Spa Butlers: the Latest Must Have Five-Star Service
Imagine reading great reviews about your new Spa Butler Service on TripAdvisor. How about hearing a guest rave about how their butler enhanced their fabulous spa experience!
Truth is, when it comes to boosting revenues by promoting and enhancing spa service, even the best hotels overlook this advantage. In my line of work, I’ve had the privilege of staying in butler serviced suites at the finest hotels in the world. But if I had a question about the property’s spa, none were prepared to offer information beyond the brochure.
I’ve never understood this because who is more customer facing and intensely interactive with your guests 24/7 than the butlers? How many missed revenue generating were missed due to lack of information? Do you too work at a hotel that is dropping the ball with this area of service?
Here’s a typical example of butler service today– the guest enters the room, tired, weary or over-stimulated from traveling. The butler offers her a cool drink prepared upon her arrival. She decides that a spa service would be nice. The butler hands the guest an in-room spa menu. Because she has questions about the treatments, she decides to check out the spa. After she finds her way there, she gets clarification from the spa receptionist. She schedules a two hour aromatherapy massage.
Upon returning to her room, she runs a warm bath. She calls for the butler to order a meal.
Now imagine this butler scenario with spa training: The guest enters the room tired, weary or over-stimulated from traveling. The butler suggests a spa treatment and proceeds to ask the guest if they would prefer something relaxing or stimulating. The guest asks what her choices are. As she relaxes with a cool drink, he proceeds to inform her of what the spa offers. He is well versed in treatments as well as in-spa retail products that enhance the after-care experience.
Once the guest decides the type of treatment they might like, the butler calls down to schedule an appointment. He also informs the spa receptionist of the guest’s preferences.
The butler escorts the guest to the spa and introduces her to the receptionist. He informs her that if she would like a bath, shower or refreshment in-room afterward, to let the receptionist know and he will be contacted.
The butler checks in later with the spa receptionist and learns that the guest would like a relaxing bath and a salad. He prepares the room accordingly adjusting the lighting and temperature, based upon the time that the treatment will end. He orders the meal so it is waiting for the guest upon her return.
Which would you choose?
Want to increase your boost your revenues and service levels in this exclusive area? Contact me here.
Linda Harding-Bond
