SOUND OFF
SOUND OFF
SOUND OFF GIVES VOICE to the many perspectives that shape our industry. Each issue, we ask ISPA members from different roles, regions and company types the same question— and discover how their responses align, differ and inspire.
“ A staff member consistently underperforms but has potential. What steps do you take to help them improve?”
NOL MONTALBO Founder & CEO Mont Albo Massage Hut MAKATI CITY, PHILIPPINES
JESSICA SWARTLEY Spa Director The Lodge at Spruce Peak VERMONT, UNITED STATES
MARISSA KREMS Executive Director of Spa & Guest Experience The Spa at The Elms Hotel MISSOURI, UNITED STATES
“ I approach the team member in a light but firm manner, creating a safe space for honest conversation. I try to understand the root cause— whether it’ s work-related, personal or something I might be missing as a leader. I listen without judgment and let them open up. Once we’ ve identified the issue, I guide them clearly on how to improve, and more importantly, I work alongside them. By doing the task together, I show that it’ s not only possible but achievable. It’ s about building confidence, offering support and proving they’ re not alone in their professional journey.”
“ Not everyone fits a specific mold, and there are times it is important to know your team members’ limitations. How they retain information to achieve the common goal is paramount. Repetitiveness can be taxing if not done tactfully, but I feel it’ s the best way to ensure team members meet our standards. Across the board, as we are a spa within a seasonal resort, it’ s critical that we engage in seasonal“ back to basics” trainings, where we review straightforward tasks and operational procedures to ensure everyone is on the same page and comfortable executing them.”
“ When a provider underperforms but shows potential, I start by meeting with them one-on-one to understand any underlying challenges and to provide constructive feedback with compassion. I then create a clear development plan with specific, achievable goals and regular check-ins to offer support and accountability. Pairing them with a mentor or more experienced team member also helps build confidence and refine skills. Encouragement, structure and consistent communication are key to unlocking their growth.”
PULSE n SEPTEMBER / OCTOBER 2025 44