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Arellano University
Pag - asa Street Caniogan, Pasig City
By:
Val Luis G. dela Cruz
Jannah Faye E. Hugo
Ma. Mirasol Andrea A. Malilay
Submitted to;
Ms. Katherine Guevarra
October 22, 2012
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I. Background
The spa market is one of the fastest growing leisure sectors, where societal trends and
aspirations find instant reflection in the developments on both the demand and supply
side. The market is very fragmented, each segment catering for different customer
needs, which continuously change in line with social and lifestyle changes.
It is becoming increasingly clear that although the spa industry is growing dramatically,
there is an increasingly wide divide between the niche, specialist, luxury market and the
mass market with lower-cost, functional facilities for faster turnaround, which also like to
call themselves spas. .
As always, within a rapidly expanding market, there is a danger that the word 'spa' will
become hyped and over-used, but the sophisticated and discerning spa-goers are
already very well informed and will research carefully the facilities, treatments and
services on offer before spending their money. The search for improved well-being is
more and more the driving force behind the spa clients visit.
II. Introduction
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Possible locations: Ortigas Center, Pasig City/Bonifacio High Street, Taguig City
Operating Time: Tranquil Water Spa is open 7 days a week. Monday - Friday, we are
open from 9 AM - 6 PM. Saturdays and Sundays we are open 24 hours.
Tranquil Water Spa is a resort-type spa that offers traditional massage services through
the use of hydrotherapy systems that utilize water jets in order to provide water therapy
to its guests. It is a spacious spa that has 20 unique and fully automated Ultrasonic
Massage System equipped with therapeutic aquatic jets that helps customers with
different health benefits which depends on the type of massage and machine they will
use.
Some water resorts only cater aqua thrills, adventure, and fun while Tranquil Water Spa
offers massage services. Tranquil Water Spa includes day spas, fitness clubs and
gyms, and water resorts as their competitor. Examples are The Spa, Fitness First, and
Splash Island.
Compared to fitness clubs and gyms, we focus on developing health and fitness. We
have different exercise studios, machines and equipment, and personal training.Nevertheless, Tranquil Water Spa focuses on developing overall well-being and
relaxation through a variety of services.
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III. Management and Operational Aspect
Manpower
1. Spa Director
Primary responsibility is to provide leadership, direction and supervision of staff in the
daily operations of the Spa, including, but not limited to, retail, salon, yoga/fitness
programs, and membership program. The Spa Director is to oversee the coordination of
all guests requests, be directly involved in budgeting, forecasting, payroll and
scheduling as well as product inventory and ordering.
Requirements:
College degree or equivalent experience
Accounting and budgeting knowledge
Strong communication skills
Proven leadership qualities
Minimum 3 years of experience in Spa management (at least one year in a
Director level position)
2. Assistant Spa Director
Primary responsibility is to directly assist the Spa Director in providing leadership,
direction and supervision of staff in the daily operations of the Spa. This includes having
the knowledge to Coordinate guest relations as well as answer all inquiries pertaining to
the spa. The Assistant Manager will assist in budgeting, forecasting, payroll and
scheduling as well as product inventory and ordering. Our emphasis is based on caring
and attentive employees who embrace the Companys Mission/Vision Statement and
Core Values.
3. Operation Supervisor
One who will supervise the development and implementation of training programs within
the working unit supervised. Provides supervision and direction to subordinate staff and
coordinates work flow within the major work unit, including distributing work,
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disseminating information, assigning staff to cover for absences, providing technical
assistance, answering questions, and resolving problems within the work unit
supervised.
4. Receptionist
A receptionist is an employee taking an office/administrative support position. The work
is usually performed in a waiting area such as a lobby or office desk of
an organization orbusiness. Business duties of a receptionist may include answering
visitors' inquiries about a company and its products or services, directing visitors to their
destinations, sorting and handing out mail, answering incoming calls on multi-
line telephones .
5. Spa Attendant
The Spa Attendant has overall responsibility for monitoring and cleaning the spa to
include but not limited to, reception area, waiting areas, treatment rooms, storage rooms
and prep area. Incumbent must utilize available resources to provide excellent guest
satisfaction. The Spa Attendant will meet or exceed productivity and cleanliness
standards, taking corrective action as needed to ensure standards are maintained.
Work hours/days vary as dictated by business needs, and may include weekends and
holidays.
Requirements:
Extremely detail oriented.
Possess excellent communication skills.
Friendly, people-oriented, customer driven individual
Ability to multi-task and prioritize effectively
High school diploma or equivalent education required.
http://en.wikipedia.org/wiki/Employeehttp://en.wikipedia.org/wiki/Officehttp://en.wikipedia.org/wiki/Administration_(business)http://en.wikipedia.org/wiki/Waiting_roomhttp://en.wikipedia.org/wiki/Lobby_(room)http://en.wikipedia.org/wiki/Organizationhttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Companyhttp://en.wikipedia.org/wiki/Mailhttp://en.wikipedia.org/wiki/Telephonehttp://en.wikipedia.org/wiki/Telephonehttp://en.wikipedia.org/wiki/Mailhttp://en.wikipedia.org/wiki/Companyhttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Organizationhttp://en.wikipedia.org/wiki/Lobby_(room)http://en.wikipedia.org/wiki/Waiting_roomhttp://en.wikipedia.org/wiki/Administration_(business)http://en.wikipedia.org/wiki/Officehttp://en.wikipedia.org/wiki/Employee8/22/2019 Feasibility - Tranquil Water Spa
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6. Treatment Manager
Investigates, selects, and develops products for an organization, performing the
activities of management. A product manager considers numerous factors such as
intended demographic, the products offered by the competition, and how well the
product fits with the company's business model. Generally, a product manager
manages one or more tangible products. However, the term may be used to describe a
person who manages intangible products, such as music, information, and services.
7. Massage Therapist
The practice of massage therapy is the assessment of the soft tissue and joints of the
body and the treatment and prevention of physical dysfunction and pain of the soft
tissue and joints by manipulation to develop, maintain, rehabilitate or augment physical
function, or relieve pain.
8. Esthetician
One who administers professional facials, waxing services and an array of body
treatments to the clients. They must possess a thorough knowledge of the skin, haveexcellent facial massage and skin extraction techniques, possess excellent cleanliness
and sanitation skills and be willing learn spa specific facial treatment offerings. They
must possess excellent communication skills and be able to learn the product and
service knowledge necessary to effectively provide wellness and beauty solutions to
meet the needs of clients. They must hold and maintain a current state license.
Requirements:
maintain appropriate certification and licensure
possess excellent communication skills
be proficient in various skin care treatment techniques and modalities
have the ability to provide legible communication
have knowledge of physiology
Be familiar with standard concepts, practices, and procedures within a particular
field
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Workflow/Guest Flow
Tranquil Water Spa operates everyday 7days a week. We allow reservations with the
help of our 24/7 customer service and through internet. We make this kind of
reservation to follow our leading competitors and to gain more clients. Easy to reach
and to become a leading water and recreation spa is our main goal.
Guest Flow
To relax, spa guests need to be comfortable. Guests cannot realize relaxing moments
without comfortable experiences. To achieve an atmosphere of wellbeing and
relaxation, guests need to be able to move through the spas touch points smoothly
without long walks, searches, or waiting. Each touch point from Entrance, Check In,
Changing, Pre Treatment Relaxation and Therapist Greeting to Treatment, Post
Treatment Relaxation, Changing and Check out Departure should naturally flow from
one space to the next.
Staff Flow
Most important today than ever before, guests want high value and their grading system
just got harder. The essence of the spa experience is the enjoyment and comfort of
being cared for by spa staff who can deliver superior and timely service. Long after the
glow of the massage or the facial has faded, guests will remember how they were
treated.
Economically, spas are working smarter with tighter reins on staffing levels. So too,
must the facility work smarter. The back of house (BOH) often receives less attention in
a planning process. Work on BOH design and placement should be a primary focus. We
can make the spas hospitality better by strategically planning BOH spaces so staff can
comfortably and effectively perform their jobs. Spa attendants, spa reception staff and
the spas service providers all influence the guest experience touch points. Staff should
be able to quickly access what they need to service the guest so guests at each touch
point dont wait or are cut short of service. Employees are the main amenity of the spa.
When we plan their spaces well and treat their work spaces with dignity, we have a
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happier staff and that means better service to guests. Efficiency and flow of BOH
spaces is high on the list of benefits for the spas owner.
Applying Managing Queues
The first step is to train all of our employees on the importance of exceptional customer
service. Without customers there is no business and without repeat customers there's
no potential for growth or even sustainability. Our employees should be trained to greet
all of the customers with a smile and a helpful attitude. There's nothing worse than
waiting in line only to be serviced by a smug employee.
Once our staffs are trained, we should begin gathering data on the nature of our
demand and our queues. By understanding when our queues form most often, we can
create a staffing plan that meets this demand. We may find most of our customers come
into our company during lunchtime. If this is the case, we would want to stagger our
employee lunch breaks or have break times before or after the peak period.
Efforts should be made to reduce the cycle time per customer. Cycle time can be
viewed in two different ways. First how long does it take for a customer to walk through
the door, wait in line and then complete the transaction. The second way to view
customer cycle time is to take a look at the amount of time it takes to service a customer
once they've reached the teller. By reducing this time, the overall cycle time will be
reduced.
Standardizing our employees work will help move the queue along as well. We will
make sure to understand the nature of their work and take measures to provide them
with everything possible that will make the work more productive.
The best way to understand the employees' jobs and their needs is to ask our
employees. Incorporate them in our efforts. They are the experts at doing their job and
they will have suggestions to improve the situation. Create problem logs to help identify
issues as well. Anytime there is an issue, the employee should jot it down and solutions
can be sought.
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Set realistic goals for cycle time and queue length. By setting realistic targets and
seeking to constantly improve we can reduce our queues and better manage our
customer service. Remember, customers are everything and they don't like waiting in
line. We will make reducing queues a priority in our company.
Strategies to apply
Effective queue management means happier, relaxed customers and greater staff
productivity and that is important to us. To ensure our customers satisfaction
regarding our queue management specifically during their waiting time, Tranquil Water
Spa will be providing some entertainment things such as the use of latest magazines
and newspapers, information boards and posters, sound systems, and of course
providing a television at the lounge or waiting areas. Whenever problem will arise, our
staff will definitely handle the customers needs and explain what is needed to be
explained in a subtle way as soon as possible. We will ensure that our service staff will
pay 100% attention to our customers and services. Well also be having Queuing Kiosk
in our spa. Using a Queuing Kiosk in our waiting room means that the kiosk takes all the
strain of receiving customers (either pre-booked or otherwise) and orders the visitors in
order of appointment or order of arrival. The waiting room queuing software kiosk also
lets visitors know when it is their turn to be served. We will use the single-channel,
multiphase system. Some techniques that will also be helpful when having queuing
problems are to treat the customers as individuals, treat them as we would like to be
treated ourselves, treat them openly and honestly, and communicate with them as soon
as possible.
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IV. Technical Aspect
Machines and Equipment
Jacuzzi - are the most complete and versatile synthesis of shared well-being.
Three exclusive lines are available: Italian Design, Premium and Professional
offer a great choice based on the space available, the type of use and aesthetic
preferences.
Massage Shower - A cosy space full of comforts. Many functions: hydro
massage for the back, the lumbar area and legs, cervical cascade. Electroniccontrol panel, Steam bath and aromatherapy function.
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Sauna and Hammam - is a wellness oasis with a prestigious design, a new
concept that combines a sauna, a hammam and an emotional shower in a single,
moderately-sized space.
Water Tank - a container for storing water.
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Hot Tubs - Large tub or small pool full of heated water and used for
soaking, relaxation, massage, orhydrotherapy. In most cases, they have jets for
massage purposes.
Electric Water Heater - A tank for heating and storing hot water for domestic use.
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Hydro massage Bathtubs - Represents a hydro massage and back massage with
micro rotating jets. Overflow hidden under the rim, ergonomic headrest,
underwater spotlight, perimeter lighting, remote control.
Massage Tables - used by massage therapists to position the client to receive
a massage. Most are manufactured with client comfort and
therapist ergonomics in mind. A typical table has an easily cleaned, heavily
padded surface, and a face cradle that allows the client to breathe easily while
lying face down.
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Floor Plan
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Safety Precautionary Measures
Water balance and sanitizer has to be maintained: Make it a point to ensure that the
water is healthy and free of any form of harmful microorganisms before you actually
enter a spa. This can be done by regularly shocking the water and the maintenance of
the total alkalinity and pH of water for controlling bacteria in the water.
Consumption of Alcohol and Drugs in the spa: It is dangerous taking alcohol and drugs
when in the spa as the hot water tends to amplify the effects of the alcohol and drugs.
This may lead to dangerous consequences. So if you take drugs, consult your doctor for
directions on the right use of prescription drugs in the spa. Instead of taking alcohol,
many people prefer drinking a chilled soft drink, mineral water or juice when relaxing in
the spa.
Precautions for Children and Infants: If children and infants are to enter into a spa, they
have to be introduced slowly so that they have time to adjust to the change of
temperature without any fear or discomfort. Children should never be left unattended in
hot tubs, spas or pools. A few minutes in even a shallow pool or spa is sufficient for a
drowning hazard to take place. Remember, prevention is always better than cure.
Pregnancy and spas: It is not at all advisable for pregnant women to enter a hot tub or
spa without a consultation with their physician.
Dangers of hair entanglement: It is possible for a drowning risk to occur with a bather's
hair getting entangled in a drain cover, when hair and water draws down the drain. This
is why children, or anyone for that matter, should not play with their heads placed
underwater in a spa.
About the Power Cut-off Switch: It is important to install a manual disconnect device for
the spa at a minimum of 5 ft. and a maximum of 15 ft. from the spa, for your safety. Also
make it a point to check local codes.
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Electrical Devices in the spa: For safety reasons, corded phones, TVs, hair dryers,
radios and other electrical devices would not be handled when in spas or pools or when
in contact with water with wet hands or legs. Make sure that all electrical outlets are
located at a safe distance from the spa or hot tub, following local building codes.
Electrical devices should be kept away from the water, and never on the edge of the
spa. This is because if an electrical appliance falls into the water, or is touched by a wet
person, possible electrocution results.
Importance of Safety Rails & Steps: Spa steps and handrails are required for help when
getting in and out of hot tubs with wet and slippery feet. With a towel bar, you can
ensure that dry towels are available for feet and hands. For added safety, you could
have a non-skid surface around the parameter of the spa. To avoid accidents with
broken glass, snacks and drinks can be served in plastic containers when in the spa.
There should be adequate lighting at ground level, at night time.
Benefits of a Tub Together: Adults soaking together are always a wiser and more
entertaining option in a spa. This is because with one or more partners, you are sure
someone is there if you have a problem in the spa. Of course, children should always
be accompanied when in the spa.
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V. Financial Aspect
Start-up Capital: Twenty Million Pesos (P20, 000,000.00)
POSITIONS SALARIES
NO. OF
EMPLOYEES TOTAL
Spa Director 25,000.00 1 25,000.00
Assistant Spa Director 20,000.00 1 20,000.00
Operation Supervisor 18,000.00 2 36,000.00
Receptionist 15,000.00 3 45,000.00
Spa Attendant 13,000.00 6 78,000.00
Treatment Manager 20,000.00 1 20,000.00
Massage Therapist 13,000.00 6 78,000.00
Esthetician 13,000.00 3 39,000.00
TOTAL: 341,000.00
MACHINES & EQUIPMENT QUANTITY COST TOTAL
Jacuzzi 3 320,000 960, 000.00
Massage Shower 24 10,500 252, 000.00
Sauna and Hammam 6 27,960 167, 760.00
Water Tank 2 365,000 730, 000.00
Hot Tubs 3 235,790 707, 370.00
Electric Water Heater 2 23,999 47, 998.00
Hydro massage Bathtubs 6 63,000 378, 000.00
Massage Tables 12 4,620 55, 440.00
Other Tools & Equipment 1 350, 000.00
TOTAL: 3, 648, 568.00
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OTHER EXPENSES:
FACILITY COST
Landscaping 300,000
In House Maintenance 1,000,000
Insurance 500,000
Permits 100,000
Spa Maintenance 200,000
Outsourced Maintenance 100,000
Total: 2,200,000
UTILITIES COST
Water 2,000,000
Electric 1,500,000
Gas 500,000
Cable 100,000
Waste Disposal 100,000
Sewage 100,000
Total: 4,300,000
OTHER SUPPLIES COST
Food 200,000
Beverages 200,000
Dining Supplies 50,000
Cleaning Supplies 50,000
Office Supplies 50,000Fitness Equipment 150,000
Spa Supplies 500,000
Total: 1,200,000
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MARKETING COST
Magazine Ads 300,000
TV Ads 400,000
Blimps 100,000
Billboards 200,000
Posters 100,000
Flyers 100,000
Website 100,000
Brochures 200,000
Radio Ads 200,000
Sponsorships 25,000
Total: 1,725,000
CONTINGENCY COST
Public Safety 50,000
Liability Insurance 100,000
Natural Disaster Fund 100,000
Emergency Fund 100,000
Unseen Costs 100,000
Total: 450,000
MEMBERSHIP COST
Fitness Membership 500,000
Spa Membership 500,000
Total: 1,000,000
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ALL EXPENSES
(summarized)
Salaries 341, 000.00
Machines & Equipment 3, 648, 568.00
Facility 2, 200, 000.00
Utilities 4, 300, 000.00
Marketing 1, 725, 000.00
Other Supplies 1, 200, 000.00
Contingency 450, 000.00
Membership 1, 000, 000.00
OVERALL TOTAL: P14, 864, 568.00
VI. Marketing Aspect
Water spa is a new attraction in terms of pampering ourselves. Water spa is not just any
ordinary resort or spa offering in the metro as of today. We develop, enhance and level
up the resort into a more relaxing and enjoyable place. Massage, hydroelectric
swimming pools, Jacuzzis, massage shower and sauna bath to name few is the new
addition in water spa world. Top of the line machines and equipment put all together in
one special place Tranquil Water Spa.
We will write a press release about our new spa and create a press kit and send to
important local and national media. We will be calling the editors to see how they can
help them with your expertise. Plan the event. We come up with a party concept that
would communicate what we are up to. More important editors may prefer a one on
one visit. It is good to know the media and inviting them to our spa is a good way to
start to know them. I think we are only new, thats why we should take advantage of
that and get all the free publicity that you can.
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Marketing strategies to be used:
Business Incentive Firms: Contact companies who offer their Fortune 500
clients spa stays as an incentive for sales achievement and management perks.
Direct Contact and Business Presentation: Large companies could be
contacted and presentations made to senior executives responsible for creating
programs for their employees
Direct Mail Program: Purchase mailing list based on defined demographics and
leads developed through advertising and networking with related industries.
Media/Celebrity Trade-Out: Offer frequent trades with editors and magazine
writers in exchange for products, or spa treatments.
TV & Radio Reviews: Offer complimentary massages to staff and explain
treatments and services.
Referral and Customer Loyalty Programs: Offer special discounts on future
spa visits for each new client that is referred. A repeat guest can earn a free spa
treatment.
Press Kit & Marketing Materials: Prepare a press kit and press releases during
the pre-opening phase of the spa. Corporate travel incentive firms, fitness clubs,
private industry, concierge groups, hotels are mailed in response to prospective
guest inquiries. Information on location, services, products, spas, etc. Press
releases, media campaign, collateral material layout and production schedules.
General Market Brochure: Feature the specific services and products offered.
Logo and identity graphics should also include letterhead, envelopes, business
cards, reservation package press kit insets, newsletters, special events
announcements, etc.
Newsletter: Newsletter which will feature upcoming events promotions, specials,
etc.
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Follow-up Telephone Calls: Each client of the spa will receive a telephone call
shortly after their visit to the spa.
Client Profile Records: Computer data sheets on all clients and prospective
clients for the spa will be maintained.