explained to the employee. Role-playing and hands-on
training are very important to training leaders.” As she puts
it, an employee that displays a “thirst for knowledge” is
someone who needs to be nurtured for future leadership.
Seeking leadership potential internally is something every
spa should consider, especially among small day spas wherein
the number of workforce may be lean. The prospect of hiring
externally is often a challenging prospect. Owners and
managers need to be on the lookout for staff members who
show potential not only in how they deal with customers but
also in how they deal with stressful situations.
Four Seasons also has an intensive Manager in Training
program in place for future leaders, which is designed to give
potential leaders the tools they need to accelerate their careers
and succeed as future leaders.
“We have a monthly training schedule to develop all
employees, as well as a web-based platform with video and
training courses available. We also have a mentorship
program which is very successful,” Dieutegard says, adding
that Four Seasons also conducts an annual review of
performance in order to establish and assess the staff development plan.
Learning Opportunities
Without continued training, any business manager or owner
may find themselves unable to fill a leadership role when they
themselves cannot do work, potentially a disaster for any
business. Therefore, the importance of preparation cannot be
overstated—“it won’t happen to me” is not a convincing or
wise business plan.
While training is more formal (and still very important),
nurturing future leaders with the kind of soft skills they will
need to develop must not be overlooked. Giving talented staff a
little bit of extra responsibility and a little bit of extra incentive
gradually over time will allow further assessment of their skills
and their readiness to assume even more responsibility.
“Future leaders take ownership of
challenges and mistakes and resolve
them with long-term solutions.”
— ARNAUD DIEUTEGARD • Spa Director
Four Seasons Bora Bora, Indonesia
January/February 2016
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