Staff education and training is the way to achieve this. Individual and group training must be continuous. Practicing mock situations can be helpful in training staff to deal with unusual situation and unhappy customers. Practice, practice and more practice. Staff training is essential in your spa business.
Setting clear expectation for staff is key to achieving a happy, efficient work environment. Detailed job descriptions covering all aspects of a job help staff feel secure in what they are doing. Providing detailed information for procedures from answering the phone to re-booking, will help your staff to improve the guest experience.
A positive, friendly workplace environment is essential to having your staff feel like they’re part of a great team. Celebrate your staff’s successes, communicate with them, and empower them. Happy staff generate positive guest interaction.
Staff training—both group and individual—should be mandatory and be done on a regular basis. There should be opportunity for the sharing of ideas, and for feedback—both positive and negative.
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