Courtesy of The Raithwaite Estate Spa, N Yorks
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UK Spa Association

News and views from the UK Spa Association

8 Steps to Effective Management

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Keeping valued team members must be a top priority for any spa business planning to succeed over the long term. The fifth most important factor for why employees stay with an organization is money, so how do we keep our team motivated and enjoying their jobs.

Recognition is free, give it out when appropriate as it can raise the bar with your team. Another level of recognition is getting your company's Executive Team involved. Recognition coming from the 'Executive' level has a very positive impact on your employees as it lets them know that they are being watched and attention is being given.

This kind of recognition makes us all stand a bit taller. Memos and voicemails coming from the 'Executive' level stand out. This also allows you as the manger to ensure that upper management is kept abreast of the achievements your team are making for the overall success of the business... To add yet another level of stimulation, have an executive either personally call to congratulate someone (or a group) or even show up in person to shake hands and express his or her appreciation. 

On-the-Spot Praise. This too is associated with recognition but the key here is timing. When there is a reason for praising someone don't put it off for any reason! Promptness equals effectiveness. Praise people when the achievement is fresh on everyone's mind. What is effective is for us to pay attention, watch for accomplishments and go out and tell whoever it is what a great service they gave or applaud them for going above and beyond to serve the guest...praise them promptly for what they accomplished or achieved! Don't allow time to creep in and snatch away any ounce of the positive impact that praise can have when it is delivered promptly. 

Training is always a work in progress and your team can never get enough. Training never ends, "booster" training sessions could be led by you or by a lead therapist with help from specific associates who show a particular strength in the skills taught. This takes time, but these types of training sessions will continually enhance the performance of your team and the productivity of your business. 

One-on-one coaching, another form of training offers continued associate development. Your only cost is time. Time means you care. And remember people don't care how much you know... until they know how much you care. 

Whenever the emphasis is on positive feedback, make sure to do this coaching in "public." Whenever you recognize and encourage a team member or members in "public," it acts as a natural stimulant for others who are close enough to see or hear what's taking place. It allows you to set 'best' practices in place so your entire team knows how things should be done. It sets the 'performance bar' so to speak. 

Mentoring your team helps them to know what is potentially ahead for them, what opportunities there are for growth and sustainability. This issue is a sometimes a forgotten ingredient as to the importance it plays in the overall motivation of people. Setting career paths within your organization is very powerful.

If you do this you are sending a very positive message to everyone that there are indeed further career opportunities within your organization. Another thought on this is as you train, coach and mentor your team members, you are ensuring that your spa could run smoothly and successfully if there were a promotional position to come open that they might want.

Be creative as you think of possibilities for titles. Have your staff come up with ideas giving them input into the titles. Bottom line, you are dealing with pride...and pride enhances a positive attitude...and a positive attitude is the foundation for continuing success. 

 Leadership Roles give your team leadership roles to reward their performance and also to help you identify future candidates for promotions. Most people are stimulated by leadership roles even in spot appearances. For example, when guest come to your spa use this opportunity to allow an associate to take the role of guest guide. 

A great place to hand out leadership roles is to allow your people to lead brief meetings. Utilize your employees' strengths and expertise by setting up "tune up" training sessions and let one of your employees lead the training, rotate this with your team members. The best time to do this is when new person starts. 

Team Spirit is what drives teams to championships. This is a crucial component for your business success. It's also known as relationship building. What is your current team spirit? How do you currently build team spirit? Do you know how your team feels about the spirit of the group? Do your team members work as a team or as individuals, only looking out for what's in it for them versus what the team can do as a whole? 

Have a picture taken on your entire team (including you!), have it enlarged and hang it in a visible spot. Most people like to physically see themselves as part of a group or team. 

Work to create projects and affiliated activity that are team driven. People driving to reach goals together definitely enhance team spirit solely because they must lean upon others and be prepared to be leaned on. 

Social Gatherings scheduled offsite can enhance bonding which in turn helps team spirit, which ultimately impacts your positive work environment.

Communication is a true motivator. We all like to be heard and voice our opinions. And the majority of employees say their managers don't communicate openly with them. But a majority of managers say they do. Who’s, right? Wrong question. If the employees feel you are withholding information they need about their work or workplace, they will lose motivation and develop resistance to your management. 

How? Since employees and managers generally see this issue differently, the simplest fix is to ask employees what they want to know. Ask them one-on-one, by email or in meetings. Give employees at least one chances a week to ask you for information. And then give them the information. 

Well, here's a start to evaluating your current situation and the level of motivation and 'spirit' your spa team and you have.

Here's to your continued success.

Julia Leone

The Retail Experience
Adding Wellness Items to Your Retail
 

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Sunday, 19 August 2018
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