THE HUMAN TOUCH
your spa prohibits discrimination,
harassment and retaliation. Say it
many times—in the employee
handbook, guest paperwork, adver-
tising materials, postings in the
employee breakroom. conduct regular
trainings, formal and informal, for all
members of the team (including both
owners and leadership). Talk about the
importance of preventing discrimi-
nation, harassment and retaliation
during staff meetings and when you’re
welcoming guests to the spa. make
sure that employees and guests alike
know that they can always express a
concern and create an atmosphere
that encourages reporting of any
concerns, even if they don’t rise to the
necessary level to constitute a violation
of law.
Then, show through your actions
and those of your team members that
“make sure that
employees and
guests alike know
that they can
always express
a concern and
create an
atmosphere that
encourages
reporting of any
concerns.”
you meant what you said. if a staff
member or guest performs below your
expectations, investigate the matter
and determine the appropriate
response. for some situations, a “first
warning” is all that it takes to resolve
the situation. for others, though, you
may need to consider termination of
an employee or guest, and perhaps
even whether you will consider actions
to ban the person from your premises.
as with all these decisions, bringing in
legal counsel to provide advice from
the very beginning may be a wise
investment with significant positive
impact.
Spread the Word
Educate your staff about what to do if
they see, hear about or experience
harassment, discrimination or retali-
ation. unfortunately, even the best
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march 2019