Welcoming Annie, Head of Guest Experience
How long have you worked at Obsession Salon & Spa?
This summer I will celebrate a decade of working at Obsession Salon & Spa. When I first started we’d just celebrated 25 years in business and fast forward to today and we’ve just celebrated our 35th anniversary! I have worked at our Lichfield Salon once a week for a number of years so I’m not a new face and many guests may recognise me.
Have you always worked in the hair & beauty industry?
Yes it’s in my blood! I joined the industry when I left school and before I joined Obsession, I had worked for Clinique and also for Clarins.
Are you looking forward to your new role as Head of Guest Experience?
My role to date has been to look after the Spa and Front of House so I’ve always been customer-focused but I’m really excited to be taking on this new role which will allow me to take a more holistic view of the whole Obsession experience for all of our guests. It’s really important that our guests have a luxurious, relaxing time whilst they are with us and I have lots of ideas of how we might enhance what we are currently offering.
What are the first things you will be doing as Head of Guest of Experience?
One of the first things I will be doing is revisiting everything that our guests experience from the minute they walk through the door to the minute they leave, including the arrival, refreshments, luxury rituals and all the things that set us apart from other salons and spas. Everything from the look of the salon, to the smell and even the atmosphere are all part of the luxury experience we want to offer. We also want to find out what our guests want so we are compiling a short survey which will be going out to guests in the next few weeks which I hope will give us some clear indications of what to focus on.
Who will be working with you as part of your team?
Sally is our Front of House Manager and Kirsten is our Assistant Head of Spa and I will be working very closely with both in the coming months to shape some of the ideas I have. Sally manages all guest queries, appointments and coordinates everyone’s diaries so has a very busy and demanding role. She is also the first point of contact for most of our guests and does a fantastic job of welcoming them and looking after them. Kirsten manages our Spa at Lichfield and is a very experienced Therapist who knows exactly how to make guests feel special so I will be working closely with Kirsten and her team to ensure that this ethos is carried through to all aspects of the Obsession experience so that our guests feel fabulous whilst they are with us but also after they leave our salon & spa.
So outside of work what are your passions?
Without a doubt, being a mum is my biggest passion. I have a great relationship with my daughter, Chloe, and I love spending time with her. I also love pottering in my container garden or sitting there with a glass of wine if the weather allows! I often have family & friends over for dinner and love to cook for them whether it’ a simple lunch or a long catch up over dinner. And I must admit if I have any spare time at all, you can normally find me in a home interiors shop -I have to be careful not to always spend but they can be very tempting with so many lovey ideas. Watch this space I may well be introducing some of those ideas to Obsession Salon & Spa!