The post: Spa Manager at the Culloden, Hastings Hotels
Rachel Crawford derives job satisfaction from helping people feel much better about themselves
Give a brief outline of your career to date.
I relocated home in August 2013 after spending five years in Australia managing Spa Qualia, a six star spa located within the Qualia resort on Hamilton Island, Whitsundays. Qualia was named ‘Best resort in the world’ by Conte Nast in 2012 and during my time of management, Spa Qualia received numerous awards including ‘Best Spa in Australasia’ by the Gourmet Traveller awards and ‘Best Day Spa in Australia’ by HM Awards.
I then took up the post of Area Sales Manager (Ireland) for the International Institute for Anti-Ageing which supplies thousands of salons around the UK and Ireland. After over a year in the position, I applied for the position of Spa and Health Club Manager at the Culloden Hotel.
The spa and beauty industry is where my heart lies.
I’m delighted to be part of the team at the Culloden and extremely excited about the future of the Spa, Health Club and Medi Spa.
Did you go on to further/ higher education, and if so what did you study and where?
After my A-levels, I studied at Belfast Institute of Further and Higher Education and completed my HND in Beauty and Related Studies alongside a BTEC in Retail Beauty Consultancy.
I have always been keen to further my knowledge and professional development. In Australia I attended Queensland Tafe and completed a Diploma in Management followed by a Certificate in Training and Assessment.
How did you get into your area of work?
I followed my natural interest and passion for the beauty industry. I have always been a people person and enjoy the hospitality side of the business. My job intertwines both elements, which for me makes it hugely rewarding.
My passion for customer service is fed through to my team. I believe our level of customer care at the Spa at Culloden is second to none. Our therapists provide a personalised tailored treatment to each client, specific to their skincare or lifestyle needs. Our entire spa team from reception to spa attendants are devoted to the clients’ wellbeing, focusing on their comfort and enjoyment. We aim to make our clients feel special and give them a bit of well deserved ‘me time’.
The industry in Northern Ireland is going from strength to strength and no more so in the Spa at Culloden. Not only is membership increasing rapidly, but we have had many celebrities visiting who often talk about the Spa enhancing the quality of their stay.
It’s great that the Hastings directors have great confidence in the Spa and myself. They have recently invested over £125,000 in the spa as part of an overall £2m refurbishment plan of the Culloden Estate & Spa, to enhance and improve the Spa, which boasts eight treatment suites, a new luxury private couples suite, a beautiful pre and post treatment relaxation room, and a designer nail bar. Alongside this we also have our state-of-the-art fitness suite with cardio theatre, swimming pool, jacuzzi, steam room, and Zest Juice Bar.
With our brand new facilities and world class treatments, I believe we truly are one of the best in Northern Ireland.
What are the main personal skills your job requires?
The Spa environment is unique compared to any other department within the hotel. We have the ability to positively transform a guest’s feeling of wellbeing after a treatment. I believe a lot of this comes from intuition and people skills. Not only with our guests but also with my staff. I have a great team at the Spa at Culloden which results in happy customers. A lot of this comes down to communication with them, motivating and developing them in a positive way. I don’t believe in asking your staff to do something that you wouldn’t do yourself, it’s important to lead by example. I’m extremely goal focused — if I set myself a goal I will strive not only to meet it but to exceed it. I’m a competitive person, which helps in any line of business.
Essentially, my role is all about balance. It’s about maintaining a good working environment for the staff, a first class facility for the guests to experience, and a profitable business. It can be demanding and challenging at times, but brings with it fantastic job satisfaction.
Why is what you do important?
It’s such a rewarding industry; we actually have the ability to make people feel better about themselves. Life can be so fast paced and it’s important to take some time out to relax and switch off for an hour or two.
While a good treatment will work wonders on stress and tension, I believe a great therapist is what will make the experience special, allowing you to relax in the knowledge that you are in safe hands.
For me, it’s the little things that make a big difference to a clients’ experience, such as adjusting the music volume to their liking or turning the heated blanket up if they appear cold. It’s about anticipating the client’s needs and exceeding their expectations.
Describe your ideal day off.
It would definitely start with a lie-in … and maybe breakfast in bed. I’d spend some quality time with family and friends and perhaps a nice meal and glass of wine with my boyfriend.