The Spa v Bioessence

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, Shangri-La, 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.

MassageDescriptionDurationPrice RegularPrice Member

SHIATSUThe flowing strokes of this classic combined with our special oil soothe sore muscles, increase circulation, and relieve body tension. 60 minutes.Deluxe (60/90 minutes)820/1230700/1050

Executive (60/90 minutes)1100/1650950/1425

SWEDISHA classic full body massage that works predominantly on the muscles, soft tissues and joints, utilizing rhythmic strokes. 60 minutesDeluxe (60/90 minutes)820/1230700/1050


Suite / Villa (60/90 minutes)1600/24001400/2100

COMBINATIONThe 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)820/1230700/1050



DEEP TISSUEThe invigorating massage technique using elbows and forearms to work on deeper tissues. Result is a profound relief from muscle tightness. 60 minutesDeluxe (60/90 minutes)820/1230700/1050



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.

PackageDescriptionDurationTreatment/MassageRoom & Prices

Body EaseSoothe aching bodies and muscles with this deeply relaxing retreat.2h 15minVolcanic Rock Massage + The Spa Purifying Moroccan TherapyExecutive 3000 Suite /Villa 4000

Red Carpet TreatmentPerfect head-to-toe pampering for those special occasions2hThe Spa Tropical Rejuvenation + Casmara Facial + Total Nail CareExecutive 3650 Suite /Villa 4550

Fountain of YouthGive your skin a heavy dose of anti-aging facial and body treatment2h 30minSpa Signature Age Defense Treatment + Toning Bamboo RevivalExecutive 3900 Suite /Villa 4800

A Clean SlateCleanse, detoxify, purify2h 30minLymphatic Detox + Purity Facial with OrganicsExecutive 3600 Suite /Villa 4400

The Ultimate DetoxifierRelieve your body with toxins with a unique massage targeting lymph nodes and a private session at our Infrared Sauna2hLymphatic Detox + Infrared SaunaExecutive 2000 Villa 2600

Traveller's OasisLeave jetlag, dull skin, and tiredness behind2hThe Spa Purifying Morroccan Therapy + Purity Facial with OrganicsExecutive 4000 Suite /Villa 4600

Refreshing StartThe ultimate renewal from head to toe2h 45minAroma Facial or Aroma Scalp and Shoulder Massage + choice of Classic Massage + choice of Foot CareDeluxe 1950 | Executive 2150 | Suite/Villa 3000

Couples RetreatThe pleasure of our trademark luxury rejuvenation made even more special with a loved one2h 15minMind and Body Flow + choice of Casmara Facial or The Spa Signature Mens FacialExecutive 2600 per person Suite/Villa 3500 per person

Gentleman's PackageA relaxing retreat tailor-made for the gents2hchoice of Classic Massage + The Spa Signature Mens FacialExecutive 1900 | Suite/Villa 2600

Total IndulgenceFor the ultimate relaxation and rejuvenation2h 30min to 3h 30minschoice of Signature Body Care + choice of Restorative Water Lily Facial or Tuscan Fango Facial + Total Nail CareExecutive 3850 Suite / Villa 4750

Mother-to-BeThe utmost pampering and relief for those expecting1h 45min to 2h 30minAroma Scalp and Shoulder Massage + Feetish Foot Spa + choice of Restorative Water Lily Facial or Tuscan Fango FacialDeluxe 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

ServicesTreatmentDurationDescription

Hair ReductionDiode6 to 8 sessionsDiode Laser is the gold standard for hair reduction, setting new standards for efficacy, safety, and speed. Non-invasive with no down time.

Fat and Cellulite Reduction, Body ContouringIV L-CarnitineWeeklySpeed up your metabolism and lose fat with L-Carnitine, which optimizes the effects of exercise by magnifying its fat-burning effect.

MesotherapyBased on consultationEliminates cellulite, promotes weight loss, and treats aging and sagging skin with natural extracts, homeopathic agents, pharmaceuticals, and vitamins.

Ultrashape3 sessionsA breakthrough technology clinically proven to reduce fat and body circumference by targeting localized fat deposits.

Velasmooth Pro8 sessionsThe 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.

TighteningRefirme5 to 6 sessionsTighten, tone, and lift to comfortably achieve a more youthful appearance. Revolutionary elos technology targets the telltale signs of aging and improves skin texture.

Thermage1 sessionThe 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.

Skin Resurfacing and Depigmentation

Collagen Induction5 to 6 sessionsNaturally increase skins collagen and elastin to target stretch marks, wrinkles, scars, and uneven, pitted skin. Reveal smaller pores, lightened scars, and tighter skin.

Regen ACR Stem Cell Therapy1 sessionThe 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.

Skin Rejuvenation (IPL)5 to 6 sessionsGet flawless skin by effectively treating age spots, sun spots, hyperpigmentation, freckles, and acne scars with the revolutionary elos technology.

WrinklesBotox1 sessionThe popular, safe, and effective way to immediately correct lines and wrinkles that result from daily muscle contraction.

Dermal Filler1 sessionCorrect moderate to severe wrinkles and folds with fillers, a more natural-looking approach than surgical facelifts.

Facials

Signature Skin FacialBi-monthlyThe 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.

Skin Essential Express FacialBased on consultationA quick cleansing solution to keep the face hydrated and young looking. Feel and look instantly refreshed in only 30 minutes.

Ultimate Diamond FacialBased on consultationThe ultimate treat. Amplify the hydrating, clarifying effects of a full facial with a Diamond Peel. Reveals the natural radiance of all skin types.

Casmara MaskBased on consultationMake 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.

Flavo C MaskBased on consultationMask with lightening benefits for glowing freshness.

Peels for Face and Body

Diamond PeelBased on consultationGenuine laser-cut diamond-tip applicators exfoliate skin to reveal a smoother, more radiant complexion.

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

TCA PeelBased on consultationCustomizable with a choice of concentration that determines depth of peeling. Medium to deep peeling. Also available for the body.

Jessners PeelBased on consultationGood for oily or acne-prone skin. Medium-depth peel. Also available for the body.

Spanish PeelBased on consultationTCA+ multivitamin infusion. Deeply penetrating peel. Actual peeling lasts from 1 to 2 weeks. Also available for the body.

Other Services

Acne TreatmentBased on consultationThe combined bi-polar radio frequency and blue light energy of the revolutionary elos technology penetrate the skin to precisely target and destroy active acne-causing bacteria, slow excessive sebaceous oil production, help reduce active acne, and speed up healing of existing acne.

Wart RemovalBased on consultationExperience wart removal from credible dermatologists, for a smoother and clearer skin.

SclerotherapyBased on consultationEliminate 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.

BIOESSENCEHistory

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.

MissionBioessence 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 ResponsibilityConcern for others and the environment; creation of employment opportunities; committed to accomplishing assigned tasks with efficiency and dedication

IntegrityWith a sense of accountability; word of honour and sincerity; consistency of actions, values, measures, principles, expectations and outcome

Passion for excellenceSensitive 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

LoyaltyEmbracing the companys ideals and beliefs, strict adherence to company rules, policies and procedures, trustworthy, reliable and dependable

RespectMindful of others rights, high regard for others, doing what is socially right, fair and just; proper utilization of company resourcesTeamworkWillingness 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 ServicesBioessence 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.

ServiceDescriptionDurationPrice

Body ScrubLuxurious 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 skin1 1/2 hours1200

Hair SpaHair 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.1 1/2 hours

Aromatic Foot SpaA 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 circulation1 1/2 hours450

Body PolishA blend of natural fruit extracts that nourishes moisturizes the skin. This age-defying 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.1 hour650

Hand SpaThis 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.1 hour550

Back MassageA 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.25-30 Minutes340

1 1/2 hours680

Shiatsu Massage"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.1 1/2 hours680

Hot Stone MassageThis 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.1 1/2 hours900

Swedish MassageA European technique that includes a method of rubbing, stroking, kneading, or tapoting the superficial soft parts of the body for remedial aesthetic purposes.1 1/2 hours680

Foot ReflexologyScientific stimulation of the reflex points that are found on the hands but mostly on the feet to promote homeostasis which focus more on the organs of the body to bring it back into full function.1 hour680

Candle MassageFragrant, 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 hour680

Promos

THE SPAREMARKSBIO ESSENCESKIN.SLIMMING.SPAREMARKS

YEARS IN BUSINESS1824

ACCREDITATIONS / ORGANIZATIONS- ISPA (International Spa Association)- SAPI (Spa Association of the Philippines, Inc)

BRANCHES8 BRANCHESALABANGEASTWOODROCKWELLSHANGRI-LATHE FORTTRINOMAPROMENADE13 BRANCHESWEST AVESM MEGAMALLLAS PIASSM LUCENASM SOUTHMALLSM BAGUIOCOTABATOSM FAIRVIEWMALATESM BACOORST. LUCIA CAITAMAKATI CITYSM TAYTAYMOSTLY IN MALLS

SUBSIDIARY COMPANYBarre3, Skin Dermatology and Lase CenterFacialPlus

MEMBERSHIPSDiamond, Ruby, Coral(Annual, Semi Annual)18,500 to 25,000Has exclusive promo vouchers and discount rates in services

KINDS OF MASSAGE / SERVICE4 Total1. Shiatsu2. Swedish3. Combination4. Deep Tissue2 Kinds of Duration 1. 60 minutes2. 90 minutes

3 Kinds of Room1. Deluxe2. Executive3. Suite/Villa

-Flexible

- Has Regular Price and Members Price

11 Total1. Body Scrub2. Hair Spa3. Aromatic Foot Spa4. Body Polish5. Hand Spa6. Back Massage7. Shiatsu Massage8. Hot Stone Massage9. Swedish Massage10. Foot Reflexology11. Candle MassageDuration varies on each service from 25min to 1 hour and 30 min

Rooms varies on on each type of package

KINDS PACKAGES/ PROMOS

offers spa packages which is a combination of massages and different treatment services11 Total1. Body Ease2. Red Carpet Treatment3. Fountain of Youth4. A Clean Slate5. The Ultimate Detoxifier6. Travelers Oasis7. Refreshing Start8. Couples Retreat9. Gentleman's Package10. Total Indulgence11. Mother-to-BeDuration varies on each package from 30min to 2hrs and 45min

Room Accommodation varies on each package

- Price varies on each duration and room accommodationSeasonal Promos and Discounts

CUSTOMER CARETo 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.

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.

CATEGORYHIGH CLASSMIDDLE CLASS

FACILITIESInfrared SaunaPremier VillaThe Loft

CUSTOMER RETENTION STRATEGYMemberships, unique servicesMemberships 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 againPromos, 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 STRATEGYFlyers, print ads, TV ads, sponsorships, website, social media, Internet ads, radio ads, TV personalitiesFlyers, 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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The Spa v Bioessence