Third meeting to get to know the best Italian Spa managers.
Today we go up north, on Lake Como, and stop at the Mandarin Oriental.
Mandarin Oriental, a luxurious five-star structure, stands on the sunny shores of Lake Como. Nestled in a tranquil atmosphere between the waters of the lake and the lush botanical park, the resort represents a seductive blend of Italian style, oriental charm and natural beauty.
Its SPA, spread over an area of 1,300 square metres, offers two treatment cabins, two private spa suites, beauty salon and fitness centre, and is managed by a young but already experienced spa manager: Claudia Errico
We also had a virtual job interview with her; this is how she answered us.
SA – Claudia, describe your current position. Who are your clients? What are their expectations?
CE – I have been in charge of the Mandarin Oriental Lake Como Spa since January 2019. I followed the initial stages of the opening, and it was really exciting to be able to create a project from scratch: from the selection of personnel to the choice of equipment and linen, everything took on a Mandarin Oriental face. Our guests come from all over the world, attracted by the timeless charm of Lake Como and the legendary hospitality of the Mandarin Oriental group. They are international travellers accustomed to the high quality of the gastronomic and wellness offer and for this reason we do our best to meet their needs, anticipate their requests and surprise them every day.
SA – Describe once you have introduced new policies, procedures, equipment to your staff.
CE- For this season I wanted to increase the offer for our guests by introducing a new cosmeceutical line using an oxygen machine: QMS Medicosmetics treatments offer visible results and at the same time provide a wonderful relaxing experience. I have also introduced 2 other machines for face and body signed Hintime, Italian Line in which I believe a lot: The V-shape machine is designed to reshape the body by firming and fighting off connective tissue alterations. It uses bipolar and infrared radio-frequency vacuums and acts simultaneously on several imperfections in a single session. Our therapists have enthusiastically and passionately welcomed these new machines and the feedback from our guests is very positive indeed.
SA – How do you supervise staff training?
CE – Working in the company has helped me a lot in perfecting my experience as a Trainer, but also having a teaching mother has been a great help. I create procedures, show with role playing the correct way to interact with guests or perform a task, I give my team moments of self-assessment to help them understand where they can improve and fix a more precise target.
SA – How do you inspire loyalty and trust in your staff?
CE – I am always myself, loyalty has belonged to me since I was a child as well as transparency. I am always very outspoken with my staff, and working closely with them, I listen to them and offer continuous support. I believe that this is fundamental to gain mutual trust. I am very proud of my current team: very young people with a strong passion for hospitality. I asked this question to one of my supervisors, who answered “With facts!!!”. I am a present manager, I love to see them at work and give them advice on how to manage the operation or a demanding guest.
SA – Describe once you have worked with your staff to improve the service of your spa.
CE – I work with my team for practically the entire duration of my stay at the spa, I like to think of our spa as our second home and this is the message I try to convey to my staff. In my opinion, this is the secret in the cabin as well as in the reception or in the pool: the authentic service and driven by passion for your work.
SA – What successful promotional events have you organised for your spa?
CE – Last year I created a special promotion for our external guests: Your Personal Oriental Qi. It is a tailor-made wellness path, inspired by the five elements of Traditional Chinese Medicine, with a dedicated lunch, very special with a menu that guests only discover on their arrival after having taken an olfactory test, guided by our Spa angels. Our guests love this experience because it combines spa, wellness and the pleasure of the palate.
SA – How do you handle guest complaints?
CE – With a lot of honesty and empathy I welcome all feedback in the same way: I listen and try to understand if I can do something to turn a possible disservice into what in Mandarin we call MOWOW, i.e. unforgettable moments.
I have always been passionate about the world of wellness, I have transformed my passion into my work, bringing my experience in the high level hotel spas of my peninsula, following some of them from the stages before they were born.
Careful in the analysis of current trends, I try to anticipate and satisfy the demands of a market in constant search of authenticity and innovation. Curiosity and inclination towards the techniques of Traditional Chinese Medicine have led me to specialise in the creation of holistic wellness paths. My day experiences and personalised retreats are dedicated to achieving a balance between body, mind and spirit, without forgetting the care of taste and palate, for a 360° wellness experience whose benefits the guest continues to perceive even after leaving the Spa.
An enthusiastic and tireless ‘relax organiser’, I am always ready to infect and positively stimulate my team, ensuring that attention to detail and personalisation of my guests’ experiences always have the highest priority.