Meet Reshma Madhub - Spa Manager at Long Beach's Cinq Mondes Spa
July 03 2019
July 03 2019
There’s nothing like going on holiday to a paradisiacal destination and finally being given the opportunity to fully unwind and relax - made all the more possible by a sensational treatment at one of the island’s top spas. The gorgeous and modern five-star Long Beach hotel has everything you could need for a luxurious holiday in Mauritius, including a phenomenal Cinq Mondes Spa, a tranquil haven, surrounded by lush tropical gardens and water features with an impressive treatment menu to cater to any need.
While there are many reasons to visit the Cinq Mondes Spa at Long Beach, one of the top reasons is definitely because of the friendly, highly-trained expert therapists, who masterfully tailor the treatments to meet the needs of the individual clients and to bring peace and calm to all who visit.
We chatted to the Long Beach Cinq Mondes Spa Manager, Reshma Madhub (who has spent two years with Cinq Mondes Spa but 16 in the industry), to find out more about her special role and what is on offer at the spa:
Why did you choose to become a spa manager?
There are so many reasons why I wanted to get involved in the beauty industry. I am a people-loving person and very passionate about all things beauty-related. I want to make people feel confident about themselves by helping them to improve their overall wellness and lifestyle. I like to teach people how to take care of themselves because many people don’t do this. I think it’s crucial to respect your body and I feel that that respect will ultimately lead to improved beauty.
Since I was a little girl, I have loved beautifying people. I started applying makeup to my dolls from when I was young as well as to my grandmother. I also loved giving massages. I realised I had a passion for it and decided that it was my dream career, even though my dad was against it and made me pursue a career as a secretary instead. It didn’t take me long to realise that that was not my cup of tea!
I decided to leave that job and started my studies in the treatment of aesthetic beauty. I started my career in a spa where I learnt a lot! I worked with a foreigner who taught me a huge amount and helped me to improve my skills.
In 2004, I joined the hospitality industry, where I got to meet many new people and expand my skill set.
I think I am someone who got promoted quickly because I was really determined and worked very hard. I was promoted to a management position when I worked at the Heritage and was tasked with reviving a spa that was on a downward spiral. It was a huge challenge but I made it happen. This became a bit of a niche for me and I worked at a number of hotel spas that needed some new inspiration. I like to think I have brought about a lot of change and with that, a lot of positivity and clients too!
What about Long Beach makes you excited about working there?
I enjoy it because it’s been a wonderful challenge for me. When I first arrived, the spa was beautiful, but not as successful as everyone would have liked. But since my arrival, I have changed the environment and it’s doing really well now. The spa here is really unique with a stunning design and the energy is equal parts calming, positive and blissful! It has a lot of potentials. My goal at Long Beach is to make this spa here one of the best and most popular on the island.
I like to think I bring a lot of positivity to the spa and I think people can really feel that. More and more guests are visiting us for treatments and we recently got a luxury spa award we are very proud of too!
What does a typical day at work look like for you?
I start work at 8:30 am, attend a daily morning meeting and then I brief my team. I also set up my marketing strategy for the day to encourage guests to visit us and I ensure that I get any feedback from clients who joined us at the spa the day before to find out about their experience. Once I have done this, I meet with guests and tell them about our spa, do admin and interact as much as I can with my staff and our clients.
I also spend a lot of time doing sales work for the spa, liaising with journalists to explain to them what we offer and to ensure they get the right message out there. I typically end my day at 7:30 pm every day.
Where do you see yourself in 5 years from now?
I would love to be a Spa Director, with multiple spas in my portfolio, or perhaps a Spa Consultant.
What do you do in your free time?
In my free time, I enjoy listening to music, dancing and meeting up with friends.
How do you manage your personal life based on your work schedule?
I actually find this very difficult because of my tight work schedule. In the mornings, before I leave for work, I focus on my family and make sure they have everything they need for the day. When I get back home from work, I sit with my family, talk to them and make sure we catch up on the day's events. On my off days, I spend as much quality time with my family as possible and I like to take them out.
How do you handle an angry or dissatisfied customer?
My approach depends on the customer and the situation at hand. Generally, however, when I get an angry customer, I first listen to them carefully and let them vent their frustration. I then apologise, make them feel heard and valued and I do my best to solve their issue.
Every now and then we have a situation where the staff doesn’t understand what the customer wants and this can lead to dissatisfaction. But because I have had a lot of experience, once I listen to them I can understand what they want and offer them a whole new experience. Listening carefully and understanding the customer is very important in these situations.
How do you apply Timeless Memories concept in your work?
I think we go above and beyond in everything we do and that way, we create moments that stay with our clients. Most of our clients are very trend-oriented, they like to follow what is going on in the beauty world. So I do my research and ensure there are special, on-trend packages ready for these guests, something they are sure to like and something which will be more memorable than the standard treatment. And if it’s a special occasion for one of our clients, like a birthday, we offer unique experiences to ensure that our customer feels spoilt and different.
Working in the hospitality industry implies being in a good mood all the time, how far do you agree on this?
I strongly agree on this, in fact, all my clients ask me “Reshma, how can you be in a good mood all the time?”. I leave my personal problems at home when coming to work, that’s why I always arrive with a smile. Working in a spa means you have to be jovial and friendly, it’s important for the clients to have great service and a wonderful environment for their spa experience and beauty treatments.
What is your favourite thing about Long Beach?
I think Long Beach’s modern architecture and the contemporary vibe is so impressive. It is really beautiful. I also love the motto of the hotel “Feel the energy”.
Where do you see the spa industry in the 10 years from now?
I think going to a spa has become very trendy. The interest in spas has definitely increased since people have become more health conscious. These days many people are really invested in their overall wellness and lifestyle and in the next ten years, I think going to a spa will be regarded as part of a routine more than just a luxury. People are moving more and more towards natural and healing things.
What products are used at the spa and what makes them so special?
The Cinq Mondes products are of incredible quality and came from Paris. They are natural products and are made without parabens and silicone. A lot of research goes into the creation of every single Cinq Mondes product and the ingredients for each of them are sourced from around the world to ensure that only the very best are used.
In fact, there’s a new Cinq Mondes cream, the Géto Suprême Cream which comes from Okinawa in Japan. It is based on a plant that grows there that the local people eat to rejuvenate themselves. This cream helps to re-build 53% of the collagen in the skin and naturally has incredible anti-ageing benefits.
All Cinq Mondes products have a wonderful story behind them and they are not harmful in any way.
If there was one treatment that you would suggest to a guest - one “must-try” treatment - which would it be?
It’s difficult to choose one, but I think one of the Rituals would be really fantastic because they are really unique sensory journeys in and of themselves.
How you do personalise spa treatments?
The personalisation of spa treatments is really important to us because everyone is different and different people have different needs. In order for us to personalise our treatments, we do a quick consultation with the client to make sure what they have booked is right for them and to ensure we can give them what they need during their appointment. We ask them about concerns, issues and preferences and work from there.
How far in advance should guests arrive at the spa for the full experience?
It’s best to arrive at least 20 minutes before a spa appointment, so that we can have the consultation and so that clients can dress into the spa attire and enjoy a welcome drink (detox water or tea, for example). If clients wish to use the spa facilities it’s best to arrive quite a bit before.
What is your favourite treatment and why?
The Ayurvedic treatments are my favourite as they are very healing on many levels.
What makes your spa so special?
There are quite a few reasons I think our spa is special. We have very unique offerings, an idyllic and serene environment and we have a pond and water features. It’s perfectly located away from the resort so people can really break away from the world and indulge in the tranquillity of the spa.
What about your spa do guests seem to love the most?
Our detox treatment is very popular!
What Mauritian-inspired treatments do you offer?
We offer the Ayurveda treatment because Mauritians really loved it and we personalise it in a Mauritian context. They love the Ayurveda because it is rooted in their ancestry. They regard massage as the remedy of all pains. Mauritians love a good massage.
Do you offer any spa specials or packages? If so, what are they?
We offer an array of packages but unlike many spas, we don’t have too many that are ‘set’ packages. As I have mentioned we believe everyone is so different that we prefer to tailor-make our packages. We create these based on the customer's needs and wants.
If you would like to indulge in some pampering while on holiday at Long Beach, then be sure to give Reshma Madhub and her team a visit for an unforgettable spa experience in this tropical haven.