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.

Episodes

  1. 3d ago

    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

    15 min

  2. 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

    24 min

  3. 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

    15 min

  4. 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

    18 min

  5. 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!

    15 min

  6. May 26

    Creating Spa Experiences Rooted in Human Connection with Sara Jones

    How do great spas create emotional connection with guests? In this episode, Sara Jones, Managing Director & Editor of Spa & Wellness MexiCaribe Magazine and consultant at AraSpa Consulting, shares her perspective on how culture, personalization, and human connection shape truly memorable spa hospitality experiences. We also discuss:• How cultural nuance shapes spa hospitality • The psychology behind guest connection and loyalty • Using the five love languages in guest experience design • Why personalization creates stronger repeat business • Wellness trends and cultural relevance• Psychedelics and wellness retreats • AI-powered wellness and robotic massage technology and use in different cultural settings • Burnout and staffing challenges in the spa industry • Inclusivity and body diversity in wellness spaces 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!

    15 min

  7. May 19

    Lessons in Creating Luxury Spa Experiences with Taylor Fields

    What actually makes a luxury spa experience feel memorable? In this episode of the Spa Insider Podcast, Taylor Fields, Corporate Director of Spa, Wellness, & Retail at PCH Hotels & Resorts & ISPA Board Member, shares lessons in creating luxury spa experiences through southern hospitality, personalized service, staff empowerment, and thoughtful guest experience design. From reading guest cues to creating unexpected moments of delight, this conversation explores practical spa management and hospitality strategies that help luxury spas improve guest satisfaction, strengthen team culture, and create premium wellness experiences across every touchpoint. 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! #spaindustry #luxuryspa #wellnessindustry #guestexperience #hospitality #spabusiness #luxurywellness #hospitalityleadership #southernhospitality

    20 min

  8. May 12

    Building a Six-Figure Esthetics Business & Community Building with Maria Ramos

    We sit down with Maria Ramos, a six-figure esthetician and founder of the “Money Making Esthetician” community, the largest professional esthetics group on the internet. Maria shares how authenticity, openness around mental health, and smart marketing strategies helped her build both a thriving aesthetics business and a supportive industry platform. The conversation also explores client-building tactics, recurring revenue strategies, emerging treatment trends, and practical insights for estheticians looking to create more profitable, sustainable businesses.

    24 min

  9. Apr 16

    Curiosity As Your Spa's Competitive Advantage

    We’re joined by legendary spa and wellness consultant Amy McDonald -- former Miraval spa executive and Global Wellness Summit’s Leading Woman in Wellness -- for a conversation that challenges how spas should think about growth. Amy didn’t follow a traditional path. She built her career (and helped shape some of the world’s most successful wellness properties) by staying relentlessly curious. In this episode, we'll unpack how curiosity becomes a competitive advantage: the questions every spa owner should be asking, how to avoid costly mistakes, and why the best operators don’t chase new trends.

    27 min

  10. Feb 26

    From Opening for Britney to Opening High-Performing Spas

    She used to open for Britney Spears. Now she opens spas that make every guest feel like a celebrity. Christina Stratton owns multiple spas, built and sold a boutique spa management firm, and later shaped guest experience globally as Chief Experience Officer at Arch Amenities. On this episode of Spa Insider, we explore what music and spa hospitality have in common: How do you take someone on a journey?How do you create moments that feel personal — even when you’ve done it hundreds of times before?How do you design an experience people don’t just enjoy, but feel?From stage to spa, Christina brings a unique perspective on connection — and what it takes to build something that resonates at scale.

    29 min

  11. Jan 28

    From Vision to Five-Star Reality: Lessons from Opening a Luxury Spa

    In this episode, Nicole Stewart, Spa Director at Nicewonder Farm & Vineyards, walks us through her 18-month journey launching a luxury spa at a destination resort in Appalachia. Nicole shares the lessons she learned along the way — from staffing challenges and training for service excellence to designing experiences guests genuinely remember. This conversation blends practical insight with heartfelt reflection on leadership, mental health, inclusivity, and why taking care of yourself is essential when your job is taking care of others.

    25 min

  12. 09/19/2025

    Creating Memorable Spa Experiences with Tony Angel of The Ritz-Carlton Orlando

    In this episode of Spa Insider, John Cowan, CMO and Co-Owner of Universal Companies, sits down with Tony Angel, Director of Spa at The Ritz-Carlton Orlando, Grande Lakes, recently named the #1 Best Hotel Spa in the U.S. by USA Today. Tony shares what it truly means to deliver an exceptional guest experience, from the small, thoughtful touches to the deeply personal service moments that guests remember long after their visit. He offers powerful insights into how creating emotional connections and personalized experiences can boost guest retention, elevate your spa’s reputation, and leave a lasting impact. Whether you run a luxury spa or a solo practice, this conversation is packed with practical takeaways on building unforgettable guest journeys, empowering your team, and turning every visit into something guests want to relive—and share.

    35 min
  • 12 Episodes

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
    12
  • Rating
    Clean
  • Copyright
    © Universal Companies
  • Show Website
    Spa Insider

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