The Spa Manager's Playbook.
Real-world wisdom, and honest, practical advice, from seasoned professionals who have walked in your shoes.
Consistency doesn’t make headlines—but it can transform your bottom line. In this issue of The Spa manager's Playbook, we speak to Sarah Ronchetti, VP Global Head of Spa at TEMPLESPA who explains why getting the basics right is the fastest route to loyalty and profitability.
Why Service Consistency is Your Secret Weapon to Unlocking Hidden Revenue in Your Spa.
Why First Impressions Matter
SPA LIFE: So, Sarah, you regularly visit countless spas across the UK. What’s the biggest difference between an excellent spa experience and a disappointing one?
Sarah: For me, it's the first impressions—always. I look at the first two or three touchpoints with the business: the initial phone call (or online enquiry), the meet-and-greet as I enter the venue, and the handover from reception to the Therapist team. If these interactions are handled well, I feel confident that the business is well-managed.
The Power of Consistency
SPA LIFE: Why do those first moments matter so much?
Sarah: Good service is the cornerstone of success. When those initial contacts are professional and consistent, guests feel confident and relaxed. That confidence influences everything—from their mood to their willingness to purchase retail products. Essentially, a good first impression is your silent profit driver. It is the foundation of customer loyalty and profitability.
"First impressions are the foundation of loyalty and profitability."
How to Achieve Consistency
SPA LIFE: You mentioned consistency. How can managers achieve that?
Sarah: I would always recommend the implementation of a set of Standard Operating Procedures (SOP) - essentially a Quality System manual. It’s a simple document outlining how every task should be performed, from opening to closing. Without it, you risk inconsistencies in service delivery, which undermines guest trust.
SPA LIFE: There’s a perception from some managers that SOPs can stifle creativity or individuality. What’s your view?
Sarah: It’s not about treating staff like robots. It’s about clarity. With a good SOP Manual everyone knows what’s expected, and guests receive the same high standard every time. And if you involve your team in creating these procedures they’ll buy in because they will have helped shape them.
Consistency Supports Revenue Growth
SPA LIFE: How does this translate into revenue growth?
Sarah: A great first impression makes guests more receptive to everything, from retail suggestions to rebooking recommendations, because you have built trust and put them at ease. Positive experiences also lead to glowing reviews and word-of-mouth referrals. These small improvements can have a big impact on your bottom line.
SPA LIFE: What’s your single best tip for spa managers who want quick results?
Sarah: Inspect what you expect: audit your touchpoints. Do mystery shop calls, review your online booking process, and create a simple script for therapist handovers. These basics can transform the guest experience—and your profitability.
Sarah's Quick Wins for Spa Managers:
- Mystery Shop Your Spa: Call your own reception and competitors to benchmark service.
- Review Online Booking: Is it smooth and intuitive? How many clicks to complete a booking?
- Create Therapist Scripts: Ensure a warm, consistent handover for every guest.
THE BOTTOM LINE:
Consistency doesn’t make headlines, but it can boost profits. Start with the basics, and you’ll unlock hidden revenue streams that other businesses may have overlooked.
ABOUT SARAH RONCHETTI
Sarah Ronchetti is Vice President and Global Head of Spa at TEMPLESPA, a British luxury skincare brand renowned for its Mediterranean-inspired ethos and science-led formulations. With over 20 years in the spa and wellness industry, Sarah has progressed from hands-on roles to senior leadership, shaping her expertise in guest experience, operational excellence, and brand development. She also serves on the board of the UK Spa Association, championing collaboration and high standards across the sector.
At TEMPLESPA, Sarah leads global spa partnerships, training, and strategic growth, ensuring the brand’s values of wellness, sustainability, and exceptional service resonate worldwide. A respected voice in the industry, she regularly contributes to panels and publications, sharing insights on trends and innovation. Passionate about education and mentorship, Sarah empowers spa professionals to embrace change while keeping authenticity and care at the heart of every interaction.
