MEMBER PERSPECTIVES
This is why Lindsey Sappenfield, assistant spa director
at the Don cesar resort hotel, thinks about culture fit
throughout the hiring process. “it’s essential to identify
with whom on our team this new team member will
connect,” says Sappenfield. if she’s unsure of what their
“tribe” will be, then it’s unlikely that they’ll be a good fit.
Sappenfield also looks for “excitement for the industry
and our location” when interviewing candidates, as well.
While one can teach skills and processes, it is much
more difficult—if not impossible—to teach attitude,
personality and optimism, according to Sappenfield.
Therefore, she’s willing to take on “someone fresh out of
school with passion and a good personality” over “a
qualified therapist who may not be a good fit due to their
attitude.” This ‘culture-first’ approach has led to a staff
with tremendous longevity—several employees have
spent more than two decades working at the Don cesar.
once the right employees are in place, Sappenfield
fosters a culture of camaraderie by organizing several
staff outings every year, encouraging the team to
A culture-first approach can also improve a spa's retail sales.
volunteer together and including a teamwork-based
game in every staff meeting.
in the end, Sappenfield wants the spa at the Don
cesar resort hotel to have a culture that emphasizes a
feeling of family, teamwork and laughter. “We don’t
expect perfection, but we do expect honesty and respect,”
says Sappenfield.
That idea was echoed by both Bordeaux-Johlfs and ah
Sam. for each of them, the ideal spa culture cultivates a
feeling of family between staff members. This caring
camaraderie then radiates outward to the spa’s guests,
resulting in exceptional service and inspiring repeat
customers. in that way, developing a positive workplace
culture doesn’t just make working in the spa industry
more meaningful, fun and rewarding: it makes it more
profitable, too. n
F E AT U R E D S O U R C E S
Camaraderie is an important
aspect of the culture at the Kahala
Hotel and Resort.
30
PULSE
n
march 2019
SUZY
BORDEAUX-JOHLFS
GLORIA AH SAM
LINDSEY
SAPPENFIELD
Spa Director Director of Spa and
Wellness Assistant Spa Director
SILVERADO RESORT
& SPA THE KAHALA HOTEL
AND RESORT THE DON CESAR
RESORT HOTEL