Emma Roberts on her Role as Spa Manager at Inside Spa

Emma Roberts

Job Title: Spa Manager

Years Experience: 9

Age: 26


NVQ level 2/3, IIHHT Diploma in Aromatherapy, IIHHT Diploma in Reflexology, IHBC Diploma in Fashion and photographic make-up, IHBC Diploma in Epilation, Clean and Easy Waxing, Jessica Nail, Art Deco make-up, Slendertone Professional, Susan Molyneux Fabulous Facials level 1 & 2, Ionithermie, La Therapie, Elemis Aromapure face and Body Treatment, Elemis Aroma Spa, Elemis Phase 1 & 2, Elemis Aromastone, Thalgo face and body, Thalgo sea and senses marine hot stones, Peron Rigot Wax. Susan Posnik make-up, NPLQ lifeguard training


Q. What were you doing before you joined Inside Spa?

I started my career working in a high street salon in Settle, North Yorkshire. I worked there for two years after leaving college and had built up an excellent client base.

I then donned my sea legs and went to work for Steiner aboard cruise liners for 4 ½ years. It was a fabulous experience, I would recommend it to anyone. I started out as a therapist and then worked my way up to Senior Therapist, Assistant Manager and finally had the privilege of managing three ships.

Before joining the Inside Spa team I was Assistant Manager at Center Parcs Aqua Sana, Whinfell Forest, Cumbria. It was a fantastic opportunity to merge from shipboard to land management. My role consisted of managing all aspects of the beauty therapy and hairdressing departments.

I had a total of 38 Therapists, 3 Hairstylists and 5 Senior Therapists that reported directly to me.

Q. What attracted you to the position at Inside Spa?

Having always worked in the private sector, I thought this would be a great challenge. I thought the concept of being able to offer a high class Spa experience at lower prices was a great opportunity to be able to educate the general public about the Spa world.

Q. What is unique about Inside Spa?

Inside Spa is the first public sector Spa in the UK to be run as a partnership with our partners, Alliance Leisure. Inside Spa is a five star facility at truly accessible prices; we have provided the bench mark of public sector Spas in the UK.

Q. How has it been received by the general public?

We have had fantastic feedback. The perception is with being a Trust run Spa, the standards will not be as high. For this reason we are constantly going the extra mile to maintain the standards you would expect to find in any 5 star facility. People cannot believe the value for money the Spa experience provides.

Q. What do you love about your job?

Where do I start....! I am truly passionate about the Spa industry. We have an opportunity to touch people's lives. We can create a place where they can escape the stress of everyday life. As a therapist being able to make a difference in a client's life, there is no greater reward!

I enjoy the buzz of seeing a new or existing business grow financially and building a strong robust client base.

The team is always a great reward. Watching a therapist gain experience and grow in confidence is a great privilege. As a manager it's great to be able to give them the tools to progress in their career, to achieve their own personal and professional goals.

Q. What qualities make for a good spa therapist?

Passion for the job. Being able to treat each client as an individual and create the perfect experience for them.

Q. What are the biggest challenges you face as a manager of a large team?

Team moral. Negativity spreads like wildfire. If your team is happy, content and has a clear set of goals to work towards it will have a massive effect on your business. The guests will enjoy their treatments more, are more likely to rebook and will spread the word about the fantastic experience they had!

Q. What are the advantages of working in the wellness Industry?

Being able to educate clients to help them improve their lives.

Q. Is there anything that frustrates you about the wellness industry?

I try not to get frustrated and always look at the positive side!

Q. What would you like to see happening with Spa?

I would like to see 'Spa' become part everyday lifestyle. The health benefits are phenomenal. That is one of the most rewarding aspects of working at Inside Spa, we are making the Spa market accessible to more people.

Q. What are your aspirations for the future?

In the future I would like to manage a larger day/destination Spa, Operation Manager and then Spa Consultancy.

Q. What advice would you give for people wanting to work in the spa industry?

It's a service industry so you have to have the desire to serve people. Have a passion for therapy and being to create a fantastic experience.

You need to work hard, never sell yourself short. Keep yourself well presented and smile!!


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