A Hotel General Manager who Understands Spa

9 thoughts on “A Hotel General Manager who Understands Spa

  1. Mary

    Thank You Susie for another inspiring interview ~ as a former GM myself it never fails to amaze me how or why a GM would fail to take treatments in their own spa yet have no hesitation of visiting any one of the F&B; outlets.

    As for the Therapists, I just spoke with an HR manager this past week who shared that her boss is clear that the therapists & managers are lucky to have a job in this economy; I am not convinced that reduces anxiety nor stress for the caregivers. We have a long way to go on 'taking care of the staff, who take care of the guests ' philosophy. Thank you for the reminder.

  2. Anonymous

    In the light of your previous post, it's rather disappointing to read in regard to spa therapists…

    "…they are somewhat like nurses or family members who take care of elderly loved ones."

    No they're not. They have nowhere near the level of professional training of even the most basic grade of nurse, nor do they even begin to experience the acute and long-lasting stress levels of personal care givers. To suggest otherwise is is at best disingenuous and at worst an outright lie.

    What is required from any individual in a client or patient facing role is simply this; professionalism. Becoming immersed in, or affected by, a client's personal issues is highly unprofessional.

    If a therapist focuses on service delivery to the highest standards then 'stress and negativity… transferred to the therapist' does not occur. If it does, then they are doing something wrong and are failing to meet the reasonable expectations of their clients.

    Insist on the development and implementation of professional standards for spa therapists and you simply won't face the issues you have raised in this post.

    A medical doctor.

  3. Anonymous

    It is really nice to hear that a GM gets services at his spa.

    Our GM has never to my knowledge been for a service. He even gives the spa director a hard time when there are products to be ordered.

    If that was the kitchen there would be no questions asked.

  4. Anonymous

    A most pertinent subject in these very stressful days. Here is my answer.

    Several years ago a study was done at UCLA (of all places) in which energy levels emanating from the hands of healers (physicians, therapists, etc.) were calibrated on photographic film. It’s origins were in Kirlian photography. What impressed me when I saw that was the significant decrease in emanations after a healing encounter had taken place.

    Whether Kirlian photography is real or not, there is no doubt that the act of healing diminishes the healer’s energy level. The actual physical effort expended during the day has little bearing on the energy level the healer feels when the day is over.

    Massage therapists, aestheticians, and anyone, in fact, who comes in contact with clients/guests/patients are indeed caregivers. In order for us as leaders in the spa industry to succeed, the care and wellbeing of our therapists (and of ourselves) must be paramount.

    I’m sure you have met Danny Meyer, owner of the Union Square Café as well as several other successful restaurants, and author of SETTING THE TABLE. If you haven’t already read it, I think it well worth your time. In fact I recommend his book (written in 2003) to anyone who aspires to having a successful business.

    In the book, Mr. Meyer enumerates five important ingredients to success. The first and most important ingredient is loyalty to the group, not only from within the group but from the group’s managers as well.

    One of the steps he takes is to afford his restaurant employees the opportunity of dining at and enjoying another of his restaurants. He encourages that as a way of rewarding employees as well as a way of getting feedback.

    In my office, my staff is encouraged to get regular facial treatments. I think this approach should be part of every spa protocol so therapists and staff could de-stress and benefit from each other’s healing abilities.

    I personally am in favor of setting aside quiet time every day to afford caregivers the chance to recharge their batteries.

    The benefits could potentially be far-reaching.

    Also a medical doctor

  5. Anonymous

    Yes, yes, yes. You are right as always. The therapists are very important actually essential to the quality of the experience.

    We must take care of them.

  6. Anonymous

    It is so wonderful to hear about Rudy's leadership approach. It is a humanistic way to feel, be; live regardless if you are a chef, dog walker, teacher, spa therapist or a medical doctor. We are in a service existence here to our self and others. Although I have two masters (paper wise), I can say this is not about professional training but about nourishing, renourishing your own wellbeing so you, we; all can live, be and feel emotional health and wellness to our highest good. Hugs all. :-)

  7. Anonymous

    Rather nice blog you've got here. Thank you for it. I like such topics and everything that is connected to this matter. I would like to read more on that blog soon.

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