A SERIES OF 10 LEADERSHIP LESSONS FOR THRIVING SPA TEAMS

HEALING MOMENTS CAN COME FROM UNEXPECTED PLACES. True well-being is rooted in the experience of feeling accepted, loved and validated without expectation— something anyone can offer.

In a hospital where I was visiting patients on an acute care unit to offer counseling support, all the patients used to talk about Ida, a cleaning staff member. She saw most of them once a day and talked to them while she did her work. Despite receiving care from doctors, nurses and social workers, patients always mentioned Ida as the most comforting presence on the unit.

THIS IS PART 5 OF A SERIES. Watch for all 10 Leadership Lessons for Thriving Spa Teams from Dr. Jonathan Ellerby.

Later, when working as a departmental director at a five-star resort, I found guest reviews praised waitstaff, locker room attendants and even people who maintained the grounds as often as they commented about the exclusive resort’ s many incredible professional therapists. I recall a couple who, after attending my spiritual wellness lecture, made a point of pulling me aside to tell me about a conversation they had with one of the groundskeeping managers and to emphasize he was the greatest healer they had met on property.

Healing in spa and hospitality environments goes beyond treatments and luxurious surroundings— it comes from people, it comes from feeling seen and feeling special. Every interaction is an opportunity to uplift, support and help someone. Whether you’ re a spa therapist, a front desk attendant or a server, your presence and energy can create a meaningful experience for a guest. Wellness leaders should make this philosophy an integrated and evaluated aspect of their business approach.

Five healing qualities anyone can embody:

1. DEEP PRESENCE l Healing power: Makes others feel seen, safe and valued. l Action: When you truly listen and focus on the person in front of you, they feel honored and cared for. Being fully present means putting aside distractions and

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