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Availability: The International Standards of SpaExcellenceSM2008 will be ready to ship mid-March
Description: 86 pages, 8.5" x 11", spral bound
ISBN: 978-0-9815649-0-6
Price: $195 US, includes shipping in the US
Email Register@SpaQuality.com a quote to ship outside the US.
Payment: Pay by credit card through PayPal by clicking the button below:
Or send a check for $195* US to:
Julie Register
Managing Director, Operations
SpaQuality LLC
1024 Oriente Avenue
Greenville, DE 19807
Be sure to include the shipping address.
*Includes shipping in the contiguous United States. Additional shipping charges apply for other locations.
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 SpaExcellenceSM2008
Spas all over the world have purchased The International Standards of SpaExcellenceSM since the first edition was published in 2004. Each year 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 SpaExcellenceSM2008! This year we've added detailed guidance, tools and examples to help explain and illustrate the practical application of each section of The Standards.
We added detail on risk management with the addition of a risk analysis process, form and example that includes actual calculations to help spa managers identify their greatest risks and help them prioritize their efforts and resources. Some of the other tools and examples include:
- Questions to help management define a Spa's Vision, Mission and Values,
- Examples of Key Performance Indicators (KPIs),
- Spa System Business Reviews,
- A proven Spa Improvement Process,
- Necessary Documentation,
- Document Control Procedure,
- Project Management GANTT Chart,
- Operations Flow Chart,
- Inspection Checklist,
- Self Assessment Report, and
- Graphs and Charts showing Data Analysis.
The International Standards of SpaExcellenceSM describe the four key areas of a complete, fully functional spa quality management system:
- Spa Management - These processes communicate what is important to the Spa’s success, define roles and responsibilities and evaluate the Spa’s effectiveness and efficiency. Examples include establishing the culture, setting the Spa’s vision and mission and values, strategic planning, resourcing, leadership deployment and business review.
- Spa Guest Experiences – These processes are used to plan the Spa’s treatment menu and required facilities, equipment and supplies, control the delivery of Guest Service, and identify ways to improve the Guest experience. Examples include booking appointments, treatment delivery (SOPs / protocols), adding services to the Spa menu, expanding a Spa’s facility, and providing and displaying retail products.
- Spa Operations Support – These processes are the back-of-the-house processes used to ensure that the Spa can deliver consistent treatments and meet regulatory requirements in order to optimize the Spa business operations. Examples include training needs analysis, training staff, cleaning the Spa facility and equipment, purchasing and receiving, product storage, and maintaining equipment and facilities.
- Spa Improvement – These processes identify opportunities for the Spa minimize risks and continually improve in all aspects of the Spa business and in Guest satisfaction. Examples include evaluating 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.
This book contains The International Standards of SpaExcellenceSM 2008 along with guidance, tools 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 annually 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 SpaExcellenceSM2008 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.
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Julie Register
Managing Director
Operations
Register@SpaQuality.com
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Linda Bankoski
Managing Director
Education and Assessment
Bankoski@SpaQuality.com
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1.A. Planning the Spa Quality System
-------1.A.1. Determining the Spa's Intention
------ 1.A.2. Establishing the Spa Quality System
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1.B. Managing the Spa Quality System
-------1.B.1. Defining Processes
------ 1.B.2. Defining Objectives
------ 1.B.3. Defining Responsibility, Authority and Communication
1.B.4. Providing Resources
1.C. Evaluating the Spa Quality System
-------
1.D. Documenting the Spa Quality System
-------1.D.1. Necessary Documents
------ 1.D.2. Necessary Records
2.A. Planning Guest Experiences
-------2.A.1. Identifying Guests
------ 2.A.2. Planning Spa Offerings
------ 2.A.3. Reviewing and Approving Design and Development
------ 2.A.4. Performing Trials and Verifying Results
------ 2.A.5. Marketing and Communicating
2.B. Managing Guest Experiences
-------2.B.1. Collecting Guest Information
------ 2.B.2. Scheduling
------ 2.B.3. Orienting the Guest
------ 2.B.4. Controlling Treatments and Services
------ 2.B.5. Controlling the Use of Facilities and Equipment
------ 2.B.6. Controlling Products and Supplies
------ 2.B.7. Controlling Refreshments and Meals
------ 2.B.8. Controlling Linens and Apparel
------ 2.B.9. Controlling Retail Products
------ 2.B.10. Controlling Guest Property
--- -- 2.B.11. Responding to Guests
2.C. Evaluating the Guest Experiences
2.D. Documenting Spa Guest Experience Processes
-------2.D.1. Necessary Documents
------ 2.D.2. Necessary Records
3.A. Planning Support Processes
-------3.A.1. Controlling Spa Documents
------ 3.A.2. Controlling Spa Records
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3.B. Managing Support Processes
-------3.B.1. Staffing the Spa
------ 3.B.2. Subcontracting
------ 3.B.3. Purchasing and Inspecting
-- --- 3.B.4. Managing Products and Supplies
------ 3.B.5 Managing Spa Facilities and Equipment
------ 3.B.6 Managing Cleaning and Sanitation
------ 3.B.7. Managing Safety
------ 3.B.8. Managing Linens and Apparel
------ 3.B.9. Managing the Spa Environment
------ 3.B.10. Protecting Natural Resources and the Environment
------ 3.B.11. Controlling Problem Products, Equipment, Supplies and Services
------ 3.B.12. Controlling Monitoring and Measuring Devices
------ 3.B.13. Managing Finances
3.C. Evaluating Support Processes
3.D. Documenting Support Processes
-------3.D.1. Necessary Documents
------ 3.D.2. Necessary Records
4.A. Planning Improvement
-------4.A.1. Assessing Spa Processes and Systems
4.B. Managing Improvement Processes-------
------ 4.B.1. Identifying and Predicting Problems
------ 4.B.2. Analyzing Risks
------ 4.B.3. Addressing Problems and Risks
------ 4.B.4. Correcting Root Cause
4.C. Evaluating Improvement Processes
4.D. Documenting Improvement Processes
-------4.D.1. Neccessary Documents
------ 4.D.2. Neccessary Records
Appendix A
Cross Reference of Spa Categories and Elements to Sections of
The International Standards of SpaExcellenceSM 2008
Appendix B
Glossary of Key Terms
SpaQuality LLC Services
SpaExcellenceSM Education
Quality Management Courses, Seminars, and Workshops for Spas
Public Speaking
SpaExcellenceSM Assessments
SpaExcellenceSM Spa Quality System Assessments
SpaExcellenceSM Anonymous Guest Assessments
Benefits of SpaExcellenceSM Assessments
SpaExcellenceSM Certification
Recognizing Excellent Spas
Benefits of SpaExcellenceSM Certification
Benefits of SpaExcellenceSM Assessment
Levels of Excellence
-------Level of Excellence 1 - Intention to Improve
------ Level of Excellence 2 - A Basic Quality Management System is in Place
-------Level of Excellence 3 - The Complete Quality Management System is in Place and The System is
-------------- Documented and Stable
-------Level of Excellence 4 - Continual Improvement is Emphasized
-------Level of Excellence 5 - Best-In-Class Performance
About the SpaExcellenceSM Crystal Award
Other Services
SpaQuality Consultant Certification
SpaComplaints.com
SpaCompliments.com
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