PANEL DISCUSSION: GETTING THE MOST OUT OF YOUR THERAPISTS
After lunch, experts discussed their concerns regarding employee turnover, and agreed that offering a career path, succession planning and recognising efforts can be the key to retention.

During the session, moderated by Ròya International hospitality consultant Jennifer B. Houchaime, Fairmont the Palm director of spa & recreation Kamal Khalil said: “Give them a career path, commitment to be loyal and succession planning, and listen to every single complaint.”

However, spa director at Heart & Soul Spa Maria Antonela Axinte believes that motivating staff is more complex, commenting that the key is identifying the distinct motivations of each staff member. “You will always have people who want a career, and then some who just want a job. You need to know who wants what, and what motivates them,” she said.

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Dreamworks Spa general manager Christian Kiefer agreed, saying: “We need to look at people individually and find out what motivates them.

“A 21-year-old from Britain will probably have a different motivation to a 29-year-old Filipino who has a family at home.

“Also, you need to give your staff a sense of belonging.”

Panellists also insisted that being careful when recruiting, and nurturing relationships once a person is on board, is crucial.

Axinte said: “I think it’s important to pay attention during the recruitment process. You must not only look at what’s on the CV but see through it. Read between the lines.” She added that establishing a relationship and an open-door policy helps win employees’ trust and loyalty.

Managers should not shy away from offering constructive criticism, for this paves the way for development and career growth, Axinte concluded.

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