Wellness Education is a Necessary Part of the Operation

By Michael Koethner Wellness & Healing Consultant, Spa Transition | May 04, 2014

As all businesses, systems and humanity in general are in the midst of a radical and thorough wake-up call and overhaul, it is again time to speak and write about the inclusiveness of the wellness & spa industry within a hotel and resort environment, in order to create a sustainable enterprise. There is a system recovery happening right now and it will clear, delete and destroy everything which will not be compatible to the future business environment. As we all live in a time of transformation, the wellness education should be viewed as an extension and enhancement to the overall hotel operation and not just be pushed aside or be limited to a mere massage parlor.

Wellness education which is going to be used, applied and presented in the hospitality industry can extracted and adapted from the education curriculum of a therapist and/or naturopath. Some of the topics used in the holistic training can be integrated into the internal hotel training sessions for associates and/or management.

Consider, for a moment, all possibilities of all healing aspects and treatment techniques that make a client feel better when visiting a spa or wellness center, make a list and review. There are hundreds, if not more, different way's, of making sure that a client feels better when leaving the therapy session. One way for example is to create a thorough client case history and at the same time start to feel the energy of their physique, mind and soul and be emphatic to their concerns. A therapist must have listening and feeling skills in order to get the most complete picture of the clients health status to ensure that it will improve after the sessions. If a treatment has been performed in a bespoke way, the client will feel the connection and the inclusiveness immediately. The same technique should be applied when serving guests within a hotel or resort.

For example take the technique of how to perform a client case history and adapt it in such a way that a hotel training session will be more holistic, emphatic and beneficial for the trainees, instead of rigid and structured. At the same time monitor the total sum of the energy flow of each person in the room as they behave in certain ways. Remember that every person brings a single energy field into a group, this can be at first overwhelming an out of control, however each one must be considered as individual and respected as they are. This new way at looking at the colleagues may at first sound very weird and ridiculous to any leader or manager who has been trained in the old system where profit is the only goal of a company or persons life. But the time of the old system is fading away and anyone who is not able or not willing to adapt to the new system will also fade out, and fall by the wayside; as seen in some key industries around the world right now.

As with my previous articles I again like to purposefully engage the reader to an out of the box thinking and observe what is really going on at work, on a personal level, with all the colleagues, how the work ethic and the operation system within a company changes. This is because in today's time it is very crucial to be more intuitive, emphatic, conscious of the energy flow, and fully aware of the moment in order to evolve and grow. Lots of texts and books about this grand paradigm shift have been published in the past few years, and many educated and wise people have talked about this topic in seminars, workshops and company internal training sessions. Some might think, this should be it, or enough is enough, let's get back to work now. But the truth is that the change which is going to affect the daily lives of people within their families and at work is still going on and is only to become more powerful and obvious than ever before. What we currently see is the tip of the proverbial iceberg of what is yet to come. All hidden issues and agendas, personal or business, will come out to the open for everyone to see and deal with it, no matter how hard people or companies try to hide it. This, however, is a good development in the history of mankind and it needs to be approached and dealt with an open mind and heart. See and feel the situation or issue coming, stop and look at it, appreciate it as it is a reflection of previous behavior, then take action and change the feelings about it by simply accepting it that it is there.

In the old system people worked hard even when in pain. They pushed away the pain and agony until the body gave up and the person collapsed. In the new system people are much more aware of their bodies, mind, heart and soul and fully understand that their health is of utmost importance. They will look after themselves first before doing anything else. People in the new system are much more self-aware and will not easily follow a rigid company structure any longer. This new awareness and change in paradigm must be understood by all managers, leaders and company executives in order to create a effective, efficient and sustainable business.

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Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.