I was recently invited as a panelist to speak on the topic of Life after Lock down for Professional Beauty’s online World Spa & Wellness Conference. With the majority of my experience being in Hospitality and the management of Hotel Spas, I started thinking of how our industry would be affected and where we would need to focus our attention in order to adapt.
A reality check…COVID-19 has hit hospitality hard and there is general agreement that the industry will not be the same, even long after the lock down and travel restrictions have been lifted. That being said, we can’t afford to follow the existing model of operations that we currently have in place. Hotels and Spas need to look at survival strategies for now and then make plans to pivot and change their business strategies going forward. Times are tough and the current situation looks quite bleak, especially considering that our industry is only scheduled to open at level 1 and international travel may only kick in toward the end of the year. One of my favourite quotes is “This too shall pass” – it might pass like a Kidney stone, but it WILL pass. So the silver lining here is that people will eventually still travel, we just need to make sure we are ready and well prepared for them.
Besides all the new standards and protocols for hygiene and sterilization that need to be implemented, I feel that a huge focus should be placed on your staff and the well-being of your teams. This will also directly effect what your guest experience will ultimately look like. It is the employers responsibility to check temperatures on arrival and supply the necessary resources like masks, uniforms, sanitizers, cleaning equipment etc. As employers, we need to provide a safe working environment and make sure our facility is well prepared. There are many documents and manuals available to assist you to put these in place. In addition to all the SOP’s (standard operating procedures) that need to change, I wanted to share a few focus areas that I feel should be key for your teams going forward:
Training
Take time before you open to supply FULL training for your team on all the new protocols and cleaning SOP’s that you have put in place. There might be changes to your treatment menu and new services or treatment concepts offered that the team will need to feel comfortable with. Virtual consultation for example will most likely be a new trend that is here to stay, even once lock down restrictions are lifted. Not all staff members are tech savvy and they may need extra confidence building and skill training in this area.
Development
Introduce an Employee wellness program. There might be a need to address anxiety, assist with personal financial management and offer emotional support and confidence building for your staff. This pandemic has affected all of us and some will need extra assistance to find a new normal again. As much as we want our guests to feel safe in our space, we can’t achieve that if our team is unstable and unable to cope with their own stresses. Many guests will look to spa therapists to provide emotional as well as physical healing and your staff will need to know how to handle these situations confidently and professionally.
Life Coaching and training sessions are also a great way to invest in the continued development of team members. You could collaborate with other professionals in your area and provide weekly wellness sessions for your team. For example Yoga or Pilates classes, Breath work sessions, Self-care seminars or Nutritional workshops. These could also then double up as future sessions that you could add as an extra wellness offering on your Spa treatment menu.
Promote healthy eating in the workplace for immunity boosting. Offer nutritional advice, recipes and ideas to and educate your team on the benefits of healthy meal planning.
Scheduling
Initially it would be good to look at different team shifts and work on lower booking occupancy to apply social distancing principles. We need to be mindful that even when we can go back to work, it doesn’t mean the virus has disappeared, and safety will be top priority at all times. By keeping the same therapists on shifts together it could be a helpful technique as part of a containment process should a virus breakout occur in your space.
I would also suggest implementing a longer turn-around time between appointments to allow for adequate cleaning and social distance between guests in your space.
Communication
Keep communication channels open with everyone in your business (including your guests) and consistently evaluate where you are in your business. We don’t know exactly what to expect, so be equipped and ready to make changes to your plan and Pivot if needed.
Hold regular team meetings and allow platforms for the team to show innovation and creativity. Staff surveys are always a great way to spark ideas or conversations in your business. It is important to note that with all this investment in your team, staff will most likely become empowered to educate their guests and the general community on wellness as well. Now is the time for them to step up as professionals and promote the 5 Pillars of wellness, namely: Sleep & Restoration; Nutrition & Nourishment; Vitality & Movement; Serenity & Mindfulness; Purpose & Solidarity.
Our world is changing and things are going to be so different, but as long as we can bring balance, identify the challenges and face them head on, we will be OK. Employees will look to their managers for guidance and support. Be innovative, collaborate, stay curious and try to stay positive – this too shall pass!
You can view the article on the recent Wellness session by following the link to Professional Beauty’s website below:
https://www.probeauty.co.za/post/tourism-and-wellness-in-the-spotlight
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