Spa Insider

Universal Companies

Welcome to Spa Insider, the podcast for spa professionals who want to grow, connect, and thrive. Hosted by Universal Companies—trusted by spas from the Ritz-Carlton to independent practitioners—we share tips, tools, and expert advice to support your day-to-day and long-term success. Whether you’re new or seasoned, you’ll find helpful insights in every episode.

  1. 2d ago

    Building an Esthetics Career that Stands Out with Joanne Berry

    What happens after esthetics school? That was one of the biggest themes in my conversation with Joanne Berry, founder of Wellness Education Hub. Joanne trained in the UK, where her education included both aesthetics and massage, and she has spent more than three decades teaching spa professionals around the world. In our conversation, she talked about the very real gaps that can exist when students graduate from shorter licensing programs in the U.S. and what educators can do to help fill them. We also got into something Joanne feels strongly about: finding your lane.Instead of trying to become good at everything, she encourages practitioners to figure out what they’re naturally drawn to, then keep building the skills that make them better in that area. For Joanne, that has meant everything from massage and lymphatic drainage to oncology esthetics, aromatherapy, and menopause skin health.We also talk about mentorship, how to find trustworthy education once you leave school, and why TikTok probably shouldn’t be your only source of professional advice. If you’re an esthetician, massage therapist, educator, or spa leader, there’s a lot in this conversation about how we can better prepare the next generation and keep getting better ourselves.

  2. Aug 10

    From Story to Strategy: Building a Business People Believe In with Patrick Huey

    Every business has a story, but the strongest ones do more than tell it. They bring it to life through their culture, decisions, leadership, and the experiences they create for both employees and guests. In this episode of Spa Insider, John Cowan sits down with Patrick Huey, Director of Operations, Global Wellbeing at Hyatt Hotels Corporation, and creator and host of At the Podium, to explore the role story plays in building an authentic and enduring business. Patrick explains why your story is not something you manufacture for marketing. It begins with why you started, the problem you wanted to solve, and what continues to drive you. He also shares why that story must be supported by evidence, reflected in daily operations, and strong enough to guide the business through changing trends. Together, they discuss: How to uncover the real story behind your businessWhy purpose matters to both employees and guestsHow story shapes culture and creates emotional connectionWhy authenticity must extend beyond marketingHow to evaluate trends without losing your identityWhy feedback is more valuable than chasing perfectionWhy strong stories still need evidence and resultsPatrick also shares how his background as an actor shaped his understanding of the human condition, what motivates people, and how meaningful stories take shape. This conversation is an important reminder that the businesses people believe in are often the ones that know who they are, stay true to it, and make that purpose visible in everything they do.

  3. Jul 28

    From Good to Forbes Five Star: Your Guide to Creating Standout Spa Experiences

    Great service is expected. The real question is what makes your spa meaningfully different. In this episode, John Cowan speaks with Catherine Warren, Vice President at Arch Amenities Group, who oversees Forbes Five-Star training across more than 80 luxury spa properties. Catherine breaks down what exceptional service looks like beyond the checklist, from personalization and anticipatory care to luxury language, team presentation, brand consistency, and the operational details guests may never consciously notice but still experience. She also shares practical ways resort spas, day spas, and independent professionals can raise their standards without relying on a larger budget. The conversation explores how to coach teams in real time, create a more seamless guest journey, hire people with a natural instinct for service, and build a culture that is genuinely centered around the guest. You’ll learn: What truly sets exceptional spas apartHow anticipatory service works in practiceWhy personalization and name usage matterWhich service touchpoints spas commonly overlookHow to ensure the experience reflects your brandWhere to begin when training your teamWhy some of the most impactful improvements cost nothingHow a guest-centric culture strengthens the entire spa experienceA practical and thoughtful conversation for spa owners, directors, therapists, estheticians, and hospitality leaders who want to create an experience that feels intentional, distinctive, and genuinely caring.

  4. Jul 20

    From Nurse to CEO: A Caregiver's Approach to Hospitality with Michael Tompkins

    When I first started researching Michael Tompkins, I couldn't stop reading. His career has taken him from registered nurse to massage therapist, from helping shape Canyon Ranch's approach to health and wellness to serving as CEO of Miraval Resorts, Chairman of the International Spa Association (ISPA), and now General Manager of The Inn at Little Washington. Yet despite leading some of the most respected organizations in hospitality, one thing has remained constant throughout his career: a deep commitment to caring for people. That became the heart of our conversation. We explore what nursing taught Michael about leadership, why creating extraordinary guest experiences begins with creating an extraordinary employee experience, and how trust, empathy, and psychological safety shape the culture of an organization. Along the way, Michael shares practical leadership lessons that every hospitality professional can apply—from empowering employees to make decisions, to creating an environment where people feel safe to learn, grow, and genuinely care for others. In this episode, we discuss: Michael's journey from nursing to luxury hospitality leadershipWhy employee experience directly influences guest experienceHow to create cultures built on trust, empathy, and accountabilityWhy empowering employees leads to better serviceThe importance of knowing the people behind every roleWhy great leaders train their replacementLeadership lessons from Canyon Ranch, Miraval Resorts, ISPA, and The Inn at Little WashingtonThis conversation reminded me that the best hospitality isn't created by policies or procedures, it's created by people who feel supported enough to care for others. I hope you enjoy this conversation as much as I did. Subscribe to Spa Insider for more conversations with the leaders shaping spa, wellness, and hospitality.

  5. Jul 14

    The Psychology Behind Extraordinary Spa Experiences with Jeremy McCarthy

    In this episode of Spa Insider, John sits down with Jeremy McCarthy, CEO of Leisure Alchemy, former Group Director of Spa & Wellness at Mandarin Oriental Hotel Group, and author of The Psychology of Spas & Wellbeing, to explore the science behind exceptional guest experiences. Drawing on decades of leadership in luxury hospitality and a master's degree in Applied Positive Psychology from the University of Pennsylvania, Jeremy explains why the most memorable spa experiences aren't accidental—they're intentionally designed around how people think, feel, and remember. In this conversation, you'll learn: Why spa is first and foremost a psychological experienceHow small details can dramatically influence guest perception and perceived valueThe guest journey mistakes many spas unknowingly makePractical ways to create experiences guests remember long after they leaveThe career-defining conversation that changed Jeremy's perspective on innovation and guest experienceWhether you're a spa owner, hospitality leader, therapist, or simply passionate about creating meaningful experiences, this episode will challenge the way you think about service, wellness, and human connection.

  6. Jul 7

    What Great Spa Leaders Do Differently with Ginger McLean

    What separates an exceptional spa from an average one? In this episode of Spa Insider, John Cowan sits down with Ginger McLean, Executive Director of Spa & Wellness at Revival Spa at Renault Winery Resort, to explore the leadership principles behind unforgettable guest experiences and high-performing spa teams. With more than 25 years of hospitality leadership experience, Ginger shares practical insights on building strong teams, creating brand loyalty through consistency, and why investing in your people is one of the most effective ways to improve both the guest experience and business performance. You'll also discover Ginger's leadership philosophy of cross empathy, an approach that encourages team members to experience different areas of the business firsthand, creating stronger collaboration, better communication, and more confident employees. In this episode, you'll learn: Leadership lessons from more than 25 years in hospitalityWhy exceptional spas are built from the inside outWhy consistency is the foundation of brand loyaltyHow cross empathy improves both team performance and the guest experiencePractical ways to build stronger teams and better guest experiences Whether you're a spa owner, operator, manager, or hospitality leader, this episode is filled with timeless leadership insights you can put into practice immediately.

  7. Jun 29

    Know Your Purpose: Timeless Lessons for Today's Spas with Mary Bemis

    In this episode of Spa Insider, host John Cowan sits down with Mary Bemis, founder of Insider's Guide to Spas, co-founder of Organic Spa Magazine, and the launch editor of American Spa Magazine. Having spent nearly three decades documenting the evolution of the spa industry, Mary offers a thoughtful perspective on where spa has been, where it's headed, and why its most important principles remain unchanged. Together, John and Mary explore the future of day spas, the rise of longevity and biohacking, and why businesses don't need to chase every trend to remain successful. Mary shares why she believes spas should focus on their strengths, become an integral part of their communities, and stay true to the purpose that made them successful in the first place.In this episode, you'll learn: - Why the most successful spas know exactly who they are and who they serve - How to evaluate new wellness trends without losing your identity- The role of day spas in the future of wellness - Why simpler spa menus often create better guest experiences - The timeless foundations of spa, including touch, nature, beauty, movement, community, and self-care - How understanding your mission can shape every business decision you make Whether you're a spa owner, spa director, esthetician, wellness entrepreneur, or hospitality leader, this conversation is a reminder that while trends come and go, authentic guest experiences and human connection never go out of style. Subscribe for weekly conversations with the leaders shaping the future of spa, wellness, and hospitality. #SpaIndustry #SpaLeadership #WellnessBusiness #DaySpa #GuestExperience #SpaManagement

  8. Jun 23

    The Hidden Profit Opportunities Most Spas Miss with Frank Pitsikalis

    Are spas leaving money on the table without realizing it? In this episode of Spa Insider, host John Cowan sits down with Frank Pitsikalis, CMO and SVP of Product Strategy at Agilysys and founder of ResortSuite and to explore the hidden opportunities that can dramatically improve spa profitability, guest experience, and operational performance. Drawing from decades of experience and insights gained from working with thousands of spas, Frank explains why spas should think more strategically about how they manage their most valuable asset: time. He introduces concepts such as dynamic availability, dynamic pricing, and revenue management, and shares real-world examples of how simple scheduling changes can significantly increase profitability without adding treatment rooms, staff, or guests. Frank also discusses how technology, AI, and self-service booking tools are reshaping the guest journey, reducing friction, and helping spa teams focus more on hospitality and less on administration. Throughout the conversation, Frank shares practical insights on: • Revenue management and dynamic availability • Increasing profitability through smarter scheduling • Reducing schedule gaps and unused appointment time • Dynamic pricing in spa and hospitality • Measuring profit-per-minute and revenue-per-staff-hour • Retail, upgrades, and ancillary revenue opportunities • The role of technology and AI in guest experience • Creating frictionless booking experiences • Leadership lessons from his mentors Whether you're a spa owner, director, operator, therapist, wellness professional, or hospitality leader, this episode is packed with actionable ideas that can help you improve performance and unlock hidden opportunities within your business. Subscribe for weekly conversations with leaders shaping the future of spa, wellness, and hospitality. #SpaManagement #SpaLeadership #SpaBusiness #RevenueManagement #GuestExperience #Hospitality

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Ratings & Reviews

5
out of 5
2 Ratings

About

Welcome to Spa Insider, the podcast for spa professionals who want to grow, connect, and thrive. Hosted by Universal Companies—trusted by spas from the Ritz-Carlton to independent practitioners—we share tips, tools, and expert advice to support your day-to-day and long-term success. Whether you’re new or seasoned, you’ll find helpful insights in every episode.

Information

  • Creator
    Universal Companies
  • Years Active
    2025 - 2026
  • Episodes
    18
  • Rating
    Clean
  • Copyright
    © Universal Companies
  • Show Website
    Spa Insider

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