PULSE POINTS

WHEN SPA LEADERS THINK about talent strategy, the spotlight often falls on therapists and estheticians. Yet front-desk, marketing, scheduling, inventory and junior leadership staff are equally essential to a spa’ s success. These employees shape the guest experience and drive operational efficiency. Drawing from the Society for Human Resource Management( SHRM) workplace insights, here are strategies to strengthen and“ future-proof” your administrative team through retention, recognition and development.

Retention in a tight labor market According to SHRM’ s Future of Talent Retention report, voluntary turnover is increasingly driven by non-pay factors such as career development, flexibility and organizational culture. l Spa adaptation: For receptionists or spa attendants, retention strategies should emphasize recognition programs and clear promotion paths. Consider small but consistent recognition initiatives such as“ front-desk

excellence awards” to celebrate their contributions to guest satisfaction. If possible, also consider flexible scheduling( especially evenings / weekends).

Expanding the talent pool with skills-based hiring In Transforming HR, SHRM highlights the rise of skills-based hiring to broaden the candidate pipeline and increase retention. Instead of requiring extensive spa or hospitality backgrounds, spas can focus on transferable skills: customer service, digital literacy, attention to detail. l Spa adaptation: When hiring receptionists or schedulers, assess for problem-solving and interpersonal warmth rather than industry-specific credentials. Consider trial shifts or scenario-based interviews to surface these competencies.

Rethinking the talent life cycle Rethinking the Talent Life Cycle as a Strategic Advantage urges leaders to move beyond linear“ hire-train-exit” models, creating holistic journeys with integrated mobility and coaching.

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