Moore’s target is to sign at least four new spa deals and year. She’s created an 18-month spa management training programme to help with staff shortages
schools, such as Elly Lukas in Australia. However, the sheer demand for managers means they may need to widen the net. “We need to start looking outside the industry,” she says, “potentially looking at hotel F&B managers or front of house managers who already have an idea of how much hard work hospitality is and who have respon- sibility for a department’s performance.” Making the switch to spa management would certainly be a lucrative move she adds: “The spa industry’s paying more for managers than what hotels are– some spa
Spa Business 3 2013 ©Cybertrek 2013
directors are on US$6,000 a month. In the past GMs were on that money, and F&B/ front of house managers are probably only earning around US$2,000-US$3,000.” Having employees with business-running
backgrounds would certainly make her job to deliver on KPIs easier. As part of a public limited company MSpa is closely scrutinised on its performance. “It’s my role to make sure 80 per cent of my managers, achieve 80 per cent of their KPIs,” explains Moore. “I’d lie if I didn’t say revenue was one of our most important benchmarks.”
SHOPPING TRIP Wearing her other MSpa hat, as the com- pany’s international project manager, Moore’s target is to bring in at least four new deals for a year. “Getting owners to sign new deals is always exciting,” she says, adding that it’s one of the things she works closely with Stephens on. “If I’m in an area, it makes sense for me to do the presenta- tion [to owners] and vice versa. I’ve spent quite a bit of time in the Middle East lately and he spends more time in China.” New deals are also quickly coming on line via company investments. “Mr Hei- necke, our founder, and Dillip Rajakarier, our CEO are travelling on one of the com- pany’s private jets almost every week and come back with a brand new property or one to rebrand,” says Moore. “It’s become a bit of an in-house joke – ‘what have you bought on your shopping trip this time?’
– it means more work for us which is excit- ing, but it’s pretty full on!” As it stands, Moore says there’s around 25 projects she needs to get open in the next 18 months.
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