Client News, Philippa's Blog

Managing Standards

Posted on by Philippa Abbott

For some reason spa and salon owners seem to think that they need to outline clear and concise procedures for their staff. They then complain when their therapists do not do as they told.

Our therapists are not mind readers and they do not always think of the bigger picture we have to tell them exactly what we want.

In order to ensure you manage good staff performance it is essential that you outline clear operating standards and procedures. All the following must be detailed when setting operating standards;

Management
Managers have to be accountable for everything they do. Their SOP’s are vital in ensuring that all the other operations happen efficiently and effectively.

HR
Any HR policy can fall flat when there is just one day discrepancy in the process; so the person responsible for HR standards must be held accountable for each and every procedure.

Operations
Everything that effects the spa operation must be detailed for the staff. They need to know who’s who in the zoo, who to report to for what and where to go for certain things. What happens in the event of a fire? Do your staff know where to go, what to do and how to assist your guests?

Treatment standards
Therapists come from different levels of training subject to the different college curriculum. In order for your guest to experience the same level of treatment it is extremely important that you have clear guidelines on treatment delivery, opening and closing procedures as well as retail expectations.

Frontline Standards
Remembering that this is the area where your guest first has contact with your business front office standards are paramount in ensuring your guest experiences the same level of service from all areas. These will cover everything from simply how to answer the phone, booking treatments, voucher sale procedures to handling complaints. Providing clear SOP’s will ensure that guests are dealt with in the correct manner and expectations are clear.

Cleaners
This is often a department that gets forgotten about. DON’T! The role the cleaners play is so important to ensure your guests receive a 5 star service. There can often be a language barrier between the housekeeping staff and high level management so that is why you have to have very clear procedures and processes to make sure they are carrying out their roles exactly the way you want them to.

How do you do this?

1. Staff Handbook: The aim in producing this document is to create a one-stop information point where your staff would be able to access all the information they are likely to need in relation to their employment. The document gives an overview of the terms and conditions of their employment, and outlines what they can expect from you as an employer.

2. Look book: A helpful way of ensuring good room and spa presentation and hygiene standards is to provide a look book of all the areas of the spa. These are images taken of each individual area illustrating the correct method of standards. E.g. lockers, bed presentation, reception desk, uniforms standards etc.

3. Standard Operating Procedures Manual:Written document outlining all company policies and procedures. It is a set of instructions that cover all features of operations which lend themselves to a definite or standardized procedure to promote effectiveness within the standard and running of the business. The procedures are applicable unless ordered otherwise. These must all be carried out without any variation or change to guarantee the expected outcome. Any change or variation from a given SOP should be thoroughly investigated and outcomes of the investigation documented according the internal performance procedure management.
All quality impacting processes and procedures should be laid out in Standard Operating Procedures (SOPs). SOPs are “idiot proof”. They give the employee a basic straight forward, step by step guide to how things are supposed to be done when we would often offer guidance only in extremely broad terms.

Are you struggling to get all of this done? Do you not know where to start?

Give us a call on 011 614 9976 or email Philippa@spasense.co.za we can help you sort it all out and properly!

Our management course and HR retainer will put your mind at ease that all of these processes are expertly take care of!

Philippa Abbott

I qualified as a Somatologist in JHB in 2001. I began my career in the spa industry working on cruise ships for Steiner Transocean. I furthered my studies on my return to SA qualifying in advanced make up and special effects. I then moved to London where I worked in 2 of the most prestigious spas. I acquired knowledge in all aspects if the spa business and moved quickly from hands on therapy to part of the management team. When I finally came back to South Africa to settle for good I joined the management team of the Spas of Distinction where I grew my skill set even further and established a professional network throughout the South African Spa Industry. It is here where my roots are now deep seated and where I will remain for good. I started Spa Sense in 2010 and we have grown from strength to strength every year since then; forming key relationships with all the industry specialists. I head up the consultancy division of Spa Sense and run many of our training courses including Front Office, SOPs and Spa Sales and Retail. I also oversee our recruitment division making sure that all my clients and candidates expectations are always exceeded by the level service they receive from my team. I am incredibly passionate about what I do and hope I remain blessed enough to be in this exciting industry forever. This blog is a place I can share my views and experience so I hope you enjoy the articles and find them useful enough to use in your business.