“ Our amazing team is the very backbone of our spa. They are what keeps our guests coming back.”
— Wendy Lisogar-Cocchia CEO, Absolute Spa Group and Soluzione Spa Products
Treatment room at Absolute Spa in British Columbia, Canada
WHY HIRE ROCK STARS? According to WTS International Director of Training and Development Henry Gudelsky, there’ s a need to pay attention to top talents because a business’ success is dependent upon the performance of its team members.“ It does not matter if the person is a director, attendant, service provider, or host, everyone contributes to the guest experience and performance of the spa. Having rock star performers within our team enables us to consistently deliver the level of service that keeps customers coming back,” Gudelsky says.
He adds that one can never discount the impact or influence rock star performers have on other team members, making this another good reason why spas and businesses should be on the lookout for top talents.“ In my experience, a rock star employee’ s attitude and performance is contagious. It will help to elevate the performance of everyone around them.”
Wendy Lisogar-Cocchia, CEO of Absolute Spa Group and Soluzione Spa Products located in Vancouver, British Columbia in Canada, says putting together a“ rock star” team is essential in building brand loyalty and a strong client base.“ Our amazing team is the very backbone of our spa. They are what keep our guests coming back,” she says.
Salt of the Earth owner and CEO Paul Heslop thinks the importance of having exceptional team members is more felt in an industry focused on wellness, connection and healing.“ People do business with people, not with your logo. Every organization is as good as the people that run it.”
But while spas and businesses should invest in experienced and stellar talents, Osmosis Day Spa Sanctuary General Manager Thor Holm says spotting candidates with“ rock star potential” is just as important in the hiring and staff retention process.“ What is more frequent, and just as important, is that diamond in the rough,” Holm says.
QUALITIES TO LOOK FOR Rock star employees stand out because of the qualities they possess.“ One quality that seems to separate them from the rest is an unquenchable thirst for knowledge or desire to learn ways to do things better. While they are also typically overachievers, they get the business side of the equation,” says Holm.
Lisogar-Cocchia thinks a rock star employee, aside from
40 PULSE ■ June 2016