Published: 24 June 2021

A smile is the shortest distance between two people?

Have you ever wondered what your hotel health club or spa is best known for? What is the main thing that people remember about your facility?


What is Mosaic famous for? 

Recently, we found out what Mosaic, is famous for…. From across the street, someone shouted out to Dave, “A smile is the shortest distance between two people!” Who was it? It was a previous employee, someone who had worked in a Mosaic-managed hotel for over five years but made a career change in 2005.

That line is something that is drilled into everyone who works for the hotels and spas that Mosaic manages across the UK. It is a key component of our customer service course. The course is something we have been providing ever since Mosaic started over 30 years ago.


Why does it matter what your facility is famous for? 

You see, although your hotel may not be the biggest or the newest or the most expensively fitted out in the town, you certainly have the opportunity to make it the friendliest in the town. 


The friendly approach is key to keeping your guests coming back time and time again. It’s a fact that it’s much more profitable to keep a guest than to gain a new one. Plus, a happy customer is more likely to recommend you to their friends. Business owners talk about word of mouth being the best form of advertising but don’t do much to drive it. This is why staff should start with a smile (and a belief in great customer service, of course) because they can be taught everything else and up-skilled.


What is the core value that never changes? 

Over the last thirty years in the industry, we’ve seen so many changes in the way health clubs, and day spas operate. Technology, customer knowledge, equipment used, treatment delivery and spa experiences have all evolved over time. But one core value has never changed - people love to feel valued. They love to be greeted by the staff with a friendly smile, who make them feel special and welcome. 


How does Mosaic ensure friendless is at the top of the agenda? 

When Mosaic is contracted to manage a health club or spa, the importance of friendliness is at the top of the staff training agenda. Everything stems from that. If they can smile and take pride in their work, success will follow – for them and you. 

It’s why 15 years after someone moved on from Mosaic, they still smile about our smiling! It’s what we are famous for. It’s one of the ingredients of growing or launching a facility for a client. And we kind of like that. 

If you need to turn a frown upside down in your business, we currently have three offers on the table. Please get in touch if you’d like to know more. If you go on to work with us, you have the added assurance that our contract management fees are dependent on our ability to deliver growth.

Published: 24 June 2021