From skin care to biohacking, Fairmont Spa Century Plaza has it all. Located within the historical Fairmont Century Plaza hotel, the super-luxe 14,000-square-foot spa was recently renovated to become the quintessential wellness destination of Los Angeles. It contains nine treatment rooms and specially curated amenities, including sanariums, aromatherapy steam rooms, a Himalayan salt room and experiential rain showers with color therapy, as well as a Technogym fitness center and space for hair services.
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From skin care to biohacking, Fairmont Spa Century Plaza has it all. Located within the historical Fairmont Century Plaza hotel, the super-luxe 14,000-square-foot spa was recently renovated to become the quintessential wellness destination of Los Angeles. It contains nine treatment rooms and specially curated amenities, including sanariums, aromatherapy steam rooms, a Himalayan salt room and experiential rain showers with color therapy, as well as a Technogym fitness center and space for hair services.
The treatment menu features a range of customizable facials, massages and body services, as well as the standout Biohacking Treatment, which uses cutting-edge technologies to encourage mindfulness, relieve stress and improve overall health and well-being. The spa’s expansive retail boutique is another highlight, as it contains almost anything a guest could want to continue their wellness journey at home. They can peruse shelves packed with high-end skin and body care, then check out lifestyle products like workout aids, teas, nutraceuticals, aromatherapy and more.
Here, WellSpa 360 chats with Magdaleena Nikolov, general manager of spa, wellness, and retail at Fairmont Spa Century Plaza, to learn more about this incredible space and how it’s curating the best wellness experiences for its clientele.
How is Fairmont Spa Century Plaza rising to the forefront of the industry?
One of the many differentiators of the Fairmont Spa Century Plaza is our curated collection of strategic partners. We have put together the best in class from health and beauty to offer world-renowned, cutting-edge experiences for both hotel guests traveling from around the world and the discerning L.A. local. These experiences will continue to evolve and grow, just as our health and beauty needs do, keeping Fairmont Spa Century Plaza at the forefront of the best and latest offerings in the industry.
How do you choose treatments for the spa menu?
Menu selection is the fun part of the job and a prominent way to tell the spa story. You are able to be creative and take experiences to new levels. The first step is to determine product partners who are aligned with the treatment philosophies and protocols to match your guests’ preferences. Most recently, I worked with some amazing new-to-market companies, where I was able to really get involved in the process and customize the treatment experience.
It is also important to offer a comprehensive variety of services that appeal to different types of people, with a slight variation in price point to increase the guest reach.
How are you retaining repeat clients?
Retaining guests is a multi-step process that is broken down into two parts: the conscious and the subconscious. The first step is to attract clients at the subconscious level, which includes everything from our website, photography and social media, to the smell of the spa when they walk in, as well as the look and feel of the lobby. Each of these makes a subliminal lasting impression.
The conscious element is achieved by delivering a personalized and memorable experience at each physical interaction, as well as remaining engaged with the guest post-treatment.
How do you train staff?
Staff training begins with a very comprehensive onboarding plan. First impressions are important, and this initial training is vital to having an engaged and committed employee. Remember that there is a lot of new information being presented, and it takes time and repetition for people to retain it. Therefore, training is an ongoing process that never stops. There is always something new or a refresher that can be provided.
What I like to do is make training part of the monthly calendar, so the team knows ahead of time what and when they will be learning. We schedule retail trainings to highlight a new brand each month and offer a training at our monthly staff meetings. We also do informal on-the-spot trainings by using real life experiences and a hands-on active approach.
Everyone learns differently, so I also recommend changing the style of how you train. If you listen to the team, they will tell you exactly what excites them or where they need the most improvement, so you can focus on these areas to deliver education that keeps them engaged.
How do you foster outstanding service?
This is something that needs to be top of mind on a daily basis. I do this with hands-on management, leading by example and having clear communication and expectations—every day.
What do you do to retain quality spa professionals?
Employee retention is something that requires daily nurturing and big picture planning. Employees must consistently feel valued, appreciated, heard and communicated to. When this is part of the overall work environment that you create, you have happy employees who feel empowered and loyal.
I also work with them in a personal way to find out what their personal and professional goals are, and foster development in those areas. The easiest thing to do is listen. It is amazing how far this will go to build trust and retention.
How do you stay competitive?
It is important to fully understand exactly who your guest is and what spa and wellness experiences they want. With that in mind, we offer something unique that targets guests’ needs in a new and exciting way. I think that having a very clear spa story, what I like to call the “soul” of the spa, helps provide a clear vision.
What is your most unique wellness offering?
Our Biohacking Treatment is a first-of-its-kind protocol featuring three state-of-the-art modalities: infrared technology, neuroscience and compression therapy. It promotes well-being at a cellular level and helps reduce stress, improve sleep and enhance overall quality of life. The treatment involves the Oakworks Curva Lounger Anti-gravity Chair with a NASA-inspired curve and tilt that promotes relaxation and meditation; NuCalm, a patented neuroacoustic headset that calms the mind and nervous system; an infrared PEMF mat that relaxes the nervous system by regulating energy stored in the body; Normatec by Hyperice compression boots, which increase circulation and reduce inflammation; and LED Face Visors that use a combination of red, blue and amber light to boost circulation, generate collagen and improve cell turnover.
