How can we make spa teams more diverse and inclusive?

Rebecca Doyle, group spa and wellness director at Arora Group, explores the importance of inclusivity and how spa managers can adapt to ensure a more balanced, rounded team

Rebecca Doyle

EXPERT CONTRIBUTOR

Rebecca Doyle is group spa and wellness director at Arora Group, specialising in luxury spa operations and enhancing guest experiences at Fairmont Windsor Park and Luton Hoo, UK. Passionate about supporting her teams, she has previously worked at locations including Grantley Hall and the Waldorf Astoria Edinburgh, and spent time working as a spa consultant on various projects. www.thearoragroup.com

Promoting inclusivity in the spa industry goes beyond being ethically responsible; it is crucial for achieving business success. Embracing diversity and inclusivity – of age as well as race and gender – enhances the experiences of both clients and team members, fostering innovation and growth.

Spa managers must set an example for others to follow, ensuring that our properties are welcoming to all. Remember, a happy and inclusive spa is a profitable spa.

While there are certainly still areas for advancement, in the past two decades there has been an evolution when it comes to diversity and inclusivity in the make-up of spa teams. This shift has allowed us to serve a clientele of all skin types, ages and preferences.

The significant changes during this era have laid the foundation for today’s spa industry. Younger people in education show a real grasp of diversity and inclusion, actively promoting fairness and addressing issues surrounding it.

It is crucial for the spa industry to embrace this attitude. Their openness has the potential to drive progress and innovation in our field.

“Education is the real key to opening up our industry”

As leaders in the spa industry it is our responsibility to provide training that prioritises diversity and inclusivity. In the UK, regulations such as the Equality Act 2010 safeguard individuals from discrimination based on nine protected characteristics: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

Educating our staff about these safeguards ensures adherence to regulations and fosters a fair and respectful work environment.

Similarly, in the US, laws prohibit workplace discrimination based on race, colour, religion, gender and national origin. Recent trends indicate a rise in lawsuits filed by therapists in America who allege gender bias in terms of opportunities and earnings compared to their counterparts. Some involve allegations of preferences towards therapists in client appointments and renumeration.

“Age is just a number but talent adds up to success”

Despite advancements, age discrimination remains a challenge in spa workplaces. Employers may be hesitant to hire based on assumptions about experience or concerns about candidates keeping up with job demands. Emphasising talent and skills over age is essential. Legislation such as the UK’s Equality Act 2010 promotes inclusivity and safeguards against age-related bias, helping us to nurture a diverse workforce.

“Explore the unique possibilities of every individual”

I once had the privilege of collaborating and learning with a therapist who was hearing impaired. Despite her inability to hear she had an ability to connect with clients by sensing vibrations, providing them with a remarkable experience. Her success truly highlighted that expertise and connection with clients transcends any limitations, emphasising the significance of hiring practices. Currently, my top performing therapist is male, demonstrating that talent does not adhere to gender boundaries.

Workplaces that value inclusivity tend to be more unified and productive Research by McKinsey & Company found that companies excelling in gender diversity have a 21% likelihood of achieving above average profitability compared to those with lower levels. Additionally, research by Catalyst suggests that teams embracing inclusivity make business decisions more successfully 87% of the time. It’s time that we took a lead to support diversity. By incorporating some of these strategies, spa leaders can cultivate environments where individuals from all backgrounds feel welcome.

Top tips for fostering diversity in spa environments n Update recruitment protocols: ensure that job postings and recruitment processes are inclusive and encourage candidates from all backgrounds to apply. n Diversity training initiatives: conduct education programmes to teach employees about different cultures and promote inclusivity within the workplace. n Facility accessibility enhancements: make your spa easily accessible to individuals with disabilities by providing facilities such as ramps, wide doorways and treatment rooms within reach. n Broaden service offerings: introduce a range of treatments that honour different customs and traditions. n Embrace feedback and take action: open channels for feedback collection on diversity and inclusion efforts, then make improvements based on this information.