staff

Are your spa attendants attentive?

I recently had the pleasure of having a massage at a 5-star spa. Although the spa was luxurious and my treatment was equally impressive, I was shocked by the lack of attention to detail and overall lack of "attentiveness" displayed by the spa attendants. After the prerequisite tour of the locker room/steam/sauna and dispensing of the robe and slippers, my attendant slipped back behind the counter and was never heard from again. There were a couple of other attendants lurking...

Spa Team Accountability and Success

Building a successful team requires accountability, and that starts from the top of the organization. Let’s have a moment of truth; do you have a systematic approach to team accountability? If you don’t, you must! Start with a very detailed position description for each position within the spa. Outline all responsibilities, skill requirements, education and expectations. In addition, it is wise to have an attachment outlining all areas that each team member will be accountable for. Here is a list...

Spa Business Education via Webinars

I remember when I first joined the spa industry 11 years ago while consulting with Pevonia and getting ready to launch my first Spa business educational program. I thought the best way to promote it would be via email. So I set up a meeting with Pevonia’s IT department. I was excited about showing them the HTML ad the marketing department and I designed for an email blast to all Pevonia clients. The excitement quickly drained when I found out...

Business Training and Success

How much business training should you provide your team? It depends... Are you going for the GOLD or settling for Coal? While conducting the 10 Steps to Economical Marketing Webinar last week, I took some questions from the participants. One question in particular got my attention. The question was "Dori, you mentioned training the team and that marketing is a team effort. How much training should someone provide the team or how much time should a manager spend on training?"...

Do you need to teach your staff the things their mamas never taught them?

I've been thinking about the issue of service and hospitality after reading the latest Coyle Hospitality Research that shows nearly 2 out of every 3 people that have a bad experience at a spa stated staff behavior as the problem. http://www.coylehospitality.com/press/pr-guest-rubbed-wrong.asp . Coyle asked consumers two straightforward questions 1. What spa provided you with the worst experience last year? and 2. Why? "People" complaints included issues with the receptionist, reservationist, therapist, or spa staff member. Over 100 complaints were that...

Pages