The Art of Welcome
Arrivals, departures and the small touches that make guests feel cared for.
Find out moreLeisure and spas
Guest experience training for spas and leisure
In leisure, people pay for how a visit makes them feel. We help spa, health club and attraction teams turn every visit into one guests want to repeat, and every member into one who renews.
The challenge
What we hear from leisure and spas
These are the problems that cost reviews, repeat visits and good people. They are also the ones that respond best to practical, on site training.
- Reception teams who process people rather than welcome them
- Members who quietly stop coming and never renew
- Treatment journeys that feel rushed or disconnected
- Complaints handled defensively instead of graciously
- Sales conversations for memberships and packages that feel uncomfortable
How we help
Recommended for leisure and spas
Confident Communication
Comfortable membership and package conversations, and gracious service recovery.
Find out moreMember and guest retention
Practical systems to spot members drifting away and bring them back.
Find out moreFive Star Partnership
Ongoing coaching and new starter training through every season.
Find out moreWho we train
Roles we work with
We train guest facing teams and the leaders who set the standard, together or separately.
- Reception and guest services
- Spa therapists and practitioners
- Membership and sales teams
- Instructors and coaches
- Duty and operations managers
Why it matters
The cost of getting service wrong
52%
Annual staff turnover in UK hospitality, more than three times the UK average of around 15%
Source: CIPD analysis of ONS data
32%
of customers will walk away from a brand they love after just one bad experience
Source: PwC, Experience Is Everything
16%
more is what customers will pay for a great experience
Source: PwC, Experience Is Everything
94%
of employees would stay longer with an employer that invests in their development
Source: LinkedIn Workplace Learning Report
Questions
Common questions
Do you work with health clubs and gyms?
Yes. The welcome and the relationship with members are what drive renewals, and that is exactly what we train.
Can you train therapists as well as reception?
Yes. We look at the whole guest journey, from booking and arrival through the treatment to the farewell.
Do you work with visitor attractions?
Yes. Any business where a person serves a guest benefits from the same principles.
Training for leisure and spas, built around your venue
Tell us about your business and what you would like to improve. We will reply within one working day to arrange a free, no obligation conversation.