You can build the most beautiful spa in the world, but if the operational flow is disjointed, the guest experience will suffer. One of the most overlooked phases of development is the “Pre-Opening” period. This is where the vision meets reality.
At DRH, we emphasize the importance of a rigorous operational audit and mystery shopping even before the first paying guest arrives. Training is not just about learning a treatment menu; it’s about mastering the “Art of Service.” From the way a guest is greeted at the retail thoroughfare to the seamless transition between therapy rooms, every touchpoint must be choreographed. Our consultancy specializes in mentoring leadership teams to ensure that the return on investment (ROI) is matched by a high “Return on Wellness” for the consumer.
Key Takeaway: A flawless guest journey is designed in the back office long before the doors open.