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. 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.

  2. 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.

  3. 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.

  4. 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

  5. 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

  6. Jun 15

    Making Wellness More Inclusive with Jean-Guy de Gabriac

    What does it mean to create wellness for all? We explored that question on this episode with Jean-Guy de Gabriac, founder of World Wellness Weekend, who shares his vision for making wellness more accessible, inclusive, and impactful for people around the world. Jean-Guy explains how World Wellness Weekend has grown into a global movement spanning more than 11,000 venues and 20,000 activities, all centered around the belief that wellness should extend beyond paying guests to support employees, local communities, and those who may not otherwise have access to wellness experiences. He discusses the importance of social connection, breaking down stereotypes around age and ability, and why wellness professionals have an opportunity to positively impact lives far beyond the treatment room. Throughout the conversation, Jean-Guy shares insights on emerging wellness trends, the rise of social wellness, the role of emotional intelligence in an increasingly AI-driven world, and the simple yet powerful idea that while we may touch skin, our true purpose is to touch lives. He also offers practical advice for spa, wellness, and hospitality businesses looking to participate in World Wellness Weekend and expand their visibility through the global Wellness for All movement. If you work in the spa industry, wellness industry, hospitality, fitness, massage therapy, health and wellness, or hotel and resort operations, this episode offers valuable perspective on where wellness is headed and how businesses can play a meaningful role in shaping its future. Subscribe for weekly episodes featuring tips, tools, and expert advice from industry thought leaders in spa, wellness, and hospitality! #wellnessforall #worldwellnessweekend #wellnessindustry #spaindustry

  7. Jun 8

    The Strategy Behind Exceptional Spa Experiences with Jennifer Holzworth

    What separates high-performing spa teams from the rest? We dug into just that on this week's Spa Insider episode with Jennifer Holzworth, Vice President of Spa & Wellness Operations at Montage International and member of the ISPA Board of Directors, who shares the leadership principles, operational strategies, and team development practices that drive exceptional guest experiences and business performance. Jennifer explains why training is the highest-leverage investment spa leaders can make, how to create operational efficiency without sacrificing service, and why every team member - from therapists and estheticians to front desk associates and attendants - plays a critical role in shaping the guest experience. She discusses the metrics leaders should be tracking, how to use operational data to make smarter decisions, and the importance of building a culture where employees are empowered to grow and succeed. Throughout the conversation, Jennifer shares practical insights from her experience leading luxury spa operations, including balancing profitability with guest satisfaction, developing high-performing teams, and creating an environment where employees become your strongest advocates. If you work in the spa industry, wellness industry, hospitality, esthetics, massage therapy, spa management, or spa retail, this episode is packed with actionable insights you can apply immediately. Subscribe for weekly episodes featuring tips, tools, and expert advice from industry thought leaders in spa, wellness, and hospitality!#spamanagement #spaleadership #guestexperience #spaindustry

  8. Jun 1

    Building a Wellness Ecosystem with Tammy Pahel

    How can you incorporate wellness into every touchpoint of your spa experience and do it effectively? Tammy Pahel, who oversees spa and wellness at Carillon Wellness Resort Miami and serves as chief wellness officer for Alchemy Resorts, explains how: Carillon integrates wellness across the guest experience, from a 70,000-square-foot spa and functional medicine to AI beds, in-room yoga, and 250 weekly fitness classes. Launching touchless wellness technology circuits in 2020 after spotting spa tech as a new revenue stream in 2019, initially prioritizing immune, respiratory, stress, and recovery benefits.Her process for selecting high-CapEx equipment, aligning purchases to location and guest demand, and marketing aggressively with visual demos. She notes 65% of revenue comes from locals, technology raises average spend, circuits run 2.5 hours at $399–$499 with low labor, and top drivers include cryotherapy and red light, supported by free trials and package pricing. If you work in the spa industry, wellness industry, hospitality, esthetics, massage therapy, spa management, or spa retail, this episode is packed with actionable insights you can apply immediately. Subscribe for weekly episodes featuring tips, tools, and expert advice from industry thought leaders in spa, wellness, and hospitality!

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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
    15
  • Rating
    Clean
  • Copyright
    © Universal Companies
  • Show Website
    Spa Insider

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