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LUANE McWHORTER
Spa Vela Owner
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MICHAEL JASTRZEBSKI
Alila Ventana Big Sur Spa Manager
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JOHN MORRIS
Sundara Inn & Spa Corporate Director for Development and Projects and Owner Liaison
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JULIE PANKEY
JMPankey Partners Spa Coach
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We strive to always use con- |
At our spa , conflicts be- |
It is important that our as- |
Our policy is straightforward : |
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sideration and kindness in |
tween guests and staff are |
sociates understand our |
“ If , for any reason , either party |
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any interaction and espe- |
handled promptly and with |
guests are the reason that |
does not feel comfortable or |
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cially in a conflict situation . |
care . Our staff are trained in |
we are employed . We em- |
safe during a service , you may |
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Our staff know that listen- |
conflict management tech- |
phasize that , most often , |
terminate the service at any |
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ing first and responding |
niques to ensure all parties |
the guest is not mad at the |
time and notify a manager .” |
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either with a suggested so- |
feel heard and respected |
employee but at the situ- |
Just yesterday , a guest ter- |
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lution or with an apology if |
during any dispute . Man- |
ation . I have always strived |
minated a service mid-way , |
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needed is the first option . If |
agement plays a supportive |
to implement the principle |
stating , “ I am just not vibing |
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the situation escalates , then |
role , offering guidance and |
of LAST : Listen – Apologize |
with the therapist and feel like |
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we want a manager in- |
assistance as needed to |
– Solve – Thank . We em- |
I am not getting anything out |
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volved who can offer ad- |
achieve positive resolutions . |
power the associate to cor- |
of this treatment .” As challeng- |
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ditional assistance and |
The commitment we have |
rect the issue when it is |
ing as it is , we must respect |
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options for resolution . We |
for ensuring effective con- |
presented to them . If they |
the guest ’ s feelings . Interest- |
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ask the customer or staff |
flict resolution has resulted |
need advice we will provide |
ingly , the therapist had felt the |
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what would resolve this |
in numerous instances |
it , but we assure them their |
same vibe from the guest . |
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issue , and if it is reasonable |
where both guests and staff |
decision will have the back- |
These situations , though diffi- |
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and we are able to comply , |
have expressed satisfaction |
ing of management . |
cult , offer us a chance to reflect |
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we do . This usually takes |
with the outcomes . |
on our actions and consider |
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care of most issues . |
how we can improve . Sometimes |
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, even if you do everything |
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right , you cannot control |
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another person ’ s response . n |
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SEPTEMBER 2024 n PULSE 59 |