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CONNECTING WITH CUSTOMERS THE SPA | BIOESSENCE

MARKMA S18

Submitted to: Prof. Ma. Luisa S. Moguel

Submitted by: John Kennedy Ang Patrick Hariramani Raphael Pamatmat Arris Joseph Sandoval Zenjin Santiago Jesse John Valenzuela

January 21, 2014

THE SPA WELLNESS One of the pioneers in the Philippine spa industry, The Spa opened its first branch in 1996, and has slowly gained prominence as a premier center for health and holistic spa services. As a member of the International Spa Association (ISPA) and the Spa Association of the Philippines, Inc (SAPI), The Spa continuously works to uplift their craft, under the highest standards of excellence. Over the years, what started as an institution that provides reprieve from every day stress through spa and relaxation has expanded their services to include a holistic wellness experience through two new brands, the Barre3 and Skin Dermatology and Laser Center (The Spa, 2014). The Spa Wellness currently has eight branches in Metro Manila Alabang, Eastwood, Rockwell, ShangriLa, The Fort, Trinoma and Promenade. The Spa The Spa offers several pampering treatments designed to provide the ultimate relaxation for its clients. These include massages, body treatments, facials, nail care, and waxing which could be availed through different types of accommodations. The Deluxe room is actually a common room that would be shared by six to eleven customers which has a common wet floor area with a steam shower and lounge area. Should the client prefer more privacy, they may avail of the Executive room for individuals or couples which also has the same amenities. For a greater wellness experience, The Spa also has a Premiere Suite or Villa Room for individuals or couples which includes a Jacuzzi in a private room with the other amenities. Client who would want to relax with friends or family may use the Loft which is best for parties or events. The Spa Services The Spa offers a variety of services which includes massages, scalp and shoulder treatments, and other treatments for the body, face, and foot, along with other wellness treatments which include acupuncture and Infrared Sauna. Massage Description The flowing strokes of this classic combined with our special oil soothe sore muscles, increase circulation, and relieve body tension. 60 minutes. A classic full body massage that works predominantly on the muscles, soft tissues and joints, utilizing rhythmic strokes. 60 minutes Duration Deluxe (60/90 minutes) Executive (60/90 minutes) Deluxe (60/90 minutes) Executive (60/90 minutes) Suite / Villa (60/90 minutes) Price Regular 820/1230 Price Member 700/1050

SHIATSU

1100/1650

950/1425

820/1230 1100/1650 1600/2400

700/1050 950/1425 1400/2100

SWEDISH

COMBINATION

The muscle-soothing flow of Swedish massage and our special oil, coupled with the chi-balancing power of Shiatsus finger pressure. 60 minutes.

Deluxe (60/90 minutes) Executive (60/90 minutes) Suite / Villa (60/90 minutes) Deluxe (60/90 minutes) Executive (60/90 minutes) Suite / Villa (60/90 minutes)

820/1230 1100/1650

700/1050 950/1425

1600/2400

1400/2100

DEEP TISSUE

The invigorating massage technique using elbows and forearms to work on deeper tissues. Result is a profound relief from muscle tightness. 60 minutes

820/1230 1100/1650

700/1050 950/1425

1600/2400

1400/2100

Every treatment and massage is priced depending on the customers membership and the types of room they choose. Spa Packages The Spa also offer spa packages which is a combination of massages and different treatment services priced depending on the clients preferred room. Package Description Soothe aching bodies and muscles with this deeply relaxing retreat. Duration Treatment/Massage Volcanic Rock Massage + The Spa Purifying Moroccan Therapy The Spa Tropical Rejuvenation + Casmara Facial + Total Nail Care Spa Signature Age Defense Treatment + Toning Bamboo Revival Room & Prices

Body Ease

2h 15min

Executive 3000 Suite /Villa 4000

Red Carpet Treatment

Perfect head-to-toe pampering for those special occasions Give your skin a heavy dose of anti-aging facial and body treatment

2h

Executive 3650 Suite /Villa 4550

Fountain of Youth

2h 30min

Executive 3900 Suite /Villa 4800

A Clean Slate

Cleanse, detoxify, purify

2h 30min

Lymphatic Detox + Purity Facial with Organics

Executive 3600 Suite /Villa 4400

The Ultimate Detoxifier

Relieve your body with toxins with a unique massage targeting lymph nodes and a private session at our Infrared Sauna

2h

Lymphatic Detox + Infrared Sauna

Executive 2000 Villa 2600

Traveller's Oasis

Leave jetlag, dull skin, and tiredness behind

2h

The Spa Purifying Morroccan Therapy + Purity Facial with Organics

Executive 4000 Suite /Villa 4600

Refreshing Start

The ultimate renewal from head to toe

2h 45min

Aroma Facial or Aroma Scalp and Shoulder Massage + choice of Classic Massage + choice of Foot Care

Deluxe 1950 | Executive 2150 | Suite/Villa 3000

Couples Retreat

The pleasure of our trademark luxury rejuvenation made even more special with a loved one

2h 15min

Mind and Body Flow + choice of Casmara Facial or The Spa Signature Mens Facial

Executive 2600 per person Suite/Villa 3500 per person

Gentleman's Package

A relaxing retreat tailor-made for the gents

2h

choice of Classic Massage + The Spa Signature Mens Facial

Executive 1900 | Suite/Villa 2600

Total Indulgence

For the ultimate relaxation and rejuvenation

2h 30min to 3h 30mins

choice of Signature Body Care + choice of Restorative Water Lily Facial or Tuscan Fango Facial + Total Nail Care Aroma Scalp and Shoulder Massage + Feetish Foot Spa + choice of Restorative Water Lily Facial or Tuscan Fango Facial

Executive 3850 Suite / Villa 4750

Mother-to-Be

The utmost pampering and relief for those expecting

1h 45min to 2h 30min

Deluxe 2700 Suite / Villa 3100

Barre3 Barre3 is an exercise studio located in The Spa Wellness Alabang, Eastwood, The Fort, Rockwell and Trinoma branches. Barre3, founded by Sadie Lincoln, is a 60-minute fusion workout mixing ballet, yoga and Pilates. The studio environment setup gives one the benefit of having a group or personal session workout experience. Barre3 offers class variations from beginners, foundations to advance levels. Barre3s credo is work smarter, not harder. The 60-minute fusion workout helps improve posture and grace. It also aims to avoid harming body joints when done inside studios with cork flooring. Skin Dermatology and Laser Center On top of its roster of spa services, The Spa Wellness also offers skin dermatology and laser center services. These services include hair reduction, fat and cellulite reduction, body contouring, tightening, skin resurfacing and depigmentation, wrinkles, facials and peels for face and body. Other services such as acne treatment, wart removal and Sclerotherapy are also offered. Services offered are non-invasive with no downtime. Customers are guaranteed of the most credible and professional service. Philippine Dermatological Society certified dermatologists provide these services. Skin Dermatology and Laser Center Services Services Treatment Duration Description

Hair Reduction

Diode

6 to 8 sessions

Diode Laser is the gold standard for hair reduction, setting new standards for efficacy, safety, and speed. Non-invasive with no down time. Speed up your metabolism and lose fat with L-Carnitine, which optimizes the effects of exercise by magnifying its fatburning effect. Eliminates cellulite, promotes weight loss, and treats aging and sagging skin with natural extracts, homeopathic agents, pharmaceuticals, and vitamins. A breakthrough technology clinically proven to reduce fat and body circumference by targeting localized fat deposits. The first clinically-proven non-invasive technology for the efficient treatment of cellulite and circumference reduction. Delivers tightened and improved skin texture by contouring and shaping problem areas. Tighten, tone, and lift to comfortably achieve a more youthful appearance. Revolutionary elos technology targets the telltale signs of aging and improves skin texture. The only non-invasive procedure that helps tighten skin with just one treatment. Achieve superior, long-lasting, subtle results that improve over time with just a single session. Delivers over-all youthfulness with tighter, smoother skin, and softer wrinkles and lines. Naturally increase skins collagen and elastin to target stretch marks, wrinkles, scars, and uneven, pitted skin. Reveal smaller pores, lightened scars, and tighter skin.

IV L-Carnitine

Weekly

Mesotherapy Fat and Cellulite Reduction, Body Contouring Ultrashape

Based on consultation

3 sessions

Velasmooth Pro

8 sessions

Refirme

5 to 6 sessions

Tightening Thermage 1 session

Skin Resurfacing and Depigmentation

Collagen Induction

5 to 6 sessions

Regen ACR Stem Cell Therapy

1 session

The innovative, natural, non-allergenic way to regain skin vitality and promote regeneration. Growth factors from ones own plasma biosimulates stem cells to deliver smoother, more elastic, and significantly younger-looking skin. Get flawless skin by effectively treating age spots, sun spots, hyperpigmentation, freckles, and acne scars with the revolutionary elos technology.

Skin Rejuvenation (IPL)

5 to 6 sessions

Botox Wrinkles Dermal Filler

1 session

The popular, safe, and effective way to immediately correct lines and wrinkles that result from daily muscle contraction.

1 session

Correct moderate to severe wrinkles and folds with fillers, a more natural-looking approach than surgical facelifts. The effective, no-frills way to nourish your skin. Enjoy a deep cleansing, mild peel, steam, and facial massage. Skin glows with health, hydration, and clarity. Benefits all skin types. A quick cleansing solution to keep the face hydrated and young looking. Feel and look instantly refreshed in only 30 minutes.

Signature Skin Facial

Bi-monthly

Skin Essential Express Facial Facials Ultimate Diamond Facial

Based on consultation

Based on consultation

The ultimate treat. Amplify the hydrating, clarifying effects of a full facial with a Diamond Peel. Reveals the natural radiance of all skin types. Make your facial work harder with the original peel-off mask, with your choice of normal, sensitive, or anti-aging mask. Skin is unbelievably soft, smooth, and radiant after.

Casmara Mask

Based on consultation

Flavo C Mask

Based on consultation

Mask with lightening benefits for glowing freshness.

Diamond Peel

Based on consultation

Genuine laser-cut diamond-tip applicators exfoliate skin to reveal a smoother, more radiant complexion.

Glycolic Peel

Based on consultation

Our 10%, 20%, 35%, 50% concentration results to mild, superficial, micro-peeling. Also available for the body.

Peels for Face and Body

TCA Peel

Based on consultation

Customizable with a choice of concentration that determines depth of peeling. Medium to deep peeling. Also available for the body.

Jessners Peel

Based on consultation

Good for oily or acne-prone skin. Mediumdepth peel. Also available for the body.

Spanish Peel

Based on consultation

TCA+ multivitamin infusion. Deeply penetrating peel. Actual peeling lasts from 1 to 2 weeks. Also available for the body. The combined bi-polar radio frequency and blue light energy of the revolutionary elos technology penetrate the skin to precisely target and destroy active acnecausing bacteria, slow excessive sebaceous oil production, help reduce active acne, and speed up healing of existing acne. Experience wart removal from credible dermatologists, for a smoother and clearer skin.

Acne Treatment Other Services

Based on consultation

Wart Removal

Based on consultation

Sclerotherapy

Based on consultation

Eliminate varicose and spider veins. Sclerotherapy involves the injection of a solution that causes blood vessels to clot, fading from view. Immediate results.

Memberships A membership package is a way to promote customer loyalty by providing preferential rates for frequent customers and rewarding them for their patronage. The Spa offers several membership packages which are the Diamond, Ruby, and Coral. The Diamond package provides the customers several vouchers to avail of the different products from The Spa Wellness three brands and a members rate for services and treatments at The Spa with a 10% discount on barre3 and SKIN classes and services. A membership rate and 10% discount for barre3 and SKIN are also earned from availing the Ruby and Coral packages with different sets of vouchers for the customers. Improving Customer Service To retain their customers and improve the services and products they provide to the customers, The Spa Wellness gets client feedback after sessions and through their website. This allows them to quickly address client concerns and innovate on the local trends in health and wellness. The Spa also gives out promos for their services to attract more customers from their high end market base.

BIOESSENCE History Started with just only 3 bed clinic in Davao City, in 1994. The beauty clinic Bioessence is now a brand known for beauty business. In its 19 years and counting Bioessence still remains to be competitive not only by their marketing but its great customer experience. They ensure that the customers are well accommodated through courteous greetings and pleasant chats, and also welcomed with the most hygienic housekeeping and service quality treatments. Now they have expanded their services from facials and slimming now they have expanded and started offering Spa services, massage, and dermatological services which is on top of the products like cleansers, toner, exfoliants moisturizers and other beauty products that they offer. Known for their beauty services, Bioessence is also known on the brand of customer care, attending to the customers as they visit schedule. Each of the customers are regularly followed up after their treatments to ensure that they are guided by each step of their beauty and wellness regimen. Bioessence is a beauty clinic that is composed of their highly trained therapist, equipped medical related personnel and professional staff that have been sent to train abroad and in par with the global standards and credible to perform beauty and spa services.

Mission Bioessence envisioned becoming the market leader in the Philippine beauty and wellness industry consistently delivering holistic pampering treatments and quality products. Vision

Provide total wellness to our clients. Create an environment conducive for employees well being. Maximize use of company resources for continuous growth. Offer employment opportunities to deserving members of the community.

Our Core Values Sense of Responsibility Concern for others and the environment; creation of employment opportunities; committed to accomplishing assigned tasks with efficiency and dedication Integrity With a sense of accountability; word of honour and sincerity; consistency of actions, values, measures, principles, expectations and outcome Passion for excellence Sensitive to customer needs and focused on their satisfaction; maintains highest level of quality; promotes excellence in everything we do; zeal for continuous improvement; commitment to continual people development Loyalty Embracing the companys ideals and beliefs, strict adherence to company rules, policies and procedures, trustworthy, reliable and dependable Respect Mindful of others rights, high regard for others, doing what is socially right, fair and just; proper utilization of company resources Teamwork Willingness to share time, expertise, skills, resources and experiences to achieve a common goal, creating a work culture that values collaboration and cooperation recognizing and assimilating the belief that none of us is as good as all of us

Products and Services Bioessence offers a variety of services from facials, slimming, spa and dermatological services for the face, neck, body, hands and feet. Also, they offer skin care products for rejuvenating, moisturizing and maintaining an age defying skin.

Service

Description Luxurious exfoliating and conditioning body treatment that improves your complexion with the use of elegant mix of spa crystals and flavored scrubs in addition of the relaxing massage that lightens darks spots and enhances skin texture. A good way to detoxify tired and dry skin, relaxes tense muscle, enhance blood circulation and promoting healthy glowing skin Hair strengthening system that moisturizes hair strands from root to tip. This treatment is also designed to treat dandruff and falling/thinning hair. This treatment also promotes hair growth while promoting blood circulation with in the scalp in order to produce more healthy hair. A heavenly feeling for your feet that can have a direct effect on the body's overall stamina. Softening of calluses, lightening of dark spots and simultaneously improves blood circulation A blend of natural fruit extracts that nourishes moisturizes the skin. This agedefying treatment also has a cooling effect that is great for soothing sunburned skin. After the treatment leaves the body with an elegant fragrance that lingers all throughout the day.

Duration

Price

Body Scrub

1 1/2 hours

1200

Hair Spa

1 1/2 hours

Aromatic Foot Spa

1 1/2 hours

450

Body Polish

1 hour

650

Hand Spa

This treatment focuses on the your tired and endlessly working hands. A relaxing and pampering treatment that is focused on reducing muscle and joint pains as it softens calluses and moisturizes your hands. A massage that relieves the head, neck shoulders, back and upper buttocks. Sitting in an ergonomically designed chair precisely targets and dissolves muscle combination of pressure points and soothing touch. "Finger pressure" or Shiatsu is the stimulation of acupoints found in the different locations of the body. It also includes the rotation and stretching of joints for the purpose of harmonizing or balancing the flow of energy on the body. This massage uses hot stones and placed on key points on the body. The hear warms and relaxes and muscles. The warms of the hot stones improves circulation and calms the nervous system. A European technique that includes a method of rubbing, stroking, kneading, or tapoting the superficial soft parts of the body for remedial aesthetic purposes.

1 hour

550

25-30 Minutes

340

Back Massage

1 1/2 hours

680

Shiatsu Massage

1 1/2 hours

680

Hot Stone Massage

1 1/2 hours

900

Swedish Massage

1 1/2 hours

680

Scientific stimulation of the reflex points that are found on the hands but mostly on Foot Reflexology the feet to promote homeostasis which focus more on the organs of the body to bring it back into full function.

1 hour

680

Candle Massage

Fragrant, hand-poured body massage candle that when burned, melts to create a healthy body massage oil that can be used to enhance the moisture and softness of your skin. Leaves you a feeling of floating in the air.

1 hour

680

Promos

THE SPA YEARS IN BUSINESS 18 - ISPA (International Spa Association) - SAPI (Spa Association of the Philippines, Inc)

REMARKS

BIO ESSENCE SKIN.SLIMMING.SPA 24

REMARKS

ACCREDITATIONS / ORGANIZATIONS

BRANCHES

8 BRANCHES ALABANG EASTWOOD ROCKWELL SHANGRI-LA THE FORT TRINOMA PROMENADE

13 BRANCHES WEST AVE SM MEGAMALL LAS PIAS SM LUCENA SM SOUTHMALL SM BAGUIO COTABATO SM FAIRVIEW MALATE SM BACOOR ST. LUCIA CAITA MAKATI CITY SM TAYTAY FacialPlus Has exclusive promo vouchers and discount rates in services 2 Kinds of Duration 1. 60 minutes 2. 90 minutes 3 Kinds of Room 1. Deluxe

MOSTLY IN MALLS

SUBSIDIARY COMPANY MEMBERSHIPS

Barre3, Skin Dermatology and Lase Center Diamond, Ruby, Coral (Annual, Semi Annual) 18,500 to 25,000 4 Total 1. Shiatsu 2. Swedish 3. Combination 4. Deep Tissue

KINDS OF MASSAGE / SERVICE

11 Total 1. Body Scrub 2. Hair Spa 3. Aromatic Foot Spa 4. Body Polish 5. Hand Spa

Duration varies on each service from 25min to 1 hour and 30 min Rooms varies on on each type of package

2. Executive 3. Suite/Villa -Flexible - Has Regular Price and Members Price 11 Total 1. Body Ease 2. Red Carpet Treatment 3. Fountain of Youth 4. A Clean Slate 5. The Ultimate Detoxifier 6. Travelers Oasis 7. Refreshing Start 8. Couples Retreat 9. Gentleman's Package 10. Total Indulgence 11. Mother-to-Be To retain their customers and improve the services and products they provide to the customers, The Spa Wellness gets client feedback after sessions and through their website. This allows them to quickly address client concerns and innovate on the local trends in health and wellness. The Spa also gives out promos for their services to attract more Duration varies on each package from 30min to 2hrs and 45min Room Accommodation varies on each package - Price varies on each duration and room accommodation

6. Back Massage 7. Shiatsu Massage 8. Hot Stone Massage 9. Swedish Massage 10. Foot Reflexology 11. Candle Massage

KINDS PACKAGES/ PROMOS offers spa packages which is a combination of massages and different treatment services

Seasonal Promos and Discounts

CUSTOMER CARE

Bio essence is also known on the brand of customer care, attending to the customers as they visit schedule. Each of the customers are regularly followed up after their treatments to ensure that they are guided by each step of their beauty and wellness regimen.

customers from their high end market base. CATEGORY FACILITIES HIGH CLASS Infrared Sauna Premier Villa The Loft Memberships is a highly effective tool of making sure customers will come back. Memberships gives clients a feeling of security and savings in the long run. The spa gives unique services compared to other wellness spa and this gives them a competitive edge and also makes the customers come back again MIDDLE CLASS

CUSTOMER RETENTION STRATEGY

Memberships, unique services

Promos, Using their customer database they are able to communicate with them, Unique services

Promos is an effective tool for getting new customers and to showcase different products to customers. It also give chance to existing customers to avail of this services on a lesser cost. Having a client database is a great way to communicate with existing clients and to promote new services or ask for feedbacks, suggestion or to just stay connected.

MARKETING STRATEGY

Flyers, print ads, TV ads, sponsorships, website, social media, Internet ads, radio ads, TV personalities

Flyers, print ads, TV ads, sponsorships, website, social media, Internet ads, radio ads, TV personalities

Group analysis: Looking at the two wellness centre we can say that both firm has different target market and has different services. It is hard to match both firm due to its Target Market. The Spa is targeting the upper classes while Bio essence is targeting the class B to D. But looking at each company we can say that they are both doing a great job on keeping their customers happy. In a service industry it is important that the

customers are always satisfied and believes that the companies gave them the worth they have paid. Each firm displayed different strategies and ways of doing business.

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