spawww.spabusiness.com business2010 4
INTERVIEW CHRISTOPHER NORTON Overseeing 50 new spas for Four Seasons
SPA SPOTLIGHT Montenegro, Morocco and the UK SPA PHILANTHROPY: Th e art of giving well
JOAN LUNDEN Th e woman who created the Camp Reveille spa getaway
HOT NUMBERS ASK AN EXPERT: ISPA 2010 US TURNAWAYS Spa Industry Study Tracking & recovering US SPA SECTOR FIGURES UNCOVERED lost business
READER SERVICES contributors SUBSCRIPTIONS julie albone +44 (0)1462 471915 Susie Jennifer Ellis Harbottle CIRCULATION michael emmerson +44 (0)1462 471932 Susie Ellis is president Jennifer Harbottle of SpaFinder Inc, one of has been a regular EDITORIAL TEAM the world’s largest spa contributor to Spa EDITOR media and marketing Business magazine for liz terry +44 (0)1462 431385 companies. A respected analyst of the the last six years and has established MANAGING EDITOR spa and beauty industries, she serves herself as a leading commentator in katie barnes +44 (0)1462 471925 on NewBeauty magazine’s editorial the industry. Currently based in India, NEWSDESK advisory board and is also a board she focuses on writing about the Asia- sarah todd +44 (0)1462 471927 member of the Global Spa Summit. Pacifi c leisure sector. tom walker +44 (0)1462 471934 peter hayman +44 (0)1462 471938 Anni Rhianon martin nash +44 (0)1462 471911 Hood Howells NORTH AMERICA EDITOR Anni Hood is a leading Rhianon Howells was peter sargent +1 239 949 3394 global spa and wellness the launch editor expert. She specialises of Spa Business ADVERTISING TEAM in the conceptual and established it PUBLISHER/ADVERTISING SALES development, performance optimisation, as a journal of note. As consulting astrid ros +44 (0)1462 471911 strategic planning and brand expansion editor, she is closely involved with its ADVERTISING SALES of spas. She is also the founder and continuing development, while also julie badrick +44 (0)1462 471919 visionary behind KIS Lifestyle® – a new writing widely on health, fi tness, travel john challinor +44 (0)1582 607970 pro-active health and wellness concept. and leisure as a freelance journalist. stephanie rogers +44 (0)1462 471902 jan williams +44 (0)1462 471909 Andrea Terry ADVERTISING SALES – WWW.SPA-KIT.NET Jezovit Stevens sarah gibbs +44 (0)1462 471908 Andrea Jezovit, a native Dr Terry Stevens is the ADVERTISING PRODUCTION Canadian, has written managing director of ed gallagher +44 (0)1905 20198 on business, travel and UK-based leisure and SPA RECRUITMENT/TRAINING SALES lifestyle for publications tourism consultancy Canadian Business Toronto emma matthews +44 (0)1462 471907 including and Stevens & Associates. The company Life. She now lives in the UK and is specialises in strategic planning, with WEB TEAM working towards a Masters in Electronic a focus on changing market trends, WWW.SPA-KIT.NET/ Publishing. Previously, she was also a especially in the context of health and PRODUCT SEARCH ENGINE managing editor at Leisure Media. wellbeing tourism. sarah todd +44 (0)1462 471927 SPABUSINESS.COM Th e views expressed in individual articles are those michael paramore ( ) +44 0 1462 471926 of the author and do not necessarily represent those tim nash +44 (0)1462 471917 of the publisher, Th e Leisure Media Company Ltd. dean fox +44 (0)1462 471900 © Cybertrek Ltd 2010. All rights reserved. No part emma harris +44 (0)1462 471921 of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by katie eldridge +44 (0)1462 471913 any means, electronic, mechanical, photocopying, DESIGN recording or otherwise, without prior permission of andy bundy +44 (0)1462 471924 the copyright holder, Cybertrek Ltd. Registered at Stationers’ Hall 30851, Spa Business ISSN 1479-912X FINANCE is available on annual subscription for UK £28, sue davis +44 (0)1395 519398 Europe £38, USA/Canada £28, rest of world £38, denise gildea +44 (0)1462 471930 from the Leisure Media Company Ltd. Portmill on the cover House, Portmill Lane, Hitchin SG5 1DJ, UK. Printed CREDIT CONTROL Joan Lunden created Camp Reveille, by Mansons. ©Cybertrek 2010 ISSN 1479-912X. rebekah scott +44 (0)1462 733477 a women’s spa camp in the US (see p46) Digital edition at www.spabusiness.com/digital
FIND spa business spa opportunities GREAT STAFF Uniting the world of spas Jobs, news and training online FOR YOUR SPA Spa Business subscribers work in all areas of the and in print updated daily spa market worldwide. The magazine is available in Spa Opportunities magazine focuses on print, on digital turning pages and as a PDF edition, in recruitment, careers and news and is published every two weeks. It addition to a daily website and weekly ezine. has a daily website showing all the latest jobs and a weekly ezine.
4 Read Spa Business online spabusiness.com / digital SPA BUSINESS 4 2010 ©Cybertrek 2010 editor’s letter More than mediocre
f I want a technical massage, very complex soft tissue People are prepared to work or other specific bodywork, I have to confess, pay regularly for great I’dI be unlikely to visit a spa. treatments which improve Most of the treatments I have which make a fundamental diff erence to my their quality of life, body are carried out in dingy treatment health and wellbeing. rooms with hard beds and strip lighting: one therapist I visit works in a space They’re not prepared to which is little more than a cupboard. pay for fl uff and at the Yet these specialists – practising in the moment, unfortunately, fi eld of complementary medicine – are world-class and normally booked solid that’s often what you get for weeks or even months ahead. when you visit a spa My spa experiences are generally the opposite – fabulous facilities, and service, but when it comes to therapeutic value or the level of advice on off er, they oft en fall short. falling steadily since the late 90s as the number of spas has Occasionally it comes together in a beautiful spa with a great grown. In the US, for example, visits per spa per year stood at therapist to create an outstanding experience, but this is unusual over 16,000 in 1999, but are now below 7,000 (see p34). – I’d say 15 per cent of the time. Of the rest, the best you can say Unless we can make a spa visit an essential part of people’s is they’re satisfactory and (hopefully) don’t do any damage. body maintenance rather than a discretionary extra, we won’t Unfortunately, the recession has created a situation where achieve the volumes necessary to fi ll the spas that are being built. it’s increasingly diffi cult for spas to off er this compelling People are prepared to pay regularly for great treatments which combination. Th is is partly because many operators have improve their quality of life, health and wellbeing, they’re not responded to falling revenues by hiring more part-time prepared to pay for fl uff and at the moment, unfortunately, therapists who have less time for training and partly because that’s oft en what you get when you visit a spa. training budgets have been cut back. Th ere’s a danger that the balance sheet is driving the industry Th ere’s also been an understandable drive to commercialise – there’s just too much emphasis on the bricks and mortar and and streamline the experience, meaning treatments are oft en not enough on the treatments and quality of experience. We standardised, rather than personalised to the individual. need to refocus on off ering personalised, eff ective, therapeutic But the main reason is that we’re still failing to engage with services if we’re going to build up the valuable regular custom therapists working at the more curative/medical end of the which will really underpin enduring success. spectrum where these higher skill levels are oft en found. Th e industry needs to drive volume to keep up with its own Liz Terry, Editor ambitious growth targets, because visits-per-spa have been [email protected] twitter: @elizterry spa business HANDBOOK spa-kit.net Th e global resource for spa professionals Th e search engine for spa buyers
The annual Spa Business Handbook brings Find the suppliers you need to equip your spa together research and vital reference content. quickly and easily. Over 57,000 buyers each Visit the website: www.spahandbook.com or month use the service, which includes sector- view it online at www.spahandbook.com/digital specifi c linked websites and a weekly ezine.
SPA BUSINESS 4 2010 ©Cybertrek 2010 Read Spa Business online spabusiness.com / digital 5
in this issue
Four Seasons’ Christopher Norton on opening 50 hotels with spas in the next five years, p20
La Mamounia, Marrakech, p40 Joan Lunden, p46
5|Editor’s letter 26|Everyone’s talking about: 40|Deeper underground Liz Terry on why spas need to the Indian spa market We visit Jacques Garcia’s spa at La provide more therapeutic services Andrea Jezovit talks to key figures Mamounia, Marrakech and give a about the opportunities and threats snapshot of the city’s spa market 12|Letters to India’s burgeoning spa industry Saying sorry is more effective than 46|Celebrity focus: Joan compensation, says Johannes Abeler 30|Family matters: Lunden & Jeff Konigsberg The Hougaards The US TV star and her husband 14|News The husband and wife behind India’s speak to Rhianon Howells about Starwood reveals the new in-house Serena Spa facilities and training their Camp Reveille ‘spa camp’ spa brand for St Regis hotels; Hilton institute on their successes and concept and rollout unveils its global spa concept; and ambitions. Jennifer Harbottle reports Abbajay to head up Marriott spas 50|Cabin fever 34|Research: We will survive Susie Ellis tries out the spa camp 20|Interview: We review The 2010 ISPA US Spa experience for herself Christopher Norton Industry Study and find that the Four Seasons will open more than long-term outlook is positive 54|Ask an expert: Turnaways 50 hotels in the next five years. The Few spas track turnaways or attempt chair of its global spa task force tells 36|Giving well to claw them back. What more can be Andrea Jezovit about how the group Rhianon Howells takes a closer done to recover lost business? Katie will guide its spa development look at spa philanthropy Barnes investigates
8 Read Spa Business online spabusiness.com / digital SPA BUSINESS 4 2010 ©Cybertrek 2010 spa business issue 4 2010
Rockliffe Hall hotel and spa, p64
We analyse the Indian spa market, p26 Spa philanthropy, p36
58|We work together: Mike 70|Fitness: Kept in suspense Indursky & Séan Harrington Suspension training is a growing Steiner acquired Bliss a year ago, and fi tness trend. Kate Cracknell outlines now the new faces behind the brand its benefi ts and tries out some of the reveal their global ambitions classes currently available
62|Mystery shopper: 74|Organisation focus: Spa at the Del Hyrdothermal Spa Forum Anni Hood goes undercover to see if We fi nd out about a new organisation this award winning spa in San Diego that’s been formed by heat- and wet- measures up to its accolades experience manufacturers. Product news starts on p75 64|Modern twist ;`[pflbefnk_XkpflZXe A state of the art spa brings a 78|Product focus: efni\Z\`m\X=I<<jlYjZi`gk`fe contemporary edge to Rockliff e Hall. Heat experiences kfJgX9lj`e\jj`e`kje\n#^i\\e\i# Sarah Todd pays a visit What’s hot when it comes to thermal gXg\i$]i\\#[`^`kXc]fidXk6 experiences? Kath Hudson reports 68|Tourism: :_Xe^\k_\nXppfli\X[ More to Montenegro 82|Research: Best of British JgX9lj`e\jjdX^Xq`e\ What are the operator opportunities in A study on consumer attitudes J@>ELGFEC@E<1 Montenegro? Terry Stevens fi nds out towards spa and wellness nnn%jgXYlj`e\jj%Zfd&^i\\e
Read Spa Business online spabusiness.com / digital 9 www.nuvolaitalia.it Letters
Do you have a strong opinion, or disagree with somebody else’s point of view on topics related to the spa industry? If so, Spa Business would love to hear from you. Email your letters, thoughts and suggestions to [email protected]
Research, not a tie-up with healthcare, is the answer
Dr Zeki Karagulle, professor, Department of Medical Ecology and Hydroclimatology, Istanbul University
In the last issue of Spa Business, a feature suggested that a tie up with healthcare could be the spa industry’s reward for being more savvy about scientifi c research (SB10/3, p20). In central, southern and eastern European countries, balneother- apy and spa therapy – balneotherapy combined with mud therapy, massage, exercise and other treatments – are already part of the conventional medical system and are, at least in part, reim- bursed by health insurance systems. Is a union with spas and healthcare, as it happens Europe, possible for the glo- bal spa industry? Maybe. However, I don’t think the spas need to build a relationship with the medical sector to become more savvy about scientifi c research, they sim- In Europe, balneotherapy (off ered at Italy’s Terme Merano, above), is part of the national health system ply need their own scientifi c research. To do this, the industry needs to co-op- existing research also prove effectiveness is very timely. And I fully agree that the erate and collaborate with medical and in treating rheumatic diseases and pso- industry should pool resources to support scientifi c researchers and/or institutions. riasis. Furthermore, many benefi ts come future research. This is an opportune time For example, at Istanbul University we from massage and exercise therapies. The when patients are seeking alternative, evi- have recently conducted a meta-analysis spa industry should create a database of dence-based methods to heal and improve and assessed all data from randomised existing studies to demonstrate that a health. So-called integrative medicine controlled trails testing spa therapy and body of evidence already exists and to and medical spa practices should be the balneotherapy for patients with lower back confi rm the effectiveness treatments. places where evidence-based spa treat- pain. We found some encouraging evi- However, I think the need for more sci- ments are being delivered as credibly as dence suggesting pain reduction. Other entifi c investigation validating spa therapy mainstream medical practices.
the leisure media company publishes contact us head office / europe office Portmill House, Portmill Lane, Hitchin, Hertfordshire, SG5 1DJ, UK Tel: +44 (0)1462 431385 us office 22311 Piazza Doria Lane, #201 Estero, Florida, US subscribe online: www.leisuresubs.com Tel: +1 239 949 3394
12 Read Spa Business online spabusiness.com / digital SPA BUSINESS 4 2010 ©Cybertrek 2010 Saying sorry really does cost nothing
Dr Johannes Abeler, Nottingham School of Economics, University of Nottingham, UK
There’s a harsh truth for businesses, including spas, everywhere: there’s no hiding from disgruntled customers in the internet age. Bad service was once met with either a face-to-face confrontation or a strongly worded letter. Now, however, a grievance has a potentially global audi- ence within seconds. Vita, an integrative wellness facility (above), successfully combines spa and medical services How complaints are handled has become more important than ever. So Spa and medical analysed Vita’s potential consumer, they it should be comforting for managers to matched the average spa-goer. We also learn that a study has confi rmed that say- services industries can discovered a lack of quality local day spas, ing sorry really does cost nothing. successfully merge which led to a great opportunity for Vita to Our recent research at the Nottingham be a key community resource. School of Economics investigated whether Mindy Terry, president, When Vita opened, the preventive health customers continue to do business after Creative Spa Concepts services (physical assessments, nutritional being offered an apology by a fi rm that’s counselling, acupuncture) were empty. It let them down. Chief among our fi ndings I read the Scientifi c Proof feature in Spa was the traditional spa therapies (mas- was that people are more than twice as Business (SB10/3, p20) and wish to share sage, yoga, facials) that pulled Vita through likely to forgive a company that says sorry a very successful collaboration between the fi rst year. Now better educated, Vita’s than one that offers compensation. the spa and medical communities. patrons are engaging in the preventive We worked with an organisation respon- The experience the Creative Spa Con- health offerings and programmes. sible for 10,000 sales a month on eBay, cepts (CSC) team had was with Vita. This proves two major points. Firstly, the controlling its reaction to neutral or negative Opened in 2009, Vita consumer should always feedback. Some customers were offered an is a groundbreaking Coming together with come fi rst. With integra- apology in return for withdrawing their com- wellness and lifestyle a blend of approaches tive wellness centres, it ments, while others were offered `2.50 facility from Henry Ford is not ‘build it and they (US$3.50, £2.20) or `5 (US$7, £4.40). West Bloomfield Hos- will create a far richer will come’, we must be Some 45 per cent of participants pital in Michigan, US, experience that will very thoughtful about the withdrew their evaluation in light of the which combines tradi- appeal to a greater programmes we create to apology, while only 23 per cent did so in tional Western medicine ensure they will appeal return for compensation. A higher pur- with Eastern therapies, percentage of people to the mass consumer. chase price further reduced the number other healing treatments And we have to help con- of customers willing to forgive for cash, yet and educational classes. Each pro- sumers understand the benefi ts of being it had no effect on the willingness to settle gramme – focusing on everything from skin pro-active about health. for those magic words: ‘I’m sorry.’ As cus- and body health to lifestyle and stress Secondly, as spa professionals generally tomers had no idea they were taking part management – integrative therapy and seem to be right-brain dominated and the in an experiment, we can conclude their class went through a rigorous review medical community tends to take a left- behaviour was completely natural. by a scientific committee made up brain approach, we must work diligently to So, although cynics have traditionally of physicians, scientists, nurses, and create a mutually-respectful marriage. We dismissed it as cheap talk (which in strict CSC’s team, ensuring each experience must learn each other’s language, be open economic terms is precisely what it is), to be safe and effective. to and respectful of each side’s meth- a simple apology really does work. Con- Early in our process, CSC reviewed the ods, and believe in collaboration. Coming sumers will always possess the capacity potential West Bloomfi eld market. The together with a blend of both approaches to register a complaint; but, treated prop- doctors initially wanted to offer only med- will create a far richer experience that will erly and with sincerity, they will also retain ical-based treatments. Though, when we appeal more people. the capacity to forgive.
SPA BUSINESS 4 2010 ©Cybertrek 2010 Read Spa Business online spabusiness.com / digital 13 SARAH TODD » NEWS EDITOR » SPA BUSINESS news update
Harrington to oversee UK growth of Bliss brand Seán Harrington, the managing director of Elemis spas and products worldwide, has taken on the responsibility for over- seeing the Bliss brand in the UK. Th is follows the acquisition of Bliss World Holdings Inc (Bliss) by Steiner Leisure – also the parent company of Elemis – in January 2010 for us$100m (€71m, £62.3m). Th e Bliss portfolio con- sists of the Bliss and Remède spas and product brands. Harrington joined Elemis, in 1991 and since then has built up a team and infra- structure to deliver the brand across the globe. See p58 for the full story on the Bliss acquisition and rollout.
Th e veryvery fi rstrst IridiumIridium Spa willwill launchlaunch at St RegisRegis LhasaLhasa ResortResort in TibetTibet Abbajay to lead global spa St Regis’ in-house spa brand arrives development at Marriott Sharilyn Abbajay has been appointed A new in-house concept called Iridium Spa Th e fi rst Iridium Spa will debut at The vice-president of global spa and retail is to be introduced within Starwood Hotels St Regis Lhasa Resort in Tibet at the end at Marriott International. and Resorts’ St Regis brand. of 2010. Facilities will include a signature Abbajay, who sits on the executive com- Speaking exclusively to Spa Business, relaxation area – the Iridium Room – as well mittee at ISPA, has 30 years’ experience in Starwood’s director of global spa brands as a stunning, gold-tiled swimming pool. the salon and spa industry and once ran and programming, Mia Kyricos, said: “Irid- Further St Regis properties in the pipe- her own consultancy. Prior to Marriott, ium Spa is a concept born from the DNA of line for 2011 include one European opening she was the COO of Neill Corporation – our brand, originating with the famed Irid- as well as two in China, launching in the an Aveda distributor – where she oversaw ium Room [a prestigious ballroom] at Th e fourth quarter. Asia is also a key market for 18 Aveda Lifestyle salons and spas. St Regis New York in 1938.” the rollout, followed by EAME. Marriott has been operating and devel- Iridium Spa will fi t with guests who are With the Iridium Spa launch, owners will oping spas for over 20 years, but Abbajay’s the most discerning of Starwood custom- be able to choose from two spa concepts appointment signals a renewed interest ers being “generally the wealthiest and the developed exclusively for St Regis; the other in the facilities which have become a life- most well-travelled” (see SB10/3 p24). is Bliss World Holdings’ Remède Spa. style choice for its hotel guests.
Raffl es unveils three new properties
Fairmont Raffl es’ portfolio is to be further Elsewhere, Raffl es Praslin will open in extended with two properties: Raffl es Paris the fi rst quarter of 2011. Situated on the sec- – Le Royal Monceau and Raffl es Makkah ond largest island in the Seychelles, it will Palace in Saudi Arabia, both of which are be located close to the Vallée de Mai nature due to open before the end of 2010. reserve: a UNESCO World Heritage Site. Th e Parisian property is located minutes Th e resort will feature 86 villas, each with from the Champs Élysées and will feature a private plunge pool. Th ere is also a white interiors by Philippe Starck while the all- sand beach overlooking Curieuse Island. suite Makkah Palace is directly adjacent to Th e Raffl es Spa will feature 13 treatment the Al-Masjid Al-Haram mosque and will pavilions among natural rock formations off er access to the holiest site in Islam, the high above the water, off ering spectacular Kaaba Al Sharifa. All the suites will off er views. Th ere will also be an outdoor spa gar- On e of th e sui tes at Raffl Ra es Pr aslin Seych ell es direct views of Al-Masjid Al-Haram. den and pavilion for yoga and pilates.
14 Read Spa Business online spabusiness.com / digital SPA BUSINESS 4 2010 ©cybertrek 2010 GoldenEye gears up for mid-November debut Nick Simmonds has been appointed man- aging director of the GoldenEye resort and spa in Jamaica ahead of its mid-No- vember launch. Most recently, Simmonds was the general manager at Th e Cotton House in Mustique. When completed, the GoldenEye resort – which was the former home of James Bond author Ian Fleming – will include 23 guest units among 52 acres (21 hectares) of coastline, lagoons and tropical gardens. Within the next year, there will also be a spa off ering created at Golden- Eye with the design and spa menu based on the two themes of nature and the surrounding environment.
A total of sevenseven newnew resortsresorts willwill openopen by the endend of 20112011 includingincluding AnantaraAnantara Uluwatu in BaliBali L’Occitane to enter Anantara’s extensive global development Indian spa market French brand L’Occitane is to enter the Developer and operator Anantara Hotels, Oman will be set on a peninsula in the Gulf Indian market in partnership with Devi Resorts and Spas is to extend its portfolio of Oman and open in March 2011. Resorts with three spas in Rajasthan. Th e of luxury resorts and spas across Asia, the Th e group’s fi rst venture into China will Devi Spa by L’Occitane treatments will Indian Ocean region and the Middle East to be the Anantara Sanya Resort and Spa in incorporate ingredients from Rajasthan, include 50 hotels in the next fi ve years. south China, which will open in April 2011. combined with L’Occitane formulae. Th e A total of seven new resorts in China, the Located on Hainan Island, the resort will be spas will be located in the Devi Garh Pal- Maldives, Oman, Indonesia and the UAE fl anked by two beaches, Ziaodonghai Bay ace in Udaipur, the Devi Ratn Resort in will open by the end of 2011. and Luhuitou Park. Jaipur and the Rasa Resort, also in Jaipur, Th ey will include Anantara Kihavah Vil- On the south-western tip of Bali, the which will feature luxury tents with spa las in the Maldives. Opening in January 2011, Anantara Uluwatu resort and spa will open pavilions. See p50 for a spa camp focus. it will boast 78 over-water beach suites and in mid-2011 with 77 suites. a signature Anantara Spa. Finally, there is also the Al Barari by Also featuring the signature spa brand, Anantara and Th e Al Yamm by Anantara, Anantara Al Madina A’Zarqa Resort in both on Sir Bani Yas Island in Abu Dhabi.
Hilton reveals a new global spa concept
Hilton Hotels & Resorts (HH&R) has unveiled a new global spa con- cept called eforea: spa at Hilton. Th e turnkey solution is intended Th e new facility is located at Lime Wood to provide owners and operators with a spa that is both easy to The Herb House ready to implement and customise. A notable eforea design element debut in the New Forest will be a cocoon-like Vichy shower A 22,000sq ft (2,044sq m) spa called Th e room with signature curved walls. Herb House opened in early November Other features will include inte- at Lime Wood in the New Forest, UK. grated music speakers in all Efor ea’ s Arri val L oun ge will boast bespoke li gh tin g Product houses include Irish brand treatment rooms, plus an aroma-dif- Voya and natural skincare brand NUDE. fusing system to disperse signature scents. Th e inaugural eforea has opened at Short Treatments will also use the Bamford Another highlight will be custom-design Hills, New Jersey, US, with a worldwide roll- beauty range by Daylesford Organic – lighting in the spa’s Arrival Lounge that bright- out to follow in Th ailand, Australia, Japan, the exclusive luxury farming company. ens as guests walk from treatment rooms. the Maldives and the UAE. Th is is the fi rst time that Daylesford’s The global head of the HH&R brand, Elsewhere within the group, Keith Bur- organic spa treatments have been off ered Dave Horton, commented: “With more net has left his role as global vice-president outside its own wellness facility. than 80 spas in our pipeline, eforea has the of fi tness and spa to become the joint CEO Th e Herb House spa, which comprises potential to evolve the spa segment of our of newly launched budget chain easyGym. 10 treatments rooms, includes designs by industry on a global scale.” His position at Hilton will not be replaced. David Collins Studio.
SPA BUSINESS 4 2010 ©cybertrek 2010 Read Spa Business online spabusiness.com / digital 15 news update
Coworth Park has many eco elements Eco-luxury Coworth Park unveiled near Ascot Luxury hotel operator Dorchester Col- lection has opened a new country house hotel and eco-luxury spa, Coworth Park, near Ascot in the UK. Set in 240 acres (97 hectares) of park- Th e nnew,ew, tthree-flhree-fl ooroor PPalacealace Spa hashas beenbeen builtbuilt aroundaround a 100-year-old100-year-old eucalyptuseucalyptus treetree land, the 70-bedroom hotel is a restored Georgian manor house and has a host of eco-friendly operating procedures. Es Saadi Palace Spa opens in Marrakech Th e spa will off er treatments featuring Dr Alkaitis products, which are rich in A new spa has opened at the Es Saadi Gar- Treatments will be supplied by La Sultane anti-oxidants and healing enzymes and dens & Resort in Marrakech, Morocco. de Saba, Micheline Arcier, Th alisens and are 100 per cent organic. Kerstin Florian Th e 32,000sq ft (2,972sq m) spa is spread Phyto and include aromatherapy, facials, and Aromatherapy Associates lines have over three fl oors and has been built around hydrotherapy baths and hair treatments. also been chosen. a 100-year-old eucalyptus tree. It is located Also on site will be the world’s second Dior within the resort’s 20-acre (8-hectare) pri- Institut, providing anti-ageing care through vate garden and is adjacent to its two hotels bespoke skin and body treatments. Spatality’s Claridges Spa and 10 luxury villas. In addition is an extensive fi tness off er- Surajkund opens in India Facilities include 24 treatment rooms, ing and an organic spa restaurant, called Bio Moroccan and Indian-themed hammams, du Bled, serving up a wide range vegetarian Spa management company Spatality has a relaxation terrace and swimming pools. food sourced from the resort’s own farm. opened the Claridges Spa at Th e Claridges, Th ere is also a couples spa suite with its own Th e Es Saadi Palace Spa is the second spa Surajkund, India. Th e spa was initially Moroccan hammam, twin baths for balneo- to open at the resort, following the Oriental slated to open in May 2009. therapy, a library and a herbal tea room. Spa at the Es Saadi Hotel in 2002. Peter Davis, spokesperson for Spatal- ity, said: “Like many projects, this was delayed due to cost cutting measures and construction delays. Originally planned Sankara group and Angsana combine in Africa as a complete one phase project, the spa and some of the room inventory were Th e newly-opened us$37m (€28.8m, instead slotted into a second phase.” £24m) Sankara Nairobi hotel is Spatality has been involved with the host to the fi rst Angsana Spa in project since inception via its design eastern Africa. consultation, pre-opening and technical With seven treatment rooms, in services. Th e fi rm is now providing ongo- addition to two signature rain mist ing management services for the spa. experience rooms, the 5,458sq ft (600sq m) Angsana Spa is located on the hotel’s seventh fl oor. New international project Th e spa is the fi rst to open under a manager joins MSpa team partnership formed in 2009 between Angsana’s parent company, Banyan Th e NaNairobiirobi ffacilityacility iiss tthehe fi rstrst AngsanaAngsana in east AfricaAfrica Kathryn Moore has become the new Tree, and the Sankara group. international project manager at MSpa Banyan Tree Holdings has also revealed Next to launch will be the Angsana East- International in Th ailand. further details of the next three Angsana ern Mangroves hotel and spa in early 2011 Moore will lead spa launches around properties in the pipeline. in Abu Dhabi, UAE. the world within the four MSpa brands: First, by the end of 2010, will be the Also opening by mid-2011 will be Mandara Spa, Anantara Spa, Aequalis Angsana Hangzhou. Situated within the Angsana Balaclava, a boutique resort and Spa and the Individually Tailored Spa integrated Xixi Paradise development in spa in Baie aux Tortues (or ‘turtle bay’) in Collection. She entered the spa industry China’s Xixi National Wetland Park, Ang- Mauritius. Th e all-suite hotel will feature in 2003, but previously worked in mana- sana Hangzhou will include an open-air an Angsana Spa with a hammam and gerial positions for brands such as Hilton roof garden and a hotel with 59 bedrooms. hydrotherapy pool. and Body Bronze.
16 Read Spa Business online spabusiness.com / digital SPA BUSINESS 4 2010 ©cybertrek 2010 The SpaFinder iPhone App Search, Book, Spa!
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Visit us at The ISPA Conference & Expo, Booths 1125 & 1127 news update
Work to begin on thermal spa project in Buxton, UK A legal agreement has been signed to allow work to start on the £32m (us$49.4m, €38.9m) development of The Crescent building – which is to be transformed into a luxury hotel and thermal spa – in the UK spa town of Buxton. Th e agreement – between landowners High Peak Borough Council and Derby- shire County Council – is supported by Nestlé Waters, which bottles the local mineral water under the Buxton brand. It protects Nestlé’s right to draw under- ground mineral water. It is expected that redevelopment by the Buxton Crescent Hotel and Th ermal Spa Company could begin in late 2010.
Th e 27-hectare27-hectare propertyproperty willwill includeinclude a signifisignifi cantcant spa cocomponentmponent aandnd iiss due to openopen in 20142014 Akasha Wellbeing US$5bn Mina Zayed project details unveiled Retreat for Jerusalem A 10,764sq ft (1,000sq m) spa designed by Further details have been revealed about the and covering 64,400sq ft (5,980sq m). With the Milan-based interior architect Piero mixed-use Mina Zayed Waterfront Devel- 41 treatment rooms and suites, the spa Lissoni has opened at the Mamilla Hotel opment in Abu Dhabi, in the United Arab will boast the fi rst Bellagio-branded spa in Jerusalem, Israel. Called the Akasha Emirates (UAE). suites in the Middle East in addition to Wellbeing Retreat and Spa and located With an estimated overall cost of us$5bn a medi-spa component. less than a mile from Jerusalem’s Old (€3.6bn, £3.2bn), the project will cover a total Spatality is currently consulting on its fea- City walls, the facility has been created of 27 hectares (67 acres). sibility, design and brand implementation. as a core component of the hotel’s experi- Th e development will be housed within Scheduled to open in 2014, the develop- ence. Th e spa’s design incorporates feng a hollow, drum-shaped building with a ment is located adjacent to Abu Dhabi’s new shui principles to create a warm and rotating sun screen and will include three growth areas of Saadiyat Island and Sow- relaxed atmosphere. branded hotels and residences – MGM wah Island. It is a key component of Plan Grand, Bellagio and SkyLoft s. Abu Dhabi 2030, a governmental blueprint Th ere will also be a health and wellness for the urban transformation of the wider centre costing us$20m (€14.2m, £12.6m) Mina Zayed area.
The Palmyra spa on schedule for 2011 launch
Th e exclusive enclave of Rose Hall in Montego Bay, Jamaica, is to gain a 30,000sq ft (2,787sq m) luxury ESPA spa in early 2011. Treatments include a creekside massage Housed in a separate building to Th e Palmyra resort, the spa is being L’Auberge de Sedona created in consultation with ESPA revamp is completed and will feature 14 treatment rooms including two private couples suites The final phase of a us$25m (€19.2m, and nine multi-functional spaces £16m) refi t at L’Auberge de Sedona resort with showers and balconies. Other in Arizona, US, has ended. Th e central amenities will include experiential Th e wellbeingwellbeing ooffff eringering hashas a coconsiderablensiderable waterwater elementelement focus of the revamp and expansion was rain showers, a tea lounge and vital- a programme called Project Elevation, ity pools with ocean views. Th e Palmyra is located on 16 oceanfront which aimed to boost the resort’s facil- Th e Palmyra comes under the Solís Resorts acres (6 hectares), on the grounds of a former ities while remaining environmentally & Hotels brand, launched by the former plantation. It will off er 299 bedrooms and sensitive. As part of this, a new Seren- president of Th e Ritz-Carlton Hotel Com- 23,000sq ft (2,138sq m) of indoor and out- ite Spa with seven treatment rooms was pany, Horst Schulze, who commented: “In door meetings space, including a gazebo that constructed as well as 11 new spa cot- essence, Th e Palmyra, a Solís Resort & Spa extends into the nearby bay. Guests also have tages, complete with outdoor showers, to will redefi ne luxury living and travel in the access to three golf courses: the White Witch form a new spa village. Managed by Des- Caribbean based on input from world trav- Golf Course, Cinnamon Hill Golf Course tination Hotels and Resorts, the spa was ellers and guests.” and the Half Moon Golf Club. designed by Cary Collier of Blu Spas.
18 Read Spa Business online spabusiness.com / digital SPA BUSINESS 4 2010 ©cybertrek 2010 FEM;H;:8Ob[_ikh[Z_Who$Yec DIARY DATES
9-10 December 2010 International Luxury Spa Summit Cannes, France Primarily aimed at international hospitality professionals, this event has been designed to provide bespoke solutions for spa projects, as well as help owners to reposition existing facilities. Th ere are also short, one-to- one sessions with investors available. T: +33 4 93 78 65 92 www.internationalluxuryspasummit.com 30-31 January 2011 Hair & Beauty Messe Frankfurt Exhibition space, Frankfurt, Germany Flagshi pstep site Th eSae San ctuar y in L on don’ sCoves Coven tGadet Garden ,U, UK ,ope, open ed m or ete th an 30yeasago30 years ago Th is event will include workshops from experts as well as stage shows, best-practice examples and interviews. PZ Cussons CEO to join two key brands Th ere will also be a Professionals@ Business Corner lecture programme Following the acquisition of St Tropez by Michelle Feeney, St Tropez’s chief execu- (in German) specifi cally for PZ Cussons from private equity group LDC tive, added: “PZ Cussons off ers a synergistic salon owners and managers. for £62.5m (us$99.4m, €71.4m), the group’s opportunity for growth, particularly in con- T: +49 69 75 750 chief executive has outlined international junction with Th e Sanctuary, and will add www.messefrankfurt.com growth plans for the product range. the scaleability that the brand needs to Chief executive of PZ Cussons, Alex become a truly international player.” 9-12 February 2011 Kanellis, said: “Th e acquisition represents As of the year ending 31 July 2010, St Kosmetik Expo an excellent strategic opportunity and fur- Tropez reported gross assets of £48.1m Marriott Moscow Royal Aurora, Russia ther strengthens our portfolio of ‘masstige’ (us$76.5m, €54.9m, ) with revenue at £20.7m Th e 2011 Kosmetik Expo event brands which includes Th e Sanctuary. (us$32.9m, €23.6m). is primarily intended for beauty “We see good growth opportunities, both More than 80 per cent of St Tropez’s sales industry professionals with the expo in the UK and overseas, particularly by are said to be within the UK, while the US part of the event attracting around linking the strategy to that of Th e Sanctu- and Australia have been outlined as growth 250 Russian and global companies. ary spa brand.” markets for the brand. T: +7 495 937 1318 www.ki-expo.ru 21-23 February 2011 Inaugural European Holmes Place Spa opens IYABA Accra International Conference Th e fi rst branded Holmes Place Spa Centre, Accra, Ghana, West Africa has opened in Europe within the Featuring a range of exhibitors from Zürich Holmes Place Club across Africa as well as educational Designed by Heinz Schletterer of aids for the salon and spa industry, the Schletterer International Group, this expo will also include nail and the spa took fi ve years to build and barbering competitions as well as cost us$2.7m (€2m, £1.76m). Th e a business management seminar. interiors feature accents of cool T: +233 21 765 604 stonework and wood to create a http://iyabaexpo.com tranquil atmosphere. Spa manager Charlotte Taylor 27-28 February 2011 explains: “We wanted the spa to Th e HolmesHolmes PlacePlace Spa was designeddesigned by HeinzHeinz SchlettererSchletterer Professional Beauty 2011 inspire people to fi nd a balance ExCeL, London, UK with the stress of everyday life. It’s an ideal Work has already begun on the next spa With the recent acquisition of addition for members of the fi tness club.” to open within a Holmes Place Club, which Professional Beauty by Total A wide range of treatments from exclu- will be a Spa Club located in Berlin, Ger- Beauty, the two events will be sive spa partner Elemis are off ered while many at Potsdamer Platz. combined and take place at facilities also include a sauna, steambaths, a Holmes Place health clubs were founded London’s ExCeL. Th e event will whirlpool and relaxation areas. In addition in 1980 to complement sport programming include the one-day European Spa is a silent relaxation room with four water with health coaching and holistic wellbeing. Convention on the 27 February. beds, a drinks lounge, a VIP spa suite, a Th e company has 200,000 members at 49 T: +44 20 7351 0536 herbal bath and a scented mist walk. locations with around 4,000 staff . www.totalbeautyshow.com
SPA BUSINESS 4 2010 ©cybertrek 2010 Read Spa Business online spabusiness.com / digital 19 INTERVIEW ANDREA JEZOVIT » JOURNALIST » SPA BUSINESS
Christopher Norton
It’s an exciting time for the chair of Four Seasons’ global spa task force – the chain has 50 new hotels, all with spas, set to open in the next fi ve years. But how do you guide the development of so many spas around the world? The hotelier turned spa expert tells all
hough he chairs the spa development task force for Four Seasons, Christopher Norton still fancies him- self as more of a hotel man. “Originally, my calling and career is as a hotelier,” he says. “I work with lots of people who technically are great spa experts, some Twho have spent their whole lives studying the discipline. Some are brilliant and are better technicians than I will ever be.” But talk to Norton about spas, and you can hear his passion. Ask him for his favourite spa, and he’ll give four diff erent answers (see p24). Ask him about his favourite treatment, and he’ll name two. He speaks of past Four Seasons projects like a proud father, and excit- edly tells the story of the best spa experience he ever had: a tantric ayurvedic massage at the Four Seasons Resort Maldives at Landaa Giraavaru, a spa he helped create. “Th ey’re more rituals than they are massages. Th ere’s a very talented senior spa director there, and it was a fantastic experience – it’s the only time that I’ve literally had a con- scious out-of-body experience, and it’s happened to me twice at that spa.” A post-elephant ride herbal poultice treatment in the peaceful jungle surroundings of the spa at Four Seasons Tented Camp Golden Triangle, Th ailand, he quickly adds, is a close second. Spa development makes up only a small part of Norton’s duties – based in Paris, he’s regional vice-president overseeing the Four Seasons Hotel George V Paris, the Four Seasons Resort Provence, the Four Seasons Hotel Doha in Qatar and the Four Seasons Riyadh in Saudi Arabia; he’s also the George V’s general manager. Norton estimates he only spends about an hour a day on spa task force duty. But the role is still a major responsibility – established in 1960 and now with 83 properties (nearly all with spas) around the world, Four Seasons is a major brand – and the chain has 50 more hotels set to open in the next fi ve years, all with spas. Th ough Norton won’t be closely involved with each new spa personally, he’s overseeing the direction of spas for the chain at an important time. A HOTELIER BY CALLING Fift y-two-year-old Norton – who was born in the US and raised in Switzerland – fi rst became interested in hotels at age 14, through a friend with a hotelier father; he sought out an apprenticeship at Hôtel Baur au Lac in Switzerland, and began his career in the US at hotels in Atlanta, Boca Raton and New York. It was at the Water- gate Hotel in Washington DC in the mid-1980s that Norton was exposed to his fi rst spa development. “It was one of those older set- Although Norton would describe his original calling as a hotelier, ups where you had a swim club and some gymnastics and one or two he is deeply passionate about spa operations and development little rooms in the back where a big hairy man would massage peo- ple aft er the workout,” he says. “We took that apart and renovated,
20 Read Spa Business online spabusiness.com / digital SPA BUSINESS 4 2010 ©Cybertrek 2010 Norton’s fi rst major spa project was at Four Seasons Bali (above); one of his favourite treatments was in Thailand (opposite)
gave it a whole new look and feel and did things that back then weren’t commonplace.” In 1989, Norton got his start with Four Seasons aft er he was off ered a role at Le Quatre Saisons Mon- tréal. “I was in charge of hotel operations, and the spa was part of it. Since I’d tasted it a bit in Washing- ton, I immediately took to it,” he remembers. “Th e spa as a business component and what it can do for a hotel environment has always fascinated me.” When Norton moved to the Four Seasons Resort Bali at Jimbaran Bay as general manager, he became involved with his fi rst major spa project. “We decided to tear down the original spa and I worked with a pretty interesting spa team including an architect [Grounds Kent], spa consultant [Blu Spas Inc], inte- rior designer [Hinke Zieck] and landscaper [Made Wijaya],” he says. Norton worked for many years in Asia with Neil Jacobs, a regional “It was an incredible operation, an amazing experience.” Th e spa vice-president for south-east Asia out of Singapore (see SB05/2 p18). opened in 1997; it’s since been named one of the top spas in the Jacobs was also the fi rst chair of spa development for Four Seasons world by Condé Nast and Travel + Leisure, Norton adds proudly. and when he moved to the Starwood Capital Group in 2008, Nor- Th e following year, Norton helped open a second spa at the Four ton inherited the position of spa task force chair. “I’d been in Asia Seasons Resort Bali at Sayan, reinventing an indigenous Balinese for a long time, I worked in the US for 20 years, and I grew up in spa in more contemporary terms. Europe, so I brought a global perspective to the role. We’d built a
SPA BUSINESS 4 2010 ©Cybertrek 2010 Read Spa Business online spabusiness.com / digital 21 INTERVIEW
Each Four Seasons spa is the product of the group’s spa task force. This was created in 2003 and today includes 30 staff of various levels globally
lot of fantastic spas in Asia, and had done a lot of trendsetting things. So the role stuck with me even aft er I moved to Paris.” GOING GLOBAL Four Seasons originally created its spa task force in 2003, involving staff of various levels globally from grass roots rather than creat- ing a spa division at its Toronto headquarters. Th ere are now 30 people on the task force and, since taking over as chair, Norton has created a regional structure to keep up with the growth in properties, appointing four regional vice-presidents or general managers to oversee spa development in the Americas (Th omas Steinhauer), Europe (Rene Beau- champ), the Middle East (Simon Casson) and Asia (John O’Sullivan). “Instead of making it Asia-centric and say- ing the spa guru has to sit in Asia, the spa task force has become more global,” he says. Th e regional spa leaders work closely with senior spa directors, who are more hands-on advisors in the new developments. “Our sen- ior spa director for Europe will oversee our spa in Paris, but also has great infl uence on the other spas. She doesn’t run them – they have Norton says spas can make an incredible impact on people’s their own spa directors – but she becomes an advisor and a very wellbeing and that guest feedback can be very powerful important resource to the other spa directors,” Norton says. “Most of our technical experience lies at the level of senior spa director.” Members of the task force – not always Norton personally – can table, there’s an entire pre- and post- sequence that’s key, and we’re get involved in a spa development as early as discussions with own- very good in planning and executing the entire experience, right ership in Toronto about a potential project; it depends on the project from when you walk in: how you’re greeted, how it looks and smells, and its needs. Task force members will discuss concepts with the and how you feel going into the treatments.” Toronto-based development and design specialists and provide input Another factor separating Four Seasons spas is the emphasis on on architectural plans, interiors, choice of consultants, technical and products, Norton says: his team has evolved to be pickier about what operational plans. Th e senior spa directors, many of whom have for- products go into a spa (there is no one main product house across the mal training in architecture and design, provide especially valuable group), as well as aiming to off er a variety of lines in each location. input at this stage. Norton and his task force colleagues also help to To please guests, they’ve followed trends to include more natural fi nd spa director candidates from within the company to run a new products especially those from Sodashi and Th e Organic Pharmacy, spa, assign certain spa directors to provide pre-opening assistance, and are also evolving more sophisticated high-tech brands with and develop and run training programmes to help staff on their L Raphael, Sodashi and Vaishaly. Th e company also encourages career tracks. “I think we probably have the best spa management exclusive agreements with suppliers. “When you come into one of training programme that exists today,” Norton says. our spas, ideally you’ll fi nd products that you can fi nd nowhere else. Four Seasons spas are extremely diverse – not only are they located If you come to our Paris spa, you’ll fi nd two out of three of the main around the world, but the company makes a point of aiming to product lines are exclusive to our French spas. And you sense you’ll provide an indigenous experience for guests. So how is brand con- get a treatment that you can’t fi nd anywhere else.” sistency maintained? Th rough a high level of service, Norton says. Th e indigenous component the company encourages in terms of “In a spa, it’s not only the 55 or 80 minutes you’re on the massage spa architecture and design extends to product lines, Norton says
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PERSONAL FILE: Christopher Norton Favourite Four Seasons spa: Jimbaran Bay – I gave birth to it, it’s important to me – and the Hong Kong city spa Favourite non-Four Seasons spa: the one at the Dolder Grand Hotel, Zürich Favourite treatment: a really, really good Balinese massage. And a massage treatment we’ve developed that’s on our menu in Paris, Tropical Magnolia What do you do in your free time? What free time? If I have any, I love spending it with family and a few very close friends Favourite book: Conversations with God, by Donald Walsch Favourite fi lm: Th e Great Escape Favourite food: grilled fi sh Favourite place: wherever I am Who do you admire most in life? People who have the ability to stay young in their mind, people who keep growing and learning, and who keep their minds open What’s the best piece of advice you’ve ever been given? Never take yourself or others too seriously, but take your work seriously, and live every day like it’s going to be the last
- it’s a policy not to impose products globally, and spas have lots of autonomy in choosing products. “It’s important,” he says. “If you walk into a spa in Bali, you don’t want to fi nd a typical French cosmetic brand on the shelves. You want to fi nd something made by a little old lady up in the mountains that has incredible heal- ing power and is rare and special.” Creating exclusive partnerships Places like Florence – which had no luxury hotel or spa until isn’t hard – providing their product to high-end spas with guaran- Four Seasons launched (above) – are important for future growth teed customers give suppliers a great benefi t, Norton says, and his team spends a great deal of time on merchandising. Th e task force has no infl uence over where Four Seasons is headed DIVERSE DEVELOPMENT next – headquarters decides on new development locations – but As the company’s spas vary greatly, so does the spa development Norton has lots of thoughts on what areas have spa potential. Asia process, with expenses, consultants and timelines diff ering depend- is still an important region for growth, he says, but somewhere like ing on the project and location; occupancy and capture rates vary Florence – which had no luxury hotel or spa until Four Seasons too greatly to give one average, Norton admits. “In a good city spa, opened there in 2008 (see SB10/3 p64) – is just as important for the we’d look at treatment room occupancy rates of about 60 per cent,” company, he says. “You can have some incredible experiences in he says. “At a city hotel we do about 16 to 20 per cent capture rate, Europe,” he says. “Some of the Middle Eastern spas are going to be but you can have 30 to 50 per cent outside guests. In resorts, some- fascinating – we’re embarking on a ladies-only spa in Riyadh, Saudi times you look at capture rates between 35 and 55 per cent, because Arabia, which is going to be incredible, and we have an amazing spa if you go to Bali you’ve got to have a massage. in Doha, which would rival most facilities worldwide. And there “You have to look at various measures at the same time. Instead are some beautiful spas in the US.” Four Seasons is currently under- of looking only at how much we capture, we look at the quality of represented in South America, and there’s also interest in going into what we do, and we look at the revenue per available treatment room. Russia, he notes. “Th ere has to be a global consciousness to make Th e quality part is as important as the quantity.” sure [what we off er is] quality, indigenous and exciting.” His team looks at a variety of other KPIs including total spa rev- Wherever Four Seasons takes its spas, it’s an exciting time for Nor- enue per occupied hotel room, RevPATH and spa retail revenue as ton: “Th e company is excited to take the spa seriously as we grow, a percentage of total spa revenue. Th e spa task force has also put and to make sure there’s a culture where we keep rising above the together a specifi c yield management protocol. “You should be sure rest in terms of passion, quality of products, service, and results,” to mix the occupancy of treatment rooms with the average price of he says. “Spas make an incredible impact on people’s wellbeing, and, your treatments and what you provide, whether you book one or two when you do it well, the feedback from your guests is very powerful hour sessions and how you make the most of your square footage.” and immediate and there’s great satisfaction to that.” ●
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