Effective Spa Team Leadership A spa’s success is dependent on how


well the staff works together as a team to understand and serve its guests. It is the team leader’s responsibility to create a work environment that engages the hearts and minds of the team members and motivates them to act together according to the spa’s values. Effective teamwork accomplishes the spa’s vision and mission. When the team is engaged, each member is committed both intellectually and emotionally to the spa’s guests and the spa’s success.


This cultivates a more


tranquil and supportive environment in which to work, this positive energy directly impacts the guests. The following table describes the differences between a team and a collection of individuals.


Members of Teams


• Trust and respect each other • Keep everyone informed • Pitch in to help each other • Share openly and honestly • Look for solutions • Value differences • Support individual growth


ethics, aptitude and competence needed to provide the treatments and services that the spa offers in a team environment. Effective


individual’s


leaders role


communicate each in the team including


expectations, responsibilities, the relevance and importance of their activities, and what they have the authority to do.


Teamwork requires cooperation. Many


compensation models unwittingly create competition between staff members and discourage


cooperation. Competition


creates winners and losers within the staff. The focus is rarely on the guest and what the guest wants and needs. In general, compensation


models teamwork or do not. Collection of Individuals


• Feel they have the brunt of the hard work • Resent helping others • Talk behind each other’s backs • Complain and focus on problems • Disrespect differences • Put others down to advance themselves


Leaders define measurable goals that support the spa’s vision and mission and encourage team members to value, respect and work well together in pursuit of those goals. The spa leader’s


hiring process


must be structured to find team members who have the necessary and attitudes,


Commission undermines teamwork and creates a competition within the staff which negatively impacts the delivery of guest services and, ultimately, profits. A more successful compensation model is salary that provides team members with a living wage. It demonstrates to staff that their leaders value them and provides staff with security. It minimizes internal competition and results in loyalty to the spa.


Effective team leaders:


• Are both confident and modest • Are good listeners • Are good communicators • Encourage, reinforce and inspire their team members • Set high expectations for their team • Maintain balance • Prioritize needs


Spa leaders define ways for effective two-way communications with


the their


teams. They clearly communicate their expectations and requirements for


team and ensure that they are capable of meeting them consistently. They share how well the team is meeting the spa’s objectives.


They regularly meet with


the team to understand their personal goals, to discuss the team goals and to give feedback on how well they have met goals. They discuss their individual contributions as well as how well they are working as a team. The messages leaders get from the team provide feedback on the spa quality system and how the leader is managing it. Leaders encourage team members to complaints,


share recommendations their


frustrations, and


improvement with them.


• Plan direction and changes • Protect team members from danger • Stand for values that don’t change • Lead their team by example • Don’t blame • Learn • Look for and network with other leaders • Make more team leaders


suggestions


compliments, grievances, for


either support


8


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