Www.marydarling.com1 ‘More Than Just a Pretty Face’ Interviewing Basics for The Spa Workplace.

www.marydarling.com 1

‘More Than Just a Pretty Face’Interviewing Basics for

The Spa Workplace


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


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


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


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


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


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


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


How do WE currently Hire and Interview Spa Staff?


Preparation Application review 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


Pregnancy and the Spa Environmen

t

Refer to the BSWA Website for our

November Group Discussion


Past Performance is the best indicator of Future Performance


What are you looking for? The Job Requirements are what? Technical Skills Verbal English skills Basic Math skills Certificates in what or

from where Professional

Appearance etc

Performance Skills Empathy Courage Self Confidence Team Building etc


Types of Questions Closed How many fingers am

holding up? Can you speak English? You have a Certificate in

Aromatherapy? Do you have self

confidence? Are you brave?

Open Show me you can count Tell me what words you

can speak in English Describe the process of

making an Essential Oil Tell me about a time when

you had to show courage Describe how you are self

confident


Types of Questions, continuedFocused 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?


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


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


Trade Test – What to Testcourtesy 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?


Follow Up- Post InterviewAction 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


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.com1 ‘More Than Just a Pretty Face’ Interviewing Basics for The Spa Workplace.

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