“ When sales training focuses on how service providers can educate their guests at a few key moments during a treatment— without feeling like they’ re being too‘ salesy’ and delivered in such a way so as to not interfere with the guest’ s ability to relax— retail sales conversion will have a direct impact.”
2025-26 COLLABORATE VOLUNTEER GROUP
“ When sales training focuses on how service providers can educate their guests at a few key moments during a treatment— without feeling like they’ re being too‘ salesy’ and delivered in such a way so as to not interfere with the guest’ s ability to relax— retail sales conversion will have a direct impact.”
— BILL BUTLER
IMAGINE A WORKPLACE WHERE every employee— regardless of title or status— feels empowered the moment they walk through the door. They feel supported, ready to tackle their projects and confident to use their knowledge and skills to drive the business forward.
But what does it take to create that kind of environment? How do you ensure each team member— whether a parttime massage therapist, mid-level manager or senior leader— feels set up for success?
According to a recent discussion among spa leaders, employee training is not a one-size-fits-all approach. Instead, it is a combination of personalization, practical tools and continuous refinement.
Drawing on those insights from industry leaders, the following pages take a deeper dive into employee training methods and goals— from onboarding and team engagement to infrastructure, challenges and what not to do— along with expert advice for spa leaders focused on long-term success.
THE FOUNDATION OF SUCCESS: Training methods and goals To run an effective business, a company must have a strong and efficient model— and comprehensive employee training is a key component of that. From part-time staff to senior leadership, everyone needs structured training to ensure they are equipped with the skills to perform their roles effectively.
2025-26 COLLABORATE VOLUNTEER GROUP
l Emmanuel Arroyo • Rosewood Hotels & Resorts l Bill Butler • Hyatt Hotels Corporation l Ariel Clay • Woodhouse Spas l Emma Darby • ACCOR l Brennan Evans • Trilogy Spa Holdings l Taylor Fields • PCH Hotels and Resorts l Heather Hannig • Mandarin Oriental Hotel Group l DerekHofmann • Four Seasons Resort Orlando l Suzanne Holbrook • Marriott International l Sharon Holtz • The Springs Resort & Spa l Jennifer Holzworth • Montage International l Patrick Huey • Hyatt Hotels Corporation l Brisa Huezo • Noble House Hotels & Resorts l Kelleye Martin • Trellis, The Spa at The Houstonian l Jeremy McCarthy • Mandarin Oriental Hotel Group l Nikki Miller • Kohler Co. l Phil Murray • milk + honey l Patty Neumeier • Marriott International l Kenneth Ryan • The Estate l Jessica Shea • Hilton l Deirdre Strunk • Cal-a-Vie Health Spa
ISPA COLLABORATE GROUP MEMBERS meet monthly to discuss timely topics of special interest to spa leaders. Earlier this summer, the group considered employee training practices.
PULSE n SEPTEMBER / OCTOBER 2025 37