MAIN DIFFERENCES OF RUSSIAN STAFF specifics of the Russian spa staff motivation and training
MAIN DIFFERENCES OF RUSSIAN STAFF
specifics of the Russian spa staff motivation and training
Maria Filatovadevelopment director
Trend Cosmetics LLC, Moscow
14 years in hospitality & spa business* Letoonia Hotel, Turkey
* A-Class Touroperator, Russia / Turkey
* Rixos Royal Spa, Russia / Turkey
* The Ritz-Carlton, Russia / USA
* [comfort zone], Russia / Italy
Good Afternoon!
RUSSIAN EMPLOYEES
How do they differ?What makes them tick?
How we should work with them?
3 MAIN THINGSyou should know
about Russian Spa staff
1. precise specialization
“spa therapist” over the world=
“spa technologist” in Russia
spa technologistproviding body treatments
a) spa masseurmostly massage
sometimes hamam, peelings, sсrubs
b) body specialist spa massage and exclusive techniques, spa-rituals, body treatments:
peelings, wrappings, thalassotherapy, etc.
machinery treatments: LPG, Vichy shower, hydromassage, press-therapy, etc.
Usually no facials (only as additional express service)
facial specialistsproviding only facial treatments
a) beauty specialist \ esthetician spa facials, masks, soft peelings
machinery: UF cleansing, vaporisation, phonophoresis, miostimulation, etc.
PROHIBITED: medical treatments and invasive methods
b) cosmetologist \ esthetic doctorspecialist with higher medical education
medical-based facials, laser cleaning, mesotherapy, injections, medical peelings, etc.
NB: Only in spas with medical license!
spa coordinatorspa specialist with or without higher medical education
medical and functional diagnostics for the first time clients and co-ordinates spa programs
May also provide some treatments himself.
2. education
mandatory medical education for all types of spa specialists
Spa masseur
body specialis
t
esthetician
cosmetologist
spa coordina
tor
basic education
medical college * * * *
natural science university * * *
sport academy * * *
medical university * *
professional education
official massage courses * * *
official cosmetology courses
* * *
Minimal Level of Education
widespread higher education
your housekeeping may have a master’s degree in chemistry
your receptionist will have a legal education
3. motivation systems
most popular system
fixed salary + % of treatments providedminimal wage 200-500 USD
+
25-30% (up to 50%)
of generated money income received from provided treatments
fixed salary + bonus for meeting the profit goals
50% fixed
+
50% bonus for meeting the monthly planned goals
(money income received from provided treatments)
fixed salary + KPI 50% fixed
+
50% bonus for meeting the KPI goals (profit / service / team work, etc.)
mostly in a highly profitable, long working spa
WHAT DO THESE MEAN?
RUSSIAN STAFF HAS
* MUCH MORE MEDICAL KNOWLEDGE * A LOT OF SELF -CONFIDENCE* A LOT OF JOB OFFERS
* LESS DISCIPLINE AND RESPECT TO MANAGEMENT AND AUTHORITIES
* LESS SERVICE SKILLS* LESS SELLING SKILLS
HARD SKILLS
SOFT SKILLS
SO WHAT SHOULD YOU BE
READY FOR ?
SPA MANAGERS:BE READY to ANSWER a lot of QUESTIONS
BE READY to SHOW YOUR MORAL STRENGTH and to WIN AUTHORITY
PROVIDE a lot of SOFT SKILLS TRAININGS
MOTIVATE to PROVIDE GOOD SERVICE
be ready to learn a lot from them
SPA OPERATING COMPANIES:PROVIDE a lot of SOFT SKILLS TRAININGS
WORK on SERVICE STANDARTS
PROVIDE GOOD MOTIVATION PLAN to KEEP YOUR EMPLOYEES
and MEET YOUR BUDGET GOALS
be ready to learn a lot from them
BRANDS / DISTRIBUTORS:PREPARE MORE SPECIFIC and
EVIDENCE BASED SELLING MATERIALS
BE READY to ANSWER a lot of QUESTIONS
PROVIDE a lot of SALES TOOLS
be ready to learn a lot from them
RUSSIAN EMPLOYEE IS MUCH MORE EDUCATED
BUT LESS SERVICE & SALES ORIENTED.
INVEST IN SOFT SKILLS OF YOUR EMPLOYEE AND
YOU WILL WIN THE MARKET!