Spa Executive March-April

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may be afraid of confrontation, making a wrong decision, or losing business. This fear around standing up to sexual harassment and assault is the reason offenders feel empowered to keep doing what they do. In a clear case where a team member has been harassed or assaulted, take action. Speaking about harassment in the service and hospitality sectors, workplace harassment prevention consultant, Fran Sepler, told the New York Times: “Every worker in the service and hospitality industry must be told by management that their health and safety is more important than a sale or a customer. Every worker in service and hospitality must know that they are empowered to say: ‘I’m sorry, but it’s unacceptable to treat me this way. I am happy to have my manager come and talk to you about that if you like.’ You never have to smile at someone who is scaring or demeaning you.” What to do when you are certain a line has been crossed In a situation where a service provider has been harassed, that person should alert the spa manager and the manager should then go and tell the customer that the treatment is over and ask them to leave. The manager should not leave the customer alone with the service provider. The customer should be informed that they will not be allowed to return to the spa and should be asked to pay for the treatment in full. If the guest denies any wrongdoing, have them fill out a templated form that you should have ready in your spa at all times. The form is for them to make an initial statement in case further investigation is required. assaulted, charges should be laid. If you don’t alert the police, the individual will feel empowered to go and assault someone else. Keep records in your software of what has happened. Your software features should allow you to add notes to a customer file and even ban a customer from the spa with details about the reason for the ban. In this case, if a ban is merited, you would note that they are banned for reasons of sexual misconduct. What do when you are not certain that a line has been crossed Sometimes, there will be a situation in which it is unclear whether a line has been crossed. This could be a questionable comment, a suggestive but not overt gesture, or subtle behavior that caused a feeling of uneasiness. These things might not merit intervention or dismissal of the guest, but they can be noted in that person’s file, so therapists can be on guard. Your software should also allow you to ban that customer from booking a particular service provider. The replacement therapist should be informed of the situation, so it can be properly monitored. We are all accountable for creating safe spaces. The therapist should be paid for the treatment in full. If the therapist was 12 | <strong>Spa</strong> <strong>Executive</strong>
BOOK ONLINE, PAY ONLINE, SKIP THE LINE Enjoy the contact-less experience.
Page 1 and 2: ISSUE #44 MARCH/APRIL 2023 SPA EXEC
Page 3 and 4: Contents March/April 2023 Volume 44
Page 5 and 6: and the guest. When a staff member
Page 7 and 8: social and experiential communal ex
Page 9 and 10: and guarantees you revenue for the
Page 11: How to handle sexual harassment in
Page 16 and 17: Rosewood’s Emmanuel Arroyo on suc
Page 18 and 19: Four Seasons Toronto Spa launches b
Page 20 and 21: Case Study Fairmont Chateau Whistle
Page 22 and 23: Would Josh Fraser recommend Book4Ti
Page 24 and 25: Hyper-personalization The next fron
Page 26 and 27: management may explore more revenue

Spa Executive March-April

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