In guest-facing areas of Spa Anjali, employees are prohibited from using their cell phones in order to ensure guests
remain a priority.
“So many people are influenced by
what they read online, whether it’s
true or false. It’s important to protect
the reputation of your business.”
— INGRID MIDDAUGH, Spa Director
Spa Anjali at The Westin Riverfront Beaver Creek • Avon, Colorado
Julie Pankey, managing partner at JMPankey Partners, specializes
in helping her spa clients formulate social media policies. She
notes that “there are two reasons we have developed a social
media policy for our spa clients: to prevent associates from
being distracted when their primary focus should on the guest,
and to encourage associates to engage in social media, when
appropriate, to act as brand ambassadors.”
Social media policies can be as simple or as detailed as
you see fit, but they should address these two main topics.
Social Media at Work
If you’re asking guests to lose their phones during treatments,
your employees should do the same. Asking employees to
refrain from even carrying their cell phones in guest-facing
areas is essential to portraying the kind of relaxing and
unwinding environment you want. Your employees should
understand that customer service is their priority while at
work, and there is no reason they should need to commu-
nicate with anyone else.
June 2017
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