Quality Assurance Procedures and Client Satisfaction in Spa Management

Describe Why Quality Assurance Procedures Are Required (Benefits)

Discuss Complaints Procedures, (i.e. Why Are They Useful) Then Devise a Complaints Procedure Presented As a Flow Chart Diagram For Your Workplace Or Amend The Present One That Is In Place .

Evaluate Your Findings From The Client Satisfaction Survey, Use Charts/Graphs To Demonstrate Your Findings And Highlight The Specific Areas That May Need Improvement .

Discuss Why It Is Important To Continuously Develop, Improve And Monitor Quality Management Of Client Care And The Factors Necessary To Do So Assignment Presentation And Layout.

The spa management is one of the most modern business preferences of many a business houses. Like other business organizations, the management of different spas has the aim of creation of customer loyalty and satisfaction with each and every visit and also build a strong foundation that can help them to receive loyal clients (Albayrak Caber and Öz 2017). The level of satisfaction among the customers guarantees the success of the organization in the business market. The level of business satisfaction and loyalty of the customers is also important for the maintenance of a steady flow of customers. Spa is such a business that totally relies on service to the clients and the customers in the most appropriate manner. The better, the service of the business, the better will be the attractiveness of the business (Denizci Guillet and Kucukusta 2016). Being a customer oriented business, the management of the spas has to ensure the presence of the best strategy in place that can help in the attraction of the customers.

A smart and proper strategy can help deliver a better service which can help leave an impact on the minds of the customer. Customer service in the skin care industry starts with the satisfaction of the basic needs of the clients who walk in the door of the spas and continues beyond the call of the duty. According to, Fraioli et al. (2018) a great service for the customers is based on a sincere observation of the clients and their needs and then treating them with the best possible solution in order to satisfy the customers. A client oriented spa contains experienced people in the helm of the business operations who have an extensive knowledge of the spa management and exactly knows on limiting the gaps in between the clients and the company (KamiÅ„ski Olczak and PraÅ‚at 2017). The modern day spas which are generally large and have larger scope of business operations have an organized and structured client based customer service based on a number of factors. However, the absence of such a service can be a direct failure for the organization. The report here has conducted a detailed analysis of the modern day client satisfaction in the spas and have addressed the areas where these organizations lack. The presentation of the customer survey based on 30 spa going customers has made the report more informative and genuine.

Requirements of Quality Assurance

Quality Assurance means the development of the different kinds of the operational based controls that helps to ensure the matching of the results according to the needs of the customers. Quality is one of the most important elements of the modern day business operations. Ensuring a great quality is highly important for the success of the business in the most proper way. A great business quality can help in the development of the business and make the most of the available resources. The assurance of the quality is made by the definition of the different quality standards (Robinson 2017). The service of the customers helps to address the different kinds of the problems. The functions are carried out effectively with the promotion of the reliable knowledge and assured results. The customers have an expectation of the different kinds of the competent based delivery for their services. This can help the organization to gain loyal customers (Robinson 2017). Delivery of the best services in a competent manner thus stands key to the development of the enterprises. The ensuring of quality also refers to the solving of all the problems of the customers. A suitable and feasible solution must be presented to the clients to make them satisfied enough and gain success.

The importance of quality assurance cannot be denied in today’s business world. Spas being a customer oriented industry, has to present a detailed and planned quality assurance for satisfying the clients and ensuring that they are always highly satisfied (Sandria and Ibrahim 2017). There are different kinds of requirements that helps the management of the spas to guarantee quality of their product and services. Some of the major requirements of the spas are as follows;

Step 1 is the identification of the goals of the spas which is definitely meeting to the demand of the clients based on skin care. The duty of the management is to enhance their limits to deliver the best value to the customers. Apart from this it is also important for the spas to recruit the experienced employees who are experts in the management of the operations of spa.

Step 2 is the identification of the critical success factors of the spas which helps in the presentation of a great quality product that offers value to the skin care services of the clients

Step 3 helps to identify the internal and external customers of the spa and also chalk out the loyal customers

Discussion of Complaints Procedure

Step 4 is perhaps the most important for the spa management as it helps to gather all the data related to the business feedback. A great feedback process can help the management to address the major issues that are identified by the customers

Step 5 is the presence of continuous improvement process

A survey has been carried out to gather the major information regarding the issues that hamper the spas. The major issues that are mostly identified in the survey are the absence of any form of proper servicing in spas starting from the absence of any welcome from the gates of the spa. The effectiveness of the customers is also a major cause of concern for the organizations. On the other hand, the hygiene is also not taken care of in most of the spas. These issues definitely plays a negative role in the spa management. A client management procedure can help identify the crisis in a proper manner to ensure success. The client complaint procedure for a spa is as follows;

 Creation of a separate complaint cell- The creation of a separate department or a body to look after the complaints of the customers of spa can be an important step to address the issues of the customers.

Training the employees to show acts of gratitude- The employees must be trained to show gratitude towards the clients and must stay respectful towards the clients in any case maybe.

Listening and listening- Listening properly or being a good audience must be the primary tasks of the employees. A good audience can help address the issues of the organization in the best possible manner.

Digitalization of the complaint procedure- The digitalization of the complaint procedure can be a best way for collecting feedbacks in large scale spas with large base of business operations.

The customer survey is based on 10 different questions presented in the form of a questionnaire. The presentation of the different kinds of the questions have addressed the different issues related to the problems and issues faced by the management of the spas. It is seen that most of the customers which falls around 66.6% generally visits the spas starting from 3 to 9 years and most of them are quite regulars in spas with visits ranging in between once to twice in a month. The visits itself represents the regular flow of people in the spas. However, the review of the demands of the spas has shown that almost 43.3% of the majority of the customers are not satisfied with the service received from the spas. The different criterions presented below in the appendix clearly shows the absence of a proper service in the spas. Some of the major findings has pointed out to the negatives. This includes;

Flow Chart Diagram

 More than 75% of the people analysed has expressed negative feelings as they are not greeted on their arrival in the spas

 Customer service effectiveness is not present in the spas with 80% of the people answering negatively to the question

 70% of the people are worried over the hygiene in the organizations

Again 70% of the surveyed people are not satisfied with the communication procedures in the spas and there are serious issues in the customer service satisfaction

This clearly states that there are serious issues in the management of the spas and customers are currently not satisfied with their services. Therefore the management has to ensure the implementation of the of continuous development process and improve upon the mentoring and quality of the business organization.

Conclusion 

The following report has presented a clear and transparent picture of the total spa management process and the different issues has been unique in nature. The presentation of the perspectives related to the quality assurance and presentation of flow chart diagram has enhanced the quality and scope of the project. Apart from this, the survey carried out in addition to all these has helped to gain a primary information. The questionnaire and the survey graphs has been presented below in the appendix section of the assignment.

References and Bibliography

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Denizci Guillet, b. And Kucukusta, d., 2016. Spa Market Segmentation According To Customer Preference. International Journal Of Contemporary Hospitality Management, 28(2), Pp.418-434.

Fraioli, a., Mennuni, g., Fontana, m., Nocchi, s., Ceccarelli, f., Perricone, c. And Serio, a., 2018. Efficacy Of Spa Therapy, Mud-Pack Therapy, Balneotherapy, And Mud-Bath Therapy In The Management Of Knee Osteoarthritis. a Systematic Review. Biomed Research International, 2018.

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Sandria, d.y. And Ibrahim, j.i., 2017. a Standard Operating Procedure Video For Dauni Spa And Beauty House To Standardize Its Therapists’Service Qualities. k@ Ta Kita, 5(1), Pp.34-38.

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Vryoni, s., Bakirtzoglou, p. And Ioannou, p., 2017. Customers'Satisfaction And Service Quality Of Spa Centers In Greece. Acta Kinesiologica, 11(1), Pp.12-18.