We speak to Simon Casson, regional vice president and general manager of the Four Seasons Resort Dubai at Jumeirah Beach and a 2015 Professional Spa & Wellness Convention speaker, about the industry, and the convention
Why was Emotional Engagement: Creating a Culture of Outstanding Guest Service – a topic you wanted to speak on?
Emotional engagement flows from emotional intelligence, and I learned a long time ago that EQ is at the heart of leadership and service. Far more than IQ, technical proficiency or other attributes.
What would you like the audience to take away from this session?
That it is people and humanity that takes a service experience from good to great.
What is the most important role for the global spa and wellness industry? Where can it have the biggest impact?
It’s in the name, wellness. Wellness of mind, body and spirit.
Which industry changes would you like to see in 2015?
I see a need for a focus on energy. We are all stretched and short of energy and spas can play a vital role in this.
What have been the key changes in the industry over the past few years?
The education and development of staff, the emergence of more natural products, a focus on science and technology and the non-invasive medical element of spa.
Why are events such as the Professional Spa & Wellness Convention important for the industry?
Because they connect people, facilitate the exchange of thoughts and ideas and expose you to current trends and new products.
The 2015 Professional Spa & Wellness Convention will be held at the ExCeL London exhibition centre on February 22-23, 2015
For more information, and to book your place, click here