HOS302A Assessment 1: Resort and Spa Management Essay

This essay provides a comprehensive overview of the resort and spa industry, focusing on the Australian context. It delves into the history and development of the sector, highlighting key players and influencers, such as The Lyall Spa and Gaia Retreat and Spa. The essay examines the current paradigm, including trends like expertise of therapists, architectural wellness, and preventive health measures. It also analyzes customer expectations, emphasizing the importance of personalized services, wellness programs, and green practices. The essay concludes by summarizing the growth of the industry and the significance of meeting customer needs for long-term success, emphasizing factors like relaxation, inner peace, and the use of modern technologies and body therapies. The essay also covers the major players, current trends, and customer expectations within the resort and spa industry in Australia.

Running Head: RESORT AND SPA MANAGEMENT 0
resort and spa management
JULY 7, 2018

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Contents
Introduction................................................................................................2
History and development of the Resort & Spa industry.............................2
Major players and influencers....................................................................4
Current paradigm........................................................................................5
Customer expectations............................................................................7
Conclusion..................................................................................................8
References................................................................................................9

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Introduction
The resort industry is one of the significant sectors of the Australian economy and it
includes the hotels that have more than 15 rooms and various other facilities. It is central to
creating entertainment to the millions of people and visitors. There may be as many as 6,807
hotels in Australia, and most hotels are relatively small businesses, which employs people
between ‘0 to 30’. Spa consists of the resorts, which provides therapeutic baths, or the resort
having mineral springs and they are a part of the wellness industry. The hotels and resorts
include spa and wellness, and are the establishments that have the permission to operate a
public bar, and accommodating on room basis other facilities. The revenue earned in the
hotels in Australia from the sale of alcoholic beverages and other hotels with the gambling
activities. The spa resorts need to emphasise on the benefits, focussing on providing them
enough knowledge about the health, wellness, and relaxation to the customers. Thus,
Australia is likely to emerge as the leading player in the spa tourism market (IBIS world,
2018).
History and development of the Resort & Spa industry
Health and wellness remains a key focus on the Australian customers and the industry
in this sector includes products such as five and four star accommodation, other
accommodations, and beverages. Three of Australia’s premier resort spas are located in the
tropical north Queensland. Spas use a wide range of nourishing oils, cleaning agents and
detoxification elements. According to the intelligent spas, the profile of the spa industry in
Australia from the year 2002-2007, the approximate spas were 506 in 2006. In addition,
according to this report, the spas has increased by 68%, from 300 to 503 in the year 2006.

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Then followed by 36%, in different locations within the time-period of 2002-2004 and the
industry employed 3,100 people. In addition, the major spas in Australia are located in the
eastern part of the country; the three largest states in spas are New South Wales (30%),
Queensland (27%), and Victoria (24%). The increasing numbers in the spas clearly represents
that there is a growth in the spa industry. The figure of 2.4 million-spa visit between the years
July2002 to June2003according to the report depicts the growth of 17.5% (Health and
Fitness, 2018).
The research identifies 590 suppliers of the health and the wellness tourism services
that consist of 262 day-spas, 201 spa resorts/hotels, 28 lifestyle retreats, and 84 spiritual
retreats. Despite the development of the resort and spa in Australia, there have been certain
challenges; according to Victoria Tourism, wellness in the country’s industry provides
training to deliver a professionalised services to their customers. The development in the
industry in Australia is mainly emphasised by the objective to deliver effective spa treatments
to their customers, the spa industry is focused towards the personalized spa therapies and
other services. The development in terms of the customer satisfaction is one of the vital
factors leading to the success (Smith & Puczko, 2018). .
There are certain associations in Australia with direct or indirect tie-ups with the spa
industry; Australasian Spa Association is the body, which represents the members of the
wellness industry, fostering the growth professionalism and awareness to the industry.
Massage association of Australia, Australian association of Massage therapist, Australian
Natural therapists Association. There is an involvement of the tourism in the spa industry and
the survey reported the 78% of the spa visits are from the female customers (Hannah
Wilkinson, 2016).

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Major players and influencers
As mentioned in the above discussion, the growth and development has been a
significant factor in the success of the resort and spa industry of Australia over past few
decades. Thus, certain players or competitors have emerged in the industry, which poses a
competitive threat on the major resorts. Australia is known for the lavish hotel spas,
providing luxurious services to their customers. Some of the players in the industry can be
The Lyall Spa, which is an excellent option for the celebrities and one of the popular spa with
eight treatment rooms, with hydrotherapy, pedicures and manicures (Chapman, 2018).
The Balinese Retreat, here treatments are inspired from various parts of the Asia-
Japanese bathing rituals, Moroccan hand therapies and others. It provides one of the most
relaxing private hot mineral springs, well known for the stay of couples. Salus Spa at the
Lake House is state-of-the-art spa (Luxury Lodges of Australia, 2018).
Gaia Retreat and Spa has been established as Australia most awarded boutique
lifestyle retreat giving complete freedom to make choice and flexibility to receive one’s own
kind of services or tailored services and also known as ‘Healing heartland of Australia
(Travel Insider, 2018). The retreat provides a relaxation or relief from the stresses and
problems of modern life.
The major influencers that affect the decision making of the people to avail the
services include Gaia Retreat and Spa, Botanica Day Spa at Australia, The Byron at Byron
Resort & Spa that provides site-specific treatments such as the ‘rainforest respite and
botanical facials’, The Darling Spa, The Star, NSW (New south wales). The leading spa
resorts in the Australia comprise of few names such as Surfers Paradise, a resort on the
Queensland’s Gold coast in eastern Australia well known for the high-rise skyline and the
beach (Truman, 2017). It has high-rise apartment buildings and shopping areas. Surfers

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Paradise is known for the warm climate throughput the year that distinguishes it from the
other spa resorts in terms of the climate and environment. Other major player in the resort
and spa industry includes Hunter’s Valley, one of the oldest wine region of Australia, just a
two-hour drive north of Sydney. For calmness and breath-taking experiences, restorative spa
treatments, is the resort and Spa named Lilanfels, which is located adjacent to the Three
Sisters rock formation in the Blue Mountains (Trip advisor, 2018).
(Source: trip advisor, 2018)
Current paradigm
The success of the resorts and spas in the Australia has been focusing towards the
fulfilment of the requirements of the people and as today’s spas are becoming more advanced
and demanding, they require life-changing and other learning experiences. In addition,
improved state of retreat can improve the bad habits, replacing them with healthy eating
habits, practicing yoga, meditation, avoiding junk food, and taking enough sleep. The current

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trends or changes in the hospitality industry can be made in order to achieve greater customer
satisfaction (Hospitality net, 2018).
Some of the trends which represents the current scenario can be described a follows
as, Expertise of the Therapists and many others. The experts provide services, by ensuring
their all-time availability, catering to the various health needs. The therapists give treatments
repeatedly and then develop into practitioners who naturally treat each body giving those
tailored services who want to specialise in deeper healing of the spa world (Signature luxury
travel, 2018). The next is, ‘Architectural Wellness’, one of the most essential trend being
observed in the wellness industry, is the ‘wellness architecture’ which reshapes the luxury
travel sector in the industry, focusing on providing spaces which are not only structurally
beautiful, but also give them comfort.
‘Preventive measures for health eliminating diseases’ describes that there are many
preventable diseases, which become a reason approximately for the pre-mature deaths, which
can be treated well on time. As people are becoming more aware and conscious of their
unhealthy eating habits, resulting into the possibilities of increasing risks related to the health
such as diabetes, cancers of various types, heart diseases led to the establishments of changes
in the spas. In addition, the uniqueness of the certified thermal mud serves the purpose of
giving effective treatment and prevention of vital diseases. It is a living resource or an ancient
medicine that allows the experts to treat with the non-invasive methods. The use of the
thermal mud is also known as promoting the natural medication in the spa industry (Visits
Nsw, 2018).
There has been a shift in the spa treatments over the fifty years and change in
preference of the travellers and spa visitors. There have been traditional spa services
consisting of massage, facials, body therapies, and manicures and pedicures. In addition, the

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services were available for females only but now males and children can also avail the
services. Use of steam machines, new technologies, which saves their time and provide
effective services. For the prevention of spots and anti-ageing, they focused on providing
treatment with general exfoliation allowing the regeneration serum to seep the every pore of
the body (Caradonna, 2018).
Customer expectations
Understanding the customers or the frequent spa visitors is crucial to the success of
the hospitality industry. Therefore there are varied and numerous expectations of the
customers that needs to be fulfilled. The spa treatments are necessary as the food. A large
number of spas now offer cooking classes and cuisine harvested from organic farm. A range
of healthy diet at spa retreats around the world, from which clients decide whether they want
to pursue Ayurveda, or Macrobiotic. With the growth of the spas in the resort and wellness
sector, it has become essential to achieve maximum customer perceptions through fulfilling
their expectations. The experts at the spas can cater to their expectations by focusing on
enhancing the effectiveness of varied services (Lagrosen & Lagrosen, 2016).
As food, a source of healing they can work on developing a menu mentioning all
healthy meals so that they can inform their clients, ensuring their wellbeing. People are
conscious about their prolonged health, so emphasis should be on formulating methods to
preventative ageing and increasing longevity. Introduction of the wellness programmes such
as digestive health, sleep, distress, weight management and certain fitness services should be
an option. Healthy choices for the client to lose or gain weight, cleanse, and personalised
diets must be offered. They can start new exercise class, from surfboard yoga to underwater
cycling for example, a new spa treatment, a different style of yoga or meditation but in a
challenging manner (Euro monitor, 2018).

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Few wellness programmes that need to develop in terms of other operational
processes also such as destination spas, through which they need to focus on a comprehensive
effort to help their clients regain inner peace. Therefore, the expectations of the customers
relate to the relaxation, inner-peace, and stress free. The other requirements can be the
demands and expectations for the adoption of green practices. Treatments such as massage
and acupuncture balance healing the body, calming the mind and the spirit and other energy
healing activities such as Reiki, which refresh and activate the energy systems of the body.
Amongst all, Structural massage is becoming more specific to fitness tailored services to the
every individual (Hudson, Thal, Cárdenas, & Meng, 2017).
Conclusion
To conclude the above discussion, it can be stated that the resort and spa industry in
Australia has grown significantly over years. The success of the hospitality industry mainly
depends on the fulfilment of the needs and expectations of their customers in the long run.
The spas at different locations in the Australia provided healing, inner peace, relaxation and
health benefits to their visitors at large. In addition, introducing the use of modern
technologies and other body therapies, which led to the development of the resort and spa
industry. Focusing on giving the expert advice, architectural wellness, ensuring about fitness
and effective healthy eating habits has been a well-known practice. The Australian’s resorts
and spas that provide detox services, making their customers relieved from their stress, used
specialised wellness and spa treatments. Wellness is associated with the relaxation and health,
and the main relaxation of any guest is to fulfil his or her stay is the hospitality, comfort, a
homely ambiance with all the necessary facilities that reduces levels of anxiety, satisfying
needs for caring and nurturing touch, and other emotional benefits. Thus, resort spas must be
developed and given greater importance at every place, enhancing the customer satisfaction.

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References
Caradonna. (2018). The Meeting of Nature and Nurture. Retrieved from:
https://www.caradonna.com/wellness/spa-and-wellness/spa-and-wellness-australia
Chapman, J. (2018). Green retreats and a spot of oil. Retrieved from:
http://www.smarttravelasia.com/AustraliaSpas.htm
Euro monitor. (2018). Health and Wellness in Australia. Retrieved from:
http://www.euromonitor.com/health-and-wellness-in-australia/report
Gaia retreat. (2018). Gaia Retreat & spa. Retrieved from: https://gaiaretreat.com.au/
Hannah Wilkinson. (2016). The Australia Report: Wellness Trends, Growth, and Market
Opportunities. Retrieved from: https://www.welltodoglobal.com/the-australia-report-
wellness-trends-growth-and-market-opportunities/
Health and Fitness. (2018). Holiday types. Retrieved from:
https://www.healthandfitnesstravel.com/holiday-types
Hospitality net. (2018). What’s next for Hotel and Resort Spa. Retrieved from:
https://www.hospitalitynet.org/opinion/4078159.html
Hudson, S., Thal, K., Cárdenas, D., & Meng, F. (2017). Wellness tourism: stress alleviation
or indulging healthful habits? International Journal of Culture, Tourism and
Hospitality Research, 11(1), 35-52.
IBIS world. (2018). Hotels and Resorts - Australia Market Research Report. Retrieved from:
https://www.ibisworld.com.au/industry-trends/market-research-reports/
accommodation-food-services/hotels-resorts.html
Lagrosen, Y., & Lagrosen, S. (2016). Customer perceptions of quality–a study in the SPA
industry. European Business Review, 28(6), 657-675.
Luxury Lodges of Australia. (2018). Spa and Relaxation. Retrieved from:
https://luxurylodgesofaustralia.com.au/experiences/spa-and-relaxation/
Signature luxury travel. (2018). New directions. Retrieved from:
https://www.signatureluxurytravel.com.au/new-directions/

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Smith, M., & Puczko, L. (2014). Health, Tourism and Hospitality: Spas, Wellness, and
Medical Travel. (2nd ed.). United Kingdom: Routledge.
Travel Insider. (2018). 10 Luxe Wellness Retreats in Australia. Retrieved from:
http://travelinsider.qantas.com.au/experiences/stay-fit-and-relax/10-luxe-wellness-
retreats-in-australia
Trip advisor. (2018). Surfers Paradise, Australia. Retrieved from:
https://www.tripadvisor.in/Tourism-g255072-
Surfers_Paradise_Gold_Coast_Queensland-Vacations.html
Truman, I. (2017). The Best, Most Luxurious Hotel Spas in Australia. Retrieved from:
https://www.harpersbazaar.com.au/travel/best-most-luxurious-hotel-spas-australia-
8525
Visits Nsw. (2018). Spas and Wellbeing. Retrieved from: https://www.visitnsw.com/things-
to-do/luxury/spas-and-wellbeing