The serenity and relaxation of the spa experience can be shattered by unforeseen circumstances .
the disaster . Being kind , supportive and flexible is the best thing that you can do as a leader .
Pulse : You said working for a large corporation has an advantage because you have systems already in place for training . Are there materials that an operator who ’ s operating a standalone day spa might be able to tap into to help ? RM : A lot of the broader tools and resources we have that are across the entire enterprise are video driven and some of those are available online . For independent locations , ISPA are the Spa Industry Association are great resources .
Pulse : Do you think the potential of having to deal with these kinds of emergencies impacts our recruiting problem ? If so , how can we combat that ?
RM : I think what impacts recruitment more broadly in the hotel setting is dealing with guest concerns or issues . We all recognize working in customer-facing roles can be rewarding , but also challenging . The best thing we can do to combat that is to create a supportive environment for the team and be empathetic leaders .
What ’ s so beautiful about our industry is how much our team members give to others , both emotionally and physically , though the work they do . And it takes a toll . So , when you personally are going through stressful events , whether they happened at work or in the community , it becomes harder and harder to give at that same level . That ’ s something leaders in our industry have to recognize ; we have to make sure we ’ re trying to care for our teams as much as we expect them to care for our guests . n
KRISTINE HUFFMAN , LICSW , provides Mental Wellness 1:1 services at Canyon Ranch Lenox . Formerly a partner with Hutchinson Consulting and an ISPA Board member , she brings more than 30 years of experience in hospitality and human services , including providing leadership , psychotherapeutic services , staff training , program development and brand direction for the award-winning Canyon Ranch , Miraval and Travaasa Resorts .
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