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The personal touch

We catch up with Rachel Stoddart, treatment manager at Headlam Hall in Darlington, about why demand for touch therapy remains in a tech-focused industry

You’ve spent 15 years at Headlam Hall. What's your journey been like?

“It has been incredibly rewarding to build long-standing relationships with our guests and members. Seeing the trust they place in our team, and knowing our treatments make a genuine difference to how they feel, remains one of the most fulfilling parts of my role.”

What changes have you seen in the wellness space over the last five years?

“Clients no longer view wellness purely as a luxury or occasional treat. Increasingly, they see it as an important part of maintaining their physical and emotional wellbeing.

“Guests are more aware of stress, sleep, recovery and the effect their lifestyle has on their skin and body. They are more informed and expect treatments to feel personal and purposeful.”

How has Headlam Hall’s spa offering evolved in response?

“The spa experience has become increasingly tailored, with greater emphasis on understanding each guest and adapting their time with us to suit their individual needs.

“Technology has helped create a more seamless guest journey, but we are careful that it supports rather than replaces personal service.”

Why does traditional touch therapy remain resilient in a technology-driven market?

“Skilled therapeutic touch creates a sense of connection, care and safety that cannot be replicated through a screen. Clients often describe reaching a level of relaxation that ‘takes them somewhere else’. That comes from the therapist’s, intuition and ability to respond to the person in front of them.”

How do you translate that into bespoke treatments?

“Our bespoke treatments begin with the individual rather than a fixed sequence. Therapists take time to understand the guest’s skin, how they are feeling physically and emotionally, any areas of tension or discomfort, and what they want to gain from the experience. Our Headlam Bespoke Ritual combines a foot soak and exfoliation, body brushing, warm-oil massage and a Thalgo Marine facial, finishing with a soothing massage to the hands, arms and feet. Each element can be adapted to create a genuinely personal treatment.”

How does Headlam Hall’s rural setting influence the experience?

“The spa reflects the peace and natural beauty of the surrounding countryside. We carry that feeling into the treatment room through unhurried consultations, soothing aromas, considered touch and treatments designed to help guests disconnect from everyday life.

“We also create a Treatment of the Season every three months, considering what the skin may need at that time of year.”

What are clients currently seeking from their treatments?

“Our bespoke Thalgo facials are particularly popular because they combine visible skin results with a deeply sensorial experience. Clients often come to us with concerns such as dehydration, sensitivity, dullness, fine lines, loss of firmness or tired, depleted skin.”

What does delivering genuinely bespoke treatments require?

“Training is essential because a truly bespoke treatment requires much more than following a sequence. We support the team through regular internal development alongside external brand and treatment training, revisiting techniques, product knowledge, consultation skills and the complete guest journey. We also encourage therapists to learn from one another and continue developing throughout their careers.”

What's the biggest challenge facing UK spa managers?

“Recruiting, developing and retaining skilled therapists will continue to be one of the industry’s greatest challenges. Client expectations are rising, treatments are becoming more sophisticated, and therapists are expected to combine technical expertise with excellent communication and emotional awareness.

“We also need to manage rising operating costs without losing the quality, time and personal attention that make an exceptional spa experience so valuable.”

Why did Headlam Hall choose to partner with Thalgo?

“Thalgo’s marine heritage, wellbeing philosophy and results-driven approach complement the experience we want to create. The range enables our therapists to tailor treatments to a variety of skin needs while offering the sensory qualities guests expect from a luxury spa.

“Thalgo has also provided ongoing training and commercial support, helping our team maintain its product knowledge, treatment confidence and professional standards.”

Which recent Thalgo launches are you most excited about?

“UV Daily provides SPF50 protection in a lightweight, non-sticky texture that leaves no white cast and sits comfortably under make-up. It is fragrance-free, non-comedogenic and suitable for sensitive skin, including skin that has recently received a professional peel.

“We are also seeing interest in the Hyalu-Procollagène Intensive Wrinkle-Correcting Serum, which combines three forms of hyaluronic acid with marine pro-collagen to plump the skin and target emerging and established wrinkles.”

How does Thalgo help you extend results beyond the spa?

“Guests are increasingly looking for a more complete approach, combining professional treatments, skincare, nutrition and lifestyle to support the long-term health and appearance of their skin and body.

“Thalgo allows us to continue the treatment through tailored homecare, daily protection and nutritional support where appropriate. Its Collagène 10 000 supplement, for example, provides 10,000mg of Type 1 Peptan marine collagen peptides per daily shot, alongside zinc and selenium.”