NURTURING CONFIDENCE AND CONNECTION At Hard Rock Hotel & Spa Bristol, Katy Hickam created the Rock Spa Mentor Program to help new therapists find their rhythm.“ Initially, the program focused on general onboarding and peer support, but over time, we recognized specific gaps in readiness among therapists who were newer to the profession,” she explains.

Today, intentional pairings, targeted training modules and regular check-ins ensure“ every therapist, regardless of experience level, feels confident, supported and set up for long-term success.” The payoff:“ We’ ve seen measurable improvements in both guest satisfaction and team morale … mentees report feeling more supported and engaged in their roles.”

“ Investing in our team’ s development directly enhances the guest experience.”— KATY HICKAM, spa manager, Hard Rock International Bristol

COMMON THREADS AND LESSONS LEARNED Whether casual or corporate, mentorship thrives when it is authentic, intentional and sustained. Across all programs, leaders emphasized three essentials: l Start early. Most mentorships begin at onboarding, establishing connection before habits form. l Stay personal. Matching personalities and communication styles builds trust faster than matching résumés. l Keep learning alive.“ We’ re professional students,” says Ortiz.“ Learning never stops.”

Each spa echoed the same message: Mentorship isn’ t just about developing staff— it’ s about shaping culture, continuity and legacy.

THE MOST SUCCESSFUL MENTORSHIP programs don’ t happen by accident— they happen because leaders decide that growth deserves structure, and people deserve guidance. Whether your spa operates with three employees or 300, a mentorship program can become the bridge between your current culture and the future you want to create.

The message from ISPA members is clear: Start where you are, with what you have, and let the culture grow from care.

IMPLEMENTING YOUR SPA’ S OWN MENTOR PROGRAM l Start with a clear“ why.” Connect mentorship to your business outcomes: retention, leadership development, guest satisfaction and employee engagement. Define what success will look like. l Gauge demand. Use a short interest form for mentees. Determine how many mentors are available and where your spa’ s developmental needs lie. l Train both sides. Offer a brief orientation for mentors and mentees. Clarify expectations, confidentiality and communication boundaries. l Match thoughtfully. Use structured questionnaires to pair people by goals, strengths and personality fit— not just job titles. A good match is the heartbeat of a successful program. l Celebrate the launch. Make your kickoff memorable— perhaps with a coffee social, wellness activity or small gift to mark the beginning of each partnership. l Set a rhythm. Encourage monthly check-ins and shared“ mission statements.” Flexibility is key— some pairs may prefer walk-and-talks, others virtual chats. l Check in midstream. Schedule midpoint surveys or leadership conversations to assess progress and surface challenges early. l Recognize success. Conclude with a celebration. Share testimonials, highlight achievements and recruit nextround participants while enthusiasm is high. n

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