A couple of weeks ago, we published a post showing the best Italian SPA Managers, according to a survey conducted by Studio Apostoli.
The post got a great response: in particular, on Linked In, it has recorded, to date, over 13,000 views, numerous interactions and many comments.
In fact, the SPA Manager is a fundamental figure for the success of a SPA, even if, in some cases, it does not receive the right recognition. A gross error on the part of some operators in the sector… a bit like believing that the best cars win in Formula 1 regardless of the pilot who drives them.
Given the interest in the post, we thought we would meet, at least virtually, these SPA Managers and ask them some questions about their fascinating profession. A sort of job interview, to see how these professionals behave in the field.
Let’s start with…
Patrizia Bortolin, already the best Spa Manager and Spa Personality – after the launch of the Vair SPA in Borgo Egnazia and in 2018 as Wellness Director in the Spa Destination Euphoria in Greece. She created the program The Preildhof Way for the alpine resort in South Tyrol.
SA – Patrizia, describe your current location. Who are your customers? What are their expectations?
PB – I went back to my origins in South Tyrol as Wellness Project Manager & Director for Preidlhof. I am launching a 360° wellness concept that will offer the current and historic target group contemporary novelties and new targets experiences of concrete transformation. I am less Spa Manager and less Spa Director than in recent years, but thank you for nominating me.
SA – How have you improved the services offered by your spa since you started managing it? How have you optimised times and costs?
PB – I have just designed a unique concept based on Transformational Wellness applied to treatments, sport, nutrition and the relationship with the destination: The Preidlhof Way.
We have raised the level of all experiences, integrated and relaunched them. Therapists interested in exploring have been trained in areas parallel to the cabin and the flow of treatments has been lightened and optimised, creating more authentic, versatile and easy-to-manage experiences. All in the making.
SA – Describe once you have introduced new policies, procedures, equipment to your staff.
PB – With experience it becomes more and more interesting because I treasure the mistakes and hard work, but my main interest is to create better and more satisfying experiences both for guests and for those who work in the spa. Sometimes, thanks to the experience and the many things already done, I know that a certain initial discontent is a price to pay and then hear “you were right, is another planet”.
SA – How do you supervise staff training?
PB – It depends on the projects. At Preidlhof I have great support from the owner who invests a lot in training and has created a company of rare efficiency so as Project Manager I choose very carefully the type of training, the best teacher, the programme, I set the objectives, then I listen to the final feedback from the teachers and observe the results in the field.
SA – How do you inspire loyalty and trust in your staff?
PB – I do my best, for me the search for wellbeing, transformation, spirituality give meaning to life, a daily path for which I am very connected with what I do and why I do it. I have understood that motivation is an intimate fact and it is difficult to put it in those who do not have it, but I create a constant flow of opportunities for everyone around me.
SA – Describe a time when you have worked with your staff to improve the service of your spa.
PB – I am very demanding about the final quality of the experience but I love discovering talents and superstars; now having to lead a large and complex project I am creating a team of supervisors who can be the direct contact of the Spa, Fitness, Wellness, Sauna, Sales Team.
SA – Describe once you have received negative feedback from a member of your staff. How did you handle it?
PB – The Spa is made up of people who have delicate and demanding roles. The more holistic the concept is and excellence is sought, the more the interactions require attention and time that I don’t always have enough; for this I am grateful when my colleagues give me the same care and understanding that they give to the client or that I give to them. Nobody is perfect, there are so many challenges and choices to make.
SA – You expect a large group of people to check in at the same time. How do you plan your reception?
PB – With calm and lightness, creating connections between the various guests and a relaxed and pleasant atmosphere, activating all the Team members who are available. It is important to keep in mind the total availability and how to satisfy everyone, not just the first in line. Over the years I have trained very good Receptionists and Spa Managers.
SA – What successful promotional events have you organised for your spa?
PB – I have always launched new spas or relaunched new concepts so I have created many events both in Borgo Egnazia and Bagni di Pisa, in Switzerland and also in Preidlhof. The most beautiful memories were the open door parties in Switzerland, they were really successful. Also the fact that I reserved the Spa of Borgo Egnazia for the Cast of “Beautiful” (The Bold and The Beautiful Tv Series) by having the mothers of the therapists cooking will remain unforgettable for all those involved. Here at Preidlhof… magic moments will soon arrive.
SA – How do you handle guests’ complaints?
PB – Actually, I find it to be an opportunity for Receptionists and Spa Managers to demonstrate their motivation.
SA – Describe a time when you had to solve a problem with an extremely angry guest.
PB – I have a managerial and creative role but also a broad background in holistic disciplines to draw on to solve difficult situations, or I bring in some of the extraordinary therapists around me and this facilitates a happy ending.
SA – Describe a time when you have turned a negative situation with a guest into a positive situation.
PB – It happened to me so many times, I don’t know which one to describe. In general I believe that working on ourselves to constantly improve our personal quality, our presence and the energy of our heart allows us to live with contagious authenticity and humanity.