As former Health and Healing Director at Canyon Ranch, GM of Travaasa and successful Hospitality Consultant who has lead resorts, spas and medical organizations around the country, Kristine Huffman of Hutchinson Consulting shares must-have skills that every Spa Director should possess.
A Conversation with Carol Phillips- Retail Is Not Dead: How to get your Products on the Shelf, in the bag and out the door
Pulse: When you take the stage at the 2024 ISPA Conference for a Knowledge Builder session, what topic will you present to ISPA members?
Carol Phillps: In this session, I will share tried and true ways to drive retail sales in a luxury spa environment.
Pulse: ISPA asks members to “Dream Big!” during the 2024 Conference. How does that idea tie into your work with spa business leaders?
CP: Since Covid, I have noticed, working with beauty businesses around the globe, that almost every beauty brand and spa is underperforming in the retail department by at least 25 to 50 percent. I believe to my core that if, as an industry or individually, those in leadership positions committed to high-quality education in product knowledge, selling skills and communication skills, our industry could double.
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
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
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.
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.
The pandemic and other challenges over the last few years have fundamentally changed the spa and wellness industry. Our future has never been brighter, but is not without its challenges. With this new status quo come significant opportunities to change not only the way we think about spa and wellness services, but also our guests, services, interactions and retail products.
Spa owners frequently share they are struggling to meet the increased demand for services. Recovery is still “bumpy,” but a fundamental shift in consumer attitudes regarding the importance of self-care and wellness clearly has occurred. A recent study by Ipsos reported a majority of Americans are more concerned about their health than before the pandemic.1 Lifestyle, spa and wellness services have moved from the perception of a luxury experience to becoming a part of an individual’s healthy regimen for prevention and maximum wellbeing. In short, this trend can be summed up by a frequently seen quote on social media, wall art and more: “Self-care is not selfish.” In our new reality, the integration of mental health or mental fitness cannot be separated from spa or wellness services.
So how will you pivot and reboot your business to adapt, adjust and ultimately benefit from this trend? Let’s explore some of the major influences and challenges ahead.
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.