Luxurious amenities and great treatments are an important part of creating a wonderful spa experience for guests, but the spa attendant also plays a major role in ensuring a pleasant and relaxing visit. While their responsibilities may differ depending on where they work, all spa attendants provide personal guest service and help make guests feel welcome.

Denise “Neci” Ward, a spa attendant at Turning Stone Resort’s Skana Spa in Upstate New York, was recently named a Finalist for Forbes Travel Guide’s 2021 Spa Employee of the Year Award along with only four other spa employees in the world—a prestigious and rare honor. She has also been instrumental in Skana Spa’s earning the Forbes Four-Star award over the last five years.

“I have worked with many different individuals in the spa industry throughout my career, and Neci stands out among them all—she personifies the spa experience,” says Shane Bird, Director of Spa Operations at Turning Stone. “We are extremely proud that Forbes Travel Guide has recognized Neci for her dedication to our guests at Skana and for her leadership with our Team Members.”

In addition to recognizing Ward as a Spa Employee of the Year Finalist, Forbes Travel Guide also recently celebrated Turning Stone as the only resort in New York to earn four Forbes Four-Star Awards and named it among the first resorts in the world to earn Forbes’ new VERIFIED safety certification.

Spa Profile: Skana Spa at Turning Stone Resort Casino

We interviewed Ward to learn more about her journey in the spa industry, what it takes to provide the best spa experience for guests, and more.

How long have you worked in the spa industry and what inspired you to make a career out of it?

I joined Turning Stone in 2006 as a spa attendant at Skana Spa, which was the first time I worked in a spa. In fact, when I first learned that Turning Stone had plans to open Skana Spa, I knew I wanted an opportunity to be part of the opening team. I even remember my pastor at the time giving me some excellent advice and saying, “If there’s a job you really want, go get it—don’t wait for the job to call you.”

With that, I found contact information for the hiring manager at the time and continued to reach out several times a week, just to let him know how much I wanted to be a part of the team. And I’m so glad I did because I have loved every moment of the last 15 years working at Skana. 

How has your career in the spa industry evolved over the years and what is your current role/responsibilities?

When I first joined Turning Stone’s Skana Spa as a spa attendant, I was brand new to the industry. There was a lot to learn—procedures for booking guests, how to address guests’ unique needs, familiarizing myself with the many different types of offerings, and how we were going to exceed guests’ expectations every single day.

Over the years, I have learned how to keep a luxury spa running efficiently. More importantly, I’ve learned how to excel at guest service and really tap into guests’ personal needs and anticipate what they’ll need, sometimes even before they do. I’ve also learned how to elevate the spa experience and the high standards of becoming a Forbes Travel Guide-rated spa.

The process of growing as a spa professional has been incredibly fulfilling and I’m still continuing in my journey. In fact, I’ve been studying to become a massage therapist and I’ll be taking my exams shortly. I am incredibly excited about pursuing this new career path within the spa industry.

What do you enjoy about working in the spa industry?

I enjoy working with our guests and being part of their experience at Turning Stone. I find it personally rewarding to help guests decompress and watch as they begin to relax. I have a passion for people and guest service, so whether I’m talking to a guest about a new service we’re offering or they’re sharing parts of their lives with me, I have a complete sense of fulfillment.

How has the spa/wellness industry changed over the years and what are the current trends?

The spa industry has grown significantly over the last 15 years since I started working at Skana. There’s more interest and a deepened focus on the health, wellness, and self-care within our lives. With a heightened appreciation for self-care, time at the spa is no longer viewed as indulgent but rather a necessity of our well-being.

One of the trends we continue to see is a focus on high-quality products with exceptional ingredients. This is something we take pride in at Skana and I think it’s definitely a trend that has become standard practice. People visit spas for the best in professional wellness services, so industry professionals should be well-versed on the ingredients and their benefits.

How has COVID-19 impacted the spa industry and how has your team pivoted?

COVID-19 brought many challenges to the hospitality industry in general and we closed our doors at the beginning of 2020 to keep guests safe. Prior to reopening, we consulted with industry experts and local and national health departments for months to create a comprehensive health and safety plan, which introduced protocols to keep our guests and employees safe, while still maintaining our high standards for guest service.

We currently still have limited occupancy and enhanced cleaning protocols in place, among other measures, but this time with limited occupancy has allowed me to spend more one-on-one time with our guests. For some guests, a visit to Skana is the first time they ventured out of their homes in months, and we’re excited to offer them an ultimate experience of relaxation while also keeping them safe.

Congrats on being a finalist for Spa Employee of the Year! What are some important qualities that one needs to have in order to be considered? 

Thank you! It has been such an honor to be recognized by Forbes Travel Guide and I have been extremely moved by everyone reaching out to congratulate me.

Skana Spa and Turning Stone have been recognized with other Forbes Awards over the years, but this is definitely a first for me. We have very high standards and to be considered among the best in the world is very surreal to me. 

For consideration, I would say first and foremost, the award focuses on exemplary guest service and anticipating guests’ needs. Having patience, treating everyone with kindness, and offering comfort are also important. I like to treat guests as if they were visiting my own home. Spa professionals should have a passion for taking care of guests and they should love what they do.

How do you enjoy practicing self-care?

Self-care isn’t just a career for me—it has been a passion of mine throughout my life. Taking care of yourself and finding time to de-stress and relax isn’t indulgent, it’s necessary. When I’m not unwinding on my back patio, I enjoy manicures and pedicures to melt all the stress away. 

Please share anything else you'd like us to know!

If this past year has taught us anything, it’s how important it is to take care of ourselves. The hospitality industry has certainly been impacted by the pandemic, but with a renewed appreciation for self-care, I believe we’ll come back even stronger as more people have health, wellness, and relaxation as top priority as we begin to recover.

For more information and to book a treatment at Skana Spa, visit the website and follow them on Instagram: @turningstone

[Images courtesy of Turning Stone Resort Casino]

Kamala Kirk is a University of Southern California graduate and has been an editor/writer for more than a decade. She has written for E! Online, Total Beauty, TravelAge West, Malibu Times Magazine, and many more. She resides in Los Angeles and is a proud pug mom. Follow her on Instagram: @kamalakirk