The Nail Technician performs professional nail, hand and foot treatments. They must possess a thorough knowledge of the nails, including a basic knowledge of hand and foot massage techniques and a neat application of polish. They must possess excellent cleanliness and sanitation skills and be willing to train in the spa’s specific nail service offerings. They must possess excellent communication skills and be able to learn the product and service knowledge necessary to effectively provide beauty solutions to meet the needs of our guests. They must hold and maintain a current state license.
When asked whether their spas have automatic service fees/ charges, 45 percent of all spas responded yes; with only 15 percent of day spas saying yes; with only 15 percent of day spas saying yes compared to 56 percent of resort/hotel spas.
Respondents were then asked to identify the service fee percentage or fee. The wide variety of responses ranged from 12.5 percent to 23 percent, with several different breakdowns of the percentage that goes directly to the service provider.
To help encourage tipping, one out of every two member spas asks guests if they would like to add on gratuity at the time of payment. Resort/hotel spas are more likely than day spas to include a gratuity policy in the menu of spa services (49 percent and 33 percent respectively). Other efforts used to promote gratuities include providing guests with special envelopes at check-out, automatic addition of gratuity for larger groups and the inclusion of an additional gratuity line after the service charge amount.
When asked which resources ISPA spa member respondents use to monitor customer service for their spa, it was evident that technology plays a key part in their efforts.
Eighty percent use customer surveys conducted electronically, 74 percent use review sites like Trip Advisor, Yelp or Google and 62 percent use social media. Some of the tried and true options like feedback cards and secret shoppers remained popular (63 and 61 percent respectively).
Forty-five percent of all ISPA spa member respondents reward and/or recognize the sharing of positive feedback about their spa on social media, 36 percent reward and/or recognize posting a positive review online, while 30 percent reward and/or recognize a customer recommending the spa to others via social media.
Almost half of all spa respondents track customer retention goals (49 percent), while 64 percent of day spa respondents and 41 percent of resort/hotel spa respondents track these goals. Less than half of all spa respondents have a guest loyalty program (41 percent), though this number is greater for day spas (59 percent), and under one third for resort/hotel spas (27 percent). Day spa respondents also reported a lower percentage of first-time visitors to their spa, with 79 percent responding that 1-30 percent of their customers were first-time visitors over the past 30 days. Comparatively, 31 percent of resort/hotel spa respondents reported that 1-30 percent of their customers were first-time visitors over the past 30 days.