“ The spa is a business and there might be a financial statement or some KPI metric that we ’ re looking at , but that only represents a point in time . We ’ ve got to remember that there ’ s a person behind every one of those numbers . You need to balance business metrics and the needs of the team .”
A Conversation with Taylor Fields
BY KRISTINE HUFFMAN
Throughout 2023 , Pulse will feature interviews with experienced practitioners whose insights about spa specialties will help facility leaders to recruit , engage and retain staff members .
Kristine Huffman for Pulse : You started off in the industry as a spa attendant . How did you get that job ? TAYLOR FIELDS : I made an effort to meet property leaders through social events and interactions in my neighborhood and learned more about the resort . Once I graduated high school , I applied at the property and listed one of them as a personal reference .
Pulse : You are now the corporate director of spas for PCH Hotels & Resorts . Can you tell us a little bit about how you became so successful ? TF : When I wasn ’ t attending to spa guests , I was out in the retail area or engaging with the front desk and getting involved with more aspects of the spa operation . When I started as a supervisor , I had a lot of angst going into a position where I was suddenly in a position where my peers were reporting to me , but I think a lot of my success can be attributed to caring and treating people with respect . Also , I ’ m always curious . It helps me be prepared for any type of call or interview or meeting . I don ’ t like to go in and just wing it . I strive to be a continuous learner .
Pulse : What are things that you do to build your team ? TF : First , it starts with pulling together the spa leaders in our organization . People need to feel the trust is a two-way street . Once you ’ re able to get a team aligned to a greater mission , you can dive down into more specific tasks in the operation . At PCH , we provide hospitality with heart and soul and understand just how transformative a spa experience can be . I remember working in operations , caring for a
“ The spa is a business and there might be a financial statement or some KPI metric that we ’ re looking at , but that only represents a point in time . We ’ ve got to remember that there ’ s a person behind every one of those numbers . You need to balance business metrics and the needs of the team .”
— TAYLOR FIELDS
As corporate director of spa , wellness and retail , Taylor Fields works with a PCH Hotels & Resorts team with many training opportunities and programs available to develop their careers .
40 PULSE n NOVEMBER / DECEMBER 2023