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Lesson details

A guest experience is so much more than the specific spa treatment they receive. It is an entire journey - starting from the moment they walk through the door to the moment they leave. In this online lesson about the luxury spa guest journey, Karen Coetzee will explain the importance of the guest journey and how you can identify all the steps in the journey so you can deliver a personalized experience for all your guests.

What you'll learn in this lesson, The luxury spa guest journey

  • The importance of personal connection and emotional engagement in the guest experience
  • The significance of a Guest Journey in shaping the overall guest experience, emphasizing the impact of emotions on guest satisfaction.
  • How to map the guest journey by creating a comprehensive list of touchpoints, interactions, and personalized steps for each stage of the journey

Who the Luxury spa and wellness guest services course is for

The Luxury spa and wellness guest services online course is aimed at beginners and spa professionals looking to enhance every moment of the spa experience for their guests.


Karen Coetzee

Karen Coetzee, has over 22 years of experience in the luxury spa industry, and has risen from a Spa Therapist at the age of 18 to become the Regional Director of Spa for Rixos Hotels Egypt. She has won numerous accolades such as GCC Spa Leader of the Year and contributed to multiple award-winning spas.

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