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More Than Just Pretty Face

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					‘More Than Just a Pretty
        Face’
      Interviewing Basics for
        The Spa Workplace




            www.marydarling.com   1
You must be the change you want
to see in the world.
Mahatma Gandhi
Indian Nationalist Leader
(1869 - 1948)

             www.marydarling.com   2
Mary Darling is….
   Hospitality Business Consultant
   Marriott,Intl/Starwood General Manager- multi
    brands
   Mandara Spa- Country General Manager, Director
    of Support Services ( overseeing (5) Areas, inc
    HR Department w/ (300+) employees in (4)
    countries
   X-COMM of BSWA
   Vice Chair of the award winning AP Council
   Passion for People and their Development


                      www.marydarling.com         3
WIIIFM
 Update Hiring Process for your area
 Improve the Credibility of your Business
 Ensure that you have Integrity in your
  Interviewing
 Transfer that knowledge to the HR
  department
 Value your business and your People
 Professionalize the Spa Hiring process


                  www.marydarling.com        4
Things to Consider
   Spa Careers presentation in April
   Impact of ILO Standards
   Global demand for Balinese- Indonesian Labor
   Shortage of skilled People, inc Managers
   Shortage of skilled Sales-Revenue focused People
   Inconsistent Certification processes
   Dilution of Traditional Skill, treatments, and
    products
   Consumers are more knowledgeable than ever
   Moving away from the idea that spas are for sex
                      www.marydarling.com          5
Global Hiring Trends
   Socially Conscious
   Competency Based Interviews
   Structured- Packaged Interview standards
    *Talent Plus
   Interviewees expected to ask ?’s at all levels
   Global Workforce, creating multi cultural work
    environments
   Attracting people and retaining them a challenge
   2nd, or 3rd Career for many in the Western World


                      www.marydarling.com              6
In the ‘slippers’ of the Guest
   Perhaps 1st time ever to a Spa or at the very least to your Spa
   ‘ Change into paper underwear (generally too small, front/back, is
    it optional, etc )
   ‘ Change into Sarong or the Robe ‘- too small, too big, isn’t that
    for girls? How to tie?
   I am half dressed until the lying on the table- privacy may have
    been effective or perhaps not
   Allow a stranger touch my skin
   Is she thinking I am too fat, etc
   In a semi dark room
   Temperature may be cold
   I don’t know when she is coming back
   I don’t really know what to do
   English or my language may not be so very good
   What If I have a natural reaction?
   etc

                             www.marydarling.com                     7
In the ‘ eyes ‘ of the Therapist
   Paper underwear optional? What is that all
    about?
   Should I help them with the Sarong or Robe?
   Privacy draping? Not clear if I did correctly
   This room is dark and cold
   My English, Japanese, Russian, Korean, etc is not
    so very good
   What if this male guest has a natural reaction?
   etc


                       www.marydarling.com              8
How do WE currently
Hire and Interview Spa Staff?




                www.marydarling.com   9
Preparation
 Application review
 Value of Appearance?
 Identify What You Are Looking For?
 Formulate Questions around the Above




                 www.marydarling.com     10
Things to Consider:
 Employees Look for
 Employers Look for
 What Tools are used
 Who is involved
 Where and When is the Interview Held
 The Indonesian Labor Laws
 Male Therapists and Think Differently




                 www.marydarling.com      11
      Pregnancy and
         the Spa
      Environment

               Refer to the BSWA
                 Website for our
                November Group
                   Discussion




www.marydarling.com                12
Past Performance
is the best indicator
of Future Performance




             www.marydarling.com   13
What are you looking for?
The Job Requirements are what?
      Technical Skills                 Performance Skills
   Verbal English skills              Empathy
   Basic Math skills                  Courage
   Certificates in what or            Self Confidence
    from where                         Team Building
   Professional                       etc
    Appearance
   etc




                        www.marydarling.com                  14
Types of Questions
          Closed                                  Open
   How many fingers am                   Show me you can count
    holding up?                           Tell me what words you
   Can you speak English?                 can speak in English
   You have a Certificate in             Describe the process of
    Aromatherapy?                          making an Essential Oil
   Do you have self                      Tell me about a time when
    confidence?                            you had to show courage
   Are you brave?                        Describe how you are self
                                           confident




                           www.marydarling.com                     15
Types of Questions, continued
Focused Open Ended
 Please DESCRIBE for me how you do a
  Linen Inventory
 Tell me about a time when a Guest came
  to you very upset about an unpleasant
  experience. What did you do?
 Give me an example of a time when you
  ‘inherited’ an unhappy staff, what and how
  did you build an effective team?


                   www.marydarling.com     16
Questions to Reduce or Avoid
 What Village are you from?
 JAVA vs Bali vs anywhere else
 The Muslim – Hindu – etc question
 Any Others?




                 www.marydarling.com   17
Listening and Questioning
   Take Notes
   Clarify Answers
   Allow Silence so thinking can occur
   Organize your questions
   Ask Rapport Building questions
   Re Use these Questions- the Answers are different
   Personal, non Work related examples can be used when
    answering
   Take Notes and tell the Interviewee you are taking notes
   Be prepared for questions from the Applicant, ie Salary and
    Compensation, Training, Incentives, Career Path, other
    Opportunities
   Ask a variety of types of Questions

                          www.marydarling.com                 18
Trade Test – What to Test
courtesy of Sheila McCann, Spa Botanica

   Bedside manner – are they gentle and caring
   Focus – where is it and on one what?
   Flow- what is it like? And not (3) strokes up and
    (3) strokes down
   Hygiene practices- what are they?
   Rhythm?
   Whether they focus on themselves or the client
   Breathing?
   Posture for safety- Movement during Massage
   Transition from one movement to another
   What else?
                                   www.marydarling.com   19
Follow Up- Post Interview
Action
 Check your Notes
 What does your HR department-
  responsible person need to know?
 References?
 Schedule Orientation and Training
 Tell the Applicant TBNT – reduces them
  calling, you may need them again in the
  future or a family member, and its’ just
  the nice thing to do
                  www.marydarling.com        20
Future References
 www.ILO.org
 Break all The Rules, by Marcus
  Cunningham
 www.SpaCareers.com.au
 Indonesian Labor Laws
 www.wikipedia.com
 www.google.com




                  www.marydarling.com   21

				
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