MEMBER PERSPECTIVES
“Feedback is a gift that can help your
department run optimally, for the benefit of
everyone involved.”
— SUZY BORDEAUX-JOHLFS, Spa Director, Silverado Resort & Spa
integrating contract workers into a unique company
culture can be difficult, often leading to a culture clash
with the rest of a spa’s staff. Bordeaux-Johlfs says that
Silverado uses contracted massage therapists, but only
after they’ve been given a two-hour orientation on the
company’s policy and workplace culture. This helps
ensure that all employees—whether full-time, part-time
or contracted—contribute positively to the culture.
in the end, Bordeaux-Johlfs strives to create a “count
on me” culture that emphasizes respect, responsiveness
and compassion. Through a combination of empirical
data and heartfelt one-on-ones, this caring culture has led
to consistently high customer reviews and employees
who enjoy working at Silverado. “if you feel respected,
trusted and valued, you will stay,” says Bordeaux-Johlfs.
Silverado Resort & Spa's cafe.
Permanence in Paradise
The Kahala hotel and resort, located in honolulu,
hawaii, has been around since 1964 and hosted every
sitting united States President from Lyndon Johnson to
Barack obama. The spa prides itself on the dedication
and commitment of its staff, a great number of whom
(cONTINUED ON PaGE 28)
THREE
KEYS TO
A STRONG
CULTURE:
26
PULSE
n
march 2019
1. LOOK FOR CULTURE FIT. The most foolproof way to ensure that everyone meshes
with your spa’s culture? Only hire those who will be a fit from the very start. Try to get a feel
for a job candidate during the interview. What is their attitude? are they outgoing or intro-
verted? Do they seem passionate about spa?
2. RECOGNIZE SUCCESS. recognizing and celebrating exceptional employees is
essential. Not only does this improve their morale and make them work harder, but it also
makes those around them want to go above and beyond as well.
3. SEEK OUT AND FIX PROBLEMS. If someone is contributing negatively to your
spa’s culture, talk to them about it. See if there’s anything that you can adjust to help bring
them in line with the workplace culture and company values.