UPSKILLED : Addressing Talent Challenges Through Cross-Training CONTINUED FROM PAGE 24
“ All of our properties yield higher pricing on weekend and high-demand periods , re sulting in a higher ticket and commission payout .”
— TAYLOR FIELDS , CORPORATE DIRECTOR OF SPA , PCH HOTELS & RESORTS
will naturally earn more . And service providers can earn even more during peak periods : “ All of our properties yield higher pricing on weekend and high-demand periods , resulting in a higher ticket and commission payout for the spa providers working these specific days of the week or shifts ,” Fields explains .
Gloria Ah Sam notes a similar financial impact on her cross-trained and upskilled employees : “ They get different types of commissions — so , for instance , we have a cosmetologist who also does facials . Nail technicians are paid one way , so she ’ s paid that way when she ’ s a nail tech or doing hair , but when she crosses over and does a facial , she ’ s paid as an esthetician , so it ’ s a different commission rate .” It has helped a lot , she adds , that following extended pandemic-related closures and restrictions in Hawaii , spa ownership has made compensation levels more attractive across the board .
The potential to put extra money in their pockets is no doubt appreciated by employees , but the flexibility and versatility of a team that has extensively cross-trained or elevated their own skillset will be just as appreciated by spa leadership over time .
As Fields puts it ,“ Revenue in the spa is directly related back to having the provider in place unless the business model primarily includes self-guided journeys , hydrotherapy circuits or touchless treatments that do not require a spa provider to be present .” At a time when teams are stretched thin and a single provider ’ s absence can wreak havoc on a spa ’ s bookings , having employees who can seamlessly slide into those spots and perform treatments without disruption can only help in spas ’ efforts to capture as much revenue as possible in this high-demand climate .
“ The more rounded your team is , it ’ s just so much easier to do business when someone calls out or someone ’ s out with an injury or whatever ,” says Ah Sam . “ The more they can step in and do various things , the better off you ’ re going to be .” n
FEATURED SOURCES
NATALIE KOSHOWSKI Spa Director
STE . ANNE ’ S SPA
GLORIA AH SAM Spa Director
NALU KINETIC SPA AT TURTLE BAY RESORT
TAYLOR FIELDS Corporate Director of Spa PCH HOTELS & RESORTS
26 PULSE n OCTOBER 2022