More Than Just a Pretty Face

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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 GandhiIndian 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, isnt 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 dont know when she is coming back
• I dont 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
• Verbal English skills
• Basic Math skills
• Certificates in what or from where
• Professional Appearance
• etc

• Performance Skills
• Empathy
• Courage
• Self Confidence
• Team Building
• etc

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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

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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?

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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 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?

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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

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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