Spa Insider

About Spa Insider

Welcome to Spa Insider, the podcast for spa professionals who want to grow, connect, and thrive. Hosted by Universal Companies—trusted by spas from the Ritz-Carlton to independent practitioners—we share tips, tools, and expert advice to support your day-to-day and long-term success. Whether you’re new or seasoned, you’ll find helpful insights in every episode.

Publisher

Universal Companies

Category

business

Language

en

Explicit

No

First episode

19 Sept 2025

Latest episode

15 Sept 2026

Latest episodes

19 episodes in the feed.

1. 

   15 Sept 2026

   The Longevity Opportunity Spas Are Missing with Nancy Griffin

   What does longevity actually mean for the traditional spa? Nancy Griffin has spent more than three decades in the spa and wellness industry and countless hours speaking with leading voices in aging and longevity. In this episode of Spa Insider, she joins John Cowan to explore how spas can participate in one of wellness’s biggest movements without trying to become med spas or making massive investments in equipment. The conversation starts with something surprisingly simple: connection. Nancy sees spas becoming valuable “third spaces” where people can gather, learn and build relationships. From there, she and John explore the demographic shift reshaping the spa customer, why ageism can quietly show up in marketing and staffing, and how spas can better serve guests across generations. They also dig into practical opportunities for operators, including personalized treatments, thoughtful add-ons, stronger retail programs, memberships and community events, and partnerships that can help fill traditionally slower periods.In this episode: Why social connection belongs in the longevity conversation- How spas can become true community “third spaces” Why an aging population represents a major opportunity for spa- How ageism shows up in imagery, language and staffing Why Nancy believes the phrase “anti-aging” needs to go Marketing to a guest’s condition or desired outcome instead of their age Personalization and customization as the future of spa treatments Using add-ons and retail to extend wellness beyond the treatment room Why senior living communities could be valuable spa partners How memberships, book clubs and events can create stronger guest relationships

2. 

   18 Aug 2026

   Building an Esthetics Career that Stands Out with Joanne Berry

   What happens after esthetics school? That was one of the biggest themes in my conversation with Joanne Berry, founder of Wellness Education Hub. Joanne trained in the UK, where her education included both aesthetics and massage, and she has spent more than three decades teaching spa professionals around the world. In our conversation, she talked about the very real gaps that can exist when students graduate from shorter licensing programs in the U.S. and what educators can do to help fill them. We also got into something Joanne feels strongly about: finding your lane.Instead of trying to become good at everything, she encourages practitioners to figure out what they’re naturally drawn to, then keep building the skills that make them better in that area. For Joanne, that has meant everything from massage and lymphatic drainage to oncology esthetics, aromatherapy, and menopause skin health.We also talk about mentorship, how to find trustworthy education once you leave school, and why TikTok probably shouldn’t be your only source of professional advice. If you’re an esthetician, massage therapist, educator, or spa leader, there’s a lot in this conversation about how we can better prepare the next generation and keep getting better ourselves.

3. 

   10 Aug 2026

   From Story to Strategy: Building a Business People Believe In with Patrick Huey

   Every business has a story, but the strongest ones do more than tell it. They bring it to life through their culture, decisions, leadership, and the experiences they create for both employees and guests. In this episode of Spa Insider, John Cowan sits down with Patrick Huey, Director of Operations, Global Wellbeing at Hyatt Hotels Corporation, and creator and host of At the Podium, to explore the role story plays in building an authentic and enduring business. Patrick explains why your story is not something you manufacture for marketing. It begins with why you started, the problem you wanted to solve, and what continues to drive you. He also shares why that story must be supported by evidence, reflected in daily operations, and strong enough to guide the business through changing trends. Together, they discuss: How to uncover the real story behind your business Why purpose matters to both employees and guests How story shapes culture and creates emotional connection Why authenticity must extend beyond marketing How to evaluate trends without losing your identity Why feedback is more valuable than chasing perfection Why strong stories still need evidence and results Patrick also shares how his background as an actor shaped his understanding of the human condition, what motivates people, and how meaningful stories take shape. This conversation is an important reminder that the businesses people believe in are often the ones that know who they are, stay true to it, and make that purpose visible in everything they do.

4. 

   28 Jul 2026

   From Good to Forbes Five Star: Your Guide to Creating Standout Spa Experiences

   Great service is expected. The real question is what makes your spa meaningfully different. In this episode, John Cowan speaks with Catherine Warren, Vice President at Arch Amenities Group, who oversees Forbes Five-Star training across more than 80 luxury spa properties. Catherine breaks down what exceptional service looks like beyond the checklist, from personalization and anticipatory care to luxury language, team presentation, brand consistency, and the operational details guests may never consciously notice but still experience. She also shares practical ways resort spas, day spas, and independent professionals can raise their standards without relying on a larger budget. The conversation explores how to coach teams in real time, create a more seamless guest journey, hire people with a natural instinct for service, and build a culture that is genuinely centered around the guest. You’ll learn: What truly sets exceptional spas apart How anticipatory service works in practice Why personalization and name usage matter Which service touchpoints spas commonly overlook How to ensure the experience reflects your brand Where to begin when training your team Why some of the most impactful improvements cost nothing How a guest-centric culture strengthens the entire spa experience A practical and thoughtful conversation for spa owners, directors, therapists, estheticians, and hospitality leaders who want to create an experience that feels intentional, distinctive, and genuinely caring.

5. 

   20 Jul 2026

   From Nurse to CEO: A Caregiver's Approach to Hospitality with Michael Tompkins

   When I first started researching Michael Tompkins, I couldn't stop reading. His career has taken him from registered nurse to massage therapist, from helping shape Canyon Ranch's approach to health and wellness to serving as CEO of Miraval Resorts, Chairman of the International Spa Association (ISPA), and now General Manager of The Inn at Little Washington. Yet despite leading some of the most respected organizations in hospitality, one thing has remained constant throughout his career: a deep commitment to caring for people. That became the heart of our conversation. We explore what nursing taught Michael about leadership, why creating extraordinary guest experiences begins with creating an extraordinary employee experience, and how trust, empathy, and psychological safety shape the culture of an organization. Along the way, Michael shares practical leadership lessons that every hospitality professional can apply—from empowering employees to make decisions, to creating an environment where people feel safe to learn, grow, and genuinely care for others. In this episode, we discuss: Michael's journey from nursing to luxury hospitality leadership Why employee experience directly influences guest experience How to create cultures built on trust, empathy, and accountability Why empowering employees leads to better service The importance of knowing the people behind every role Why great leaders train their replacement Leadership lessons from Canyon Ranch, Miraval Resorts, ISPA, and The Inn at Little Washington This conversation reminded me that the best hospitality isn't created by policies or procedures, it's created by people who feel supported enough to care for others. I hope you enjoy this conversation as much as I did. Subscribe to Spa Insider for more conversations with the leaders shaping spa, wellness, and hospitality.

6. 

   14 Jul 2026

   The Psychology Behind Extraordinary Spa Experiences with Jeremy McCarthy

   In this episode of Spa Insider, John sits down with Jeremy McCarthy, CEO of Leisure Alchemy, former Group Director of Spa & Wellness at Mandarin Oriental Hotel Group, and author of The Psychology of Spas & Wellbeing, to explore the science behind exceptional guest experiences. Drawing on decades of leadership in luxury hospitality and a master's degree in Applied Positive Psychology from the University of Pennsylvania, Jeremy explains why the most memorable spa experiences aren't accidental—they're intentionally designed around how people think, feel, and remember. In this conversation, you'll learn: Why spa is first and foremost a psychological experience How small details can dramatically influence guest perception and perceived value The guest journey mistakes many spas unknowingly make Practical ways to create experiences guests remember long after they leave The career-defining conversation that changed Jeremy's perspective on innovation and guest experience Whether you're a spa owner, hospitality leader, therapist, or simply passionate about creating meaningful experiences, this episode will challenge the way you think about service, wellness, and human connection.

7. 

   7 Jul 2026

   What Great Spa Leaders Do Differently with Ginger McLean

   What separates an exceptional spa from an average one? In this episode of Spa Insider, John Cowan sits down with Ginger McLean, Executive Director of Spa & Wellness at Revival Spa at Renault Winery Resort, to explore the leadership principles behind unforgettable guest experiences and high-performing spa teams. With more than 25 years of hospitality leadership experience, Ginger shares practical insights on building strong teams, creating brand loyalty through consistency, and why investing in your people is one of the most effective ways to improve both the guest experience and business performance. You'll also discover Ginger's leadership philosophy of cross empathy, an approach that encourages team members to experience different areas of the business firsthand, creating stronger collaboration, better communication, and more confident employees. In this episode, you'll learn: Leadership lessons from more than 25 years in hospitality Why exceptional spas are built from the inside out Why consistency is the foundation of brand loyalty How cross empathy improves both team performance and the guest experience Practical ways to build stronger teams and better guest experiences Whether you're a spa owner, operator, manager, or hospitality leader, this episode is filled with timeless leadership insights you can put into practice immediately.

8. 

   29 Jun 2026

   Know Your Purpose: Timeless Lessons for Today's Spas with Mary Bemis

   In this episode of Spa Insider, host John Cowan sits down with Mary Bemis, founder of Insider's Guide to Spas, co-founder of Organic Spa Magazine, and the launch editor of American Spa Magazine. Having spent nearly three decades documenting the evolution of the spa industry, Mary offers a thoughtful perspective on where spa has been, where it's headed, and why its most important principles remain unchanged. Together, John and Mary explore the future of day spas, the rise of longevity and biohacking, and why businesses don't need to chase every trend to remain successful. Mary shares why she believes spas should focus on their strengths, become an integral part of their communities, and stay true to the purpose that made them successful in the first place.In this episode, you'll learn: - Why the most successful spas know exactly who they are and who they serve - How to evaluate new wellness trends without losing your identity- The role of day spas in the future of wellness - Why simpler spa menus often create better guest experiences - The timeless foundations of spa, including touch, nature, beauty, movement, community, and self-care - How understanding your mission can shape every business decision you make Whether you're a spa owner, spa director, esthetician, wellness entrepreneur, or hospitality leader, this conversation is a reminder that while trends come and go, authentic guest experiences and human connection never go out of style. Subscribe for weekly conversations with the leaders shaping the future of spa, wellness, and hospitality. #SpaIndustry #SpaLeadership #WellnessBusiness #DaySpa #GuestExperience #SpaManagement

9. 

   23 Jun 2026

   The Hidden Profit Opportunities Most Spas Miss with Frank Pitsikalis

   Are spas leaving money on the table without realizing it? In this episode of Spa Insider, host John Cowan sits down with Frank Pitsikalis, CMO and SVP of Product Strategy at Agilysys and founder of ResortSuite and to explore the hidden opportunities that can dramatically improve spa profitability, guest experience, and operational performance. Drawing from decades of experience and insights gained from working with thousands of spas, Frank explains why spas should think more strategically about how they manage their most valuable asset: time. He introduces concepts such as dynamic availability, dynamic pricing, and revenue management, and shares real-world examples of how simple scheduling changes can significantly increase profitability without adding treatment rooms, staff, or guests. Frank also discusses how technology, AI, and self-service booking tools are reshaping the guest journey, reducing friction, and helping spa teams focus more on hospitality and less on administration. Throughout the conversation, Frank shares practical insights on: • Revenue management and dynamic availability • Increasing profitability through smarter scheduling • Reducing schedule gaps and unused appointment time • Dynamic pricing in spa and hospitality • Measuring profit-per-minute and revenue-per-staff-hour • Retail, upgrades, and ancillary revenue opportunities • The role of technology and AI in guest experience • Creating frictionless booking experiences • Leadership lessons from his mentors Whether you're a spa owner, director, operator, therapist, wellness professional, or hospitality leader, this episode is packed with actionable ideas that can help you improve performance and unlock hidden opportunities within your business. Subscribe for weekly conversations with leaders shaping the future of spa, wellness, and hospitality. #SpaManagement #SpaLeadership #SpaBusiness #RevenueManagement #GuestExperience #Hospitality

10. 

    15 Jun 2026

    Making Wellness More Inclusive with Jean-Guy de Gabriac

    What does it mean to create wellness for all? We explored that question on this episode with Jean-Guy de Gabriac, founder of World Wellness Weekend, who shares his vision for making wellness more accessible, inclusive, and impactful for people around the world. Jean-Guy explains how World Wellness Weekend has grown into a global movement spanning more than 11,000 venues and 20,000 activities, all centered around the belief that wellness should extend beyond paying guests to support employees, local communities, and those who may not otherwise have access to wellness experiences. He discusses the importance of social connection, breaking down stereotypes around age and ability, and why wellness professionals have an opportunity to positively impact lives far beyond the treatment room. Throughout the conversation, Jean-Guy shares insights on emerging wellness trends, the rise of social wellness, the role of emotional intelligence in an increasingly AI-driven world, and the simple yet powerful idea that while we may touch skin, our true purpose is to touch lives. He also offers practical advice for spa, wellness, and hospitality businesses looking to participate in World Wellness Weekend and expand their visibility through the global Wellness for All movement. If you work in the spa industry, wellness industry, hospitality, fitness, massage therapy, health and wellness, or hotel and resort operations, this episode offers valuable perspective on where wellness is headed and how businesses can play a meaningful role in shaping its future. Subscribe for weekly episodes featuring tips, tools, and expert advice from industry thought leaders in spa, wellness, and hospitality! #wellnessforall #worldwellnessweekend #wellnessindustry #spaindustry

11. 

    8 Jun 2026

    The Strategy Behind Exceptional Spa Experiences with Jennifer Holzworth

    What separates high-performing spa teams from the rest? We dug into just that on this week's Spa Insider episode with Jennifer Holzworth, Vice President of Spa & Wellness Operations at Montage International and member of the ISPA Board of Directors, who shares the leadership principles, operational strategies, and team development practices that drive exceptional guest experiences and business performance. Jennifer explains why training is the highest-leverage investment spa leaders can make, how to create operational efficiency without sacrificing service, and why every team member - from therapists and estheticians to front desk associates and attendants - plays a critical role in shaping the guest experience. She discusses the metrics leaders should be tracking, how to use operational data to make smarter decisions, and the importance of building a culture where employees are empowered to grow and succeed. Throughout the conversation, Jennifer shares practical insights from her experience leading luxury spa operations, including balancing profitability with guest satisfaction, developing high-performing teams, and creating an environment where employees become your strongest advocates. If you work in the spa industry, wellness industry, hospitality, esthetics, massage therapy, spa management, or spa retail, this episode is packed with actionable insights you can apply immediately. Subscribe for weekly episodes featuring tips, tools, and expert advice from industry thought leaders in spa, wellness, and hospitality!#spamanagement #spaleadership #guestexperience #spaindustry

12. 

    1 Jun 2026

    Building a Wellness Ecosystem with Tammy Pahel

    How can you incorporate wellness into every touchpoint of your spa experience and do it effectively? Tammy Pahel, who oversees spa and wellness at Carillon Wellness Resort Miami and serves as chief wellness officer for Alchemy Resorts, explains how: Carillon integrates wellness across the guest experience, from a 70,000-square-foot spa and functional medicine to AI beds, in-room yoga, and 250 weekly fitness classes. Launching touchless wellness technology circuits in 2020 after spotting spa tech as a new revenue stream in 2019, initially prioritizing immune, respiratory, stress, and recovery benefits. Her process for selecting high-CapEx equipment, aligning purchases to location and guest demand, and marketing aggressively with visual demos. She notes 65% of revenue comes from locals, technology raises average spend, circuits run 2.5 hours at $399–$499 with low labor, and top drivers include cryotherapy and red light, supported by free trials and package pricing. If you work in the spa industry, wellness industry, hospitality, esthetics, massage therapy, spa management, or spa retail, this episode is packed with actionable insights you can apply immediately. Subscribe for weekly episodes featuring tips, tools, and expert advice from industry thought leaders in spa, wellness, and hospitality!

13. 

    26 May 2026

    Creating Spa Experiences Rooted in Human Connection with Sara Jones

    How do great spas create emotional connection with guests? In this episode, Sara Jones, Managing Director & Editor of Spa & Wellness MexiCaribe Magazine and consultant at AraSpa Consulting, shares her perspective on how culture, personalization, and human connection shape truly memorable spa hospitality experiences. We also discuss:• How cultural nuance shapes spa hospitality • The psychology behind guest connection and loyalty • Using the five love languages in guest experience design • Why personalization creates stronger repeat business • Wellness trends and cultural relevance• Psychedelics and wellness retreats • AI-powered wellness and robotic massage technology and use in different cultural settings • Burnout and staffing challenges in the spa industry • Inclusivity and body diversity in wellness spaces If you work in the spa industry, wellness industry, hospitality, esthetics, massage therapy, spa management, or spa retail, this episode is packed with actionable insights you can apply immediately. Subscribe for weekly episodes featuring tips, tools, and expert advice from industry thought leaders in spa, wellness, and hospitality!

14. 

    19 May 2026

    Lessons in Creating Luxury Spa Experiences with Taylor Fields

    What actually makes a luxury spa experience feel memorable? In this episode of the Spa Insider Podcast, Taylor Fields, Corporate Director of Spa, Wellness, & Retail at PCH Hotels & Resorts & ISPA Board Member, shares lessons in creating luxury spa experiences through southern hospitality, personalized service, staff empowerment, and thoughtful guest experience design. From reading guest cues to creating unexpected moments of delight, this conversation explores practical spa management and hospitality strategies that help luxury spas improve guest satisfaction, strengthen team culture, and create premium wellness experiences across every touchpoint. If you work in the spa industry, wellness industry, hospitality, esthetics, massage therapy, spa management, or spa retail, this episode is packed with actionable insights you can apply immediately. Subscribe for weekly episodes featuring tips, tools, and expert advice from industry thought leaders in spa, wellness, and hospitality! #spaindustry #luxuryspa #wellnessindustry #guestexperience #hospitality #spabusiness #luxurywellness #hospitalityleadership #southernhospitality

15. 

    12 May 2026

    Building a Six-Figure Esthetics Business & Community Building with Maria Ramos

    We sit down with Maria Ramos, a six-figure esthetician and founder of the “Money Making Esthetician” community, the largest professional esthetics group on the internet. Maria shares how authenticity, openness around mental health, and smart marketing strategies helped her build both a thriving aesthetics business and a supportive industry platform. The conversation also explores client-building tactics, recurring revenue strategies, emerging treatment trends, and practical insights for estheticians looking to create more profitable, sustainable businesses.

16. 

    16 Apr 2026

    Curiosity As Your Spa's Competitive Advantage

    We’re joined by legendary spa and wellness consultant Amy McDonald -- former Miraval spa executive and Global Wellness Summit’s Leading Woman in Wellness -- for a conversation that challenges how spas should think about growth. Amy didn’t follow a traditional path. She built her career (and helped shape some of the world’s most successful wellness properties) by staying relentlessly curious. In this episode, we'll unpack how curiosity becomes a competitive advantage: the questions every spa owner should be asking, how to avoid costly mistakes, and why the best operators don’t chase new trends.

17. 

    26 Feb 2026

    From Opening for Britney to Opening High-Performing Spas

    She used to open for Britney Spears. Now she opens spas that make every guest feel like a celebrity. Christina Stratton owns multiple spas, built and sold a boutique spa management firm, and later shaped guest experience globally as Chief Experience Officer at Arch Amenities. On this episode of Spa Insider, we explore what music and spa hospitality have in common: How do you take someone on a journey? How do you create moments that feel personal — even when you’ve done it hundreds of times before? How do you design an experience people don’t just enjoy, but feel? From stage to spa, Christina brings a unique perspective on connection — and what it takes to build something that resonates at scale.

18. 

    28 Jan 2026

    From Vision to Five-Star Reality: Lessons from Opening a Luxury Spa

    In this episode, Nicole Stewart, Spa Director at Nicewonder Farm & Vineyards, walks us through her 18-month journey launching a luxury spa at a destination resort in Appalachia. Nicole shares the lessons she learned along the way — from staffing challenges and training for service excellence to designing experiences guests genuinely remember. This conversation blends practical insight with heartfelt reflection on leadership, mental health, inclusivity, and why taking care of yourself is essential when your job is taking care of others.

19. 

    19 Sept 2025

    Creating Memorable Spa Experiences with Tony Angel of The Ritz-Carlton Orlando

    In this episode of Spa Insider, John Cowan, CMO and Co-Owner of Universal Companies, sits down with Tony Angel, Director of Spa at The Ritz-Carlton Orlando, Grande Lakes, recently named the #1 Best Hotel Spa in the U.S. by USA Today. Tony shares what it truly means to deliver an exceptional guest experience, from the small, thoughtful touches to the deeply personal service moments that guests remember long after their visit. He offers powerful insights into how creating emotional connections and personalized experiences can boost guest retention, elevate your spa’s reputation, and leave a lasting impact. Whether you run a luxury spa or a solo practice, this conversation is packed with practical takeaways on building unforgettable guest journeys, empowering your team, and turning every visit into something guests want to relive—and share.

Reach and audience

Public platform figures. Ratings count people who left a rating, not total listeners.

Apple Podcasts (US)

5.0 / 5

2 ratings

Spotify

5.0 / 5

8 ratings

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Guest appearances

Books guests

Based on episode analysis; this does not confirm that the show is currently accepting guests.