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
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