Spa Inc. Summer 2023

Innovation and a celebration of excellence

During times of such turbulence and uncertainty, the work done by spa professionals becomes that much more important and appreciated. For the many who are seeking rest, relaxation, renewal, and focus, or just a few moments away from their daily stresses and pressures, the spa represents for them a haven, sanctuary or respite where they can take leave, finding peace and wellness. In light of the increasing penchant among the public to place increasing focus on their physical and mental health, and the opportunities that are available to spa establishments as a result, within this issue of Spa Inc., we highlight some of the more innovative spas operating across the country and the unique experiences that they offer.

When it comes to innovation, the country’s best were on show at the Leading Spas of Canada Aspire Spa & Wellness Soirée. SpaInc. was there to help honour the brightest within the industry at the evening’s awards gala and, together with attendees, enjoyed an incredible lineup of content related to the latest challenges and opportunities facing spa owners.

If it’s uniqueness that’s sought after, spa-goers can’t venture much further outside of contemporary comfort zones than experiencing the Dimensions Retreat in the Algonquin Highlands. We highlight this “far-out” retreat where visitors undergo a three-day transcendental, plant-based psychedelic experience that is meant to help guests find inner peace, strengthening the relationship between the physical body and mental state.

From transcendental to transformational, few spas in Canada can offer quite the same experience as Le Monastère des Augustines in Québec City. We feature the facilities, housed within a centuries-old monastery, where the very history, heritage, and culture of the property and everything within it facilitates a mental and spiritual transformation that both enlightens and delights visitors.

We also sit down with Moshe Ben-Shlomo, the founder and CEO of DermaSpark Products Inc., to discuss the rampant counterfeit black market, the spa products and equipment that are most commonly replicated fraudulently, and the things that those operating within the industry can do to help eradicate the flow of these illegal devices.

As a special installment, we also present a Q&A Roundtable with some of the industry’s leading minds concerning the issues impacting the recruitment and retention efforts of spas, the available opportunities, and the tactics they can employ in order to improve their staffing practices and attract top talent.

And, we spend some time with Elena Zinchenko, director of Ten Spa at The Fort Garry Hotel in Winnipeg, gaining her insights concerning the most important factors in running a successful spa, the challenges threatening the growth of the industry, and the opportunities on the horizon.

As we head into the summer and fall months, and the height of the Canadian spa season, we hope that you and your teams find the content within this issue informative and useful, and that it helps to inspire new ideas to enhance the services and elevate the experiences you offer your guests.

Sean Tarry MANAGING EDITOR

SUMMER 2023

Award Winner

ISSN 1710 -1727

Volume 19, Number 1

Publisher Susan A. Browne sbrowne@dvtail.com

Managing Editor Sean Tarry starry@dvtail.com

Copy Editor Brooke Smith

Contributors Chris Ryall

Senior Account Marlene Mignardi Executive 905.886.6640 ext 326 mmignardi@dvtail.com

Director Stephanie Wilson of Marketing swilson@dvtail.com

Production Crystal Himes Manager chimes@dvtail.com

Art Director Charlene Everest ceverest@dvtail.com

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SECOND NORDIC SPA TO OPEN IN ALBERTA IN 2024

Plans to open the second Nordic spa in the province of Alberta were announced recently by hospitality developer and manager Basecamp Resorts. The spa, located at the MTN House luxury resort in Canmore, joins the Kananaskis Nordic Spa just outside of Calgary as one of Alberta’s hottest hubs of relaxation and retreat.

Although the spa is not set to open its doors to guests until 2024, it will be equipped with facilities ready to cater with

treatments that include hydrotherapy, dry and wet sauna, and massage services. In addition, the hospitality group says that the spa will be open not only to guests of the hotel, but to those who simply want to enjoy a day away from everything.

Shortly after the new Canmore Nordic spa opens, another establishment, which is being constructed by Group Nordik, will open in Harmony, just west of Calgary, bringing the total of Nordic spas in Alberta to three.

Global medical spa market growing

In a recently released report by Research and Markets, the global medical spa market was estimated at US$14.4 billion in 2022, and is projected to reach an astounding US$45 billion by 2030.

BURLINGTON, P.E.I., SET TO BE HOME TO THE NEWEST MARITIME RESORT AND SPA

New owners of the Woodleigh castles property in Burlington, P.E.I., recently announced their plans to turn the landmark replica site into a resort and spa.

The redevelopment, aptly named Woodleigh Castles Resort and Spa, is an ambitious project that is set to turn the 2.79-acre property into a high-end resort and spa, with estimated costs ranging from $50 million to $60 million. Construction of the site is set to commence imminently. And, although work is expected to take up to three years to complete, with an unofficial opening set for some time in 2026, the excitement it’s generating is significant and is sure to enhance the maritime spa industry further upon opening.

Driving the growth, according to the report, are a number of different factors, including a growing popularity of beauty and wellness tourism; the rise of traditional holistic medicine; a stronger acceptance of herbal medicines; a desire among individuals to look young among an aging global population; and increased spending on anti-aging solutions.

Resulting from the growth of the market, the report suggests that spa establishments all over the world—particularly those in North America, China, and Japan—will experience greater consumer demand for their services, which will be followed by heightened expectations that will trigger continued innovation and creativity within the global spa industry.

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Digital security breach results in compromise of customer data

In a statement provided by Québec-based luxury spa operator Groupe Nordik, customers who recently bought online gift cards or certificates from its Thermea Spa location in Whitby, Ontario, may have been affected by a breach of the company’s systems.

The company issued a letter to its customers who were potentially affected. It states that there may have been “access to your personal information by a non-authorized third party, from November 4, 2022, to February 27, 2023.”

In response to the breach, the company acted responsibly by immediately shutting down its systems before beginning an investigation led by an accredited third-party cybersecurity firm. And, according to an official statement, the company plans to continue tightening its controls and measures to prevent any future breaches.

“We have since enhanced security measures on all Groupe Nordik systems, including the gift certificate system, and will continue to work with the cybersecurity firm to maximize the protection of our clients' data. We have asked our customers to stay vigilant and report any suspicious activity to local authorities.”

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2023 Aspire Spa & Wellness Soirée

Celebrating excellence and innovation within the Canadian spa industry

BY SEAN TARRY

It’s certainly been a remarkable past number of years for businesses operating in industries all over the world. Rife with challenges that impacted operations at just about every turn, it’s been a time that has tested the fortitude and resolve of many. However, as we continue to foray slowly out of the pandemic era and into an environment that is beginning to resemble a return to “normal,” attitudes and behaviours among the public are changing slightly, yielding hope and optimism for business owners and increased excitement and positivity concerning the future. And, it was that very excitement and positivity that served as a backdrop to this year’s Aspire Wellness Soiree – an event designed to celebrate all of the excellence and innovation that’s driving the current and future success of the Canadian spa industry.

Hosted by Leading Spas of Canada, and held at the newly renovated Park Hyatt Hotel in downtown Toronto on April 24, the event afforded incredible networking opportunities for attendees to share ideas and best practices, and served as a repository of industry insights and information, sparking engaging discussions concerning the most significant challenges faced by the industry today.

Ensuring a healthier tomorrow

Emceed by Gregory Macdonald, founder and CEO of Bathorium, the event kicked off with a lively presentation by keynote speaker and founder of the “Without Losing Your Cool Movement,” Shantelle Bisson, who spoke about the role of women as caregivers, their importance within the hierarchy of their families and society, and their critical need to develop

better habits to ensure a healthier tomorrow for themselves and the lives they touch on a daily basis.

Thought-provoking discussion

In addition, the annual must-attend conference for spa industry professionals and their partners featured a captivating and thought-provoking Q&A panel that focused on “Navigating the Spa Industry: Overcoming Staffing Challenges and Developing Effective Compensation Strategies.” Panellists helped provide a spectrum of insights and perspectives and included Kathryn Gallagher, chair of Leading Spas of Canada and full-time professor at Seneca College; Elena Zinchenko, spa director of Ten Spa at The Fort Garry Hotel. Grace Burzese, founder of Beauty Incubator Recruitment; Viviana Quesada, corporate director of wellness and spa for Pearle Hospitality; and Humber College student Alexandria Petruzzelli.

The panel of experts addressed challenges related to the recruitment and retention of talented staff, ways to reward and incent employees beyond monetary compensation, the opportunities that are available to establishments that continue to enhance the care and consideration they pay toward providing an exceptional experience for their employees, and a number of other industry-specific topics. For a follow-up to the Q&A that took place at the event, read the panellists' insights on page (26) as Spa Inc. delves deeper into the subject matter.

And, the event also included a live demonstration by Phiane Duquet. Winner of the evening’s “Top Innovative Spa Treatment” award, the multi-decorated massage therapist performed her Ancestral Wisdom Facelift Massage for attendees.

The panel of experts addressed challenges related to the recruitment and retention of talented staff, ways to reward and incent employees beyond monetary compensation, and a number of other industry-specific topics.

Fresh ideas

Meant to facilitate connections and honour the best that the Canadian spa industry has to offer, this year’s installment of the Leading Spas of Canada Aspire event did just that, and some.It highlighted the trends impacting spa operations while helping to generate fresh ideas as the industry continues to navigate its way forward.

And the winners are…

The 2023 Aspire Spa & Wellness Soirée culminated in the presenting of this year’s round of awards, which were handed out to the very best operating within the Canadian spa industry. Here is the complete list of award categories and winners:

TOP 25 SPAS IN CANADA

ELMWOOD SPA

GUERLAIN SPA AT HOTEL X TORONTO

HAMMAM SPA BY CÉLA

IWA SPA

KANANASKIS NORDIC SPA

SPA AT FOUR SEASONS TORONTO

SPA MYBLEND AT THE RITZCARLTON, TORONTO

STE. ANNE’S SPA

TEN SPA

THE ELORA MILL SPA

THE SPA AT LANGDON HALL

TOP DESTINATION SPA: Ste. Anne’s Spa

PILLAR OF THE COMMUNITY

AWARD:

Skinprovement Medi Spa & Laser Clinic

CONSUMER’S CHOICE AWARD:

Skinprovement Medi Spa & Laser Clinic

TOP MEDI-SPA: Victoria Park Medispa

TOP HYDRO SPA: Thermëa by Nordik Spa-Nature

TOP HOTEL SPA: Spa myBlend at the Ritz-Carlton, Toronto

EDUCATION AWARD: DermaSpark Products Inc.

TOP INNOVATIVE SPA TREATMENT: Spa Phiane Inc. L’œuvre de beauté for its Ancestral Wisdom Facelift Massage

HONOURABLE MENTION: Riverstone Spa

To learn more about the Leading Spas of Canada Aspire Spa & Wellness Soirée and ways to participate in next year’s event, go to leadingspasofcanada.com/conference-homepage.

TAKING WELLNESS TO

A NEW DIMENSION

A journey outside the comfort zone at a psychedelic-assisted therapy retreat

BY CHRIS RYALL

Inervously bring the vape, filled with a dry herb mixture, to my mouth. Cannabis is making an authorized entry into my body in a very surreal and emotionally charged cannabis ceremony.

My mind is about to enter a new dimension. Luckily for me, the clinical and hospitality team at Dimensions Retreats, a new psychedelic-assisted healing program in the Algonquin Highlands three hours north of Toronto, has provided extensive preparation and answered my endless questions about this new journey. I was there during a soft opening in late March before it officially opened in May 2023.

What’s the big deal?

My drug use can be summed up as one toke on a joint of marijuana when I was 16 and nothing since other than taking a Tylenol or similar for a headache or body ache. This was a big deal for me, as I abhor smoking anything and detest the skunky smell of cannabis.

The lakeside setting and abundant forest trails, and staying in one of the 17 comfortable and luxuriously appointed cabins aid in reconnecting with nature and digging into more meaningful parts of your mind and life and yes, past traumas as well.

The cozy cabins include a plush bed, your choice of pillow, soaker tub with Epsom salts, controlled bathroom floor and

cabin temperature settings, choice of roasted coffee and teas, large selection of healthy and non-alcoholic drinks, and an outdoor seating area with views of Maple Lake or the forest.

Science-based research

Andrew Galloway, Dimensions Retreats co-founder and chief operating officer, says, “Our psychedelic-assisted therapy programs are supported by neuroscientific research, evidencebased practices, and the extensive experience of our respected therapeutic team.”

Dimensions Algonquin Highlands clinic director and registered psychotherapist Donald Currie leads the team with fellow psychotherapist Gina Miranda, plant elder Don Khalsa, and other clinical staff. Queen’s University in Kingston, Ontario, and Health Canada also collaborate with Dimensions on psychedelic-assisted therapy program research and studies. Dimensions is also developing programs for military personnel dealing with PTSD and other mental health issues.

Dimensions' intention for each participant (currently they limit it to 12) for their five-day/four-night Ascend program is Retreat, Reset and Transform. Confidentiality and physical and mental safety are a priority. Clinical staff guide you on your journey before, during, and integration after the retreat.

Prior to transcending

Prior to visiting, there is an assessment and intake process to make sure you are a suitable candidate for the program. Detailed medical history and previous drug use questions are asked (everything is kept in the strictest confidence and adheres to all privacy laws) in a one-hour virtual session with an intake professional. They ask what your intentions are for your visit. Dimensions is not an addiction clinic and is not suitable for those currently dealing with drug or alcohol issues.

If approved by the clinic director then guests receive a variety of forms, including waivers for the cannabis ceremony, confidentiality agreements, as well as any required spa and related industry forms for massages and wellness activities.

Range of services

Guests have a full range of daily wellness services to choose from, including Thai, Swedish, hot stone, and cranial sacral massages; Reiki; float tank sessions; bio sound therapy; breathwork; sound baths; yoga; qigong; and meditations. In the winter, cold plunges in the lake are available.

All meals are at a communal long table and even the clinical team joins in. Dimensions hired executive chef Miriam Echeverria, who has worked in Mexico and in top Toronto

restaurants. Echeverria creates a healthy and tasty menu to maximize the benefits of the Ceremonial Day with immuneboosting and anti-inflammatory berries, which cleanse the body ,and mushrooms, which protect and support brain health.

The Ceremony

The highlight, of course, is the Ceremonial Day. On the third day—after individual and group therapy sessions, breathwork, healthy food, and an assortment of other services—our group goes into the Ceremonial Dome. It’s a safe and tranquil setting. I am here with four female participants and three Dimensions staff—Donald and Gina the psychotherapists and Don the plant elder. We lie down on a mat accompanied with a heavy blanket, beanbag eye pillow, vape, and our unique cannabis blends that Don mixed the day before. Dimensions does not sell or provide any cannabis. Participants must bring their own but are given guidance on what type to buy and amount.

Throughout the three-hour ceremony, we are told how many puffs to take and how to inhale while the team checks in on us at various intervals. Breathing, chanting, and singing by the clinical team goes on as well during the ceremony.

One woman breaks out laughing, others follow. Not me. I think I was like President Clinton—I never inhaled (or not properly)!

After three rounds my body finally felt a change—like a weight was lifted and blood flowing more effortlessly. The first time in years. Some participants were laughing uncontrollably, some quiet, and others sobbing. After a fourth round of inhaling a mental switch went off.

My mind travelled to a place nowhere I expected—to my mom’s passing 13 years ago while I was on a business trip in Germany. Her death was unexpected and I never had a chance to tell her before passing that she was a good mother and other cherished thoughts. Through this psychedelic experience, I was able to go to a point in my mind that had previously been blocked. I started choking up and began sobbing. Gina came over and simply sat next to me and comforted me, letting me say what I needed to say. Exposing my emotions and sobbing like that in front of mainly strangers I had just met two days earlier was transforming. It was both an emotional and uplifting experience.

Currie says, “Most clients reported deep transformations and a changed relationship with their physical bodies and mental state.”

Differentiated approach to healing

Psychedelic retreats have been popping up since cannabis became legal in Canada and other countries around the world. But what makes Dimensions different?

“Our retreats are built with a clinical psychotherapeutic lens,” explains Currie. “What sets us apart is that we braid psychotherapies with other mind and body practices [the various wellness services Dimensions Retreats offers]. Our approach combines the insights of western science with the ancient traditions of plant medicine to create a new paradigm of mental health treatment to improve well-being.”

Transformative experience

Dimensions is expanding. After opening the Algonquin Highlands retreat, Dimensions plans to add healing programs in Costa Rica and Jamaica, and will be opening in Amsterdam in late fall.

Many have asked meif I'd try cannabis again. Maybe. This program is not about getting high. It’s a transformative and healing experience incorporating many elements. Without the science and clinical team behind it, the trust and caring of the staff and fellow participants, and the tranquil nature setting, I would never have gone through with it. My anti-drug feelings run deep. But in the right setting, with the right people, and a safe clinical approach, perhaps there will be another time.

For now, the team at Dimensions provided the gateway for me to reach a different plateau, and the opportunity to finally say, “Thanks, Mom.”

Our retreats are built with a clinical psychotherapeutic lens,” explains Currie. “What sets us apart is that we braid psychotherapies with other mind and body practices.

Dimensions Retreats executive chef Miriam Echeverria Photo Credit Chris Ryal

Maintaining a legacy of care at Le Monastère des Augustines

Leveraging its rich monastic history and tradition, this Québec spa offers visitors a stay like no other

BY SEAN TARRY

For nearly four centuries, the Augustinian sisters have been providing care and holistic healing within the community’s Québec City monastery, preserving a unique piece of history and heritage that is now being shared with visitors who are seeking relaxation and a rejuvenation of physical and mental health. It’s an environment that’s steeped in antiquity and adorned with the relics of former times—one that promises to allow guests the opportunity to find balance through simplicity within a haven of wellness and space for personal transformation. And, explains AnneJosée Cameron, national and international media relations for Le Monastère des Augustines, because the monastery operates with the idea of preservation in mind, guests also enjoy the benefits of the Augustine sisters’ legacy of caregiving.

“The Augustinian sisters have a long history of serving as nurses and apothecaries,” she explains. “They’ve been taking care of others for hundreds of years and have developed a legacy that is being preserved and maintained so that others can learn and benefit from it for years to

come. Le Monastère is an unbelievably unique place where people can come to get away from the pressures and stresses of daily life and find peace to relax and rejuvenate. And, because of the rich history that surrounds the Augustinian sisters, the monastery, and everything that it stands for, a visit to Le Monastère is definitely unlike any other.”

OPENING UP TO THE PUBLIC

Built in 1639, the monastery began serving as a hospital in 1644 and is known to be the first of its kind on the continent north of Mexico. Shortly thereafter, the sisters would have 11 more hospitals built in order to take care of the sick within the province, essentially laying the very foundations of the Québec healthcare system as we know it today. In fact, the hospitals and the care that they provided were managed by the Augustinians until the Quiet Revolution in the 1960s when

the government took control. The transfer of management over the province’s healthcare system coincided with the decline of the Augustinian population in Québec, prompting a form of succession planning as a means to protect and preserve their culture and teachings, and to ensure their legacy survived them. As a result, Cameron explains, a trust fund was developed in which the monastery was handed over to the people of Québec, with a few conditions.

“The first condition of the transfer was that management of the monastery must include the upkeep and maintenance of its archives,” she says. “There are nearly 400 years’ worth of archival information contained within the monastery documenting the Augustinian sisters’ arrival in Canada and all of the major and minor events that helped to shape the history of the Augustinian sisters, the province of Québec, and Canada as a

whole. The archives are extremely well preserved and are a part of the UNESCO Memory of the World program. The other condition was that the sisters’ legacy of taking care of people must be honoured and carried on. As a result, the completely restored and redesigned property offers a unique holistic health experience where visitors have the opportunity to heal and revive their body, mind, and spirit. In addition, all of the revenue that’s generated by the monastery is reinvested into the services that we provide.”

MAINTAINING A TRADITION OF HEALING

To uphold its commitment to the Augustinian sisters, Le Monastère is home to the Augustinian museum as well as an archive centre where visitors are offered a glimpse back in time with a living connection to the Augustinian sisters’ heritage. And, through a range of treatments and services—including holistic health consultations, a spectrum of massages (aroma, vitality, reflexology, Thai yoga, prenatal, and more), facials, energy healing, meditation, and pressure therapy sessions— the monastery isn’t doing a bad job maintaining its pledge to provide care and respite, either. It’s a range of services that Cameron says helps to provide something for everyone, calling visits to the spa “slow wellness retreats” for individuals.

“It’s quite a hectic life that many people live today,” she acknowledges. “We work all day, take care of the kids, maybe the parents, too, and find it difficult to take a moment to rest and relax. The monastery is serving as that place where people can take those muchneeded moments to recharge. It’s been doing so, offering these services, since 2015. So, although the monastery and its traditions are very old, the spa is actually still quite young. It’s resulted in a really interesting confluence that helps to create the atmosphere and environment at Le Monastère.”

CHOICE OF STAYS

Visitors of Le Monastère have a choice of accommodations when they stay at the spa, selecting from either the authentic or contemporary hospitality arrangements. The authentic stay offers guests the opportunity to live as the Augustinian sisters have for these many years, sleeping in monastic cells that are contained by centuries-old walls. The contemporary stay places visitors on a modern floor of the facility with the amenities that guests of a hotel are accustomed to. Each stay is an option within the plethora of different getaway packages that have been made available by Le Monastère. But, despite which one guests choose, Cameron says that visitors will receive a unique experience all the same.

“The moment you set foot on the monastery grounds, you’re filled with a very special feeling,” she says. “There’s a really calming effect that the surroundings have on a person, making them feel as though they need to take a pause and care for themselves. It’s a

feeling of elevation in a way, created by the centuries of lives that have passed through the buildings and spaces, ensuring that those who visit take leave of their day-to-day lives.”

DISCONNECTED RESPITE

In order to help visitors leave their day-to-day lives, the monastery does not offer any televisions. And, staff encourage everyone who enters to disconnect completely by leaving digital devices at the front desk or, in the least, by turning them off for the duration of their stay. Outside, the property is adorned with beautiful gardens of flowers and plants, adding to the tranquility and restful nature of the destination. And, for eating and dining, Le Monastère is home to Le Vivoir—a space within the monastery dedicated to promoting mindful eating and optimizing the experience of guests, offering a variety of meal selections and side dishes that can be combined to taste. In all, says Cameron, each stay is centred around total health and wellness within an experience that has something to offer just about everyone.

“Le Monastère receives all types of different people,” she says. “But what they all have in common is at least a partial interest in enhancing or improving their well-being— mentally, physically, and spiritually. We entertain a lot of people who are beginning to place a great emphasis and focus on their health. And, because we’re just outside the heart of Québec City, a lot of visitors to the province and city come to visit us as well. And, as mentioned, most are seeking a refuge or a haven in which to slow down within and to reflect and introspect. Fortunately, they’re coming to the right place, because there isn’t another that can offer the same level of peace and serenity.”

UNIQUE AND FULFILLING EXPERIENCE

As Le Monastère des Augustines approaches its first major milestone since introducing health and wellness spa packages and stays to the public nearly 10 years ago, it continues to build on the services that it already provides. And, as Cameron explains, it does so in efforts to offer offer a unique and even more fulfilling experience for its guests.

“We’re currently working on developing our own signature retreat for visitors. It will be based on art and environmental therapy. And, given all of the amazing art that exists within Québec City and how beautiful the city is, it makes sense for us to leverage what we already have available to us. We’d like to introduce it within the next few years and are currently engaging panels and collaborating to make it happen. But day to day, going forward, it’s really about tweaking and fine-tuning what we offer, both in terms of services as well as the surroundings, in order to ensure a great experience for visitors and a chance for them to enjoy the benefits of the Augustinian sisters’ legacy of care.”

The Augustinian sisters been taking care of others for hundreds of years and have developed a legacy that is being preserved and maintained so that others can learn and benefit from it for years to come.

PROVIDING AN authentic experience for your guests

The production of counterfeit and fraudulent goods has been a scourge of many brands and purveyors of those brands all over the world for a number of years now. The market for these goods, a black one, devalues the authentic versions of the phony knockoffs that are peddled within it, often impacting the client to one extreme or another. And, it’s not a problem that has avoided the spa industry.

BY SEAN TARRY

According to Moshe Ben-Shlomo, founder and CEO of DermaSpark

Products Inc., it’s a problem that poses more consequences than some people might first imagine.

“First and foremost, the most dramatic impacts of fraudulent product is felt by the consumer,” he asserts. “In the bestcase scenario, the customer will not get the results that she paid top dollar for. In the worst and more common scenario, the customer receives skin damage from their treatment. And, there’s also a tremendous impact on the reputation of companies like ours and the reputations

Avoid the use of counterfeit and fraudulent product in order to maintain the integrity of the industry

of clinics using this equipment. If a customer either doesn’t receive the desired results from their treatment or suffers ill effects, they will let all of their friends know about it. So the damage that’s caused by these fraudulent devices and pieces of equipment is both commercial as well as reputational.”

Fighting fraud

Recognizing the need to do something in order to protect the safety of the public and the reputations of those within the industry that are working with legitimate equipment, Ben-Shlomo and his company, DermaSpark—which represents manufacturing companies all over the world—are helping to lead the charge in eradicating, or at least reducing, the use of these counterfeit machines. The exclusive Canadian distributor of

the OxyGeneo 3-in-1 Super Facial, DermaSpark recently won an important federal court decision against a Newmarket, Ontario, spa that was using a dangerous counterfeit version of the OxyGeneo machine. And, Ben-Shlomo suggests that it’s only the beginning.

“I don’t think we’ll ever be able to completely eliminate these counterfeit products from the market,” he says. “But we’re going to continue to fight to remove as many of them as possible. The safety of the public is at stake. It’s not like a counterfeit sneaker or handbag, which can obviously cause reputational damage to the brands in question, but not posing anywhere near the same level of harm to the end user.”

Insurance liability

Ben-Shlomo goes on to explain that the OxyGeneo 3-in-1 Super Facial, which is a microneedling cosmetic device, is by no means the only type of equipment being counterfeited. He says that laser equipment for hair removal is also being replicated by fraudsters. And, what complicates the matter even more is that the counterfeit devices and machines are being sold online from overseas companies for fractions of the prices of the authentic equipment. The worst part, however, acknowledges Ben-Shlomo, is that many within the industry have been aware of these counterfeit devices. And, those who purchased them must surely have known what they were going to be using. However, he warns that the return on their illadvised investment in fake product could certainly come back to bite them one day.

“Spa owners must be extremely mindful of the results that the equipment they’re using is producing,” he says. “"After all, it’s their reputation on the line as well. But some of these machines, which cost $25,000 to buy, are available online for $500. So some spa owners will try to save that money by purchasing a counterfeit device. If they do, however, knowingly or unknowingly, and a customer sues them as a result of damage caused by the machines, their insurance company will never stand behind them. In a case like this, if the

product being used is not licensed by Health Canada, then the clinic is essentially not insured and the business is then in jeopardy of being shut down by local health authorities.”

What’s being done?

Although it’s possible that some spa owners have unwittingly purchased counterfeit devices, it seems relatively clear that those who have purchased them have done so with the knowledge that the product is not authentic. Despite this, however, Ben-Shlomo suggests that the entire industry needs to be made aware of the problem through education. In addition, DermaSpark has taken it upon itself to include on its website a list of all of the clinics in Canada using the legitimate OxyGeneo 3-in-1 Super Facial device. By doing so, and through public engagement, the company has now been able to identify other clinics using counterfeit equipment. And, for spa owners out there who want to verify that the equipment they’ve purchased is legitimate, Ben-Shlomo advises that they go to www.health-products.canada.ca/ mdall-limh where they can confirm the authenticity of their product using the active licence search, which will reveal the device name, the company that produces it, as well as the licence number. It’s exactly the type of awareness that Ben-Shlomo and DermaSpark are trying to initiate in order to lessen the viability of the illegal product market.

“I’d like to see Health Canada put some stricter practices in place to stop the flow of illegal goods. And, I’d obviously like to see fewer spa owners purchasing these counterfeit devices. If the entire industry becomes actively involved, consumer pressure around the use of these devices continues to increase, and companies like ourselves fight for the removal of them from clinics across the country, my hope is that one day the popularity and use of fraudulent equipment will fade away significantly, removing health risks and elevating the quality and consistency of services and treatments provided by Canadian spas.”

COMING SOON

Spa Inc. magazine is opening nominations in late August

Join us in recognizing and celebrating the hardworking, innovative spas, industry partners, product lines and educators across the country.

Is this your winning year?

Stay tuned for more information, or visit: www.CanadianSpaAwards.ca

Special Spa Inc. Roundtable Discussion:

Overcoming today’s staffing challenges

Panellists weigh in on the issues impacting the efforts of spas in their pursuit of top talent and the things they can do to retain their expertise

BY SEAN TARRY

Running a successful spa business is a complex venture, involving a number of different layers and components of the operation that must be considered in order to reach optimal output and results. Managing the supply chain, product development and discovery, purchasing, and so many more aspects of the business are equally critical. However, perhaps the most important part of any organization or establishment is the people helping to execute on its vision and to properly serve its customers. In light of this, combined with the current labour crunch, experts within the industry were brought together at the Leading Spas of Canada (LSOC) A & Wellness Soirée 2023 to be part of a Q&A panel discussion concerning the issues impacting the recruitment and retention efforts of spas. followed up with participating p to dive deeper into the subject, dissecting some of the challenges that are faced while highlighting opportunities to improve staffing practices.

Participants:

Grace Burzese, founder of Beauty Incubator Recruitment

Kathryn Gallagher, chair of Seneca College

Alexandria Petruzzelli, Elena Zinchenko, spa director of Ten Spa at The Fort Garry Hotel and past chair of LSOC

Spa Inc.: In your estimation, what is the current state of recruiting efforts regarding the attraction of talented staff to spa establishments?

Kathryn Gallagher: It is currently an employee—driven market with spas still experiencing staff shortages post-COVID from increased demand in spa services, particularly with massage therapists. Spas are looking at how they attract and retain talent, but also some are recognizing the importance of engagement, because without that, there will be issues around retention. You’ve got to empower your people and help them define their purpose. This requires knowing and living your spa’s vision and mission and then empowering staff to make decisions based on that. It’s important for people to have a purpose and for that purpose to be aligned with the spa’s vision. This creates intrinsic motivation, which is essential to achieving high levels of service every day, with every client. And, you’ve got to include your team in decisions about the spa. They will feel a sense of ownership and feel valued.

Elena Zinchenko: There are a lot of spa owners in provinces across the country who are finding it difficult to recruit enough talent to

their establishments. Part of the challenge is that many of the younger professionals today understand that they have a number of different options when it comes to employment. They can work at hospitals or open their own clinics. They’re in demand, and they know it. However, what many are also coming to realize is that employment at a spa clinic provides them with security, steady appointments with clients, and the opportunity to continuously

It’s very much a candidate-led market. So spa owners need to set themselves apart from their competitors to attract the best talent. Business owners should recognize that a shift is occurring in what candidates are looking for in a new employer. While compensation is still a leading factor, potential employees are also placing increasing importance on the opportunity to grow and develop their skills within their new role, and whether or not the brand and culture aligns

SI: What are the latest compensation trends within the spa industry? Do you believe they are in line with expectations of today’s

There seem to generally be two types of compensation being offered by spas today. An hourly rate, which ranges from $16.55 in Ontario to $27, with possible percentage on retail that ranges from 5% to 15%; and an hourly rate plus a percentage on service and commission on retail. Many spas, especially hotel and resort spas, are adding an automatic 18% gratuity. What I see is a gap between these two types of compensation. This could mean that one aesthetician is earning on the low end, at $16.55, compared to another earning minimum wage plus 15% to 20% commission on services, which could result in earnings in the region of $45 an hour. Earning minimum wage is absolutely not in line with the expectations of today’s prospective employees.

SI: With respect to meeting the needs of today’s spa operation, what should spa owners be hiring for?

Should more emphasis be paid toward attitude and fit as opposed to pure skill sets?

EZ: I personally place attitude at the top of the list with respect to the attributes that employees of Ten Spa need to possess. When it comes to skills, we can always train, shape, and mould our specialists to the level that we need them to be and to develop the proper practices that will help them continue to improve. And, because reputation is unbelievably important within the spa industry, hiring the right people with the right attitude is critically

important. They need to possess a willingness to learn and expand their thinking, a desire to try new things and to experiment with the latest techniques, and the openness to share their expertise with others and to accept new learnings. Working at Ten Spa lends specialists instant credibility because of the reputation that we’ve earned. But they become ambassadors of the clinic and the face of what we do. So, in the end, skills, although very important, are secondary to demeanour and mindset.

SI: In your estimation, what are today’s prospective spa employees looking for from employers and their job experience?

GB: Employees are treating employment differently today. Of course, compensation will always play a major role in their decision-making process. But we are seeing potential employees placing increasing importance on their potential overall experience, including the type and strength of company culture, whether or not their personality is a fit for the organization, and the potential for them to develop their skills and knowledge within the role. However, compensation is still definitely a major factor in the decisions of today’s employees. People want to feel valued for their time, and one way to show this is by paying fairly. With inflation running high, expenses have increased, and so what you were paying a year ago may no longer be attractive.

Alexandria Petruzzelli: As a newly graduated medical aesthetician, it has been a privilege to learn the most up-to-date protocols and practices within a spa environment. As an employee seeking a trusted employer, there are some things I look for, such as employee health benefits, and ongoing education opportunities in order to stay in touch with the ever-evolving spa industry and to continue to provide exceptional service for all clients. And, vacation and paid time off is very important in order to ensure proper personal life balance.

SI: How important is it to today’s prospective spa employees that the culture within the organization they’re going to work for is a fit for them as individuals?

AP: As there are many spas within Canada that have established strong audiences and clientele based on their uniqueness, specialities, and top-tier customer service, it is important as an employee to seek a place of work that aligns with my values and philosophies. I have to believe in the spa’s vision and mission, which is the heart of the organization, in order to be the best example of it.

SI: Do you feel there are any barriers to entering into a career within the spa industry? If so, what are they and how do they, impact your efforts?

AP: For new aestheticians entering the industry, a lack of experience in a spa environment is a barrier for them ,as highend spas will more than likely want someone with a few years of experience. I was fortunate enough to enter college with a guaranteed co-op opportunity in my final year of school to further my knowledge and enhance my skills with a spa environment. This allowed me the opportunity to grow and build a connection with clients. I think it would be really positive if more post-secondary aesthetician programs and spas could collaborate in order to allow soon-to-be aestheticians a chance to work in a co-op environment to get hands-on experience and greater exposure to the industry.

SI: What does today’s onboarding process look like within a spa establishment? And how important is it to immediately engage employees in order to integrate them and help them develop a deep understanding of the business's SOPs?

EZ: Every spa needs to understand exactly what their clinic means to their customers and the philosophy that it operates by. This

Ongoing training and development of employees is the only way that spa clinics are able to maintain their reputations and the consistency of the services and treatments they offer their guests. And, it’s the most effective way to keep your staff engaged in their jobs and invested in upholding the vision of the spa.

guides all of the practices and procedures and even the conduct of the employees. And it’s really important that their philosophy is maintained and that the services offered, and the treatments and care for guests, are consistently excellent. The most effective way to do this is to onboard each employee in the same way, sharing with them the protocols that help the operation run smoothly. It means that whether they’re working at the front desk, as a massage therapist, nail technician, or serving within any other role, their onboarding and training has got to ensure they’re all pulling in the same direction, helping the clinic satisfy guests and achieve its goals. It enables everyone to be working on the same page, to be speaking the same language, and to each possess the same understanding and perspective of the work being done by everyone.

SI: How can recruiting firms help to bridge the gap between prospective employees and spas?

GB: At Beauty Incubator Recruitment, all of our recruitment consultants have extensive spa industry backgrounds. This means that they intimately understand the roles they are recruiting for and the environments in which these roles are based. Our consultants use their experience to filter out candidates that don’t match the skills and personality criteria so spa owners only see candidates that meet their requirements Specialist recruitment firms are able to use their skill to put forward candidates that a spa owner might not have considered but could be perfect due to their transferable skill sets, aptitude, or personality. Employing a specialist recruitment firm means you are hiring professionals. Recruitment is all we do. This means, you have access, through our network, to candidates you wouldn’t be able to connect with otherwise. And, our

spa business

processes ensure you only see the best prospects, so you can focus on running your business.

SI: How significant is ongoing skills training and development when it comes to engaging and motivating employees?

EZ: Ongoing training and development of employees is the only way that spa clinics are able to maintain their reputations and the consistency of the services and treatments they offer their guests. And, it’s the most effective way to keep your staff engaged in their jobs and invested in upholding the vision of the spa. Continuous training and development makes things fun and exciting for professionals. Even though some have been doing what they do for a long time already, the opportunity to learn something, to acquire a new technique or a more effective way to do something, is rewarding and keeps things fresh for employees. And, the bottom line is, simply, that ongoing training and development results in continuous improvement, better results, and greater efficiencies among staff.

SI: How significant are schools and the programs they offer when it comes to filling employee pipelines within the spa industry? And how impactful can partnerships between educational institutions and spas be in helping to enhance the skills of graduates and the future of the industry?

KG: Attracting talent could include

partnering with a reputable school and offering a scholarship. Hammam Spa in Toronto awards internships that include job-shadowing with senior staff. More spas are seeing the value of investing in new graduates who are eager to learn and work. The result might be the requirement of additional training, but in return spas are seeing increased loyalty and retention, and stronger team integration.

SI: Compensation aside, today’s employees are seeking a range of non-monetary benefits. How important is it to ensure work-life balance, scheduling flexibility, etc. with respect to meeting the needs of prospective employees?

KG: You could offer a range of benefits such as flexible work options, mental health days, wellness programs, financial support, and health spending accounts. Some are even looking at daycare provisions. But whichever benefits you introduce, you’ll want to make sure that they’re truly adding value for staff, or your investment could be meaningless. It’s important to conduct a needs analysis with your staff in order to find out exactly what they value most before spending money.

EZ: Offering a range of benefits is incredibly important today. But what might be most important are the benefits and measures that are put in place in order to take care of the mental health of spa employees. Therapists give and give and give, all the time. They’re responsible for providing the experience for every single guest that comes into the clinic, ensuring relaxation and tranquility, no matter how they might feel personally. So, providing [your employees] with the care, tools, and resources they need to better manage their own mental health is key. Allowing them the opportunity to access and speak with

mental health coaches can be really helpful. And, always making sure that staff and management get together to do something outside of the work that’s done on a daily basis is also a great way to connect with people. It allows managers and directors to better understand what their staff might be going through within their personal lives and affords staff the opportunity to express some of their concerns, breaking down barriers and enabling greater communication.

SI: How significant might mentorship opportunities be when it comes to engaging employees? How available are these opportunities within the industry? And, should they be leveraged to greater effect?

KG: Mentorship opportunities should be mandatory. In fact, new research shows that mentorship programs can indeed produce valuable gains. The Global Wellness Institute created the Global Mentorship Program Initiative back in 2013 to address the predicted management shortages. However, the program ended in 2018. This could be an initiative for Leading Spas of Canada, where a committee of volunteers works on career development initiatives to help support spas attract, engage, and retain talent.

SI: What’s your No. 1 tip for spa owners looking to attract the very best talent to their facilities?

GB: Pay fairly, and build an employeefocused culture that provides career development opportunities and incentives. And, don’t forget about onboarding. You’ve done your best to attract the best talent.

spa business

But remember that first impressions count. So when your new employees show up on their first day of work ensure everything is set up for them. And, be strategic in your onboarding process so that your new hire has a seamless experience from initial contact through to their first day and on.

SI: How important can internationally trained employees be toward helping to fill labour gaps in the industry? And, what are some of the challenges that are involved in hiring these employees?

EZ: Every province in Canada has its own laws and stipulations when it comes to employing internationally trained workers. Manitoba, Saskatchewan, Nova Scotia, Newfoundland & Labrador, and Prince Edward Island are the only provinces that regulate employment for aestheticians, nail technicians, and skin technicians, requiring individuals seeking employment within those specialties to possess a licence. Despite where someone comes from, the skills they’ve learned and developed through the years don’t change when they arrive in Canada. However, they need to meet Canadian educational and employment standards in order to work. Some, with proven education, skills, and documentation, can challenge the exam as a professional. Or, with a proven education certificate from their country of origin, they can serve within a two-year apprenticeship before challenging provincial exams. It allows spas in these provinces to attract incredible talent to their clinics, help them apply and hone their skills, and benefit from their expertise.

Offering a range of benefits is incredibly important today. But what might be most important are the benefits and measures that are put in place in order to take care of the mental health of spa employees.

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the science behind the treatment

BY SEAN TARRY

The very notion of a trip to the spa for most people conjures up thoughts of relaxation, peace, and treatments that will rejuvenate, restore, and revitalize the mind, body, and spirit. And, as people begin to place greater emphasis and focus on their health and well-being, the services associated with these feelings and pleasures will continue to be increasingly sought out. As a result, in order to capture the attention and spend of today’s health-conscious consumer, spa operators will want to enhance their communication of the benefits that their services provide, highlighting the science behind the results within their marketing. There are, of course, a plethora of treatments that display results that have been proven scientifically. However, there are some that present significant psychological and physiological benefits that spa owners will want to convey within their marketing to allure would-be spa-goers to visit their facilities and enjoy the science of the spa.

CIRCULATION FACILITATION

There are few other parts of the body more important than skin. After all, it is the body’s largest organ. As such, many spa treatments and services are catered to enhancing its look and feel. However, many customers don’t fully understand the tremendous impact that skin treatments can have on the circulatory and lymphatic systems. Massages, whether full body or administered to a certain part of the body, benefit just about every vital component within us, from our heart and blood vessels to our bones and lymph nodes.

THE HEALING POWER OF WATER

Hydrotherapy is an ancient technique that leverages contrasting temperatures and the soothing feeling of flowing water to transform the psychological state of its recipients. It’s a treatment that stimulates blood flow, thus dramatically improving circulation while enhancing mental and physical energy levels.

All great spa treatments offer those receiving them with incredible benefits, and are all rooted in the science of our anatomies

GIVE IT A SCRUB

Scrubs, mainly of the salt, sugar, and herbal variety—are a relaxing and rejuvenating way to refresh the skin and senses. The coarse texture of most scrubs also increases circulation, while promoting nerve activity, which results in the removal of unwanted dead skin. In addition, recent studies have indicated that a good salt, sugar or herbal scrub could strengthen the immune system and facilitate the growth of new healthy cells.

LIGHT THE WAY

The popularity and use of infrared and far-infrared saunas has increased in recent years, and with good reason. The effects of the infrared light offers another way to increase one’s circulation, as well as their cellular metabolism. Penetrating the connective tissue with superficial heat, muscles are treated and soothed in the most relaxing of ways. In addition, infrared saunas also promote increased perspiration; the burning of calories; the excretion of lipophilic toxins; and stimulation of the immune system.

IT’S A WRAP

The wonders of mud, clay, and seaweed have been known for centuries, and have the power through their incredible antibacterial properties to help prevent infection; enhance circulation; repair damaged tissue; and decrease inflammation.

Mudpacks have also been shown to reduce feeling of pain in individuals suffering from osteoarthritis and other conditions. Clay is high in minerals and is an incredible agent in helping to absorb excess oils, toxins, and dirt through the process of osmosis, and can be useful in helping to reduce muscle spasms and joint aches and pains. And, seaweed, also packed with minerals, contains traces of just about every vital element the human body needs.

FEELING THE HEAT

Through the use of a combination of dry and wet hot towels and linens, the body’s core temperature is leveraged to instigate a mild fever. This results in an immediate increase in circulation, promoting a rise of white blood cells in the bloodstream, stimulating the production of antibodies, and improving blood flow and immune function.

PROMOTING THE SCIENCE OF THE SPA

The scientifically backed benefits of massages and other spa treatments might be clear to spa owners and their therapists. But ensuring that customers, both existing as well as prospective, understand the mental and physical therapeutic qualities can help to boost business and educate the uninformed. And, it may also prompt some spas to expand their services, broadening their offerings in order to continue to meet and exceed the needs of today’s health-conscious consumer.

DR. DENNIS GROSS SKINCARE Pro Facial Steamer

This top-of-the-line professional facial device delivers micro-steam technology to intensely hydrate and visibly purify skin. Perfect for normal, dry, combination, and oily skin types, its special formula helps to address concerns related to pores, dryness, and uneven texture, leaving skin looking healthy and radiant.

LE LABO Body Scrub

Le Labo’s Body Scrub has a unique oily texture that exfoliates skin, cleansing and softening the complexion dramatically. The gentle formula, which is vegan and cruelty-free, contains a combination of coffee seeds, sunflower seeds, and sunflower oil, creating the unique rich texture that promises to leave skin cleaner and softer than ever.

HERBIVORE BOTANICALS

Coconut Milk Bath Soak

Coconut Milk Bath Soak from Herbivore Botanicals bathes skin in hydrating coconut milk while creating a calming bathing experience with relaxing vanilla. Coconut milk powder moisturizes and softens the skin, and vanilla helps to deliver a relaxing and calming effect on the brain, while coconut pulp CO2 hydrates skin, imparting a tantalizing coconut scent.

SISLEY-PARIS Restorative Body Cream

Sisley-Paris’S Restorative Body Cream is a high-end body moisturizer that deeply hydrates the skin while restoring it, helping to achieve optimal levels of hydration that are immediate and long-lasting. Its special formulation aids in preventing water loss while strengthening and repairing the skin barrier to enable greater water capture. After each application, the skin’s resistance against external aggressions improves immensely.

VARGAS Eden Instant Lift Mask

Made of bamboo, Joanna Vargas’s Eden Instant Lift Mask is a deeply hydrating treatment that diminishes the look of wrinkles for a more youthful complexion. Highly concentrated and fragrance-free, this face masque is powered by botanical extracts and hyaluronic acid to boost cell turnover and improve collagen production.

ELLIS BROOKLYN Marvelous Massage & Body Oil

Ellis Brooklyn’s Massage & Body Oil contains 100 mg of Full Spectrum CBD and is perfect for use on all skin types, including dry, mature, sensitive, blemish-prone, combination, and normal. An aromatic, soothing, and restorative massage and body oil, it also features maritime pine bark extract to help reduce the appearance of redness and inflammation. Paired with complementary essential oils and hydrating sweet almond oil, the this massage and body oil results in a unique sensory experience.

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ZOYA Naked Manicure Women’s Kit

This handy manicure kit is perfect for the treatment of fingernails and toenails. With a full-size Naked Base polish, fullsize Pink Perfector, full-size Satin Seal Topcoat, and White Tip Perfector included, selfapplied manicures have never been easier. In addition, the kit is vegan and free of formaldehyde and associated resins, toluene, phthalates, and camphor.

AMLACTIN Rapid Relief Restoring Lotion

Experience 24-hour relief from dryness with AmLactin Rapid Relief Restoring Lotion. Formulated with 15% lactic acid, plus three ceramides, this exfoliant lotion helps lock in moisture for visibly soft skin. A non-greasy body moisturizer, AmLactin Rapid Relief Restoring Lotion transforms skin’s appearance for visibly soft, youthful-looking skin, relieving symptoms of keratosis pilaris and dry skin while helping to lock in moisture.

CARBON THEORY Charcoal & Tea Tree Oil Breakout Control Facial Exfoliating Scrub

This acne-busting facial scrub goes a long way toward cleansing and revitalizing skin. Leveraging natural pumice particles, this rich clay-like scrub cleanses and exfoliates skin not only to combat against the harshness of acne, but also to prevent breakouts from starting in the first place.

LAVANILA The Healthy Underarm Detox Mask

The Healthy Underarm Detox Mask by Lavanila is a revolutionary treatment masque specially formulated to detoxify and beautify the underarm area while working to ease the transition to a natural deodorant. It helps to draw out aluminum and impurities;lighten, nourish, and smooth skin; and shorten and ease the transition to natural deodorant.

DAVINES Nourishing Hair Building Pak

Davines Nourishing Hair Building Pak is a product that’s been formulated to help restructure and nourish the hair shaft, leaving the hair soft, shiny, and fullbodied. Combined with a strong anti-oxidant phase, this product has a restructuring action that helps to rescue each and every hair strand, restoring rough, frizzy, overworked hair.

HARD CANDY Sheer Envy Soothe + Calm Toner Refresher

The Hard Candy Sheer Envy Soothe + Calm Toner Refresher is formulated without parabens, phthalates, or sulfates, using calming aloe and soothing hemp to neutralize redness and calm irritation. Use on bare skin or over makeup as needed. It's perfect to spritz after cleansing, in between treatments, or as a quick refreshing pick-me-up just about any time.

ELENA ZINCHENKO: STRIVING FOR A PERFECT TEN!

BY SEAN TARRY

When it comes to destinations that not only allow but encourage visitors to escape their busy lives to relax and rejuvenate, there are few within the province of Manitoba that come to mind quicker than Ten Spa at The Fort Garry Hotel in downtown Winnipeg. It’s renowned for its best-in-class facilities and services with treatments that are second to none. And, it boasts constant and consistent innovation with respect to the discovery and introduction of the most advanced treatments, which they curate based on the practices of the world’s finest spas.

It’s a remarkable approach that the spa takes toward health and wellness. And, leading it, setting a tone for the entire establishment, is the spa’s director, Elena Zinchenko. Spa Inc. recently spoke with Zinchenko about the most important factors in running a successful spa operation today, the challenges that are threatening the success of those working within the industry, and what the future might have in store for establishments all across the country.

Spa Inc.: Ten Spa at The Fort Garry Hotel has such an incredible reputation among people who have visited. What kind of experience can those who have not yet visited expect when they arrive?

Elena Zinchenko: Ten Spa has been created and developed with quality at every level and layer of the facility in mind. When people visit Ten Spa, they’re always met with the same excellence and consistency. It’s always fresh and clean with incredible amenities, lounges, and food offerings. Everything that we do is of a certain quality and cleanliness that makes our guests feel special, as though all of our treatments and services were developed and prepared especially for them. And, our services are all results-oriented. Whether it’s a skin, massage, body, or hammam treatment, everything has a very specific result. Our services are not just relaxing. They are almost transformative. In addition, our therapists are experts at what they do and have a lot of experience. Combined with the worldclass tools that we use, our expertise and quality supports the delivery of an experience for our visitors that is unlike those they’ll receive at other establishments.

SI: Today’s spas need to consider so many different aspects of the operation, allocating efforts and resources accordingly, in order to ensure their success. What, in your estimation, are the most important factors in running a successful spa business?

EZ: Understanding what you offer your customers and the meaning behind the services and treatments you provide is very important

with respect to running a successful spa business. And then, maintaining a level of consistency is critical. The quality of the therapists and the tools they’re using, the cleanliness of the spa, and everything else need to remain consistent, despite the time of the day or year that guests visit. Customers quickly come to expect the levels of service and quality of treatments and results that they receive. And so, it’s incredibly important to regularly provide training and education for your employees, and to maintain strict standard operating practices, in order to meet the expectations of guests.

SI: The industry has faced a considerable number of challenges over the course of the past couple of years. What do you believe to be the most significant challenges currently facing the spa industry in Canada?

EZ: The industry, just as many others, is impacted quite dramatically by global economic instability and fluctuations. And, because our suppliers and product partners are located all over the world, our reliance on the effectiveness and affordability of the global supply chain is immense. Currently, it’s causing massive problems and challenges for spa operators as the price of certain products continues to increase every day. It’s posing significant headaches for many who are struggling to provide the same levels of service and quality without raising their own prices.

SI: How are these difficult supply chain challenges overcome?

EZ: The current supply chain disruptions and associated price inflations should lead many to tighten their internal controls and practices to ensure product is being maximized. We’ve created our protocols, guiding our practices, with the needs of our guests in mind. And, because we are not affiliated or limited by agreements with any major skincare or healthcare brands, we maintain control over our product inventory and the tools we use within the spa. It not only allows us to meet the needs of our customers, but also enables us to manage costs and keep them down. Ultimately, it’s an approach that results in higher quality and lower cost.

SI: As we move forward, what do you believe will be the biggest differentiator between top-class spas and their competitors?

EZ: Recent technological developments are resulting in tools and equipment that are enabling self-administered treatments that provide the same or very similar experiences as those that are provided by manual treatments. Many therapeutic services, for instance, can now be administered without the need of human touch with an end result that is of the same quality. Because of this, as we move forward, spas will increasingly be introducing and offering self-administered services and treatments as a further option. It will allow spa operators to broaden and enhance the services they currently offer, differentiating their facilities from those who don’t.

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