‘More Than Just a Pretty
Interviewing Basics for
The Spa Workplace
You must be the change you want
to see in the world.
Indian Nationalist Leader
(1869 - 1948)
Mary Darling is….
Hospitality Business Consultant
Marriott,Intl/Starwood General Manager- multi
Mandara Spa- Country General Manager, Director
of Support Services ( overseeing (5) Areas, inc
HR Department w/ (300+) employees in (4)
X-COMM of BSWA
Vice Chair of the award winning AP Council
Passion for People and their Development
Update Hiring Process for your area
Improve the Credibility of your Business
Ensure that you have Integrity in your
Transfer that knowledge to the HR
Value your business and your People
Professionalize the Spa Hiring process
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
Consumers are more knowledgeable than ever
Moving away from the idea that spas are for sex
Global Hiring Trends
Competency Based Interviews
Structured- Packaged Interview standards
Interviewees expected to ask ?’s at all levels
Global Workforce, creating multi cultural work
Attracting people and retaining them a challenge
2nd, or 3rd Career for many in the Western World
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?
In the ‘ eyes ‘ of the Therapist
Paper underwear optional? What is that all
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?
How do WE currently
Hire and Interview Spa Staff?
Value of Appearance?
Identify What You Are Looking For?
Formulate Questions around the Above
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
Refer to the BSWA
Website for our
is the best indicator
of Future Performance
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
Types of Questions
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
Types of Questions, continued
Focused Open Ended
Please DESCRIBE for me how you do a
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?
Questions to Reduce or Avoid
What Village are you from?
JAVA vs Bali vs anywhere else
The Muslim – Hindu – etc question
Listening and Questioning
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
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
Ask a variety of types of Questions
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?
Whether they focus on themselves or the client
Posture for safety- Movement during Massage
Transition from one movement to another
Follow Up- Post Interview
Check your Notes
What does your HR department-
responsible person need to know?
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
Break all The Rules, by Marcus
Indonesian Labor Laws