But many spa leaders have also utilized a resource that is both incredibly valuable and relatively plentiful to offset some of the difficulties they have had recruiting and retaining qualified staff . That resource ? Their existing team members . By encouraging spa staff to “ upskill ,”“ reskill ” or cross-train to learn new treatment modalities and master additional protocols , these leaders are able to minimize the disruptions due to low staffing , even during periods of high demand .
MULTIPLE MODALITIES Natalie Koshowski , Spa Director at Ste . Anne ’ s Spa in Grafton , Ontario , says that massage therapists and estheticians have made good use of her spa ’ s offer to pay for trainings that broaden their skill sets .“ We ’ ve always covered upgrades like getting Thai massage training . It ’ s a $ 900 course , and we don ’ t pay for their time , but we do pay for the course ,” Koshowski notes . Because adding new or specialized treatment modalities to their repertoires allows spa employees to earn more after a recent shift in compensation structure , a significant portion of her team has sought additional training .
“ There are some modalities that they can learn here , like hot stone and hydrotherapy , but then there are others we have to send them away to learn , so we pay for their course , and as long as they stay for a year , they don ’ t have
“ You do all these extras to keep your employees happy and that ’ s your return as well .”
— NATALIE KOSHOWSKI SPA DIRECTOR , STE . ANNE ’ S SPA to pay the money back ,” says Koshowski . “ So , they get more modalities , and they actually work with them because they make more money .”
The benefits of cross-training don ’ t only apply to service providers , of course . As Gloria Ah Sam , spa director at Nalu Kinetic Spa at Turtle Bay Resort in Kahuku , Hawaii , points out , it can be especially beneficial to a spa to make cross-training a routine part of the employee journey . “ We hire a lot of aspiring massage therapists , estheticians and cosmetologists — some of them while they ’ re in school — as front desk staff at the spa ,” she says . “ That ’ s kind of an introductory job for a lot of people in the spa industry , but it really helps us later on when they do get their license ,” Ah Sam says . “ They already know us , and they help when they ’ re on the other side of the desk by understanding what that spa concierge has to do .”
Not only does cross-training create more versatile employees , it also creates a sense of understanding and empathy among team members that Ah Sam says has been a key part of the supportive workplace culture at her spa . “ It ’ s just a great way to build camaraderie and build respect for each other ,” Ah Sam says . She also notes that , even if it doesn ’ t rise to the level of formal training , trading services has also given her team a greater appreciation of each other while also educating them more fully about how things work across the spa . “ Oftentimes , [ service providers ] work solo behind closed doors , and they don ’ t have that office environment where everybody sees each other frequently . It helps build stronger bonds and better camaraderie across the board .”
CLEARING A PATH Creating a stronger culture is one potential benefit of cross-training , but it ’ s far from the only useful byproduct . Taylor Fields , corporate director of spa with PCH Hotels and Resorts , shares that the company has used training events both to broaden the skillsets of existing service providers and to recruit potential employees as well . At one recent event , former ISPA board member and massage therapy educator Eric Stephenson was invited to instruct
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