spa management Workforce & education - Association québécoise ...
spa management Workforce & education - Association québécoise ...
spa management Workforce & education - Association québécoise ...
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Spa Management <strong>Workforce</strong> & Education: Addressing Market Gaps<br />
B. Key job responsibilities and skills of a <strong>spa</strong> manager/director<br />
As mentioned above, <strong>spa</strong> <strong>management</strong> requires a unique combination of hard and soft job<br />
responsibilities and skills. These responsibilities and skills are summarized in the diagram below<br />
and elaborated in greater detail in subsequent sections.<br />
Spa Managers/Directors Require a Huge Mix of Both Hard and Soft Skills<br />
“Soft Skills”<br />
Passion for <strong>spa</strong> lifestyle<br />
Leadership<br />
Communications &<br />
interpersonal skills<br />
Cultural sensitivity<br />
Teamwork<br />
Dedication & hard work<br />
Confidence & self-esteem<br />
Flexibility & adaptability<br />
Understanding/awareness<br />
of <strong>spa</strong> modalities<br />
Mixed<br />
Customer service<br />
& guest relations<br />
Strategic planning<br />
& thinking<br />
Problem solving<br />
PR & promotion<br />
“Hard Skills”<br />
Management (financial,<br />
revenue, ops., facilities, etc.)<br />
Sales / Mktg. / Retail<br />
Safety / Hygiene<br />
Legal & regulatory<br />
compliance<br />
IT skills<br />
Setting service standards<br />
Program setting<br />
Foreign languages<br />
Training/experience<br />
in <strong>spa</strong> modalities<br />
1. Key job responsibilities for <strong>spa</strong> managers/directors<br />
In two surveys conducted for this study, the SRI research team<br />
asked both current <strong>spa</strong> managers/directors and other industry<br />
executives/leaders about the importance of various job<br />
responsibilities for a <strong>spa</strong> manager/director. Across the board,<br />
the majority of respondents selected “very important” for all 14<br />
job responsibilities listed in the question – which provides an<br />
indication of the huge range of responsibilities a <strong>spa</strong><br />
manager/director must attend to in his/her day-to-day work.<br />
Across both groups of survey respondents, the following job<br />
responsibilities for <strong>spa</strong> managers/director were rated as most<br />
important:<br />
The most important job<br />
responsibilities for a <strong>spa</strong><br />
manager/director are:<br />
Revenue <strong>management</strong><br />
Setting service standards<br />
Customer service/guest<br />
relations<br />
Operations <strong>management</strong><br />
Financial <strong>management</strong> &<br />
accounting<br />
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