As a year we will never forget begins to wrap up, we reflect with gratitude and celebrate all of the great things that happened in 2020.
Wow, what a year! 2020 brought plenty of highs and lows -especially to our industry- yet, we can’t help but feel gratitude as we look back on the year as a whole.
While many were searching for a sense of “normal” to return, we realized that maybe normal shouldn’t have been the goal in the first place. After focusing on the experiences our staff and guests were encountering during this season of uncertainty, we dedicated ourselves to improving our business processes - starting with developing new operations within our guest and staff relations and implementing new tools to revamp our digital footprint.
Spa Operations in the Next Normal
As we worked to navigate toward the “next normal”, all of the decisions we made aligned with our mission of Operational Excellence, Optimal Experiences. It’s evident we must pivot many standard spa practices in order to safely and efficiently reopen spas, and in some cases, a full 180-degree turn is in order. After taking intentional time to revitalize our approach, we are able to streamline our processes to ensure all guests and staff participate in an extremely safe and satisfying spa experience.
To ensure safety and cleanliness at all ISM spas, we equipped every location with proper personal protection equipment and sanitation items then trained our teams on proper usage and procedures. We also communicated these newly developed processes across every available channel so spa guests are aware and feel comfort in knowing we follow cleanliness protocols and thoroughly sanitize for their safety.
We also introduced a simple online platform to not only reduce unnecessary contact but to also provide a simple, streamlined experience for our spa guests and providers. Contactless checkout and check-in don’t just equate to an easier experience for guests once they arrive at the spa, but it also reduces paperwork for staff to handle. Finally, staggered scheduling means each guest receives a personalized, calming experience without any distractions, enabling the power of technology to support the power of human touch.
We are so happy to share that these new expectations and innovations are here to stay for our ISM partners and their clients and we look forward to building upon this foundation next year.
In 2020, ISM also dove headfirst into digital to connect with our partners and guests. In September, our skincare line, Privai, launched their first Instagram Live in collaboration with Lifestyle Blogger, Alex Ferraro of @SunKissedinDecember. We are so excited to continue to leverage partnerships to educate spa enthusiasts on the amazing products our partners use. We’re always looking for wellness influencers, so if you have a favorite account, send us an email with your recommendation!
New Spa Locations
This year, ISM successfully helped our hotel partners open three new locations! Charlotte, Savannah, and Nashville are now home to luxurious spa destinations within these gorgeous new hotels. As the world focuses on wellness, we cannot wait to watch each spa grow and provide services to hotel guests and locals alike.
As we near the close of the year, we want to say a big THANK YOU to all of our partners and clients. We look back on 2020 with so much gratitude for you all, and we’re full of optimism for an exciting year ahead!
We hope your soul receives a well-deserved recharge by spending time with loved ones during this season!
ISM SPA Team
*If you’d like to know more about ISM, our spa reopening solutions, and how we can enhance & elevate your hotel’s guest experience, please contact us!