for Business Success
Zahira J. Coll
with me for a moment, you arrive at work today, and find out that
one of your Providers has called in sick. only a half an hour
before their first appointment was due to arrive, worse yet she
was fully booked today. Your diligent Front desk staff called
the other two providers that were on their day off, to come to
help, but they could not be reached. By mid morning you had been
able to re-schedule most appointments, cancel others and apologize
profusely to your customers because there was no way to accommodate
as the day winds down, you wonder, how are you ever going to find
the staff you need to fill all the positions you have open and
to help alleviate emergency situations like today. You have been
looking, but no one has applied, and you are not sure on how to
develop an ad that will attract candidates. You then recall the
last two people you hired, who where not good employees at all,
and ended up causing you more headaches than the little help they
provided. You are wondering if your recruitment process is the
this bleak picture sound at all familiar? It has been experienced
many times by other Spa/Salon Managers & Operators.
these times qualified, talented individuals are scarce, the industry
is growing. There where 419,000 reported job openings in 1999
and we find it difficult to find and hire the staff we need. How
do we avoid the most common mistake of hiring the first person
that walks into our office, that famous "warm body syndrome"
which inevitably translates to more problems than what you had
to begin with?
staffing is an essential task in creating a successful spa and/or
salon business. Even if you have the best location, most popular
services and most comfortable facilities in the world you will
not have a profitable/successful operation if you do not staff
it with talented, friendly, honest, service oriented team members.
you can afford to have a human resources professional, on your
staff, or as a consultant, that indeed would be the easiest and
best solution. They can assist you not only with recruitment but
also with legalities, training programs and employee issues.
you choose to handle these "Human Resource" issues in-house,
you must have processes in place that insure the success of your
recruitment effort, insure that you find all the staff you need
and the correct people for the jobs at hand.
are the tasks at hand to implement successful recruitment processes:
Descriptions: First things first, job descriptions should
always be done before you start recruiting for any position. Why
you ask? Well, it will force you to think of the specific functions
you need for this position, and what skills are required to perform
the necessary tasks.
helps you prepare for interviewing and selecting the proper questions
to ask, which will help determine whether the candidate meets
your needs or not. It is also an excellent tool for the employee
once hired, because it becomes a guideline to understanding what
is expected of them. Lastly it is "road map" ensuring
consistency in the way your services are delivered.
for job openings: Target your audience, the new generations
are attracted by a clear and persuasive recruitment message. If
you frame this message in terms of what you have to offer today
and in the immediate future, they will be more interested in exploring
opportunities with your company. Keep in mind that your Ad represents
you and your company. Not only job candidates will be seeing
your ad but also customers, community members and competitors.
to the shortage of qualified candidates you need to be very creative
in your recruitment plan. The time & money invested in your
recruitment strategy should be as substantial as your marketing
effort, and both will have a spin off affect on the other.
Recruitment: Advertisement alone does not guarantee locating
good candidates. A creative recruitment plan with programs such
as staff referral with incentives, partnering with trade schools
creating internship programs at your location, trade-shows, professional
associations, etc. will keep applications for employment and/or
resumes arriving at your door.
process: "What to ask and What NOT to ask, that is the
question" Nowadays we have so many legalities to be aware
of that you will need to seek professional advise in what is "legal"
to ask during an interview and what is NOT. That alone is enough
to write a completely different article, look for it in later
keep some general rules in mind and prepare ahead of time. Write
a script with the questions you want to ask for every position.
Take notes during the interview process and keep all the applicants
paperwork together with your notes. Be consistent! Think of the
perfect answer for each of the questions you prepared and then
compare the candidates answer to what you are really looking for.
you design your questions try to come up with situational questions
in which the candidate would need to give you an actual example
of a past experience. Ask questions that are specific to the area
of expertise they are applying for. If you are interviewing a
Spa/Salon receptionist ask; "Tell me about a situation in
which you had to handle an upset guest and what was the outcome?"
The way they handled the situation in the past is most likely
how they will handle the same situation in the future. It gives
you a great glimpse as to what kind of an employee attitude you
are going to acquire.
you always hire individuals that have a positive, I can do it
attitude with a deep satisfaction and inner motivation to serve
the client you will build a winning team. Anytime you hire someone
less motivated or with a negative outlook in life that will be
the behavior you will get at work.
an employee is like a marriage; you need to find the perfect fit
for it to be successful and last.