MAY 2017
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P U L S E . E X P E R I E N C E I S PA . C O M
CompanyCulture
FROM YOUR CHAIRMAN
2017 ISPA BOARD OF DIRECTORS ELECTED OFFICERS CHAIRMAN Todd Shaw The Peaks Resort & Spa VICE CHAIRMAN Todd Hewitt Shangri-La International SECRETARY/TREASURER Garrett Mersberger Kohler Co. IMMEDIATE PAST CHAIRMAN Michael Tompkins Hutchinson Consulting DIRECTORS
“Here lies a man who knew how to enlist the service of better men than himself.” ach time I reflect on these powerful words carved on the tombstone of Andrew Carnegie—a son of poor immigrants who helped build the U.S. steel industry and was once the richest man in the world, I can’t help but be reminded that no one has a monopoly to success. In fact, the key to success for most entrepreneurs and leaders is the ability to delegate. But boy, delegation is a tough skill to master for it requires letting go of one’s ego! As leaders, it can be very tempting
Sharilyn Abbajay ISPA Foundation Vice Chairman Noel Asmar Noel Asmar Group, Inc. Scott Duncan Spa Gregorie’s Blake Feeney Chaleur Beauty Michael Harmsworth ESPA International (US) Ltd. Patrick Huey Kristine Huffman Huffman Hospitality Concepts
to think that our way of doing things is the only way to do things or that we know all the
Julie Oliff St. Regis Aspen
answers all the time—but we don’t.
Laura Parsons ESPA International (US) Ltd. (Spa Division)
Delegation requires equal amount of letting go of control and trusting that team members can deliver to the standards expected. Building trust begins with finding aspirational employees with the capacity to take accountability for their space, their failures and their accomplishments. All too often, as we get entrenched in the day-to-day operations, we forget to leverage the people around us. As you learn the art of delegation, I encourage you to reach out to your peers in the ISPA community to gain ideas and support on how to let go of control and become better leaders. As a community, we fight the same battles each day so we understand each other’s struggles. At the end of the day, it is not about always being right or having the correct answer all the time. It is about inspiring critical thinking in others so that they may have the confidence to think through issues and contribute in your mission and success.
Frank Pitsikalis ISPA Foundation Chairman Eric Stephenson Well World Group Dawn Tardif BodiScience Wellness Center & Spa Robert Vance Well & Being Spa at the Fairmont Scottsdale Princess Lynne McNees International SPA Association MEDICAL ADVISOR Brent A. Bauer, MD Mayo Clinic
And that—like Carnegie—is the best legacy a leader could ever hope for. What will be your legacy as a leader? Will you be known as the one brave enough to set aside his or her ego in
CHAIRMEN’S COUNCIL
order to shine a torch on others?
Past ISPA Chairmen who are current members: Gayle Brady • Brady Spa Consulting Jeff Kohl • Spa & Club Ideations Jean Kolb • Well By Choice John Korpi • Korpi & Korpi —TODD SHAW, CHAIRMAN
Kate Mearns • 5 Spa Consulting LLC Jim Root • The Westmoor Club Todd Shaw MBA
@tddshaw
Todd Shaw
Jane Segerberg • Segerberg Spa Consulting, LLC Ella Stimpson • The Spa at Sea Island 2
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Deborah Waldvogel • ResortSuite
THE MAGAZINE FOR THE SPA PROFESSIONAL EXECUTIVE Lynne McNees EDITORIAL Mae Mañacap-Johnson Kelly Heitz DESIGN Marja Walker ADVERTISING AND SALES Tara Finn ADVERTISING COORDINATOR Jessica Pfister PRODUCTION MANAGER Chris Guzicki
Pulse is the official publication of the International SPA Association, a member organization for the spa and wellness industry. Copyright 2017.
EDITORIAL OFFICES International SPA Association
Lexington, KY. 40504 USA. Canadian publication agreement No. 40042114.
2365 Harrodsburg Road, Suite A325 Lexington, Kentucky 40504, USA Phone: 1.859.425.5062 1.888.651.ISPA (4772) • Fax: 1.859.226.4445
PULSE ACCEPTS LETTERS TO THE EDITOR. Please include your name, title, company,
experienceispa.com
All rights reserved. No part of this publication may be reproduced without written consent of ISPA. All inquiries should be sent to Pulse, 2365 Harrodsburg Road, Suite A325,
address, phone and email address. Only your name, title, company and location will be published in the magazine. The editor reserves the right to edit for clarity and content. By submitting the letter, you are giving ISPA publishing rights. Pulse (USPS 017-893, ISSN 15259226) is published 10 times a year – January/February, March/April, May, June, July, August, September, October, November and December by Associations International, 2365 Harrodsburg Road, Suite A325, Lexington, Ky., 40504. Periodicals postage paid at Lexington, Kentucky, and additional mailing offices. POSTMASTER: Send address changes to Pulse, Attn: Member Services, 2365 Harrodsburg Rd., Suite. A325, Lexington, Kentucky, 40504, USA.
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is the magazine for the spa professional. As the official publication of the International SPA Association, its mission is to serve as the preeminent resource of expert insights, trends, tools and research to help spa professionals create innovative solutions and make informed business decisions.
FOLLOW US ON TWITTER! @ISpaDoYou LIKE US ON FACEBOOK! International SPA Association
“This goodbye is more than a year in the making.” MARION PHOTOGRAPHY STUDIO
WHEN MY FAMILY RELOCATED to Florida in December 2015, I first said my goodbye to the ISPA team. It was a bittersweet moment—after all, how do you pack up almost seven years of your life? Where in your heart do you stash friendships, stories and moments with ISPA and Pulse? It was a difficult decision, so much so that when I was told “You can’t resign yet,” I agreed to stay on to help find and train a new person to fill these shoes. More than a year later, as I stand here eager for my next adventure, I can’t help but look back at my favorite moments in our journey together with Pulse. Who could forget our featured interviews with high-profile experts or in-depth features on spa trends, marketing pitfalls and consumer behavior? Too many to mention, too little space. While I may be the captain who steered this ship for almost seven years, the magazine would have never sailed far without the team who helped man the oars and, most especially, you, our readers, who graciously shared your time and expertise to be a source in Pulse. You make the magazine relevant through the insights you share, valuable through the resources you provide and visible through your eagerness to share on social media. You are part of the reason why, in the years I have served at its helm, Pulse magazine won its first-ever and three consecutive APEX Awards for Publication Excellence. I am proud of this milestone for it speaks greatly of our team effort to elevate the magazine to new heights. These are moments that would stay with me. I celebrate every little win, because it reminds me of my intention and purpose for doing what I do. And for that, THANK YOU. While I no longer serve as the editor of Pulse, I will continue to help spread the message of wellness in every way I can. I would love to nurture our friendship, so please do not hesitate to reach out to me on social media. The truth of the matter is, this is not really goodbye, but more of “See you again here soon!”
—MAE MAÑACAP-JOHNSON, SENIOR EDITOR @ISPAPULSEEDITOR
As I pass on the torch to Kelly Heitz, I am confident she will make a great editor and addition to the ISPA team. Get to know your new editor! Send her a welcome note at kelly.heitz@ispastaff.com or follow her editorial escapades on Instagram @PulseEditor. 6
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MAY
VOLUME 27 ISSUE 3
HELPING
Athletes Spa Therapy
RECOVER THROUGH
BY KELLY HEITZ
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Introducing the ISPA Academy! Learn About this New Member Benefit
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B Y M E G A N B R OW N I N G
6 Fail-Safe Methods to Improve Your Company Culture BY BRIANA LEE
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Keeping Employees Engaged A Step Toward Reducing Turnover BY KELLY HEITZ
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Stop Being a Micromanager! Tips for Learning to Delegate BY KELLY HEITZ
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Is the Fit Right? Red Flags to Keep an Eye on When Screening Job Applicants BY KELLY HEITZ
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IN EVERY ISSUE 2
From The Chairman
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SEE + BE SEEN
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Pulse Preview
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A Day in the Life: Holly Wydra. Account Development Manager, FarmHouse Fresh
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Member News
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ISPA News and ISPA Calendar
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BY TARA SALAH ELDIN AND BRIANA LEE
Success Stories: Nemacolin Woodlands Resort + Jean Kolb, Well by Choice Partnering for the Future
Member Perspectives:
BY KELLY HEITZ
Thermes Marins Spa AYANA Resort and Spa BALI Prioritizing Staff to Meet the Changing Needs of Bali’s Tourists Euphoria Wellness Spa Offering Guests the Complete Spa Exerience BY KELLY HEITZ
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BY KELLY HEITZ
Pulse Points
Remède Spa at St. Regis Aspen Resort Maintaining Stability in a Tiny Resort Town
Conversations: Joanna Garzilli Intuition Coach and Author of Big Miracles: The 11 Spiritual Rules for Ultimate Success BY KELLY HEITZ
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Ask the Expert: Meik Wiking CEO of the World Happiness Institute and Author of The Little Book of Hygge: Danish Secrets to Happy Living BY KELLY HEITZ
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ISPA Foundation ISPA Snapshot Survey
ABOUT THE COVER
Product Spotlight Social Connections: Lenette Casper President Phytomer Group Brands
End Notes
Fostering a positive company culture can help improve productivity, retention, and make your employees excited about doing their jobs. May's cover illustrates that a culture of teamwork and trust lead to success. COVER PHOTO © SHUTTERSTOCK
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It’s not something you graduate from, it’s something you graduate to. THE BRAND-NEW ISPA ACADEMY is your one-stop shop for educational resources to help your spa business soar. Inside the ISPA Academy you’ll find a variety of tools, ranging from spa-related glossary terms to job descriptions and several industry and consumer-related research. Looking for something specific? The ISPA Academy has an easy-to-use search function to help narrow down your search results. As an ISPA member, you’ll have complete access to each and every tool housed on the site. Nonmembers are welcome and encouraged to look around and explore. However, as this is an invaluable benefit for ISPA members, some content will be restricted for members only. Be sure to visit the ISPA Academy frequently, as new content and resources will be constantly updated. Have something you’d like to see in the ISPA A SPECIAL Academy? We’d love to hear from you! Simply email ispa@ispastaff.com THANK YOU with your comments and suggestions.
The ISPA Academy wouldn’t have been possible without the contributions from longtime ISPA member, Mary Wisnom, who served as the lead on the ISPA Academy project. Wisnom boasts more than 30 years of experience in the hospitality industry as a practitioner and educator, and was recently named the recipient of the ISPA Dedicated Contributor Award, which will be presented at the 2017 ISPA Conference & Expo.
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ISPA NEWS
MAY IS... ● ● ●
ALS Awareness Month National Meditation Month National Bike Month
Stay in the Know Through ISPA’s Social Media Networks Get the latest ISPA news and alerts by finding ISPA on your favorite social network. From sharing a photo on Instagram to reading ISPA’s newest Facebook post or finding a message to retweet, you’re sure to find something interesting worth sharing with your network.
May 1–June 30 ISPA membership renewals for FY18
ISPA Membership Renewal Season is Here! ISPA’s New It’s hard to believe that the 2018 Membership Membership Year Officially Renewal season is upon us! Be sure to renew Begins your ISPA membership and receive the July 1. plethora of benefits that come with membership. If you have not yet renewed your membership for 2017-2018, you should be receiving a renewal invoice in the mail this month.
FOLLOW ISPA Twitter & Instagram: @ISpaDoYou facebook.com/InternationalSPAAssoc
pinterest.com/intispaassoc LinkedIn: International SPA Association
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Last chance to secure the 2017 ISPA Conference & Expo early bird rate (US$699)! From May 2 through July 28, registration rate will be US$799.
Cinco de Mayo
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Mother’s Day
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May Snapshot Survey Opens
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Sun Screen Day
Memorial Day ISPA West Coast Media Event World No Tobacco Day
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PULSE POINTS
Lack of Sleep is a Global Health Problem That Has Impact on a Nation’s Economy ACCORDING TO RESEARCHERS at the nonprofit research organization RAND Europe, part of the RAND Corporation, sleep deprivation is a global health problem that leads to a higher mortality risk and lower productivity levels among the workforce, which in the process puts a significant damper on a nation’s economy. The study, “Why Sleep Matters — The Economic Costs of Insufficient Sleep,” is the first of its kind to quantify the economic losses due to lack of sleep among workers in five different countries—the U.S., U.K., Canada, Germany and Japan. The study uses a large employer-employee dataset and data on sleep duration from the five countries to quantify the predicted economic effects from a lack of sleep among its workforce. Findings from the study estimate the annual economic losses of the following nations due to their workforce’s poor productivity levels from lack of sleep: US$411 Billion
U.S.
US$138 Billion
Japan
US$60 Billion
Germany
US$50 Billion
United Kingdom
US$21.4 Billion
Canada
“Improving individual sleep habits and duration has huge implications, with our research showing that simple changes can make a big difference. For example, if those who sleep under six hours a night increase their sleep to between six and seven hours a night, this could add US$226.4 billion to the U.S. economy,” says Marco Hafner, RAND Europe research leader and main author. To improve sleep outcomes, the report recommends individuals set consistent wake-up times, limit their use of electronics before bed, and exercise during the day. Employers should recognize the importance of sleep and their role in its promotion. The research suggests building brighter workspaces and discouraging the extended use of cell phones and email after working hours. 16
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Workplace Fun is FUN-damental for Learning
mistakes, for example. The study looked at fun activities supported by management to enhance well-being—team-building activities or celebrations to recognize achievements for example—and the manager’s overall support for fun on the job. A manager’s support for fun mattered more than his or her support for learning, according to the researchers. “There’s a lot of talk in the literature about a manager’s support for learning, or creating a climate for learning, and how that makes a culture for learning where workers learn from one another,” says Tews. “What we’re showing is that fun on the job actually matters as much as—or even more—than that support for learning.”
ll work and no play make for some very unhappy employees. Unhappy employees have, in the past, shown a direct negative correlation to retention and performance, but a new study published in the Journal of Vocational Behavior finds that a fun workplace leads to a better environment for informal learning, which includes most unstructured, non-classroom forms of “...researchers suggest it may not learning. be the fun activities themselves that “Most learning at the workplace occurs independently at the desk, or with a few instill the new lessons. But how fun other people, not necessarily in a creates a better learning environment.” classroom,” says Michael Tews, associate professor of hospitality management at Penn State University. Tews worked with John W. Michel, associate Fun can also bring coworkers together which, in turn, aids professor of business and management at Loyola University and learning between workers. “It creates this group cohesion,” says Raymond A. Noe, professor of management and human Tews. “So, when there’s fun, then the co-workers may be able to resources at Ohio State University on the study. get to know each other, have better connections, and be more apt The researchers suggest it may not be the fun activities to help each other.” themselves that instill the new lessons, but how fun creates a How are you creating a fun environment for your employees? better learning environment. People in fun work environments Do you encourage them to share light-hearted moments as well are more inclined to try new things and not fear possible as create activities that make learning less structured and fun? n
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B Y TA R A S A L A H E L D I N AND BRIANA LEE
MEMBER NEWS
THE SPA SHIFT Announcements marking spa industry players on the move. ●
Konrad Grstein has been appointed General Manager at Four Seasons Hotel Toronto in Toronto, Ontario Canada.
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Stephen Johnson has been appointed General Manager at Gateway Canyons Resort &Spa in Gateway, Colorado.
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In his new role as Area Director of Spas at Marcus Hotels & Resorts, Gordon Tareta will oversee Evensong Spa at Heidel House Resort & Spa in Green Lake, Wisconsin.
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The Naples Beach Hotel & Golf Club in Naples, Florida has named Crystal Steere its new Spa Director.
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David Arraya has been appointed Resort Manager at Four Seasons Resort Lanai in Lanai City, Hawaii.
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Philip Clough has joined Four Seasons Resort Scottsdale in Scottsdale, Arizona as Resort Manager.
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Jennifer Cooper has been appointed Director of Club Membership at Kono Kai Resort & Spa, home of SpaTerre at Kona Kai Resort, in San Diego, California.
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Konrad Grstein
Stephen Johnson
Gordon Tareta
Crystal Steere
David Arraya
Philip Clough
Jennifer Cooper
NEW ON THE MENU 1. Deer Lake Lodge hosted a class on edible plants with expert Mark “Merriwether” Vorderbruggen. Guests had the opportunity to explore the property and learn about Texas' edible wild plants and the basics of foraging. The class was in conjunction with the resort’s regular health and cleansing program.
2. Rancho Valencia Resort & Spa in Rancho Sante Fe, California launched a customized integrative health and wellness program called the Wellness Collective which allows guests to improve areas of their life such as fitness, attitude and perspective, nutrition, sleep, relationships, stress and more. The program is available to Rancho Valencia members as well as guests and locals in the form of retreats.
MEMBER UPDATES 1. Gaylord National Resort and Convention Center in National Harbor, Maryland projects a May 2017 opening for their newly renovated RiverView Ballroom.
2. TAC | The Assistant Company introduced “sense,” their new cloud spa management tool which allows users to plan bookings and customer service from smartphones, tablets or laptops.
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3. Spa Réveil in Austin, Texas was named winner of the 2017 Top Choice Award (TAC) in Austin for the Spa category by TAC, an international market firm.
4. Body Bliss announced that the company was recognized with multiple spa industry awards in 2016, including three Spa & Wellness Mexico product awards for their Prickly Pear Age Defense Facial Treatment Oil, Regenerative Neroli Facial Serum and Luminous Vibrational Body Oil.
5. Lake Austin Spa Resort in Austin, Texas was named the number six wellness retreat in the world in Conde Nast Traveler Readers’ Choice Awards, one of only five locations in the United States to be recognized on this list. 18
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BRILLIANT IDEA 1. Éminence Organic Skin Care officially opened the Éminence Certified Organic Farm 1
in the Hungarian countryside. Guests will experience the birthplace of the brand’s most coveted formulas, learning the beauty of certified organic fruits, herbs, vegetables and flowers which are used in Éminence’s skin-care products. One purpose of the farm is to teach future generations about the importance of healthy nutrition and organic farming.
2. Students of Cornell University won the global INNovation Room competition for 2
hotel management students. Their winning concept offered guests a room service alternative with healthy, locally sourced food around the clock using a state-of-the-art payment system with label sensor tags to charge guest rooms directly.
OPEN FOR BUSINESS 1. Mandarin Oriental Hotel Group announced plans to open a new hotel
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and branded residences in Honolulu, Hawaii. The 36-story project, which will include a Spa at Mandarin Oriental, will open in 2020.
2. Now officially open to guests, the Andaz Scottsdale Resort & Spa features 201 casita-style guestrooms which naturally weave through the grounds, allowing guests to take in the fresh desert air.
3. Four Seasons Hotel London at Park Lane in London, U.K. opened a Roman-inspired spa in April, evoking the architecture of London’s ancient Roman history. The spa features eight treatment rooms, including hammam, indoor swimming pool and more.
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4. Spa & Fitness Center at Turnberry Isle Miami in Miami, Florida opened its newly renovated spa which features 22 treatment rooms, an Ayurveda treatment area, cryotherapy chamber, yoga studio and more as well as 70 treatments, including massages, aromatherapy and Japanese iyashi dome.
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5. Terranea Resort, home of The Spa at Terranea Resort, in Rancho Palos Verdes, California, updated its main restaurant Catalina Kitchen, redesigning interiors and exteriors as well as its menus.
6. The Orlando World Center Marriott, home to Spa at the Orlando World Center Marriott, launched the Central Pantry, a grab-and-go marketplace focused on fast, fresh gourmet options.
7. Mala + Mantra’s new Be Well Collection has been launched in support of Wellness for Cancer. For every bracelet and mala sold, Mala + Mantra will donate five dollars to Wellness for Cancer. As with all Mala + Mantra products, the bracelet imparts messages of mindfulness and meditation, which are proven methods that help cancer patients and survivors recover.
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GIVING BACK Saltability announced a partnership with nonprofit Seagull Services, which promotes advocacy, workforce development and employment services for teens and adults with disabilities. Through the partnership, Seagull Services employees will be measuring, packaging and labeling Saltability products for wholesale and retail purchase.
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MEMBER PERSPECTIVES
Remède Spa at the St. Regis Aspen Resort: Maintaining Stability in a Tiny Resort Town n the picturesque resort town of Aspen, luxury is never compromised. Everyone from celebrities and heiresses to industry tycoons and athletes, have been known to flock to this little resort town in Colorado’s Rocky Mountains for outdoor adventure and a little R&R. The Remède Spa at the St. Regis Aspen Resort has been consistently voted among the top spas in the world, and is known for its well-appointed personal service and signature touches. But for a spa that must operate yearround, a resort town can present its disadvantages.
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Management and Operations Challenges Irisha Steele, spa director at Remède Spa
“We face challenges like housing shortages, high cost of living, and two slow seasons that may deter therapists to apply.” — IRISHA STEELE, Spa Director Remède Spa at the St. Regis Aspen Resort, Aspen, Colorado
at the St. Regis Aspen Resort, has grown accustomed to working around the resort towns’ woes. She notes, “Our biggest challenge is hiring qualified employees in a remote ski town. We face challenges like housing shortages, high cost of living, and two slow seasons that may deter therapists to apply.” To combat these issues, the resort
The Confluence Room at St. Regis Aspen combines the beauty of rushing waterfalls with the calming nature of a flowing river. 20
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provides housing to many of its employees. “This is a huge benefit for our employees which takes away the stress of the housing shortage in Aspen.” Steele also notes that they make sure to offer competitive wages to entice therapists to work in Aspen. Because the town is seasonal, Steele pares down the spa’s services during the slow seasons of spring and fall. This can be a deterrent for many applicants, but Steele combats this by finding therapists who are nomadic in nature. “We find therapists who are passionate about traveling,” says Steele. “Ninety percent of my team travels [during slow seasons], but when they come back, they’re refreshed and renewed.” Turning a challenge into an advantage or benefit is a great way to attract the right people to the spa. When hiring, Steele looks for emotional intelligence and a passion for the industry. To meet the high demand of the clientele at the St. Regis Aspen Resort, her team must possess an advanced skillset and the innate desire to provide five-star service. To keep her employees engaged, Steele
The Oxygen Room at Remède Spa is a favorite for guests to unwind.
offers regular training for every department. “It’s important to continue to develop emotional intelligence for both our front desk agents as well as all our supervisors. We also conduct retail knowledge training at the start of every season, as well as some type of massage training every season, ranging from body mechanics and reflexology to reiki,” says Steele. She likes to keep things interesting by allowing her team to decide what types of training they need. This keeps the staff both engaged and empowered.
Marketing Solutions Because Aspen is such a small resort town and tends to slump in the spring and fall, Steele has to be creative about where she spends her marketing efforts. In Aspen, the busy season is extremely busy. Aspen’s general population of around 6,600 often soars to a whopping 27,000 on any given day during the summer and winter months. It’s important for Steele to get the word out to potential clients about
all the spa’s offerings during this peak time. “Our biggest challenge is effectively communicating all our offerings during our busy season. To do this, we create a winter and summer guide. This allows us to present all the information to resort and town guests in one handy guide.” The St. Regis Aspen Resort also uses Facebook and Instagram as a way of promoting the property and communicating with potential clients. It’s a great way to show the latest menu additions and keep Remède Spa at the forefront of the guests’ mind.
Meeting Guests’ Expectations Because Remède Spa at the St. Regis Aspen has a dynamic clientele, Steele aims to stay on the forefront of their expectations. Lately, she has seen a demand for wellness outside the treatment room. To meet this demand, the spa offers Full Moon Yoga and Kundalini once a month. Steele has also recently implemented
a Mala Experience that has been met with great enthusiasm from both new and returning guests. “I was looking for a way to provide healing to spa guests outside of our treatment rooms and into nature,” she says. “It was my belief that creating a full experience incorporating the outdoor beauty of Aspen would offer our guests an unexpected and multi-sensory adventure that also induces a deeper sense of relaxation.” The Mala Experience is in partnership with progressive yogini, spiritual guide and founder of Seeds of Remembrance, Alexa Webster, and has been created to fulfill the mind, body, and soul through connection, self-awareness, and the lifestyle practices to live with energy and joy. “The mala necklaces are one-of-akind pieces that allow our guests to set intentions for every aspect of their lives. Through Alexa’s guidance and qigong meditation, we are able to empower guests with a deeper sense of being, healing and presence in the moment.”
ABOUT THE SPA Facilities/amenities: Oxygen lounge, steam caves, cold plunges, hot tubs, fitness center and confluence waterfall Percentage of guests (male vs. female): 40% male vs. 60% female Number of full-time spa staff: 55 Product lines used: Zents Body Care, ESPA International (US) Ltd., Remède, Natura Bissé International, Most used marketing channel: Local newspaper, Instagram and Facebook Address: 315 East Dean Street Aspen, Colorado 81611 Website: stregisaspen.com Phone Number: 1.970.920.3300 Facebook: facebook.com/stregisaspen Instagram: stregisaspen
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MEMBER PERSPECTIVES
Thermes Marins Bali – AYANA Resort and Spa Bali: Prioritizing Staff to Meet the Changing Needs of Bali’s Tourists ith immeasurable beauty and culture, Bali has long been a destination for yoga and meditation retreats. The backdrop of pristine beaches and forested volcanic mountains make for the perfect location to get your zen on. Thermes Marins Bali - AYANA Resort and Spa Bali has been named the World’s Best Spa by Conde Nast’s Traveler magazine, but operating a full-service spa in paradise can present a few difficulties here and there.
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Management and Operations Challenges Because Bali is a small island in Indonesia, the staffing pool can be a bit scarce. To combat this issue, Thermes Marins Bali
“We provide a six-month training program for individuals who would like to be therapists but have no knowledge or background.” — DEWI PUTU SARIANI, Director of Spa Thermes Marins Bali - AYANA Resort and Spa Bali, Jimbaran, Bali , Indonesia
has implemented an extensive training program for both potential and current staff members. “We provide a six-month training program for individuals who would like to be therapists but have no knowledge or background,” notes Dewi Sariani, director of spa at Thermes Marins Bali. “We train and nurture them to be ready to perform
professional spa services and most of them become members of our staff.” For existing team members, the spa arranges monthly training plans to maintain product knowledge and conducts regular audits and assessments to keep staff performance consistent. “We also provide opportunities for crosstraining with other departments for those
The rooftop spa reception area at Thermes Marins Bali combines the country's unique sense of style and tranquility. 22
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with product add-ons,” notes Sariani.
Nicknamed "The Spa on the Rocks" for a reason, Thermes Marins Bali boasts breathtaking views.
who’d like to enhance their knowledge, so that later he or she may contribute by assisting that department’s operations when needed,” Sariani adds. Bali has seen a huge influx of Chinese travelers in recent years. As Balinese and Indonesian are the two languages most commonly spoken in the country, it can be difficult to communicate with guests. To enhance the experience for Chinese travelers, the spa has implemented staff language training programs. “To overcome this challenge, our resort provides Mandarin training for staff keen to develop their language skills,” says Sariani. “We also have dedicated Chinese Guest Relations teams who can support with bookings and personal preferences.” When looking for new staff members, Sariani cites passion and enthusiasm as two qualities she seeks in a potential hire. “We also believe in having the right attitude, and our extensive recruitment processes help us ensure we have the right people for the AYANA brand.”
Marketing Solutions With 53 spa treatment rooms and an AQUATonic pool that can accommodate
up to 50 guests, Thermes Marins Bali could be a perfect location for corporate group events. Sariani sees the resort’s potential in attracting large groups and is working to develop products and services to meet the needs of business clientele who wouldn’t normally think of spa services as a retreat activity. “We are working to create group rates and meeting packages to include unique activities, such as a ‘Spa Coffee Break’ package,” says Sariani. “We plan to work with the hotel’s sales team to educate them on these packages so that they can relay the information to groups during the booking process.” Currently, the spa offers special occasion promotions on major holidays like Mother’s Day and Nyepi (a Balinese “Day of Silence” commemorated every Saka new year), as well as key seasonal dates. During the slow season, Thermes Marins Bali reaches out via its social media channels to offer value packages, which include takeaway gifts after certain treatments and unique perks such as discounts on longer massage packages. “Instead of discounting during low occupancy periods, we try to market certain packages
Meeting Guests’ Expectations As the number of Chinese clientele continues to grow, the resort must learn to adapt beyond simply learning their guests’ language. “They have specific preferences including the classic onehour massage, unique signature treatments and branded products,” says Sariani. “Once we learned these preferences, we market more massage therapies and upsell signature treatments to attract this growing market.” Sariani keeps up with the everchanging demands of guests by constantly re-working the spa’s menu. “We review our spa menu every six months; however, most of the time we make significant changes once a year. We also keep up-to-date on the latest global trends and continually monitor feedback and recommendations from our guests.”
ABOUT THE SPA Spa open date: November 1996 Facilities/amenities: 53 treatment rooms, AQUATonic pool, 5 locker rooms, fitness center, steam and sauna rooms, spa café, spa retail, beauty salon, reflexology lounge, 2 tennis courts, 18-hole putting golf course Percentage of guests (male vs. female): 45% male vs. 55% female Number of full-time spa staff: 99 Product lines used: Thermes Marins France, La Mer and local products for traditional treatments Website: ayanaresort.com Phone number: +62.361.702.222 Facebook: facebook.com/AYANAresort Instagram: @AYANAresort Twitter: @AYANAresort
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MEMBER PERSPECTIVES
Euphoria Wellness Spa: Offering Guests the Complete Spa Exerience art spa, part fitness and yoga studio, Euphoria Wellness Spa goes above and beyond your typical day spa. Located in Peterborough, Ontario in Canada, Euphoria Wellness Spa offers a fullservice medical spa, wellness spa, fitness studio, day spa and even a café that serves Starbucks coffee to its guests.
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With all these offerings, staffing and management can present a challenge.
Management and Operations Challenges Setting the bar high, Simone Dobson, Euphoria Wellness Spa’s president and director, must tackle the typical woes many other day spas face: inconsistent
“It’s important to nurture relationships with employees and be as flexible as possible.” — SIMONE DOBSON, President and Director Euphoria Wellness Spa Peterborough, Ontario, Canada
employees, low employee initiative, and high turnover rates. She is constantly striving to uphold a certain level of service and ensures her management team leads through constant communication. “It’s important to nurture relationships with employees and be as flexible as possible,” says Dobson. “This allows our staff to enjoy their work which, in turn, allows them to perform better and more consistently for our guests.” When hiring, Dobson and her management team look for professionalism above all else. Whether fitness trainer, esthetician, or nail technician, a dedication to professionalism and customer service is essential for a large day spa facility that is 15,000-square-feet in area size. No matter the service a guest receives, they should get the same level of attentiveness. Dobson ensures the staff at Euphoria Wellness Spa are ready for anything Fresh and bright treatment rooms at Euphoria Wellness Spa make guests feel comfortable and relaxed.
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repeat customers and serves to promote a loyal client base.
Meeting Guests’ Expectations Dobson has noticed clients prefer constant and effortless communication. “Clients want to have immediate and accessible answers and results,” she says. This is why she made it a point to include all menu offerings and prices on the spa’s website, as well as offer easy booking options via the MINDBODY app. “Our menu is completely paperless,” adds Dobson. “This allows us to add new services to our menu quickly, easily update our descriptions and pricing, and get the word out to our customers efficiently.” n
ABOUT THE SPA The on-site fitness and yoga studio attracts a loyal client base.
through constant education and training. “We believe that staff can never receive enough education on services, products and the industry,” she says.
Marketing Solutions As the only full-service “medical spa, day spa and fitness studio” in the Peterborough area, Euphoria Wellness Spa has its share of marketing challenges. “Our biggest marketing challenges include having our services and atmosphere viewed as part of one’s wellness, not just as a luxury service. Our services are often seen as an indulgence when, in reality, these services allow our clients to take time for themselves, which is a rarity with today’s busy schedules.” To counteract this perception, Dobson implemented a clear business model. She wanted Euphoria Wellness Spa to be a one-stop wellness shop for her clients, with a pricing strategy that brought every-
thing together. Spa guests, for instance, are given a 10 percent discount when they book another treatment within two weeks from their last visit, a loyalty program that rewards them with a complimentary product or service as well as free access to the spa amenities. Fitness members, on the other hand, receive 10 percent off retail products, Starbucks coffee at the cafe, skin-care services, medical esthetics, hair services and educational workshops. In addition, they also receive access to spa facilities such as the steam room, infrared sauna, and showers, as well as complimentary express manicure, pedicure, and facial treatments on their three-month, sixmonth and one-year anniversaries, respectively. By offering cross-service promotions and deals, Dobson ensures clients take advantage of all aspects of the spa’s offerings. Plus, this method increases
Spa open date: November 15, 2016 Facilities/amenities: Eucalyptus steam room, dry sauna, co-ed infrared sauna, aromatherapy shower, heated floors and fitness studio Percentage of guests (male vs. female): 12% male vs 88% female Number of full-time spa staff: 25 fulltime, 20 part-time Product lines used: Noel Asmar Group Inc., Barefoot Dreams, Inc., Aveda, SpaRitual, FarmHouse Fresh, GEHWOL Foot Care, jane iredale, COOLA Sunscreen, Feeling Smitten, Intraceuticals Most used marketing channel: Radio ads and social media Website: euphoriawellnessspa.com Phone number: 1.705.741.4772 Facebook: facebook.com/ euphoriawellnessspa Instagram: @euphoriawellnessspa Twitter: @EuphWellnessSpa
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CONVERSATIONS WITH JOANNA GARZILLI
BY KELLY HEITZ
Creating success for yourself can be difficult at times. The outside noise can sometimes be louder than our own thoughts and intentions. Joanna Garzilli, intuition coach and author of Big Miracles: The 11 Spiritual Rules for Ultimate Success, helps her clients overcome the outside noise and inner demons to allow themselves to achieve their version of success. “Since I was six years old, I have been fascinated by the meaning of life,” remembers Garzilli. “I’d often ask my parents, what happens when you die? Are there Chinese restaurants in heaven? How can I take people’s pain away? In my 20s, I traveled the world and met spiritual leaders, healers and teachers from indigenous cultures including: Native American, Peruvian, Maori and more. I learned they were all teaching the same thing in a variation of forms.” Garzilli took what she learned and turn it into a curriculum to help business leaders, entrepreneurs and celebrities find success. In this month’s Conversations, Pulse asks about her spiritual rules for success and how easy it is to apply to your life. PULSE: Where did the 11 rules come from? Why 11? Garzilli: I saw a need for practical, easy-to-follow spiritual ideas and tools that would help my clients get on track so when they got stuck, they’d have specific action steps they could implement to breakthrough. The more clients I worked with, the more of a pattern I saw. They had different life stories and challenges, but there were commonalities.
help you become aware of subtle patterns that can create havoc in your relationships when they go unrecognized. The act of writing, whether it be by hand onto a page or fingers on your keyboard assists you in accepting responsibility for your thoughts and feelings. Anyone struggling with weight issues or low energy levels will benefit from using miracle journaling because the exercises address the root of the problem. If you feel at an impasse in a relationship, the meditation exercises will increase your compassion so you can decide whether to move on or recommit with a truly open heart.
P: Your first rule in the book is “align with Spirit.” Can Spirit be different to different people? Explain. G: Spirit will appear in the form that resonates for an individual. One way to think of “Spirit” is as an intangible and invisible energy that is everywhere. It has the Garzilli’s new book is available P: Why do you believe meditation is ability to create people, environments, inventions and on harpercollins.com. essential for a fulfilled life? solutions seemingly from nothing. In Big Miracles, I lead with the G: Meditation shows you the gift of who you are. It is a doorway idea that you are first and foremost a spiritual being: a mind and to your greatest potential. Meditation also acts as a rear-view body animated by Spirit. When you understand that you are Spirit mirror to reveal your blind spots. I like to think of meditation as and Spirit is you, life becomes very exciting because you can see teeth cleaning for your mind, body and spirit. You get the most the opportunities available to you. benefit when you do it morning and night. It doesn’t have to be for long periods of time: a mindful minute can put you in spiritual P: Your book includes several journaling and meditation alignment for your day ahead, giving you the ability to feel good exercises. How do these help readers on their journey? about the choices you make. If you’ve had a tough day, five G: A key to creating a big miracle breakthrough is cultivating minutes of meditation before going to sleep will bring you the gift awareness. The journaling and meditation exercises quickly 26
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of peace and gratitude when you wake up the next day. Meditating on a regular basis will bring you extreme clarity and enhance your muscles of intuition.
P: Your 11th rule is to get outside your comfort zone. Why is this necessary to creating big miracles and success for yourself? G: The greatest obstacle to creating a big miracle is fear, yet fear is our greatest teacher. It feels so good when you achieve an outcome that seemed impossible. Most of the time people won’t step outside of their comfort zone because they fear rejection from others. I came up with the idea of a Miracle Box to overcome fear. When you feel discomfort around being able to manifest your big miracle, write it down and pop it in a dedicated box. It could be simple or ornate. The idea is that it acts as a mailbox to your Spirit. P: The chapter on “Believing in Your Ability” is powerful. Why do you think this is so hard for people? G: People are hardwired with negative conditioning. They’ve been told so many times they can’t or shouldn’t, that they don’t even try and if they do try, it is short-lived. Some people have an inner critic that is highly vocal, and others have a draining thought-process that is so subtle, it’s hard to recognize the difference between fear as a warning sign that could avert pain, heartache or danger and someone else’s naysayer attitude that holds them back from their ability to breakthrough.
The Mindful Minute Having trouble meditating? Joanna suggests even one “mindful minute” every day can help. Close your eyes. Place your hand over your heart and take a deep inhale, hold for a moment and then exhale. Observe your thoughts. Allow yourself to feel. This will bring you to a state of more awareness. Someone typically has trouble meditating because they are scared to feel the depth of their emotions. They fear they may lose control yet the suppressed energy is interfering with their natural intuition. Purely focusing on inhaling and exhaling brings clarity to your relationships and circumstances. A “mindful minute” is an opportunity to center in your heart and get attuned to what is most important to you.
P: Your book helps readers tackle everything—from selfconfidence to finances. Why do all these categories add up to ultimate success? G: Everyone has their own personal definition of ultimate success. It’s vital that each person gives themselves permission to feel great about the big miracles they want to create. No dream is too big or small. I’ve noticed that people get uncomfortable sharing their vision of ultimate success because they fear judgment and rejection. Ultimate success is relative. For one person, it may be running a multi-million dollar company and winning awards, for another it may be getting married and building a dream home. Ultimate success is when you feel happy, grateful and peaceful in all areas of your life. n
Garzilli’s 5 Quick Tips for Immediate Success 1. Review what’s working and what isn’t working in your life today. This helps you get present to reality. It filters out the negativity of others and puts a spotlight on your strengths and the good things that are happening for you. 2. Commit to one action daily that supports your big miracle goal. It doesn’t have to be work-related. It could be getting a reflexology treatment, taking a nap, researching a conference or making a family dinner. 3. Ask yourself: what am I resisting? Why? This will remove the feeling of overwhelm and will help you gain perspective of your circumstances. 4. Set a spiritual intention. It means you’re serious about creating a big miracle breakthrough. You do this by thinking about what you truly want for your relationships, career, finances, or health. 5. We all make mistakes, it’s one of the ways we grow and it’s imperative we forgive ourselves to allow success in. Write a mistakes inventory to clear stuck mental energy.
CLICK HERE to Download Garzilli’s 11 Spiritual Rules for Ultimate Success quick-guide.
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6 Company’s Culture FAIL-SAFE METHODS TO IMPROVE YOUR
EVERY COMPANY’S CULTURE IS DIFFERENT, and that’s perfectly acceptable. Some companies have a team-based culture with employee participation on all levels, and others adhere BY BRIANA to a more traditional and formal style. LEE So why does it matter? A positive and successful company culture is important to both retaining your hardworking employees as well as attracting new workers. People are more likely to enjoy their time at work if they fit into the company’s culture. When your employees enjoy their jobs, they’ll develop better relationships with coworkers, become more productive, and are likely to want to work for your company longer. Thus, employers can improve productivity and employee retention through a strong office culture. According to Catherine Warren, spa and leisure director at Eau Palm Beach Resort & Spa in Palm Beach, Florida, “mindsets, whether good or bad, are very contagious in spa environments.” Keeping this in mind, it is important that spas maintain a positive company culture. A negative culture often isolates employees, making it more likely for them to adopt defensive attitudes, which isolate the individual from the values and goals of the organization. This leads staff, management and guests to suffer the consequences. “If employees are unhappy, the guest experience is going to suffer, which can trickle down to low guest retention and poor social media reviews, resulting in a direct impact on your financial performance,” says Michael Conte, director of spa and wellness at The Spa at Meadowood Napa Valley in St. Helena, California. From charitable endeavors to staff outings, there are many ways to improve your company's culture. Clockwise from top left: Eau Spa at Eau Palm Beach Resort & Spa staff has a blast with a charity children's tea party, a WTS International croquet outing, The Tallgrass Spa Annual Dog Wash Fundraiser, Michael Conte's special inSPAration cards, Tallgrass Spa staff sending care packages to troops in the Middle East, Eau Spa staff helps with diaper donations at a pre-natal wellness event.
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A company’s culture is its personality. Culture defines the work environment and is made up of the company’s mission, values, ethics, expectations and goals.
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1.
Open Communication Start by determining what is not working in your current company culture. Meet one-on-one with employees to discover their pain points and concerns. Ensure that you listen to each employee without judgment to foster open, honest lines of communication. This will allow you to truly understand what is holding your team back from having the positive culture they desire. As you begin to communicate with your staff, ask their suggestions for improving the culture. Once you implement a few changes, continue to keep the lines of communication open. Conte recommends continuing “with monthly meetings to check on how things are improving and to track progress.”
culture is apathetic leadership. “Basically, leaders who allow cynicism and negativity to flourish. A bad company culture extinguishes the innate drive of your best team members because they see how negativity is being tolerated in the workplace.” When her resort was impacted by the economic decline of 2008, Wendy Rose, spa director at The Spa at Saddlebrook Resort in Wesley Chapel, Florida took on a management style that was understandably more focused on survival than culture. Rose says, “Now that things are in a much better place, I realized it’s time to change my management style and that, in order for things to change, it would need to start with me and my way of direction.”
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Lead by Example Managers must lead
by example. Warren says “if you show [your team] that they are appreciated and heard and prove to them that no job you expect them to perform is beneath you, they will begin to come around. Once the seas calm, you can start to achieve the goals they do not even think are possible for themselves.” Conte agrees, saying that “a leader will earn respect when they are on the front lines with the team.” Past ISPA Speaker and customer service expert Bryan Williams says that the biggest factor that leads toward a bad
How to Define Your Company’s Culture Once you know what you want, you’ve got to go for it. Follow these steps to hone in on the company culture both you and your team want.
Positive Reinforcement An important reminder is to practice giving your team positive reinforcement and to make them feel appreciated. Melissa Rackliff, spa director at TallGrass Aveda Spa & Salon in Evergreen, Colorado stresses the importance of creating an environment of positivity, saying that “a weak, negativity-based company culture has a ripple effect, creating discontent and mistrust as well as low morale and unmet expectations.” When positivity starts at the top, it will trickle down among your employees.
1. DEFINE YOUR MISSION Establish your mission, if you haven’t already. This should be one or two sentences that define what you do and how you do it. Once you’ve defined it, put it everywhere. Your company’s mission should be on the walls in your office, on your email signatures and clearly stated on your website. 2. IDENTIFY YOUR VALUES Survey your employees to see what culture attributes are important to them. This way you know what you’ve already got going on, and what you need to tweak. 3. MAKE A LIST OF EXPECTATIONS AND GOALS Every job description should have clear expectations and every team should make concrete goals. It’s important for your team to know their mission and goals. 4. COMMUNICATE YOUR CULTURE INTERNALLY Constantly remind people to live the company culture. This can be as simple as motivational posters or encouraging outside-the-office bonding. 5. INTERVIEW CANDIDATES FOR CULTURAL ATTRIBUTES Don’t just think about skills and experience when interviewing. Make hiring (and firing) decisions based on the culture you’ve established in your company.
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“Employers can improve productivity and employee retention through a strong office culture.”
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Develop Company Values and Standards Once a positive management
style has been implemented, ensure the team is invested in the success of the organization by establishing a set of core values and standards. At TallGrass, Rackliff’s team abides by a set of 10 core value statements that define their culture, brand and business strategies. These core values impact everything—from how staff interacts with guests to serving as the foundation for decision-making. Developing core values will show existing team members the positive culture you are working toward as a team. It will also make it easier to find new members who will easily fit in with your company’s work culture.
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Create a Fun Workplace According
to data from the Journal of Vocational Behavior study (see page 17), a fun work environment is vital for learning and innovation in the workplace. Creating a positive work environment also means allowing employees to have fun and enjoy spending time with their team. Conte says of his team: “Quite simply, they do not
want to dread coming to work.” Rackliff suggests organizing events that allow team members to give back to their community. She says “the heartfelt and bonding impact of working together on a philanthropic project is irreplaceable and brings new light to any group.” Conte agrees that fun is imperative and recommends planning a staff outing and decorating the staff space for holidays. Managers can also hold contests that play into guest satisfaction. For instance, if a staff member receives positive accolades on TripAdvisor or Yelp, they receive a free lunch or mini treatment.
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Bringing it All Together Williams says that, in his experience, employees want a company culture centered around a commitment to excellence, strong leadership and peer-to-peer congruence. Organizations that focus on developing these areas will foster environments where strong teams are built and individuals are able to flourish. As Conte says, “There is a popular saying in hospitality that if you take great care of your employees, they will take care of your guests—and that is absolutely true!” n
F E AT U R E D S O U R C E S
BRYAN K. WILLIAMS Chief Service Officer BW Leadership Academy/BWTV Online Learning BOWIE, MARYLAND
CATHERINE WARREN Spa and Leisure Director Eau Palm Beach Resort & Spa PALM BEACH, FLORIDA
MELISSA RACKLIFF
MICHAEL CONTE
WENDY ROSE
Spa Director TallGrass Aveda Spa & Salon
Director of Spa and Wellness The Spa at Meadowood Napa Valley
Spa Director The Spa at Saddlebrook Resort
EVERGREEN, COLORADO
WESLEY CHAPEL, FLORIDA
ST. HELENA, CALIFORNIA
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SEE + BE SEEN SPA AWARDS. Jean-Guy de Gabriac, Christine Hays, and Verena LasvigneFox were in London at the 2017 World Spa & Wellness Awards. Hilltop Spa at Four
HAWAII GETAWAY.
Seasons Resort Seychelles, with Lasvigne-Fox serving as senior spa director, won the award for Hotel Spa of the Year: Middle East and Africa. The Spa at Mandarin Oriental Washington D.C. was recognized Hotel Spa of the Year: North and South America while ESPA Life at Corinthia won the 2017 Professional Beauty
Expo keynote speaker John Ondrasik and his wife Carla were spotted on vacation at Four Seasons Lanai in Hawaii.
2016 ISPA Conference &
Awards Residential Spa of the Year.
OSCARS PREP. Nelly De Vuyst skin-care specialists were at the Beverly Hilton Hotel to help prep celebrities prior to the 89th Academy Awards. Actress and comedian Ali Wong from American Housewife, Chris Mulkey from Timeless and Captain Phillips, and The Fosters’ Sherri Saum all enjoyed the Red Carpet Glow Treatment, which was specifically designed for the event.
CELEBRITY SIGHTING. BABOR helped celebrities get red carpet-ready this award season. BABOR skin-care products were used to prep the skin of Faith Hill at the Grammy Awards and Chanel Iman at the Vanity Fair Oscar Party.
CLIENT CONNECTION. Simone Dobson, president and director of Euphoria Wellness Spa based in Ontario, Canada, seen here making her spring order at Noel Asmar Group Inc. 32
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ISPA DOES COSMOPROF! ISPA hosted the first ever Spa Symposium in collaboration with Cosmoprof Worldwide.
3 Held in Bologna, Italy in March, the two-day Spa Symposium, alongside the 50th
annual Cosmoprof Worldwide Exhibition, offered opportunities for networking and education to global decision-makers. Industry
leaders from the ISPA community shared valuable business insights during the education sessions. 1. 2. 3.
(Left to right) Jeremy McCarthy (Mandarin Oriental Hotel Group), Garrett Mersberger (Kohler Waters Spa), ISPA Chairman Todd Shaw (The Peaks Resort & Spa), Ella Stimpson (The Spa at Sea Island), Sharilyn Abbajay (Abbajay & Associates), Noel Asmar (Noel Asmar Group), ISPA Vice Chairman Todd Hewitt (Shangri-La Hotels and Resorts), ISPA Foundation Chairman Frank Pitsikalis (ResortSuite), Immediate Past Chairman Michael Tompkins (Hutchinson Consulting) and Bryan Williams (B.W. Enterprise) 4
4. 5.
6.
Todd Shaw and Michael Tompkins experienced the latest in massage technology. Barbara Gavazzoli and the [ comfort zone ] team hosted ISPA at their new Italy offices. Sharilyn Abbajay, Ella Stimpson, Noel Asmar, Todd Hewitt and Todd Shaw were caught relaxing in between education sessions. Industry leaders shared global education at the first ISPA/COSMOPROF WORLDWIDE Spa Symposium Frank Pitsikalis lead a panel discussion on using analytics to improve your spa business. [Along with Todd Hewitt, Ella Stimpson and Garrett Mersberger] Todd Shaw and Bryan Williams took time out to experience an invigorating work-out at the Technogym Village.
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WANT MORE? Click here to see more of the ISPA crew in action at Cosmoprof Italy.
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Keeping Employees Engaged A Step Toward Reducing Turnover
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Experts estimate it costs more than twice an employee’s salary to find and train a replacement. Twice the salary? At that rate, most spas can’t afford to lose an employee but unfortunately, turnover rates in the spa industry are alarmingly high. According to a 2014 ISPA Snapshot Survey on employee retention, 27 BY percent of respondents saw employees KELLY HEITZ leaving because they were unhappy with the work environment. That number jumps to 40 percent for day spa respondents. So why are spa employees unhappy in their work environment? “It boils down to culture,” says Angela Cortright, principal at Spa Gregorie’s, a day spa in California. “In a culture where individuals are valued, heard, and cared for, turnover will naturally be lower.”
Create the Right Environment Your employees dedicate several hours a day to you and your business. It is important to return the favor by making the place they work an enjoyable one. This isn’t to say it must be all fun and games all day, but an enjoyable work environment will do wonders for your employees, and in turn, your customers. “Guests can choose to go to any spa they want, but it is the people in your spa that make the experience special, unique, and keeps guests coming back,” notes Henry Gudelsky, director of training and development at WTS International. How do you keep your people happy? Keep the line of communication between management and staff open. Your staff should feel comfortable talking to their direct managers and even uppermanagement about anything that may be troubling them at work. “Take time to
build relationships with your team members,” suggest Kendra Rice, spa and health club director at Trump International Hotel & Tower in Chicago. “It is important for colleagues to know you have an open-door policy and that you care about what they are thinking and feeling. Unfortunately, many times, great team members leave over things we could have worked through if only they had felt comfortable to come and talk to management and address concerns.” Provide Regular Feedback Along with constant communication comes regular constructive feedback. “By welcoming feedback, solving problems with the mindset of opportunity and deploying a plan to ensure that history does not repeat itself, you’ve established the culture of your spa,” explains Niki Katsadas, owner and founder of Luxe Spa
Certified, LLC., a company that specializes in spa certification and training. “You’ve sent the message that problems not only have solutions, but [that there is] professional growth for everyone and, as a result, the business grows.” You’d be surprised at how well scheduled reviews to provide feedback for and from both the employee and the manager work to make everyone happier on the job. Monthly, six-month, or yearly reviews help keep management aware of any issues an employee might have and allow you to work through it together before they decide to leave the company. These reviews can also be an opportunity to formally thank your employees for their hard work. It’s also important to recognize employees for a job well done on a regular basis. A simple “thank you” for stepping in for someone at the lastminute, recognizing a staff member for
“In a culture where individuals are valued, heard, and cared for, turnover will naturally be lower.”
— ANGELA CORTRIGHT
Angela Cortright prioritizes employee bonding and togetherness to keep a positive culture at Spa Gregorie's.
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“The saying ‘people quit people, not jobs or companies’ is true.” — HENRY GUDELSKY The tranquil Eau Spa, one of Gudelsky's clients at WTS International, where he helps spas improve their culture and processes.
solving a particularly difficult dilemma at a staff meeting, or even rewarding hard work with extra days off can do wonders to boost the morale of your team. “Since everyone is different and feels loved and appreciated in different ways, we try to find out what drives and
motivates them,” says Heather Kreider, L.E., R.N., owner of Makes Scents Natural Spa Line. “Whether it’s a small note of appreciation on their paycheck, a handwritten card explaining how much they mean to us, team trips for lunch to our local market, team walks when the
weather is nice, or even a paid trip to a spa, we try to show our team how much we value them.” Reward Good Work Positively engaging your employees can also involve incentive programs.
Communication Employ an open-door policy and encourage employees to come to you with anything that may be hindering their performance or job satisfaction.
Ways to Constantly Keep Your Employees Engaged
Recognition Programs Put in place programs that reward hard work. Whether formal or informal, calling out people for a job well-done works wonders. Incentives and Rewards Give employees incentives like a free treatment or an extra day-off as a reward to their continued hard work. Provide Regular Constructive Feedback Set up a formal review schedule for each employee and take the time to listen to their grievances so you can find solutions. Welcome Creativity Open the floor up to the entire team. Involving them in the creative process can make them feel like they’re contributing in an important way. Continued Education Provide opportunities for your staff to improve their professional lives whether through on-the-job training or continued education opportunities.
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Employees love being rewarded for their hard work just as much as they enjoy being recognized by their leaders. These programs can be performance-based, or even based on the number of years of service to the company. Both strategies promote hard work and loyalty to your business. “The saying ‘people quit people, not jobs or companies’ is true,” says Gudelsky. “You almost never hear someone say that love their manager and team members, but want to leave for a similar opportunity somewhere else. This makes it critical to engage with your team on a daily basis, show them you appreciate them, and treat
them with respect and dignity.” People in the spa industry tend to be creative people by nature. If you want the best out of your team, you should try encouraging their creative input. Involve staff in brainstorming ideas, ideas to improve operations and customer service. Getting the team involved can not only build team morale, but boost confidence if an employee’s idea is used in action. Allow Them to Grow Team members will have the confidence to bring their ideas to the table if employers provide regular and valuable education. Leadership training, product
classes, continued higher education programs are great ways to allow your employees to improve themselves within the job. The more they know about their position, the better they will be at it and, in turn, the happier they will be. No matter what programs and policies you put in place to engage and retain your team members, if you as a leader are not happy and engaged, nothing will change. “I believe all of this must start with managers themselves being satisfied and engaged in their work,” adds Kreider. “If you are not happy in your position, you will never help others become happy in theirs.” n
“Since everyone is different and feels loved and appreciated in different ways, we try to find out what drives and motivates them.” — HEATHER KREIDER, L.E., R.N. Regular and valuable training, seen here at Makes Scents Natural Spa Line, are great ways to allow employees to grow and gain confidence in their jobs.
F E AT U R E D S O U R C E S
NIKI KATSADAS Owner/Founder Luxe Spa Certified LLC PITTSBURGH, PENNSYLVANIA
ANGELA CORTRIGHT
HEATHER KREIDER, L.E., R.N.
Principal Spa Gregorie’s NEWPORT BEACH,
Owner Makes Scents Natural Spa Line
CALIFORNIA
LANCASTER, PENNSYLVANIA
KENDRA RICE
HENRY GUDELSKY
Spa & Health Club Director Trump International Hotel & Tower Chicago
Director of Training and Development WTS International
CHICAGO, ILLINOIS
ROCKVILLE, MARYLAND
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HELPING
Athletes Spa Therapy
RECOVER THROUGH
BY KELLY HEITZ
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thletes are a unique class of people. Whether professional or amateur, athletes are constantly pushing their bodies to the limit for the sheer pleasure of seeing how far they can go. Because of the wear and tear their bodies go through, spa treatments are becoming an essential aspect of any training regimen. And with good reason. Athletes need to give their muscles a break to enable them to push themselves to even further limits. What better way to relax and rejuvenate than at the spa? “For the past few decades, spas have been seen as a place for pampering and indulgence rather than impactful therapy,” notes Kristi Dickinson, director of spa and fitness at Rancho Valencia Resort & Spa in Rancho Santa Fe, California. “With the wellness boom, consumers are starting to become more educated and expect more from spas. Athletes are turning to spas because we have specialized equipment and therapies that can address the specific recovery goals of athletes.”
“Athletes and active adults in general are eagerly investing in services and products that support their health and wellness goals. When you offer these specialty treatments, you have a broader appeal, which will expand your client base.” — LYNDA SOLIEN-WOLFE
Emerging Need According to a March 2015 ISPA Snapshot Survey, only 40 percent of respondents included fitness or sports-directed treatments on their menus. Of that, only 14 percent of day spa respondents have sports or fitness treatments on their menus. That number is entirely too low for such an emerging consumer group. “Spas need to be prepared to meet the emerging needs associated with today’s trend toward greater activity, either May 2017
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through exercise or sports programs,” says Raizelah Bayen, training director and massage therapist supervisor at Osmosis Day Spa Sanctuary in Freestone, California. “It is important that spas offer fitness and sports-related services to address sore muscles, limitation in joint mobility or depleted energy levels.” Dickinson continues by noting that “athletes are a rapidly growing segment of the market. What was once a classification reserved for the young alpha male is now applicable to a broader audience, thanks to the Tribe Fitness Movement lead by SoulCycle, CrossFit and the like. The soccer mom that was once your loyal Monday manicure client is now training for a ToughMudder. We need to stay agile in our offerings to meet the changing lifestyles of our clients.” Lynda Solien-Wolfe, vice president of massage and spa at Performance Health agrees. “Athletes and active adults in general are eagerly investing in services and products that support their health and wellness goals. They’ve become more aware of the benefits of sports massage and other fitness treatments, and they want access to those services, whether they’re on the road or close to home. When you offer these specialty Sometimes all an athlete needs is a good soak. The atmosphere at Rancho Valencia Resort & Spa offers the perfect place to wind down after a workout.
treatments, you have a broader appeal, which will expand your client base.” Reaching Out to Athletes As important as marketing to this segment of the population is, you don’t need to completely revamp your menu to cater to them. You probably already have the treatments athletes need on your menu, it’s just a matter of reaching out to that base. “Simply put, athletes are turning to spas because treatments have become holistic and are intended to promote lasting wellness, not just temporary relief,” says Erica Korpi, director of Stillwater Spa & Salon in Incline Village, Nevada. “From soaking in hot tubs and steam rooms to loosen muscles to regularly scheduled massages to compliment a training regimen, spa
“Simply put, athletes are turning to spas because treatments have become holistic and are intented to promote lasting wellness, not just temporary relief.” — ERICA KORPI
The reception area at Stillwater Spa appeals to the outdoorsy athletes that are attracted to the adventurous nature of Lake Tahoe. 40
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services offer a bit of relaxation paired with lasting physical relief.” So how do you market your spa to this diverse customer group? Start directly reaching out to athletes or athletic groups. Offer a combined fitness class and spa treatment deal to introduce fitness-minded customers to your facilities. If you don’t have a fitness facility on-site, work with popular fitness gyms and groups nearby to offer exclusive discounts to their members. Both tactics will introduce your spa to local athletes, who will continue to come back for the restorative treatments you offer. Also, consider adding a few treatments specifically designed for athletes to your menu, as these treatments can be marketed
to a broad audience. “A diverse population of people can benefit from fitness and sports treatments: the novice athlete trying their first triathlon, someone dedicated to working out or playing sports as a hobby, or the professional athlete,” says Kara Thomas, director of health and wellness at CopperWynd Resort and Club in Fountain Hills, Arizona. “There are so many massage therapy experts who can use their knowledge, expertise and experience to help these athletes.” Sports-Focused Therapy Some popular athletic treatments include Myofascial Release Therapy, PNF Stretch Therapy (proprioceptive neuromuscular facilitation), Deep Tissue Sports Massage, cupping, cryotherapy,
Spa Treatments Fit for Olympians Athletes are turning to spas more than ever to help them condition their bodies or physically recover after a grueling sporting event, and Tania Farah, wife of Olympic Gold Medalist and track athlete Mo Farah, understands why. After moving from London to Portland for her husband’s training schedule, she opened a unique, high-end spa for local spa-goers to escape. At British Manor Spa, Farah is channeling both her British heritage as well as the needs of world-class athletes she is surrounded by to create a unique day spa experience in Beaverton, Portland. Pulse: Because your husband is an athlete, you no doubt understand the immense pressure an athlete’s body undertakes during training. How has this influenced your spa’s offerings? Tania Farah: Being married to an athlete and Olympian has enabled me to understand the human body a lot better, particularly the most effective recovery methods for the body. When creating my menu of services, I wanted to include those same world-class recovery elements that are so successful for elite athletes as well as everyday people.
MO FARAH
P: Why do you think athletes are turning to spas for treatments? F: Athletes more than most see the need for wellness of the mind and body to perform at their best. With spas being able to focus on specialized recovery and relaxation, it has become an ideal place for athletes and active people to go for complete rejuvenation. P: Why is it important for spas to consider adding sports and fitness treatments to their TANIA FARAH menus? F: As more and more people become active and lifestyle conscious, it’s important for spas to be able to offer quality, bespoke recovery treatments geared toward those leading active lives. By focusing equally on sports recovery elements as relaxation services, spas will have a greater appeal to active people seeking specialized treatments. P: Where do the principles behind your fitness and athletic recovery therapy offerings stem from? F: The British Manor Spa has incorporated some of the world’s leading recovery methods which have been used by Olympic athletes for many years. Being fortunate enough to have direct access to these elite services enables me to bring them into my spa and offer it to the wider public. P: Can you share three ways other spas can help assist athletes in their training regimen? F: By focusing on quality training and education for therapists performing recovery massage treatments, spas will be able to appeal more to athletes in need of specialized treatment. Other ways which spas can assist in an athletes’ training regimen is to offer variety on different recovery treatments which can be customized to the individual and his or her specific needs at that time. Comfort and relaxation is crucial to athletes’ overall training when in their downtime, so ensuring all these elements work well together will deliver an effective end-to-end recovery experience for athletes.
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and hydrotherapy. Even T’ui Na, the sports treatment of the east, has become popular in athletic circles. Some of these popular treatments don’t require much additional investment. Existing facilities can easily be incorporated to suit your athletic clients’ needs. “The Restoration is our most popular treatment with our very athletic clientele,” says Dickinson. “As soothing as it is energizing, this ultra-therapeutic experience of nature’s healing elements combines the cleansing power of water with regenerative marine minerals to accelerate post-activity recovery. The Restoration also includes a guided meditation for mental strength and game-day focus.” Treatments like The Restoration at Rancho Valencia Resort & Spa that combine body restoration with mindful healing are perfect to market to athletes. It’s important for athletes to Therapist at CopperWynd Resort and Club performing an athlete-inspired stretch and massage treatment on a client.
“A diverse population of people can benefit from fitness and sports treatments.” — KARA THOMAS
unwind their muscles as well as their minds to get back in the game completely energized. Think Local If particular sports are popular in your area, try targeting treatments to the parts of the body that are under the most stress during those activities. Korpi, for example, has implemented a foot, leg and hand treatment into her menu that targets the strain skiers experience from their boots and poles. “Here at Stillwater Spa and Salon, set on the north shore of beautiful Lake Tahoe, we take our sports seriously,” says Korpi. “As a result, we’ve added treatments to our spa menu that both focus on athletic recovery and tie in with the spa’s underlying principle to honor our natural environment and help guests feel connected to the region.” Any treatment that allows time to relax and destress can easily be marketed to athletes. Spas are already giving clients a chance to mentally recharge and physically relax, which are two principles coaches are constantly telling their athletes to adopt. “Being in a positive mental state is key for peak performance in sports, and the importance of mental as well as physical rejuvenation should never be underestimated,” says Korpi. n WANT TO LEARN MORE about the sports treatment of the East? Click here to read Bayen’s advice on implementing T’ui Na into your menu.
F E AT U R E D S O U R C E S
KARA THOMAS
KRISTI DICKINSON
Director of Health and Wellness CopperWynd Resort and Club
Director of Spa & Fitness Rancho Valencia Resort & Spa RANCHO SANTA FE,
Vice President, Massage & Spa Performance Health
FOUNTAIN HILLS, ARIZONA
CALIFORNIA
AKRON, OHIO
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LYNDA SOLIEN-WOLFE
ERICA KORPI
RAIZELAH BAYEN,
Director Stillwater Spa & Salon Incline Village, Nevada
Training Director and Massage Therapist Supervisor Osmosis Day Spa Sanctuary FREESTONE, CALIFORNIA
STOPBeing a
Micromanager! BY KELLY HEITZ
Tips for Learning the Art of Delegation
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IF YOU’RE THE KIND OF BOSS who hones in on every little detail, must be copied on every email, or is rarely satisfied with your team’s work, you might be a micromanager. Micromanagement comes from “working inside the box,” says Judith Culp Pearson, a content marketing specialist for the wellness industry. “It comes from focusing on what problems might occur, how people might fail us. It comes from treating staff as tools to get that job done, not people with needs and emotions.” Micromanagement
reduces
production,
destroys morale and leads to increased staff turnover. When you are micromanaging, you are telling your team you don’t trust them. They’ll start to feel disconnected from the business; like they don’t have a voice, instead, just a means to an end. “When you delegate and give your team responsibility in managing the business, they start
to
take
ownership,”
says
Luane
McWhorter, owner of Grand Spa in Dallas, Texas. “They start to care as much as you do. If you delegate, they get more accomplished and the team feels like they are part of the success.” Not only is delegating important for your employees’ success, but also your health as a manager. “We tend to think we have to do it all, control it all and no one can do it as well as we can. We
are
deluding
ourselves.
Choose
[your
employees], empower them, follow up in a noncritical manner. It will give you the time to focus on what you do best. It will empower you to be more creative and get multiple tasks done at the same time. It will allow you to grow and expand,” Pearson says. “Delegating reduces stress. It will help protect your own mental health, and it will give you more time for the special people in your personal life.” Ready to drastically change your management style? Here are some tips for letting go.
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Share your knowledge The more your staff members know, the better they’ll be at their jobs. If you share your industry knowledge and open the gates to a learning environment at work, you’ll allow your employees to feel confident enough to do the job themselves. “The most effective way to avoid micromanaging and feel confident to delegate begins with a commitment to share your knowledge with an energetic and creative staff,” notes Katherine Tomasso, national director of education for YON-KA Paris. “When I first started this sort of approach, it was very demanding of my time and energy. But when it’s done well and with the right staff of professionals, it pays off.” Just a little hard work can provide you with an independent and creative staff who will go above and beyond your highest expectations. Tomasso continues: “As a manager, you benefit knowing your staff will execute the company vision and act accordingly. The staff benefits because they see that they are constantly growing and challenging themselves. Ultimately, boredom and micromanagement are avoided, and job satisfaction will increase.” Be specific about what you need When delegating, you need to make sure your staff knows exactly what you want, or they’ll be confused and you’ll be unsatisfied with the outcome. “If you do not delegate, you will fail,” states Christina Critchell, director of operations for The Woodhouse Day Spas in Denver and Littleton, Colorado. “Do not be vague when delegating; be specific about what you need, provide a concrete deadline and hold your team accountable. When they make mistakes, take the time to help them understand their error so they can learn
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and grow from their mistakes.” Giving them clear instructions will allow them to inch their way onto the high dive and jump when they are ready, as opposed to you pushing them off into a terrifying fall, which will no doubt result in a belly flop.
Trust your employees Delegation is all about trust. If you don’t trust the people who work for you, you’re bound to revert back to micro-
“Trusting your employees comes with trusting your selection process and your judgment.” managing, it’s only natural. “Trusting your employees comes from trusting your selection process and your judgment,” says Pearson. “It comes from helping staff be responsibilitytakers who are focused on results. If they are working out of fear of reprimand and negative criticism, trust will be absent on both sides.” Remember, you’re the one who hired these people. You must trust your initial instincts and allow them to do the job you hired them to do. When you trust your employees, they’ll trust you in return, creating an environment that feeds creativity, innovation and success.
them you have some humility, and they’ll begin to trust you. Says Critchell, “Never ask of your employees something that you yourself would not do. Always lead by example and follow through. Do what you say you’re going to do; be accountable and never be afraid to admit when you have made a mistake—own it, learn from it and move on.”
Start small If loosening the reins is proving difficult, start a bit smaller. McWhorter suggests initially giving your staff projects that don’t have an effect on the bottom line. Once your staff completes the tasks, you’ll have more confidence to give them bigger projects and more responsibilities. “The worst that could happen is that something will have to be redone or reassigned,” notes McWhorter. “But this will allow you to study your team’s strengths so you can learn to delegate effectively and have less chance of it not working out next time.” Get your team’s feedback As you learn to trust your employees, ask them how you’re doing. They’ll appreciate that you’re giving them a voice and that you care what they think. When you give your staff a chance to give their input, they’ll feel valued, which will make them even more capable of doing the job. n
JEAN KOLB, EXECUTIVE COACH
Admit your mistakes Never blame your mistake on an employee. It will lead to resentment and mistrust. Instead, admit your mistakes in front of your employees. This will show
motivational speaker and founder of Wellness by Choice, has a specific tactic for team huddles that promotes a trusting leadership style and positive employee engagement. Click here to learn more.
4
Rules on Avoiding Micromanaging Through Technology
Sea Island’s Director of Spa, Fitness and Racquet Sports Ella Stimpson shares the rules she adheres to when using email and phones, both at and away from the office. “I have found that it is easy to spend most your time as a leader managing people through emails—instead of leading them through trust. Because we have a leaner leadership team this year and more on our plate, we just renewed our commitment to sending as few emails as necessary and empower those who work with us to do the same,” Stimpson says. 1. No email on days-off. “I do not expect anyone to answer an email on their day-off or outside of work hours. I also do my best not to reply to any emails on my own days-off.” 2. Limit notifications. “I turn off my cell notifications and sounds for emails and all other reminders, except text and phone calls. This, along with keeping my phone face down or even leaving it on my desk for meetings, helps me focus on getting the work I need to do done.” 3. Trust in your employees. “I like being copied on important emails; otherwise, I don’t need to be copied in the day-to-day details. I trust that my employees are getting what they need done without my constant oversight.” 4. Don’t work around your people. “When I direct a question to one of my managers’ subordinates, I make sure to copy them so they don’t think I’m trying to run around them. If there is follow-up to do in general that doesn’t involve me, I expect them to drive whatever I requested or what I pointed out. If it’s something that needs a direct reply to me, I will try and make sure they are copied as an FYI.”
F E AT U R E D S O U R C E S
CRISTINA CRITCHELL
KATHERINE TOMASSO
JUDITH CULP PEARSON
LUANE MCWHORTER
ELLA STIMPSON
Director of Operations The Woodhouse Day Spa
Director of Spa, Fitness and Racquet Sports Sea Island
DALLAS, TEXAS
SEA ISLAND, GEORGIA
COLORADO
ROCKAWAY, NEW JERSEY
Content Marketing Specialist for Wellness Industry Judith Culp Creative Copy
Owner Grand Spa
DENVER AND LITTLETON,
National Director of Education YON-KA Paris
EUGENE, OREGON
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IS THE FIT
RIGHT? How to Spot Hiring Red Flags BY KELLY HEITZ
ith the shortage of labor in the spa industry, every manager seems to have a similar problem: finding the right candidates for open positions who will do the job well, bring excitement and fit within your existing team and culture. Sounds easy, but in reality, it is one of the hardest jobs for a manager. The interview process can be taxing, and you might be tempted to hurriedly fill the position, but this will only lead to more trouble down the road. It’s important to look at each applicant’s resume with fresh eyes, and speak to each prospective employee with one goal in the back of your mind: Is this person the right fit for our company? From resumes to interviews, here are tips on finding the right employee.
W
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RESUME RED FLAGS Typos and Grammatical Errors It’s 2017. In the age of spellcheck, there shouldn’t be one resume on your desk with misspelled words and errors. “I assume that a resume and cover letter are the applicant’s best presentation,” says Summer Smith, managing director of operations at milk + honey spa in Austin, Texas. “If there are mistakes, I can only assume that the communication with my clients is going to be similar.” Kristine Huffman, president and founder of Huffman Hospitality Concepts, agrees. “It drives me nuts when applicants haven’t proofread their resume carefully and corrected typos, misspellings and grammatical errors. That tells me that they don’t pay attention to details.” Misspelled words can be a sign of laziness and lack of attention to detail—two qualities you don’t want in a potential new hire. Job-Hopping “Job-hopping can be a symptom of the candidate’s inability to commit to a position long-term,” says Smith. “We spend a lot of time and resources investing in our new hires, so we want them to stay with us for a long time. Short-term jobs, especially those under one year, are a red flag.” A serial job-hopper can mean lack of focus and commitment, but sometimes, there is a good explanation. If the job-hopper seems qualified in every other aspect and his or her references check out, bring the applicant in for an interview and be sure to question his or her nomadic tendencies.
“We spend a lot of time and resources investing in our new hires, so we want them to stay with us for a long time.” — SUMMER SMITH
Technicians at Mario Tricoci Salons & Day Spas must have a positive attitude and an aptitude for customer service. May 2017
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Inconsistencies If you’ve asked for a resume, cover letter and references (which you should require for all job applicants), take the time to make sure they all match. Stories on cover letters should match time frames on resumes and a professional reference should be able to back up any qualities a candidate touts. “I’ve seen comments on cover letters that they have worked a particular job, but their timeline on their resume doesn’t reflect the same thing,” recalls Cindi Flanagan, owner of Abundant Health Day Spa in New Smyrna Beach, Florida. Those inconsistencies can be a red flag for, at best, lack of attention to detail and, at worst, a propensity for dishonesty.
“Gaps in work history can be telling in a few ways. Is there something left off due to a termination? Is there another position that the applicant does not want you to know about? It brings up curiosity and doubt,” Smith says. If you do decide to have a candidate with gaps in their work history move through to the interview phase, be sure to ask them about it. Their answer could be very telling. (CONTINUED ON PAGE 52)
Job Gaps Sometimes, gaps in work history are easily explained. “I took time off to raise children or take care of a sick parent” or “I decided to take a few months to travel or further my education,” are all reasonable explanations for gaps in work history. The recent economic downturns can even explain sufficiently why someone couldn’t find work, but make sure all these are easily explained in either a cover letter or the initial interview stage.
Combining architecturally-inspired design with precision engineering
707. 766.6000 | d i g i l o c k . c o m
IS THE FIT RIGHT? (CONTINUED FROM PAGE 50)
INTERVIEW RED FLAGS Unkempt Appearance It’s common knowledge that you should dress for the job you want, not the job you have. Therefore, anyone meeting you for an interview, no matter how formal or informal, should dress their best. This means clean hair, good hygiene and business attire. “If someone shows up in shorts and a t-shirt or jeans and other casual attire and looking scruffy, I don’t even want to talk to them,” Flanagan bluntly says. “They didn’t care enough to put their best effort forward for a face-to-face interview, they are not going to care about our clients and staff.” Huffman sums it up perfectly: “If someone doesn’t bother to clean it up for an interview, they won’t bother to do it on a day-to-day basis.” Eye Contact Eye contact is important because it shows the candidate is trustworthy and professional. It helps to create a bond
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between the interviewer and the interviewee, ensuring trust and rapport, which are essential for a potential employee. During the interview phase, Flanagan always asks herself: “Can they hold a nice conversation with me? Can they look me in the eye when they are talking? Seriously, I had a young lady come in and while she sounded good, she could not look me in the eye at any time. I couldn’t get past that awkwardness and didn’t hire her.” Great spa personalities need to be able to hold a respectful conversation because they’re in the client service business. Negativity About Prior Employer No matter how terrible their last job was, they shouldn’t spend their interview time with you discussing the shortcomings of their current or former manager. Complaining about a current or former work environment could indicate they have a problem with structure or don’t work well with others. A consistent pattern of complaints is a huge red flag. “[An interviewee] who has nothing but negative things to
“As I interview, I listen for experiences, whether at work or in the community, that illustrate their passion for working with and for other people.”
— KRISTINE HUFFMAN
As a way to create a work culture that inspires creative play, the Éminence Organic Skin Care team celebrates fun holidays like dress-up Halloween.
say about their prior job or manager makes me believe they have a problem with structure and/or management,” notes Amber Edwards, nail director at Mario Tricoci Salons & Day Spas in Palatine, Illinois. Always ask a potential employee why they are leaving their current position or have left their previous position. If the negativity starts flowing, you’ll know you’ve hit a red flag. Service for Others The spa industry is a service industry. Your employees must be willing to and love serving others. If they scoff at the idea of customer service or waiting on clients, that’s is a huge red flag, especially in this industry. In her work as a spa consultant helping spas hire and retain employees, Huffman says she has discovered that
“there are some people who have a chip on their shoulders and resent that they have to wait on others. These hires never work out. As I interview, I listen for experiences, whether at work or in the community, that illustrate their passion for working with and for other people.” Helpfulness, a polite demeanor, and a history of community service are great qualities to look for in potential hires that will ensure their success within your organization. No Sense of Humor Business doesn’t always have to be stuffy. A great sense of humor can show that candidates can get along with a variety of people and can easily go with the flow. In a busy spa environment, both traits are essential. Boldijarre Koronczay, president of Éminence Organic Skin
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Care likes to throw a wrench in an interview just to see if a candidate can roll with the punches and mesh with his team. “When I drop by interviews, I bring several of my signature funny pens that I use as gag gifts during trainings. The pens advertise fake, humorous business names such as ‘Multiple Cat Owner’s Club: Exclusive club with owners of 10 or more cats and no relationships. www.crazycatlady.com’ or ‘Body Removal Services: Are you feeling trapped in your relationship? There is help! We make people disappear. Painless, discreet, compassionate technicians. www.likeitneverhappened.com.’ I pass the pens across the table to each candidate and gauge their reaction. If they laugh or crack a smile, I know they have a great sense of humor and will fit in well with the team.”
Lack of Curiosity for Your Culture or Passion for the Job The person you’re interviewing should truly be interested in the job. That may seem obvious, but it’s so important to the health of your team to find people who are truly curious about your company and its culture as well as a passion for what you do. “We look for potential new hires to fit into our culture before anything else,” says Smith. “Our interview process allows candidates to meet several members of the team to gain perspective on who we are as a company and what we care about. Technical skills are great but if you’re not a good fit and you don’t mesh well with the team, it’s going to be a match.” (CONTINUED ON PAGE 56)
WHAT’S THE SKINNY ON SOCIAL MEDIA? With potential employees constantly uploading so much of their personalities onto social media, it could be a great way of discovering if they’re truly a great fit for your company. According to a 2015 Society for Human Resources Management (SHRM) study, 44 percent of HR professionals agreed that a job candidate’s public social media profile can provide information about work-related performance. Also, more than one-third of surveyed organizations disqualified a job candidate in the past year because of concerning information found on a public social media profile or through an online search. SHRM is quick to note, however, that there could be legal ramifications for using social media and certain steps should be taken by your company to prevent any discrimination claims. So how do you go about using social media the right way? 1. Create a company-wide screening policy. This should include who can conduct social media screenings, when during the application process they can occur, which positions are eligible for screening, and how the results will be presented. 2. Create a list of screening questions to be answered as the social media screening occurs. This will keep the screen ontrack and non-discriminatory. 3. Document and keep your findings. Submit your screening to the designated manager or HR professional for them to keep on file to disprove any discrimination claims. VISIT shrm.org for more information on implementing a social media screening policy. 54
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INTERVIEW IDEAS “Even though I have a candidate’s resume and application responses, I always like to hear them walk me through their work history. I always ask them to give me ‘the live version’ so I can hear it in their own words, and give them the opportunity to expand on their experience and show some passion and personality. I really love when candidates tell me their challenges and proud moments with each position without me having to ask.” — SUMMER SMITH • Managing Director of Operations milk + honey • Austin, Texas
“I learned this from my buddy, Michael Tompkins. I always ask them how they would make and then market their own M&M (or some version of this). Answers are illustrative and show how the person approaches problem-solving and how creative they are. Does she resent the task? Ask for more information before she responds? Does it take a while for her to come up with anything? Is she enthusiastic and creates excitement about her M&M? The approach is important, as you wouldn’t necessarily want someone who is too creative to be your CFO or someone who can’t think on his or her feet to be your front desk supervisor.” — KRISTINE HUFFMAN • President and Founder Huffman Hospitality Concepts • Lee, Massachusetts
“I always ask what they feel their greatest strength is and, more importantly, what their greatest weakness is. Most of us come into an interview equipped with what our strengths are, but not many come prepared to tell you what their weakness is. We all have weaknesses. If you can’t identify yours,
how do you know what you need to work on to grow? It’s a matter of being in touch with yourself. I also try to walk an interviewee out to their car at the end of the interview. It is a time where the conversation is more relaxed and less nervous on their part and might reflect a personality that didn’t come through in the formal interview. Also, someone once told me to check out their car. Is it clean, organized or dirty with all kinds of things thrown around? You can learn a lot about a person from how they keep their car.” — CINDI FLANAGAN • Owner Abundant Health Day Spa • New Smyrna Beach, Florida
“I always ask why? Why Mario Tricoci? A technician really needs to research our company to know the culture. We are a unique culture of talented individuals who are always looking to learn and help each other succeed.” — AMBER EDWARDS • Nail Director Mario Tricoci Salons & Day Spas Palatine, Illinois
“When a potential new hire comes for an interview, the receptionist greets them, offers them water or coffee, then has the candidate sit for a few minutes. We’ll wait about five minutes after the scheduled interview time before bringing the candidate to the meeting room and conducting the interview. At the end of the day, we ask the receptionist how friendly and respectful the candidate was to her. While potential new hires may be able to ‘turn it on’ for an interview, they wouldn’t be able to fake it with everybody they encounter unless they were truly a kind person. The candidate should treat the receptionist with the same amount of respect as they would their potential manager or even the president of the company.” — BOLDIJARRE KORONCZAY • President Éminence Organic Skin Care • Vancouver, British Columbia • Canada
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IS THE FIT RIGHT? (CONTINUED FROM PAGE 54)
The team at milk + honey fits together like glue. Make sure any new hire can go with your team's flow.
During the interview process, make sure you let them ask questions. Don’t do all the talking and allow them to interview you as well. This back and forth will help both you and the candidate get a feel if the fit is right for both parties. Edwards adds that a passion for what they do must come across in the interview. “This is something a person can’t contain. You see it within the first five minutes of conversation.” That Gut Feeling This may not be a concrete tip, but you should always trust your gut. How many times has your intuition told you something or someone was a little off, and it turned out to be true? “During my training to be a psychotherapist, my clinical supervisor told me to pay attention to how I felt during the sessions: Do I get bored? Tired? Frustrated? Anxious? Angry? Impatient? Chances are, whatever I am feeling is a projection of
how that person feels,” explains Huffman. “Whenever I haven’t listened to this, I have regretted it.” Use the interview time to get to know more than just the person’s job history. Learn their style, their mannerisms, their preferences and try to dig into their personality as much as you can. As Flanagan notes, “If your personalities don’t mesh in the interview, it will be an uphill battle if you bring them on staff. Every bad hire I have made has been out of desperation where my instincts were screaming that the fit was not good. Listen to your instincts, they rarely lead you astray.” n
WANT TO SPICE UP your interviews? Click here to access the interview questions our experts ask every potential candidate.
F E AT U R E D S O U R C E S
SUMMER SMITH
KRISTINE HUFFMAN
CINDI FLANAGAN
AMBER EDWARDS
Managing Director of Operations milk + honey
President and Founder Huffman Hospitality Concepts
Owner Abundant Health Day Spa NEW SMYRNA BEACH,
Nail Director Mario Tricoci Salons & Day Spas
AUSTIN, TEXAS
LEE, MASSACHUSETTS
FLORIDA
PALATINE, ILLINOIS
BOLDIJARRE KORONCZAY President Éminence Organic Skin Care VANCOUVER, BRITISH COLUMBIA CANADA
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A Day in the Life! BY KELLY HEITZ
The life of a spa professional is a continuous cycle of daily responsibilities that help make the spa world go round. Pulse asks ISPA members to give us a sneak peek into their daily lives to help us understand the roles they play and the difference they make on a daily basis.
HOLLY WYDRA Account Development Manager FarnHouse Fresh, McKinney, Texas
lose to celebrating three years with skin-care brand FarmHouse Fresh, Holly Wydra couldn’t be more in love with her job. “We are always extremely busy on the farm, and it can be stressful, but when you see the difference you are making by helping to create and sell natural beauty products that people fall in love with, you can’t forget that feeling. You just feel privileged to be a part of it.” Wydra began her love of beauty products watching her mom work as a representative for a network marketing skin-care brand. Digging through her mother’s sales kit inspired her to go to beauty school. While furthering her education, she was offered a teaching position at the beauty school she attended. It was there she discovered her love of training, teaching and helping others in the industry. “That experience created opportunities for me to manage some fabulous and high-profile resort spas, including one where I became instant friends with a FarmHouse Fresh trainer who came to train my staff,” she says. It wasn’t long before this friend offered Wydra a position at the farm. “I’ll never forget when she called me on New Year’s Eve
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to offer me the job. My best New Year’s to date! I started as a part-time trainer and quickly grew into a full-time position, focusing on account support across the country.” In her role as account development manager, Wydra works with different spas on implementing FarmHouse Fresh products into their menus and retail spaces. “My favorite part of my day is when I get to talk to a spa manager or therapist who needs help creating a treatment, customized just for their location, or needs help understanding how to use a new product,” says Wydra. As dynamic as her job can be, Wydra likes to keep a semblance of a routine to make sure everything gets crossed off her list. Here’s a snapshot into her day: ★ 7 am “Every day begins with me waking up to a giant paw swatting me, followed by sloppy kisses—this
would be my large and obnoxious dog telling me it’s time for breakfast.” ★ 8 am Checks emails and voicemails to see what needs immediate attention. “I try to respond to as many emails as possible before the phone begins to ring. I especially love when they call with a theme and need help
creating a treatment to match—a fun challenge!” ★ NOON Takes lunch breaks that includes snuggles with the farm’s rescue donkeys and horses. ★ 1 pm “I often spend time meeting with our Training Department to discuss upcoming trainings or video shoots. We’re always brainstorming!” ★ 2 – 3 pm “Some days I will have a conference call or meet a local hotel or resort account to provide additional support, discuss seasonal treatments, retail display and ideas to bring in our newest products. Anytime I visit a hotel or resort, I allow myself a few minutes to walk around and explore. Sipping coffee next to a flowing fountain while I check my phone can be a nice break even if only for five minutes.” ★ 4 pm Tests new products. “In some days, Shannon, our founder, will call me over to smell or feel samples of new products. This is always exciting! We’re always in product development mode, and we work as a team to do tests, and provide feedback and ideas,” Wydra says. “Some products will require me to go into our treatment room and perform a service on one of the team members so we can see if the product is treatment-room friendly. Fortunately, it’s not hard to persuade someone to get a mini treatment during the work day!” n
WYDRA LOVES to get her creative juices flowing. Click here to check out some unique ways she has helped spa managers create custom treatment options for their spa.
SUCCESSSTORIES INSPIRING TALES OF STARTUPS, GROWTH AND OVERCOMING HARDSHIPS
Partnering for the Future How Bringing in an Outside Expert Can Inspire Fresh Ideas
Fierce Female Leaders: Director of Spa & Wellness Katlyn Hatcher, Jean Kolb, Spa Operations Manager Lori Lizik, and Assistant Spa Director Miranda Henning in front of the beautiful Woodlands Spa at Nemacolin Woodlands Resort.
eaders are not born; they are made. As an industry, we must work together to find the BY leaders among us and build them up to their KELLY HEITZ full potential. There is no greater success story than taking the knowledge gained through experience and imparting it on the next generation of spa leaders. When Katlyn Hatcher, director of spa and wellness at Nemacolin Woodlands Resort & Spa in Farmington, Pennsylvania, was promoted to her current leadership position, she knew that
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outside help would be invaluable in her success as a new leader. “Never having held a director position, I knew there were key areas I lacked experience,” notes Hatcher. “I felt confident in my ability to lead our team but needed to grow my knowledge of the industry outside our operation to make the changes needed to reach our full potential. I was also pregnant, due to deliver right before high season. With my impending maternity leave approaching, it was clear we would need to bring someone in to help lead our spa.”
The Chateau Lafayette at Nemacolin Woodlands Resort.
Bringing in an Expert Chris Bird, director of operations at Nemacolin Woodlands Resort & Spa, recommended bringing in Jean Kolb, executive coach and owner of Well By Choice, to help coach Hatcher on industry leadership as well as serve as interim spa director in her absence. “The energy of a fresh approach helped us elevate our service,” says Bird. “The treatment room presentation was enhanced. All the spa leaders evolved their approach to service as well as leadership. Accountability throughout the spa was increased. Katlyn truly became a leader. She is now empowered and operates with the intention of 100 percent ownership of her business.” Bringing in an expert like Kolb can bring a fresh perspective to even the most successful of spas. Case in point, Nemacolin already had some great management structures and best practices in place, but having the foresight to bring in a seasoned industry expert allowed fresh eyes to examine their vision and implement changes with a fast turnaround. According to Kolb, she was able to set a new vision, develop a long-term action plan, and work with the leadership team to implement the majority of their objectives within a six-month period.
“I cannot think of a greater need in the spa industry for the long-term sustainability of our businesses.” — Jean Kolb Owner Well By Choice Kohler, Wisconsin
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Implementing Changes “They are going for their Forbes 5-star rating and there is no doubt in my mind they will achieve it,” says Kolb. “We implemented a, believe-it-or not, well-received pay-for-performance pay structure for therapists that focuses as much on engagement and five-star service as it does on seniority. We also completed a menu engineering analysis in preparation for a new
“Jean has also inspired me to become more involved with ISPA and the industry overall, which I see as extremely beneficial for career growth and education.” —
Katlyn Hatcher Director of Spa and Wellness Nemacolin Woodlands Resort & Spa Farmington, Pennsylvania
The Nitty Gritty It’s evident Kolb’s work with Hatcher and Nemacolin Woodlands Resort & Spa is proven to be a successful venture by the newfound confidence in leadership and the streamlining of many processes. But what exacty did she do? Below, Hatcher explains where Kolb was able to help and how much of a difference it has made for Nemacolin’s bottom line.
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menu, raised awareness and buy-in to five-star standards, and began development of a US$500,000 renovation, which is now completed.” In addition, Kolb worked with the team to closely examined the entire organizational structure to see what was potentially missing for a spa with volumes exceeding 48,000 services annually. A master scheduler role was also put in place. The position is set to realize an increase of at least US$250,000 annually through more effective use of therapists’ resources because one person will be accountable for the efficiency of the schedule. She also helped begin the processes of more closely analyzing cost per treatment service, pre-dispensing product for tighter inventory control, and helped reorganize the staging area to make even the busiest days run more smoothly with dedicated behind-the-house associates to ensure success. “Being able to have an outside perspective was extremely beneficial. We have been in operation since 1989 and have many tenured therapists, many whom have been working at the spa for 10 to 20 years,” says Hatcher. “While this is a huge asset to our spa, there were some processes we had just become comfortable with and the mentality of ‘we’ve always done it this way’ set in. Having a fresh set of eyes from someone extremely experienced in the industry helped us step outside of our comfort zone and find ways to improve the overall operation.”
n Organizational chart “Jean helped us restructure some job roles and create a new
position, the master scheduler, which has had a very significant financial benefit to the business. This person handles the schedule in its entirety. In the past, this fell to individual team supervisors but with a team of 90 associates and a business demand that is always fluctuating, it proved difficult to stay on top of. Now it is streamlined and we are maximizing our revenue through efficient scheduling.” n Facility “Jean helped us improve the overall appearance and brought a fresh
perspective to our facility. She offered many great insights.” n Payroll “Jean helped us implement a new performance-based flat commission
system. This was something we had considered in the past; however, changes to pay can be tricky to navigate and require the team’s buy in. With Jean’s expertise, we were able to execute an organized system and successfully launch it to the team.” n Expense control “Jean helped us create documents to better monitor and control
our expenses.” n Leadership “Through my leadership coaching, my big takeaways were: having the
confidence to make the tough decisions for the betterment of the team and business, thinking strategically, setting clear expectations and holding my team accountable, and learning to manage my time more efficiently and to set boundaries.”
caption
“The energy of a fresh approach helped us elevate our service.” — Chris Bird Director of Operations, Nemacolin Woodlands Resort & Spa Farmington, Pennsylvania
Developing New Leaders Not only did the partnership between Kolb and Nemacolin Woodlands Resort & Spa improve spa processes and practices, it also promoted leadership growth and sustainability for the spa industry by taking a new leader and providing her the tools she needed to be successful. “I am so thankful to Chris Bird, Managing Director Monte Hansen and owner Maggie Hardy Magerko as they chose to invest in me rather than searching for a more experienced outsider to bring in. They saw potential in me and chose to invest in that by bringing Jean in. Jean has also inspired me to become more involved with ISPA and the industry overall, which I see is extremely beneficial for career growth and education.” Kolb agrees with Hatcher’s sentiments, saying: “I cannot think of a greater need in the spa industry for the long-term sustainability of our businesses. If we do not have strong leaders with a high business and leadership acumen, we will not have profitable businesses. The spa industry does not have an excess of seasoned leaders. We must grow them organically by identifying leaders within other areas of hospitality or within the spa therapist teams.” Kolb continues: “At this point in my career, I feel an obligation to give back to an industry that has been so good to me. I am sure there are others who want to share their knowledge as well. It is rewarding to work with someone and
watch them blossom into an incredibly strong and successful leader. They are our future. We owe it to them to invest wisely. Our leaders of today and tomorrow are our most valuable asset. It gives me goosebumps thinking about all the potential we have…together!” n
Should You Hire a Coach? It doesn’t matter the size of the spa or the amount of resources, there are always opportunities to improve and ways to achieve the goals within a specific budget. “Coaching opportunities are customized for the needs of the business. This includes taking into consideration what one can spend for an outside professional service,” Kolb says. “When one considers what the cost of recruiting and training a new executive is versus the investment of a coach to ensure an employee’s success, the long-term return on the investment of our most valuable resource, our people, is high. Just like any other service, you must get your money’s worth. Do your homework when hiring a leadership coach to ensure their message of leadership is consistent with your organization.”
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ASK THE EXPERT
MEIK WIKING
BY KELLY HEITZ
After ranking at the top of the World Happiness Report for several years, Denmark is officially the happiest country in the world. But why are the Danes so happy?
MEIK WIKING, CEO of the World Happiness Institute thinks he’s found the answer: hygge. Hygge, (pronounced HOO-guh) which doesn’t have a direct translation in English is sweeping the world. It’s more of a feeling than anything else, and the Danes have perfected it. “Hygge has been called everything from ‘the art of creating intimacy,’ ‘coziness of the soul’ to ‘cocoa by candlelight,’ and some of the key ingredients are togetherness, relaxation, indulgence, presence and comfort,” explains Wiking. “The true essence of hygge is the pursuit of everyday happiness and it’s basically like a hug, just without the physical touch.” In this Ask the Expert, we ask the happiness expert on how you can bring the concept of hygge to any corner of the world. Pulse: Why do you think hygge is sweeping the world? Meik Wiking: I believe more and more people are recognizing that our societies have become richer, but we as people have not become happier—and that we in a lot of countries are failing at converting wealth to wellbeing. Therefore, people are looking for new sources of inspiration to improve quality of life. Living the hygge way means focusing on the small things that really matter, including spending more quality time with friends and family and enjoying the good things in life.
have a strong social safety net, but so do other Scandinavian countries and Denmark still ranks highest on happiness surveys. I came to realize that hygge was the secret ingredient in the Danish recipe for happiness. P: Why do you think the Danes are able to master the hygge concept so well? W: Hygge is a part of the cultural DNA in Denmark. I guess, perhaps hygge is to the Danes what freedom is to the Americans. The Danes are also exceptionally good at decoupling wealth and well-being. After our basic needs are met, we realize that more money doesn’t lead to happiness and, instead, we focus on what brings us a better quality of life.
P: As CEO of the World Happiness Institute, you’ve become very familiar with what makes Check out Wiking’s bestseller on amazon.com. people around the world happy. Why do you think the Danes’ hygge has such a happiness effect? P: You tout a great work-life balance as a factor in Danish W: There is so much interest in Denmark and the rest of happiness, how do you recommend companies implement Scandinavia because these countries often rank highly on the Danish customs to ensure their employees experience happiness lists. On a weekly basis, I am asked questions like hygge? “Why are the Danes so happy?” and “What can we learn from W: Danes believe hygge can—and should—happen at the the Danes when it comes to happiness?” from journalists, office. Companies can make the workspace more homey by researchers and policy makers around the world. Denmark does 64
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adding plants or an office garden. Think about adding couches for people to use when they have long reports to read or need to hold a quick and informal meeting. A hygge office is also one that is egalitarian. Organize activities such as office potlucks for lunch one day of the week. When everybody shares, everybody gets hygge.
THE HYGGE MANIFESTO Here are 10 ways to bring some hygge into your neck of the woods for a happier home, office and lifestyle. l
P: The last chapter in your book, Hygge and Happiness, dives into the reasons Danish people are so happy. For those around the world who aren’t privy to Danish culture and lifestyle, what’s your tip to them toward achieving hygge? W: There is no faster way to get hygge than to light a few candles, or as they say in Danish, levende lys, or “living lights.” Then make a hyggekrog or nook. It’s the one thing every home needs and it is the place in the room where you love to snuggle up in a blanket, with a book and a cup of tea. And then start a new tradition with your friends and family. It is common knowledge that the best part of memories is making them— playing board games on the first Friday of every month, or celebrating the summer solstice by the sea, or any meaningful activity that unites the group will knit everyone more tightly together over the years. That’s hygge, anywhere. P: A common hygge misconception is that it can only be achieved in the winter. Why is this an incorrect way of interpreting hygge? W: Hygge is about a cozy atmosphere and being with loved ones, so you can hygge all year. Hikes and bike rides in the spring, summer picnics by the sea, and apple picking in the fall are all hygge. P: Above all else, what is hygge really about? W: Ultimately, hygge is about an atmosphere. It is about being with the people we love. A feeling of home. A feeling that we are safe, that we are shielded from the world and that we allow ourselves to let our guard down. n
WANT TO ACHIEVE HYGGE in your life? Click here to download a Hygge Manifesto PDF to hang in your home or office.
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ATMOSPHERE Turn down the harsh fluorescents and light some candles. PRESENCE Be in the here and now; turn off your phone when you’re in a meeting or at dinner. PLEASURE Indulge in what makes you happy (cake is very hygge). EQUALITY Think “we” over “me.” Share the responsibility and the credit. GRATITUDE Take it all in and be grateful for what you have. HARMONY Not everything in life is a competition, especially conversation. COMFORT There’s no rule that says your office must be stiff. TRUCE No drama. Let’s discuss politics another day. TOGETHERNESS Build longstanding relationships with narratives. SHELTER This is your tribe, where you’ll find peace and security.
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ISPA FOUNDATION
CALLING ALL ISPA MEMBERS: The ISPA Foundation Needs You! reparations for the ISPA Conference & Expo are well under way, which means it’s time to start thinking about donating to the ISPA Foundation Live & Silent Auctions. As managers and leaders, we have a responsibility to create a culture of selflessness and compassion in order to operate efficiently. Participating in charitable giving is a great way to lead by example and ignite the same behavior among your employees. Over the past 15 years I’ve enjoyed both donating and participating in the ISPA Foundation Live & Silent Auctions, which have led to some incredible experiences, including a once-in-a-lifetime trip to Dubai. Frank and his fiancé Aprille Bouchard enjoying their Fostering charitable initiatives continues to enhance my life and my winning trip to Dubai. business—and can do the same for yours! Whether you’re bidding for yourself or treating a loved one, the satisfaction of supporting a worthy cause is always a win. By donating an item or experience to the Live and Silent Auctions, you’re creating a unique marketing buzz for your business both before and during ISPA Conference. Most importantly, through charitable giving, you’re providing support to the spa industry through the important work of the ISPA Foundation, including the development of the new consumer and spa industry research. Thank you for all of your continued support throughout the years! I encourage everyone to help us reach our goal of US$125,000 and donate to this year’s 2017 ISPA Foundation Live & Silent Auctions.
—FRANK PITSIKALIS, ISPA FOUNDATION CHAIRMAN
JUNE 7
Deadline to have your name included as an Auction donor in the Pre-Conference issue of Pulse magazine.
FOUNDATION
2017 ISPA FOUNDATION BOARD OF DIRECTORS OFFICERS CHAIRMAN Frank Pitsikalis ResortSuite VICE CHAIRMAN Sharilyn Abbajay Abbajay & Associates, LLC
DIRECTORS Todd Shaw ISPA Chairman Todd Hewitt ISPA Vice Chairman Lynne McNees ISPA President
MEDICAL ADVISOR Brent Bauer, M.D. Mayo Clinic HONORARY BOARD MEMBERS Ruth Stricker The Marsh, A Center for Balance and Fitness Deborah Szekely WELLNESS WARRIOR
The ISPA Foundation wishes to thank the following supporters for their generous contributions: LUMINARY
Ruth Stricker
AUGUST 2
Deadline to be eligible for inclusion in the Live Auction.
BENEFACTOR
Dr. Howard Murad
SEPTEMBER 13
Deadline to be included in the printed Auction Catalog.
Red Door Spas ResortSuite
FOR MORE INFORMATION on the ISPA Foundation or to donate an item to the Auction, visit attendISPA.com or email ashley.roberts@ispastaff.com.
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S N A P S H O T S U RV E Y
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anuary’s Snapshot Survey asked about performance for the fourth quarter of 2016. Survey results indicate that spa visits were up for a majority of all spa respondents, including those in the day spa as well as resort and hotel spa categories!
Snapshot Surveys are administered monthly to ISPA members. They look into the state of the spa
industry and its trends while helping to identify needs of spa professionals. Only respondents to Snapshot Surveys immediately receive the final report for the data compiled that month, but this column serves to bring you the highlights. Keep an eye on your inbox for the next Snapshot Survey invitation to participate!
SPA VISITS WERE UP
SPA VISITS WERE DOWN
NO CHANGE
ALL SPAS
69%
20%
11%
DAY SPAS
73%
12%
15%
68%
24%
9%
RESORT/ HOTEL SPAS
May 2017
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1. Omorovicza’s new Moor Cream Cleanser has detoxifying, purifying and anti-microbial properties. Moor mud works to gently exfoliate skin while essential oils help to hydrate and soothe.
PRODUCT SPOTLIGHT
1.207.938.3701 | OMOROVICZA.COM
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2. Part of VOYA’s recently launched Tranquil range, the Effervescence Nourishing Scrub exfoliates with sugar particles, while simultaneously nourishing the skin with a blend of seaweed oils, almond oil and sunflower seed oil. 353.71.916.1872 | VOYA.IE
3. Better together, Kerstin Florian International’s new Nourish + Treat Duo combines Rejuvenating Anti-Stress Facial Oil with the Rejuvenating Moisture Balm to get the skin ready for spring.
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1.888.537.7846 | KERSTINFLORIAN.COM
4. Osmosis Colour Brow Gel Collection is a water-resistant, smudge-proof gel that lets you fill in, shape, and color brows without flaking or fading. Available in four colors. 1.303.674.7660 | OSMOSISSKINCARE.COM
exciting in the beauty world? BEAUTY What’s Here are a few discoveries worth a FINDS second look for your spa and retail area. 6
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5. FarmHouse Fresh announces the launch of Organics, its long-awaited, highly anticipated collection of body products certified to the NSF/ANSI 305 standard, which hydrate and nurture hands, face and body, with light but scrumptious aromas. 1.888.773.9626 | FARMHOUSEFRESHGOODS.COM
6. REMEDY is the new [ comfort zone ] line of home-care products and professional treatments for sensitive and sensitized skin. The professional REMEDY FACE TREATMENT offers an innovative BIPHASIC OIL MASK with Marula oil and hyaluronic acid for immediate relief, nourishment and protection. 1.212.924.2454 | COMFORTZONE.IT
7. SpaRitual introduces the new Slow Beauty® Box featuring SpaRitual body products, as well as tools to develop a personalized Slow Beauty practice. The box is available for purchase on a bi-annual basis and can be bought separately, or as part of a discounted subscription-based model. 1.818.988.2228 | SPARITUAL.COM
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8. Armed with powerful botanicals such as red clover, hops, flaxseed, yucca, and Hungarian paprika, ilike organic skin care from Szep Elet’s new firming line called PhytoLiftTM stimulates collagen production, while tightening loose skin, and balancing skin’s natural hormone levels to revive skin’s youthful glow. 1.888.290.6238 | ILIKEORGANICS.COM
9. Perfect for that pre-summer glow, this new COOLA Sunless Tan Dry Oil Mist is formulated with certified organic ingredients to create a self-tanner that is suitable for all skin types, even those with sensitive skin types. 68
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1.760.940.2125 | COOLASUNCARE.COM
Lynne McNees • President lynne.mcnees@ispastaff.com • 1.859.226.4260 Crystal Ducker • Vice President of Research & Communications crystal.ducker@ispastaff.com • 1.859.226.4427
ISPA STAFF
Jennifer Duckworth • Senior Director of Events jennifer.duckworth@ispastaff.com • 1.859.226.4254
PROUDLY SERVING ISPA AND THE ISPA FOUNDATION
Megan Browning • Events Marketing Manager megan.browning@ispastaff.com • 1.859.219.3549
VISION To be the leader in promoting and enhancing the well-being of the spa industry and the people it serves.
Eric Callaghan • Digital Marketing Coordinator eric.callaghan@ispastaff.com • 1.859.963.1877 Tara Finn • Sales Manager tara.finn@ispastaff.com • 1.859.226.4372 Kelly Heitz • Editor kelly.heitz@ispastaff.com • 1.859.359.8010
MISSION ISPA advances the spa industry by providing invaluable educational and networking
Briana Lee • Project Manager briana.lee@ispastaff.com • 1.859.219.3527
opportunities, promoting the value of the spa experience and speaking as the authoritative voice to foster professionalism and growth.
Mae Mañacap-Johnson • Senior Editor mae.manacap-johnson@ispastaff.com • 1.859.425.5062 Allison Martin • Membership Manager allison.martin@ispastaff.com • 1.859.226.4334 Cala Meikle • Project Coordinator cala.meikle@ispastaff.com • 1.888.651.4772 Wendy Payne • Member Experience Specialist wendy.payne@ispastaff.com • 1.859.219.3512 Jessica Pfister • Fulfillment Coordinator jessica.pfister@ispastaff.com • 1.859.687.7014 Autumn Phelps • Trade Show Manager autumn.phelps@ispastaff.com • 1.859.226.4207 Amber Phillips • Events Manager amber.phillips@ispastaff.com • 1.859.226.4420 Ashley Roberts • Project Coordinator ashley.roberts@ispastaff.com • 1.859.219.3621 Tara Salah Eldin • Project Coordinator tara.salaheldin@ispastaff.com • 1.859.219.3615 Samantha Smith • Project Manager samantha.smith@ispastaff.com • 1.859.219.3619
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ISPA Welcomes New Members to the ISPA Community SPAS Four Seasons The Spa at The Surf Club The Club at Ocala Preserve Betty’s Bath and Day Spa 1 Hotel South Beach The Spa at 21c Cincinnati The Beach House - Prudential Landmarks Pvt Ltd., Güral Premier Hotels & Resorts Glo medical spa Hotel Valley Ho Koquina Sand Spa Ananya Spa Seattle Skin Laundry Rejuvenation Spa, Inc. Relax Massage & Body INDIVIDUALS Florida Gulf Coast University SERVICE PROVIDER Caldabaugh Consulting, LLC Tanya Chernova Global Corp Salmon Creek Media & Marketing STUDENT Ethan Miller Li Chen Edward Field RESOURCE PARTNERS Lil ‘O’ Blossom, Inc. OLIPHANT O’Connell MD Skincare Dana Stein Collections Inc Creative Energy Candles KOTFA Co., Ltd. La Prairie KDW Apparel Aesthetic Ambassadors Giftcraft OPI Dry Divas Make Up Factory Londontown KPS Essentials Conture The Spa Mart Colorado Yurt Company Kanya Blanc Noir Degasa Beauty EDITOR’S NOTE: This includes new members from 2/6/17 through 3/29/17. You can access the online membership directory at experienceispa.com.
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AD INDEX ISPA would like to thank the following Pulse advertisers for their support of the association: IBC
Biotone Professional Massage and Spa Products 1.800.445.6457 biotone.com
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Bon Vital’/ Performance Health 1.800.253.6466 bonvital.com
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Digilock 1.707.766.6000 digilock.com
IFC, 1
Éminence Organic Skin Care 1.888.747.6342 eminenceorganics.com
13
ESPA International (US) Ltd. 1.786.350.1192 us.espaskincare.com
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EuroSpa Aromatics 1.800.395.6478 eurospaaromatics.com
INSERT
FarmHouse Fresh 1.888.773.9626 farmhousefreshgoods.com
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GrandeLASH-MD 1.877.835.3010 grandelashmd.com
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HydraFacial MD – Edge Systems LLC 1.800.603.4996 edgeforlife.com
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HydroPeptide 1.800.932.9873 hydropeptide.com
BC
jane iredale 1.844.350.1610 janeiredale.com
59
Naked Princess 1.310.773.0721 nakedprincess.com
7
Phytomer Group Brands 1.800.227.8051 phytomerusa.com
3
ResortSuite 1.866.477.8483 resortsuite.com
57
Sanitas Skincare 1.888.855.8425 sanitas-skincare.com
Bold indicates year-round Pulse advertisers and/or 2017 ISPA Conference & Expo sponsors.
Like a true community, let's make meaningful connections. Aimed at helping ISPA members discover each other, share one another's passions and inspirations, and hopefully kick-start warm introductions among peers, this section called Social Connections is all about building bridges. Share your passion with Pulse and see yourself featured in this section.
SOCIAL CONNECTIONS
1. BOOK CURRENTLY READING: Quiet: The Power of
Introverts in a World That Can’t Stop Talking by Susan Cain. It’s so hard to find real quiet time in this day and age. Ah, the beautiful world of spa helps with that!
Lenette Casper PRESIDENT PHYTOMER GROUP BRANDS SALT LAKE CITY, UTAH
2. FAVORITE TRAVEL DESTINATION: Lake Powell—
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what a magical place to me. I love the contrast between the desert red rocks and the lake. Nothing beats having fun playing water sports all day then camping out at night seeing the billions of beautiful stars cascading across the sky with the tall cliffs and alcoves amidst them. It’s one of my favorite places to go on vacation. 3. MOST USED APP(S): Zappos. Not sure if it’s my most
used app, but I can’t resist a cute pair of shoes! 4. INSPIRATIONAL LEADER OR BUSINESS ICON:
My mother, Anneli Johnson, is truly an inspirational leader and business icon in my life. Though very feminine, sweet and kind, she has been courageous all her life. She served on the army payroll at age 13, played on an all boys hockey team as a teenager and the list goes on. As an esthetician and massage therapist in Finland, she immigrated to the United States in 1963 as a single mother of three little girls to start a new life. She was and is always such an inspiration, has helped so many people, and loved what she did (and still does at 91 years of age). It was her influence that sparked a true love and admiration within me for the spa industry.
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5. CAN’T-LIVE-WITHOUT ACCESSORY: I can’t live
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without a really good facial moisturizer and my hair brush. 6. FAVORITE SPA TREATMENT: Nothing beats a
5 SOCIAL CONNECTIONS:
good detoxifying seaweed wrap followed by a relaxing massage. You feel so clean, relaxed, yet energized afterwards! FAVORITE CHARITY/CAUSE TO SUPPORT: I love
supporting causes that help children, battered women and families.
phytomerusa.com
ONE SUPERPOWER YOU’D LOVE TO HAVE: If I @PhytomerUSA
@PhytomerUSA
Phytomer USA
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had a super power, I would like to have super intelligence. If you have that, you can figure out how to accomplish almost everything else, right? FAVORITE “ME” TIME ACTIVITY: Enjoying the outdoors, whether it’s going for a hike or climb in the mountains, a walk in the neighborhood or sitting outside on the patio enjoying a good book while listening to the birds chirping in the background. ■ May 2017
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“You say goodbye, and I say hello. Hello hello!”
— THE BEATLES
The classic Beatles song comes to mind as I say a heartfelt, “goodbye, we Mañacap-Johnson and Public Relations Manager Allie Hembree Martin. Both these special women gave so much to ISPA and their positive attitudes, creative minds, and endless spunk will be missed. Saying goodbye to treasured colleagues you spend a good portion of every day with for years is never easy. We reminisce about the many talented and exceptional folks that we have been blessed to work alongside over the years. So many great times! But as we do prepare to say goodbye to staff members, whether they’re leaving for new jobs or moving for new adventures, we must think positively and look to the future possibilities. Among the possibilities can mean filling the vacancy with innovation, new ideas, and new blood, eager to spice things up. One important thing to remember when filling such a large void: take your time. It took over eight months to find Kelly, Pulse’s new editor, and we are still searching for the new Allie. A key hire is an investment and, like most investments, takes time to find. You’re not just hiring a person who checks off the boxes on a job description, but the person who will integrate with your team and believes wholeheartedly in the direction your company is going. Of course, we all hope for less “goodbye’s” and more “hello’s,” but one thing we know for sure is that change is inevitable. What must remain constant is your desire to create a work culture that allows our employees to thrive, remain engaged, and feel a consistent sense of support from both you and the rest of the team. That way, when those sweet gems do leave the nest, you’ll know you’ve prepared them for the adventures ahead. Good luck Mae and Allie—and thank you for the many happy memories!
—LYNNE McNEES, ISPA PRESIDENT
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May 2017
STYLING & PHOTO BY ECHOSTARMAKER.COM
will miss you dearly” to two of ISPA’s sweet gems: Pulse Senior Editor Mae