Top Performing Spa

ONLINE TRAINING SERIES

Every day we miss opportunities that are in front of us. That comment that wasn’t followed up on, the body language cue that wasn’t picked up, the question that could have been asked but wasn’t. In the spa world this translates to a regular failure to maximise revenues. Treatment and product training alone are not enough to give the return owners demand on costly investment in premises and technology. All too often clients have a wonderful spa experience, but the opportunity to upsell or create a repeat client is missed because the spa team; managers, therapists and receptionists alike, are missing the required inter-personal communication skills.

For PDF information sheets, please select sector:

The Top Performing Spa Series
General Information Sheet
How to be a Top Earning Spa Therapist
Spa Therapists
Running a Top Performing Spa Team
Spa Managers
How to run a Standout Spa Reception
Spa Receptionists

“The Evolution-U Spa Academy ‘Top Performing Spa Series’ is the first corporate level on-line, on-demand business psychology training to be developed for the global spa industry.”

Developed by Neil Orvay, an ex-Investment Banker, founder of the multi award-winning Sense of Touch spa chain in Hong Kong, 20 year veteran of the spa industry, and a leading global trainer in the fields of communication, persuasion and negotiation, the Evolution-U Spa Academy “Top Performing Spa Series” is the first corporate level business psychology training to be developed for the spa industry, based on the successes (and failures) of a real spa chain, with a 19 year track record

Trainer

NEIL ORVAY

With over 30 years’ experience in Investment Banking and as an entrepreneur, Neil Orvay founded Evolution-U in 2009 and has worked with leading financial and multi-national clients for over a decade on communication, influence, sales and negotiation-based projects and strategies. In 2002, Neil founded Sense of Touch, a day spa in Hong Kong. After 19 years Sense of Touch now has three prime locations and has won over 80 local, regional and international awards for its services.

Neil holds a degree in Accountancy and Financial Analysis from the London School of Economics, and an Executive Masters in International Negotiation and Policy Making from the Graduate Institute in Geneva. Neil is also a trainer of Neuro Linguistic Programming, Time Line Therapy, a certified ICF coach, and a regular speaker and panelist on the global spa circuit.

About

Since 2009, Evolution-U has developed and delivered proprietary soft skills training content globally to over 5,000 corporate clients and senior executives from sectors including banking and finance, insurance, consulting, legal, government, luxury, retail, spa and wellness. Core competencies include Communication, Persuasion, Sales, Negotiation, Personal Empowerment, Leadership, Coaching and Diversity & Inclusion. Approximately 30 unique Evolution-U certified courses are available within these 8 business suites. Through its core team of consultants based in Hong Kong, Dubai and Bangkok, Evolution-U brings over 80 years of combined business and training experience to its clients.

Course Durations

Spa Managers: Running a Top Performing Spa Team

3 hours (12 topics + exercises*)

Spa Therapists: How to be a Top Earning Spa Therapist

2 hours (10 topics)

Spa Receptionists: How to run a Standout Spa Reception

2 hours 30 minutes (12 topics)

All courses are fully on-line and on demand, so participants can complete their training over a 10–14 day period of one 15 minute session per day. Each topic is supplemented by tip tips and/or an article which expands on the information given in the video.

*Each of the 12 topics comes with bespoke exercises and/or role plays for the spa manager to run with their team over the months following training. This process is critical to ensuring the skills taught during the training are adopted by participants.

Course Contents

Running a Top Performing Spa Team

Online training for Spa Managers

For detailed topic breakdown, click here for PDF Information Sheet

Click here to view the Spa Manager Training Introduction Video
This is a “How to” course for Spa Managers consisting of 12 topics spread across 3 modules and covering all the key areas learnt by the therapist and reception teams. Spa Mangers receive all the post-course resources needed to make sure that team members are using the key skills and techniques taught to deliver top performing spa results!
MODULE 1
BUILDING AN EFFECTIVE SPA TEAM
TOPIC 1:

Setting First Impressions

TOPIC 2:

Booking Procedures and Handling Enquiries

TOPIC 3:

Greeting Guests for a Service

TOPIC 4:

Telephone Communications

MODULE 2
DRIVING SPA REVENUES
TOPIC 5:

Using Consultation Forms to drive recommendations

TOPIC 6:

Up-Selling Packages & Upgrading Services

TOPIC 7:

Pre & Post-treatment in-spa Client Communications

TOPIC 8:

Hitting your Retail Sales Numbers!

MODULE 3
REPRESENTING THE BRAND
TOPIC 9:

Customer Retention & Building a request client base

TOPIC 10:

Making Lasting Impressions

TOPIC 11:

Spa Tours and Customer Flow

TOPIC 12:

Handling Complaints

FOLLOW UP EXERCISES & ROLE PLAYS

Exercise and/or role play materials for each topic will be provided for spa managers to review and train their team in the skills taught. Exercise and role play take from 5–15 minutes to complete and are designed to be run as part of a team meeting or as stand-alone spa manager led trainings. Sufficient material is included to cover 3 months of post-course review..

How to be a Top Earning Spa Therapist

Online training for Spa Therapists

For detailed topic breakdown, click here for PDF Information Sheet

Click here to view the Spa Therapist Training Introduction Video
Spa therapist training traditionally focuses on treatment and product training. While these are essential, they miss the critical inter-personal skills that make the top therapists the top producers. Many highly capable, often introverted, therapists never realise their potential because they have never been taught how to communicate with clients, who often come from different cultural or socio-economic backgrounds. This results in reduced sales for the spa and lower commission for the therapist. The good news is that this can be fixed with two hours of online training and group practise run by the spa manager.
MODULE 1
ESSENTIAL SKILLS FOR SPA THERAPISTS
TOPIC 1:

Setting First Impressions

TOPIC 2:

Greeting Guests for a Service

TOPIC 3:

Pre-treatment in-spa Client Communications

MODULE 2
HOW TO BE A TOP REVENUE EARNER
TOPIC 4:

How to use Consultation Forms to drive recommendations

TOPIC 5:

Up-Selling Packages & Upgrading Services

TOPIC 6:

Post-treatment in-spa Client Communications

TOPIC 7:

Hitting your Retail Sales Numbers!

MODULE 3
ADVANCED THERAPIST SKILLS
TOPIC 8:

Customer Retention & Building a request client base

TOPIC 9:

Making Lasting Impressions

TOPIC 10:

Handling Complaints

How to run a Standout Spa Reception

Online training for Spa Receptionists

For detailed topic breakdown, click here for PDF Information Sheet

Click here to view the Spa Receptionist Training Introduction Video
Spa reception is often overlooked when training resources are allocated, which is why this module may be the most impactful of all. We estimate that a poorly run spa reception, even in a 5* hotel or resort spa, can leak up to 20% of revenue. This training is designed to plug those leaks and make reception the key revenue generator and facilitator of great team dynamics that it should be but so often is not!
MODULE 1
THE BASICS OF SPA RECEPTION EXCELLENCE
TOPIC 1:

Setting First Impressions

TOPIC 2:

Booking Procedures and Efficiencies

TOPIC 3:

Handling Enquiries & ensuring Guest Satisfaction

TOPIC 4:

Telephone Communications

MODULE 2
DRIVING REVENUES THROUGH SPA RECEPTION
TOPIC 5:

Up-Selling Packages & Upgrading Services

TOPIC 6:

Electronic Communications

TOPIC 7:

Advanced Bookings Management

TOPIC 8:

Hitting your Retail Sales Numbers!

MODULE 3
REPRESENTING THE BRAND
TOPIC 9:

Customer Retention

TOPIC 10:

Spa Tours and Customer Flow

TOPIC 11:

Build Brand Awareness

TOPIC 12:

Handling Complaints

Past Client Feedback

How did you find the online experience?

What are the top 3 things you will take
away from the training?

Pricing

Our aim is to keep our pricing affordable and easy to understand. Our pricing starts at as little as USD 79 per therapist before discounts for the ‘How to be a Top Earning Spa Therapist’ training – that’s less than the cost of a massage at most spas!

For a small-sized spa package , you enjoy a 10% discount on licenses and can have the whole team trained for as little as USD 779! Small-sized spa packages are designed for teams of 5-9 staff.

If your reception sells one more package, and each therapist makes one upsell per week, you make this back within less than a month of completing the training! Click here to see our small spa pricing

Our medium-sized spa packages are designed for teams of 10-19 staff and the package discount is higher at 15%, so training your whole team starts are only USD 1,114, approx. USD 111 per team member. Click here to see our medium spa pricing.

Our large-sized spa packages include a 20% license discount and cover teams of over 20 in size. At a cost of less than USD 2,100 the whole spa team can be trained within a month. Once again, we would expect the investment payback period to be a matter of weeks. Click here to see our large spa pricing.

Finally, for spa groups and multiple location operators, we are happy to customise an offer with a preferential discount based on volume. Please email us at jessica@evolution-u.com for further information.

FAQs

All courses are made up of (i) instructional videos packed full of great information on tips on how to be the very best in your role, (ii) knowledge reviews to check you have understood, and (iii) beautifully designed articles and “top tips” to help review and remember the key points.

We applaud your desire to be the best and learn! Buying a single license may seem expensive. This is because we have minimum costs for setting up and administrating new users, plus we want to avoid one person buying a license and then sharing with all their friends or colleagues so the higher cost helps reduce that risk. Having said that, the cost of a single license won’t be more than a few months increased commission, so if you believe that the training will make you better it may be worth the investment.

Yes, we want this training to be available as widely as possible so we will do our best to keep the prices for small spas as low as we can. Having said that there is always a cost of ownership for quality products, just as there is for enjoying quality services, so there will be a minimum investment. Please see the pricing section for more details or contact us at jessica@evolution-u.com

Yes, the more licenses purchased, the cheaper the rate. Please see the pricing section for more details or contact us at jessica@evolution-u.com

No. This is a fully online, on demand training. However, there are many exercises and role plays supplied with the Spa Manager level training which are designed to be conducted face to face by therapists and receptionists, under the guidance of the spa manager.

As well as watching all the videos and completing any assignments as directed in each topic, you will need to score a pass rate of 70% in each of the knowledge reviews before you can complete the training and be certified by Evolution-U Spa Academy.

Yes, Evolution-U Spa Academy will issue a certificate upon successful completion of the training which you will receive in soft copy.

Our standard validation period is 90 days which means that once a user activates their license, they have 90 days to complete the course. Given that all courses can be completed in 14 days or less with 15 minutes per day, this should be more than long enough!

Not yet but we plan to translate it into other major spa market languages based on demand from clients. If you have interest in a specific language, please let us know at jessica@evolution-u.com and once we have sufficient demand to justify the investment in adding your language, we will let you know!