More Than Just Pretty Face

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




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

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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


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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


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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
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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


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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

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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


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How do WE currently
Hire and Interview Spa Staff?




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Preparation
 Application review
 Value of Appearance?
 Identify What You Are Looking For?
 Formulate Questions around the Above




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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




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      Pregnancy and
         the Spa
      Environment

               Refer to the BSWA
                 Website for our
                November Group
                   Discussion




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Past Performance
is the best indicator
of Future Performance




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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




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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




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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?


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




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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

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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?
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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
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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




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