Pulse June 2015 | Page 49

FEATURED SOURCES “Sanitation and cleanliness is a very important part of the Deer Lake Lodge experience, so we make sure that everyone is clean and healthy. We also encourage our staff members to approach every situation respectfully and with a positive attitude, and to remember that the customer is always right,” Harmon says. MEDICAL SPA 7, on the other hand, holds monthly meetings to discuss with staff the importance of having the policies in place as well as to ensure that these are properly followed. “We also have incentives that we use from time to time to help encourage staff members to follow the rules,” says Esper. “We have a list of the ‘nonnegotiables’ which are items that have to be adhered to at all times. Each employee has signed a copy of this list as proof for management that everyone knows these important pieces to our business.” Quesada agrees that key to getting staff on board is making them understand the intentions behind the policy. “We need to provide the tools for our team to be properly knowledgeable and confident on why we recommend and have certain guidelines,” Quesada says. “As an example, all of our team members should understand why we ask all of the questions we do on our medical forms and how to handle a particular situation with a guest. When we believe in something, it’s easier to transmit that message to others.” n Jennifer Wayland-Smith Spa Director Mandarin Oriental Atlanta Atlanta, Georgia Amanda Esper Spa Director MEDICAL SPA 7 Paducah, Kentucky Tara Disch Director of Marketing Sundara Inn & Spa Wisconsin Dells, Wisconsin Viviana Quesada Senior Spa Director Four Seasons Resort Punta Mita, Nayarit Mexico Elizabeth Carrico Spa Manager MEDICAL SPA 7 Paducah, Kentucky Carrie Harmon Spa Manager Deer Lake Lodge & Spa Montgomery, Texas June 2015 n PULSE 47