“ Our amazing team is the very backbone of our spa . They are what keeps our guests coming back .”
— Wendy Lisogar-Cocchia CEO , Absolute Spa Group and Soluzione Spa Products
Treatment room at Absolute Spa in British Columbia , Canada
WHY HIRE ROCK STARS ? According to WTS International Director of Training and Development Henry Gudelsky , there ’ s a need to pay attention to top talents because a business ’ success is dependent upon the performance of its team members . “ It does not matter if the person is a director , attendant , service provider , or host , everyone contributes to the guest experience and performance of the spa . Having rock star performers within our team enables us to consistently deliver the level of service that keeps customers coming back ,” Gudelsky says .
He adds that one can never discount the impact or influence rock star performers have on other team members , making this another good reason why spas and businesses should be on the lookout for top talents . “ In my experience , a rock star employee ’ s attitude and performance is contagious . It will help to elevate the performance of everyone around them .”
Wendy Lisogar-Cocchia , CEO of Absolute Spa Group and Soluzione Spa Products located in Vancouver , British Columbia in Canada , says putting together a “ rock star ” team is essential in building brand loyalty and a strong client base . “ Our amazing team is the very backbone of our spa . They are what keep our guests coming back ,” she says .
Salt of the Earth owner and CEO Paul Heslop thinks the importance of having exceptional team members is more felt in an industry focused on wellness , connection and healing . “ People do business with people , not with your logo . Every organization is as good as the people that run it .”
But while spas and businesses should invest in experienced and stellar talents , Osmosis Day Spa Sanctuary General Manager Thor Holm says spotting candidates with “ rock star potential ” is just as important in the hiring and staff retention process . “ What is more frequent , and just as important , is that diamond in the rough ,” Holm says .
QUALITIES TO LOOK FOR Rock star employees stand out because of the qualities they possess . “ One quality that seems to separate them from the rest is an unquenchable thirst for knowledge or desire to learn ways to do things better . While they are also typically overachievers , they get the business side of the equation ,” says Holm .
Lisogar-Cocchia thinks a rock star employee , aside from
40 PULSE ■ June 2016