Ginger M. McLean has been appointed spa director of The Spa at the Hotel Hershey in Hershey, Pennsylvania.
Ginger McLean has extensive experience in the hospitality and resort industries. Recently Ms McLean served as director of spas and tarpon membership at Marco Ocean Beach Resort Fiddlers Creek in Marco Island, Florida.
The Hard Knocks of Being a Spa Boy
This past summer, after getting rejected by the San Diego Zoo, Costco and a “Christian” bookstore (I’m not bitter), I finally landed a job as a spa concierge at a swanky local hotel. Now it sounds pretty exotic, and I do concede that as summer jobs go, I had it pretty darn easy. But, as I constantly reminded jealous friends with sore joints from jobs in construction and greasy faces from jobs at fast-food chains, this gig wasn’t without its downsides. Sure, I got to maintain the steam room, sauna and Jacuzzi - but never once did I get to go in there. The following list will show you that the life of the spa concierge can get pretty rough sometimes.
Folding. Towels, bathrobes and washcloths - they don’t fold themselves, you know. Yes, it’s mundane and mind-numbing at worst, but I truly think it took a psychological toll on me. I knew it was time to quit when I started threatening inanimate objects exclaiming that I would “fold them to death.”
Making small talk. It’s hard enough in social settings, but it’s a downright thankless task in the spa industry. I’m personally a fan of the humor approach. For some reason, though, male patrons didn’t think it funny when I gently - gently! - teased them about getting a “man”icure. Turns out, they were pretty sensitive about it - almost as sensitive as their hands.
Pretending to know what I’m talking about. I was always thrown for a loop when a guest asked me what a treatment was like. I can’t afford to have ladies slathering me with mud and oil and other nonsense; I’m certainly the wrong person to be asking. So, when I was asked what the traditional massage is like, I employed the thesaurus technique: “It’s very conventional, standard, customary, orthodox”
Naked men everywhere you look. I think savvy employers purposely omit this fact from the job description. Not a day went by that I didn’t think to myself, “That guy is way too naked.” On a scale of immodesty, theses gentlemen ranked just above Madonna and exotic dancers. Whenever I was approached by a nude male, it always caught me off guard, and if he didn’t care enough to hide his business, then I certainly didn’t care to hide my surprise. Multiple episodes like this, however, did result in a strengthened gag reflex. Still, I will never, never become desensitized.
Speech standards. As the employee of an aspiring 5-star spa, I had to speak in a certain way. I couldn’t say “Sup, fool?”- it was, “Good morning, sir. Welcome to the spa.” It wasn’t the bathroom; it was the “vanity area,” which was certainly an apt moniker for all of the mirror-gazing that went on in there. And, it was ”Please let me know if I can get you anything else, sir,” not “Dude, for the sake of everyone’s retinas and long-term memories, get what you got going on down there under control and throw a robe on!”
The ideal concierge, I think, is one who is stoic and willing to humor people (to a point, of course). So, much to my disdain, I had to address the haughty 16-year-old who came in for a massage as “Mr. Robinson” instead of “kiddo,” and I couldn’t tell the customer who got angry because I didn’t know the exact square footage of the spa to shove it. Instead, I took (great) comfort in the fact that there is a big, fat reality check waiting for them in their respective futures. Again, it wasn’t a bad place to work; it was just more challenging than one might think. And, providing that my bosses don’t read this, I hope to be back there for Christmas vacation.
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Teaching Managers How to Give Critical Feedback to Staff
Most managers and supervisors would rather run a mile… But senior management are tired of managers who don’t handle simple discipline. And because a supervisor won’t deal with incompetence, you may lose yet another good worker who says ‘enough!’ The ability to give honest, critical feedback is a key skill for good leaders.
How to make giving criticism less difficult and more effective:
Don’t start with an apology. When it’s time for the ‘big talk’, don’t hide your nerves by saying sorry. If you were really sorry, you wouldn’t be having the conversation! The offender usually knows there’s a problem, and a wishy-washy start will lose you respect.
Create a productive conversation. Ask the staff member to listen, then when they speak, make sure you really listen. Take turns speaking and listening with arms unfolded, concentration, and privacy. It may not come easily…and silences are OK.
It’s what they did, not who they are. Better to say ‘you used the wrong margarita recipe, which caused us to lose $400 worth of product’ than say ‘you’re a stupid idiot and a loser - don’t you ever do anything right?’ But we know which expression is the most commonly used! The first one shows you’re in control, and the second statement shows that both people have a problem.
Make use of Checklists: compare performance against a Job Description, the Code of Conduct, an operating procedure, logbook records, the POS printout or a profit statement. Shades of grey become black and white when there are words and numbers describing the issue.
Be specific about what needs to change. Telling me to ‘lose the bad attitude’ is just a rant. Explaining I need to greet fellow workers on arrival, smile at customers even when it hurts and be 5 minutes early every shift gives me a clear roadmap of how to make the team and the boss happy.
What’s not done is also important. Sometimes the ’sins of omission’ (things that aren’t done) are harder to criticize than things done badly. A safety induction is forgotten and there’s an injury. A salary review was repeatedly delayed and the worker is poached by a competitor. Dinner service is fast and efficient but the atmosphere is unfriendly.
Separate praise from criticism. When praise comes first, everyone’s waiting for a giant BUT, and then they forget any good points that have been made. Offer positive feedback after the tough stuff has been dealt with. Sometimes the withdrawal of praise may be a strong rebuke: a teacher colleague says it’s one of her most effective weapons. Her young students receive a lot of praise, and if the tap’s turned off, they feel it acutely. If your work culture revolves around criticism, staff will be deaf to most of what you say and concentrate on survival. For some managers, giving praise is quite difficult.
The conversation may sound like parents and children. You know many of the responses: ‘it’s not fair’, false promises, lies, blaming, denial, stony faces and tears. Some nervous managers even use a version of ‘I’ll tell your father when he gets home’! When you raise the conversation to ‘adult-with-adult’, there’s the possibility of breakthough and a fresh start. At school, young people are taught about their rights, and their outspokenness may surprise you - it’s not an attack, just how it is now.
They may think they are doing it right. Or that there way is better - sometimes the misconduct or errors is quite logical to the offender - check where they’re coming from.
Have the conversation in private. Never in front of others, or you can expect a walk-out or a no-show at the next shift. Rarely useful.
Some issues will need senior management. Cases of harassment, suspicion about stealing and questions of honesty need guidance and action from the top. These ones can’t be delegated.
Practice handling tough situations: a young supervisor giving feedback to an older worker, a female manager disciplining a male worker, a non-native speaker correcting a local, or a new manager dealing with staff who’ve been around for years. Practice and rehearse the right responses with the managers - chances are you’ve heard every excuse and justification.
As senior management, your responsibility is to ensure managers have the confidence and skills to give criticism promptly, fairly and accurately. It’s character-forming for everyone!
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The Inn at Essex plans to build a spa
The Inn at Essex has a culinary institute, a fly-fishing pond and a hot-air balloon. Now it’s getting a spa.
“It’s the transformation from a country hotel to a full-service resort,” said Jim Glanville, general manager of The Inn at Essex.
On Friday, Glanville, Gov. Jim Douglas and a crowd of nearly 100 people — mostly staff at the Inn — gathered for an unveiling of a drawing of what the $6 million, 22,000-square-foot spa should look like. Behind the drawing lay a field of puddles surrounded by piles of mud — the future site of the spa.
Construction workers hit ledge, which will delay the project about three weeks, said developer Peter Edelmann, president of EuroWest Inns Inc. in Essex. The spa is scheduled to be completed in May, Edelmann said.
Wiemann Lamphere Architects of Colchester designed the building, and Dousevicz Construction of South Burlington is the general contractor for the project.
The spa will house a 25-yard indoor pool, an outdoor hot tub, 11 treatment rooms, a fitness center and locker rooms, steam rooms, saunas, and relaxation areas, according to a statement from the Inn.
The Inn at Essex employs 150-200 people, Glanville said. The spa could create up to 30 spa jobs, including a spa director, therapists and maintenance staff, he said.
Glanville and Edelmann said the spa will add to the inn’s “health and wellness” theme, complementing the on-site New England Culinary Institute and cooking classes offered by the inn.
Douglas remarked the spa would attract tourists and improve the state’s economy.
“Tourism is such an important part of our economic base,” Douglas said.
The inn has 120 rooms and suites, and 9,000 square feet of meeting space. The property covers 18 acres.
Find A Spa or Search the right Vermont spa just for you
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Mindy Slater has joined the staff of CL Meyer Spa & Salon. Slater provides services in the following areas: facials, make-up, hair removal by threading or soy, manicures, pedicure, eyelash tabbing, hair color and haircutting. She has studied under Cyndy Meyer, the salon’s education director.
Slater is available Monday through Saturday by appointment. For information or to make an appointment, call 237-GIFT(4438).
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The Institute of Spa Management announces the new ISM Job & Career Center, free for all employers to post jobs and internships that relate to management in spas worldwide and students are automatically notified of career opportunities.
In an effort to connect spas worldwide with international ISM students who are highly educated in spa operations and business management, the Institute of Spa Management has launched the ISM Job & Career Center. The service is free for all employers in the spa industry to post jobs and internships for positions that relate to spa management. Within 24 hours of approval, opportunities are broadcast to current students, as well as graduates of the ISM spa management program.
About Institute of Spa Management:
The mission of the Institute of Spa Management (ISM) is to further the spa industry by offering advanced college-level training for spa professionals that is accessible, affordable and self paced. ISM offers Spa Management and Spa Ownership programs at reasonable prices in an effective combination distance education and online learning format that enables learning and knowledge retention. ISM believes that the future of the spa industry belongs to those who treat clients with the highest level of integrity and provide innovative services in well run facilities. These necessary elements for spa success can only occur when quality education is the premise for spa managers and directors.
Spavelous is pleased to announce the new SpavelousPro Spa Employment area.
Here you will find a current listing of all jobs in a spa. Search by state and spa job position.
Spa Owners may post spa employment openings here as well. Let Spavelous help you to fill your employment needs.
Spa Business / Spa Press Releases / Spa Marketing
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“Forty-six percent of U.S. spas offer packages for couples, and we are seeing specialized, over-the-top spa treatments, packages and products on tap for February,” said ISPA President Lynne McNees.
2008 Spa Employment Trends a continuation of 2007?
According to the ISPA 2007 Spa Industry Survey…
• 72% of spas reported at least one open position.
• More than half of all U.S. spas report they have a vacant massage therapist position.
Other non-management positions - estheticians, nail technicians and front desks /reception - averaged one open position per spa.
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Spavelous introduces Spavelous Pro a site designed for the spa professional, where you may find information about spa marketing, spa advertising, spa operations, spa employment postings. spa job openings as well as information about: spa organizations, spa consultants, and continuing education classes and conferences for the spa industry, massage therapist and aestheticians.
If you are a spa consultant or recruiter and would like to contribute articles please email us at marie@spavelous.com.
Spavelous is pleased to announce the new SpavelousPro Spa Employment area.
Here you will find a current listing of all jobs in a spa. Search by state and spa job position.
Spa Owners may post spa employment openings here as well. Let Spavelous help you to fill your employment needs.
