This post is going to go into a little more detail of what it is like to work in a resort spa. Why I felt compelled to write this post is because so many of my co-workers when they get hired to work at the resort spa a lot of times never cross with the other departments on the resort property. I see massage therapist that are lucky if they find their way to the spa and that is it. Your missing out on opportunity by not getting to know the other departments on the property and presenting yourself. If you want to grow in your career and be successful the best thing you can do is get to know all the departments. Its like a well oiled machine that works together.
I am highlighting some departments here that someone who works in a resort spa would have a chance to interact with and why you would want to. My suggestion for success here is make sure when you meet employees from other departments you always let them know your name and what spa position you work in. Here are some examples as to why this is important.
Laundry
The most important department you need to know. First of all you hopefully work in a spa that never runs out of sheets or towels. Most resort properties do not have that problem but some that I have worked at during busy season a towel shortage can be an issue. Mainly during the group season and if the hotel is sold out, combine that with a full spa and back to back treatments all day. Towels and sheets will be used and need to be laundered. Why it is in your favor to have a good rapport with the laundry department is because if you explain to them how you use the sheets and towels and give them a time frame, normally they will be better at having your sheets and towels washed and folded. The more you communicate what you need to the laundry it will create a better understanding as to the importance of why you need the laundry for the spa washed and folded by a certain time in your shifts.
Now some properties you will not deal with laundry and it will be the reception or spa attendants job. Me personally I always get to know the laundry staff so that if something happens you can explain to them the importance of why you need so many towels. You have to think of it as some people get hired and have a position and a job to do. They do not always understand the cause and effect of their position. They don’t know that maybe the spa has 8 rooms and every hour they need 16 sheets and 24 towels an hour when the spa is booked out and why. It helps to explain it so they can understand the demand.
When your in a crunch for sheets and towels it will help you to know where laundry is and to have some kind of relationship with the laundry staff. That way they can put a face with a need and you can explain to the laundry what you need and why. This also works for spa receptionists and supervisors too.
Cafeteria
Next area of the resort that you can meet your co-workers on property is the cafeteria. My suggestion here in the cafeteria get to know everyone. Honestly my spa co-workers would always go to the cafeteria in groups and hardly talk to any departments. Me I always talk to everyone. I have always, since my first resort job, met everyone in the cafeteria from other departments. I always say hello to people and ask them what department they work in and start to know who is who. One time I went to the cafeteria with a spa co-worker and would greet everyone I knew. She finally commented you know everybody here. That was always the feedback I would get from my spa coworkers and they would tease me about it.
I feel it is important to know people in other departments and know what they do for the property you are working at. You never know if an issue comes up and you already know who you can ask questions to in the cafeteria. Its just a way of internal networking and being able to support each other.
What I want to point out and emphasize here is for cross marketing for yourself you want to get to know the concierge, valet and pool attendants. Why? I’ll explain further below.
Valet
Next is valet. Believe it or not this is an important department to know. Why? Think of it like this. Someone pulls up to the hotel in their car and gets out to have the car parked by the valet. They may ask the valet, “does this property have a spa?” The valet will respond and tell them yes we do have a spa on site. You want them to say something like, “I know I have heard good things about the facials in the spa and you can ask for Katie as she receives really good reviews on her skincare services.” You see the plug there? That is why you want to get to know the valet whether it is through how you park your car or walk into the hotel and also in the cafeteria.
This is why I was explaining earlier make sure when you meet other coworkers on the property to let them know your name and what spa position or service you offer and it can also help to mention what days you work.
Concierge
Concierge is a similar scenario as the valet. The concierge sometimes will recommend who to book with. Make sure if you meet anyone working in the concierge department that they know who you are, your name and what services you offer. That way if a guest or anyone visiting the property ask for a recommendation it can help you to get booked.
Another thing I want to point out with concierge. Some properties when you get hired you need to train and practice the facials or nail appointments or massage or body treatments. It depends whatever you get hired for. So I have had it happen where I was able to practice on the concierge and front desk staff. Again this is in your favor because your co-worker will understand the service and be able to explain it to the guest. If you are working on them they will learn your style and technique and be able to recommend you by name to incoming hotel guests.
Pool Deck
Pool deck or recreation department is the same all the way down to the kids camp. Why? Imagine a parent inquires about the kids camp for their young children. Most of the time it can be an 8 hour service for the kids. Sometimes they have two shifts from morning and afternoon. Lets say, a mom for example, inquires info about the kids camp and then realizes there is a spa on property. She may want to have some time in the spa. The same thing can happen as with the valet. If someone in the kids camp knows who you are they may be able to suggest your service or your name. Here is an example that maybe they would say. “Oh I know we have a lovely esthetician and she works Tuesday, Wednesday and Thursdays. I hear good reviews for her, maybe while your kids are here at camp you can check out the spa or book a facial.” Again it helps to get you requested and booked and more money on your paycheck.
I worked at a property where my co-worker friend was working on the pool deck. Every shift I worked I would check in and make sure to say hi to her. I had no idea for over a year she was dropping my name whenever she mentioned the spa. I was getting facials and people were confirming my name to give them the facial. I wasn’t putting it together, she was suggesting me and pumping me up while the guest were relaxing at the pool. Talk about amazing co-workers. But that shows the power of knowing the staff in other departments on the resort property.
Conclusion
This post is written to help anyone getting hired in a resort spa understand the benefit of knowing the other departments. I really want to point out how important it is to know people in other departments because it will work out to help you get more request bookings and everyone will have more connections.
I feel like some of these tips would be good to cross train for both spa management and the other departments mentioned in this post. For example, the departments I mentioned here they do not always get trained on any spa issues. As a suggestion to any spa managers the best thing you can do is grab employees from any of these departments for your trainings. The more the other departments can visit and understand the spa the more they can promote and talk about it. Sometimes even if it seems impossible, for example, to have an hotel engineer receive a training service.
I say this because it can happen that an engineer is sent to check something in a guest room. Just in casual conversation the guest may ask the engineer about the spa. Imagine how good that looks if the employee can confidently answer and explain the spa. Even if they just know the operating hours of the spa and that they offer say for example, massage, skincare and nail services. It will all help to market your department and makes the resort property look better when staff can confidently explain and answer questions.
Not to be negative on the office staff in the hotel but you definitely want the training to be on the front of house employees as much as possible as they will be the ones to talk about your department as these positions interact with resort guests. The more every employee can confidently understand how the services in the spa function the better marketing for the spa department.
Hope this post can open your mind to how you can have success in a resort spa. Remember more bookings and request equals more pay. You can think of it as a little way to give yourself a pay raise. For me personally I always feel like it is in the best interest no matter where you work for every department to know who is who and understand a little bit about their position. A name with a face for example. In the end everything usually runs smoother and the communication is better.
Stay tuned for Part 3 of Success Tips For Working In A Resort Spa. I want to plug my latest PDF you can download for purchase on the Spa Room Closing List. Get all of your employees on the same page as to how to close down the room and make sure everything is cleaned and stocked properly. The link is here:
