MASTERCLASS: BUILDING A DREAM TEAM

Transcription

1 MASTERCLASS: BUILDING A DREAM TEAM

2 THE PRESENTERS Mrs Dorothy Purdew, OBE Owner Champneys Health Resorts Liz Holmes Director Commercial Spa Strategies Karen Wilkinson Group head of spa The Bannatyne Group Helena Field General manager UK Spa Association Brian Hunter Spa director Rocco Forte Balmoral Hotel Sarah Camilleri Publisher & founding editor European Spa Magazine

3 THE INDUSTRY IS THRIVING The spa industry is growing rapidly, so how do we find, develop and nurture future leaders? ,600+ spas in Europe 2,450+ spas in the UK ,400+ spas in Europe 3,100+ spas in the UK Also, how do we make spa careers attractive to professionals as our industry grows? Source: 2016 Global Wellness Economy Monitor

4 OUR TRIBE IS GROWING The spa industry will employ 2.8 million people by 2018: Asia-Pacific: 1 million Europe: 950,000 North America: 540,000 By 2020, it is estimated that an additional 400,000 trained therapists, as well as 70,000+ experienced spa managers and directors worldwide. * * Source: Global Wellness Institute

5 HELENA FIELD General manager Challenges and opportunities

6 UKSA RECRUITMENT SURVEY 45 Spas took part in the survey 58% difficult/somewhat difficult to recruit Spa Managers 86% difficult/somewhat difficult to recruit Therapists 57% difficult/somewhat difficult to recruit Receptionists

7 CHALLENGES Reduction in number of applications received Many more beauty routes available More competition spas opening all the time Work ethic and expectations Salaries Benefits Work environment Perception of spa massage load

8 OPPORTUNITIES Market the industry sell your spa to potential employees as you would sell it to the customer Promotional videos Career posters Work with your local colleges and universities Work experience Gap-year placements Career planning Progression pathways for your employees Mentoring

9 BRIAN HUNTER Spa director How to spot and develop leadership potential

10 BACKGROUND When I was a 17-year-old man on the brink of stepping out into the big wide world, I was offered the chance of joining a very well renowned international hotel company. Trust House Forte (THF) on a two-year apprenticeship. I joined there and then as a trainee assistant manager as I wanted to leave school and earn money. I enjoyed four stints of six months in different departments of the business learning my trade. I was delighted as I didn t need to go to college!

11 APPRENTICESHIPS AND TRAINEES What happened to apprenticeships or trainees in our industry? I believe that the spa world is not portrayed well enough in schools as a potential career. How is your spa business providing a clear career path?

12 CIDESCO SCHOOL FOR THERAPISTS Not too long ago I used to own a CIDESCO School for Therapists. It was amazing... I could usually identify quite quickly which students were going to go on and become leaders in their own field of the spa world as their energy was palpable. How do we currently identify our future potential spa leaders and what do we offer them by way of a career plan?

13 CAREER PATHS A clear career path in the spa industry does not seem to be visible in schools, colleges, learning institutions. Is there a job to be done to educate the educators? How can we change that?

14 DOROTHY PURDEW, OBE Owner Career pathways and best practice

15 THE FIRST SIX MONTHS The first six months of a therapist s employment is used for training, learning and understanding the Champneys philosophy. Aims Skills Progression Continuous education Investment

16 THERAPIST PATHWAY Grade 1 Therapist (Entry Level) Competitive hourly rate, plus retail 10% net uncapped Grade 2 Specialist Therapist Competitive hourly rate, plus retail 10% net uncapped Possible additional earnings An additional bonus payment of 2,000 per annum (Grade 1&2) or 3,000 per annum (Grade 3 plus VIP Pathway & VIP) will be paid for any therapist working every weekend. Grade 3 Senior Therapist Competitive hourly rate, plus 5.00 added rate into salary per senior massage booked Retail 10% net uncapped

17 WHAT S NEXT VIP Pathway or Management Pathway

18 VIP PATHWAY Grade 4 VIP Pathway - leads to VIP Therapist when qualified and position available Competitive hourly rate, plus 5.00 added rate into salary per VIP massage treatment booked Retail 10% Grade 5 VIP THERAPIST - the very best of Champneys - Crème de la Crème The VIP Therapist will carry out work on guests purchasing the VIP Package that will be sold to any guest who requires it, regardless of the room grade they have booked. A distinctive uniform will be provided. The VIP Therapist is expected to manage her own day, schedule and upsell treatments for the VIP guests. Competitive hourly rate, plus 5.00 added rate into salary per VIP massage treatment booked Retail 10% Possible Additional Earnings An additional bonus payment of 2,000 per annum (Grade 1&2) or 3,000 per annum (Grade 3 plus VIP Pathway & VIP) will be paid for any therapist working every weekend.

19 MANAGEMENT PATHWAY Grade 4 Management Pathway leads to Day Manager when qualified and position available Competitive hourly rate, plus retail 10% net uncapped Day Manager - Salary negotiable on experience and location plus Departmental Bonus Scheme Assistant Spa Manager - Salary negotiable on experience and location plus Departmental Bonus Scheme Spa Manager - Salary negotiable on experience and location plus Departmental Bonus Scheme Spa Operations Manager - Salary negotiable based on experience. Travelling required Spa Director - Salary negotiable. Years of experience and dedication. Travelling required

20 KAREN WILKINSON Group head of spa Relationships, reward and recognition

21 STUDENT THERAPIST GROUP SPA DIRECTOR?

22 ABOUT US Fitness 200,000 members Spa 42 spas Wellbeing Focus on health Social Focus on enjoyment

23 So with over 250,000 visitors per annum to our spas, how do we engage with teams to ensure that increasing demands are met?

24 THE THREE R s Relationships Reward & recognition Realising potential

25 RELATIONSHIPS National matrix of educational colleges and key dates Assisting lecturers with connecting education with the real world Creating well-planned inductions - e-platforms Outlining professional development in the early months and years Fluid communication, by listening and creating a culture at work, which makes people feel a sense of belonging Professional partnerships to shape the standards within the spas - innovate regularly

26 REWARD & RECOGNITION Balanced scorecard to recognise great performance and 360-degree KPI measurement tool Great commission schemes that reward over-performance Effective Spa Manager/Senior/Regional development programmes that provide succession planning Company benefits that aid retention Incentive-based management schemes/initiatives Annual Spa Roadshow Awards Incentive-based management schemes/therapist initiatives which motivate at every level

27 REALISING POTENTIAL Internal development programmes which allow organic growth Not all therapists want to be managers! Look at the window of opportunity within the spa portfolio Loyalty and engagement are vital to retaining team members Encourage great interaction and sharing best practice across the group

28 AS A FINAL MESSAGE

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30 Who wouldn t want to work for companies like Apple, Google and McLaren based on their REPUTATION alone? Recognise, reward, educate, realise potential for your TEAM to feel valued, EVERY DAY.

31 LIZ HOLMES Director Investing in your team

32 TEAM JOURNEY Team journey as an early design consideration: Building design and access Parking or other transport Security HR support Ease of job fulfilment Breakout and nutrition Social needs

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35 MAKING A CASE FOR INVESTMENT Getting what you want for you and your team: Taking a pro-active rather than re-active stance It s not your fault but it s still your problem Making the case with your numbers Anticipate the questions have the answers Guest feedback speaks volumes Demonstrate a clear return on investment

36 Key takeaways

37 KEY TAKEAWAYS Mrs Dorothy Purdew, OBE We shouldn t underpay any trained, qualified person. Liz Holmes Make your case for team investment. Karen Wilkinson Consistent team recognition will assist in shaping the culture of your business. Helena Field Market your spa to potential employees. Brian Hunter Find a way to educate the educators. Sarah Camilleri Communication, team wellbeing and positive leadership will elevate your team to the next level.

38 Q&A

39 Thank you Follow us on