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Conversations with Seth Mattison

March 26, 2021

Mattison is a world-renowned expert on workforce trends and the generational change we’re currently experiencing in the workforce; his work tracks how shifting demographics will necessitate a new style of leadership. In his book, The War at Work, Mattison details how reimagining leadership and talent management for the 2020s is the key to building stronger, more effective teams.

Cooking up a Customer Service Culture: 4 Ingredients to a Well-Balanced Guest Experience

June 13, 2024

“It’s not just about the pancake,” says Mindi Morin. “I had a long-time guest who was complaining about her stay, and particularly that we no longer served ‘her’ pancake. As I began to dig deeper, her disappointment was more about what the pancake represented to her in relation to her first life-changing visit to the Ranch and the reality of change/loss in her life. I use this story as an example to our new front-line employees. To turn around an unhappy guest, you need to understand the core of the problem. We can mix her up the pancake, and we need to help her feel she’s still at home here as our property continues to evolve.”

COVID-19 FAQ: Personal Protective Equipment

July 29, 2020
This FAQ provides detailed guidelines, sourced from the CDC, for the proper use of personal protective equipment, including cloth face coverings and gloves.

COVID-19 Spa Industry Commitment

July 29, 2020
This one page poster highlights the spa industry’s shared commitment to staff and guests by identifying seven standards intended to foster confidence and peace of mind as spas reopen.

COVID-19 Spa Reopening Checklist

July 29, 2020
This checklist will serve as a guide for spas as they develop their custom reopening strategy. In addition to the checklist, a set of communications templates are included at the end of the document to assist with marketing efforts.

COVID-19 Spa Sanitation & Hygiene Commitment

July 29, 2020
All spas who commit to ISPA’s Sanitation & Hygiene Standards are encourage to display this commitment visual within their spa and/or website. 

COVID-19 Staff Support Checklist

July 29, 2020
This checklist provides additional guidance and support for employees returning to work following COVID-19-related closures. Consider completing the steps below as part of a five to ten-day countdown.

COVID-19 Templates: Returning Staff and Reopening FAQ’s / Staff Talking Points

July 29, 2020
The customizable Returning Staff FAQ template provides space to document and respond to important questions spa staff may have as they return to work (suggestions included), with space to add and amend questions and answers as necessary. Additionally, the customizable talking points template provides space to supply staff with unified responses to possible guest questions and concerns (suggestions included), with space to add and amend questions and answers as necessary.

COVID-19: Spa Sanitation & Hygiene Standards

July 29, 2020
This document will serve as an overview for the necessary sanitation and hygiene standards that will need to be considered prior to reopening.  As with all of these documents, the standards may be updated over time as circumstances change.

Craniosacral Therapy

Craniosacral Therapy (CST) involves light holding of the cranium and sacrum. Small movements are made during the therapy to manipulate the joints of the skull. It is believed that the tiny manipulations of CST influence the pressure and circulatory rhythm of cerebrospinal fluid, the fluid that surrounds and cushions the brain and spinal cord.

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