Macdonald Hotels launches therapist reward programme

Privately-owned UK-based Macdonald Hotels & Resorts have launched a ‘Your Opinion Matters Survey,’ an internal incentive programme to recognise and reward outstanding spa therapists across the Macdonald Hotels group.

Following each treatment, spa clients are asked to complete the survey and return it in an envelope to the spa manager. The programme began last month, and starting in March, clients will also be able to reply via an online feedback form.

Therapists will receive points based on the customer feedback, and a monthly, quarterly half-year and annual awards scheme will be celebrated by the spa teams. An annual lunch will highlight how the top three therapists have gone above and beyond to achieve their accolades, with a prize of a holiday abroad given.

“Since its soft launch in January, this has proved a great motivator, enabling our therapists to really think about the treatment and take our service to the next level,” said Jeanette Jones, managing director of spa and leisure for Macdonald Hotels. “It’s designed to raise the bar in our spas to not simply fulfill, but exceed our customers’ expectations.”

Macdonald has also recently launched ‘The Macdonald Way,’ a standardised beauty step programme.