Interview with Ms. Shirley Xu,
Spa & Fitness Center Manager, The Retreat, The Sukhothai Shanghai
In the evolution of the spa and wellness industry, there has been a significant shift from a focus on physical relaxation to a more comprehensive approach to health and well-being,” says Shirley Xu, a seasoned expert with over 20 years of experience in the spa and wellness industry. “Years ago, spa services primarily aimed to relieve muscle tension and fatigue through physical massage. Now, with a deeper understanding of wellness concepts, consumers are seeking more profound health experiences, placing greater emphasis on mental and emotional well-being.”
Throughout her career, Shirley Xu has held key roles in several renowned international hotel management groups, including Starwood, Park Hyatt, and AHNLUH. Her extensive industry experience has endowed her with sharp insights, professional expertise, and exceptional management wisdom. She has deep knowledge and unique perspectives on spa therapies, massage techniques, wellness products, and cutting-edge health treatments, along with long-term practice and understanding of customer service.
SpaChina recently interviewed Shirley Xu, Spa & Fitness Center Manager of The Retreat, at The Sukhothai Shanghai.
How have people’s perceptions of spa and wellness changed over the years? What trends have you observed in the industry as a spa expert?
Modern consumers increasingly value personalized and customized services. They expect spa centers to provide comprehensive healing solutions tailored to individual needs, not only to improve physical conditions but also to enhance their mental well-being. The global outbreak of the pandemic accelerated this trend, with people paying more attention to boosting immunity and achieving holistic health. As a result, the spa industry has begun to integrate more wellness elements such as nutritional counseling, mental health support, and lifestyle coaching to cater to consumers’ pursuit of total well-being.
Consumers are also gravitating toward services that enhance overall health and spiritual healing. This trend reflects a more profound understanding of health – not merely the absence of illness but the inclusion of physical and mental well-being. For example, the growing popularity of holistic and natural therapies highlights the importance of harmony with nature and the use of natural resources to promote health. These therapies often include yoga, meditation, aromatherapy, and the use of natural products, aiming to reduce stress and improve quality of life.
Applying these trends in the spa industry involves offering more personalized services, integrating technology with traditional therapies, and creating environments that foster relaxation and rejuvenation of both body and mind.
The Retreat at The Sukhothai Shanghai has introduced several innovative health therapies. Could you share with us the signature therapies “Sleep Well Therapy” and “Immunity Boosting Therapy” and their inspirations?
In first-tier cities like Beijing, Shanghai, Guangzhou, and Shenzhen, competition is fierce and young people sleep very little – often less than seven hours on average. After the pandemic, 38% of people reported sleep issues, and there is a close link between sleep disorders and lifestyle-related diseases. Poor sleep has become a major issue for modern city dwellers, and this problem has only worsened post-pandemic. To address sleep health issues faced by contemporary urbanites, we developed the “Sleep Well Therapy.” This therapy uses a series of specially designed treatments aimed at improving sleep quality and, as a result, enhancing overall life quality.
Additionally, as an extension of the “Sleep Well Therapy,” “Immunity Boosting Therapy” is specifically designed for those recovering from the pandemic, focusing on improving sleep and boosting immunity to reduce the risk of disease recurrence. The inspiration for these therapies comes from our understanding of modern lifestyles and our pursuit of healthy and happy living. Through these innovative treatments, The Retreat not only offers physical relaxation but, more importantly, mental healing.
What are the most important factors in creating a spa that provides excellent service and ensures a smooth guest experience?
Creating an outstanding spa requires consideration from multiple dimensions. First, a clear health philosophy is essential, as it guides a deep understanding of health and healing. From the very beginning of The Retreat’s planning, we made health and healing the core of our concept. Quality is key – this includes providing high-quality products and services, as well as ongoing staff training and service quality monitoring. Since opening, we have consistently focused on quality. Innovation is also indispensable, as spa centers must continuously introduce new therapies and technologies to stay competitive. The Retreat was a pioneer in introducing “Sound Therapy” in 2018. Other offerings include detox treatments, Himalayan salt therapy, singing bowl massages, Sleep Well Therapy, Immunity Boosting Therapy, and rehabilitation therapies, all of which have earned recognition for The Retreat’s brand, increasing guest loyalty and conversion rates. Our goal is to help guests bring health back home. Furthermore, attention to guest experience is crucial, including personalized services, feedback collection and processing, and creating a comfortable environment. Lastly, we must truly understand and meet guests’ health needs.
Could you share the creation process of “Shirley Has A Booster” essential oils, and how you integrated market demand with your understanding of wellness in these products?
The creation process of “Shirley Has A Booster” essential oils is a typical example of combining market demand with wellness concepts. When searching for suitable essential oils for the “Immunity Boosting Therapy” treatment, I found that existing products on the market did not fully meet the preferences of domestic guests. There is a difference between domestic and international preferences for scents – domestic guests tend to favor refreshing, mild fragrances. The longevity of the fragrance depends on the essential oil proportions. Since I couldn’t find a satisfactory product, I decided to develop one myself.
Thus, this essential oil was created with an emphasis on the refreshing texture and mild scent preferred by Chinese consumers while focusing on boosting immunity. During the development process, I adjusted the proportions and ingredients of the oils several times to ensure that the product not only provided a pleasant sensory experience but also had immunity-boosting effects. This meticulous attention to detail and unwavering pursuit of quality resulted in the exclusive “Shirley Has A Booster” essential oil.
How should modern people integrate health practices into their daily lives in today’s fast-paced world?
I have always believed that a healthy lifestyle is a daily practice, not just an occasional indulgence. Modern consumers are more focused on prevention and proactive health management, seeking a comprehensive healthy lifestyle that includes healthy eating, regular exercise, stress management, and quality sleep.
This trend is driving spas to offer more diverse and personalized services, such as health consultations, customized treatments, and lifestyle guidance. Additionally, the increasing focus on mental health has encouraged spas to incorporate more services focused on emotional management and stress relief, such as meditation and mindfulness practices. The shift in consumer attitudes toward health demands that the spa industry continues to innovate to meet their aspirations for a comprehensive healthy lifestyle.
We regularly organize health open days, inviting our loyal and potential guests to learn, experience, and interact with our wellness philosophy. In 2024, we will implement nine of the twelve global healing methods, providing guided therapies during spa treatments, allowing guests to learn health concepts at The Retreat and continue these practices at home for stress relief.
Looking ahead, what do you think are the greatest opportunities for creativity and innovation in the spa and wellness industry? How can we adapt to the unique needs and preferences of different markets while maintaining high standards of service and innovation?
First, the integration of technology and health services: The application of new technologies is revolutionizing the spa and wellness industry. For example, one recent trend is the use of full-spectrum infrared and red light therapy, which is widely used in rehabilitation centers abroad. We were the first in China to introduce full-spectrum infrared and red light spa therapy. Our “Immunity Boosting Therapy” uses the powerful Clearlight infrared sauna to improve sleep, stimulate lymphatic detoxification, and enhance collagen production in the skin. This unique combination of therapies – including full-spectrum red light, salt therapy, aromatherapy, sound therapy, and color therapy – improves overall immunity, respiratory health, balances the nervous system, and promotes mental and physical well-being.
Secondly, diversification and personalization of services: As consumer demand diversifies, the spa market will increasingly focus on offering a variety of personalized services. Specialized treatments for different skin types and issues, as well as dedicated sports rehabilitation services, will continue to emerge. Personalized and customized spa services will better attract consumers.
Furthermore, green and sustainable development: There is growing global emphasis on environmental protection and sustainability, and the spa industry will move toward greener practices. Eco-friendly, organic, and sustainable products and services are becoming more popular with consumers.
Lastly, cross-industry collaboration: The Retreat has been practicing and exploring deep integrations and cross-industry collaborations with various brands, developing cutting-edge new projects, products, and innovative experiences to provide guests with extraordinary encounters.
What challenges do you think the spa industry is facing today, especially in the context of global changes in health and tourism?
With the rapid growth of the health industry, one of the greatest challenges we face is finding a large number of professionals to better serve our guests. There is a significant shortage of qualified personnel. We need professionals with industry backgrounds who can speak English, possess an international perspective, and have excellent communication skills with clients.
Additionally, under current market demand, how many new projects can we develop each year to meet consumer needs? Who are the target audiences for these new projects, and what is the pricing strategy? Consumers’ habits are changing, with both younger Gen Z consumers and wealthier retirees contributing to shifting market dynamics, which is something we must carefully consider.