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A Conversation with Claude Silver- The ROI of Leading with Heart

January 4, 2024

Pulse: As a Knowledge Builder presenter at the 2024 ISPA Conference, you will address the ISPA membership about “the ROI of Leading with Heart.” Share a little about what “leading with heart” means.

Claude Silver: Leading with heart is a transformative leadership approach with a far-reaching positive impact. Promoting others’ growth contributes to overall prosperity for your organization. Empowering employees through heart not only fosters a thriving team spirit, but also drives business success.


A Conversation with Dr. Bryan K. Williams- Leaders Serve & Servers Lead: Keys To Inspire Exceptional Service

January 4, 2024

Pulse: You’ve been a mainstay of the ISPA Conference for nearly two decades, and members remind us every year to invite you to join us at the annual spa gathering. This year, you will present a topic new to ISPA attendees, but one that has helped shape your own career. Is there a success story you’d like to share?

Bryan K. Williams: Absolutely! One of my fondest memories of “leaders serve and servers lead” is when I was a pool and beach attendant at The Ritz-Carlton, St. Thomas. I was a senior in high school at the time. The general manager of the resort noticed my work ethic and called me to his office. He challenged me to come up with seven life goals, and then subsequently met with me weekly—in his office—to review the goals. After one year, he transferred to another hotel, but by the time I was 28 years old, I had done everything on the goals list.

A Conversation with Dr. Kristie Overstreet- Gender Identity: Serving Guests and Supporting Employees with Dignity Care

January 4, 2024

Pulse: As a Knowledge Builder presenter at the 2024 ISPA Conference, you will address the ISPA membership about transgender and nonbinary spa guests and employees. Share a little about your presentation.

Dr Kristie Overstreet: With increased awareness, education and visibility, transgender and nonbinary people will continue to come out as their true selves. Executive leadership, human resources, directors and managers must feel competent in ensuring their transgender and nonbinary employees and guests are treated with dignity. Spa service providers receive little if any training in working with transgender and nonbinary individuals. In this presentation, I will help attendees better understand identity basics, barriers individuals face in the spa setting and best practices. Attendees will leave the session feeling more confident and competent when working with guests and employees.

A Conversation with Kristin Scroggin- Generation THEM: Navigating a Multi-Generational Workforce

January 4, 2024

Pulse: As a Knowledge Builder presenter at the 2024 ISPA Conference, you will address the ISPA membership about the interplay of different generations in spa workplaces . Share a little about your presentation.

Kristin Scroggin: Generation “THEM” examines the why behind each American generation’s common perspectives so we can better understand one another and build more cohesive teams. The presentation gives attendees solid understanding of generational norms and why the people we work with and live with are “so weird.” You will not only clearly recognize yourself in this presentation, you will also see your managers, employees, clients and even family.


August 2015 Snapshot Survey – Full-Time versus Part-Time Employees

December 13, 2016

Topic of focus – Full-Time versus Part-Time Employees

The headline numbers reveal an industry that provides employment for many people on a part-time basis, but that is also generous when converting to full-time.

August 2016 Snapshot Survey – Job Descriptions

December 13, 2016

Topic of focus – Job Descriptions

When asked which job positions had written descriptions almost all (99 percent) of all spas responded yes for both massage therapist and receptionist roles. 

Better Onboarding Leads to Staff Retention

March 7, 2024

According to the Society for Human Resource Management (SHRM), the average estimated cost to hire an employee in 2023 was $2,700, and this doesn’t include all the additional expenses (and complaints) that come with being understaffed. With hospitality’s estimated turnover rate of 73.8 percent last year, this represents a lot of wasted time and money. Of course, your hiring process can make a dramatic difference in beating the odds, but, after finding the right team member, a good onboarding process is essential as well. LinkedIn reported that companies conducting an official onboarding program kept 58 percent of their employees for at least three years, yet nearly a quarter of companies have no program in place to welcome and train new staff members. This month, we explore best practices for onboarding your team.

Checklist for Deliberate Onboarding

June 23, 2017

A comprehensive checklist for onboarding new employees.

Code of Conduct

November 28, 2017

Although there are many spas around the world, each offering a unique experience, they are all devoted to enhancing overall well-being through a variety of professional services that encourage the renewal of mind, body and spirit. To enjoy your spa experience to the fullest, observe the Code of Conduct, act responsibly and be aware that common sense and personal awareness can help ensure your satisfaction, comfort and safety, as well as that of others.

Conversations with Seth Mattison

March 26, 2021

Mattison is a world-renowned expert on workforce trends and the generational change we’re currently experiencing in the workforce; his work tracks how shifting demographics will necessitate a new style of leadership. In his book, The War at Work, Mattison details how reimagining leadership and talent management for the 2020s is the key to building stronger, more effective teams.

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