In our latest Behind the Build feature, Nicki shares her story, the moments that shaped Sakura Spa, and the small details guests may never notice but make all the difference.

What is your background, how did you become a spa consultant? 

I started in the industry over 35 years ago, after training as a beauty and holistic therapist I worked in beauty therapy and retail roles until moving to Champneys Health Resort in the mid 90’s. Champneys was a pivotal company in my career, I learnt so much and over the 7 years I worked there and quickly moved into management roles. We grew the spa from 20 to 42 treatment rooms during my time, and I was heavily involved in the development and was on the project team for the introduction of the first spa software system, before that we’d been managing everything on paper! 

What does your role in a project involve?  

Typically, I start on a project at a very early stage and carry out feasibility to establish the demand and type of facility that fits the business and location. I then work with the architect and designer as the operational expert on the project to evolve the design and plans. Once the build starts I then start on the operational set up and get involved in everything from software selection and configuration, recruitment, product brand selection, developing the treatment menu, operational manuals, health & safety planning, FF&E and OS&E orders, support with marketing and basically any other task that is needed to open the spa as smoothly and successfully as possibly. 

What projects have you worked on before Sakura Spa at Gisborough Hall? 

I started my consultancy business in 2008 and had the privilege to work on some fantastic spas over the years including Lifehouse Spa, The Langley, Nadara Spa at The Coniston and The Spa at Carden to name just a few.  

How do you feel when you see a spa project come to life? 

At times during a project, I am working so closely on the detail I can forget the end picture so as the spa comes to life and I start to see the finished product it is really exciting and rewarding, however this time is quite often the busiest time, training the team, unpacking box after box, answering 100’s of questions a day (how, why, where) and pulling all the last minute touches together. The day we welcome our first guests to the spa is magical, to see our guests enjoying the project teams’ hard work. 

What’s one guest experience you’re most excited for people to enjoy? 

The thermal spa garden and the small, unique features we have. I don’t want to give too much away but the sauna snugs are going to be such a great space to escape into, especially on cold wet days.  

How did sustainability or eco-friendly practices shape your operational plans? 

This is an incredibly important but challenging part of many spa projects. A spa is about luxury an indulgence but also nature and simplicity, particularly at Sakura Spa. Luxury and sustainability can a times be a hard balance. We considered our environmental impact at every stage of this project. The owners decision to refurbish an existing building meant we were off to a good start. The hotel invested in a biomass boiler some years ago which offers a low carbon solution, reduces landfill waste, improves air quality and is a renewable energy source. Nic Tamlin our interior designer has made sustainable choices in interior finishes, and we have identified local suppliers where the quality is not impacted. 

A robust pool cover maintains the vitality pool water temperature out of hours and an acoustic board in our treatment rooms made from a naturally occurring renewable, low impact raw material that stores CO2 are just a few of the environmentally conscious solutions we have used in this project. 

Operationally we are working with suppliers and partners who have excellent sustainability practices, we have partnered with BCorp businesses and limited the number of disposable items used but were we do it is a considered decision such us using Scrummi disposables in treatment rooms, these soft disposable towels are made from a waste product and mean we launder less towels.  

We are encouraging guests to bring their own water bottles and have our own available to purchase at a low price to encourage reuse and lower the use of one-use cups, when guests do use one use items they can be reassured they are made from recycled materials. We also encourage guests to bring their own footwear rather than gift new flip flops to every guest. Again, we will have them available if needed but encourage reducing waste and of course we are recycling all glass, paper and plastics used in the spa. 

What’s your secret to creating a spa that is luxurious and runs smoothly? 

Excellent planning with a thoughtful, considered approach to guest experiences, balanced with more than 35 years experience in spa operations and pulling on the expertise of everyone involved in the project and day to day operations but also recognising we don’t get every aspect right in the development and being open to recognise what’s not quite working and a willingness to react quickly and make changes. Its then down to the operational team so thorough training and an attention to detail which the team at Gisborough excel at. 

What’s the one spa treatment you think everyone must try? 

We have designed a beautiful treatment for the head and scalp. It has been created to regulate the vagus nerve that controls the parasympathetic nervous system to reduce stress, calm the heart rate support digestion and improve emotional balance. We had a desire to create something unique and transformative using a variety of techniques and guided breathwork, it’s just heavenly. 

Have you had any moments during the planning that changed the spa for the better? 

We have had quite a few of those, one key moment was when Nic Tamlin came on board. Working with a designer who is constantly considering the touch, feel and also the emotions and connections within the design makes creating a spa exciting. Spa is all about the senses, the aroma of the spa should reach you before you see it, the sounds you hear, the tastes and of course the touch in our treatments. We want the spa to look beautiful but also ‘feel’ special. Nic has taken the time to understand the desired guest experience in each area and worked within the boundaries the space allows to support the operational requirements to give our guests the very best experience. Another was when Vicki accepted the role of Spa Director, she had been fundamental in the project from a hotel perspective but stepping into the role full time bringing all her expertise and knowledge of the hotel has really supported a seamless integration of the spa into the wider hotel operation. 

What’s your favourite behind-the-scenes detail that guests might not notice but makes a big difference? 

For me that’s always the tech. Having been in the industry long before we had spa management software, I can remember pencil and paper diaries, we used to run a 20-treatment room spa with a paper diary, and I can’t imagine doing that now. The efficiencies that technology gives us supports a smooth operation which gives staff more time with the guests and supports delivering a seamless guest journey, but as with all tech, the data is only as good as the configuration and data we put in. 

How do you balance creating a calm, relaxing atmosphere with the busy day-to-day operations to ensure every guest feels cared for? 

Good planning of the client journey is essential, attention to detail, recognising what different guests want from their spa time and trying to deliver, the small touches and delivering them consistently. 

Ensuring guests have different spaces to move around to depending on what they want out of their experience is key. For some people a spa is a place to take time out with friends, socialise and chat, for others it is a personal escape to rest and even sleep. Allowing all guests to get what they want out of their precious time in the spa is important. 

What’s one thing about spa operations that would surprise most people? 

How much work goes on behind the scenes to make everything run smoothly, when people learn what I do for a living the comment is most often “on how lovely it must be working in a spa, so relaxing’, it is lovely, but it is most definitely not relaxing. 

If you want to be one of the first to experience Sakura Spa plan your spa day now