Hotel Cateys 2015: Spa Professional of the Year

Sponsored by Christie + Co

Lucy Mingo, the Headland, Newquay, Cornwall

Since joining the Headland hotel and spa in June 2014, spa manager Lucy Mingo has focused on creating a singular approach to looking after both guests and employees.

Her philosophy, "It's all about you", ensures that customers have the perfect spa experience, while team members are provided with all the training requirements and personal wellbeing they need.

Membership over the past year has also grown by 98%, due to the sales and marketing strategy introduced by Mingo, which has included new photography, the restructuring of membership options and pricing, team training, raising local awareness and taster tours.

New smart booking procedures have resulted in therapist utilisation increasing from 65% to 88%, while treatments sold have increased by 111%.

Exemplary and consistent customer service has been put in place through World Host training, enhanced by mystery shopper feedback and Mingo's experience of working at Leading Hotels of the World's Elounda Beach Hotel and Villas in Crete.

The increase in business has been matched by an expansion in the team to 17, including seven therapists, three apprentices, three receptionists, two fitness instructors and two food and beverage attendants.

A training ethos, believes Mingo, will ensure a flourishing team and, in turn, a business that will grow. She will always lead by example - whether it is updating software on the treadmill or leaping fully clothed into the Jacuzzi to block a leak.

The hotel's location on the Cornish coast has inspired Mingo to create the spa's best-selling signature treatment, Spa Gerys-Da (meaning 'renowned spa' in Cornish), using Cornish skincare range Afyna, which uses locally sourced seaweed. Spa days - such as Fistral - have been named after nearby locations.

All in all, Mingo is a spa professional who goes above and beyond what is expected.

What the judges said

"Lucy stood out for many reasons, not least for her passion, dedication and innovation. Her interest and caring approach to her team's wellbeing is also to be commended."

Giovanna Grossi, group area manager, AA Hotel Services

"Lucy's philosophy, "It's all about you", is simple and effective. She is an all-round player who empowers her team."

Kerry Hudson, spa director, Chewton Glen Hotel & Spa

"I love her staff wellness scheme and the care of her team. She is clearly a true ambassador for excellence in the spa industry."

Nicki Kurran, spa consultant

"I'm impressed how Lucy has incorporated local products and a beach concept within the spa. The spa is a focus within the wider hotel."

Anna Thomas, spa operations manager, Stoke Park Country Club, Spa & Hotel

Shortlisted

• Zoe Douglas, Spa manager, Dormy House, Broadway, Worcestershire

• Lucy Mingo, Spa and leisure manager, the Headland, Newquay, Cornwall

• Leon Trayling, Spa director, Blythswood Square, Glasgow

Past winners

• 2014 Kerry Hudson, Chewton Glen Hotel & Spa, New Milton, Hampshire

• 2013 Anna Williams, Stoke Park Country Club Spa & Hotel, Stoke Poges

• 2012 Gemma Hulme, Cottons Hotel & Spa, Knutsford

• 2011 Liz Holmes, Rockliffe Hall, Darlington

• 2010 Hannah Henley, Donnington Valley, Berkshire

• 2009 Kerry Hole, Stoke Park, Buckinghamshire

• 2008 Nicola Williams, Birmingham Malmaison/Birmingham Hotel du Vin

• 2007 Nicki Kurran, Hanbury Manor Marriott Hotel and Country Club