BY KRISTINE HUFFMAN

Throughout 2024 , Pulse featured interviews and insights about front desk and frontline roles , highlighting opportunities for career development within the spa industry .

SUZANNE HOLBROOK is senior corporate director , spa operations , for Marriott International Ritz-Carlton , where she drives spa performance for more than 160 hotels and resorts . Holbrook ’ s focus on business strategy and revenue generation is complemented by her passion for supporting the education and career development of spa employees at all levels .

“ If they come up and say , ‘ I don ' t want to leave that 20 percent service charge ,’ then I think it ' s a red flag to find out if the treatment or service was good enough and follow up on that .” — SUZANNE HOLBROOK

Kristine Huffman for Pulse : There are potentially four parts of provider compensation : the base ; a commission or a kick for a booked appointment ; the tip or portion of a service charge ; and then incentives on top of that . What did you find when you started researching all of this as you were looking at setting your policies for next year ? Suzanne Holbrook : As we start to really drill down , first you ’ ve got to understand what the law is by state , and even by city , to make sure you ’ re following legal guidelines and meeting the market demands . But I ’ ve always recommended putting in place an hourly base , plus a commission , plus a portion of an automatic service charge . Let ’ s say , if we have a 22 percent service charge , generally 18 percent goes to the provider , two percent is pooled and goes to the support staff , and then two to four percent goes to the house .

Pulse : You use the word service charge versus tip or gratuity . SH : It makes it easier for everyone . If it ’ s an automatic service charge , it ’ s mandatory . If it ’ s a gratuity or a tip , it ’ s optional . So , we don ’ t have to ask the guest if they want to add it or not . If they come up and say ,“ I don ’ t want to leave that 20 percent service charge ,” then I think it ’ s a red flag to find out if the treatment or service was good enough and follow up on that .

But you need to let guests know . In California they call it “ staff charge ” versus “ service charge ” and it must be reflected on your menu . So , if your massage is $ 200 and there ’ s a 22 percent staff charge , the listed price has to show as $ 244 . Then , there ’ s certain verbiage you have to write within every piece of collateral , whether it ’ s your online menu or your bill when you check out , explaining how

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