (environmental management standards), the Malcolm Baldrige National Quality Award in the Untied States, the Canada Awards for Excellence from the National Quality Institute in Canada, the EFQM Excellence Award in Europe, OSHA (US health and safety), FDA Good Manufacturing Practices (US), TedQual (tourism education quality), JCAHO (US healthcare organization standards), and more. We drew from our vast quality knowledge and experience to translate, enhance and organize the basic concepts and application of these standards and combined it with years of spa experience into a complete spa quality management system that provides spas with what is necessary to achieve long-term success. We published the first edition of The International Standards of SpaExcellenceSM in 2004 and have updated it periodically ever since. Spa owners, spa directors, spa managers, spa consultants and general managers of hotels or resorts with spas will find the information found in The International Standards of SpaExcellenceSM2010 extremely valuable.
Our intention is to provide you with everything you need to establish a Spa quality system that has integrity and which results in:
Satisfied and Loyal Clients,
Dependable Staff
Reduced Risks
Smooth Operations Every Day
and
Financial Success.
|
Julie Register
Managing Director
Operations
Register@SpaQuality.com
|
Linda Bankoski
Managing Director
Education and Assessment
Bankoski@SpaQuality.com
|
|
1. INTENTION AND STRATEGY
A. Plan
1. Business Viability
2. Spa Quality System
a. Concept
b. Culture
c. System Design
d. Staffing
e. Spa Offerings
f. Marketing and Communications
g. Natural Resources and the Environment
B. Document
1. Spa Quality System Manual
2. Spa Quality System Documents
3. Spa Quality System Records
4. Document and Record Management
5. Key System Documents
6. Key System Records
C. Manage
1. Changes
2. Trials
D. Evaluate
1. Design and Development
2. Results
3. Business Environment
2. LEADERSHIP
A. Plan
1. Spa Process and System Assessments
B. Document
1. Key Documents
2. Key Records
C. Manage
1. Spa Quality System Impementation
2. Spa Quality System Integrity
3. Staff
4. Subcontracting
5. Finances
D. Evaluate
1. Performance
2. Review and Analysis
3. GUEST EXPERIENCES
A. Plan
1. Guest Information
2. Schedule
B. Document
1. Key Documents
2. Key Records
C. Manage
1. Guest Reception
2. Guest Orientation
3. Treatments and Services
4. Facilities and Equipment
5. Products and Supplies
6. Refreshments and Meals
7. Linens and Apparel
8. Retail Products
9. Guest Property
10. Responding to Guests
D. Evaluate
4. Operations Support
A. Plan
1. Requirements for Treatments and Services
2. Purchasing
B. Document
1. Key Documents
2. Key Records
C. Manage
1. Receiving and Inspection
2. Products and Supplies
3. Facilities and Equipment
4. Cleaning and Sanitation
5. Safety
6. Linens and Apparel
7. Spa Environment
8. Problem Products, Equipment, Supplies and Services
9. Monitoring and Measuring Devices
D. Evaluate
5. Improvement
A. Plan
1. Spa System Assessments
B. Document
1. Key Documents
2. Key Records
C. Manage
1. Problem Identification and Prediction
2. Risk Determination
3. Risk Analysis
4. Root Cause Determination
5. Action Plan
6. Effectiveness Verification
D. Evaluate
1. Data
2. Priorities
|
|
|
|
|
|
