As I was saying in my editorial, as far as Spa is concerned the human aspect comes before everything else. Therefore, we have chosen to focus on the professionals of this field in the framework of our interviews and attractions. Hoteliers, Spa Managers, Therapists, etc., whose journey and the sense of know-how and life skills seem interesting tools for reflection from that could inspire you.
An encounter with Véronique ELLINGER, Director of Espace Payot, the emblematic place of the brand that is located in Paris at a stone's throw from Champs-Elysées.

E.S.M: Véronique, tell us about yourself?
Véronique ELLINGER: I started in a reservation centre for the Trusthouse Forte group that owned 800 hotels all over the world. Then, at the age of 23, I took over the management of a small 3-star hotel for three years before managing a 4-star hotel: Le Tourville that is located in the 7th urban district of Paris. At last, I joined Pavillon hotel of the Reine.  It is a small luxury hotel located at place des Vosges.  I managed it for six years. Then I took a break for two years in order to take care of my two young daughters.  Then I took over a post at Hotel Meurice, a Spalace of Dorchester and Leading Hotels of the World group as a Spa Manager.  Since 2007, I am working in the capacity of Manager of Espace PAYOT that is near Champs Elysées in Paris.

E.S.M: Why did you want to move from hotel industry to Spa?
V.E: I have always been interested in many things related to the hotel industry. As I wanted to evolve in this sector and remain in the operational management, Spa seemed a natural choice. Spa is a perfect combination of art of good reception and art of well-being with an addition of soul that makes the difference and it is becoming an incontrovertible service for hotels. This is what attracted me to it.  At the same time, there was the administration and management aspects that are necessarily incidental to a good Spa. In fact, the manner in which one manages small luxury hotels is quite similar to the management of a Spa. When a client enters a Spa, she looks for gentleness, a complete taking charge, a unique moment that is completely dedicated to her. Everything must centre around this desire. The clients need both friendliness and professionalism with a real service because a treatment is not limited to the time in the cabin, before and after the treatment are as important if not more important because if the first impression is not a good one then the client will be disappointed and will not return.

E.S.M: According to you, what are the common points between the two fields?
V.E: There are more common points than one might imagine between these two fields. Firstly, 7/7 service and activity, the combination of different professions in the same place, the reception of clients of different nationalities and the luxury in case of my experience and that of Payot. Moreover, in an Urban Spa, one must also integrate the marketing, commercial, Public Relations, Technical, Human Resources aspects that we manage ourselves. In a Spa in a hotel, the structure of a hotel brings in this support.  The Marketing and Sales departments work in collaboration with the Spa Manager. Same is true for the housekeeping and technical department.

E.S.M: What is it that differentiates a good Spa from a bad one?
V.E:A perfect balance in the quality of services: the welcome by the reception team with a taking charge of the client, the quality of treatment with a well-researched protocol that combines the results and sensoriality, quality and efficiency of the products, correct functioning of the infrastructures (the technical part is very important especially in a Spa that is equipped with a swimming-pool), the work of the housekeeper and her team that must maintain perfect hygiene of the establishment and maintain it in an excellent state. I would end it with a good responsiveness in front of all the situations.  I would even say that more expectations because real luxury is not to pre-empt the clients' desires and this is what we try to achieve.

E.S.M: What were the major difficulties that you had to face while working as a Spa Manager and how did you resolve them?
V.E: I did not have any real difficulties, as there are so many similarities with the hotel industry. Moreover, I have been managing the constraints related to the operational field since a long time now: flexibility of time, management of a team that consists of different professions and cultures, management of situations in real time. One must also integrate the fact that the client observes you and listens to you while you are working.  This makes it important for one to have a team that is trained well in terms of attitude and soft skills. It is fundamental for the Spa Manager to bring these factors into focus in order to succeed together because the Spa Manager cannot move forward and construct without the assistance of her team.

E.S.M: What are the qualities that a Spa Manager must have?
V.E:  The same as that of any manager: listening, practical mind, good interpersonal relations, taste for challenge, creativity and exemplary nature.

E.S.M: What are the advises that you can give to those who are tempted by the career of a Spa Manager?
V.E: First and foremost, one must acquire versatility and culture of the well-being sector.  Therefore, I advise to get internships in different types of establishments (Urban Spa, Hotel Spa, Thalassa, etc.) and progress well and be conscious about the quality of service. It is a very complex profession that requires many qualities. If you enter this profession, then you must be at ease in this environment. It is also necessary to have a really open mind in order to be interested in all the different functions in a Spa: the mode of functioning of a sauna, the composition of a menu for the bar, the cost of management of the linen, the development of the reservation system for the treatments… Spa Manager is a profession where one never stops learning and where one must know how to put oneself in question all the time.

E.S.M: How do you see the evolution of the Spa?
V.E: As is the case in many dynamic fields: beautiful architectural projects, more and more specialised material, development of niche brands and concepts, new related services etc. The Spa is full of promises and it is a daily work in order to let the place evolve in order to meet the needs of a clientele that is more and more demanding.

To read :

> The Spa according to…
> Le Spa by Hervé LESIEUR
> The futur Spa by Philippe HENNESSY, CEO Pevonia International
> Erwan Madec, Director of Thalgo Spa Management
> Gilles BONNET : « NOUVELLES FRONTIERES launches its Wellness Guide