When was the last time you took a spa tour where you were impressed with the presentation and the person who toured you? I don’t know about you, but it’s been a while for me. As a matter of fact, many spas don’t even want to give tours anymore. I walked into a large resort spa in Vegas not too long ago and asked for a tour. They looked at me as if I had two heads! They told me, “Sorry, we don’t tour because clothing is optional”. I replied, “You don’t give your guests robes? Are they running around naked?” Just tell me no instead of giving some fictional reason.
I don’t know about you, but if I am going to pay $185 for a massage, I want to see the place first. I hope that you are not one of those spas that refuses to give tours. Giving a tour is a marketing strategy. When people see your place and you present it properly, they will make reservations.
Many spas give tours and focus on telling instead of selling. For example, they walk around saying, “This is our facial room, this is our massage room, etc…” That’s telling. What you need to present is, “In this facial suite, you can experience all types of effective facials from anti-aging to corrective to Microdermabrasion.” Focus on the treatment and the experience instead of the room! We are not selling real estate, we are selling experiences! In this article, you will discover 5 Easy Steps on How to Conduct a Spa Tour Effectively that result in a reservation.
1. Greeting Guests A welcome with a big smile always makes a great first impression and sets the tone for the tour. Instead of saying “May I help you?” consider “Are you here for your experience or to reserve one?”
2. Introduction – Mini Commercial Introduce yourself and the spa. Do you have a mini commercial? Here is an example for you: While in the boutique area or reception you can say…
3. Menu ” Here is the menu. In it, you will find a variety of treatments. Allow me to show you the spa.”
4. The Tour You should conduct the tour the same way they would experience the spa. Tell a story. It is best to script the tour. This way everyone will deliver the same tour providing consistency.
Begin with the changing lounge I’m not going to script the whole thing for you, but here is a little sample: “The first thing we will do when you are here for your experience is bring you to the Changing Lounge so you can slip into these very comfortable slippers and cozy robe.” (Show locker) Next, you should enjoy the amenities. Here we have a sauna, steam and specialty showers. All here for you to use and enjoy prior to your treatments!
Then, you will go into the Relaxation Lounge where you can enjoy spa refreshments. This will help you relax and prepare you for your treatment.
“One of the spa’s professional team members will escort you to the Treatment Suite where outstanding guest experiences are designed to exceed your expectations!”
5. Asking for the Reservation Now that you have toured the spa and presented your spa experiences, it is time to ask “What type of treatments would you like to experience?” Suggest something like, “Let me share with you the most popular package.” It should include at least two treatments. Always think packages! Two treatments or more to start, then go a la carte. You need to ask for the reservation. This is the biggest mistake many spa teams make. They show the entire spa but fail to ask, “Which package would you like to experience? Or when would you like to come and experience these treatments?” We have to ask, and when we ask, we receive! But the frequent problem is, we simply don’t ask!
Follow this structure and you will give great tours, enticing your guests to make the reservation and increase your revenue!