What Your Spa Manager Should and Must Know
By Casey Olsen Owner, Spa Sources | June 15, 2010
The health spa department of your property is a viable and a generous revenue producing outlet. Often, when searching for a manager for this area we tend to think that someone with general people skills is adequate to operate your spa facility. It is a mistake to regard your spa as an afterthought, since it can be the most active area of the hotel with the most concentrated daily usage by your guests. When you think about it, guests are mostly sleeping when they are in the hotel rooms, when using the restaurants they may linger a bit, but typically their length of time occupying a table is from 45 - 90 minutes. Most guests that use the spa are normally in the facility between 2 and 6 hours each day. This points out the importance of having a Spa Manager that is well trained, seasoned, adept with staff and the public. She/He must understand all the nuances to guest service and be continually vigilant for potentially liable scenarios which are many within a spa setting.
When I am on a project and the time comes to recruit and hire the staff a few months before the actual opening of the new spa, my primary focus is initially on the manager. This person needs to be unique in many ways. Often, it is recommended to me to hire someone who has worked in other areas of the hotel but has little or no experience in a spa. I have taken individuals that have no spa experience and trained them from scratch, however, the length of time it takes for them to grasp what being a spa manager really entails is great.
Let's take a close look at some of the duties of a spa manager.
Staffing - Staff needs in a spa are Receptionists, Technicians (work inside the spa facility), Estheticians, Massage Therapists, Fitness, Retail and sometimes Laundry personnel.
The Receptionists must have decent computer skills to deal with all the accounting and computer needs of the spa. They also must have a flair for sales from both the stand point of retail and up selling the spa services. They must also be reliable and possess a telephone presence and politeness to all who enter or call the spa.
The Technicians (some refer to them as Attendants, which I feel is a bit demeaning) are the staff that works directly inside the spa in constant contact with the guest. They must be willing to handle manual labor under stressful circumstances and possess a constant cheerful attitude.