Pulse SPA Magazine October 2016 by Bel SPA

OCTOBER 2016

P U L S E . E X P E R I E N C E I S PA . C O M

Happy! SPAS MAKE AN IMPACT

FROM YOUR CHAIRMAN 2016 ISPA BOARD OF DIRECTORS ELECTED OFFICERS

“We make a living by what we get, but we make a life by what we give.” — SIR WINSTON CHURCHILL

t is often easy to forget the value of generosity when we are in the midst of abundance, but being reminded of how blessed we are allows us to reconnect to a bigger purpose in life. This issue of Pulse highlights the spa industry’s magnanimous heart (read the “The Giving Heart” on page 34) to give back to the community it serves. Personally, I see it necessary to be inspired by how others are giving back so that we may also reignite our passion within to make a greater impact to the lives of others. But generosity goes beyond digging into our pockets to donate to a cause or organization. Every day we practice generosity by giving our hearts to our guests. By doing so, we instill in them a passion for healthy living. By giving our time or resources, we are able to make a difference—and when our efforts matter, then we matter. However, giving one’s time, talent and self can be very draining. Therefore, we must take care of ourselves so that the act of giving doesn’t become a selfish act. Instead, it is an act that supports our continued gift of supporting the lives of the people around us. Every day we work hard to be a gracious host, to be enjoyable, to fix issues, to make people happy but to truly have a sustainable energy to make the largest impact, we must take the time to recuperate, take our own advice and give back to our selves. Give of yourself and you will get back more than you have given. After all, the circle of giving is like a boomerang. The more you have given, the better you feel. The better you feel, the more you want to engage and give back. How about you? How willing are you to throw that boomerang so others may have more? And more importantly, how gracious are you to accept the gifts back after receiving more in return?

—TODD SHAW, CHAIRMAN

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CHAIRMAN Todd Shaw VICE CHAIRMAN Todd Hewitt Shangri-La International SECRETARY/TREASURER Laura Parsons ESPA International (US) Ltd. (Spa Division) IMMEDIATE PAST CHAIRMEN Ella Stimpson The Spa at Sea Island Michael Tompkins Hutchinson Consulting DIRECTORS Sharilyn Abbajay ISPA Foundation Vice Chairman Noel Asmar Noel Asmar Group, Inc. Blake Feeney Chaleur Beauty Michael Harmsworth ESPA International (US) Ltd. Kristine Huffman Huffman Hospitality Concepts Garrett Mersberger Kohler Co. Julie Oliff St. Regis Aspen Frank Pitsikalis ISPA Foundation Chairman Eric Stephenson Well World Group Dawn Tardif BodiScience Wellness Center & Spa Todd Walter Red Door Spas Lynne McNees International SPA Association MEDICAL ADVISOR Brent A. Bauer, MD Mayo Clinic

CHAIRMEN’S COUNCIL Past ISPA Chairmen who are current members: Gayle Brady • Brady Spa Consulting Jeff Kohl • Spa & Club Ideations Jean Kolb • Well By Choice John Korpi • Korpi & Korpi Kate Mearns • 5 Spa Consulting LLC Jim Root • Glen Ivy Hot Springs Jane Segerberg • Segerberg Spa Consulting, LLC Deborah Waldvogel • Sedona Resorts

THE MAGAZINE FOR THE SPA PROFESSIONAL

EXECUTIVE Lynne McNees • ISPA President EDITORIAL Mae Mañacap-Johnson • Editor DESIGN Marja Walker ADVERTISING AND SALES Tara Finn ADVERTISING COORDINATOR Ashley Roberts PRODUCTION MANAGER Chris Guzicki

Pulse is the official publication of the International SPA Association, a member organization for the spa and wellness industry. Copyright 2016. All rights reserved. No part of this publication may be reproduced without written consent of ISPA. All inquiries should be sent to Pulse, 2365 Harrodsburg Road, Suite A325, Lexington, KY. 40504 USA. Canadian publication agreement No. 40042114. PULSE ACCEPTS LETTERS TO THE EDITOR. Please include your name, title, company,

EDITORIAL OFFICES International SPA Association 2365 Harrodsburg Road, Suite A325 Lexington, Kentucky 40504, USA Phone: 1.859.425.5062 1.888.651.ISPA (4772) • Fax: 1.859.226.4445 experienceispa.com

address, phone and email address. Only your name, title, company and location will be published in the magazine. The editor reserves the right to edit for clarity and content. By submitting the letter, you are giving ISPA publishing rights. Pulse (USPS 017-893, ISSN 15259226) is published 10 times a year – January/February, March/April, May, June, July, August, September, October, November and December by Associations International, 2365 Harrodsburg Road, Suite A325, Lexington, Ky., 40504. Periodicals postage paid at Lexington, Kentucky, and additional mailing offices. POSTMASTER: Send address changes to Pulse, Attn: Member Services, 2365 Harrodsburg Rd., Suite. A325, Lexington, Kentucky, 40504, USA.

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is the magazine for the spa professional. As the official publication of the International SPA Association, its mission is to serve as the preeminent resource of expert insights, trends, tools and research to help spa professionals create innovative solutions and make informed business decisions.

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MARION PHOTOGRAPHY STUDIO

ou’ve probably heard the age-old advice by the wise Confucius: “Choose a job you love and you will never have to work a day in your life.” Many times when we are young, it’s difficult to know with certainty the path that would lead us to your passion. I was probably 10 years old when I first discovered my gift of the written words. After tasked to compose an essay as part of our weekly homework, my grade-school teacher copied my entire essay on the blackboard as an example of a work well done. That was the first time I felt the joy of writing. It made me look back, had this perceptive teacher not have done what she did, would I have truly realized this wonderful gift of storytelling? Where would the road have led me had I chosen a different path?

“Be who you were created to be, and you will set the world on fire.” We all have different stories on how we got to where we are now, some of us had to face more challenges than others, but ultimately, we manage to arrive at the same destination—the spa industry. Some of these inspiring stories are featured in this issue’s “The Road Ahead: Walking the Path Toward a Meaningful Spa Career” (page 46). Many more will be highlighted in People of ISPA (read ISPA News, page 59), which will profile spa industry professionals and their personal stories of struggles and triumphs. Despite the differences in our stories, there’s a common thread that ties us together: our passion for the spa industry. Passion is what drives us to rise above, even when everything else is pulling us down. Passion is what inspires companies and people, like those featured in this issue’s “The Giving Heart” (page 34), to make a difference in the lives of others. When at the crossroads of uncertainty, remember the words of St. Catherine of Siena: “Be who you were created to be, and you will set the world on fire.” Are you ready? Together, let’s set the world on fire!

DID YOU COLOR INSIDE THE LINES? Many shared their creative creations on social media and some even threw a coloring challenge to see who among their peers were Monet in-the-making. Shane Bird and Jennifer WaylandSmith got into the fun and proved that, with a little bit of color, life is so much better!

SHANE BIRD —MAE MAÑACAP-JOHNSON, EDITOR @ISPAPULSEEDITOR

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2016

The Giving Heart

The Road Ahead

Embracing Social Responsibility BY MAE MAÑACAP-JOHNSON

BY MAE MAÑACAPJOHNSON

TIPPING the

Ways to Effectively Conduct Performance Reviews

SCALE Walking the Path Toward a Meaningful Spa Career BY STEPHANIE REST

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Innovation Talk

IN EVERY ISSUE

pulse.experienceispa.com 16

From the Chairman

Pulse Preview

Pulse Points

The Spa at Carillon Miami Beach Creating a Wellness Mindset in a Beauty-Driven Market BY MAE MAÑACAP-JOHNSON

Member News BY TARA SALAH ELDIN AND BRIANA LEE

Conversations: Dr. Edward Taub Integrative Medicine Pioneer BY MAE MAÑACAP-JOHNSON

32 51 52

SEE + BE SEEN A Day in the Life: Carol Maugeri Reiki Practitioner and Volunteer Ronald McDonald House New York Success Stories: Cary Collier Principal • Blu Spas Inc. Ask the Expert: Stephen Shapiro Innovation Expert & Author of 24/7 Innovation

ISPA Foundation

ISPA News and Calendar

ISPA Snapshot Survey

Product Spotlight

Social Connections: Melis Cohen Owner and Designer Melis Accessories Phoenix, Arizona End Notes

ABOUT THE COVER Water is essential to the survival of the human life. On the cover, a child brims a thousand smiles after being given access to this most basic need, a mission which charity: water has taken to heart. This “Giving Back” edition celebrates the many acts of kindness by charitable members of the spa industry. COVER PHOTO © CHARITY: WATER

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PULSE POINTS

Giving Back Matters to Millennials mong all the different generations, millennials are more likely to say it matters to them that businesses give back to society. This is the finding from a poll conducted by Morning Consult for Fortune magazine. Of more than 2,000 individuals surveyed, nearly two-thirds (more than 60 percent) between the ages of 18 and 34 were at least “somewhat more likely to want to work for a company that gave to charity.” In comparison, 59 percent of those between 35 and 44 years old, and 47 percent of baby boomers (ages 45 to 64) are more likely to prefer companies with strong social responsibility. Young people were also more inclined than their elders to say they would buy products from a company that contributes to charity, or to recommend the business to a friend. How are you communicating your philanthropic initiatives to millennials who find these efforts highly important?

Study Identifies 3 Barriers Stopping Canadians from Giving Back

ccording to the World Giving Index, Canada ranks as a top-five global leader in philanthropy. There is no question that the majority of Canadians have a big heart but a recent study called the Ronald McDonald House Charities (RMHC) Family Pulse Survey reveals the three barriers that are holding Canadians from donating financial help or volunteering their time.

1. Money: Nearly 70 percent of Canadian parents felt they did not have enough money to donate. 2. Time: 46 percent of parents feel there isn’t enough time for their family to give back. 3. Too Many Causes: 22 percent of parents feel there are too many charitable causes to support. Because the study also shows that more than 75 percent of Canadian parents and children feel it’s important to give to charity, but wish it was easier to do so, the Ronald McDonald Houses in Canada launched a new online giving platform called Make Fun Matter, which makes giving fun, easy and personal. When launching your own giving back program, how are you making your initiative hassle-free and personal to help encourage staff and clients to be part of your corporate social responsibility (CSR) program?

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DELOITTE’S 2016 IMPACT SURVEY:

Volunteer Work Increases Your Chances of Getting Hired study by Deloitte entitled 2016 Impact Survey indicates that volunteering your time for a good cause may not only be a good way to develop leadership skills, but also help increase your hire-ability to prospective employers. More than 2,000 respondents based in 13 major U.S. metropolitan areas and with the ability to influence hiring decisions or indirectly influence the person making the hiring decisions participated in the survey. Results from the survey indicated that 82 percent of the respondents would choose candidates with volunteering experience. Eighty-six percent believed that adding volunteer activities on a resume gives the candidate a competitive edge. The majority (85 percent) even admitted to overlook resume pitfalls when a candidate includes volunteer experience. What makes the majority of the respondents keen to hire candidates with volunteer experience? It may be because 92

percent of the respondents also think that volunteering is an effective way to gain leadership skills while 88 percent believed skill-based volunteering plays a key role in developing a strong character. Despite the valuable benefits of including volunteer work on one’s resume, many candidates do not leverage their volunteer experience to their advantage. In fact, based on the survey, only 30 percent of resumes seen by the respondents include volunteer experience while 40 percent of candidates admit they do not include volunteer work on their resume. This may be because 17 percent of candidates think employers don’t care, while 35 percent said they would rather for prospective employers to focus on their professional skills, less on their volunteer experience. Are you taking the time to volunteer for a good cause? More importantly, are you leveraging your experience to develop leadership skills that may also help you grow professionally? n October 2016

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MEMBER PROFILE

THE SPA AT CARILLON MIAMI BEACH Creating a Wellness Mindset in a Beauty-Driven Market BY MAE MAÑACAP-JOHNSON

iami, by most definitions, is the year-round summer capital of the beauty-obsessed. Here, bodies are toned and aesthetic enhancements are highly in demand. “Historically, people in Miami have been very body- and image-driven, compelled by vanity to look great in a climate that allows you to wear little, nearly year-round,” says Vice President of Spa & Wellness Mindy Terry. But lately, there’s a subtle health revolution taking place. “There’s recently been more of a shift toward ‘inner wellness’— a focus on optimal energy, emotional well-being and feeling happy,” she says. As the ultra-chic city gradually moves toward embracing “inner beauty,” The Spa at Carillon Miami Beach is at the forefront of this change, helping to steer the focus toward inward well-being through a myriad of wellness offerings. It wasn’t always this way though. Before Terry

“People are always looking for the ‘magic bullet’ that will make their business successful. The truth is, there is no magic bullet. It is about attending to the many business basics that synergistically work together to create success.” — MINDY TERRY VICE PRESIDENT OF SPA & WELLNESS THE SPA AT CARILLON MIAMI BEACH MIAMI BEACH, FLORIDA 16

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came on board, the previous managing director had a different vision. “I started in January 2016, which was also a time of change. The previous managing director had steered the spa away from wellness. Today, we are working to put wellness back, front and center, establish the new Carillon brand and build awareness of all the amazing things we have to offer,” Terry says. Unfortunately, marketing a holistic wellness offering in a beauty-focused market is not the only challenge the spa has to face. At the onset, the spa has had its baptism by fire. “When the spa was launched in November 2008, it was owned by

Lehman Brothers Holdings, Inc. and managed by Canyon Ranch. It opened during the financial crisis and Lehman Brothers was one of the first companies to collapse during that time. The property was put into bankruptcy. In 2014, Z Capital Partners won the property in bankruptcy court and took over ownership in 2015,” she says.

New Owners, New Challenges Expectedly, along with new ownership came new set of challenges. Z Capital opted to part ways with Canyon Ranch to become an independent operator. As a result, all operating infrastructures were unplugged. “When hotels are part

of a conglomerate, they have the benefit of being able to plug into central reservations systems, property management, point-of-sales systems, standardized policies and procedures, accounting systems, etc. As a new independent, these systems needed to be put into place,” Terry says. Like in any startup business, it can be overwhelming to put all the pieces together, but the key in making all fit is to have the right pieces in the right places. “The situation could be summed up as trying to assemble a bicycle while riding it. Today, we are still working through a lot of related challenges, but we are establishing a talented team with

Guests at the spa get to enjoy a view of the sand and sea while working out.

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MEMBER PROFILE

The spa's clean and modern interior helps to create its upscale and city chic appeal.

years of experience that will be able to do the heavy-lifting required,” she says. What has helped the spa from a marketing standpoint is Carillon’s longstanding brand recognition in its community. The Carillon Hotel, established in 1958, was a hot spot for movers and shakers of the era. “It was once recognized as ‘Hotel of the Year’ and was said to be the anchor of North Miami Beach. When Canyon Ranch stopped managing the property, it was decided to adopt the original name of the property and keep the focus on wellness for guests, residents and the community.”

Marketing Success Although the spa has the benefit of marketing to hotel guests, the spa continues to strategically target the local market. “Based on the size of the spa

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(70,000 square feet), we have the ability to do more than 250 treatments per day. However, with only 110 hotel rooms and 587 residential units, it is imperative to draw from the local market,” she says. To do this, the spa uses public relations, programming and marketing to build awareness in Miami. “Each week, I review our numbers and calculate performance ratios which give me a compass for how I need to direct the business. With my background in spa and wellness programming and operations, Z Capital’s focus on finance, and other talented hospitality professionals who are part of the property’s team, we have the resources needed for success.” In order to effectively share the spa’s brand story, Terry has leveraged the power of good public relations. “In my experience, public relations is one of the most powerful sales and marketing tools

that exists. Any time you have thirdparty reviews, it helps to create trust in a brand that is difficult to achieve with paid advertisements. When we started new PR initiatives in May, we saw an instant boost in the local market. In the first 30 days, the increase in our local capture rate went from 23 percent in 2015 to 37 percent in 2016,” she says. In addition to PR, the spa also puts a sales and marketing strategy and plan in place. “If your goal is to go after volume through reduced rates, the types of decisions you make must support that method. If you want to maintain exclusivity and keep your rates high, your strategy has to be completely different. That’s why I continually say, ‘Know who you are, know your guest and remember your brand promise. Go back to it throughout the year and see if you are staying true.’ A lot of operators can veer off track when they are not guided by effective strategies and a brand-focused plan.”

Wellness Medicine With spa guests’ focus shifting to wellness, Terry has seen a growing trend

in clean, nutrient-dense eating and detoxing/cleanses as well as a greater awareness of the importance of “tuning out to tune in” through meditation, and even improved sexual health. The spa also blends wellness and mainstream medicine by adding Wellness Medicine into its services. “The Carillon Miami Beach is a mixeduse property that services hotel guests, residents and locals. A lot of the residents are retired or are baby boomers who are still working. The wellness medicine component of our business keeps everything they need in one location, which is a tremendous benefit to living here,” she says. “For residents and locals, we focus on long-term health. For hotel guests, we focus on packages for specific health outcomes such as weight loss, detoxing and stress management.” In order to deliver its Wellness Medicine service to guests, the spa has a

dedicated health and healing department which is led by a physician who focuses on prevention and longevity. In addition to comprehensive diagnostics and health consultations, the expansive offerings include: nutrition counseling, detoxification program, acupuncture, physical therapy, exercise physiology, energy healing, health and life coaching, executive health programs, among others.

The Right Team A big component of the spa’s ability to deliver great services to guests is its service-oriented team. “I’ve been really lucky that we have a very cosmopolitan team. They come from different cultures and have brought a lot of best practices with them,” she says. To incentivize good performance, the spa has put in place an “employee of the month” program called The Carillon Champion. “Heart-of-house and front-

of-house service professionals are nominated by their peers and receive a monetary award and company-wide recognition. In addition, we celebrate work anniversaries, birthdays and other special occasions. Employees are given complimentary access to all wellness lectures and fitness classes, along with discounts on spa services, F&B and retail offerings in order to encourage a lifestyle of well-being,” she says. Ultimately, despite all the details involved in operating a spa, Terry never loses sight of the essential. “People are always looking for the ‘magic bullet’ that will make their business successful. The truth is, there is no magic bullet. It is about attending to the many business basics that synergistically work together to create success,” she says. n

ABOUT THE SPA Spa open date: November 2008

Signature Treatments Turquoise Dream: A rhythmic full-body dry brushing, followed by an application of seawater and powerful essential oils calms the nervous system, and prepares guests for a warm, weightless float in the spa’s special dry-float cocoon. Seaside Detox Ritual: Reminiscent of ancient Arabian cleansing rituals of royalty with a seaside twist, the signature detoxifying treatment begins with a loofah exfoliation, followed by an application of cleansing seaweed. North Beach Drift: Inspired by Carillon’s gorgeous beach setting, a fullbody exfoliation and cleansing facial prepares guests for a relaxing wrap in a patented seawater gel that is also rich in essential oils.

HOW DOES The Spa at Carillon Miami Beach recruit qualified employees and train staff members? Click here to read more.

Square footage: 70,000 square feet Number of treatment rooms: 25 (does not include additional treatment spaces) Number of full-time spa staff: 145 in four departments (i.e., spa, fitness, salon and health & healing) Guest ratio percentage: 60% female vs. 40% male Method of staff payment/compensation: Hourly, plus flat commission and automatic gratuity Product lines used: Spa: Clarins, Phytomer, Shankara and Aromatherapy Associates Salon: Moroccan Oil, Clarins, SpaRitual and CND Vinylux Address: 6801 Collins Avenue Miami Beach, Florida Website: carillonhotel.com Phone: 1.866.800.3858

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MEMBER NEWS B Y TA R A S A L A H E L D I N A N D B R I A N A L E E

THE SPA SHIFT Announcements marking spa industry players on the move. ●

Diane Trieste has been named VP of Business Development at Saltability in Four Seasons, Missouri.

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VOYA Products Ltd in County Sligo, Ireland has appointed Cindy Childers as Sales and Business Development Manager for the United States.

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Hyatt Hotels Corporation in Chicago, Illinois has appointed Heather Geisler as Vice President of Creative & Field Marketing. Jen Acerra has also been named Vice President of Global Brand Research and Insights.

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Simon Casson now serves as President, Hotel Operations – Europe, Middle East and Africa at Four Seasons Hotels. Rainer Stampfer has been named President, Hotel Operations – Asia Pacific at Four Seasons Hotels & Resorts.

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Four Seasons Seattle in Seattle, Washington has named Michael Pedder as General Manager.

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S. Chevis Hosea and Matt MacDonald have been appointed VPs of Business Development at Miraval Group in Tucson, Arizona.

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Alex Ahluwalia has been named General Manager at JW Marriott Desert Springs Resort & Spa in Palm Desert, California.

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Robert Stanfield was promoted to Managing Director at Omni Orlando Resort at Champions Gate in Orlando, Florida.

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Anthony Freda has been appointed Resort Manager at Montage Kapalua Bay in Lahaina, Hawaii.

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Rodhal Leong-Lyons was appointed Director of Operations at Hyatt Regency Waikiki Beach Resort and Spa in Honolulu, Hawaii.

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SpaTerre at Kona Kai Resort in San Diego, California named Hugh Hedin as General Manager.

BRILLIANT IDEA The Global Wellness Summit will host the first-ever “Shark Tank of Wellness” competition at the 2016 Global Wellness summit in Tyrol, Austria. Competitors will present their wellness concepts to a panel of judges including Simon Casson (Four Seasons Hotels and Resorts), Tracey Chappell (ESPA), Jane Iredale (Iredale Mineral Cosmetics), Sheila McCann (Chiva-Som International Health Resort), Frank Pitsikalis (ResortSuite) and Frank Strobel (Klafs GmbH & Co).

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Diane Trieste

Cindy Childers

Heather Geisler

Jen Acerra

Simon Casson

Rainer Stampfer

Michael Pedder

S. Chevis Hosea

Matt MacDonald

Alex Ahluwalia

Robert Stanfield

Anthony Freda

Rodhal Leong-Lyons

Hugh Hedin

MEMBER UPDATES 1. Two Bunch Palms in Desert Hot Springs, California, was selected as a finalist for the Best Eco-Friendly & Sustainable Property, Best for Men, Best for Hot Springs, and Best for Couples categories in SpaFinder Wellness 365’s Global Wellness Travel Awards. The property has also undergone a six-week major renovation. The spa is scheduled to open 2 to day guests by Oct. 1.

2. Sanctuary on Camelback Mountain in Scottsdale, Arizona hosted a Soul Radiance Satori Retreat with master meditation instructor Sarah McLean who led four days of rejuvenating and inspirational exercises 3 which included candlelight yoga to chakra toning.

3. This month, Mindbody, Inc. will host its BOLD conference in Hollywood, California featuring celebrity fitness expert Jillian Michaels and world-renowned physician Dr. Deepak Chopra as keynote speakers.

4. Coronado Island Marriott Resort in Coronado, California unveiled a new spa and wellness center completed earlier in May. The new spa offers a refreshed focus on nutrition, exercise, stress reduction and reflection.

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5. Matrix Fitness was recently named Gold’s Gym 2016 Equipment 6

Vendor of the Year for the fourth time in the past eight years.

6. Spa Vision Ltd is celebrating 10 years in the business with the opening of a new office in Adelaide, Australia, which will serve the Asia Pacific region.

7. Caesars Palace in Las Vegas, Nevada celebrated its 50th anniversary with a weekend consisting of a pool party, fireworks and a gala headlined by world-renowned entertainers such as Jennifer Lopez, Tony Bennett, Wayne Newton, and many more.

NEW ON THE MENU 1. Four Seasons Hotel Bahrain Bay in Manama, Bahrain introduced the addition of antigravity yoga to its health and well-being offerings.

2. Gadabout SalonSpas in Tucson, Arizona will exclusively offer the Calligraphy Cut, a unique hairdressing technique first introduced in Europe more than 20 years ago. Only 2,000 stylists worldwide are certified to perform the technique and 30 to them are based in Tucson, including in Gadabout SalonSpas.

GIVING BACK Through its “Winks for Pink” Program running throughout October, NovaLash will contribute US$5 to the NBCF (National Breast Cancer Foundation) for every Lash+Doctor sold. Lash+Doctor is an eyelash and eyebrow growth and conditioning serum that maintains healthy hair growth without the hormone prostaglandin. October 2016

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CONVERSATIONS WITH DR. EDWARD TAUB

BY MAE MAÑACAP-JOHNSON

Dr. Edward Taub, a pioneer of integrative medicine, is a man ahead of his time. When he first introduced the idea of meditation, exercise and good nutrition to his patients in the late 70s, the term “wellness” had not been invented yet. He later founded the first Integrative Medicine Department in American hospitals and created the only smoking cessation program ever endorsed by the American Medical Association. He also inaugurated the first “Voyages to Wellness” at sea for WindStar, Holland America and Cunard Cruise lines as well as served as QVC’s onair Wellness Medical Doctor for 15 years. Here, he shares with Pulse his journey in helping push integrative medicine into the limelight and his views on the challenges that are keeping mainstream medical professionals from embracing wellness. PULSE: You helped pioneer integrative medicine in the U.S. What first sparked your interest in blending mainstream medicine with alternative medicine in your own practice? Dr. Edward Taub: In 1975, I built one of the largest pediatrics practices in Southern California, which consisted of 20,000 patients. I did a survey to determine the patterns of illness that my four medical partners and I were treating. I discovered that 80 percent of our office visits were directed to 20 percent of our patients. I initially assumed these were children with severe chronic diseases or genetic conditions. However, by digging deeper into our survey results, I discovered these were children with mostly minor but recurring problems like ear and eye infections, tonsillitis, colds, asthma, rashes and tummy aches. The shocking results led to the beginning of integrative medicine and determined the course of my career ever since. P: Can you share some findings from that survey? T: I realized that the children who were ill 80 percent of the time could be part of the legions of the “worried well and walking wounded.” I began to wonder whether the fact that they actually expected illness—and if the anticipation—helped create illness 24

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and problems for them. To find more answers, I initiated a clinical study participated in by 2,000 children and parents in my medical practice. For two years (1976 – 1978), I personally taught the children, some as young as four or five years old, a therapeutic meditation technique when they came to our office with an illness. In addition to healthy nutrition, exercise, prayer and meditation, me and four of my medical partners recommended yoga and periodic massages—which were concepts very, very “way out” in medical practice at the time. The results were dramatic. Most of our “worried well and walking wounded” patients stopped coming in with recurring illnesses.

P: What was the most surprising part of your findings? T: The most amazing phenomenon we noticed was that both the kids and their parents who initially came to us with poor health mindsets were empowered with a new belief system. We helped shift their attitudes from illness to wellness, where the body responds to the mind. Despite these findings, however, we were still confused about the changes because the “wellness” paradigm as we know it today was still virtually unknown then. Dr. John Travis had only

brought the concept of wellness to national attention in 1979. I decided to consult with Dr. Jonas Salk, the famous polio vaccine pioneer. After reviewing my patients’ charts at the Salk Institute in La Jolla, California, he looked up at me and said, “You are developing an entirely new type of vaccination! It will be a stress inoculation—a painless immunization you should administer as early as possible to patients because the younger they are, the more effective it will be.”

P: You once said integrative medicine should be as spiritual as it is scientific. What do you mean by this? T: My co-author, the Nobel Laureate, Dr. Ferid Murad, and I introduced “Wellness Theology” in The Wellness Solution (World Almanac Publishing, 2007). He was awarded the 1998 Nobel Prize in Medicine for discovering nitric oxide molecule as the body’s signaling molecule—it helps keep our cells, tissues and organs healthy and balanced. Essentially, everything we do that’s good for us—healthy nutrition, exercise, altruism, yoga, massage, spa treatments, being loving and forgiving—increases the amount of nitric oxide in our bodies. Dr. Murad and I wrote: “If you believe God first breathed life into your atoms, we suspect the divine breath, in molecular form, would be nitric oxide.” We further introduced the idea of Wellness Theology by writing: “Faith, hope, and prayer are also essential cornerstones for building health and overall well-being.” P: What are some of the hurdles that could make it challenging for physicians and other mainstream medical professionals to embrace integrative medicine? T: According to official government resources, the nation’s health-care tab in 2016 is expected to surpass US$10,000 per person for the first time! Can you imagine the economic chaos that would ensue if we were to all of a sudden adapt wellness lifestyles? Unfortunately, the economics of modern medicine also encourages physicians to be very poor listeners. Younger physicians and “super-specialists” seem to be the worst listeners among doctors. This troubling phenomenon can be explained in pure economic terms: Insurance companies pay doctors for procedures and tests, not for conversation. Unfortunately, this means the qualities that make us quintessentially human—thoughts, feelings, emotions, the expressions of our souls—tend to have

2 Core Principles of Dr. Taub’s Integrative Medicine Practice Health is primarily determined by personal responsibility, self-value and reverence for life.

1. 2.

Health is too important to leave up to only science, but also too important to take an unscientific point of view and reject the real benefits of science.

very little place in the patient-physician interaction. Insurance companies and increasing medical sub-specialization have created a conceptual blind spot, namely, an inability to appreciate the virtues of self-care and self-healing. We are standing on the cusp of a golden age in integrative medicine as it evolves into the field of Molecular Wellness (the unfolding dance of life in which the energies of our body, mind and spirit are in balance with each other), but the medical system, as it is currently structured, is poorly qualified to carry this exciting field into the 21st century.

P: Which trends or innovations in the medical and wellness space should spa leaders keep an eye on? T: Spa leaders need to beware of the powerful trend to “medicalize” our ills and worries—which is in no small way driven by the economic incentives inherent in the medical model. As influential medical institutions begin taking part in the spa and wellness space, the tendency may start to lean toward generating income over excellence. On the other hand, it’s heartening to learn that the venerable Mayo Clinic has aligned with spa culture since the ethics, integrity and motivation of this institution are beyond question. Thus, while creating a brand or reputation in the medical or wellness space can have exciting PR and economic value, the offering itself can and should be the real deal—helping guests determine their own health destiny via spa culture, first and foremost, rather than building or reinforcing reliance on the medical model. n WHAT DO YOU THINK is the biggest health issue we are facing today? Click here to read more or go to edwardtaubmd.com to learn more about our featured expert.

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TIPPING the

Ways to Effectively Conduct Performance Reviews

SCALE BY MAE MAÑACAPJOHNSON

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discussion as a chance to focus on the problems that need to It’s that time of year again—the dreaded annual be fixed, which means it usually ends up being a negative interperformance review. But why is the performance action that can sap the morale of even the best employees,” he appraisal such a painful exercise for many managers and says. employees? For one, it has never been easy to “objectively” He stresses, however, that the things discussed during a assess another person’s work performance for an entire year, performance review, such as reviewing strengths and much more so to provide a concrete feedback on how to weaknesses, progress on goals and steps for development, are improve the weak points. On the part of the employees, the all important. “But ideally, these things should be discussed process can easily get uncomfortable—even at times disheartregularly, not once a year in a formal discussion. This is ening—especially when one is not used to hearing constructive especially true if there are criticism. problems. Why wait until In fact, research by an annual review to rehash “I try to make the evaluation psychologists at Kansas all of the issues of the past State University, Eastern process a bit more positive by year? Those things should Kentucky University and have been addressed along Texas A&M University found making it a chance for both the way,” he says. that critical feedback during parties to sit down, discuss Glen Ivy Hot Springs performance reviews do not Employee Services Manager motivate employees to mutual goals for the future and Jane Durling completely improve. Instead, it had the agrees, saying that a good opposite effect. identify better ways to work manager will handle situaWhether you agree with together to achieve those tions as needed. “Managers the researchers’ findings or should always pay attention not, some sort of feedback is goals. For me, it’s more about to an employee’s behavior necessary in order to assess and performance on a how an employee is meeting creating a better future than it consistent basis. They his or her goals and help is about correcting the should correct as needed determine how managers and praise when appropriate can support employees mistakes of the past.” and should not wait for the whose goals remain unmet. annual performance evalu— Jeremy McCarthy, Group Director of Spa, Mandarin Oriental Hotel Group ation to do so,” she says. Essential Tool Spa Gregorie’s President Jeremy McCarthy, group Scott Duncan says director of spa at Mandarin performance reviews help remind employees of the company Oriental Hotel Group, thinks performance appraisals are overstandards. “Reviews and regular check-ins with employees utilized but necessary. “I think the performance review, the way prevent the decrease of team moral and complacency and it is done in most companies, is one of the most over-utilized equally opens up the line of communication that helps the team tools in business today. We all have a negativity bias, so both relationship thrive,” he says. the manager and the employee tend to use this annual

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Focusing on Employee

Glen Ivy Hot Springs (above) includes in its performance evaluation process a review of the Employee Performance Log, a tool updated throughout the year.

Goals and priorities are not the only things discussed during a performance appraisal. Meeting expectations is also on top of the agenda. “Performance appraisal is a way to ensure that the employee is performing to the manager’s expectations and to conduct a review of employee’s work product, efficiency and attitude over the course of their employment. It is also a way to identify how to bring out an employee’s respective best,” says Durling. To ensure that employees do not leave a performance review feeling deflated, The Spa of Colonial Williamsburg HR and Finance Supervisor Ryan J. Young recommends shifting the focus toward employee contributions and personal goals. “Reviews should be structured to highlight how an employee’s presence at the facility advances the business goals and their own personal goals for growth and learning. While traditionally a review is seen as a time to bring to discussion items the employee needs to work on or concerns in performance, this is self-defeating and creates an atmosphere of dread-concerning reviews,” Young cautions. Young further adds that performance reviews is not a time for surprises. “Nothing presented in an employee review should

MORALE-KILLING WORDS TO AVOID “I don’t like how…” “Always lean in the direction of emphasizing an employee’s strengths. When it is necessary to lean on more difficult conversation, always give them input and support on how they can improve,” says Duncan. “You’re wrong.” “This will only trigger anger and more confrontation. Instead, a manager should say, ‘I know you disagree, but I believe this evaluation accurately reflects your performance,’” says Durling. “What was your problem?” Durling says employees will misperceive at such a statement. Instead, she suggests asking, “What were the conditions from your perspective that made it difficult for you to complete the task?” “You really did a great job but...” “Whatever comes after the ‘but’

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negates the preceding compliment. Make a point of using the word ‘and’ instead,” Durling says. “Therefore, a manager should say, ‘And, you can do even better by making these improvements.’” “Your position here is solid so long as you keep up the good work.” “You may intend such statements to encourage good performance, but they’re legally dangerous because they imply an employment contract that a court could find binding,” Durling cautions. “You know…” Young says managers should never assume what an employee knows without inquiring. Instead, he suggests asking: “What do you think…?” or “Do you know…?” “Never” and “Always” “These two words are an argument without a verb. Rare is the time when I have

seen an absolute when it comes to performance, and when you cage someone into an absolute, he or she gets defensive,” Young says. “I think…” Young says what you think may be relevant to the situation, but how does that relate to an employee’s experience? Instead, he prefers the phrase “I believe…” because it does not have the same sound of finality and is more open to a discussion and is less of an accusation. “We” Young says using the term “we” is using vague members of the business to support your opinion. A review can include input from many places, but the discussion is between you and the employee. Don’t bring others into the discussion unless they are at the table.

be a surprise to either party, and if an employee has deficiencies in work, these should be addressed as they happen, and then touched on as a reminder of continued improvement only in a yearly setting,” he says.

Duncan, on his part, suggests keeping the conversation casual to help employees feel comfortable. “This puts the employees at ease and gets them in a pattern of communicating so they may be more receptive and open to give suggestions during the actual review,” he says.

360-Degree Feedback A good performance review is often a two-way street. Thus, open the table for mutual conversations. This may be easier said than done, but honesty and humility go hand-in-hand in an effective performance review. “When I was running my first small business, I was terrible at performance reviews,” admits Alisa Marie Beyer, founder of Coastal Salt & Soul. “I usually forgot about doing them, ignored them or did a ‘fly by’ meeting with my employees. After several years and about 50 employees later, I knew I had to change. I also knew I was just not good at it. So I hired a professional human

Rater Bias Avoiding rater bias is one of the many challenges in performance reviews, but Durling says one way to avoid this is by properly Spa Gregorie's values performance reviews because it helps the spa remind its staff of expectations and standards.

“Reviews and regular check-ins with employees prevent the decrease of team moral and complacency and equally opens up the line of communication that helps the team relationship thrive.” — Scott Duncan, President, Spa Gregorie's

resource consultant to set it all up for me: the calendar, the questions and the process.” It paid off. “I got amazing feedback from each employee on how my company could be better, how they could help us become better and how I personally could be more effective. Now on my fifth company, I use the same system and questions as I did 20 years ago!” says Beyer. Part of Beyer’s review process involves sending out 10 questions to her employees a week or two before the review. “They have time to reflect and complete it and send it back to me a few days before we meet. I also answer the same questions and provide it to them in writing during the review,” she says. McCarthy says approaching the review as a tool for a mutual conversation makes the process a positive experience for both parties. “I try to make the evaluation process a bit more positive by making it a chance for both parties to sit down, discuss mutual goals for the future and identify better ways to work together to achieve those goals. For me, it’s more about creating a better future than it is about correcting the mistakes of the past,” he says.

not just a pretty face P R A I B E AU T Y

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documenting performance in an Employee Feedback Log yearround. “If managers provide timely feedback, then the accuracy of that feedback is going to be much better than if they wait until an annual review,” says Durling. She adds that having a performance management system that allows the attachment of files and notes is a great way for

“The performance review is a chance to relive some of the past year’s challenges and victories together, and discuss what you each want for the coming year.” Coastal Salt & Soul, which creates a scented body butter and soap line, employs a 10-question survey as a performance review tool.

Tips to Effectively Conduct Performance Review

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— Ryan J. Young, HR and Finance Supervisor, The Spa of Colonial Williamsburg

Prepare and avoid being too vague. Durling says performance review can only work when managers use specific examples that will improve an employee’s job performance. “Keep a file or document where a manager can jot down specific instances of both exceptional and ‘need improvement’ performances and job habits,” she says.

2. 3. 4.

Follow up. As part of the review, a manager should be setting goals for the coming year. “Performance reviews only work if there is a follow-up throughout the entire year and not just for an hour (or less) once a year,” says Durling. Use employee self-reviews. “Self-reviews are extremely helpful because they give employees a way to reflect on their own performance and give managers more details on how the employee has performed,” Durling says. Know your standards and be clear about them. “If you are clear on your standards and express them in a concise manner, your employees already know where they excel, where they may be deficient, and what is expected of them. The most time-consuming aspect of reviews occurs when an employee is unclear on a standard he or she may have scored low in and is willing to fight to make you see things his or her way,” Young says.

Set the timeline and stick to it. When scheduling reviews, the amount of time you spend with each employee is noticed. If an employee needs to spend more than the scheduled time on their review, make arrangements to come back at another time to continue the discussion. “This will help other employees to know that everyone is being given as much time as they need and allows an employee to calm down and regroup should he or she has a particularly negative reaction to an item in the review,” Young says.

Stick to the script. Avoid discussing items off the cuff. “No one’s memory is perfect and if you try to make a case on incorrect information, your credibility suffers,” Young says. “If an employee demands examples of a deficiency and you don’t have examples as part of the review, let them know that you would be able to schedule an extended meeting at a later date to go into detail regarding his or her concern.”

The Spa of Colonial Williamsburg encourages managers and team members to make performance reviews a collaborative process.

“Managers should always pay attention to an employee’s behavior and performance on a consistent basis. They should correct as needed and praise when appropriate and should not wait for the annual performance evaluation to do so.” — Jane Durling, PHR, SHRM-CP, Employee Services Manager, Glen Ivy Hot Springs

employees to ensure that their actual accomplishments are being considered when managers complete their appraisal. Young advises against comparing an employee’s performance over another. “When you begin comparing employees, you open the entire process to opinion and perspective, and both are difficult to judge in an objective manner. What you think of one employee has little to no bearing on the performance of another when compared to the standards you have in place. Know your standards, and review your staff according to what you have in writing, not how you may feel about any individual’s performance,” he says. In the end, Young says both managers and employees need to understand that a performance review is a collaborative process.

“The performance review is a chance to relive some of the past year’s challenges and victories together, and discuss what you each want for the coming year. When you speak to someone as a partner in what you do, they have a much better chance of feeling ownership over their performance and workplace, and more engaged as a team,” he says. n

SHOULD AN EMPLOYEE COMPLAIN that the performance rating she/he received is unfair or inaccurate, how should managers respond? Click here to read more tips and insights.

F E AT U R E D S O U R C E S

JANE DURLING, PHR, SHRM-CP

RYAN J. YOUNG

ALISA MARIE BEYER JEREMY MCCARTHY

SCOTT DUNCAN

HR and Finance Supervisor Employee Services Manager The Spa of Colonial Glen Ivy Hot Springs Williamsburg

Founder Coastal Salt & Soul

President Spa Gregorie’s

MANHATTAN BEACH,

Group Director of Spa Mandarin Oriental Hotel Group

CORONA, CALIFORNIA

WILLIAMSBURG, VIRGINIA

CALIFORNIA

CAUSEWAY BAY, HONG KONG

CALIFORNIA

NEWPORT BEACH,

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SEE + BE SEEN VISITING MEMBERS. ISPA’s Immediate Past Chairman Michael Tompkins went the rounds to visit ISPA members. Left: Tompkins at Complexions Day Spa in Albany, New York. Below: Tompkins also spoke at the 2016 Expo De Turismo Internacional (ETI) in Puerto Rico and met with Stephanie Rest, co-founder of Caribbean Spa Association and Richard Trinidad, spa director at St Regis Bahia Beach.

STYLE MASTERS. CND participated in the Revlon Professional annual international contest, Style Masters, in Paris, France. Style Masters offers a platform for hairdressers to express themselves as artists and present their most creative work. SUN SAFETY.

WANT TO BE SEEN? Email allie.martin@ispastaff.com to submit post-event press releases and photos for potential inclusion in SEE+BE SEEN.

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Students at the Shelly True Dance Academy in Littleton, Colorado learned about sun protection and skincare awareness with Osmosis Pür Medical Skincare.

From left: Robert Montgomery, executive vice president and COO of Iredale Mineral Cosmetics, Ltd.; Emily Craig, brand manager of Chrysallis Proderma; Jane Iredale, president and founder of Iredale Mineral Cosmetics, Ltd. and Katerina Michail, director of Chrysallis Proderma.

SALES CONFERENCE. Iredale Mineral Cosmetics, Ltd. recently held their Global Sales Conference at Cranwell Resort & Spa in Lenox, Massachusetts. NEW LAUNCH. Repêchage launched their newest professional treatment, Fusion Express Bar and Spa Masks with Nutriceutical Organic Actives.

CELEBRITY SIGHTING. Makeup Artist Vanessa Scali uses Le Mieux to create Anna Kendrick’s glowing look for the Los Angeles premiere of the movie Mike and Dave Need Wedding Dates.

BEAUTY EVENT. Complexions Spa hosted their biannual Beauty and Wellness event, providing those touched by cancer with spa services at the American Cancer Society’s HopeClub.

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THE GIVING HEART BY MAE MAÑACAPJOHNSON

Embracing Social Responsibility For many spas and business owners, philanthropy is at the core of their brand DNA. Here are a few spas and companies that are making an impact in the communities they serve or on a much global scale—one kindness at a time.

Absolute Spa Group Social Cause: Autism Awareness and Poverty Nonprofit Organizations: Pacific Autism Family Network and The Empty Stocking Fund Learn More: pacificautismfamily.com and emptystockingfund.org

Which social cause does your spa passionately support?

My husband and business partner, Sergio Cocchia, and I founded the Pacific

provincial spokes following in early 2017. To date, we have raised more than US$30 million and continue to proudly collaborate with our clients in making a difference. Which marketing drives have helped

from the sales of our Spa Binge Naturals Luffa Body Scrub.

encourage guests to take part of your WENDY LISOGAR-COCCHIA • Chief Executive Officer • Absolute Spa Group • Vancouver, British Columbia Canada

Autism Family Network (PAFN), a charitable organization with a mandate to serve the needs of individuals and families living with Autism Spectrum Disorder (ASD) and related disorders. PAFN is the cornerstone in advancing assessment and treatment techniques for addressing the lifespan needs of individuals with ASD. The PAFN center will open in Richmond, British Columbia, in November 2016 with 34

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giving back programs?

What were the most challenging

Our guests love to take part in our giving back program by purchasing one of our organic Spa Binge products, as 100 percent of the proceeds are donated to charity. We have created shampoo, conditioner, body lotion and lip balm for our partnership with PAFN. Every holiday season, we also partner with the Vancouver Province’s The Empty Stocking Fund. Last year, more than 10 spa locations raised US$15,000 for The Empty Stocking Fund by donating every dollar

parts of putting together your spa’s giving back initiative?

The most challenging part is choosing the charity or charities to support. To ensure we are doing as much as possible, we dedicate a significant amount of time supporting numerous volunteer boards and countless charitable causes. Our spa receives hundreds of requests for charitable donations every year, and we try to give to everyone via various levels of support.

[ comfort zone ] Social Cause: Clean Water Nonprofit Organization: charity: water Learn More: charitywater.org

Which social cause does your

December 2015 and we look forward to its completion by September 2017. It’s a green and sustainable solution to make dirty water clean and we are proud to have an active role in rescuing an entire community from the water crisis.

BRIAN BRAZEAU • General Manager • [ comfort zone ] • Parma, Italy

company passionately support?

We believe clean water is an essential human right. For this reason, we have decided to sponsor a project by charity: water. Our project is helping a community in Cambodia to build BioSand Filters, which kill 99 percent of bacteria in dirty water through a biological process. There are 14.8 million people in Cambodia and 34 percent of them don’t have access to clean water. The project kicked-off in

Why is it important for your company

Which marketing drives helped

to have a giving back initiative?

encourage guests to take part of your

Since its foundation, Davines and [ comfort zone ] have always believed in ethics and sustainability, the cornerstones that have shaped our company’s identity over the years. These values are expressed in the Carta Etica, the Ethical Charter developed by our employees in 2008, to ensure our vision of beauty is echoed and alive in everything we do. The equivalent of almost six percent of our net profit is donated to various charitable organizations, active on social and environmental issues. The Davines Annual Sustainability Report and our journey toward becoming a benefit corporation is a testament to that vision.

giving back programs?

We leveraged this giving back initiative on our social media channels as well as on our website and in spas, launching a communication campaign to encourage all our partners and spa guests to make good use of clean water. For this reason, we developed a branded water bottle alongside with a handy lifestyle water guide to promote sensible, conscious use of water while promoting our charity: water commitment and enabling a direct donation. We also inspire our staff to be involved. “Solidalmente” is an established volunteering team of the Davines Group which promotes giving back initiatives among our staff.

Eau Palm Beach Resort & Spa Social Cause: Heart Disease Awareness Nonprofit Organization: American Heart Association Learn More: heart.org Which social cause does your spa passionately support?

The Heart Walk is the American Heart Association’s premiere event for raising funds to save lives from this country’s no. 1 and no. 5 killers: heart disease and stroke. Designed to promote

the Heart Walk creates an environment that’s fun and rewarding for the entire family. Eau Spa is a proud recipient of the Gold Award from the American Heart Association as a fit-friendly facility for offering healthy eating options, providing health tips and offering complimentary fitness classes for our staff. How do you inspire your team to volunteer in your giving back

CATHERINE WARREN • Spa and Leisure Director • Eau Palm Beach Resort & Spa • Lantana, Florida

physical activity and heart-healthy living,

initiatives?

We have a special team called the “Fairy Godmothers,” named after our branded spa fairies who assist guests in the spa.

We believe in giving back to our community through many fundraising efforts, but this is a fun way for the team to come together, put on our fairy godmother Heart Walk shirts, don our fairy wings and walk as one with our giving and health-conscious Palm Beach community. October 2016

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Which marketing drives helped encourage guests to take part of your giving back programs?

Eau Palm Beach Resort & Spa has a web page for our team, and we are able to post on Instagram, Facebook and Twitter from our site to help us ask for support of our

mission. The American Heart Association also allows us to send out emails to our friends and families. The neatest widget I have seen is the email signature tag that shows a pledge thermometer of how close I am to my personal goal. It is real-time, and the dollars are reflected and the

temperature rises on the thermometer as people donate to my page. It is a wonderful tool, and an easy way to garner donations. We also had events wherein we donated a portion of the proceeds to the American Heart Association.

Eufora International Social Cause: Child Abuse Awareness Nonprofit Organization: Childhelp Learn More: childhelp.org Which social cause does your

How do you inspire your team to

company passionately support?

volunteer in your giving back

For more than a decade now, Eufora International has supported Childhelp in several of our philanthropic campaigns. As cofounders, both Don and I believe that while there are many worthwhile charities and causes, this one BETH BEWLEY • CEO and Co-Founder • Eufora International • Vista, California

especially deserves more attention and support. We took on the mission to build awareness and support for a subject that many companies do not want to talk about. It’s a hard and ugly subject and often gets overlooked by corporate philanthropy since it’s not a warm and fuzzy topic. Creating awareness of the issue of child abuse is just as important as the fundraising efforts.

initiatives?

Since we’ve been working with Childhelp for many years, our staff knows our mission very well. We don’t force our team to contribute their time or money but most do so because of their understanding of this huge problem in our society. We allow your staff to contribute ideas and take part in the planning and execution. This gives them the feeling of contribution and personal reward. Which marketing drives helped encourage guests to take part of your giving back programs?

Eufora provides event-planning kits with the tools and information a salon or spa needs to host an event. The month of April, being Child Abuse Awareness Month, is our national events month, when Eufora and several salons across

North America conduct various types of community events, including cut-a-thons. September is our “One Tip, One Child” campaign. Salons participate in a one-day event where stylists contribute their largest tip of the day to Childhelp. Clients are informed and the organization is promoted through the various salons’ involvement. We also produce a “special edition” of our best-selling finishing spray, where all proceeds go to Childhelp.

Gwinganna Lifestyle Retreat Social Cause: Environmental Protection and Animal Rescue Nonprofit Organization: Wildcare Australia Learn More: wildcare.org.au Which social cause does your spa passionately support?

Because we have the largest land space of any spa in Australasia, it seemed ideal 36

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to address a local environmental issue, in particular providing a safe environment for rehabilitated and rescued animals like koalas, which are in

danger in our area due to urban expansion. As an iconic native species, it was vital to provide help as we know that our property and the trees on-site

make for an ideal home for them. Working with Wildcare Australia Inc., along with a specialized consultant, allowed TRACY WILLIS • Marketing and Public Relations Director • Gwinganna Lifestyle Retreat • Queensland, Australia

us to translocate rescued koalas and an echidna into our property. To support Wildcare Australia Inc., we created a guest donation program wherein guests may contribute a small amount from their stay to the nonprofit wildlife organization. How do you determine which cause

very few ecotourism-certified spas and recognized as “Best Eco Spa” by the 2015 Asia Spa Awards.

or charity to support?

Over the years, Gwinganna has given thousands of dollars in donations to various health-related charities, including several major packages to the ISPA Foundation Live & Silent Auctions. The opportunity to support something so relevant to the land we occupy, made our support to Wildcare Australia an easy decision. Gwinganna is one of the

Which marketing drives helped encourage guests to take part of your giving back programs?

As part of our newest initiative, part of the proceeds from every sold recipe book goes directly to Wildcare Australia. We included a charity logo and information about the initiative in the new recipe book. In addition, during our past

two staff Christmas events, all donations received for raffles were matched dollarfor-dollar by Gwinganna which was also donated to Wildcare Australia. It is important that our guests understand our environmental commitment and where the money we collect goes, so we have various efforts in place. This includes a feature section in the welcome presentation to all guests, ongoing website content and a newsletter that includes photos of the rescued animals and a video of their release.

Kurotel Longevity Medical Center and Spa Social Cause: Children’s Mental Health and Meditation Education Nonprofit Organization: NGO Mente Viva (Mind Alive) Learn More: menteviva.org

DR. MARIELA SILVEIRA • Medical Director • Kurotel Longevity Medical Center and Spa • Gramado, Brazil

Which social cause does your company passionately support?

Kurotel Longevity Medical Center and Spa supports NGO Mente Viva (Mind Alive), a nonprofit organization which I cofounded in 2007. Its mission is to promote the culture of peace through meditation among children in public schools. A research conducted in October 2016

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partnership with NGO Mente Viva and neuroscientists at the Catholic University of Rio Grande do Sul found that meditation improved cognitive skills such as memory and attention, improved attention deficit and hyperactivity symptoms, and increased both the wellbeing of children and teachers in classrooms.

and started to develop communication tools, such as its kid’s radio program (radiowebcrianca.com.br) that focused on health content for children. The program makes use of art (performances, lectures and dynamics) as well as a Live Calendar (daily practical experiences) with activities specially designed to help develop children’s emotional and cognitive abilities.

What tools were used to help engage and encourage students and teachers

What were the most challenging

to get involved?

parts of putting together your spa’s

In July of 2015, the organization expanded its focus to children’s behavior

giving back initiative?

most useful—and which organizations are most deserving—can be challenging. Finding a trusted organization is the first step. Does the organization have a functioning board that is keeping an eye on things? Transparency and open access to the best practices, follow-up processes and, most importantly, documented reliable results are all important. Take the time to find out causes that you’re really passionate about and do some research before you make a decision.

Determining where your efforts will be

Mind in Motion Social Cause: Cancer Research and Awareness Partner Organization: Cancer Treatment Centers of America Learn More: cancercenter.com Which social cause does your

the treatment and healing process.

company passionately support?

The primary goal of the UNBREAKABLE project is to get the STRENGTH blanket in the hands of cancer patients. We will accomplish this goal through collaborations with cancer organizations, as well as the donation of 10 percent of the profits of all products in the LEIGH WEINRAUB • Founder • Mind in Motion • San Francisco, California

UNBREAKABLE collection to hospitals and lodging facilities housing cancer patients and their families. We are excited to announce our first collaboration with Cancer Treatment Centers of America (CTCA), a national network of five hospitals. CTCA understands the healing power of positive affirmation, and intends to incorporate the STRENGTH blanket to enhance patient’s mindset and experience during

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How do you determine which cause or charity to support?

Our goal is to work with organizations that directly impact the patients’ experience in treatment. We decided to focus on wrapping cancer patients in the STRENGTH blanket after hearing deeply touching stories about how the words of positivity brought comfort to families impacted by cancer. Several studies have shown that an optimistic attitude can do wonders for patients’ recovery. The words we see, the affirmations we think, and the attitudes we adopt change us on a cellular level. How do you inspire your team to volunteer in your giving back initiatives?

Most of our staff members have been personally affected by cancer in one form or another, so the UNBREAKABLE project has generated a lot of momentum internally. We are all excited to “think globally,

act locally,” by reaching out to the cancer community in San Francisco. Although the most challenging part of this project is getting the word out, we are confident that the spa industry will become the contagious voice for our powerful message of STRENGTH and UNBREAKABLE spirit. (CONTINUED ON PAGE 40)

ISPA. THE ORIGINAL SOCIAL NETWORKING PLATFORM. #findyourinspiration

STO R IE S T H AT INS P IR E P E O P L E O F IS PA. C O M

THE GIVING HEART (CONTINUED FROM PAGE 38)

Mindful Luxury Social Causes: Domestic Violence and Children’s Cancer Nonprofit Organizations: Jamie Kimble Foundation and Camp Kemo Programs Learn More: jkffc.org and campsite.palmettohealth.org Which social cause does your company passionately support?

Mindful Luxury donates a percentage of all earnings and volunteers to support the initiatives of the Jamie Kimble Foundation for Courage in stopping domestic violence before it begins. In addition, we support children of Camp Kemo

of a cancer survivor, Director of Mindful Luxury Sara Holler knows first-hand how the medical battle is really only a small portion of the “war” each family has to fight.

Which marketing drives helped

How do you inspire your team to

giving back programs?

volunteer in your giving back initia-

Most of our marketing is grassroots through social media and word-of-mouth. We are also developing more programs to support our organizations as we grow.

onboarding process, we discuss this as a foundation of our company and encourage our team to do the same.

encourage guests to take part of your

tives?

Our team is inspired to give back because it is important to them. During the

KAYLA CHILDRESS • World Changer • Mindful Luxury • Charlotte, North Carolina

Programs, which is best known for its week-long summer camp for children living with cancer. Camp Kemo Programs also provides family weekend, teen support groups and fieldtrips, a weekend camp for children who have lost a sibling to cancer, retreats and support groups for children battling sickle cell and hemophilia. Mindful Luxury chooses organizations that are near and dear to our hearts. As a sibling

Sanitas Skincare Social Causes: Women’s Health, Heart Disease and Youth Welfare Nonprofit Organizations: American Heart Association and Project Backpack Learn More: heart.org and projectbackpack.org Which social cause does your company passionately support?

We support the American Heart Association’s (AHA) Go Red for Women and participate in the movement to raise awareness of the issues of women and heart disease. During the entire month of 40

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February, a portion of all sales is donated to the organization. Which marketing drives helped encourage guests to take part of your giving back programs?

We reach out to our partners with a

monthly email and on all our social media channels. We also encourage internal financial contributions from our team, create engaging and fun posters to hang in break rooms and run contests throughout the month to encourage participation. Then, during summer time,

our marketing focus shifts to Project Backpack. For this initiative, we collect backpacks and fill them with supplies for underserved youth in the Denver area. We discovered that the use of infographics were an effective form of communication which helped us gain a lot of attention on Facebook and Instagram during the donation drive. This year, we received enough donations from our

is having clear parameters as to the types of causes we support as a company and scheduling our initiatives regularly throughout the year so we can plan ahead. We have a dedicated team of volunteer employees—our Positive Impact Team (PIT)—that organizes and

executes our calendar of annual fundraising drives. Through our Volunteer Time-Off program, full-time employees can commit up to 16 hours per year, during regular business hours, to nonprofit organizations of their choice at their regular pay rate.

GLENNY LEGENDRE • Committee Chair of Positive Impact Team • Sanitas Skincare • Louisville, Colorado

community, team and vendor partners to fill 28 backpacks with everything needed for these kids to get a great start to the school year. What were the most challenging parts of putting together your spa’s giving back initiative?

One of the biggest challenges was paring down the organizations we wanted to work with— there were so many we wanted to support! What has helped us evolve the program over time

Silverado Resort & Spa Social Causes: Animal Rescue, Cancer Research, Women’s Welfare and Melanoma Awareness Nonprofit Organizations: Animal Rescue Centers and Susan B. Komen Foundation Learn More: komen.org and cancerschmancer.org

Which social cause does your company passionately support? Silverado Resort & Spa carries several lines of “meaningful merchandise” in our boutique. Not only does this merchandise align with our brand but it also provides great stories about the merchandise that we carry. For instance, FarmHouse Fresh

donates a portion of their sales to the production or purchase of dog beds for a pre-selected list of dog shelters, rescues and nonprofit organizations. Feeling Smitten, on the other hand, donates a portion of proceeds from its Cupcakes for Cure Pink Bath Balms to Susan B. Komen Foundation.

SUZY BORDEAUX JOHLFS • Spa Director • Silverado Resort & Spa • Napa, California

How do you determine which charity to support? For our community events, we discuss our strategy and stick to the ones that reach the greatest good. For charities in support October 2016

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with our merchandise gifts or clothing vendors, I let them do the talking. What are they passionate about and is it in line with the spa and our team’s philosophies? Some vendors are hidden gems when it comes to giving back to the community. They may not directly donate to a cause but some of them are making a huge difference in the lives of others. For example, Ready Care Industries’ Pure Fiji products are handmade in Fiji by women in a small village. The money they make producing the amazing line helps them afford to send their children to school. Which marketing drives helped encourage guests to take part of your giving back programs?

We promote different causes in alignment with our seasonal calendar. For instance, we feature Mani-for-the-Cure with SpaRitual in October, during Breast Cancer Awareness Month. Proceeds from a selection of pink polishes that we purchase from SpaRitual will be donated

to Cancer Schmancer Foundation. Cupcakes for a Cure with Feeling Smitten is another great example. You will find that there are quite a few resource partners that will offer “specials” for a particular cause and you can really merchandise them all together. In May,

we promote sun safety with a melanoma awareness message. COOLA Suncare is featured at the same time. We also make sure that we use shelf talkers and signage next to the items in order to promote their message.

Photo Credit: Alison Wright

Spas2b Inc. Social Cause: Empowerment of Women Survivors of War Nonprofit Organization: Women for Women International Learn More: womenforwomen.org Which social cause does your company passionately support?

Beginning in 2005, we started attracting clients from around the world into our spa management course, most were women with inspiring stories. Right around this time, I LESLIE LYON • Founder and President • Spas2b Inc. • Ontario, Canada

heard about Women for Women International which helps women survivors of war. I volunteered to become a “sister” 42

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sponsor, which enabled me to enroll “sisters” in a one-year business course that changes their lives and the lives of their children. With more than 20 years of on-the-ground experience working with women in countries affected by conflict, Women for Women International understands that a comprehensive program addressing the social and economic empowerment of marginalized women is the most effective approach. Since 1993, Women for Women International has served more than 447,000 women in eight conflictaffected nations (i.e, Afghanistan, Bosnia Herzegovina, Democratic Republic of the Congo, Iraq, Kosovo, Nigeria, Rwanda and South Sudan).

How do you determine which cause or charity to support?

The empowerment and welfare of global women and children are my passion, so it was an easy choice for me. Once you identify your passion, the eligible charities automatically decrease in number. From those eligible charities, I would research to understand their

mission, vision and philosophies. I believe it’s very important to know statistical metrics about different organizations as these indicate their past successes, present accomplishments as well as their future capabilities and directions. Which marketing drives helped encourage guests to take part of your giving back programs?

When we offered classroom courses, we had the “Women for Women” book in our library for viewing and I would give a presentation about the organization. We also included information about the organization on our website as well as use social media to help get the word out. Photo Credit: Alison Baskerville

Dr. Spiller Pure SkinCare Solutions Social Cause: Cancer Research Nonprofit Organization: Cancer Treatment Centers of America – Newman, Georgia Learn More: cancercenter.com/southeastern Which social cause does your company passionately support?

On November 2015, Melody Lowery and Melissa Karnegis, along with other volunteers from the esthetic program at West Georgia Technical ANDREA OISMUELLER • CEO • Dr. Spiller Pure SkinCare Solutions • Canton, Georgia

all of their treatments. These products have been approved safe to use on oncology patients by Becky Kuehn, Oncology Spa Solutions president and trainer. The team of volunteers spent a day at the center and performed more than 60 free facial treatments. Since a new salon at CTCA opened in February, the volunteers, along with Dr. Spiller’s National Trainer Carol Venclik, continue

to give free hand and facial treatments to cancer patients and their caregivers in an ongoing basis. What has been the most inspiring story about this experience for the team of volunteers?

There is a very personal story from one of these volunteers. Melissa Thompson, a 20-year-old cancer survivor, recently

College in Waco, Georgia, reached out to us for help to provide free facial treatments to the medical team at Cancer Treatment Centers of America (CTCA) as a way to recognize their hard work and dedication. Dr. Spiller Pure SkinCare Solutions jumped on the opportunity to be part of this good cause. We gave the volunteers Dr. Spiller COSMOS certified organic products, Alpenrausch, to use for October 2016

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graduated from West Georgia Technical College and received her esthetic license. She was diagnosed with Hodgkin’s Lymphoma at the age of 18. She received her cancer treatment at CTCA. Today, she volunteers at the salon inside the center using Dr. Spiller products. Her dream is to work with cancer patients and their

families offering them a skin-care alternative safe to use during chemotherapy because she knows from experience their skin-related struggles while on treatment. How do you determine which cause

heart. I have personally been affected by what cancer does to loved ones and the human spirit in general. I’m fortunate that I’m involved with many caring individuals. I believe we attract the same spirited people when we live true to our heart.

or charity to support?

Most people chose charities close to their

Spa Anjali at The Westin Riverfront Resort & Spa Social Causes: Youth Empowerment through Sports, Nutrition, Cancer Research and Environmental Protection Nonprofit Organizations: Cycle Effect, Shaw Regional Cancer Center and Salvation Army Learn More: thecycleeffect.org, shawcancercenter.com and salvationarmyusa.org Which social cause does your company passionately support?

We support many social causes. For example, two of our personal trainers at the Athletic Club at The Westin started the Cycle Effect, a local nonprofit organization that provides GAYE STEINKE • General Manager • Spa Anjali at The Westin Riverfront Resort & Spa • Avon, Colorado

brighter futures to disadvantaged local young women through mountain biking. Another is Maya at The Westin Riverfront’s “You Dine, We Donate” initiative, which has raised more than US$13,600 for 12 Vail Valley nonprofit organizations last year. In addition, Spa

Anjali hosts a special GO Pink event for the Shaw Regional Cancer Center every October. The spa offers special discounted services with 100 percent of the proceeds going to the cancer center. As part of our “Do It Daily” yoga program this fall, a dollar will be donated throughout the month of October for every participant in each class. Why is it important for your spa/company to have a giving back initiative?

Environmental stewardship is one of our biggest priorities as a Leadership in Energy and Environmental Design (LEED)-certified resort, and we engage our guests, employees and communities to promote the use of responsible products and sustainable practices. Since the resort

opened in 2008, a team of Westin Riverfront employees has participated in the annual Eagle River Clean-Up Day. The Westin Riverfront also recently adopted a portion of Vail’s North Trail as part of the Adopt-a-Trail program recently launched by the U.S. Forest Service and the Vail Valley Mountain Bike Association. Last year, employees at The Westin Riverfront built an on-site employee garden called the Mountains of Wellness Garden to help promote healthy food choices. We have designated bi-weekly Employee Volunteer Days and weekly Harvest Days where employees can come pick fresh produce and herbs to take home. Which marketing drives helped encourage guests to take part of your giving back programs?

For programs that the public can support, like Spa Anjali’s annual fundraiser for Shaw Regional Cancer Center, we promote with on-property signage and advertisements in the local paper. We also actively promote our events on The Westin Riverfront’s social media pages, which have more than 10,000 followers. In addition, we hosted holiday food drive events paired with sponsored athlete appearances and community 5K Fun Runs where the cost of entry is a food item for the Vail Valley Salvation Army. n 44

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More Brands Doing Good Éminence Organic Skin Care

proceeds of the event benefitting INKAS (Ivins

Social Cause: Children Nutrition and Cancer Awareness Charitable Organization: Éminence Kids Foundation Learn More: eminenceorganics.com/us/eminence-kidsfoundation

No Kill Animals Supporters) and a local county initiative to build a new animal shelter. Dog

Through the Éminence Kids Foundation, the company partners with local organic farms to donate and deliver organic fruits, vegetables and foods to sick children around the world. A survivor of a rare form of childhood leukemia, Éminence President Boldijarre Koronczay attributes his unlikely survival to the organic and Biodynamic foods he was fed by his mother and grandmother while undergoing treatment. Since launching in 2013, the foundation has donated thousands of gallons of organic cold-pressed juices, thousands of pounds of organic fruits, and hundreds of gallons of organic nutritious handmade soup for more than 30,000 meals.

FarmHouse Fresh Social Cause: Animal Rescue Charitable Organization: The Ivins Animal Shelter & Adoption Center Learn More: farmhousefreshgoods.com/dog-bedfairy-book

The latest in FarmHouse Fresh’s charitable Dog Bed Fairy initiative is a combined effort with long-term spa partner (and animal rescue supporter), Red Mountain Resort in Ivins, Utah. The Ivins Animal Shelter & Adoption Center received dog beds to fully outfit the shelter with cozy and long-lasting beds for their shelter animals. Then, on November 19, Red Mountain Resort will host a “Hike for Hounds” with

ISPA Stands Up to Cancer

lovers in the community will come together to hike their dogs along the resort’s Inspiration Trail, enjoy refreshments and mini spa treatments from FarmHouse Fresh, and participate in a silent auction to benefit the shelter.

support by Wellness for Cancer. Working with Wellness for Cancer, a nonprofit educational foundation, ESPA’s four new collection of nurturing face and body rituals is underpinned by an extensive training program that will be made available to select ESPA spa partners who meet the required criteria. The ESPA Nurture & Support program involves in-depth therapist training and assessment over seven days, incor-

Elemis Social Cause: Breast Cancer Education Charitable Organization: Breast Cancer Care Learn More: breastcancercare.org.uk

According to Breast Cancer Care, someone gets the devastating news that they have breast cancer every 10 minutes in the United Kingdom. Breast Cancer Care is the only UKwide charity providing care, information and support to people affected by breast cancer. To help women feel good while going through chemotherapy, Elemis has pledged to donate £10,000 to Breast Cancer Care from sales of its limited edition “The Hero Collection” for total face and body nourishment. The collection contains the new Pro-Collagen Neck and Décolleté Balm, Pro-Collagen Marine Cream, Frangipani Monoi Body Oil and Cellular Recovery Skin Bliss Capsules.

ESPA Social Cause: Cancer Awareness Charitable Organization: Wellness for Cancer Learn More: wellnessforcancer.com

Building on the success of the initial program designed by Sue Harmsworth for Grayshott Spa in 2014, ESPA launches its new Nurture & Support program in other ESPA locations with

porating two days of training by Wellness for Cancer and five days by the ESPA Training Academy.

WTS International Social Cause: Clean Water Charitable Organization: charity: water Learn More: charitywater.org

An initiative inspired by charity: water’s presence at the 2015 ISPA Conference & Expo, WTS International launches its WELLness Begins with Water initiative in support of charity: water and in partnership with the Green Spa Network and Global Wellness Day (GWD). WTS will work with the Green Spa Network on the development of protocols and recommendations aimed at significantly reducing the number of plastic water bottles and cups used at WTS-managed spa, fitness and lifestyle facilities. WTS will create an implementation guide that will provide solutions for reducing the carbon footprint created by plastic, as well as providing affiliated spas with suggestions on how to run their GWD fundraising events. All proceeds raised from the GWD events will be donated to charity: water in the name of WTS International.

While we highlight many of our ISPA members’ philanthropic work, we also want to recognize ISPA’s recent charitable initiative in this “Giving Back” issue of Pulse magazine. At the 2016 ISPA Conference & Expo, the ISPA community came in full force to help raise funds for cancer research programs. To help in this initiative, ResortSuite sponsored this year’s registration bags which benefitted Stand Up to Cancer. It was a timely initiative since it honored spa industry members who lost their battle to cancer and those affected by their passing. Indeed, ISPA cares.

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“The salon energy and culture spoke to me and I discovered my passion for educating others.” — KARA WILLINGHAM SUPPORT AND TRAINING MANAGER • FIT BODYWRAP

“I believe you lead best by example. Set the stage for others.” — IRINA MARK PRESIDENT • CAVIAR OF SWITZERLAND USA

“Instead of focusing on what you want to be when you grow up, develop who you want to be—your authentic self.” — ERIC STEPHENSON DIRECTOR OF EDUCATION • WELL WORLD INC.

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THE ROAD AHEAD

Walking the Path Toward a Meaningful Spa Career When it comes to building a professional spa career, thereâ&#x20AC;&#x2122;s hardly one path to take. Some start as an intern or work as a front desk receptionist before rising through the ranks. BY STEPHANIE REST

Others carve their spa career path working as a therapist before becoming a spa director, respected educator or starting a spa business. It is inspiring to hear different

stories as to how spa professionals started in the industry and the way they persevered to grow into the roles they now play. Why has it become more important to tell these stories? It has become valuable because there is a need to inspire future leaders to take on a career in spa so that the industry can meet the growing demands of skilled spa professionals as more and more people seek to live healthier lifestyles.

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In fact, according to the 2016 ISPA U.S. Spa Industry Study, the spa industry is in higher demand than ever with spa visits reaching 179 million (up at 2.1 percent in 2015). Modern-day society is no longer seeking to fix health. Instead, people are looking to balance a well life. The pendulum has shifted in the industry from awareness about what we do, to who we need to facilitate our services and why young people should choose a career in spa. The Global Wellness Institute predicted the need for spa employees will double by the year 2018. How will we meet this demand? In contrast to the rising numbers of spa visits, research from the Entry Level Association Projection for massage therapy education indicated that 40 to 50 percent of massage school graduates exit the field within 24 months after graduation. In addition, according to the Associated Bodywork and Massage Professionals reports, massage school enrollments have been on a steady decline, dropping at 18.8 percent in 2011 through 2013 since its historical peak in 2005.

How It Began Like many professionals starting to build a career, the path often starts at the bottom. Most find themselves in an entrylevel role, spurring a progression of unlimited potential toward their true calling. Kara Willingham, support and training manager at FIT Bodywrap, shares her evolution. “I was offered a front desk position at a salon,” Willingham says. “The salon energy and culture spoke to me and I discovered my passion for educating others. This position eventually led me to management and becoming a regional trainer.” Joanne Berry, director of spa education at Bellus Academy, began her career as a beauty therapist. “I was a beauty therapist at an American-run group of health clubs called Living Well in Manchester in the United Kingdom. Living Well took me on as a work experience student before I

“Excite and inspire young people as to the hundreds of options available once you choose a career in spa and wellness.” — JOANNE BERRY DIRECTOR OF SPA EDUCATION • BELLUS ACADEMY

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graduated. Beauty Therapy College then hired me full-time immediately after graduation. A beauty therapist in the U.K. offers massage, body, face, makeup, nails and waxing services,” Berry says. “This start of my career as a beauty

“My deeper journey in spa began with a life-changing car accident. I went on a healing journey in India, taking control of my own well-being and leading me to creating ZENTS aromatherapy products at age 23.” — CORD COEN PRESIDENT & OWNER • ZENTS BODY CARE

therapist led into traveling the world as an educator.” A common thread for finding a calling is a personal journey. At age 12, Cord Coen, founder of ZENTS Body Care, learned Reiki. “It was then that I decided I wanted to be a therapist. My first career and love before creating ZENTS was helping people heal through Cranial Sacral, Reiki and energy work, as I saw such dramatic and long-lasting change,” he says. Then, brought about by a life-altering health prognosis due to an accident, Coen began a pilgrimage of what he’d call a “miraculous recovery.” ”My deeper journey in spa began with a life-changing car accident. I was left with a brain injury, including chronic pain, intense migraine and almost complete loss of the ability to smell,” shares Coen. “I went on a healing journey in India, taking control of my own well-being and leading me to creating ZENTS aromatherapy products at age 23,” he says.

“The biggest risk I took in my career was to accept a job sight unseen in the Caribbean with the expectation of starting within a week. What was the biggest lesson from this? Risks can be scary, but the rewards can be amazing.” — SUSIE HAMMER VICE PRESIDENT OF SPA • WTS INTERNATIONAL

When It Made Sense “Aha” moments shape our lives and set us on a trajectory of what we should be doing. Eric Stephenson, director of education at Well World Inc. knows that healing matters. “As a massage therapist, I got heavily into the practice of hot stone massage, so much so that I traveled to Iceland to get my own stones from a glacial lagoon. I became known as the ‘Stone Guy.’ In addition to having a thriving spa practice, it set the stage for me to become a national continuing education instructor, training hundreds of therapists in my approach,” he says. Like Stephenson, Cord discovered the power of healing while on a quest for a natural remedy. “While I was in India, I was lucky enough to be introduced to Tibetan medicine, which is a mixture of essential oils and herbs. My body and mind almost instantly responded and started to heal. This was after an unsuccessful year and a half in the hospital with full-time rehabilitation. Tibetan medicine opened my eyes to how amazingly healing specific ingredients are.”

in succeeding in your career. “Find a good mentor and do an apprenticeship. In this business, practice is the key to developing your own, unique brand and technique. Start with observation and repetition, you’ll progress quickly!” Like Mark, WTS International VP of Spa Susie Hammer is a firm believer of the power of mentorship, after she experienced its value first-hand when she first started her own career in spa. “I have had several mentors throughout my career. Perhaps my most impactful mentor was Tina Berger. She was the general manager at the Sanderling Resort when I was then spa director,” she says. Hammer’s willingness to take on extra responsibilities has helped her grow in her role. “Every spa job that I have taken has given me increased responsibilities, a chance to learn something new about the industry. As the spa director at the Sanderling Resort in Duck, North Carolina, I was able to serve as the lead for a multi-million-dollar renovation,” she says.

Help Along the Way

Where to begin? Many people suggest experiencing the spa as the first step to knowing whether a career in spa is the right fit. “The first step would be receiving a spa treatment, or two! It’s important to experience quality spa services and the art of pampering so that you can provide a wonderful experience for your clients. If you don’t have the experience, don’t worry. That can be accomplished over time, it’s your drive and desire that will get you where you want to be,” says Willingham. Stephenson advises being authentic to one’s self in order to find one’s inner passion. “Instead of focusing on what you

The First Step Recognizing mentors and allowing guidance can shape a career. Julie Oliff, director of operations at Remede Spa at The St. Regis Aspen Resort, learned this early in her professional life. “Sitting in a job interview a few years ago and getting the following advice helped set me on an unexpected path: Be patient, learn management of yourself before leadership of others, find someone who will invest in you and start thinking of your future in as wide terms as possible,” she says. For Irina Mark, president of Caviar of Switzerland USA, finding a person who is willing to show you the ropes is vital

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want to be when you grow up, develop who you want to be—your authentic self. When you get this right, the external people, places and things will eventually find you,” he says. Coen, on his part, recommends putting all of one’s energy into one’s passion. “Go for it! Jump in and enjoy every last drop of it!” Like Coen, Hammer advises young spa professionals to take risks. “The biggest risk I took in my career was to accept a job sight unseen in the Caribbean with the expectation of starting within a week. What was the biggest lesson from this? Risks can be scary, but the rewards can be amazing.”

“[A spa career] is so much more than a job, and this community is so much more than a family.” — JULIE OLIFF DIRECTOR OF OPERATIONS REMEDE SPA AT THE ST. REGIS ASPEN RESORT

A Sustainable Workforce Spa services are on a steady incline year after year, there’s a shortage of workforce and new people entering the field are on a decline. With these challenges, there’s an even greater need to create programs that can help build a sustainable workforce. Education is an important tool in building a sustainable workforce. “We need to educate the public that a career in this industry can be sustainable, educational and open up the possibilities for some amazing connections,” Willingham says. Berry agrees, stating that going down this path opens many doors. “Excite and inspire young people as to the hundreds of options available once you choose a career in spa and wellness. If you get bored easily and want variety in your work, then this career, I feel, is certainly toward the top of the list!”

CONTRIBUTOR

Mark, on her part, says it’s important to model the behavior for young people coming into the field. “I believe you lead best by example. By continuing to invest in myself—personally and professionally—and in my business, I feel like I am channeling my passion for the industry to others who may want to follow in my footsteps. Set the stage for others!” As for Oliff, it’s important to inspire future spa leaders to join the spa family as this community offers much more than a job. “We can inspire more people to take on a spa career by communicating how fruitful, meaningful and miraculous this path can be. It is so much more than a job, and this community is so much more than a family,” Oliff says. n

F E AT U R E D S O U R C E S

STEPHANIE REST is currently based in Washington D.C. working as a consultant, as well as collaborating in the Americas on wellness and education projects. She was creator and chair of the first

JULIE OLIFF

SUSIE HAMMER

CORD COEN

KARA WILLINGHAM

Director of Operations Remede Spa at the St. Regis Aspen Resort

Vice President of Spa WTS International

President & Owner ZENTS Body Care

ROCKVILLE, MARYLAND

DENVER, COLORADO

Support and Training Manager FIT Bodywrap

ASPEN, COLORADO

POWAY, CALIFORNIA

TCI Hospitality Adventures: Spa Camp. Currently, she serves as Global Wellness Day Ambassador for the Caribbean. She also co-founded the Caribbean Spa Association and was recently elected to the Global Careership Committee with Global Wellness

IRINA MARK

JOANNE BERRY

Institute.

President, Caviar of Switzerland USA

Director of Spa Education Director of Education Bellus Academy Well World Inc.

GLENVIEW, ILLINOIS

POWAY, CALIFORNIA

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ERIC STEPHENSON

DELRAY BEACH, FLORIDA

A Day in the Life!

BY MAE MAÑACAP-JOHNSON

CAROL MAUGERI Reiki Practitioner and Volunteer Ronald McDonald House, New York, New York

othing tests the inner strength more than caring for a sick loved one, especially of a child with cancer. Seeing how the act of taking care of a sick child can take a toll on a caregiver’s health, relationships and state of mind, the Ronald McDonald House New York decided to offer a wellness program that focuses on providing complimentary care to caregivers. Initially, the wellness program was only a night of spa treatments with local wellness practitioners generously donating their time. The program was so well-received by caregivers that the services offered eventually expanded to include therapeutic yoga, guided meditation and relaxation techniques, therapeutic massage, reflexology and acupressure. The services most in demand are manicures, pedicures, haircuts, Reiki and massage treatments. During the early days of the program, with no dedicated space or center for the program, treatments were offered in the Macy’s Living Room inside the Ronald McDonald House. But in spring 2015, the organization received a

There’s more to volunteer work than simply showing up. You also need to be mentally, emotionally and spiritually present. “Go with an open heart, be present for those you are helping and be grateful that you are able to be of service to the caregivers who are facing challenges with their child’s illness,” advises Magueri.

generous US$5 million donation from the Blavatnik Family Foundation to build the Blavatnik Wellness Center which now serves as home to the volunteers and caregivers. “This was a tremendous gift to our caregivers and has helped improve their ability to cope with this unimaginable level of stress,” says Wini Cudjoe, director of operations. Today, the program has a total of 45 wellness practitioners who volunteer on a regular basis. One of these volunteers is Carol Maugeri, a Reiki practitioner who first came to the Ronald McDonald House nine years ago in order to volunteer for the 1st Leukemia & Lymphoma Society Mother’s Day event. When the monthly Wellness Night was launched three years ago, she once again volunteered to provide free Reiki treatments to caregivers. Then, when the

Blavatnik Wellness Center opened in June last year, she made a commitment to continue her volunteer work. “What initially inspired me was my own journey with breast cancer. As a survivor of several years, it is my way to give back and to be of service,” Maugeri says. Her volunteer nights at the center typically look like this: ★ 7 pm Arrives at the Blavatnik Wellness Center. “Knowing that for the time I am volunteering, I have helped mothers and other caregivers to have some time to take care of their own wellness is so rewarding,” she says. ★ 7:10 – 8:30 pm Provides caregivers a 20-minute Reiki treatment. “In one evening I can provide up to six Reiki treatments. I am often able to offer my services one to two times a month at the center,” Maugeri says. ★ 9 pm Takes the time to connect with caregivers before completely wrapping up a night of treatments. “A family with a 10 year-old daughter had been staying at the Ronald McDonald House for a prolonged period of time. They were very far away from their home in India. The mom said the Wellness Center had enabled her to take care of herself, her daughter who was ill and her other children who were staying at the House,” she recalls. “The good news is that her daughter is doing well and they have been able to move on.” ■

Give Back and Volunteer WHERE: rmhc.org/volunteer HOW: Apply through the Volunteer Program. As an organization, company or individual, you can help by sponsoring classes, lectures or wellness events, spa trips, donating beauty products and/or goodie bags for events. You can also volunteer your time and talents to the program by offering services as a practitioner or instructor, teaching classes, leading lectures or helping at wellness events.

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SUCCESSSTORIES INSPIRING TALES OF STARTUPS, GROWTH AND OVERCOMING HARDSHIPS

Blu Spas Inc. Helping Clients Create the “Living Well” Experience BY MAE MAÑACAP-JOHNSON

CARY COLLIER Principal, Blu Spas Inc. hen Cary Collier and Doug Chambers launched Blu Spas Inc. in 2000, the spa industry was still in its infancy stage and very few understood the business of spa. In fact, educating clients on operations, planning, design and best practices was one of the earliest challenges the full-service firm had to face during its early years of operations. “No one really understood the planning and business of spas—‘What in the world is a spa? Sounds like a weird brothel.’ In the late 80s, I had two other jobs to support the notion of being a ‘spa consultant,’” Collier says, recalling the years when he and wife, Kim, founded Collier & Collier Spas before he eventually ventured into launching Blu Spas Inc. His extensive years of experience with spas while working and living in Asia in the 90s has given him the foresight of the vast potential of the global spa market, so he held on to the dream of getting Blu Spas Inc. off the ground. Today, the team has grown to include Project Consultant Brian Lombardi, Senior Spa Consultant Lisa Jacobs and Kim, who serves as senior consultant, trainer and educator. The international firm offers key services such as business analysis and modelling, concept development, design and technical, project planning, product designation, treatment and branding development as well as pre- and post-opening support. Helping clients create the “living well” experience is at the core of the firm’s mission.

Secrets to Success Along with the explosion of the spa industry’s growth, the firm has also experienced significant increase in business. “We now

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handle three to four times the number of projects we had compared to the early days. We have a great team that has worked together for 15 years and this experience allows us to work on a wide variety of spas around the world,” he says. In total, the firm has worked on more than 350 projects in hotels, resorts, clubs and residential properties located in more than 35 countries. Collier says the firm’s success lies in building strong relationships among its clients, which in turn gives the firm the all-too-important word-of-mouth marketing. But how does the firm build these relationships? “By communicating, anticipating and innovating,” he says. Number of Years as ISPA Member: “We first learned about ISPA after reading about the organization on American Spa magazine. We then joined in 1996.” Motivation to Join ISPA: “We joined ISPA because of its people and resources. The connections and relationships are vast and as local or global as you want them to be.” Most valuable resource: “We find value in the ISPA research and surveys, member lists and annual ISPA Conference & Expo.”

“There is so much of the same stuff for spas being done over and over. Innovation takes guts and, sometimes, you get your ass kicked—or—you get it right. Look away from what is familiar and explore what is unknown or unfamiliar for the gems. We do analyze together or with outsiders the numbers and the risk. I have lost a business, my investor’s money and was financially shattered in my mid-twenties. I have not forgotten this,” he says. Valuable Lessons Having been through his share of challenges, which is expected when operating a business, Collier has learned valuable business lessons. What is his advice to spa peers and other entrepreneurs? “Take the time to think, discover and imagine. Listen, do the work, trust your team and skill sets. Cut the crap and tell it like it is.” Collier thinks kindness and being decent to each other are invaluable in creating a strong bond with clients and team members. “Sure, money is a given but the art of conversation to speak of the good, the bad and the ugly are required. Our success is based on our team and not on one person,” he says. When it comes to dealing with clients, he and his team

strive to always exceed expectations. “Do what you say you’re going to do. If you cannot, then communicate quickly. It’s also important to pick your battles. Ambassadorial ‘orchestrating’ is often more productive and avoids conflict than striving to be right,” he says. “Savor collaboration and play well with others.” Top Trends Throughout his years in the industry, Collier has seen several trends shape the industry. What are among the top trends today? He thinks there’s a continued movement toward “consolidation, collaboration and community.” “’There is a preponderance of experiences (and talent) that blend spa, fitness, wellness and adventure,” he says. “Sustainable anything is reviving and thriving with wondrous variety. We have to carry this flag and fight the good fight.” In looking ahead, Collier sees positive growth for the industry and the firm. In fact, this year alone, Blu Spas Inc. has helped in the launch of six new spas. He envisions launching several more proprietary concepts, such as alliances for compelling technologies and affordable modular spa and fitness structures. These future plans fit well in the firm’s vision to help lead the “global spa evolution.” n

ASK THE EXPERT

STEPHEN SHAPIRO

BY MAE MAÑACAP-JOHNSON

With innovate the theme at the recently concluded 2016 ISPA Conference & Expo, Pulse continues the conversation about this highly talked-about topic with STEPHEN SHAPIRO, author of 24/7 Innovation, The Little Book of Big Innovation Ideas and Best Practices Are Stupid. The innovations expert and speaker defines innovation as “purposeful change.” “Innovation is not about new products, services, or even business models. It is about adaptability; an organization’s ability to change repeatedly and rapidly,” he says. In this Ask the Expert feature, Shapiro advises companies to “innovate where they differentiate” and cautions about falling into the trap of exclusively sticking to best practices. Find out why. Pulse: What are some of the most common misconceptions about innovation? Stephen Shapiro: Innovation and creativity are not the same thing. Creativity is about ideas and novelty. Innovation is an end-to-end process that starts with an issue, opportunity or need, and ends with the creation of value. I believe that creativity has killed innovation in many organizations. It has generated too much noise and wasted energy. P: One of the steps you proposed in order to get innovation right is to “innovate where you differentiate.” Can you elaborate on this concept? S: There is a belief among some that we should be working on every aspect of the business. But this dissipates energies and yields a low return. Instead, you want to invest in your differentiator. What sets you apart from the competition? What makes you special? What makes you unique? Why do customers do business with you? Innovation should be focused on these areas. You can’t be the best at everything, so don’t innovate on everything. Only innovate where you differentiate.

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P: You said innovation is not about thinking out of the box, but finding a better box. Why is it important to reframe one’s thinking in order to focus on finding the right box with the right issue to address? S: Einstein reputedly said, “If I had an hour to save the world, I would spend 59 minutes defining the problem and one minute finding solutions.” Changing the question (problem-definition) changes the range of possible solutions you may develop. Here’s a simple example. An airport found that people waited too long for their bags, so they looked for ways of speeding up the bags. But a breakthrough solution was developed when they decided to slow down the passengers so that when they arrived at baggage claim their bags are waiting for them. If you spend your time finding out of the box solutions for speeding up bags, you will never consider slowing down the passengers as a viable solution. P: You cautioned about the practice of asking for ideas, arguing that you could get lost in a sea of opinions or worse, bad ideas. But over and over, we hear experts say we need to listen to what customers want if we are to stay competitive. How can you reconcile these two business concepts? S: Listening to customers is useful, of course. But if you ask every

customer for his or her ideas, you will end up like Starbucks which created mystarbucksidea.com as a vehicle for capturing customer opinions. To date, they have received over 200,000 suggestions and implemented less than 300. This means that 199,700 ideas were essentially ignored. There are many better ways of gathering insights from customers. This is where the “better box” can be helpful. Rather than asking for ideas, ask for solutions to wellframed questions.

“You can’t be the best at everything, so don’t innovate on everything. Only innovate where you differentiate.” P: You said “expertise is the enemy of innovation.” How come? S: The brain is not wired for innovation, it is wired for survival. As a result, we are designed to perpetuate the past. What we have done in the past kept us alive; therefore, doing something different is viewed as risky. When you think about a topic frequently (e.g., your area of expertise), every solution you develop will be a derivative of what you have done in the past. Our past becomes our future. P: In the hospitality world, best practices are deemed important in order to be consistent, effective and efficient in serving guests. Yet, in your book, you said “best practices are stupid.” Why do you think so? S: Best practices are sometimes very useful, especially for areas like consistency and effectiveness. However, they will never help you differentiate your business. By definition, your differentiator has to be different than what others are offering. But for nondifferentiators, you can certainly learn from others, as long as you realize that what works for one company may not work for you. P: When people hear about companies doing innovative solutions, many often want to replicate it for their own business. But you said replication is never a good idea as an innovation strategy. Why do you say this?

Technologies to Better Innovate

Shapiro turns the spotlight on technologies and solutions leveraged by companies to help them innovate.

Internal collaborative technologies: Allow employees to provide solutions to critical needs or opportunities. United Services Automobile Association (USAA) is a company that does this exceptionally well.

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External crowdsourcing: Enables companies to find solutions to challenges from people of all walks of life. Procter & Gamble and General Electric are two of the companies that do this well. Community building tools: Kimberly-Clark used a similar solution when they launched the Huggies MomsInspired Grant Program. It provided mothers financial support to develop products that will help other mothers.

S: If you copy what others are doing, you are always playing a game of catch-up. By the time you implement a competitor’s best practice, your competing company is on to the next practice. As a result, you should avoid best practices for your differentiator. P: One of the things that could hold back many businesses from innovating is their fear of risks that often comes with being an industry trailblazer. What’s your advice to help business owners manage risks that may come with the practice of innovating? S: I am not a big fan of failure. I think it has been over-glorified by some (e.g., some say, “if we aren’t failing, we aren’t innovating”). But failure costs us a lot of time, money and, potentially damage our reputation. Instead, I prefer experimentation. Wellconstructed experiments are designed to test a hypothesis. If you disprove a hypothesis, it is not failure, it is highly desirable as you’ve eliminated an innovation that could have cost you time and money without achieving the desired results. n

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innovation talk

Jean-Guy de Gabriac SESSION: Global Best Practices for Elevating Your Spa’s Activities

resh off the recent ISPA Conference & Expo, innovate remains a hot-button topic in the spa community. Pulse continues the innovation talk with

insights from a few of this year’s Professional Development Session (PDS) speakers.

What are some of today’s greatest innovations? Who are among the top innovators of our time? How do you create a culture of innovation at work? Expert speakers share their thoughtful insights.

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“I believe the greatest innovation in our time is handwoven dew-collecting towers that aim to ease Africa’s water crisis. This innovation shows that inventors can be human and kind at the same time. In the customer service area, the most disruptive idea I’ve seen so far is how the ‘Transformation Economy’ (described by B. Joseph Pine II and James H. Gilmore in Harvard Business Review) is going to change the ‘Experience Economy’ as we know it for the spa and hospitality industries with health and wellness-related benefits at its core. This is a wellness call of duty for every professional to up his or her game, adapt, evolve and thrive. In the health and wellness space, the most inventive product, in my opinion, is Gharieni’s MLX table with eight pre-programmed positions combined with the WellMassageexclusive Signature treatment. It has already received two Spa Innovation Awards in Europe. The product creates a high-tech, high-touch and high-value anti-gravity massage experience for guests.”

Frank Guengerich

Fitness bike I purchased and rode decades ago at one of my health clubs.”

SESSION: Setting a Successful Deal Site Offer

“At the recent ISPA Conference & Expo, I spoke on how to maximize revenue by leveraging e-commerce sites. We are at the tip of the iceberg on how e-commerce will influence our future. Being inflexible and not staying close to innovation and the ever-changing landscape on how to remain competitive is shortsighted and will put one at the back of the competition. What I have noticed is that e-commerce continues to morph as consumer demand dictates. The most disruptive, so far, are the demands consumers are placing and will continue to place on innovators in order to remain flexible and adaptaple. As far as innovation in the health and wellness space is concerned, I think the mobile app Zeel is on to something. Of all the world’s innovators, I most admire Life Fitness Co-founder Augie Nieto—I’ll never forget the first Life

Christina Daves SESSION: PR to

LinkedIn and Twitter, specifically, you can have a direct access to any journalist. Businesses don’t have to pay thousands of dollars for a PR firm’s contacts, they can start to foster their own and enjoy the same success.”

Profit: Gain Exposure and Build Buzz

“The greatest innovation in today’s time would have to be the internet. I remember doing business during the pre-internet days and what we can do now with this resource is incredible. It’s opened up absolutely anything to anyone. Of all the world’s innovators, I most admire Steve Jobs. To think that we can run aspects of our businesses from anywhere in the world from a hand-held device is just mind-blowing. In the field of Media and Public Relations, the most disruptive idea I’ve seen is the use of social media to gain access to just about anyone in the media. It used to be that the press release was the only way to get an idea in front of the media, but now with

Raad Ghantous SESSION: Spatial Starts with Spa: How to Put Your Best Space Forward

“I believe the greatest innovation in today’s time is virtual-reality wearable systems which offer a level of seamless immersion and interaction in virtual environments. In my session at the recent ISPA Conference & Expo, virtual reality experiential immersion and scalable or pop-up type service hubs are two of the disruptive ideas I talked about. When it comes to innovators I most admire, it’s a toss-up between IDEO CEO and President Tim Brown and Virgin Group Founder Richard Branson. My advice to others to help foster a culture of innovation is always aspire to inspire. In fact, to help inspire innovation, the one book I would recommend for others to read is Disruptors: Entrepreneurs & The Escape from Corporate America by Kunal Mehta.” n

MISSED THIS YEAR’S PDS at the 2016 ISPA Conference & Expo? Go to experienceispa.com to purchase the PDS Video and Audio Recordings and access all the insightful takeaways from this year’s educational sessions.

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ISPA FOUNDATION

One of the many initiatives of the ISPA Foundation is to provide the ISPA community with in-depth industry research to help inform decision-making and strategy. ISPA commissioned PricewaterhouseCoopers to conduct a survey to gain insight into the habits and opinions of millennial consumers. The latest ISPA Foundation Consumer Snapshot Initiative provides insights on ways to attract and retain millennial guests. Responses were gathered from a sample of more than 1,000 consumers ranging in ages from 17 to 35. The study found that spa-goers outnumbered non-spa-goers, with 56 percent of millennials reporting that they have visited a spa within the last 12 months. Women made up the largest portion of millennial spa-goers (54 percent) with the majority being over the age of 25. The report also outlines insights regarding the education level and employment status of millennial spa-goers. To access the full report, log on to experienceispa.com using your ISPA member login.

—FRANK PITSIKALIS, ISPA FOUNDATION CHAIRMAN

54% 56% of millennial spa-goers are female

61%

of millennial spa-goers spend between US$50 and US$150 on treatments

of millennials report they have visited a spa within the last 12 months

70%

of millennials claim to be slightly or moderately stressed

FOUNDATION

2016 ISPA FOUNDATION BOARD OF DIRECTORS OFFICERS CHAIRMAN Frank Pitsikalis ResortSuite VICE CHAIRMAN Sharilyn Abbajay Abbajay & Associates, LLC

DIRECTORS Todd Shaw ISPA Chairman Todd Hewitt ISPA Vice Chairman Lynne McNees ISPA President

MEDICAL ADVISOR Brent Bauer, M.D. Mayo Clinic HONORARY BOARD MEMBERS Ruth Stricker The Marsh, A Center for Balance and Fitness Deborah Szekely WELLNESS WARRIOR

The ISPA Foundation wishes to thank the following supporters for their generous contributions: LUMINARY

Ruth Stricker BENEFACTOR

millennials actively practice mindfulness

15 in

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Dr. Howard Murad PATRON

Red Door Spas ResortSuite

ISPA NEWS

SHARE YOUR STORY AT PEOPLE OF ISPA

October is... ●

Breast Cancer Awareness Month

●

Fair Trade Month

●

National Chiropractic Health Month

In August, ISPA launched a new community building website—

●

National Ergonomics Month

People of ISPA (peopleofispa.com) which focuses on highlighting

●

National Physical Therapy Month

the diverse group of amazing individuals within the ISPA community. If you haven’t done so, be sure to take some time to browse the website and read about your fellow ISPA members’ unique backgrounds, accomplishments and passions. For example, check out how Paul Heslop’s lawn care business helped turn him into the successful CEO he is today with his company, Salt of the Earth and why Carly Donahue,

BREAST CANCER AWARENESS MONTH

marketing specialist at The Spa Hotel Hershey, made the leap from healthcare into the spa industry. CARLY DONAHUE

To have your story featured, simply select “Share Your Story” from the drop-down menu and complete the survey. If you have any questions, email us at ispa@ispastaff.com. We hope you will join the movement and let ISPA share your amazing story!

PAUL HESLOP

FOLLOW ISPA @ISpaDoYou

2 10 12 21

Rosh Hashanah

World Mental Health Day

Columbus Day (US)

October Snapshot Survey Opens

17–23

National Health Education Week

23–29

National Massage Therapy Week

21 31

October Snapshot Survey Closes

Halloween

facebook.com/InternationalSPAAssoc @ISpaDoYou October 2016

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ISPA Welcomes New Members to the ISPA Community

he monthly ISPA Snapshot surveys provide ISPA members the opportunity to participate in and access useable and relevant industry research and insights. The July Snapshot Survey asked respondents about their business performance for the second quarter of 2016, from April 1 through June 30. Positive trends were apparent throughout the results report. Sixty-nine percent of all spa member respondents reported an increase in gross revenue change over the same quarter in 2015. When asked about gross profit change, 64 percent of spas saw an increase in this category. The results from the survey also indicated that spa owners and operators feel confident about the future of the industry. When asked to describe workforce changes for the second quarter of 2016, a little over a quarter (26 percent) of all spa respondents added new positions, with 41 percent filling vacant positions only. Only three percent implemented a hiring freeze while only two percent of respondents laid off employees. The full report shares insights into what retail products flew off the shelves in the second quarter of 2016 as well as anticipated workforce changes ahead for the remainder of the year, so be sure to keep an eye out on the ISPA website for the full report.

RESOURCE PARTNER

Petal Aesthetics

Abbajay & Associates, LLC

Qua Spa at Caesar’s Atlantic City

Akorie BEAUTY PROPHET BeautyProof LLC Dakota Biotech

Remede Spa, The St. Regis Punta Mita Resort

Daylight Company

Rozenberg Corporation

EAL Consulting LLC

Sentierre

FreezeFrames

Sheraton Club Des Pins Resort

Gulfstream Inc

Sheraton Grand Rio Hotel & Resort

HIHO Hotel & Leisure Advisors Inntegrated Hospitality Management Ltd. Nika Consulting

The Drever

NuAge Beauty

The Edgewater Spa

PRAI Beauty Group, Inc

The Grove Resort & Spa

Robert D. Henry Architects

The Peninsula Tokyo The Ritz-Carlton, Aruba

SPA

The Spa @ The Victory Club

Awaken Med Spa

The Westin Lima Hotel & Convention Center

C Spa at Coral and Marina Resort

Tracey’s FAV Spa

Chancellor’s House

Trump International Hotel & Tower, Chicago

Des Moines Plastic Surgery and Healthy Skin & Laser Center

Viva Salon & Spa

ESPA Life at Corinthia, London

Westin Mission Hills Resort & Spa

Feathers Spa at The Peabody Hotel Memphis

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Spa Casa Santo Domingo Studio Montage

Fairmont Pacific Rim

Spa Adolphus at the Adolphus Hotel

JK Products & Services

Esperanza - An Auberge Resort

Each monthly Snapshot Survey report is filled with insightful data you won’t want to miss. Be sure to keep an eye on your inbox for next month’s invitation!

Remede Spa, The St. Regis Mexico City

Woodhouse - Baton Rouge STUDENT

Grand Hilton Seoul La clinique de Paris Spa

Ayda Chamcham

Health Spa Montecito

Darrah Le Montree

Hotel Bel-Air Spa

Emily Smith

Hotel Yountville

Joseph McKay

Jasmine Reis Nails and Esthetics

Kristal R Vaughn

Kalahari Resorts & Convention Center - Ohio

Nicole Gomez

Kalahari Resorts & Convention Center - Pennsylvania

Tammy Howard

Carmel Bendit-Shtull

Sana Khalid

Kalahari Resorts & Convention Center - Wisconsin

EDUCATOR

Khan Medical Associates, PC

An G. Hinds

Khan Medical Associates, PC

Christina White

Leela Eco Spa

Kalika Haley

Mandarin Oriental, Las Vegas

LeAnne Velona

Metamorphosis Spa

Liaquat Shakoori

Modern Salon & Spa

Lynne Hite

Old Edwards Inn and Spa

Pauline Mbondo

Overleaf Spa

Valerie Sclafani

Perfect peach EDITOR’S NOTE: This includes new members from July 27 – August 30. You can access the online membership directory at experienceispa.com.

2 1. Designed with the anatomy in mind and delightfully effective, the RAD Roller is part of the brand’s innovative line of self-myofascial release tools that bring self-care to the next level. RADROLLER.COM | 1.866.247.3241

PRODUCT SPOTLIGHT

2. Available in a variety of sizes, Candle Impression’s Flameless Wax Candles feature a programmable timer, patented realistic wick design and ambiance of traditional candlelight without the risk of fire. CANDLEIMPRESSIONSHOSPITALITY.COM 1.905.940.8300 (EXT. 245)

3. Designed perfectly to fit any travel pouch, FarmHouse Fresh introduces travel-friendly sets (Sweeping Softness, Skin Saviors and Quick Recovery) and lip balms (Whoopie! and Coconut Beach).

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FARMHOUSEFRESHGOODS.COM | 1.888.773.9626

4. Extractor Corporation’s SUITMATE® Swimsuit Water Extractor is an innovative system that removes 95 percent of the water from a wet swimsuit in eight seconds, without heat. SUITMATE.COM | 1.847.742.3532 5. A patented and non-invasive treatment, Envy Medical’s SilkPeel Dermalinfusion’s advanced skin-resurfacing technology combines exfoliation, extraction and infusion of condition-specific serums to improve skin health, function and appearance.

EXPLORING OPTIONS

Every spa owner or director knows that having the right product line matters. When looking to explore new product choices, here are a few good options to consider.

DERMALINFUSION.COM | 1.888.848.3633

6. Gharieni K10 Presentation Furniture comes in an exclusive bi-color design, made from a wide range of wooden and colored surfaces.

GHARIENI.COM | 1.855.378.4772

7. jane iredale’s Lemongrass Love Hydration Spray is a 100 percent natural, 30 percent organic aromatherapy facial spritz. A hundred percent of the profits from the sales of Lemongrass Love will be donated to Living Beyond Breast Cancer. JANEIREDALE.COM | 1.800.762.1132

8. Designed to complement Stemulation Skin Care’s Facial Serum and Hi Impact Serum, Drench is ideal for clients with dry, sensitive skin who are looking for a rich moisturizer that will last all day. STEMULATION.COM | 1.888.937.1110

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9. Made with amethyst, tourmaline and jade stones, Healthy Line’s InfraMat Pro healing mat provides far-infrared, negative ion, photon and heated stone therapy. Available in over 30 varieties. Carrying case included for easy storage and travel. HEALTHYLINE.COM | 1.888.774.4422.

10. The Original DAFNI Hair Straightening Brush has seven times the power and surface area of a traditional flat iron. DAFNI dissipates heat into seven times more hair with each brushstroke, shortening the time it takes to straighten hair by up to 10 times.

DAFNIHAIRUS.COM | 1.844.769.6284.

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AD INDEX PROUDLY SERVING ISPA AND THE ISPA FOUNDATION VISION To be the leader in promoting and

ISPA would like to thank the following Pulse advertisers for their support of the association:

enhancing the well-being of the spa industry and the people it serves.

IBC

Biofreeze/ Performance Health 330.633.8460 biofreeze.com

Biotone Professional Massage and Spa Products 1.800.445.6457 biotone.com

MISSION ISPA advances the spa industry by providing invaluable educational and networking opportunities, promoting the value of the spa experience and speaking as the authoritative voice to foster professionalism and growth.

20. 21 [ comfort zone ] north America 212.924.2454

ISPA STAFF

comfortzone.it

Lynne McNees • President lynne.mcnees@ispastaff.com • 1.859.226.4260 Crystal Ducker • Vice President of Research & Communications crystal.ducker@ispastaff.com • 1.859.226.4427 Jennifer Duckworth • Senior Director of Events jennifer.duckworth@ispastaff.com • 1.859.226.4254 Megan Browning • Marketing Manager megan.browning@ispastaff.com • 1.859.219.3549

IFC, 1 Éminence Organic Skin Care 1.888.747.6342 eminenceorganics.com 7

ESPA International (US) Ltd. 786.350.1192 us.espaskincare.com

8, 9

HydraFacial MD – Edge Systems LLC 1.800.603.4996 edgeforlife.com

HydroPeptide 1.800.932.9873 hydropeptide.com

jane iredale – THE SKIN CARE MAKEUP 844.350.1610 janeiredale.com

Phytomer Group Brands 1.800.227.8051 phytomerusa.com

PRAI Beauty Group, Inc 203.972.1804 praibeauty.com

ResortSuite 1.866.477.8483 resortsuite.com

Whish Beauty 1.888.55.WHISH whishbeauty.com

Eric Callaghan • Digital Marketing Coordinator eric.callaghan@ispastaff.com • 1.859.963.1877 Tara Finn • Sales Manager tara.finn@ispastaff.com • 1.859.226.4372 Briana Lee • Project Manager briana.lee@ispastaff.com • 1.859.219.3527 Mae Mañacap-Johnson • Editor mae.manacap-johnson@ispastaff.com • 1.859.425.5062 Allie Martin • Public Relations Manager allie.martin@ispastaff.com • 1.859.425.5072 Allison Martin • Membership Account Executive allison.martin@ispastaff.com • 1.859.226.4334 Jessica Pfister • Fulfillment Coordinator jessica.pfister@ispastaff.com • 1.859.687.7014 Autumn Phelps • Trade Show Manager autumn.phelps@ispastaff.com • 1.859.226.4207 Amber Phillips • Events Manager amber.phillips@ispastaff.com • 1.859.226.4420 Elizabeth Pulliam • Membership Experience Specialist elizabeth.pulliam@ispastaff.com • 1.859.219.3512

Welcome to the world Hadley Jo Phillips! July 14, 2016 7lb 15oz, 21 inches

Ashley Roberts • Project Coordinator ashley.roberts@ispastaff.com • 1.859.219.3621 Tara Salah Eldin • Project Coordinator tara.salaheldin@ispastaff.com • 1.859.219.3615 Samantha Smith • Project Manager samantha.smith@ispastaff.com • 1.859.219.3619 Jenny Wallace • Strategic Communications Manager jenny.wallace@ispastaff.com • 1.859.226.4354

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Bold indicates year-round Pulse advertisers and 2016 ISPA Conference & Expo sponsors.

SOCIAL CONNECTIONS

Like a true community, let's make meaningful connections. Aimed at helping ISPA members discover each other, share one another's passions and inspirations, and hopefully kick-start warm introductions among peers, this section called Social Connections is all about building bridges. Share your passion with Pulse and see yourself featured in this section.

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Melis Cohen OWNER AND DESIGNER • MELIS ACCESSORIES

PHOENIX, ARIZONA

1. BOOK CURRENTLY READING: Everyday Zen by Charlotte Joko Beck 2. FAVORITE TRAVEL DESTINATION: Tuscany, Italy! I love it so much, I want to move there. I fell in love with its beautiful and simple culture. 3. INSPIRATIONAL LEADER OR BUSINESS ICON: The Dalai Lama

anywhere else in the entire world and have been on this island for millions of years. It looks as if it is on another planet. BEST PIECE OF ADVICE YOU’VE RECEIVED: Don’t listen to anyone who tells you can’t do something. Follow your heart and you can do anything you have set on your mind!

4. MOST USED APP(S): Instagram and Two Dots, the only game I play. YOUR OWN ADVICE TO YOUR 20-SOMETHING SELF: Don’t sweat 5. HOTEL AMENITY YOU CAN’T LIVE WITHOUT: I am pretty simple

but I am a bath girl! I love to relax in a big tub with bath salts. FITNESS ROUTINE: Yoga and High-Intensity Interval Training (HIIT) FAVORITE INSPIRATIONAL QUOTE: “Some people feel the rain; others just get wet.” – Iconic Reggae Music Artist Bob Marley GUILTY PLEASURE: The Real Housewives of Beverly Hills. Okay, I also

watch The Real Housewives of Orange County and The Real Housewives of New York. I am so guilty of loving them! TOP OF YOUR BUCKET LIST: Socotra Island off the Indian Ocean! There are rare and amazing plants, trees and wildlife that are not found

the small stuff. Everything happens for a reason to keep you on the right path even though it may sometimes feel as if everything is crumbling around you. Trust in the timing! IF YOU COULD TIME-TRAVEL, YOU’D TRAVEL BACK TO: Even though I try to focus on the day at hand, I would love to go back to a time where we were safer and lived more simply. ONE SUPERPOWER YOU’D LOVE TO HAVE: I would love to be able to teleport. I could always spend time with my family as we do not live in the same city and there are so many places all over the world I could go and experience. ■

FAVORITE CHARITY/CAUSE TO SUPPORT: Raising awareness for breast cancer is very important to me for it has directly affected my family. I have added a breast cancer Energie bracelet to my line of which 100 percent of the profit goes to a local nonprofit organization called Don’t Be A Chump! Check For a Lump! The organization donates wigs to cancer patients to keep them feeling beautiful during their treatment process as natural wigs are so expensive. They also are now providing free mammography for prevention and I am so happy to be able to help support their cause as they help keep women’s spirits high and positive during an extremely difficult time.

SOCIAL CONNECTIONS: melis.com

@MelisRocks

@MelisAccessories

Melis Cohen October 2016

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“Strength lies in differences, not in similarities.” — BEST-SELLING AUTHOR AND ENTREPRENEUR STEPHEN COVEY

STYLING & PHOTO BY ECHOSTARMAKER.COM

When I think of the importance of diversity of ideas in order to disrupt a market, I am often reminded of Stephen Covey’s words. The inspiring speaker and author is right: To compete in today’s market, we need to maximize our strengths by being different. How are we standing out from the competition? There are many new disruptors in today’s market. One of my favorites is Blue Apron, a meal-delivery subscription service that make home cooking convenient and easy. My cute husband surprised me of a subscription as a birthday gift last year, and we “love – love it.” We have enjoyed experimental cooking at home using ingredients we never would have picked up on our own. This service really played into the idea that people like to cook at home, but may not feel quite comfortable putting together a gourmet meal. Blue Apron and the many other meal-delivery services like Hello Fresh have become the new “must-try” thing and certainly seem like they have innovated meal time quickly. Something to keep in mind as more and more disruptors like these develop is that Blue Apron and Hello Fresh clearly haven’t made the restaurant industry obsolete. Similarly, disruptors in the spa industry are finding their brand differentiators from other players and are promoting that—a rising tide raises all ships. What make disruptors succeed—or fail—is their fearless ability to embrace the future. Similar to this issue, which demands that we close this Pulse magazine and write this column even before the ISPA Conference has taken place, we need to think ahead. It has yet to be seen which part of ISPA Conference is my most loved part but here’s a hunch—there won’t be any shortage of disruptive ideas at this year’s event! If you happen to have attended the recent ISPA Conference & Expo, what disruptive idea did you take away? What did you DREAM – DISCOVER – DO?

—LYNNE McNEES, ISPA PRESIDENT

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CONNECT WITH ME ON FACEBOOK! Lynne Walker McNees